SUMMER PROJECT REPORT ON

KUONI SOTC
Submitted To Mr. Manish Kumar In the partial of fulfillment of the requirement for the degree of B.Sc. ATHM (Airline, Tourism & Hospitality Management) (Session 2010-2013) Under the supervision of Mr. Nadim Haider

Submitted By Ajvir Kaur

Year 2010-2013

ACKNOWLEDGEMENT
There and training is always with the a sense help of of gratitude different one expresses to I others wish for to the helpful this my

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gratitude towards all of them. It gives me immense pleasure to express my deep regards and sincere sense of gratitude to Mr. Manish Kumar (Head Of Airlines, Tourism & Hospitality Department) for his guidance throughout the training. I would also like to thank sir for their support which helped me throughout my training. I am highly reverential to them as our placement coordinator, for their efforts towards our training arrangement. I am also thankful to other staff of my dept for helping me to complete this report. I am too much grateful towards my team at Kuoni SOTC. It includes Mr. Nadim Haider(RegionManager), Mr. Mustfeez Alam (Manager), Ms. Tajinder Kaur (Sales Executive), who spare me their precious time to make me able to face the challenges of this industry and helped me in my day to day activities with Kuoni SOTC. I would like to thank everyone for forsteering my confidence and capability for giving me insight into training by giving me exposure to the arena of competitive and real world. Lastly I would like to thank my parents and friends for their constant support during the duration of my training.

Ajvir Kaur B.Sc (Airlines, Tourism & Hospitality Management) 6th Semester

PREFACE
The Travel and Tourism Industry is one of the largest and most profitable industries in most developed and developing countries. There has also been a marked improvement / rise in income levels followed by increased spending power of people that has given a major boost to the tourism industry as a whole. It is providing the unlimited job opportunity to those who are fully skilled and semi skilled in this field. For this purpose it becomes more important to the students for going to job training to get the knowledge about the ups and downs of this field.

I did my summer training under the guidance of Mr. Mustfeez Alam (Branch manager). I am pleased to work in this organization. The main emphasis of this training programme was to develop awareness about the Travel industry, so that we can understand its process, procedure, working conditions and its future prospects.I have tried my best to make this report a reader friendly and also did my level best to fulfill the objective of the summer training.

TABLE OF CONTENTS
CHAPTER NO. Sr. No CONTENTS

UNIT 1.
1.1) 1.2.) 1.3) 1.1) 1.2.)

INTRODUCTION TO TOURISM INDUSTRY

TRAVEL AGENCY DEFINITION TYPES OF TOURISM SOME IMPORTANT FACT TRAVEL AGENCY DEFINITION TYPES OF TOURISM

UNIT 2.
2.1) 2.2) 2.3) 2.4)
2.5) 2.6) 2.7)

COMPANY PROFILE
INTRODUCTION HISTORY ORGANISATION STRUCTURE DEPTARTMENT OF THE ORGANIZATION WORKING OF COMPANY WORK HANDLED DURING THE TRAINING EMPLOYEES OF THE COMPANY NUMBER OF THE BRANCHES OF THE COMPANY

2.8)

UNIT 3. UNIT 4.

WEEKLY REPORT WORK EXPERIENCE DURING TRAINING

UNIT 1. INTRODUCTION TO TRAVEL & TOURISM

Tourism industry, like every other industry, is growing in India at a much faster rate. In India, inbound tourist expenditure per head is third highest in the world and even more than global average tourist spending. Although technology is replacing the manpower but still there is greater demand for manpower. Indian market has expanded rapidly over the past few years and will continue to grow at the fastest pace in the coming years. Travelling often as been described as a means of education. Travelling is been considered as a interesting and an important aspect of every individual life. If we see history we will find that since evolution of human civilization man has wondered from one place to another. Travelling has become second nature to human beings. People over the ages have been travelling in countries and far across the globe. People travel for business matters, trade and seek their fortunes in different aspects of life. Migration takes place frequently now-a-days. Travelling has also become a means of pleasure. It has been observed that people spend nearly 500 billion a year on tourism.

