TOUR DELIVERY MANAGEMENT

Topic 1: Selling tour package

Introduction
Tourist
There are numerous definitions of the term tourist however the following are the parameters for
the definition:-

a) the tourist MUST travel form normal place of residence to the destination area
b) The stay at the destination is temporary; more than 24hrs but less than a year
c) The travel and stay at the destination is voluntary
d) The travel and stay is done during leisure time
e) Travel for any purpose except an activity that is remunerated from the area
visited
f) The tourist will consuming tourism facilities

Some definitions of tourist include:-

This is a temporary visitor to a point of attraction from his / her normal place of domicile
(residence) for any purpose except gainful employment or financial gain at the destination
Tourists are people who are "traveling to and staying in places outside their usual environment
for more than 24 hours but less than one consecutive year for leisure, business and other
purposes not related to the exercise of an activity remunerated from within the place visited"…
World Tourism Organization Recommended
A tourist is a person who travels out of his place of domicile for a period of twenty four hours or
more for various reasons other than gainful occupation and uses tourist facilities available at the
destination.

Travellers
Travellers not regarded as Tourist however, they are people who move from one place to another
for any purpose
A tour can be defined as
a) A journey for pleasure in which several different places are visited
b) A journey made for pleasure during which several different towns, countries, etc. are
visited a walking/sightseeing/bus tour
c) A planned journey or trip that includes visiting multiple locations or attractions.

Key features of a tour in travel include:

1. Itinerary: A predetermined schedule of destinations and activities.

2. Guidance: Often led by a tour guide who provides information about each location.
3. Transportation: Modes of travel between destinations, which can include bus, train,
boat, or even walking.
4. Group dynamics: Tours can be conducted for individuals, families, or groups of
travelers.
5. Purpose: Tours can be educational, recreational, cultural, or a combination of these.

Differentiating the types of tours

Inclusive tour
The term inclusive tour (IT) is used to describe a commercial arrangement where a company
commonly referred to as a tour operator organizes package holidays that include accommodation
and or sightseeing in addition to transportation. It is a tour package that bundles transportation
and lodging along with additional services such as transfers, sightseeing, museum admissions,
and so forth.

Group Tours
This involves a minimum of 15 PAX of people traveling together to qualify for discounts,
usually as family groups, a school or special interest group. They purchase all inclusive tour
packages therefore referred to as Group Inclusive Tourism/Travel (GIT). They prefer the security
of their social groups as they are less traveled or experienced. They highly depend on
intermediaries for travel arrangements and are led by tour conductors or guides.

Independent Tours
Individual tourism
Here travel involves an individual or a family. These travelers make travel arrangements on their
own with little or no assistance from travel intermediaries E.g. Free Individual Traveler (FIT),
Backpackers and drifters. They are confident and more experienced travelers

Dependent Tours

Tailor made/ custom designed tours

For travelers who want control over all elements of the tour. They work closely with tour
operators to accommodate all the individual needs. It includes Transport,
accommodation, and recreation such as entertainment
Disadvantages of custom designed tours
 Relatively expensive.
  Time consuming
 Less popular
 Low discounts to organizers
Hosted/ guided tours
Tourists travel independently but with assistance at the tour destinations by a representative of
the tour company. The inbound (ground operator) tour operator assist them to plan activities and
other tour arrangements.

The host serves as the information specialist facilitating the needs and wants of the tour
participants. Participants may arrive by air charter but once at the destination activities are done
independently not as a group. He meets the participants at the airport briefs them and is available
over the course of the tour.
Escorted tours
Involves travelers who requires more onsite assistance and will appreciate the benefits of a tour
escort. Participants travel as a group and constantly on the move to various destinations.. All
participants use similar services and uniform standards in all destinations. A.k.a. Group Inclusive
Tours (GIT)
Escorts provide vital information throughout the tour. However at some specific tour points step-
on guides can come in handy e.g. in museums.
Group members travel together till the end of the tour for escorted tours group itinerary comes
before individual needs. NOT ideal for people seeking flexibility and great independence.

A tour package can be defined as

a) An organized vacation itinerary that combines transportation, accommodation,
sightseeing activities, and other travel arrangements into a single, pre-priced package.
b) A holiday organized by a travel company in which you visit several different places and
pay a fixed price that includes the cost of the hotel and travel, and sometimes food.
c) A pre-arrangement, prepaid trip that combines two or more travel components like
airfare, airport transfer, accommodation, and other services.
A tour package comprises of transport-rental car, activities and attractions and accommodation
advertised and sold together by a vendor known as a tour operator.
It's like a one-stop shop for planning your trip, taking the hassle out of research and booking
individual components separately.
Example of tour package

There are packages for beach vacations, city breaks, adventure travel, cultural immersion, and
more. They can be all-inclusive, meaning everything is included in the price, or they can be more
flexible, allowing you to choose the add-ons you want.
Here are some of the benefits of booking a tour package:
 Time efficiency/less time planning: Tour packages take the stress out of planning a
trip. A client doesn’t have to worry about booking flights, finding hotels, or arranging
transportation.
 Cost-savings Tour packages can often be cheaper than booking everything
separately, especially if a client take advantage of group discounts.
 Experiences: Tour packages often include unique experiences that client might not be
able to book on their own, such as guided tours, cooking classes, or visits to local
landmarks.
 Peace of mind: Knowing that everything is taken care of can give client peace of mind and
allow him/her to relax and enjoy vacation
 Increased security (escorted tours) all uncertainties
 Ease and convenience.
 Focused target market, takes care of needs and wants of niche markets. Mountaineering,
skiing etc.
 Social interaction amongst travelers is possible
 These packages are often offered/sold by travel agencies or tour operators and are
designed to provide convenience and value to travelers by bundling multiple elements of
a trip into a single purchase.
 Travel agencies are travel retailers. They are middle people who make arrangements
for travellers with principals
 Tour operators are wholesalers of the travel product. He/she purchases the
components of and inclusive tour package puts them together appropriately for
different clients (travellers)

Types of tour packages

Tour packages can be categorized into various types based on factors such as the destination,
duration, mode of travel, and activities included. These packages can include but not limited
to:
1. Group Tours: Group tours are designed for a specific number of travelers who join
together to explore a destination. These packages often include shared transportation,
accommodation, and guided tours, making them cost-effective and sociable. The group is
minimum of 15 pax, discounted fees.
2. Private Tours: Private tours are customized for individual travelers, families, or small
groups. They offer personalized itineraries, flexibility in scheduling, and often include
private transportation and guides.
3. Adventure Tours: Adventure tour packages are tailored for thrill-seekers and outdoor
enthusiasts. They may include activities such as trekking, hiking, mountaineering,
whitewater rafting, zip-lining, or safari adventures.
4. Cultural Tours: Cultural tours focus on exploring the heritage, traditions, and customs
of a destination. They typically include visits to historical sites, museums, art galleries,
cultural performances, and interactions with local communities.
5. Cruise Packages: Cruise packages involve travel by sea, often aboard luxury liners or
smaller expedition ships. These packages may include accommodations, meals,
entertainment, and shore excursions at various ports of call.
6. Honeymoon Packages: Honeymoon packages are designed for newlywed couples
seeking romantic getaways. They often include accommodations at luxury resorts, special
amenities, romantic dinners, and optional activities tailored for couples.
7. Religious Tours: Religious tours cater to pilgrims and spiritual seekers interested in
visiting sacred sites, temples, shrines, churches, mosques, or other religious landmarks
associated with their faith.
8. Wellness and Spa Retreats: These packages focus on relaxation, rejuvenation, and
wellness. They often include accommodations at spa resorts, yoga and meditation
 sessions, healthy meals, spa treatments, and activities promoting physical and mental
well-being.
Types of Tour Packages in Kenya:
Kenya's diverse landscapes, from savannahs teeming with wildlife to pristine beaches and snow-
capped mountains, offer a treasure trove of experiences for every traveler. They include:
1. Wildlife Safaris:
 Classic Safari: Embark on a game drive through iconic national parks like Masai Mara or
Amboseli, spotting lions, elephants, zebras, and the Big Five(African elephant, lion,
leopard, Cape buffalo, and rhinoceros). Stay in comfortable lodges or tented
camps, savoring the thrill of the wilderness.

Classic Safari Kenya

 Budget Safari: Experience the magic of a safari at a more affordable price. Opt for shared
accommodation and transportation, focusing on wildlife encounters and unforgettable
memories.

Budget Safari Kenya

  Luxury Safari: Involve in unique comfort and exclusivity. Stay in luxurious camps or
lodges, enjoy private game drives, and personalized attention. Witness the wonders of
Kenya in style.

Opens in a new window

www.theluxurysafaricompany.com
Luxury Safari Kenya
2. Adventure Tours:
 Hiking and Trekking: Challenge yourself with treks through diverse landscapes, from the
scenic slopes of Mount Kenya to the rugged terrain of the Aberdare Range. Hike through
verdant forests, encounter breathtaking waterfalls, and camp under starry skies.

Opens in a new window

www.climbingrwenzoris.com
Hiking and Trekking Kenya
 White-water Rafting: Take on the rapids of the Tana River or Athi River, navigating
thrilling currents and experiencing the adrenaline rush of white-water rafting.
 Opens in a new window www.safaridesire.com
Whitewater Rafting Kenya
 Biking Tours: Explore Kenya's diverse terrain on two wheels, cycling through national
parks, villages, and scenic countryside. Enjoy the fresh air, breathtaking views, and
immerse yourself in the local culture.

Opens in a new window

www.nairobinationalparkkenya.com
Biking Tours Kenya
3. Cultural Tours:
 Maasai Mara Cultural Experience: Visit a traditional Maasai village, learn about their
customs and way of life, witness their warrior dances, and experience their rich cultural
heritage.
 Opens in a new window
www.greatadventuresafaris.com
Maasai Mara Cultural Experience Kenya
 Coastal Swahili Culture: Immerse yourself in the vibrant Swahili culture along the
Kenyan coast. Explore historic towns like Mombasa and Lamu, learn about their
traditions, architecture, and cuisine.

