TRAVEL CONSULTANT
Duration: 2 Months
- Receive customer with a smile or welcoming mail / telephone response
- Ensure all walk-in customers are attended to.
- Offer refreshments to walk-in customers.
- Make customers comfortable and be accessible to them for queries.
- Inform them about any ongoing promotions.
- Understanding the type of tour customer is looking for.
- Understanding the needs of the customer.
- Initiate enquiries.
- Understand other details such as duration of travel, number of people, budget etc.
- Understand an appropriate destination based on their preferences.
- Identify the type of group.
- Analyze the type of package that can be offered.
- Suggest some best place options and things to do there for customers who haven’t planned anything in particular.
- Ensure to be polite and attentive.
- Send mails or stay in touch through phone if customers have not decided across the counter.
- Be updated on current prices of accommodation, transport etc.
- Keep the customer informed about any new product.
- Collect resources such as brochures, travel books etc.
- Ensure to have the railway and airline timetable for the destination.
- Gather travel magazines related to destination.
- Co-ordinate with government tourist offices of the destination.
- Update information on various facilities and services at the destination.
- Compile the customer’s needs.
- Analyze the cost of travel through various modes.
- Understand the costs of different accommodations.
- Understand the package rates from different travels.
- Browse through entrance fees of places of interest.
- Plan on cost of meals, shopping, guides as per customer’s cost of living.
- Gather all costs and include any miscellaneous expenses that may occur.
- Estimate total cost of tour along with mark-up.
- Decide on route map and ensure routing is planned with nearby locations packed together.
- Plan in a way that all places of attraction are efficiently covered within the time available.
- Consider details like interest of tourist and their energy levels.
- Prepare itinerary from beginning of journey till the end.
- Ensure to add all important tourist destinations into it.
- Mention the opening and closing time of places of interest and background information of that place too.
- Include the distance between the various locations.
- Mention the various restaurant options around.
- Provide relevant travel information to the customer.
- Ensure to update the customer with destination information.
- Notify the customer on luggage limits, insurance, medical, travel documents, currency etc.
- Advice the customers on the issues that can be faced during travel.
- Co-ordinate for booking of tickets, hotels, visa etc.
- Confirm the customer’s name at the hotel and airline once the booking is made.
- Ensure the necessary processing in case the customer cancels the tour.
- Co-ordinate for transportation.
- Arrange for a tour escort or guide who is well versed in the preferred language of the customer.
- Co-ordinate with appropriate departments on events, entertainment etc. arranged during the travel.
- Inform the customers if there is any alteration required to the planning, cancellations, postponement etc.
- Convince the customer politely if there is any discrepancy in planned itinerary.
- Compensate them with a better option.
- Process refunds timely, if any.
- Assist customers quickly and conveniently if they plan to have a change or upgrade while on tour.
- Ensure the altered service offered matches customer expectations.
- Get in touch with the customer after tour and understand how they feel about the package.
- Collect the feedback from customers.
- Provide questionnaire and get a rating for service.
- Attend to customer dissatisfaction and complaints.
- Ensure to rectify if there was some negative feedback.
- Record customer details.
- Document monthly status report of walk-ins and turn-outs.
- Ensure to maintain privacy of customer details.
- Ensure to maintain trust and reliability.
- Ensure all needs of customers are met.
- Ensure to maintain long term relations with customers.
- Receive job order and instructions from reporting superior.
- Escalate unresolved problems or complaints to relevant superior.
- Understand work output requirements, targets, performance indicators and incentives.
- Deliver quality work and report anticipated delays with reason.
- Communicate maintenance and repair schedule to superior.
- Receive feedback on work standards.
- Document the completed work.
- Show trust, support and respect to all colleagues and assist them with information and knowledge.
- Try to achieve smooth overflow.
- Identify the potential and existing conflicts with colleagues and resolve them.
- Seek assistance from colleagues when required.