1.1) TRAVEL AGENCY DEFINITION

A travel agency is a retail business that -sells travel related products and services to customers on behalf of suppliers such as airlines, car rentals,cruise lines, hotels, railways, sightseeing tours and package holidays that combine several products. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located.

an agency that arranges personal travel A business that attends to the details of transportation, itinerary, and accommodations for travelers. Also called travel bureau.

1.2.) TYPES OF TOURISM

Pilgrimage Tourism Pilgrimages have created a variety of tourist opportunities in medieval period and even in todays modern tourism, they stand as an important stream of tourism. India is famous for its temples and that is the reason that among the different kinds of

tourism in India, pilgrimage tourism is increasing most rapidly. The various places for tourists to visit in India for pilgrimage are Vaishno Devi, Golden temple, Char Dham, and Mathura Vrindavan.

Medical tourism Tourists from all over the world have been thronging India to avail themselves of cost-effective but superior quality healthcare in terms of surgical procedures and general medical attention. There are several medical institutes in the country that cater to foreign patients and impart top-quality healthcare at a fraction of what it would have cost in developed nations such as USA and UK. It is expected that medical tourism in India will hold a value around US$ 2 billion by 2012. The city of Chennai attracts around 45% of medical tourists from foreign countries.

Health Tourism Even though health tourism existed long before, it gained importance during eighteenth century. This tourism is associated with spas, places with health-giving mineral waters, treating diseases from gout to liver disorders and bronchitis. As a number of doctors have highlighted the benefits of bathing in sea water, and sea bathing, even this has become a part of health tourism.

Winter Tourism Winter sports contribute to winter tourism. Many water sports holiday packages are available at places in many countries apart from Ski and Snow festival tours organized

annually. Skiing is extremely popular in the mountainous areas. Ski festivals have variety of events like ski and sled competitions, ski and snow board lessons, performances and recreational activities. Majority of the event participants are from countries with a warm climate. Mass tourism Mass travel is possible with improvements in technology allowing the transport of large numbers of people in a short period of time to places of leisure interest. Through this, greater numbers of people enjoy the benefits of leisure time. The increase in the speed of Railways, the better Sea travel options, and the increase in the number of improved Air travel services, the mass travel has grown and developed internationally.

Adventure tourism As a kind of tourism in India, adventure tourism has recently grown in India. This involves exploration of remote areas and exotic locales and engaging in various activities. For adventure tourism in India, tourists prefer to go for trekking to places like Ladakh, Sikkim, and Himalaya. Himachal Pradesh and Jammu and Kashmir are popular for the skiing facilities they offer. Whitewater rafting is also catching on in India and tourists flock to places such as Uttranchal, Assam, and Arunachal Pradesh for this adrenalin-packed activity.

Wildlife tourism India has a rich forest cover which has some beautiful and exotic species of wildlife some of which that are even endangered and very rare. This has boosted wildlife tourism in India. The places where a foreign tourist can go for wildlife tourism in

India are the Sariska Wildlife Sanctuary, Keoladeo Ghana National Park, and Corbett National Park.

Beach Tourism Although India's thousands of miles of coastline are understandably overshadowed by its plethora of attractions beyond the shore, resorts and bungalows have sprung up in large numbers to capitalize on the nation's beaches. From the picturesque palm-lined strips of Kerala and Tamil Nadu to the aged hippie hangout of Goa to the distant, pristine Andaman islands, India has no shortage of getaways for travelers hoping to find sea, sun and sand

Eco tourism Among the types of tourism in India, ecotourism have grown recently. Ecotourism entails the sustainable preservation of a naturally endowed area or region. This is becoming more and more significant for the ecological development of all regions that have tourist value. For ecotourism in India, tourists can go to places such as Kaziranga National Park, Gir National Park, and Kanha National Park.

