INSTITUTE OF

HOSPITALITY AND
TOURISM MANAGEMENT
 PROGRAMS
BACHELOR OF SCIENCE IN HOSPITALITY
MANAGEMENT

BACHELOR OF SCIENCE IN TOURISM

MANAGEMENT
 MISSION
The IHTM is commits itself in providing the students
with relevant, hands-on, and values-enriched
experiences which are essential in their life as hotel
and restaurant managers/tourism professionals,
and responsive to community and social needs.

VISION
The IHTM envisions producing competent, friendly,
and reliable hotel and restaurant/tourism
professionals in the local and international business
world.
Retention Policies

•A student who incurs failing grades in three (3) or

more courses within a semester will not be
admitted for re-enrolment.

•A student with GWA lower than 80 shall be on

probationary status for one semester. If a student
again earns a GWA lower than 80 he/she will not
be admitted for re-enrolment.

•A student who fails in at least three (3) major

courses (cumulative) will not be admitted for re-
enrollment.
 TPC 3

TRAVEL AND TOUR

MANAGEMENT
BY: DIANA G. VARONA
COURSE CODE: TPC3
COURSE TITLE: Travel and Tour Management

Course Description

This course shall have students analyze and familiarize

themselves with specific world travel destinations, with
emphasize on the exploration of geographic features,
customs and traditions, population centers, visitor
attraction, political, religious, language and other cultural
differences as these relate to the hospitality and travel
industry. Students will develop understanding as well as
sense of responsiveness for cultural values and traditions
that exist beyond their own culture. Students will be able
to identify international travel patterns by locating various
attractions, both man-made and natural focusing as well
with the major travel-generating and travel-receiving
areas.
Course Intended Learning Outcomes (CILO)

At the end of this course, the students should be able to:

 Plan domestic and international travel
itineraries based on the principle learned.
 Package domestic and international travel
itinerary by including accommodations,
transportation, meals, guide services,
attractions and other tour highlights of a
certain area included in a tour.
 Construct and ticket a non-air travel plan.
 Customer Service – referred to the practice of
providing people with a positive, helpful
experience before, during or after buying a
product or services.

 Training
 Delivery
3 major ways:
 Face-to-face interaction
 Phone calls
 Written communication
 Intuitive Skills
 Assertiveness
 Role
 Apply positive customer-contact techniques
(feeling served; word-of mouth)
 Leisure Travelers
 Business Travelers
 “Attentive and Responsive” to customer needs
 To satisfy the customers
 Respond professionally
 Sales = Keep Customers
 Travel agent’s success is based upon selling
an abstract product (service)
 This role is challenging – to respond
professionally so customers will return and
bring or recommend friends and relatives
 Most important persons in any organization
 Not dependent on us; we are dependent on them
 Not an interruption of our work; the purpose of it
 Doing us a favor by asking for our help; we aren’t
doing them a favor by providing service
 Not outsiders to our organizations; part of it
 Not cold statistics; they have feelings and emotions
Not persons with whom to argue or match wits
 Persons who have needs; our job is to respond to
them
 Persons who deserve courteous and attentive
treatment
 The purpose of our work; they are the persons who
account for our income; without them, our
business would suffer
 The livelihood of every organization
 It is not a single event; it is a process that
requires active, willing and competent
participation of all employees
 Service that is customer-driven
 Who make customer feels good about
themselves and their decisions
 Having technical competence
 Having interpersonal competence
 It is the interface (contact) between a
customer and a travel agent.
Techniques in Making Customers Feel Important
4 Components of VIP Service:
1. State 4 elements of acknowledging the customer