Opens in a new window www.electiveafrica.com

Coastal Swahili Culture Kenya
 Coffee Tours: Delve into the world of Kenyan coffee, visiting plantations, learning about
the bean-to-brew process, and savoring a cup of freshly brewed Kenyan coffee.

Opens in a new window kenyadaytours.com

Coffee Tours Kenya
4. Beach Holidays:
 Relaxation on the Coast: Unwind on pristine beaches like Diani Beach or Watamu, soak
up the sun, swim in turquoise waters, and indulge in water sports like snorkeling and
diving.

Opens in a new window www.pinterest.com

Relaxation on the Coast Kenya
 Kiteboarding Paradise: Experience the thrill of kiteboarding along the Kenyan
coast, catching the wind and gliding across the waves in stunning locations like Malindi
or Kilifi.

Opens in a new window www.saltyskitesurf.com

Kiteboarding Paradise Kenya
 Island Hopping Adventure: Explore the idyllic islands off the Kenyan coast, like Lamu or
Manda Island, discover hidden coves, pristine beaches, and a laid-back island vibe.
 Opens in a new window theislandhopper.com
Island Hopping Adventure Kenya
5. Special Interest Tours:
 Birdwatching Tours: Kenya is a birdwatcher's paradise, with over 1,100 bird species
recorded. Embark on a guided birding tour through diverse habitats, spotting colorful
birds and learning about their ecological roles.

Opens in a new window

www.conquestadventures.co.ke
Birdwatching Tours Kenya
 Volunteer Tours: Give back to the community and experience Kenya from a different
perspective. Participate in volunteer projects like wildlife conservation, community
development, or educational initiatives.
 Opens in a new window govolunteerafrica.org
Volunteer Tours Kenya
 Culinary Tours: Savor the diverse flavors of Kenyan cuisine on a culinary tour. Visit
local markets, learn about traditional dishes, participate in cooking classes, and indulge in
delicious meals.

Opens in a new window stavica.com

Culinary Tours Kenya
These are just a glimpse into the diverse tour packages Kenya offers. With its unique blend of
wildlife, adventure, culture, and stunning landscapes, Kenya promises an unforgettable
experience for every traveler. So, choose your adventure, pack your bags, and get ready to
discover the magic of Kenya!
Tour delivery
Tour deliver refers to the process of planning, organizing, and executing a travel experience or
guided tour for tourists. This involves multiple stages and components to ensure that the tour
runs smoothly and meets the expectations of the participants.
It also involves the end-to-end management of a travel experience, from initial planning and
booking to the execution of the tour and post-tour feedback, ensuring a seamless and enjoyable
experience for the tourists.
Tour delivery in tourism and travel include:
1. Itinerary planning: Designing a detailed schedule of activities, destinations, and
experiences that tourists will follow during the tour. This includes selecting attractions
(manmade and natural), cultural sites, restaurants, and other points of interest. This is
enabled by understanding circuits of tourism(Coast, southern, Nairobi, central, northern,
rift valley, south western and western), accommodation types (hotels, motels, lodges,
guest houses, cottages, villas, apartments, camp sites, resorts, transits), transport modes
(land, air ,water), and activities/entertainment (swimming, snorkeling, boat racing,
photography, cultural dancing, game drives etc)

Tour circuits

Tourism circuits group attractions and destinations that are in the same region. The country
is broken up into manageable sections that represent different tour circuits. That way, you
experience mounting excitement as you criss-cross a region looking for its prized attractions.
Essentially, you can combine visits to attractions in different regions, but even if you stick to
one circuit, you will have a memorable safari. The Kenya tourism circuits are

o Central Kenya region

o Coastline region
o Nairobi region
o Eastern region
o North Rift region
o South Rift region
o Southern region
o Western region

Central Kenya Circuit

It represents the region around and on Mount Kenya. Most attractions in this circuit offer
adrenaline-pumping adventures such as hikes, kayaking and mountain climbing. The central
region is the ultimate destination for enthusiasts who don’t mind the steep slopes of Mount
Kenya.
National Parks within this region include Mount Kenya National Park, Mount Longonot
National Park and Aberdare National Park.

South Rift Circuit

The South Rift contains most of the popular attractions in the country. It is in the Great Rift
Valley, an area rich in breathtaking sceneries, thousands of wildlife species and natural
formations. This circuit is the best destination for visitors who want the real safari experience.
Enjoy unique activities such as hot air ballooning, sundowners, bush dinners, bush
breakfasts, walking safaris, fly camping and birding safaris. The main attractions in this
circuit are Hell’s Gate National Park, Lake Nakuru National Park, Maasai Mara National
Reserve and the Mara Triangle.

Coastline Circuit

The coast of Kenya, with its expansive beaches and rich history, is crucial to the growth of
Kenya’s tourism industry. You can spend hours on the dazzling beaches or explore the marine
parks and reserves. Additionally, a historical safari here involves a trip to the Vasco da Gama
Pillar, Gede Ruins, Hell’s Kitchen and Malindi Museum among other sites.
The coast has luxurious accommodation offered in resorts and lodges along the beach. The
main marine parks and reserves are Arabuko Sokoke Forest Reserve, Kisite Mpunguti
National Park & Reserve, Kiunga Marine National Reserve, Malindi Marine Park & Reserve,
Mombasa Marine National Park, Shimba Hills National Reserve, Tana River Primate Reserve
and Watamu Marine Park & Reserve.

Nairobi Circuit

Kenya’s capital city, Nairobi, is also a popular destination. This city, which is actually a
province, has numerous attractions to visit. They include the Giraffe Centre, Nairobi National
Park, Nairobi Safari Walk, National Museums of Kenya Karen Blixen Museum, Kitengela
Glass and David Sheldrick Wildlife Trust.
When you are not exploring these attractions, you can visit the Maasai Market to buy
traditional beadwork and carvings. These markets are held on different days of the week in
different sections of the city such as in the High Court parking lot, Yaya Centre and the
Village Market. Other activities are hiking and nature walks in Ngong Hills or Karura Nature
Trails.

North Rift Circuit

This circuit covers the northern frontier towns starting from Laikipia and moving towards
Marsabit and Turkana. In Laikipia, you can explore Ol Pejeta Wildlife Conservancy, which is
the largest black rhino sanctuary in the East Africa.
Other attractions in the North Rift circuit are Chalbi Desert, Sibiloi National Par, Nasolot
National Reserve and South Turkana National Reserve. Lakes in this circuit include Lake
Baringo, Lake Bogoria and Lake Turkana.

Eastern Circuit

The Eastern circuit combines the dry county of Samburu and the foothills of Mount Kenya on
the Eastern side. In Samburu, attractions to visit line the banks of Ewaso Nyiro River, which
is the only permanent source of water for the area. Explore Samburu National Reserve, Shaba
National Reserve and Buffalo Springs. Other attractions in this circuit are Meru National
Park, Mwea National Reserve, Ol Donyo Sabuk National Park, Mwingi National Reserve and
Kora International Reserve. These are picturesque sceneries, thousands of species and
historical locations such as the home of Elsa the Lioness in Meru National Park.

Southern Circuit

The southern circuit houses the biggest national park in Kenya- Tsavo National Park. Other
parks in this area are Chyulu Hills National Park and Amboseli National Park. Amboseli is
home to the largest population of elephants and it has magnificent scenery with Mount
Kilimanjaro in the Background. Tsavo West National Park’s attractions include Mzima
Springs and Shetani Lava Flow.
The most popular activities for visitors in this circuit are game viewing, guided walks, hiking
safaris, fly camping and birding tours.

Western Circuit

Though this region does not attract crowds, as it is the case with other circuits, it is equally
important in the country’s tourism industry. Its attractions are not crowded and they are
unpolluted. Lake Victoria is the main lake within this circuit. The parks to visit are Kakamega
Forest National Reserve, Kisumu Impala Sanctuary, Ndere Island National Park, Ruma
National Park and Saiwa Swamp National Park.

Attractions

Natural attractions

Natural attractions is an attraction that has been created by nature. Many of these areas have
been given a status to protect their environment and provide facilities so that the public are
able to enjoy the sights. There are attractions such as caves, waterfalls, seashores and any
other scenic view interest that haven't been created by mankind. Man-made attractions

Man-made things are created or caused by people, rather than occurring naturally. It’s part of
the human psyche to want to leave a lasting mark on the world. And since ancient times,
people have molded their dreams of immortality into monuments and statues, palaces and
cities.

Facilities available in different circuits

i. Accommodation
ii. Transportation
iii. Attraction
iv. Entertainment

Attractions in the central circuits

  Nairobi Animal Orphanage
 Nairobi National Park
 Nairobi Safari Walk
 Aberdare National Park
 Mount Kenya National Park
 Mount Longonot National Park

Attractions in the coastal circuits

 Arabuko Sokoke National Reserve

 Kisite Mpunguti, Kiunga, Malindi and Mombasa Marine National Parks and Reserves
 Shimba Hills National Reserve
 Tana River Primate Reserve

Attractions in the southern circuits

 Amboseli National Park

 Chyulu Hills National Park
 Tsavo East National Park
 Tsavo West National Park

Attractions in the eastern circuits

 Bisanadi National Reserve

 Buffalo Springs National Reserve
 Shaba National Reserve
 Kora National Park
 Meru National Park
 Ol Donyo Sabuk National Park
 Mwea National Reserve
 Mwingi National Reserve
 Samburu Game Reserve

Attractions in the north rift circuits

 Laikipia National Reserve

 Marsabit National Reserve
 Nasalot National Reserve
 Sibiloi National Park
 South and Central Island National Park
 South Turkana National Reserve

Attractions in the south rift circuits

 Hells Gate National Park

 Lake Nakuru National Park
  Mara Triangle (Masai Mara Conservancy)
 Masai Mara National Reserve
 Lake Naivasha National Park

Attractions in the western circuits

 Kakamega Forest National Reserve

 Ndere Island National Park
 Kisumu Impala Sanctuary
 Mount Elgon National Reserve
 Ruma National Park
 Saiwa Swamp National Park

2. Booking and reservations: Arranging accommodations, transportation (flights, buses,

trains, etc.), and entry tickets for various attractions and events. This ensures that all
logistical aspects of the tour are secured in advance.
3. Guidance and support: Providing knowledgeable tour guides who can offer insights,
historical context, and assistance throughout the tour. Guides help enhance the experience
by sharing information and answering questions.
4. Transportation management: Coordinating the movement of tourists from one location
to another, whether by bus, van, boat, or other means. This includes managing schedules,
routes, and ensuring comfort and safety.
5. Customer service: Offering support to tourists before, during, and after the tour. This
includes handling inquiries, resolving issues, and ensuring overall satisfaction.
6. Experience enhancement: Adding value to the tour through unique experiences, such as
local cultural activities, dining experiences, or special events that provide a deeper
connection to the destination.
7. Health and safety: Ensuring that all aspects of the tour comply with health and safety
regulations, including emergency preparedness and risk management.