Cultural tourism India is known for its rich cultural heritage and an element of mysticism, which is why tourists come to India to experience it for themselves. The various fairs and festivals that tourists can visit in India are the Pushkar fair, Taj Mahotsav, and Suraj

Kund mela. The types of tourism in India have grown and this has boosted the Indian economy. That it continues to grow efforts must be taken by the Indian government, so that the tourism sector can contribute more substantially to the nations GDP.

MORDERN FORMS OF TOURISM:

Disaster Tourism Disaster Tourism is somewhat of a paradox. In the name of self-preservation after all, most people flee from natural disasters. A slim, intrepid minority however, prefer to fling themselves in the eye of the storm, as it were, or show up to observe the aftermath. Less aid workers and more storm chasers, these adrenaline fiends just like to watch.

Water tourism Rivers There is no better way to get to know nature of the Okrug than to travel along water arteries of the Chukotka inner territory, which is very rich in rivers. Doing down the rivers on canoes or rubber boats is possible only during high water season (July-

August) - during the rest of the year the rivers are either frozen or shallow and therefore impassable. The most popular routes are: 1. along the Amguema River, from source to 168th km of the Egvekinot-Yioultin

Road (310 km); 2. 3. 4. 5. along the Chantalveergyn River (150 km); Along the Pegtymel River (there you can see rocks with petro glyphs); Along the Ekittyki River and lake (94 km); Along the Anadyr River, from Markovo Village to the river mouth (300 km).

Length of the routes and direction may be varied at tourists request. You can rent motor boats in Anadyr and in the settlements of Markovo, Ust-Belaya (the Anadyr River), Amguema (the Amguema River) and Egvekinot (the Cross Bay).

Sea Coasts of the Chukchi Sea and Providence Bay every year see cruise ships with American, Canadian and Russian tourists. Such tours are arranged by both American and British tourist companies (Circumpolar Expeditions, Supernova Expedition LTD), and Kamchatka travel agencies (Pacific Network). These tours ordinarily include visiting unique natural, historical and cultural sights of the region: the Whale Alley on Yttygran Island, Lorinski hot springs, ethnographic museums on Nunyamo and Dezhnev Capes, numerous folk villages.

Sea cruises along the Anadyr and Bering Districts shores gain more and more popularity. Tourists coming to the district center Anadyr in summer can go on a motor boat excursion into the Onemen Bay, to the Kanchalan and Anadyr estuaries and to the mouths of the Anadyr and Velikaya Rivers.

Hunting and fishing Hunting The Okrug is rich in game-preserves inhabited with many hunting species, among which are: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Elk, Wild reindeer, Brown bear, Sable, Lynx, Wolf, Glutton, Ermine, Fox, Polar fox, Mink, Otter, Squirrel,

14. 15. 16. 17. 18. 19.

Lepus, Musk-rat, Wild goose, Wood grouse, Willow and tundra grouse, 10 species of duck.

It is prohibited to hunt for polar bear, snow ram, weasel, black-capper marmot, swan, white goose, emperor goose, brent-goose, eider-ducks of all species, mallard, killer whale, shoveled, harlequin duck, teal, sand hill crane, seagulls of all species, cormorant, day birds of prey, owl, woodpecker, cuckoo, song-birds and other birds of use. Fishing About 40 species of fish inhabit fresh-water basins of the Chukotka Peninsular, half of these fishes are suitable for commercial fishery. These are first of all salmon fishes: Siberian salmon, red salmon, humpback salmon, silver salmon and quinnat salmon. Siberian salmon from the Anadyr estuary rivers and red salmon from the Mainypylgin Lake and river system are main fishes of salmon fishery. The Chukotka Okrug has got large fresh-water fish resources; especially it is rich in whitefishes: broad whitefish, vendace, round whitefish, peled (in the Kolyma River basin). Apart from whitefish, marketable are grayling, rainbow herring, pike, burbot, bull-trout and loach. Every year in April on the ice of the Anadyr estuary ice-fishing competition takes place, it is called the Korfest - Smelt Festival (last Sunday in April)

