Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service Question Answer and select need one. Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service Notes Download PDF. AHSEC Class 11 Elective Travel Tourism and Hospitality Question Answer English Medium.
Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service
Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 Travel Tourism and Hospitality Chapter 4 Prepare for Providing Customer Service Textbook Solutions English Medium for All Chapters, You can practice these here.
Prepare for Providing Customer Service
Chapter: 4
| SESSION 1: PREPARE FOR PROVIDING CUSTOMER SERVICE (MEET AND GREET) |
| CHECK YOUR PROGRESS |
A. Multiple Choice Questions:
1. ________________delivers all the information related to a tour.
(a) Travel Agent.
(b) Tour Guide.
(c) Hotel Agent.
(d) All the above.
Ans: (a) Travel Agent.
2. __________________gives the traveller peace of mind that they will have somewhere to sleep once they arrive at their destination.
(a) Advance Booking.
(b) Online Booking.
(c) Phone Booking.
(d) All of the above.
Ans: (d) All of the above.
3. _____________can be booked from the IRCTC website.
(a) Rail tickets.
(b) Bus Tickets.
(c) Flight Tickets.
(d) All of the above.
Ans: (d) All of the above.
4. CRS means __________________.
(a) Computer Reservation System.
(b) Centre Reservation System.
(c) Control Reservation System.
(d) None of the above.
Ans: (a) Computer Reservation System
5. TAC refers to __________________.
(a) Travel Agent’s Commission.
(b) Tour Agent’s Company.
(c) Tour Arranging Company.
(d) Travel Advisory Committee.
Ans: (a) Travel Agent’s Commission.
B. Subjective Questions:
1. What are the advantages of travel booking with Travel Agents of a travel agency?
Ans: The advantages of travel booking with Travel Agents of a travel agency are:
(i) Travel agents deliver all the information related to the tour.
(ii) Travel agents are able to offer various packages with different combinations, with all inclusive prices. Customers need not pay any additional amount for the services offered.
(iii) Travel Agents offer affordable payment options, even of a small deposit at the time of booking and giving the remaining amount within an agreed duration of time, while most online booking sites demand instant payment to confirm a booking.
(iv) Travel agents act as trouble-shooters and offer help at the time of unexpected incidents during the tour. They are with the client on every step. They may fix situations with the help of their contacts at the place visited.
(v) In case of travel insurance claim or any need to follow up on any complaint of the client after the tour, the travel agent helps and continues to work on behalf of the client. They make sure to solve the problems on time.
2. What are the various travelling components booked by the travel companies?
Ans: Travel Agents, Tour Managers or Travel Consultants book travel components either as a single product like air or rail tickets, hotel rooms, renting transport, etc., on Travel Agent’s Commission (TAC) for their clients or as composite of package tour. Some clients ask only for a single travel product, but these days, clients ask for the entire tour packages to be booked for them. Tour packages can be GIT (Group Inclusive Tour), FIT (Free-Independent Traveller), all inclusive and Escorted Tours prepared on different themes like Heritage Tours, Cultural Tours, Wildlife Tours, Adventure Sports Tours, etc.
The following travel components are booked by travel companies:
(a) Hotel rooms: Booking accommodation, dealing with the different kinds of accommodation options, and considering alternative lodging options are some issues that the travellers need assistance with.
(b) Airline, rail and bus tickets: A single tourism product or a composite tourism package can also be booked through travel companies. A single tourism product can be travel tickets or transportation at the visiting place, accommodation in a hotel or booking for sightseeing.
(c) Rent a tourist transport: There are many car rental companies in India which offer vehicles to tourists for independent tours. Travel and tourism companies hire these tourist vehicles from Car Rental Companies as per the requirement of the tourists and offer them either as inclusive with the package or as a single tourism product for local sightseeing. Many travel and tour companies include Car-Rental Service in the tour package.
3. Explain the procedure of booking a car for tourists by a travel company.
Ans: A Tour Operation Manager or Customer Service Executive of a travel company needs to follow the following procedure for booking a car for its clients:
(i) Making a checklist before the guest arrival, including details, such as name, flight details and itinerary from the tour operation department of the company.
(ii) Liaison with the car-rental company for renting a car as required by the tourist and mentioned in the tourist’s itinerary.
(iii) Set the rate and date as per the company policy.
(iv) Send an e-mail of the current booking of the tourist.
(v) Re-confirm the booking before the arrival of the guest.
(vi) Co-ordinate with the company owner for getting the vehicle number and driver contact number at the day of guest arrival.
(vii) Go with the driver, meet, greet and receive the tourist from the arrival point (airport, railway station or bus stop).
(viii) Escort the client or tourists to their pre-arranged hotel and inform the driver about the next step of the tour.
4. Manager or Customer Service Executive (Meet and Greet) of a travel company?
Ans: A Manager or Customer Service Executive (Meet and Greet) in a travel company is a professional responsible for welcoming and assisting guests or tourists upon their arrival at airports, railway stations, or bus terminals. The first meeting with the customer must be impressive and hospitable which reflects the image of the company. The Customer Service Executive of the travel companies has the responsibility to reflect the company’s brand value. So, before meeting the client, prior planning and preparation needs to be done at the terminal or an agreed place, including coordinating with the co-service providers, such as airport staff, drivers, accommodation providers, superior and team members for a smooth transfer of guests.
5. What is ‘on the spot booking’? Explain in brief.
Ans: On the spot booking’ refers to making accommodation or travel arrangements at the destination or hotel at the time of arrival, rather than booking in advance. If a traveller plans their travel independently and does not use a package from a Travel Agent, sometimes finding accommodation on arrival at the destination or hotel may be difficult. If rooms are available, the hotel will give you a room but at a higher price. During busy times, it is risky because all the rooms might already be full.
| SESSION 2: PREPARE FOR MEETING CUSTOMERS |
| CHECK YOUR PROGRESS |
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