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Unit 2 At the Travel Agency. Topic 1: Introduction of Tourism Products Background Information How does a typical travel agency introduce to the tourists.

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Presentation on theme: "Unit 2 At the Travel Agency. Topic 1: Introduction of Tourism Products Background Information How does a typical travel agency introduce to the tourists."— Presentation transcript:

1 Unit 2 At the Travel Agency

2 Topic 1: Introduction of Tourism Products Background Information How does a typical travel agency introduce to the tourists various tour products or routes? When a tourism organizer wants to recommend a new tourism product or facility to customers, the following key points in sales promotion are for your references: (1)Channels of distributions (2)Use of technology to reach customers (face-to- face persuasion, , Fax/Tel etc.)

3 Topic 1: Introduction of Tourism Products Background Information (3)Physical location of the tourism facility (4)Budget for promotion costs (5)Identifying the target consumers and their psychological needs or wants (6)Methods used for advertising (media, brochures/leaflets, PR, sales promotion activities etc.)

4 Topic 1: Introduction of Tourism Products Situational Dialogue Mr. White is consulting something about the holiday tours from an office clerk at China International Travel Service. (A: Clerk B: Mr. White) A:Good morning, sir. May I help you B:Yes, Im here for an enquiry about some holiday tours. My name is Henry White. A:You are welcome, Mr. White. May I know how many people are there in your group?

5 Topic 1: Introduction of Tourism Products Situational Dialogue B:Four in total. My wife, daughter, son and I. We are thinking about choosing a beautiful and interesting place for spending our holiday. Would you please give us some suggestions? A:Sure. We have arranged enough tour routes to travel to your hearts content. But do you have anything specific in your mind? B:Yeah. I read in your travel brochure about your flight tour to Beijing which was famous for Capital of a thousand years. Im interested in your seven-day and six-night tour by air.

6 Topic 1: Introduction of Tourism Products Situational Dialogue A:Thanks for your enquiry. In fact, you have made such a reasonable choice, for Beijing tour is now at its peak season. Beijing is the first station of China golden travel line. There are so many wonderful places worthy of seeing. B:Good. May I know your itinerary for this tour? A:Sure. On the first day, the tour group will flight to Beijing and visit Tiananmen Square, grand view garden, aquarium, CCTV tower and the movie palace.

7 Topic 1: Introduction of Tourism Products Situational Dialogue On the second day, they will head to Badaling Great Wall, the Ming Tombs, the Olympic Games bird nest, the water cube. On the third day visit the Imperial Palace, Temple of Heaven, Summer Palace, folk custom museum, Cixi temporary palace. On the fourth day, visit the second pedestrian street in Beijingwangfujing street, deyun xiangsheng group and empire. On the fifth day…

8 Topic 1: Introduction of Tourism Products Situational Dialogue B:Sounds interesting. Do you have any tour guide who can speak in very good English to give introductions to them? A:No problem. An English-speaking tour guide will accompany you from the beginning to the end. B:Great. Thats what we want. A:Which do you prefer, a package tour or traveling alone? B:A package tour, I suppose. By the way, when will you have a package tour recently?

9 Topic 1: Introduction of Tourism Products Situational Dialogue A:Oh, let me check. A moment, please. Yes, it will be on August 2nd, this Thursday. There are still some vacancies. B:OK, well join the tour group for this Thursday. Then, could you please tell me if the price you have offered in the brochure will cover all the expenses? A:Yes, it will. B:Then, whats the quotation of this tour? A:Well, it depends. $6,000 for an adult and 50% discount for a child.

10 Topic 1: Introduction of Tourism Products Situational Dialogue B:What are included in the charges? A:Round-trip flight tickets, six night accommodations and three meals a day. B:What kind of hotel well live in? A:Dont worry about it. The hotel well reserve for you will be of 5 star, which can offer the best services and facilities at the clients request. B:Great. Lets make it.

11 Topic 1: Introduction of Tourism Products Vocabulary brochure client enquiry facility package peak quotation vacancy

12 Topic 1: Introduction of Tourism Products Notes 1.Im here for an enquiry about some holiday package tours. 2.at ones peak season Eg. Beijing tour is now at its peak season.