2. Describe each of the 3 listening techniques

3. Find the proper solution to fit customers’ needs

4. Understand the importance of providing support

Hopes and expectations that the service provider:
1. Will be attentive and friendly
2. Will listen effectively
3. Will be able to deliver the service
4. Will be able afterward to provide follow-up and
solve problems
VIP process of service:
1. Acknowledge the customer
2. Validate (determine) the needs or expectations of
the customer
3. Identify what you can do, and do it
4. Provide support and follow-up to the customer
A. Focus on the customer, and pay attention
to:
◦ Tone of voice (serious or happy)
◦ Volume of speech (loud or soft)
◦ Speed of speech (slow or fast)
◦ Dress, manner and bearing
B. The image of being an agency that supports
customer focus is enhanced by:
• Greeting them with a friendly, hospitable statement
• Anticipating their needs by Active Listening and
Questioning
• Showing empathy to their expectations
• Using product knowledge to support their
needs
• Attending to customers by using positive body
language
• Referring them properly to someone who can
help if you are unable to do so
C. Receive the customer and be aware of:
• The agency’s structure, policies, procedures,
rules and practices
• Highlights of the services provided by your
agency
• How your services relate to their needs and
interests
D. Be sensitive to your customer needs, you
must be able to:
• Quickly acknowledge a customer’s
presence
• Use your name (when appropriate)
• Use customer’s name when you are able
• Stop other activities (customer focus)
• Provide undivided attention to the
customer
• Make eye contact (as culturally
appropriate)
E. Listen and establish rapport by using:
• Listening techniques (active, selective and
responsive)
• Questioning techniques (open and closed)
F. You only get one chance to make a good first
impression
Make sure your:
• Hair is clean, brushed or combed
• Makeup is applied neatly and moderately
• Clothing is pressed, neat, clean, and in good repair
• Hands and fingernails are clean; no chipped polish
• Face is shaved or moustache/beard is neatly trimmed
• Stockings are run-free
• Breath is fresh
• Acknowledge the presence of the customers quickly
Active Listening Techniques
Non-Verbal Verbal
Smile I see
Eye contact Uh-huh
Nodding your head I understand
Taking notes Interesting, please go on
1. Active Listening
2. Selective Listening
3. Responsive Listening (Use paraphrasing)
2 Types of Situations with Customers in which
you may want to:
1. Collect specific facts, data, information to
be able to better serve the customer better
2. Collect information about the customer’s
preferences, interests and wishes
You will use closed-ended questions for a) closed-ended
questions and for b) open-ended questions
Closed-Ended Questions Open-Ended Questions
Used to Facts Feelings, beliefs
Obtain Short answers Longer answer
When to To concentrate the discussion To widen the discussion
Use To focus attention on a To open up new topics of
specific point discussion
To eliminate unimportant To better understand the
topics person’s needs
To verify accuracy To continue the discussion
Examples What is your name? What seems to be the
problem?
Where did you last study? What are your future
plans?
Was it sent yesterday? In what part are you
interested?
How long do you expect it will Give me an example of…
take?
 Joint input and discussion lead to a decision
on how to proceed in order to satisfy the
customer, an in a manner the travel agent can
implement.
Process:
1. State the solution
2. Show the features (of the product or service)
3. Highlight and sell the benefits (those things
that are important to the customer)
Few Approaches that can be considered:
1. Paraphrase the customer’s request
2. Have a customers write down the information
you provide
3. Ask the customers to repeat the key points
4. Have the customers state his/her solutions

*A good opening statement with customers helps

to create a good climate, and a good closure
with them will mark the different between
barely satisfied and enthusiastic .
Providing “product knowledge” is often a key to
giving good support to customers. Ask
customer how you can provide more
information about your products and services.
As the travel industry grows, it is looking for
new ways to sell, new markets to sell to, and
new products to sell. Increase competition to
generate sales by suppliers and the
emergence of niche markets.
1. Airlines, Hotels and Tour Wholesalers
2. Car rental companies, cruises, railways, and
other means of transportation
3. Souvenir shops, restaurants, museums, art
galleries, and other amenities and
attractions
Past:
- Generate income for travel agencies: airlines;
hotels and car rentals