Tour delivery management

It refers to the oversight and administration of all aspects involved in the delivery of a tour. This
includes strategic planning, coordination, and execution to ensure that all elements of the tour
run smoothly. Tour delivery management include:

1. Project management: overseeing the entire tour delivery process from planning to
execution.
2. Resource allocation: managing resources such as personnel, vehicles, and materials.
 3. Vendor coordination: working with various service providers like hotels, transportation
companies, and local guides.
4. Quality control: ensuring that all services meet the expected standards and that tourists
have a positive experience.
5. Budget management: controlling costs and ensuring that the tour is delivered within
budget.
6. Risk management: identifying and mitigating potential risks associated with the tour.
7. Communication: maintaining clear and effective communication with all stakeholders,
including tourists, staff, and service providers.
8. Feedback and improvement: collecting feedback from tourists and using it to improve
future tours.

Tour delivery management ensures that all logistical, operational, and customer service aspects
are efficiently handled to deliver a high-quality travel experience.

b) Principles of Selling Tour Packages:

1. Understanding customer needs: a fundamental principle of selling tour packages is to
understand the needs and preferences of customers. This involves active listening and
asking probing questions to determine their travel interests, budget, preferred
destinations, and any specific requirements they may have.
2. Product knowledge: salespersons should have comprehensive knowledge about the tour
packages they are selling, including destination highlights, accommodations, activities,
transportation options, and pricing details. This enables them to effectively communicate
the value proposition to customers and address any inquiries or concerns.
3. Building trust and rapport: establishing trust and rapport with customers is essential for
successful sales. Salespersons should be approachable, courteous, and transparent in their
interactions, providing accurate information and honest recommendations based on the
customer's needs rather than pushing for a sale.
4. Customization and personalization: tailoring tour packages to meet the individual
preferences and requirements of customers enhances their satisfaction and increases the
likelihood of closing a sale. Salespersons should be flexible and creative in offering
personalized itineraries, accommodation upgrades, or additional services to suit the
customer's preferences.
5. Creating value: emphasizing the value proposition of tour packages is crucial for
persuading customers to make a purchase. This involves highlighting unique selling
points, such as exclusive experiences, expert guides, insider access to attractions, or
added amenities, to demonstrate the benefits of choosing a particular package.
 6. Overcoming objections: addressing customer objections and concerns effectively is
essential for overcoming resistance and closing the sale. Salespersons should anticipate
common objections, such as pricing, safety concerns, or itinerary constraints, and provide
persuasive responses or alternative solutions to alleviate customer hesitations.
7. Follow-up and relationship building: following up with customers after the sale to
ensure their satisfaction and address any post-purchase concerns strengthens the customer
relationship and encourages repeat business and referrals. Salespersons should maintain
regular communication and provide ongoing support throughout the travel planning
process.
8. Ethical selling practices: maintaining integrity and ethical standards in selling tour
packages is paramount for building trust and credibility with customers. Salespersons
should refrain from engaging in deceptive tactics or misleading claims and ensure
transparency in pricing, terms, and conditions.
By adhering to these principles, salespersons can effectively sell tour packages and enhance
customer satisfaction, loyalty, and retention.
c) Demonstrating Product Knowledge:
Tour product knowledge
What is product knowledge?
 Product knowledge is when sales representatives have a complete understanding of the
product they're selling.
Why is product knowledge necessary?
 Sales representatives should understand a product's features and benefits from the
customer's point of view, so they can have more engaging conversations that lead to
sales.
What are examples of tourism products?

 Tourism products include all services or experiences that are offered primarily to tourists
in the destination they are visiting, such as accommodations, restaurants, fishing trips,
hunting excursions, sightseeing trips, museums, cultural centers, arts and crafts stores, or
Indigenous cultural experiences.
 Tourism products include but not limited to: accommodations, attractions, activities,
transports, amenities, souvenirs

To effectively demonstrate product knowledge when selling tour packages, a salesperson should:
 1. Understand destination details: have in-depth knowledge about the destinations
included in the tour packages, including tourist attractions, historical sites, cultural
experiences, and unique features that make each destination appealing to travelers.
2. Know accommodation options: be familiar with the accommodation options available
within each destination, including hotels, resorts, lodges, and campsites. Understand the
amenities, room categories, and special features of each accommodation to match them
with the customer's preferences and budget.
3. Highlight activity options: familiarize oneself with the activities and experiences
offered as part of the tour packages, such as guided tours, wildlife safaris, adventure
activities, cultural performances, and culinary experiences. Explain the significance and
appeal of each activity to customers.
4. Explain transportation logistics: provide information about transportation arrangements
included in the tour packages, such as flights, transfers, vehicle rentals, or train tickets.
Clarify logistics, travel times, and any options for upgrading transportation services.
5. Address safety and security concerns: demonstrate knowledge about safety measures,
health precautions, and security protocols relevant to the destinations included in the tour
packages. Assure customers of their well-being and provide guidance on travel insurance
options and emergency assistance services.
6. Discuss pricing and inclusions: clearly explain the pricing structure of tour packages,
including the cost breakdown, inclusions, exclusions, and any optional add-ons available.
Help customers understand the value proposition and benefits of choosing a particular
package over others.
7. Share insider tips and recommendations: offer insider tips, recommendations, and
insider knowledge about each destination to enhance the customer's travel experience.
Provide insights on hidden gems, off-the-beaten-path attractions, local customs, and
dining options to enrich the customer's itinerary.
8. Use visual aids and resources: utilize visual aids, such as brochures, maps, videos, and
photographs, to illustrate destination highlights, accommodation options, and activity
offerings. Provide informative resources and supplementary materials to assist customers
in visualizing their travel experience.
Product knowledge benefits
Despite the fact that some benefits are intangible, they have a massive impact on your brand
reputation in the long run.
 Provides employees with confidence. Each customer care agent or sales rep is afraid of
not finding an answer to a customer’s question. Therefore, learning your product from A
to Z makes them excellent experts, which provides them with enough enthusiasm and
confidence to successfully deal with clients.
  Helps employees handle objections better. It doesn’t matter what is the subject of your
customers’ complaints — whether it’s your price or product quality. If your team
is aware of the situation on the market and your competitor’s products, they will manage
to explain why your product is the best choice.
 Allows employees to analyze the competition. As it follows from the previous
paragraph, understanding your competitors is very important since it enables you to
realize how your product outperforms your opponents’ ones — whether in terms of
pricing, quality, target audience, or core value. As a result, your staff will be competent
enough to explain these issues to your clients.
 Enhances your employees’ communication skills. Knowing all the features of your
product, your staff can adapt to every situation without following your sales script since
this knowledge allows them to combine several techniques and choose the best one for
this or that client.
 Boosts sales. Having a complete understanding of your product lets your staff effectively
communicate with customers and present the benefits of your products the way your
clients need them. Hence, this approach turns into a customer-oriented one and helps
increase sales.
 Improves customer retention. If your clients get the necessary help and receive the
answers once they need them, they won’t change the provider since it’s a stressful task.
Furthermore, each business knows that it is simpler to retain clients than to acquire new
ones.

Importance of having knowledge in tourism industry

 Knowledge management is an important tool for gaining competitive advantage and
improving performance, and its success greatly depends on dealing with complex tacit
knowledge. Tacit knowledge is difficult to represent and share, but should be elicited and
managed because of its strategic importance.

Product knowledge types

There are several types of product knowledge each employee should have include:
1. Customer. This type of knowledge allows your sales representative to analyze the needs
and wants of your clients to offer them the best solution.
2. Competition. With the information about your competitors’ products, your staff can
explain why your goods beat their solutions in terms of price, quality, or value.
3. Industry. This type of knowledge means that an employee should be aware of the
industry’s latest trends and be able to speak the same language as other professionals.
 4. Brand. Employees should understand the positioning of your brand, its mission, and its
vision. This knowledge will help them move towards achieving your global goal.
5. Customer experience. Having data about user experience makes it possible to adapt to
different segments of your target audience, take into account their previous experience of
using your product, and improve your customer support.
6. Policies and procedures. This type of knowledge requires employees to be fully aware
of exchange, warranty, and refund policies.
How to improve product knowledge
1. Let your new employees solve particular problems. Certainly, you can use the
opposite approach teach your newcomers how to solve as many issues as possible. The
only problem is that they won’t think but passively absorb information, which is worse
since people remember experiences better. Give them some problem-solving tasks and
ask how they could cope with them from the customer’s point of view. This will develop
both logical and creative thinking and let them test your product on their own.
2. Let them find the necessary answers by themselves. Ask your new hires to look
through your entire site, including your resources and knowledge base, to find the
necessary information. It will take more time, but they will remember this forever since
they have to experience this on their own. Besides, this way, you’ll get some valuable
insights on how to structure all your information logically.
3. Assess the knowledge of your staff regularly. This will help you keep them on their
toes and refresh their knowledge from time to time. Give them a test where they need to
answer some common questions from your customers. If you find some gaps in their
knowledge, run your regular training.
4. Allow them to find gaps in your knowledge base. Let your staff read your previous
chats and call transcripts to look for questions that have no answers in your knowledge
base. After that, ask them to provide some answers for your copywriting team to produce
an article.
5. Stimulate them to sell more. To achieve this goal, your staff should know different uses
of the same product and its target audience. You can create a “Product of the week”
contest to reward a sales rep who will sell the most items.