13 Topic 1: Introduction of Tourism Products Notes 3.the price you have offered in the brochure 4.A package tour or traveling alone? 5.round-trip flight tickets

14 Topic 1: Introduction of Tourism Products Useful Sentences For a clerk 1.Guilins mountains and waters rank first in China. 2.Whats your budget for this trip? 3.Could you tell me how long you are going to stay there? 4.Which do you prefer, a package tour or single tour?

15 Topic 1: Introduction of Tourism Products Useful Sentences 5. How are you going there, by air, by train or by bus? 6.What are you most interested in? Historic and culture relics, city tours or natural sceneries?, ? 7.Then Id recommend a three-day package tour to you.

16 Topic 1: Introduction of Tourism Products Useful Sentences 8.I believe this tour will offer you the best services and the most exciting tour programs.,

17 Topic 1: Introduction of Tourism Products Useful Sentences For a tour guide 1.Mind you, when in Rome, do as the Romans do. 2.Have you anything special in mind that youd like to see? 3.What would you suggest for the schedule/the arrangement?

18 Topic 1: Introduction of Tourism Products Useful Sentences 4.Ive come to talk over with you our plan in Hong Kong. 5.OK, lets confirm all the details of the itinerary. 6.You look a bit recovered from the jet-lag. Now, let me say a few words about our itinerary from Monday to Wednesday.

19 Topic 1: Introduction of Tourism Products Useful Sentences 7.If you dont want to go shopping, what would you suggest instead, then? 8.So, thats to say, after breakfast, well visit the famous Disneyland Park. 9.Id like to take a few minutes to check with you about all the details of our journey.

20 Topic 1: Introduction of Tourism Products Useful Sentences For a tourist 1.I should like to visit the noted places of Xiamen. 2.Please tell me some of the attractions I should visit. 3.Can you recommend me several good sightseeing routes to take? 4.Where can I get information on sightseeing tours?

21 Topic 1: Introduction of Tourism Products Useful Sentences 5.What is the price of this tour? 6.What kind of nightlife do they have here? 7.What does the city tour include? 8.Does the route include three meals?

22 Topic 1: Introduction of Tourism Products Useful Sentences 9.OK. We know that Hongkong is a Heaven of Shopping, Im eager to see… …… 10.I dont know where to start, but The Window of the World is a must. 11.Thats what I really want! I cant wait for it. 12.Are there any famous Buddhist temples in Xian?

23 Topic 1: Introduction of Tourism Products Useful Sentences 13.We prefer to visit the City of Universities in Guangzhou. At what time do you think will be convenient? 14.Its said that The West Lake is very beautiful, is it possible for us to go there? 15.Thank you for all youve done for us.

24 Topic 1: Introduction of Tourism Products Exercises 1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. (A: Tourist B: Clerk) A:My friends and I, five people altogether, want to go to Shanghai. Could you arrange it for us? B:Of course. ______________________________ ( ) A:Well, three days. B:Would you take ____________________ ( )

25 Topic 1: Introduction of Tourism Products Exercises A:____________________________________________ _ ( ) B:How are you going, _________________________ ( ) A:By air. B:Here is three-day package tour. A:_________________________________( ) B:It includes ________________ ( ), the Nan- shan Pasture and Huangpu River, etc.

26 Topic 1: Introduction of Tourism Products Exercises A:____________________________________________ ( ) B:3,000 Yuan for one person.

27 Topic 1: Introduction of Tourism Products Exercises 2. Role Play. Make up a dialogue based on the following situation and role-play it to the class. Supposing you were an receptionist at a travel agency, now there is a couple, Mr. and Mrs. White come to visit you and ask for some information about tour routes to Xian. Please recommend some routes to them and give brief descriptions to the attractions concerned, and their prices, accommodations, transportation and services available as well.

28 Topic 1: Introduction of Tourism Products Knowledge Links How to Write an Advertisement in Tourism Promotion The tourist industry, as a third industry, a service or hospitality industry to promote people-to-people understanding and earn hard currency, cannot survive let alone thrive without a continued increase in the incoming tourist traffic. This is where tourist promotion comes in.

29 Topic 1: Introduction of Tourism Products Knowledge Links Advertising is a nonpersonal sales presentation usually directed at a large number of potential customers. It involves mass media such as newspapers, television, radio, magazines, and billboards. The tourism industry has come to realize the tremendous potential of this form of promotion, and during recent decades, advertising has become increasingly important in marketing. The ultimate purpose of ads. is to appeal and stimulate travel desires and needs by designing some creative and attractive visual images, words or symbols.