Scientific tourism The Chukotka Peninsular is often visited by scientists, both Russian and foreign, working in different spheres of science. The Okrug is a popular place for research expeditions and conferences devoted to issues of constant and stable development of the territory. Reindeer-breeders camps in the Schmidt and Yioultin Districts where traditional way of life is preserved and coastal settlements of sea-hunters always attract ethnographers and linguists studying people of the Extreme North. Most of more than 500 archeological sights of the Okrug are still very little studied. Ornithologists often come to Chukotka, as more than 220 bird species live here. Routine research work is performed by ichthyologist and other researchers of biological resources of the sea.

Extreme tourism The Chukotka Peninsular is mainly a mountainous area with low and medium mountain relief. So in summer it suits for hitchhiking and bicycle mountaineering of different degrees of complexity. In winter on its bold peak slopes Alpine-skiing and snowboarding tracks can be routed. Severe climate conditions, landscape variety and detachment from civilization are perfect requisites for such kinds of tourism, as: 1. 2. Rafting, kayaking and suchlike activities Jeep-tours

3. 4. 5. 6. 7.

Tundra-roaming with reindeer-breeders Participation in a sea hunt Traditional forms of nomadic roaming in dogs and deer ledges walking tours bicycle tours

Devoted extreme travelers consider Chukotka to be one of the most difficult and interesting regions on the planet.

Dark Tourism: It includes a visit to places that have at some time been witness to some grave tragedy. For eg: Bhuj in the state of Gujarat, India that was hit by a major earthquake in the year 2001. Cemetery Tourism: Visiting the cemeteries of relatives and forefathers. Rural Tourism: Exposure to the life in villages.

Ghost Tourism A fascination with the supernatural drives some people to travel in search of the paranormal. Behind many a famous landmark is a great ghost story and indeed, popular tours in places like Dublin, St. Augustine, Florida, Quebec City and Brisbane explore historic, haunted city quarters

1.3) SOME IMPORTANT FACT

Performance of Tourism Sector during 2010 Ministry of Tourism compiles monthly estimates of Foreign Tourist Arrivals (FTAs) and Foreign Exchange Earnings (FEE) from tourism on the basis of data received from major airports. Because of the availability of final figures from Bureau of Immigration (BOI) for 2009, the provisional figure of 5.11 million FTAs for 2009 released earlier by Ministry of Tourism, has now been revised to 5.17 million.

UNIT 2. COMPANY PROFILE

INTRODUCTION
Kuoni India's key Outbound Division operates under the umbrella brand name of SOTC and is the country's largest outbound tour operator.

SOTC World Famous Tours is the flagship brand of SOTC, which pioneered the designing and marketing of escorted tours to cosmopolitan travelers across India. SOTC has escorted over 350,000 travelers across the globe, for more than 50 years to various destinations including Europe, Australia, New Zealand, USA, Africa, Mauritius, South Asia, and the Far East. After an in-depth customer research undertaken recently SOTC has articulated a more contemporary expression of its brand philosophy Expect More to further consolidate its current leadership position in the minds of the customer. This distinctive positioning commits to give to the customer more more value, superior customer service and high quality of products. SOTC has a wide distribution network of 130 sales outlets and 3,500 travel agents across India to retail its range of products and serve its customers better. Ask anyone who's traveled with SOTC, and they will confirm that SOTC lives up to its promise to take them around the world whilst the company strives to look after their comfort. SOTC's innovations, customer-focused strategies and extensive reach have ensured its prolific growth and consolidated its position as the uncontested leader in India's outbound travel market.

