Travel Reference
In-Depth Information
•
Age - people of all ages travel and go on holidays.
FOCUS ON INDUSTRY
Older people may not be as familiar as younger
travellers with researching holidays and making
bookings online, so may look to the more personal
service offered by a travel agent. They may also have
particular needs when travelling to and spending
time in their holiday destinations, e.g. ground fl oor
rooms in accommodation, special diets, access to
medical services, etc.
WELCOME INTERNATIONAL
Welcome International (formerly Welcome Host
International) is a one-day customer service training
course designed to give people working in the
travel and tourism sector greater confi dence when
meeting and greeting international visitors in another
language. Part of the Welcome to Excellence series
of training programmes (see page 135), Welcome
International aims to meet, greet and inform visitors
in two languages from the following: Arabic, Chinese
(Mandarin), Dutch, French, German, Italian, Japanese,
Norwegian and Spanish. Organisations whose staff
complete Welcome International benefi t from the
improved quality of customer service and personal
touch extended to visitors in this highly competitive
sector. Course content includes language practice,
cultural aspects and national country facts.
•
Gender - some travellers may have specifi c needs
when it comes to selecting their holidays and travel
plans, e.g. a cultural or religious code may prohibit
men and women travelling together or sharing the
same accommodation;
•
Socio-economic group - a traveller in a higher socio-
economic group (with a higher than average income)
may choose 'premium' services and facilities, e.g.
fi rst class travel and 5-star accommodation. At the
other extreme, a customer of limited means will look
for advice on securing the best value travel deal;
•
Family circumstances - the particular needs of
families fl uctuate over time. Families with very young
children may wish to travel at more convenient times
and use transport services that allow more luggage
to be taken. Teenage children generally like to
make new friends on holiday and their parents will
appreciate customer service staff who can help to
meet their needs. Couples whose children have left
home - the so-called 'empty nesters' - have more
freedom to explore and choose holidays that meet
their particular needs.
Weblink
Check out this website for more
information on the Welcome International
training programme.
www.welcometoexcellence.co.uk
Meeting other needs
In addition to meeting the specifi c needs discussed in
the previous sections of this unit, customers may have
other needs relating to, for example:
