Assessment 1 customer servicee

Assessment 1

BSBCUS501C Manage Quality Customer Service

Task 1

Organisational Chart

In the Tour Travel Agency Company the whole organisational chart looks like:

Owner – The owner is a position that is very dependable upon the organisational needs and goals. Usually the owner will have the following responsibilities:

promoting and marketing the business, sometimes to new or niche markets;

managing budgets and maintaining statistical/financial records;

selling travel products and tour packages;

sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism;

taking part in familiarisation visits to new destinations to gather information on issues and amenities of interest to consumers;

liaising with travel partners, including airlines and hotels, to manage bookings and schedules, often one year in advance;

dealing with customer enquiries and aiming to meet their expectations;

overseeing the smooth, efficient running of the business.

Senior Manager – takes care of the overall operations of the company by:

Use operations management skills, such as establishing work plans and objectives

Use financial management skills, such as overseeing budget

Manage human resources, such as hiring and training staff

Use sales and marketing skills, such as determining potential markets

Coordinate merchandising functions through retail buyers

Research new products

Tour Consultant – The travel consultant is responsible for actually selling and promoting the products/services to the customers. The tour consultant has one of the most important jobs when dealing with customers.

provide literature and information to clients concerning local, interstate and international tours, travel routes, accommodation, local customs, fares, and travel regulations

discuss client requirements and advise on suitable options

plan, prepare and cost itineraries (travel plans) for clients

make travel, accommodation and related bookings

confirm bookings and notify clients of luggage limits and insurance, medical, passport, visa and currency requirements

issue tickets for travel, accommodation vouchers and all relevant documentation

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ocumentation

collect payments and maintain records of transactions

assist with changes to travel arrangements and bookings where required.

Tour Guides – the tour guide will be travelling with the tour group and has the following roles:

meet members of a tour on arrival and make introductions

coordinate pre-arranged accommodation and transport and make sure that tour members are comfortable

lead tour groups, drive coaches or limousines, advise tour members of local interest points, and prepare and present tour commentaries

coordinate pre-arranged tour activities such as visits to local attractions, restaurants or shops, train rides, cruises, extended tours, white water rafting, bushwalking and mountaineering

research and share general information on Australian Indigenous cultures

attend to operational problems such as booking errors and amendments, lost luggage or illness

provide first aid if needed

keep in touch with transportation companies

Task 2

Flight Centre

Our Vision

‘To be the world’s most exciting travel company, delivering an amazing experience to our people, customers and partners.’

Our Mission

’To open up the world for those who want to see.’

For our people this means our purpose is to open up their world by helping them develop professionally and personally.

For our customers this means opening up their world through the exciting medium of well-organised, targeted and great value travel experiences.

For our shareholders it is giving them a magnificent return on their investment.

Achieve Vision by:

providing excellent customer service

satisfying the customer needs

identifying new opportunities and growing stronger

listen to customer feedback and adjusting to customers feedback

Objectives

Improve number of sales

Customer retention increased

Building more centralised customer service

Build a stronger reputation

Balanced Score Card

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