Present:
- Travel agencies earn commissions from
selling tours, cruises, travel insurance, and
the MICE (meetings, incentives, conventions
and exhibitions) busines
Saving costs is very important, especially for large
multinational companies. For many medium-
sized and large companies, Travel and
Entertainment (T&E) costs are often among the
three highest categories of expense. These
companies are continuously looking to cut costs
by negotiating hotel rates, air fares, and car
rental charges and hire professional travel
managers to help them do that.
A company who spend annually for the travel of
their employees domestic or abroad for trainings,
seminars, or incentives would save from huge
cost if they hire the service of a travel
professional. A travel professional gets a
contracted rate from the service providers. The
company save, and the travel agency professional
save and make money, too.
Destination can only succeed in attracting
visitors if they have a good choice of ways to
get there, places to stay, and things to do.
There must be a good mix and balance
between the basic 5 A’s that are essential to a
successful destination.
5 A’s – Accommodation, Accessibility,
Activities, Amenities and Attractions
 The places people stay.
 A new accommodation product now
combines privately owned condominium
apartments with rental house rooms in one
single building. This is sometimes called
Hybrid Lodging.
 The quality of being accessible, or of
admitting approach ; receptive
 In order to get people to stay longer and
spend more time and money in their
localities.
 A desirable or useful feature or facility of a
building or place
 The action or power of evoking interest,
pleasure, or liking for someone or something
 INFRASTRUCTURE
(under-ground and surface developmental construction)
Operating a professional and efficient travel
agency requires a good mix of qualifications
and skills.
Some are unchanged from the past; others are
newer and emerging.
Having a vision, sufficient cash flow and well-
trained staff, as well as being up to date with
technology and having access to market
intelligence.
1. Vision
2. Enough Money
3. Financial Competence
4. Well-Trained Staff
5. Staff Compensation
6. Good Negotiating Skills
7. Market Information and Intelligence
8. Balance Product Mix
9. Creativity
 Offers a Wealth of Opportunities
 Realities of Employment in the Travel and
Tourism Industry
Requirements to be able to Deliver the Service
and Finalize Sale:
1. Creativity
2. A love for the job
3. Communication and Presentation Skills
4. Service-mindedness
5. Resourcefulness
6. Patience
7. A cool head
1. Multi-Cultural Background
2. Language Skills
3. Good Organizational Skills
4. Professional Integrity and Ethics
5. Team Spirit
6. Good Knowledge of Geography
7. Finance, Accounting, and Managerial Skills
1. Know your Customer
2. Know your Product
3. Focus on the Time & Money Factor
4. Balance your Business
5. Don’t Forget about the Little Touches
6. Focus on the Advice Factor
7. Think Small
Hotel Listings:
1. Airport
2. All-Suites
3. Boutiques Hotels
4. Conference Centres
5. Extended-Stay
6. Limited Service
7. Motels
8. Resorts
9. Spas
Hotel Descriptions:
1. Airport Properties – situated close to airports
2. All Suite Hotels – like small apartments
3. Boutique Hotels – smaller independent non-
branded hotels that often contain upscale
facilities. Generally 100 rooms or less
4. Conference Centres – up scale (first-class)
properties catering to corporate clients
meetings
5. Extended Stays – designed for corporate
travelers who are on long term assignment
and desire more home like accommodations
6. Limited Service – provide only basic sleeping
rooms and minimal food service outlets
7. Motels – generally smaller and cater to
people travelling by car
8. Resorts – cater to vacation travelers, as well
as to business holding conferences and
meetings.
9. Spas – offering health, physical fitness,
nutritional, advise or just plain pampering
 One Star (251 to 400 points)
 Two Star (401 to 550 points)
 Three Star (551 to 700 points)
 Four Star (701 to 850 points)
 Five Star (851 to 1,000 points)
 Luxury Products – full service
 Upscale Hotels – 4 to 5 star hotels
 Mid-Range Hotel – 2 to 3 star hotels
 Budget/Economy Hotels – 1 to 2 star hotels
Rate Classification:
1. Corporate Rate (COR)
2. Consortium Rate
3. Government Rate
4. Industry Rates
5. Resort Rates
6. Military Rates (MIL)
7. Packages Rates
8. Promotional Rates (PRO)
1. Location
2. Room and Bedding Types
CLASS NO. OF BEDs TYPE OF BEDS
A. De Luxe 1-1 bed T- Twin
B. Superior 2-2 beds S – Double
C. Standard Q – Queen
D. Minimum K – King
S. Suite