30 Topic 1: Introduction of Tourism Products Knowledge Links The layout of a written advertisement usually consists of four parts: a very striking headline, brief but persuasive body, clear signature or easily identified logo (address, contacting manner etc.), some impressive pictures or illustrations. A good advertisement may take any form, but it must accomplish the following goals:

31 Topic 1: Introduction of Tourism Products Knowledge Links (1) Appeal to the potential customer. The appeal of an ad. is the special significant benefit the product will provide. There are different appeals to different groups of people. Therefore, it is imperative to select the right appeal. (2) Inform and motivate. An effective ad. should contain all the basic content the customer may want to know about the product or service. The copy should be able to induce interest, and an impulse toward the final buying action.

32 Topic 1: Introduction of Tourism Products Knowledge Links (3) Be capable of instant understanding by the audience or receivers addressed. The advertisement should be clear and apparent to enable the reader to understand at a glance. (4) Be believable and impressive. No over-statements or excessive exaggeration should take place. Such practice will only be counter-effective. To quote a Chinese saying: By knowing the opponent and yourself, you can fight a hundred battles with no danger of defeat.

33 Topic 1: Introduction of Tourism Products Knowledge Links An ad. should be viewed from the point of view of keen competition. Make direct promotional comparisons with leading competitors and find out the strengths and weaknesses of your products and services versus the competitors. Then try to advertise your own unique aspects. If we can not claim a better quality, can we claim better service? However, marketers who contemplate comparative advertising should take precautions to assure that they can back their claims. Failure to back such claims may lead to disputes and lawsuits.

34 Topic 2: Helping to Make Reservation Background Information Nowadays, travel agency usually help the tourists to make reservation on the Internet. So if you are considering a website for your travel agency or if you are looking to improve your current website, here are a few tips to help you evaluate your website.

35 Topic 2: Helping to Make Reservation Travel is a lifestyle industry. Looks are important. Whether your message is good value for your money, extreme adventure, luxury or all of the above, the graphic content of your site should reinforce this. More people are surfing with higher speed connections and HTML has progressed to a point where an experienced developer can put a lot of punch on a page and still have it download quickly. (1) Look good.

36 Topic 2: Helping to Make Reservation There should be continuity to your look, unifying the elements from your brochures, newspaper and fax marketing. Having a patchwork of marketing material can make your company look like it was cobbled together. While looks are important, you should not sacrifice usability. All the old-school rules about good interface design still apply. (1) Look good.

37 Topic 2: Helping to Make Reservation If your site links off to a third party booking engine, take the option to have your branding included on the page. Otherwise it looks to the user like youve pushed them out your door. If there is a fee involved in placing your branding on the site, we suggest you buy it if you can afford to. (2) Put your name up front.

38 Topic 2: Helping to Make Reservation It really does help with customer loyalty. If at all possible, avoid using a frameset to include your branding. (Your HTML person will know what this is if you dont.) Framesets are old, clunky and not search engine friendly. They should be used as a last resort if the third party will not permit you to co-brand using templates. (2) Put your name up front.

39 Topic 2: Helping to Make Reservation Content management tools will help you keep your page content up-to-date, but you can also be leading edge by giving your customer opportunities to create a profile, add themselves to a targeted newsletter subscription list, enter a contest or interact with your real-life agents. Online marketing tools, request managers and even online chat helps your customer get the information they need, but they also have to give you their information. Give the user many opportunities to contact a real person. (3) Be fresh.

40 Topic 2: Helping to Make Reservation Travelers are always looking for useful third party information that can help them make their buying decision. Instead of just linking off to a third party website, consider co-branding opportunities with other providers. You may even be able to integrate a currency converter or real-time weather application directly into your site. By adding useful tools to your site, you increase the likelihood that a user will come back to your site to find information in the future. (4) Offer value add services.

41 Topic 2: Helping to Make Reservation If you provide your visitors with the option to send the page to a friend or a page, they may even do some viral marketing for you. Your website should act like another agent on your staff. It should look nice, be courteous to the user and employ all of the skills necessary for closing a sale. Your site can be designed to ask questions, narrow the users choices, provide information and recommendations, close the sale and then sell add-ons like insurance. (4) Offer value add services.

