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Waymark Holiday

Waymark Holidays offers individualized customer service but lacks automated booking systems. This causes issues with immediate availability checks and on-the-spot bookings. They also do not offer certain specialized trip types like cycling or horseback riding. Additionally, insufficiently trained party leaders can ruin trips and endanger customers. Local airport flight options are also limited. Several solutions are proposed: 1) Create a partial or assisted online booking system; 2) Survey customer interest in specialized trips; 3) Improve party leader training with apprenticeships, mentorships or experience requirements. Expanding local airport flight offerings but starting with nearby cities and gradually including more destinations.

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8110 Kamila
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348 views2 pages

Waymark Holiday

Waymark Holidays offers individualized customer service but lacks automated booking systems. This causes issues with immediate availability checks and on-the-spot bookings. They also do not offer certain specialized trip types like cycling or horseback riding. Additionally, insufficiently trained party leaders can ruin trips and endanger customers. Local airport flight options are also limited. Several solutions are proposed: 1) Create a partial or assisted online booking system; 2) Survey customer interest in specialized trips; 3) Improve party leader training with apprenticeships, mentorships or experience requirements. Expanding local airport flight offerings but starting with nearby cities and gradually including more destinations.

Uploaded by

8110 Kamila
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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1)The main problem that Waymark Holidays sells directly to its customers is that they offer an individual

approach to each customer. They do not have computerized booking systems that can provide

immediate feedback on hotels and flights and guarantee on-the-spot booking. Waymark Holidays and

their competitors (small tour operators) use direct selling methods, believing that the ability to direct

customers to the right holiday will be lost if the holiday is conducted only by the travel agent. In addition

to the information contained in the brochure, W.H. devotes a great deal of time to discussing the

suitability of holidays over the phone, in accordance with the customer's needs. If a Waymark

representative is not sure if the customer is physically fit to rest, he or she will be denied a reservation.

2)The second issue is that W.H. has rejected the desire to offer what is perceived to be associated with

special holidays such as cycling, canoeing or horseback riding.

3)Issue of the Party Leader (who directs the entire team). Insufficiently trained staff can not only spoil

the entire trip, but also put the group at risk.

4) Issue of airline tickets from local airports

We have several ways to solve these problems:

1.Booking system:

a) Create a reservation system and use it if customers do not have the desire and time to talk. That is to

say, to combine the W.H. method with a computerized system before asking the customer about their

travel preferences, to give them a chance to choose how they want to book, whether they have time to

book through a conversation with the tour operator or whether they prefer to fill in everything

themselves.

b) Create a system but use it only for extreme cases when there is an unforeseen situation with the

client or for other reasons and this problem needs to be solved at the moment.

c) Create a reservation system and allow the customer to fill it out while having a tour operator in

contact with him, who can always ask for help or advice.
The second problem can be solved through the survey, if these routes will be in demand, to offer loyal

customers to pass this route as a gift from the company and based on their opinions after the trip to

decide whether to add them or not.

3. The third problem can be solved in 3 ways:

a) Create a specialized department. Hire people for this position, who fit all the requirements of the

company (which were before) and teach them everything. Send these new employees to the triplets

with already experienced leaders. After training to give them a group on the routes of the 1st level, and

then on the ascending one. This will help to reduce the risk of unexpected situations during the trip. This

method takes a lot of time and money, but it is the most reliable.

b) Not to create the whole department, but the obligatory criterion should be the period of training not

less than 3 months with one of the leaders in the company, and after the end of training and the letter

of recommendation from the Leader, to make the decision on hiring this person. This will reduce costs,

but it will also take a lot of time and it is not a fact that the person has just decided to rest for free and

then will just leave.

c) If a person has a lot of experience in traveling and has already had the experience of a group leader,

give him a Level 1 group to check and one of the company's experienced Leaders should be the

watchdog for security and training purposes.

4.The problem with local airports is more difficult to solve, it doesn't depend on whether the company

wants to provide or not, but on whether it can. In our case, the company can provide a flight from the

local airports, but it will take some time. From the beginning, they will add neighbouring cities and only

then the cities of other countries.

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