3. Seasons
4. Occupancy
1. Early Departures
2. Late Check-outs
3. Mini Bars
4. Films
5. Telephones
6. Room Service
7. Taxes
Reservation Steps:
1. Dialogue with the customer to determine
destination, dates, purpose of trip (business,
leisure, or combination), room type, meal
plan, any particular services or facilities
required, client’s frequent guest programme
membership, any hotel preferences.
2. Cross match room type with category
3. Contact the hotel to check availability for
requested dates and room rates
4. Process the booking reservation
1. Commission 22. Upgrade
2. Deposit 23. Walking
3. Central Reservation Office (CRO) 24. Wholesaler
4. Chain
5. Confirmation
6. Override
7. Value Added Tax (VAT)
8. Familiarization Tours
9. Frequent Guest Programs
10. Group Bookings
11. Guarantee
12. Independent
13. Market Segments
14. Meal Plans
15. No-Show
16. Occupancy
17. Overbooking
18. Package
19. Rate Categories
20. Room Block
21. Room Night
Forms of Payment:
1. Guest pay at hotel
2. Guest pays tax and incidentals only
3. All charges paid for by the wholesaler
4. Guest pay incidentals
5. Guest to leave credit card for incidental
charges only
1. Tour Order
2. Miscellaneous Charges Order
3. Disrupted Flights
1. Internal office copy
2. Airport copy
3. Copy for transport to the hotel
4. Hotel copy covering room and meal charges
5. Copy transport back to the airport
6. Airline passenger copy
Terms and conditions are important part of the
process and it is your responsibility as a
professional to inform your clients about
them.
Cancellations are possible but depending on
the policy and if this may happen it is
necessary to get the name of the person who
accepts the cancellation number and other
necessary information needed.
What you have quoted as a rate in your home
currency may not by the same rate paid when
exchange into another currency . Make sure
to quote rates into the local currency where
the hotel is located.
Commission structures vary widely through
chains and independents.
Hotel Facilities & Services:
A. Amenities: small complimentary items given
to guests in the room.
B. Hall Porter’s Desk or Bell Stand: a portion of
the lobby set aside for receiving luggage
and distributing it to the rooms
1. Check–in: system of registration upon arrival at a hotel
2. Check-out: system of payment upon departure from the
hotel
3. Concierge: a staff member who provides assistance for
guests such as help in obtaining theatre tickets, renting
a car, etc.
4. F&B outlets: eating and drinking establishments
5. Front Desk: reception area where guests check in and
out
6. Front of the House: area of the hotel accessible to the
public
7. Front Office: part of the hotel that includes the reception
desk, concierge services
8. Hall Porter: a staff member who usually services luggage
handling but may also perform the services of concierge
9. Handicapped Facilities: special equipment or room
configurations that can accommodate wheel chair-bound or
other disabled guests.
10. Health Club: this may include fitness rooms, swimming pool,
sauna, Jacuzzi.
11. Housekeeping: the department that cleans tidies and maintains
the sleeping rooms in hotel.
12. Mini Bar: small refrigerator containing sweets, savories and
beverages.
13. Property: another word for hotel or accommodation facility.
14. Room Service: food and beverage served in the sleeping
rooms-also known as In-Room Dining.
15. Shuttle Services: transport provided free of charge-often to the
airport.
16. Turndown: provided free of charge at some hotels, this service
include removing the bedspread, turning down the bed linens…
1. Standard: regular size sleeping rooms
2. Superior: room may be located on the lower
floors, may have view, may include double,
queen size or king size bed.
3. De Luxe: a regular-sleeping room.
4. Suite: consist of two or more rooms,
typically a living and sleeping room.
5. Minimum: room usually reserved for
overflow or emergency situation and often
has distinct drawbacks
 Adjoining: two or more bedrooms next to one
another but connected by a common door.
 Apartments: separate living area and kitchen
facilities.
 Connecting: two or more sleeping rooms with
a common door between them.
 Double: room with double bed that can be
used for either one or two people.
 Double/double: room with two double beds.
 Environment-friendly: environmentally
conscious
 Hospitality Suite: a sitting room used to
entertain clients or guests.
 Junior Suite: a large room with two sections
for sleeping and sitting.
 Penthouse Suite: located on the top floor of
the hotel.
 Sample: room designed for one person.
 Smoking: rooms with tobacco can be smoked.
 Twin Room: a room designed for two people
with two single or twin beds.
 Single: designed for one person
 Double: designed for two people
 Queen: an extra large double bed (smaller than
king)
 King: largest size double bed (larger than the
queen)
 Murphy: a bed that folds into the wall when not
use
◦ Japanese Style: bedding is stored out of sight during
daytime and rolled out on the floor for sleeping
◦ Western Style: beds are off the floor and visible all the
time
 European Plan (EP): no meals included
 American Plan (AP): includes three meals a day. (Full-
board)
 Modified American Plan (MAP): includes two full
meals per day. (Half-board)
 Bed and Breakfast (B&B): breakfast only included.
 Continental Breakfast (CB): includes coffee, tea and
juices, toast, roll and pastry and perhaps fruits.
 English Breakfast: full breakfast of cereal, bacon,
sausages, eggs, toast, juice, tea and coffee.
 A la carte: a menu in which each item is priced and
charged separately
 Table d’ hote: a fixed price meal offered daily
2 Basic Types of Tours:
1. Custom-Designed Tours: commonly referred to
as a FIT (foreign independent tour). Highest
degree of control over all of the elements of a
tour.
2. Pre-Packaged Tours:
3 Subtypes:
a. Independent Tours: tour where participants travel
independently without a group or guide.
b. Hosted Tours: offers travelers an opportunity to travel
independently, but also to receive guidance and assistance
from a host at each of the tour’s destinations
c. Escorted Tours: participants travel together as a group and
are always accompanied by a professional escort, also
referred to as a tour manager, tour director or tour leader.
- Are travel agents who expand their product
range by setting up a tours department.
Hotels,
Air, Sea and
Resorts, and
Land
Other Lodging
Transportation
Establishment