- Pass on essential information to colleagues in a timely manner.
- Behave responsibly and use polite language with colleagues.
- Interact with colleagues from different functions to understand their nature of work.
- To understand teamwork, multi-tasking, co-operation, co-ordination and collaboration.
- Lookout for any errors and help colleagues to rectify them.
- Identify customer needs by asking questions.
- Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner.
- Build friendly but impersonal relationship with the customers.
- Use appropriate language and tone and listen actively.
- Show sensitivity to gender/ cultural and social differences.
- Understand customer expectations and provide appropriate product/services.
- Understand customer dissatisfaction and address their complaints.
- Maintain proper body language and dress code.
- Communicate clearly and effectively with the guest.
- Inform the customers on any issues and developments involving them.
- Respond back to the customer immediately.
- Upselling/promoting suitable products and services.
- Seek feedback from customers.
- Explain terms and conditions clearly.
- Understand target customers, their profiles and needs.
- Build good rapport with the customer.
- Understand the market trends and customer expectations by discussing the same with frequent customers.
- Seek feedback and rating from customer.
- Use customer oriented behavior to gain loyalty and satisfaction.
- Be friendly but not familiar with guest.
- Ensure fair and honest treatments to customers.
- Enhance company’s brand value.
- Read customer expectations and ensure they are met.
- Readily accept and implement new ideas to improve customer satisfaction.
- Communicate customer feedback to superior.
- Offer promotions to improve product satisfaction.
- Consult with senior on unscheduled customer requests.
- Greet, welcome and address the customer appropriately.
- Maintain pitch and tone of voice while speaking to customers.
- Maintain high standards of practice and transparency in pricing.
- Answer the telephone.
- Communicate appropriately with the customer.
- Dress professionally.
- Maintain personal integrity and ethical behavior.
- Maintain personal grooming and positive body language.
- Demonstrate responsible and disciplined behavior.
- Escalate grievances to appropriate authority.
- Use appropriate titles and terms of respect.
- Handle customer grievances professionally.
- Offer friendly, courteous and hospitable service to the customers.
- Provide assistance with sincere attitude.
- Achieve 100% customer satisfaction.
- Understand customer loyalty and brand value.
- Ensure that the customer feels safe.
- Understand procedures to be followed during terrorist attacks.
- Know the facilities and services specific to gender and age.
- Co-ordinate with team to meet these needs.
- Educate customers about entertainment programs for children, basic safeguard procedures for senior citizens.
- Arrange for transport and equipment as required by senior citizens.
- Understand availability of medical facilities/doctor.
- Understand women rights and company’s polices regarding them.
- Know special facilities available for women colleagues and customers.
- Inform about methods to ensure safety and security of women.
- Provide comfortable and safe environment for female customers.
- Maintain compliant behavior etiquette while dealing with women.
- Treat women equally and avoid discrimination.
- Ensure safety and security of female colleagues and customers at all levels.
- Make sure new initiatives of Hotel are not leaked out.
- Report IPR violations.
- Read copyright clause.
- Protect infringement upon customer’s interests.
- Know which aspect of customer information can be used.
- Report any infringement.
- Keep the workplace clean.
- Identify waste and ensure its disposal.
- Ensure waste bins are cleared every day.
- Point out requirements for pest control.
- Ensure work place has fresh air supply and sufficient lighting.
- Ensure maintenance check of air conditioners and other mechanical equipment in the department.
- Know safe and clean handling of linen, laundry and work area.
- Ensure adequate supply of cleaning consumables.
- Hand wash procedure.
- Understand personal hygiene.
- Understand dental hygiene.
- Understand cross contamination and how to prevent it.
- Report on personal health issues.
- Ensure procedures such as covering the mouth and turning away from people while coughing and sneezing.
- Maintain availability of clean drinking water.
- Get appropriate vaccinations regularly.
- Undergo preventive health checkup and treat all illnesses promptly.
Register Now