a) Procedure for Handling Client Enquiries, Complaints & Conflicts

Enquiries:
1. Acknowledging enquiry: Respond to all communication channels within 24 hours, even if
it's just to acknowledge receipt and provide an estimated response time. (show concern
that you have seen it/noticed it thou you will respond later-within given time period you
are able to)
 2. Gather information: Actively listen and ask clarifying questions to understand the client's
enquiry thoroughly.
3. Provide accurate information/ provide feedback: Offer clear, concise, and factual
information about the tour package, destination, and any relevant logistics.
4. Offer options in your feedback: If the initial enquiry doesn't have a straightforward
answer, present different options or resources for further research.
5. Document everything: Keep detailed records of all enquiries, including the nature of the
question, your response, and any follow-up actions.
Complaints:
1. Acknowledge the client's frustration and sincerely apologize for any inconvenience
caused.
2. Actively listen and encourage the client to share the specifics of their complaint.
3. Take immediate action to investigate the issue and gather information from relevant
parties like guides, transportation providers, or accommodation staff.
4. Present fair and realistic solutions to address the complaint, considering factors like tour
contract terms and potential costs.
5. Keep the client informed throughout the investigation and resolution process, explaining
any delays or limitations.
6. Maintain detailed records of the complaint, investigation, and proposed solutions.
Conflicts:
1. Maintain a calmness and professional even in heated situations to avoid escalating the
conflict.
2. Listen actively to allow the client to express their concerns without interruption and show
genuine interest in their perspective.
3. Identify the core issue by focusing on understanding the underlying cause of the conflict
and avoid getting sidetracked by minor details.
4. Seek areas of agreement and highlight shared goals to build trust and find a solution
acceptable to both parties.
5. Consider offering reasonable concessions within the parameters of the tour contract and
company policies.
6. Maintain a detailed record of the conflict, including the cause, discussions, any
agreements reached, and follow-up actions.
To ensure conflicts, inquiries and complain handling procedures are effective one need to:
  Empower employee by training them on how to handle enquiries, complaints, and
conflicts effectively, equipping them with the necessary skills and resources.
 Encourage open and honest communication with clients, creating a trust-based
relationship.
 Maintaining detailed records of all interactions protects both the client and the company
in case of disputes.
 Analyze feedback from clients and staff to identify areas for continuous improvement in
the handling procedures.
b) Preparing & Implementing Tour Contracts
Contract
A contract is a legally binding agreement between two or more parties that outlines their rights
and obligations. A contract include:
1. Two parties- offer and acceptance: one party makes an offer, and the other party
accepts it.
2. Consideration: something of value is exchanged between the parties, such as goods,
services, or money.
3. Mutual assent/agreement: all parties must agree to the terms of the contract.
Tour contract
A tour contract is a specific type of contract used in the tourism and travel industry. It outlines
the terms and conditions agreed upon between a tour operator or travel agency and their clients
or service providers. A tour contract include:
1. Itinerary details: a detailed schedule of the tour, including destinations, activities, and
timelines.
2. Services provided: specific services included in the tour package, such as transportation,
accommodation, meals, guided tours, and entry fees to attractions.
3. Payment terms: the total cost of the tour, payment schedules, deposit requirements, and
cancellation policies.
4. Responsibilities of parties: duties and responsibilities of both the tour operator (e.g.,
providing services as advertised) and the client (e.g., adhering to the tour schedule,
making payments on time).
5. Cancellation and refund policies: conditions under which the tour can be canceled by
either party and the refund policies that apply.
6. Liability and insurance: provisions regarding liability for damages, injuries, or losses,
and information about any insurance coverage provided or required.
 7. Modifications and amendments: procedures for making changes to the tour contract
after it has been signed.
8. Governing law and dispute resolution: the legal jurisdiction that will govern the
contract and the methods for resolving any disputes that arise.
Tour contracts help ensure that all parties involved have a clear understanding of their rights and
obligations, which helps in minimizing misunderstandings and disputes.
Steps to develop a tour contract
1. Identify the parties involved
Clearly define who the contract is between. This typically includes the tour operator or travel
agency and the clients (tourists) or service providers (hotels, transport companies, etc.).
2. Define the scope of services
Outline all the services that will be provided during the tour. This includes accommodation,
transportation, meals, guided tours, entry fees, and any other activities or amenities.
3. Set payment terms
Clearly state the total cost of the tour, payment schedules, deposit requirements, and any
penalties for late payments. Specify the accepted methods of payment.
4. Establish cancellation and refund policies
Define the conditions under which the tour can be canceled by either party and the associated
refund policies. Include deadlines for cancellations and any applicable fees.
5. Include liability and insurance clauses
Outline the liability for damages, injuries, or losses during the tour. Specify whether insurance is
provided or required, and what it covers.
6. Specify responsibilities of parties
Detail the obligations of both the tour operator (e.g., providing services as advertised) and the
client (e.g., adhering to the tour schedule, making payments on time).
7. Add modifications and amendments procedures
Define the process for making changes to the contract after it has been signed, including how
amendments will be agreed upon and documented.
8. State governing law and dispute resolution
Specify the legal jurisdiction that will govern the contract and the methods for resolving any
disputes (e.g., mediation, arbitration, court).
9. Draft the contract
Use clear and concise language to draft the contract, ensuring all terms and conditions are
explicitly stated. It's often beneficial to have a legal professional review the contract to ensure
compliance with local laws and regulations.
Steps to implement a tour contract
1. Present the contract to all concerned parties
Share the drafted contract with all involved parties (clients, service providers) well in advance of
the tour. Provide an opportunity for them to review and ask questions.
2. Review and discuss terms
Schedule a meeting or discussion to go over the contract terms, addressing any concerns or
requested modifications from the involved parties.
3. Obtain signatures
Once all parties agree to the terms, obtain their signatures on the contract. Ensure that each party
receives a copy of the signed contract for their records.
4. Monitor compliance
Throughout the tour, ensure that all parties comply with the terms of the contract. This includes
monitoring service delivery, adherence to the itinerary, and timely payments.
5. Handle amendments promptly
If changes to the tour or contract are necessary, handle amendments promptly and in accordance
with the procedures outlined in the contract. Ensure all parties agree to and sign off on any
changes.
6. Provide customer support
Offer ongoing support to clients during the tour to address any issues or concerns that arise. This
helps maintain a positive relationship and ensures a smooth experience.
7. Evaluate and review
After the tour, evaluate the performance and fulfillment of the contract terms. Collect feedback
from clients and service providers to identify areas for improvement in future contracts.
Developing and implementing tour contracts involves several steps to ensure that all parties
understand and agree to the terms, minimizing the risk of misunderstandings and disputes
a) Definition of Tour File:
A tour file refers to a comprehensive document or digital record that contains all the relevant
information and details pertaining to a specific tour or travel package. This file is used by tour
operators, travel agencies, and tour guides to organize, manage, and execute the tour
efficiently. It serves as a central repository of information that ensures all aspects of the
tour are well-coordinated and that any necessary details are readily accessible.
c) Outline of information/contents required to open a tour file/components of tour file:
1. Client information
Names, contact details, and special requirements (dietary restrictions, medical needs etc) of the
clients participating in the tour.
2. Itinerary details
A detailed day-by-day schedule including destinations, activities, timings(dates), and any special
instructions., tour name, duration of the tour, passengers number.
3. Accommodation details
Information on hotels or other accommodations, including addresses, contact numbers, check-
in/check-out times, and room assignments.
4. Transportation arrangements
Details of all transportation services, including flight information, bus schedules, train tickets,
rental car reservations, and local transfers.
5. Booking confirmations
Copies of booking confirmations for flights, accommodations, tours, attractions, and other
services included in the tour package.
6. Service provider contracts
Agreements and contact information for service providers such as hotels, transport companies,
tour guides, and activity operators.
7. Payment and billing information
Records of payments made, outstanding balances, invoices, and receipts.
8. Emergency contacts
Emergency contact information for clients, local authorities, healthcare facilities, and the tour
operator's support team.
9. Guides and maps
Local maps, guides, and other reference materials that may be useful during the tour.
 10. Travel documents
Copies of passports, visas, travel insurance policies, and any other necessary travel documents
for the clients.
11. Tour notes
Any special notes or instructions for the tour guide or clients, such as cultural etiquette, packing
suggestions, or weather considerations.
12. Feedback forms
Forms or templates for collecting feedback from clients after the tour to assess satisfaction and
areas for improvement.
Purpose of a Tour File
 Organization: Ensures that all details related to the tour are organized in one place for
easy reference.
 Coordination: Helps tour operators and guides coordinate logistics, ensuring a smooth
flow of activities and services.
 Communication: Provides a clear reference for communicating with clients and service
providers.
 Problem solving: Aids in quickly addressing any issues or changes that arise during the
tour by having all necessary information readily available.
 Record keeping: Serves as a record of the tour, useful for post-tour evaluation and future
planning.
Importance of a Tour File
A well-maintained tour file is crucial for the successful delivery of a tour. It ensures that all
aspects of the tour are planned and executed efficiently, contributing to a positive experience for
the clients and a well-managed operation for the tour provider.

b) Identification and Classification of Tour Files:

Classifying tour files helps organize and manage information efficiently, ensuring smooth tour
operations. Tour files can be categorized based on different criteria such as the type of tour,
duration, client preferences, and administrative requirements.
Ways to classify tour files:
1. . By type of tour
 Leisure tours: focused on relaxation and sightseeing.
 Adventure tours: involving activities like hiking, rafting, or other adventurous pursuits.
 Cultural tours: centered around cultural experiences, historical sites, and local
traditions.
 Educational tours: aimed at learning and educational purposes, often for students or
professionals.
 Business tours: related to corporate travel, conferences, and business meetings.
 Eco-tours: focused on environmentally sustainable travel and natural conservation.
2. . By destination
 Domestic tours: tours within the home country.
 International tours: tours that involve traveling to foreign countries.
 Regional tours: tours focused on a specific region or area within a country or continent.
 City tours: tours concentrated on exploring a particular city and its attractions.
3. . By client preferences
 Family tours: designed for family groups, often including activities suitable for all ages.
 Solo traveler tours: catered to individual travelers seeking group experiences or guided
tours.
 Group tours: organized for large groups, such as school trips, corporate outings, or club
excursions.
 Luxury tours: high-end tours with premium services, accommodations, and experiences.
 Budget tours: economical tours focused on affordability.
4. . By thematic focus
 Historical tours: focused on historical sites and events.
 Culinary tours: centered around food experiences, cooking classes, and local cuisine.
 Wildlife tours: focused on observing and experiencing wildlife and natural habitats.
 Wellness tours: concentrated on health, wellness, and relaxation activities such as spa
treatments and yoga retreats.
5. . By season
 Summer tours: tours planned for the summer season, often taking advantage of good
weather and school vacations.
 Winter tours: tours designed for winter, including activities like skiing or winter
festivals.
  Off-season tours: tours scheduled during less busy times of the year, often with a focus
on cost savings and fewer crowds.
6. . By special interests
 Photography tours: focused on visiting photogenic locations with opportunities for
photography.
 Sports tours: centered around sporting events or activities, such as attending the
olympics or participating in a marathon.
 Music and art tours: involving visits to music festivals, art galleries, and cultural
performances.
7. Length of stay
8. Number of participants

Importance of tour file classification

Classifying tour files helps in:
 Ensuring that all relevant information is easily accessible and well-organized.
 Facilitating smooth communication and coordination among tour operators, guides, and
clients.
 Providing personalized services based on client preferences and tour types.
 Ensuring that all logistical aspects are managed effectively, reducing the risk of errors
and delays.
 Maintaining detailed records for future reference, analysis, and improvement.

