Travel Reference
In-Depth Information
for example, in the management's own organisation or
to look into the service offered by competitors. The
technique is widely used in the commercial sectors of
travel and tourism, most notably in airlines, hotels and
travel agencies.
Activity 4.1
With the prior approval of your tutor, visit a selection
of local travel and tourism facilities as a 'mystery
shopper' and describe the levels of customer service
you received at each. Compare your fi ndings with
other members of your group, highlighting the good
aspects of at least two organisations.
This activity is designed to provide evidence for P1.
Customer service staf play a vital role in travel and tourism
Company image
First impressions
An organisation's image plays a large part in determining
its success. A positive image with the paying public will
help increase sales and profi tability, whereas a poor
image will often be a barrier to achieving success. We
develop an image of a company from many sources,
based on both its products and its services. Taking the
example of a country house hotel, a customer's image
will be based on its
premises
- is the hotel attractive,
well-presented and clean? - its
publicity materials
-
are its brochure, logo and website well-designed? -
its
standards of customer service
- are staff helpful,
effi cient and attentive at all times? - its
organisational
effi ciency
- was your experience when contacting the
hotel pleasant and professional?
As we are often reminded in everyday life, fi rst
impressions count! In service sectors such as travel
and tourism fi rst impressions are always important,
whether staff are meeting holidaymakers at the airport,
advising them on holiday choices in a travel agency or
taking a booking for farmhouse bed and breakfast at a
tourist information centre. When you work in travel and
tourism, you must always remember that the way you
present yourself to customers has a direct infl uence on
their enjoyment, your job satisfaction and, ultimately,
the success of the organisation that is employing you.
Creating a good fi rst impression is not just concerned
with how staff welcome customers, but is also has a lot
to do with the appearance of premises and facilities,
e.g. if there are enough car parking spaces for visitors,
well-maintained offi ces and reception areas, clear
signposting and tidy grounds.
There are certain ground rules that all staff working
in travel and tourism should always follow in order to
present a positive company image, for example you
should
always
:
•
Be loyal to the organisation;
•
Follow organisational procedures;
Many organisations carry out 'mystery shopper'
exercises to make sure they are creating a good fi rst
impression. A mystery shopper is somebody who is
employed by an organisation to anonymously visit
a facility or use a product or service and report back
to management on his or her experiences. It can be
used to gain information on the performance of staff,
•
Respect the buildings and equipment where you
work;
•
Be friendly and courteous with colleagues and
customers;
