Travel Reference
In-Depth Information
Know retail travel operational practices
SECTION 2
In this section we look at common working practices
in retail travel, the use of technology, how legislation
affects retail travel, the work of trade associations and
licensing.
and who are committed to
p
ro
vi
ding excellence in
customer service should be c
h
osen to work in this high
profi le area. The environment in which the front offi ce
is positioned
a
ls
o
needs to be carefully planned, and
should pro
v
id
e
a clean, warm, effi cient, welcoming and
friend
l
y a
t
mosphere.
Working practices
There must always be a strong link between front and
back offi ces for the organisation's business systems
to truly effective. For example, when a client books a
holiday in a travel agency, information must be passed
to a variety of back offi ce systems, e.g. accounting
and credit control. Examples of the different functions
carried out by front and back offi ce staff in retail travel
agencies include the following:
It is common for travel and tourism organisation
s
to
divide their business functions into 'front o
f
fi c
e
' and
'back offi ce', developing systems in supp
o
rt
o
f each.
In simple terms, the front offi ce (somet
i
mes referred
to as 'front of house') refers to the r
e
ception area of
any travel and tourism facility - the point at which the
customer fi rst makes contact with the organisation.
The back offi ce (also known as 'back of house') refers
to the organisation's f
u
nctions that take place behind
the scenes, for example accounting, human resources,
training and stock
control.
Front offi ce functions
Welcoming customers
•
•
Taking bookings
•
Selling services
•
Providing information
•
Handling cash, cheques and cards
•
Controlling entry
•
Promoting products and services
•
Answering enquiries
•
Maintaining records
•
Passing information to back offi ce
Back offi ce functions
Cash and credit control
•
•
Accounting
Dealing with customers is an important front oi ce
function in retail travel
•
Client databases
•
Brochure stock control
•
Maintenance
The concept of front and back offi ce is widespread in
the retail travel industry. The division into front and
back offi ce allows management to focus resources on
particular functions and train staff in these areas. The
selection of staff to work in the front offi ce is particularly
important, since it provides the visitor with his or her
fi rst impressions of the organisation. Staff with an
understanding of customer needs and expectations
•
Marketing and publicity
•
Analysis of management data
•
Staff training
•
Personnel/human resources
•
Health and safety