Demonstration: How to Open a Tour File:

1. Gather client information: collect client details such as name, contact information, and
travel preferences through a consultation or booking process.
2. Create a tour file: set up a digital or physical folder designated for the specific tour
package, naming it according to the tour name or client's surname.
3. Compile tour details: document tour details including destination(s), itinerary, departure
dates, duration, and any special requirements agreed upon with the client.
4. Record booking and reservation details: secure confirmations for accommodations,
transportation, and activities, organizing them within the tour file.
 5. Document financial records: maintain records of pricing, payment schedules, invoices,
and receipts to track financial transactions associated with the tour.
6. Collect travel documents: gather copies of passports or identification documents for all
travelers, along with any required visas or travel insurance documentation.
7. Note special requests and preferences: document any special requests, dietary
restrictions, or accommodation preferences expressed by the client within the tour file.
8. Organize and store: arrange all documents and information systematically within the
tour file, ensuring easy access and retrieval as needed throughout the tour planning and
execution process.

Demonstration: how to open a tour file example

1. Gather client information:
 Name of the client or group leader: john smith
 Contact details: phone: +1-555-123-4567, email: [email protected]
 Billing address: 123 main street, anytown, usa
 Payment preferences: credit card (visa)
2. Create a tour file:
 Set up a digital folder named "john smith kenya safari tour" on the tour operator's
computer system/ physical file.
3. Compile tour details:
 Tour name: kenya safari adventure
 Destination: masai mara national reserve, kenya
 Itinerary: 7-day safari, including game drives, cultural experiences, and nature walks
 Departure date: june 15, 2024
 Return date: june 21, 2024
 Number of travelers: 2 adults
 Special requirements: vegetarian meal preferences
4. Record booking and reservation details:
 Accommodations: booked luxury tented camp in maasai mara
 Transportation: confirmed flights from jfk international airport to nairobi, and domestic
flights to maasai mara
  Activities: reserved game drives with experienced safari guides
5. Document financial records:
 Pricing: $5000 per person for the safari package
 Payment schedule: 50% deposit due at booking, balance due 30 days before departure
 Invoices: generate and save invoices for the deposit and final payment.
6. Collect travel documents:
 Copies of passports: scan and save copies of john smith's and his companion's passports.
 Visa requirements: kenya visa application instructions provided to the client.
 Travel insurance: recommend travel insurance coverage and provide information on
options.
7. Note special requests and preferences:
 Document john smith's vegetarian meal preferences and any other special requests in the
tour file.
8. Organize and store:
 Organize all documents and information within the "john smith kenya safari tour" folder,
categorizing them by type (e.g., client information, itinerary, bookings, financial records).
 Ensure the tour file is easily accessible to the tour operator's staff responsible for
managing the tour.

TOPIC 2
CUSTOMER RESERVATION MANAGEMENT IN TOUR DELIVERY

a) Define Term Reservation:

A reservation refers to the confirmation of a client's place on a specific tour package. It secures
their participation and guarantees availability of services like accommodation, transportation,
and activities as outlined in the chosen package.
A reservation is the act of securing a booking for a specific service or resource, such as
accommodations, transportation, activities, or tickets, for a designated date and time. It involves
reserving or holding a spot or allocation in advance, ensuring availability and guaranteeing the
provision of the desired service or resource to the customer at the specified time.
An online reservation system is a software application that helps manage various services’
booking and reservation processes, from hotel reservations and air travel .
Offering online reservations gives customers a simple way to book and pay for their services
directly. This helps streamline your operations and enhance the customer’s experience before
they even step through your door.
Importance of doing reservations include;
Reservations ensure that customers have guaranteed access to desired services, such as hotel
rooms, restaurant tables, flights, or rental cars. This reduces uncertainty and helps customers plan
their activities with confidence.
In business, reservations allow for better management of resources and staffing. They can
anticipate demand, allocate resources efficiently, and minimize wastage. This leads to smoother
operations and improved service delivery.
It enhances the overall customer experience by providing convenience and reducing waiting
times. Customers appreciate the ability to plan ahead and avoid disappointments due to
unavailability.
Reservations enable businesses to forecast revenue and adjust their offerings accordingly.
Reservation systems often collect valuable customer data, which businesses can use for targeted
marketing campaigns and personalized customer service. This data can also inform loyalty
programs and repeat business strategies.
Many reservation systems have features to confirm bookings and remind customers of their
appointments. This helps reduce the incidence of no-shows, ensuring that resources are utilized
efficiently and revenue is maximized.

b) Reservation Systems and Components:

Various Reservation Systems:
 Proprietary Systems: Tour operators may develop their own internal booking platform to
manage reservations from inquiry to confirmation.
 Third-Party Systems: Many companies offer online reservation software tailored for the
tourism industry, providing features like calendar management, online booking
portals, and payment processing.
 Global Distribution Systems (GDS): Large travel agencies use GDS platforms like
Amadeus, Galileo, Coder, World Span or Sabre to access and book inventory from
various airlines, hotels, and tour operators in one place.
Components of a Good Reservation System:
 User-friendly interface: Both clients and tour operators should find the system easy to
navigate and use. It should allow customers to book quickly and with a lot of ease.
 Real-time availability: The system should provide real-time information on availability of
services, such as rooms, tables, flights, or appointments. It should allow businesses to
update availability instantly and accurately.
 It should allow for modifications, cancellations, and re-bookings as necessary.
 Secure payment processing: Integrate secure payment options for online bookings and
process transactions securely.
 Customer communication: Generate automated confirmation emails and manage
communication with clients.
 Security and data protection measures to protect customer information and payment
details
 Reporting and analytics: Generate reports on booking trends, revenue performance, and
customer data.
Types of Hotel Reservation Systems
An efficient and effective reservation system is what adds to the hotel’s profitability.
Following are the most popular reservation systems −
Whitney System of Reservation
It was developed in 1940 by Whitney Paper Corporation from New York, hence the
name. This is a conventional manual reservation system the hotels used to follow during
pre-computer days in the hotels. It contains the following setup for reservation −
 Slip for request of accommodation reservation
 Whitney slip that records guest name, accommodation type, number, and duration of stay
 Temporary/Permanent arrival slip
 Guest bill
 Guest registration card
 Correspondence file
 Bedroom journal that records daily occupancy of the guest with date, guest name, room
type, and room number
Let us see how a Whitney slip and the bedroom journal looks like.
Whitney Slip
 Guest Date of Room Room Date of
Name Arrival Type Rate Departure

Mode of Reservation Reserved By Date

Received

Reservation Agency if Any:

Billing Instructions Date of Confirmation

Bedroom Journal

Date: ___________

Guest Name Room Number Room Particulars

Though this system proved efficient, it generated a lot of paperwork with occasional
scope for errors. The drawbacks were overcome by the central reservation system.
Central Reservation System (CRS)
It is a computerized reservation system that reduces paperwork and can handle large
amount of reservation data effortlessly.
In this system, since the guest data and reservation data are stored on the storage disks of
the computers, it can be accessed at wish. It is stored in the form of a database of
collection of records which can enable searching, adding, removing, or updating any
guest related data.
The computerized reservation system not only helps to make guest reservations but also
helps to forecast how many accommodations can be reserved in an upcoming time
period.
This is how a CRS typically works −
 The guests of hotel sales agents call for checking room availability. It is forwarded to the
front office reservation staff. The staff finds out details about the requirement and checks
the availability of desired accommodation in the database. According to the reservation
policies and procedures, the reservation staff member then notifies or suggests the
reception about the accommodation availability and takes further appropriate action.
Reservation systems in summary
Hotel reservation systems come in various types, each tailored to meet specific needs and
operational requirements of different types of hotels and hospitality businesses. Here are
several types of hotel reservation systems along with their features and benefits:
1. Central Reservation System (CRS):
Features: A centralized system that manages hotel inventory and rates across multiple
distribution channels. It allows hotels to manage bookings from various sources, including direct
bookings, travel agencies, and online travel agencies (OTAs).
Benefits: Streamlines inventory management, ensures rate parity across channels, and provides a
unified platform for managing reservations and distribution strategies.
2. Property Management System (PMS):
Features: Focuses on managing daily operations within a hotel, including front desk operations,
housekeeping, billing, and guest management. PMS can also handle reservations, check-ins, and
check-outs.
Benefits: Integrates operational tasks, improves guest experience through efficient
check-in/check-out processes, and centralizes guest information for personalized service.
3. Global Distribution System (GDS):They include; Sabre, Galileo, Amadeus, Coder,
World span, Abacus
Features: A network that connects hotels with travel agents and online booking platforms
worldwide. It facilitates real-time transactions for room bookings, flights, car rentals, and other
travel services.
Benefits: Expands hotel visibility to a global audience, increases bookings from travel agencies,
and provides access to corporate travel markets.
4. Channel Manager: They include: SiteMinder, Cloudbeds, RateGain, Profitroom
Features: Software that manages distribution channels (e.g., OTAs, GDS, direct bookings) by
synchronizing rates, availability, and bookings across multiple platforms in real-time.
Benefits: Prevents overbooking or underbooking, optimizes room rates based on demand, and
enhances visibility on various online booking channels.
 5. Booking Engine: Example is booking.com
Features: An online reservation system integrated into a hotel’s website that allows guests to
book rooms directly. It provides real-time availability, rates, and instant booking confirmation.
Benefits: Increases direct bookings, reduces dependency on third-party channels (and associated
commissions), and enhances control over pricing and promotions.
6. Mobile Reservation System:
Features: Allows guests to book rooms and manage reservations via mobile devices (e.g.,
smartphones, tablets). May include features like mobile check-in/check-out and push
notifications.
Benefits: Caters to the increasing trend of mobile bookings, enhances guest convenience, and
supports personalized guest interactions.
7. Revenue Management System (RMS):
Features: Analyzes historical data, market demand, and competitor pricing to optimize room
rates and maximize revenue. Integrates with PMS and CRS for dynamic pricing strategies.
Benefits: Maximizes revenue by adjusting room rates based on demand fluctuations, improves
occupancy rates, and enhances overall revenue performance.
Each type of hotel reservation system serves a specific purpose in managing reservations,
optimizing distribution, enhancing guest experience, and maximizing revenue for hotels
and hospitality businesses. Integration between these systems often enhances operational
efficiency and overall performance in the competitive hospitality industry.