42 Topic 2: Helping to Make Reservation It can also offer the option of talking to you or your agents at any point in the sales-closing process. In conclusion, there are many factors that can contribute to the success of your travel website or any website for that matter. The key is to remember that your website is your presence on the Internet and should be as important as your physical location. If you invest the time, money, and effort to make your website as professional and trustworthy as your physical office, your customers will be more likely to do business with you online. (4) Offer value add services.

43 Topic 2: Helping to Make Reservation Situational Dialogue Mr. White is calling CITS for room reservation in Beijing. (A: Clerk B: Mr. White) A:Good morning, CITS, Beijing branch. Zhang Li is speaking. May I help you B:Good morning, Miss Zhang, our family will leave for Beijing from New York next Thursday, would you please help me reserve one suite and two single rooms at Beijing Capital Hotel for a week? A:May I know your arrival and departure dates, please?

44 Topic 2: Helping to Make Reservation Situational Dialogue B:From Friday August 3rd to Thursday August 9th. A:That will be six nights. One moment, please…let me check and see if there is any room available. Oh, so sorry to tell you all of the single rooms for August 3rd at that hotel have been fully booked. Shall I contact any other similar hotel in Beijing for you, instead? B:Then what would you recommend to me, please? A:Shangri-La Hotel, another five-star hotel in Beijing, which just locates at the downtown.

45 Topic 2: Helping to Make Reservation Situational Dialogue B:Yeah. Would you please help me book a suite and two single rooms? A:May I have your surname and initial, please? B:Yes, my name is Henry White W-H-I-T-E. A:Is this a family booking, Mr. White? B:Yes, I book the room for my wife, daughter, son and I. A:I see. B:How is the room rate, please?

46 Topic 2: Helping to Make Reservation Situational Dialogue A:For a suite, $1,500 per night and for single room, $800, plus 15% service charge. The total comes to $14,400. B:Thats quite expensive, do they offer any discount? A:Im afraid not, since it is at peak season now. B:Maybe you are right. Now would you please confirm the details about my reservation again?

47 Topic 2: Helping to Make Reservation Situational Dialogue A:Yes. A suite and two single rooms at Shangri-La Hotel, the arrival time is on Friday August 3rd, the departure time is on Thursday August 9th, six nights in the name of Mr. Henry White. The total cost is $14,400. Am I right, Mr. White? B:Thats right. I will reconfirm it one week before our departure. A:Thatll be fine. Thank you for your reservation.

48 Topic 2: Helping to Make Reservation Vocabulary available initial recommend reconfirm

49 Topic 2: Helping to Make Reservation Notes 1.CITS Beijing branch 2.Beijing Capital Hotel 3.Shangri-La Hotel 4.have been fully booked 5.May I have your surname and initial?

50 Topic 2: Helping to Make Reservation Useful Sentences For a receptionist 1.Good morning. Reservations, can I help you? 2.Just a moment, please. Ill check for you and see whats available. 3.What kind of room would you like? How many rooms do you need?

51 Topic 2: Helping to Make Reservation Useful Sentences 4.May I know your arrival time and departure time at hotel, please? 5.Can you confirm those payment details in writing, please? 6.If you change your mind, please notify us as soon as you can.

52 Topic 2: Helping to Make Reservation Useful Sentences How to offer and get room rate 1.How much a day do you charge? ? 2.How much does a double room cost? ? 3.RMB1,280 per night, with breakfast We charge RMB1,680 for a deluxe twin per night

53 Topic 2: Helping to Make Reservation Useful Sentences 5.We can do a standard/deluxe double room for RMB1,680 per night. / The price/rate for a minimum of 5 rooms is 20 percent off. 5 20% 7.Can I get a discount? / ? 8.Im sorry, there is no discount.

54 Topic 2: Helping to Make Reservation Useful Sentences 9.Theres a reduction for children. 10.We have already cut the price very fine.

55 Topic 2: Helping to Make Reservation Useful Sentences How to get information from the customers 1.How long will you plan to stay?/How long will you be staying? ? 2.What type of room do you require? ? 3.How many rooms will you require? ? 4.May I know who Im talking with? (Making a phone) ?