Tour
Operator
Restaurants,
Clubs, Tour Guides
Shopping Malls and Service
and other Personnel
Entertainment
1. Plans and develops tour packages that meet
the needs of the various markets.
2. Assembles the various travel components as
an integral part or component of a single
tour package.
3. Delivers, the tour package by operating
worry-free and secured programs and/or
itineraries that are cheaper than when each
service is purchased individually.
1. Wholesaler
2. Acts as a conduit to and a middleman of
suppliers
3. Capitalizes on cost-savers and concessions
4. Generate additional revenues
5. Can sell direct to the end-users
1. Local Tour Operator (LTO): services Filipino
and/or foreign traffic to national
destinations by way of regular sightseeing
tours or tour packages, taking into
consideration the popularity of the
destination, site or sight.
2. Domestic Tour Operator (DTO): services
Filipino traffic to national destination, on an
ad-hoc basis, as when contracted, by
providing itineraries/programs tailor-made
to the needs of the client.
3. Inbound Tour Operator (ITO): services
foreign traffic to national destination, on an
ad-hoc and regular packages basis, taking
into consideration the specifics requirements
of the contracting party abroad.
4. Outbound Tour Operator (OTO): design
assembles tour packages for residents of the
Philippines, either foreign or local, to foreign
destinations, such as Hong Kong, the USA or
Europe
1. Area of Operation
2. Nationality of Travelers
3. Market or Source of Traffic
4. Type of Package Operated
• Regular Sightseeing or Regular Tour Packages: put
together without consideration for the specific and
special or requirements of a certain travelers or group
travelers
• Ad Hoc Sightseeing or Ad Hoc Tour Packages: are
sightseeing tours and tour packages that are tailor-
made to the requirements and specifications of a
particular traveler or group travelers
1. Duration
2. Destination(s)
3. Category of Accommodations
4. Meal Plan
5. Mode and Class of Transportation
1. Half-Day Sightseeing: operated morning or
afternoon, normally includes a snack
2. Full-Day Sightseeing: eight to ten hours
with lunch
3. Evening Tours: operated after six in the
evening, normally includes dinner and drink
4. Option Tours: tours those are not included
in the tour package, for which the client
pays extra
1. Transport
2. Accommodation
3. Itineraries
 Skeletal: does not provide any details as regard time
and activity at the sites to be visited.
 Descriptive: provide brief information of each
destination, and as well as the activities that may be
done or possible activities. Can be included in the tour
brochure to attract the interest of the client.
 Technical: most popular form of itinerary and is
commonly use. A very detailed form of itinerary
4. Sightseeing
5. Meals
1. Gratuities
2. Baggage Handling
3. Service Charge
4. Taxes

Other elements:
1. Promotional gifts
2. Complimentary drinks or a welcoming event
or reception
1. Time Efficiency
2. Increased Security
3. Comfort and protection due to the presence
of the escort
4. Ease and Convenience
5. Cost Savings
6. Easier and Safer Niche Travel
7. Social
1. Profit Potential
2. Customer Relationship Development
3. Repeat Business Potential
4. Provide Real Client Value
1. It make the product more attractive than it offered alone,
thus increasing overall sale
2. It helps improving sales during shoulder and low season
3. Make the product easer to sell when to or more
suppliers participate
4. Increases the possibility of cost economies of scale of
certain volumes can be achieved
5. Provides better production recognition and reputation,
particularly in new market
6. Package tour have a distinct advantage of saving time
7. It saves unnecessary correspondents
8. They work out to be cheaper than the other tour
9. With the construction of a winter holiday resorts, it
succeeded in turning the travel agency into a year round
business.
1. No package tour which has all the
destination of the personal choice of a
tourist
2. A tourist may not equally be interested in all
the places that a package tour generally
offers
3. Itinerary cannot be changed as per the
choice of the tourists as it is already
planned and prepared