The Role of Internet in Reservation

 The internet provides 24/7 access to reservation systems, allowing customers to check
availability, compare prices, and book at their convenience.
 It enables hotels to reach a worldwide audience, expanding their market beyond local
boundaries and attracting international guests.
 Internet-based systems provide instant updates on availability, rates, and promotions,
empowering customers to make informed booking decisions promptly.
 Hotel websites with booking engines facilitate direct reservations, enhancing profitability
by avoiding third-party commissions and strengthening brand presence.
 Systems integrate seamlessly with GDS and OTAs, maximizing visibility and attracting
bookings from diverse sources.
 Online platforms enable real-time customer feedback, influencing potential guests and
driving improvements in service quality.
 Mobile-friendly interfaces allow for bookings on smartphones and tablets, catering to the
increasing trend of mobile bookings.
  Systems gather and analyze customer data to personalize marketing and improve guest
experiences.
 Automated processes streamline operations, reducing errors and enhancing overall
service efficiency.
 Embracing internet reservations positions businesses ahead by attracting tech-savvy
customers and optimizing digital marketing strategies.
Sources of reservations
Sources of reservations refer to the various channels or platforms through which customers make
bookings for hotels, flights, tours, and other services. These sources can include:
1. Hotel websites: direct bookings made through a hotel's official website, often facilitated
by a booking engine.
2. Online travel agencies (OTAs): platforms like booking.com, expedia, agoda, and airbnb
that aggregate listings from various hotels and accommodations.
3. Global distribution systems (GDS): platforms used by travel agents to access and book
flights, hotels, car rentals, and other travel services on behalf of their clients.
4. Travel agents: traditional travel agencies that assist customers in booking travel
arrangements, including accommodations.
5. Corporate travel portals: platforms used by companies to manage business travel
bookings for their employees.
6. Mobile apps: booking platforms and hotel chains often have mobile applications that
allow users to make reservations directly from their smartphones or tablets.
7. Call centers/Telephone: some customers prefer to make reservations over the phone,
contacting hotel reservation desks or customer service centers.
8. Walk-in guests: customers who arrive at a hotel without a prior reservation, requesting
accommodation on the spot.
9. Wholesalers and tour operators: entities that purchase large blocks of rooms or
packages from hotels and resell them to consumers or other businesses.

Tour Operator is the person or company who can built their own tour package, tour activity,
holiday or travel itinerary and sell that tour package, tour activity, holiday or travel itinerary
direct to customer or travel agent. Tour Operator do not sell package of anyone else they sell
only their own product such as tour package, tour activity, holiday or travel itinerary.

Travel Agent is middle connector between tour operator and customer. Travel Agent can sell
different tour package, tour activity, holiday or travel itinerary to customer which can provide
them by tour operator. Travel Agent not built any travel package or travel activity, they can only
sell that product which can provided by different tour operator.

Reservation procedure
Reservation procedures typically involve a series of steps designed to ensure a smooth
booking process and accurate record-keeping.
1. Initial inquiry: Customer contacts the hotel, airline, or service provider to inquire about
availability, rates, and booking policies. Information may be obtained via phone, email,
website, or in-person.
2. Availability check- The reservation agent or system checks the availability of rooms,
seats, or services for the requested dates and confirms if the desired accommodation or
service is available.
3. Booking details collection- The agent collects necessary details from the customer,
including name, contact information, desired dates of stay, special requests (e.g., room
preferences, dietary needs), and payment information if applicable.
4. Reservation creation-The reservation agent or system creates a booking record in the
reservation system. This includes entering customer details, dates of stay, room type or
service booked, special requests, and any specific notes relevant to the reservation.
5. Confirmation and communication- The reservation system generates a confirmation
number or email for the booking. The customer is informed of the confirmed reservation
details, including dates, rates, cancellation policies, and any additional information
relevant to their stay or service.
6. Payment processing (if applicable)- Depending on the booking policy, payment may be
processed at the time of booking or upon check-in/check-out. The reservation system
updates payment details and confirms payment status.
7. Reservation modification or cancellation- Customers may request changes to their
reservation dates, room type, or other details. Reservation agents or customers can
modify or cancel bookings according to the policies and procedures in place.
8. Final confirmation- A final confirmation may be sent closer to the arrival or service
date, reminding the customer of their upcoming reservation and providing any additional
information or instructions.
 Denying Reservation of Accommodation
Denial of reservation directly means loss of revenue. But there are certain situations when
the reservation staff turns down the reservation for the guests or agents. The potential
causes of denying reservation are
 When the requested dates or room types are fully booked and no suitable alternative is
available.
 Non-compliance with hotel policies such as minimum stay requirements, maximum
occupancy limits, or age restrictions (e.g., unaccompanied minors).
 Failure to provide valid payment information, credit card authorization, or prepayment as
required by the hotel's reservation policy.
 Concerns over potential damage to property, disturbance to other guests, or security risks
associated with the guest or group.
 Previous instances of disruptive behavior, non-payment, or breach of hotel policies by the
guest or group.
 Non-compliance with legal requirements, such as failure to provide valid identification or
necessary travel documents.
 In rare cases, when the hotel mistakenly accepts more reservations than available rooms
due to unexpected cancellations or miscommunication.
 During peak periods, holidays, or special events when demand exceeds capacity, leading
to prioritization of certain bookings over others.
 When the requested booking does not match the hotel’s target clientele (e.g., adult-only
policies, no pets allowed, etc.).

Cancelling a Reservation of Accommodation

This is yet another event when the hotel loses business with a guest. Though the fact is
overt loss of revenue, the front office staff must react to it politely and gracefully. The
staff member also needs to convey any cancellation charges the guest must pay while
cancelling the reservation. Cancellation is done in the following steps −
 Finding out details of the guest and respective reserved accommodation.
 Verifying charges of cancellation, if any/ review cancellation policy.
 Notifying the guest about cancellation charges/ contact guest, confirm their identity then
notify them of cancellation.
 Process cancelling the reservation in the system.
 Updating the system for accommodation availability.
 Confirming the guest about the cancellation by generating a cancellation confirmation
number or document.
 Process refund if applicable
 Generating Reservation Report
Reservation reports are generated for the sake of helping the management find trends and
making forecast about business.
The reports typically are of the following types −
 Occupancy report
 Special arrival report
 Revenue forecast report
 Turnaway report

d) Identifying Contact Suppliers:

Contacting suppliers involves reaching out to vendors, service providers, and partners to secure
reservations, negotiate terms, and coordinate arrangements for tour services. Suppliers may
include:
 Hotels, resorts, and accommodations
 Airlines, transportation companies, and car rental agencies
 Tour operators, guides, and activity providers
 Restaurants, catering services, and dining establishments
 Attractions, venues, and entertainment providers
 Travel agencies, wholesalers, and intermediaries
Establishing and maintaining effective communication with suppliers is essential for managing
reservations, ensuring availability, and delivering high-quality service to customers.
a) Definition of Reservation Documents:
Reservation documents refer to the paperwork or digital records associated with booking
accommodations or services at hotels, resorts, and other hospitality establishments. These
documents serve to formalize and confirm the reservation details between the guest and the
property. Common reservation documents include:
1. Confirmation email or letter sent to the guest upon successful booking, confirming
dates of stay, room type, rates, and any special requests.
2. Reservation confirmation number- A unique identifier assigned to each reservation for
easy reference and tracking.
 3. Reservation form- A formal document filled out by the guest or reservation agent,
containing guest details (name, contact information), booking dates, room preferences,
and payment information.
4. Booking terms and conditions document- Outlines the hotel’s policies regarding
cancellations, modifications, payment methods, and any additional charges or fees.
5. Credit card authorization form- Required if the hotel policy mandates prepayment or a
deposit to secure the reservation. This form authorizes the hotel to charge the specified
amount to the guest’s credit card.
6. Group reservation list- For large bookings, a detailed list outlining each guest’s name,
room assignment, arrival and departure dates, and any special arrangements.
7. Government id or passport copy- Required for identification and security purposes,
especially for international guests.
8. Special requests or preferences form- Documenting specific guest preferences such as
room location, bedding configurations, dietary requirements, or accessibility needs.
9. Cancellation confirmation form -Issued to the guest upon cancelling a reservation,
detailing cancelled dates, any applicable fees, and confirmation of refund (if applicable).
10. Guest registration card- Filled out upon check-in, capturing guest information, length
of stay, emergency contact details, and agreeing to hotel policies.