2.2) HISTORY
Established in 1949 with just five employees at an office in Cawasji Hormusji Street, Mumbai, it has grown to become one of Indias largest travel companies. By the year 1968, the Company had moved to a much bigger office at Mint Road and was also counted as one of the top ten travel agents in Mumbai, with a turnover touching Rs 25 million. A major turning point came in 1976 when SOTC handled its first group tour to the US during the bicentennial celebrations. Within three years, SOTC had taken about 500 passengers to Europe, the US, Singapore and Japan. In 1981, came another breakthrough when SOTC Package Tours began active advertising, with the first ad hitting the newspapers.

Between the years 1983 and 1995, SOTC grew by leaps and bounds. It moved to new premises at Church gate, Mumbai, installed the first computer for sales and operations, and went through a management metamorphosis with a complete restructuring of the business into autonomous Strategic Business Units (SBUs) with a state-of-the-art call centre. SOTC has been fulfilling the travel needs of Indians for over five decades now.

It continues to seek out new and exciting destinations to offer to outbound travelers.

.3) ORGANISATION STRUCTURE

2.5 ) WORKING OF COMPANY

SOTC World Famous Tours:

The Flagship brand of SOTC, which pioneered the designing and marketing of escorted tours to cosmopolitan travelers in India.

SOTC Sport Abroad:

Sport Abroad provides global sports-based holidays ranging from football, golf, tennis, cricket, F1 and many more exciting sports across the world.

SOTC Do-It-Yourself Holidays:

This holiday brand caters exclusively to the needs and requirements of the discerning Free Individual Traveler (FIT). It offers a wide range of customized, fully flexible holidays that cater to seasoned travelers, who wish to see the world at their own pace.

SOTC Holidays of India:

Is the domestic holiday brand which offers a wide range of organized domestic travel options across India, namely, Classic Holidays, Funfilled Beaches, Hill Stations, wildlife Holidays and Spiritual Retreats.

2.6) WORK HANDLED DURING THE TRAINING

During the training, I Handled the work of three Departments namely: Sales & Marketing Operations Service Delivery ( VISA)

SALES & MARKETING

In Sales & Marketing Department of Kuoni SOTC Ludhiana , I handled the Phone calls of clients in office. I noted the Client requests, told them about Packages, Quoted them Package Prices & made them Understand about the Travel Components. I also did Tele-calling for marketing purpose, to tell the clients about new Discounts & offers & convince them to Purchase the Travel Packages.

OPERATIONS In Operations Department I made Files which consisted of Passport copies of Client, booking form, visa copies & Tour Collection receivings. I was responsible for collecting & Settlement of payment made by client & do the Telegraphic transfers of client. I had to make a record of everything in operations.

SERVICE DELIVERY (VISA) In Service Delivery Department, I handled all the Far East Visa cases as well as Europe and USA cases. I prepared the cases. A Far east Visa case consisted of Passports, Visa Forms duly filled & signed 2 coloured photographs of 45X 35 mm size per Embassy, Occupation proof, A confirmation Letter by Company & a Covering letter.

.7) EMPLOYEES OF THE COMPANY

Region Manag er

Branch manag er

Sales Executi ve

Manag er

2.8) NUMBER OF THE BRANCHES OF THE COMPANY

Kuoni SOTC has 26 branches all over india

SWOT Analysis of the Company

Strength Image Mission, vision, goals Overall presence Customized services Resourcescapital and talented employees Clear product differentiati on Control along the chain High focus

Weekness Somehow costly products as compare to the other companies . Less workforce and more work pressure resulting in less accuracy in work

Opportunity Geographically expansion Corporate association Team building and soft skills tours Religious tours Association with govt. launching Tourism promotion campaigns.