56 Topic 2: Helping to Make Reservation Useful Sentences 5.May I have your name/telephone number, please? / ? 6.Who is the booking for? ? 7.May I have the way to contact with you? ?

57 Topic 2: Helping to Make Reservation Useful Sentences Booked up 1.Im sorry, but were booked up. 2.Im sorry, but we have no vacancies at the moment.

58 Topic 2: Helping to Make Reservation Exercises 1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. Simon White is calling the hotel receptionist to make a reservation. (A: Receptionist B: Bimon White) A:____________________________________________ __________________________( ) B:This is Simon White calling from America. ______( )

59 Topic 2: Helping to Make Reservation Exercises A:____________________________________________ _______________________( ) B:Four nights, please. A:________________________________________( ) B:From August 8th to 11th. A:____________________________________( ) Mr. White?

60 Topic 2: Helping to Make Reservation Exercises B:Id like to book a double room for myself and my wife. Whats the rate? A:____________________________________________ ________________( )________________________ ( ) B:Ill take a standard double room. It is about 40 US dollars per night, isnt it?

61 Topic 2: Helping to Make Reservation Exercises A:Yes, Mr.White, a standard double room, ________( ) Am I correct? B:Yes, you are right. A:___________________________________________ ( ?) B:____________________________________________ ____ ( 6 ) A:________________________________________ ( ?)

62 Topic 2: Helping to Make Reservation Exercises B:You can call my number, A:_______________________________________ ( ) Mr. White, _____________________ ( ) Goodbye. B:Thats fine. Thank you. Goodbye.

63 Topic 2: Helping to Make Reservation Exercises 2. Role Play. Make up a dialogue based on the following situation and role-play it to the class. Supposing the Whites, will go to Paris to spend their holiday from Dec. 3rd to 7th, now the couple comes to your travel service, asking if you can offer hotel reservation service for them. If yes, they want you to book two standard rooms at the downtown of the city, with the price of no more than 2,000 Yuan per room each night. As an office clerk, you make a reception for them.

64 Topic 2: Helping to Make Reservation Knowledge Links How to Write a Reservation Letter and Reply to it Letters making reservations need not be long, but they should be definite. It is well to specify the number of reservations wanted, the location or position preferred, the accommodations or appointments, preferred single or double bed the date or dates of the reservations, and the price or rates.

65 Topic 2: Helping to Make Reservation Knowledge Links Please request confirmation of the booking if you are writing from a fixed address and if there is time. Letters acknowledging reservations should be courteous and appreciative. If the reservations have been made, the letter should give all necessary details to avoid any misunderstanding. If you need to ask a travel agency to make a reservation at hotel for you, you may write a letter or send fax or to them.

66 Topic 2: Helping to Make Reservation Knowledge Links The words in it should be brief, clear and direct and the layout should be standard. Moreover, while writing a reservation letter, you have to follow the six steps below: (1) Making the reservation; (2) Clarifying the dates/days and number of guestrooms reserved; (3) Requesting the rates; (4) Mentioning the purpose of the stay; (5) Mentioning special requirements, if any; (6) Providing contact details.

67 Topic 2: Helping to Make Reservation Knowledge Links Reservation Letter Beijing Branch, CITS 89 North Zuoan Rd, Beijing, China June 2nd, 2010 Shangri-la Hotel, 32 London Bridge Street, Southwark, London SEI, SW7 2AZ, United Kingdom

68 Topic 2: Helping to Make Reservation Knowledge Links Dear Sir or Madam, Im a tour guide from CITS. I would like to book a standard double room for my tourists from May 9th to 10th, inclusive for May 10th. They are Linda Smith, Henry Smith. I would like you to provide them with the rooms facing to south, if available. Theyll arrive at Beijing International Airport at 6:00 p.m. on June 12th. I wonder if you offer a pick up service over there. Well be very obliged if you can reply to us at your earliest convenience. Please call me by the number

69 Topic 2: Helping to Make Reservation Knowledge Links Yours faithfully, Li Zhang Reservation Department

70 Topic 2: Helping to Make Reservation Knowledge Links An Acknowledgment of a Letter Requesting Reservations Dear Miss Zhang, In accordance with your recent request, we are pleased to reserve for you a standard double room for June 12 to 15 inclusive. The rate will be $180 a day. We look forward to greeting you on your arrival. Cordially yours, Jack Jordan

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