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https://www.jotform.com/form-templates/category/reservation
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c) Types of Services Reserved:

Services reserved can include but are not limited to:
 Accommodations (hotels, resorts, lodges)
 Transportation (flights, trains, rental cars, transfers)
 Tours/ excursion and activitiess (sightseeing tours, excursions, adventure activities)
 Dining reservations (restaurants, special events)
 Entertainment tickets (concerts, shows, theme parks)
 Cruise packages
  Spa treatments or wellness services
 Event and meeting spaces
d) Preparation and Submission of Reservation Documents:
Document preparation stage:
 Create reservation record by inputting guest details, booking dates, room type, special
requests, and any additional information into the reservation system or booking form.
 Verify accuracy by double-checking all information for accuracy, including guest
names, contact details, arrival and departure dates, and any special preferences or
requests.
 Prepare confirmation letter or email that includes booking details, rates, cancellation
policies, and contact information for the guest.
 Compile supporting documents such as booking terms and conditions, credit card
authorization forms (if applicable), and any special request forms.
Review and approval stage:
 Ensure the reservation details comply with the hotel’s policies and standards.
 Review the reservation for completeness and accuracy before submission for approval.
Submission process stage:
 Send the confirmation letter or email to the guest, providing them with a copy of their
reservation details and any necessary instructions.
 Attach supporting documents which include relevant documents such as booking
terms, payment authorization forms, and any special requests or agreements.
 Confirm receipt request confirmation of receipt from the guest to ensure they have
received and reviewed the reservation details.
Record keeping stage:
 Maintain a copy of all reservation documents and correspondence for record-keeping
purposes.
 Update the reservation system or booking records with the confirmed details and any
additional notes or preferences.
Follow-up communication:
 Stay in communication with the guest to address any questions or further requests they
may have regarding their reservation.
 Provide assistance with modifications, cancellations, or additional services as needed.
NB//
 Ensure compliance with data protection regulations when handling guest information and
payment details.
 Securely store and transmit reservation documents to protect sensitive information.

Modes to Communicate Reservations:

Email: Most common method for sending confirmations, invoices, and travel documents.
Online Portal: Some tour operators offer dedicated client portals for accessing reservations and
documents.
Mobile App: Advanced operators may provide mobile apps for booking, managing, and
accessing reservation details.
Phone Calls: Used for personalized communication, clarifying questions, and confirming urgent
information.
SMS or Text Messages: Ideal for sending short updates, reminders, or travel alerts.
Remember, clear and timely communication of reservation details is crucial for building trust
and ensuring a smooth tour experience for your clients. Utilize a combination of channels to
cater to different preferences and keep clients informed throughout the booking process and their
journey.

By implementing these practices, tour operators can manage reservations efficiently,

communicate effectively with clients, and enhance the overall experience of their tour packages.

TOPIC 3
ORGANIZE TOUR FILE
a)
Definition of File:
Tour file typically refers to a comprehensive document or electronic record that contains all
pertinent information related to a tour or travel itinerary. This document serves as a central
repository of details essential for organizing and managing a tour efficiently.
Key components and details found in a tour file may include:
 1. Itinerary details- detailed schedule of activities, sightseeing stops, and travel routes for
the duration of the tour.
2. Accommodation information- confirmation of hotel reservations, including check-in
and check-out dates, room types, and special requests.
3. Transportation arrangements- details of flights, train schedules, bus or coach
bookings, and transfers between locations.
4. Tour guide information- contact details and credentials of the tour guide(s) assigned to
lead the tour group.
5. Client information- names, contact information, special needs or preferences, and any
dietary restrictions of tour participants.
6. Emergency contact- contact details for local emergency services, tour operators, and
embassy or consulate in case of emergencies.
7. Tickets and vouchers-copies of tickets, entry passes, vouchers for excursions or
activities, and any necessary permits or visas.
8. Payment and billing information-details of tour costs, payment schedules, and any
outstanding balances.
9. Special requests and notes-specific requests from clients, such as room preferences,
dietary restrictions, or medical considerations.
10. Destination information-background information on destinations, including cultural
insights, historical facts, and local customs.
Tour files are crucial for tour operators, travel agencies, and tour guides as they provide a
structured and organized way to manage and deliver a seamless travel experience for clients.
They ensure all stakeholders have access to necessary information, allowing for efficient
coordination and timely resolution of any issues that may arise during the tour.

In tour delivery management, a "file" can refer to two main things:

1. Tour File: This is a data file containing information about a specific tour
package, including itinerary, logistics, activities, accommodation, pricing, and other
relevant details. It serves as a digital blueprint for the tour, acting as a reference point for
tour operators, guides, and clients alike.
2. Client File: This refers to all documents and information related to a specific
client, including reservation details, booking history, preferences, contact
information, and potentially feedback or travel documents.
b) Types of Tour Files and Their Contents:

Itinerary file
Contents: Detailed itinerary outlining the schedule, activities, accommodations, transportation,
and other arrangements for the tour.
Client information file
Contents: Client details such as names, contact information, travel preferences, special requests,
and any additional notes or comments.
Vendor/supplier contracts file
Contents: Contracts, agreements, and correspondence with vendors and suppliers providing
services such as accommodations, transportation, tours, and activities.
Financial records file
Contents: Invoices, receipts, payment records, budget allocations, and financial reports related to
tour expenses, revenue, and profitability.
Legal and compliance file:
Contents: Legal documents, permits, licenses, insurance policies, and regulatory compliance
records necessary for conducting tour operations.
c) Demonstration of File Management:
File management involves organizing, storing, and maintaining tour-related documents
efficiently to ensure easy access, retrieval, and security.
1. Create folders on computer: Set up folders on a computer or cloud storage platform for
each type of tour file (e.g., itinerary, client information, vendor contracts).
2. Organize by categories: Within each folder, create subfolders or categories to further
organize files by tour name, date, numbers or other relevant criteria.
3. File naming: Establish a consistent naming for files to facilitate identification and
retrieval (e.g., TourName_Date_Itinerary.pdf).
4. Document indexing: Maintain a master document or spreadsheet indexing all files,
indicating their location, purpose, and any related metadata. Indexing can be done alpha-
numerically, numerical, alphabetical, and chronological.
5. Access controls: Implement access controls and permissions to restrict file access to
authorized personnel only, ensuring data security and confidentiality.
 Some of the ways/methods to control access include:
 Use of padlocks to cabinets
 Use of strong passwords
 Two-factor authentication
 Installing CCTVs, security guard
 Restricted room access

d) Demonstrate how to receive and process customer's payments:

Receiving and processing client payments involves several steps:

Generate invoice: Issue invoices to customers detailing the tour package cost, payment due
date, accepted payment methods, and any applicable terms and conditions. Clearly outline
payment deadlines, cancellation policies, and refund procedures in the tour contracts and
booking confirmation documents.
Process payment: Record received payments in accounting software or spreadsheets,
categorizing them by tour and client for accurate tracking and reconciliation.
Issue receipts: Provide customers with receipts or payment confirmations upon successful
payment processing for their records and as proof of payment.
Reconcile payments: Regularly track and reconcile received payments with bookings and
invoices to ensure financial accuracy.
Communicate updates: Keep clients informed about payment receipt and any potential delays
or issues.
e) Make payment to suppliers
1. Receive invoices from suppliers/vendors: Receive invoices from suppliers for services
provided, such as accommodations, transportation, tours, and activities.
2. Verify and approval: Verify the accuracy and completeness of supplier invoices against
contractual agreements and services rendered before approving them for payment.
3. Processing payment: Process supplier payments through electronic funds transfers,
checks, or other approved payment methods, ensuring timely settlement of outstanding
invoices.
4. Record keeping: Maintain records of supplier payments in accounting documents,
including payment dates, amounts, invoice numbers, and supplier details for
reconciliation and auditing purposes.
 5. Communicate on time: Inform suppliers about upcoming payments and address any
discrepancies promptly

f) Types of Tour Accounting Documents:

1. Invoice: A document issued to customers and suppliers requesting payment for tour
packages or services rendered.
2. Receipt: A written acknowledgment confirming receipt of payment from a customer for
tour-related expenses.
3. Payment voucher: A document authorizing the disbursement of funds for tour-related
expenses, typically used for supplier payments.
4. Financial report: A summary of tour-related financial transactions, including revenues,
expenses, profits, and losses over a specific period.
5. Budget plan: A detailed plan outlining projected income and expenses for tour
operations, serving as a financial guideline for planning and decision-making.
6. Bank statement
7. Cash books
8. Journals – document showing transactions done are recorded
9. Ledgers

Several key documents that track financial transactions in tour delivery include
Booking Confirmation: Confirms client's reservation and outlines the costs breakdown.
Invoice: Sent to clients for payment, detailing the total tour cost and payment terms.
Receipt: Proof of payment received from clients.
Supplier invoice: Invoices from suppliers for services like accommodation, transportation,
activities, etc.
Payment Records: Documentation of payments made to suppliers, including invoices, receipts,
and bank statements.
Expense reports: Documents detailing expenses incurred during tour operations, such as
transportation, meals, or local purchases.
Develop Various Types of Accounting Documents and Their Maintenance:
1. Invoice Template: Create a standardized invoice template containing fields for customer
details, tour package information, pricing, and payment terms.
2. Receipt Template: Design a receipt template with fields for customer name, payment
amount, date, payment method, and a unique receipt number.
3. Payment Voucher Form: Develop a payment voucher form to document supplier
payments, including vendor details, invoice number, payment amount, and authorization
signatures.
4. Financial Report Format: Establish a format for financial reports, including sections for
revenue, expenses, net income, and financial ratios, presented in a clear and
understandable manner.
5. Budget Plan Spreadsheet: Create a budget plan spreadsheet with columns for income
sources, expense categories, budgeted amounts, actual expenditures, and variance
analysis for effective budget management.