Threats Competitor companies Terrorism Natural disasters Epidemics like swine flue Performance failure of outsources partners Volatility of fuel prices High taxes Market fluctuations

on customer satisfaction Flexibility Internet bookings

UNIT 3. WEEKLY REPORT

January Report 1st week Introduction to branch Staff Learnt How to Prepare Files of Booked Clients

2nd Week Learnt about procedure of Telegraphic Transfers Learnt about the Requirements of FIT Queries i.e. hotel, no of pax , options about star hotel , no. of days , date of travel , inclusive , exclusive, extra service, sightseeing Handled Calls of clients in office

3rd Week Learnt to fill the visa form Learnt about how to greet and Handle the clients Tele Calling 4th Week Handled various queries of walk in customers. Learnt about Terms & Conditions of the booking form.

February Report 1st Week Tele-calling Handled the queries of walk-in clients. Studied the packages of Australia.

2nd Week Made Proper Files of Booked Clients-files comprises of a Booking Form, passport copies of clients, Visa, air tickets and a Tour Collection slip Filled Singapore, Malaysia & Thailand visa Forms.

3rd Week Tele Calling to previous clients. Learnt How to Fill USA Visa Forms- DS 160. Attend Road Show in A hotel Did Telecalling for inviting clients to our Roadshow. Made Invitation Cards for Roadshow.

4th Week Learnt about Domestic Itineraries Learnt to check tickets on amadeus

March Report 1st Week Made the sheet of the clients who attend road show Fill visa form of Singapore and Malaysia 2nd Week Tele Calling to the clients Learnt the itinerary of packages

3rd Week Learnt the document checklist for packages Was given Responsibility of all Visa form.

4th Week Learnt how to Prepare a Full Far East Visa case i.e. it includes Passport, @ coloured photographs for each countrys Embassy, occupation Proof, visa voucher Number, Air tickets for Malaysia visa, covering letter & Confirmation Letter

 Learnt how to prepare a Full Europe Visa case i.e. it includes Passport, @ coloured photographs for each countrys Embassy, occupation Proof, visa voucher Number, Last 3 years ITR, Last Six Month Bank Statement, Current Savings.

5th Week

Cordinate with Delhi office for documentation. Tele calling to the clients Learnt about Australia Package

April Report 1st Week Started Coordinating with Operations Team in Head Office. Attend walk in client

2nd Week Was Given Responsibility to take Care of Passports in Office. Fill visa form of UK and South Africa

3rd Week

Check all April & May departure Files if everything was correct & make Reports for same. Maintain all the files and attach Booking Form, Booking Acknowledgement form, Tour Collection Slip. Cordinate with Clients for the collection of Visa Documents.

UNIT 4. WORK EXPERIENCE DURING TRAINING

Work Experience during the training was really great. I worked in Sales, Operations & Visa Department. In Sales & Marketing Department of Kuoni SOTC Ludhiana , I

handled the Phone calls of clients in office. I noted the Client requests, told them about Packages, Quoted the Package Prices & made them Understand about the Travel Components.I Also did Tele-calling for marketing purpose , to tell the clients about new Discounts & offers & convince them to Purchase the Travel Packages. In Operations Department I made Files which consisted of Passport copies of Client, booking form, visa copies & Tour Collection receivings. I was responsible for collecting & Settlement of payment made by client & do the Telegraphic transfers of client. I had to make a record of everything in operations. In Service Delivery Department, I handled all the Far East , Europe Visa cases. I prepared the cases. A Visa case consisted of Passports, Visa Forms duly filled & signed, 2 coloured photographs of 45X 35 mm size per Embassy, Occupation proof, A confirmation Letter by Company & a Covering letter. I would like to say Thanks to Mr. Manish Kumar (Head Of Airlines, Tourism & Hospitality Department) for his guidance throughout the training. I would also like to thank sir for their support which helped me throughout my training. I am too much grateful towards my team at Kuoni SOTC Ludhiana including Mr. Nadim Haider (Region Manager), Mr. Mustfeez Alam(Branch manager), Ms.Tejinder Kaur(Sales Executive), who spare me their precious time to make me able to face the challenges of this industry and helped me in my day to day activities with Kuoni SOTC.