Document maintenance
Documents needs to be maintained well to ensure accurate financial record-keeping,
transparency in financial transactions, and informed decision-making in tour delivery
management.
Documents are maintained by;
Creating a structure for organizing document. It can be either create folders on computer or filing
cabinets
Come up with naming systems for identifying and retrieval of document: alphabetical, numerical
Ensure documents are stored securely to prevent unauthorized access, especially for sensitive
information.
Have a policy in place on retention or disposal ways.
Do regular backups to have copies in case of theft or destruction.
 TOPIC 4
IMPLEMENT TOUR ITINERARY
An itinerary refers to a detailed plan of events, activities, or places to visit during a specific
period, especially when traveling.
Itinerary outlines the sequence of activities or destinations, including dates, times, locations, and
any other pertinent details such as reservations, transportation arrangements, and contact
information.
Key elements typically included in an itinerary are:
 Specific dates and times for each activity.
 Names of places to be visited, including accommodations, attractions etc.
 Details of transport such as flights, trains, car rentals, or transfers.
 Description of planned activities
 Contact details for accommodations, tour guides, travel agents, or emergency contacts.
Itineraries are useful for organizing and managing trips efficiently, ensuring that travelers
have a structured plan to follow and are prepared for each stage of their journey.
Implementing tour itinerary refers to putting the planned schedule and activities into action. It
involves the execution of each component of itinerary such as arranging transport, booking
accommodation, scheduling activities and ensuring logistics are in place to enhance enjoyable
experience for tourist.
When implementing requires attention to details, coordination with service providers.
Staff in a tour company

 Travel Counsellor - Travel counsellors advise clients on travel options and tour
packages, make bookings and reservations, sell tickets, promote destinations, provide
travel tips, prepare tickets and receive payment. They possess communication skills,
aptitude, computer literate, time management skills, organization and ability to do
research. In addition to salaries, travel counsellors also may be offered commissions and
travel benefits. They are employed in retail travel agencies, wholesale tour companies
and in corporate offices that have enough business travel to warrant their own booking
divisions.
 Reservations sales agents- They handle customer reservations, including making
reservations for customers and communicating reservation feedback.Reservations sales
agents are front line professionals who facilitate the promotion, sales and booking of a
company products and services. Provide travel information, itineraries and prices, use
 selling techniques to promote packages, handle customer complaints or concerns, counsel
clients on terms and conditions of travel, e.g. cancellation policies, book reservations and
send out confirmation notices process payments and refunds. They are employed by
travel agencies, tour and transportation companies, hotel chains and vehicle rental
agencies
 Travel agency manager- Travel agency managers plan, organize, direct and control the
operations of travel-related organizations. They also co-ordinate and direct the activities
of staff, overseeing not only the day-to-day tasks, but the hiring, training and evaluating
of staff members as well. Agency managers may also research new products and
destinations, often by travelling to them and experiencing first hand experience of the
services available.
 Tour director- Tour directors lead and accompany passengers on multi-day tours. They
manage arrangements and services, and provide relevant information and commentary.
Provide general knowledge of attractions and destinations, develop and maintain an
information file, prepare and deliver commentary, prepare for tour by making
arrangements and confirming reservations, conduct tours, complete tour reports, daily
logs and expense reports, assist special needs clients. Tour directors work for tour
companies, resort chains and transportation companies.
 Tour Operator: A tour operator is a hospitality professional who organizes tours and
provides support to customers during trips to help them have positive experiences. Tour
operators are involved in planning, development, promotion, administration and
implementation of tourism products. They oversee all the day-to-day tasks and also
supervise, motivate and train staff. They are employed by tour or transportation
companies, resorts or attractions. They may travel to proposed tour sites, check them out
and experience the services first hand before assessing their tourism potential.
 Tour Guide: They accompany passengers, individuals or groups on short trips,
sightseeing tours or visits to attractions. They provide information knowledge of an
attraction, event or destination, deliver commentary, answer questions and ensure the
itinerary is met. They may develop tours or may be hired to deliver ready-made tours.
develop and maintain an information file, prepare and deliver commentary, answer and/or
research questions, complete tour reports, assist special needs clients, respond to
emergencies. They ensure that tourists are aware of the schedule, know where to go, and
have all the necessary information for a hassle-free trip.
 Support Staff: Depending on the scale of the tour, you may need to hire roadies, sound
engineers, lighting technicians, stage managers, and other support staff. They ensure that
everyone is adequately trained and familiar with their roles and responsibilities.
 Tour Manager: This role involves selling tour packages, supervising customers’
reservations, organizing tour files, implementing tour itineraries, and performing post-
tour activities. They are also responsible for managing the personnel and staffing
requirements of the tour.
  Accounting Staff: They handle the financial management of the tour, including receiving
and processing customer’s payments, maintaining tour accounting documentation, and
managing the tour budget.
 Logistics Staff: They handle the transportation and accommodation arrangements for the
tour.
Staff involved during tour delivery
Tour guide(s): There are two types of tour guides
a) Main guide: leads the tour, provides commentary, historical context, and coordinates
activities.
b) Local guides: experts in specific destinations or attractions, offering in-depth knowledge
and guided tours.
Tour manager or coordinator- They oversees the entire tour operation, manages logistics,
handles emergencies, and ensures adherence to the itinerary.
Drivers or chauffeurs- are responsible for transporting travelers between destinations safely and
efficiently, often providing local insights during transit.
Hotel staffs include:
a) Receptionists: check-in and assist with accommodations.
b) Concierge: provides local information, recommendations, and arranges services.
Restaurant and catering staff include:
a) Wait staff: serve meals, ensuring dietary needs are met.
b) Chefs: prepare and present meals, often showcasing local cuisine.
Activity and excursion guides- These are specialists leading specific activities such as hiking,
snorkeling, or cultural workshops.
Support and logistics team- They are behind-the-scenes personnel managing reservations,
tickets, and equipment for activities.
Emergency and medical staff- They are not mostly but are depending on the tour's nature/
clients condition and request. They’re may be on-call medical professionals or emergency
response personnel.
Language interpreters or translators- Assist travelers who may not speak the local language
fluently. In most recent cases they are not available now-days due to presence of study of foreign
language as a tour guide. So tour guide doubles as a translator/interpreters.
 Preparation for Tour Field Staff Briefing
Briefing is a structured session where essential information, instructions, and guidelines related
to the tour are communicated to the tour staff. This includes tour guides, drivers, coordinators,
and any other personnel involved in facilitating the tour experience for travelers
Preparation for Tour Staff Briefing:
1. Compile important information/ Gather information. This information include:
Tour itinerary: Detailed schedule including activities, timings, and locations.
Participant details: Number of travelers, special requests, medical
considerations.
Emergency procedures: Contact numbers, evacuation plans, and medical
facilities.
Transportation details: Routes, timings, vehicle assignments.
Staff roles and responsibilities: Clarify duties for each staff member (e.g., guide,
driver, coordinator).
2. Prepare and outline points for discussion such as
Introduce the tour, its objectives, and expected outcomes.
Emphasize safety protocols, emergency procedures, and contingency plans.
Go through each day’s activities, highlighting key points and timings.
Discuss roles, responsibilities, and communication protocols to be followed
during trip.
Address customer interaction standards, handling of complaints, and ensuring
customer satisfaction.
Highlight cultural norms, respectful behavior expectations, and local customs.
Discuss any specific requirements or challenges anticipated during the tour.

Content discussed during tour briefing include:

Introduction:
 Welcome and introduce yourself and the team.
 Brief overview of the tour itinerary and objectives.
Safety and emergency procedures
 Review emergency contact numbers and procedures.
  Discuss any specific risks or safety precautions relevant to the tour.
Itinerary details
 Day-by-day breakdown of activities, timings, and locations.
 Highlight any changes or updates since the initial itinerary planning.
Roles and responsibilities
 Clarify duties for each staff member (e.g., guide responsibilities, driver
responsibilities).
 Coordinate communication channels and updates throughout the tour.
Customer service expectations
 Emphasize professionalism, courtesy, and responsiveness to customer needs.
 Discuss strategies for handling customer inquiries, complaints, or special requests.
Cultural sensitivity and local etiquette
 Provide guidance on respecting local customs, traditions, and behavior
expectations.
 Discuss appropriate dress codes or conduct in religious or sensitive cultural sites.
Logistics and operations
 Confirm transportation arrangements, vehicle assignments, and meeting points.
 Coordinate any necessary equipment or logistical needs.

Conducting the tour briefing

1. Selection of a suitable venue that is a quiet, comfortable space conducive to discussion
and interaction.
2. Start briefing on time to respect everyone schedules
3. Engage participants by encouraging questions and ensure everyone understands their
roles and the tour plan and also respond to those questions.
4. Use visual aids where necessary such as maps, charts, or slides to illustrate key points
and itinerary details.
5. Summarize critical points, especially safety procedures and customer service
expectations.
6. Provide/distribute copies of the itinerary, emergency contact numbers, and any relevant
documents.
 7. Conclude with motivation and enthusiasm for a successful tour.
Importance of briefing
Ensures all staff are well-informed about the itinerary, activities, and logistics, minimizing
confusion and enhancing coordination.
Communicates essential safety protocols and emergency procedures, ensuring staff readiness to
handle unforeseen situations and prioritize traveler safety.
Sets service standards and expectations for customer interactions, contributing to a positive and
consistent experience that boosts customer satisfaction.
Provides guidance on cultural sensitivities and local customs, enabling respectful interactions
that enrich the travel experience for tourists.
Clarifies roles, responsibilities, and communication channels among staff, fostering teamwork
and efficient problem-solving during the tour.
Customer Arrival Procedures
Conducting customers' arrival procedures according to their itinerary involves careful planning
and execution to ensure a smooth transition from arrival to accommodation. It can have planning
for pre-arrival and during arrival.
Preparation before arrival
1. Confirm arrival details- Obtain and confirm detailed arrival information from the
customers, including flight details, arrival times, and any special requests or preferences.
2. Coordinate with transportation services
 Arrange transportation based on the customers' arrival details, whether it’s airport
transfers, private cars, or shuttle services.
 Ensure drivers or transport providers are informed of the schedule and are
punctual for pickup.
3. Prepare welcome packets or materials that include the customers' itinerary,
accommodation details, contact information, and any additional information about the
destination.
4. Assign staff roles
 Assign specific roles to staff members, such as greeters, drivers, and guides, to
facilitate a smooth arrival process.
 Ensure staff are briefed on their responsibilities and are equipped with necessary
materials (e.g., signage, communication devices).
 Arrival procedures
1. Meet and greet
 Ensure there is a designated meeting point at the arrival area, such as a specific
gate at the airport or a meeting spot at the train station.
 Staff should be easily identifiable with uniforms, badges, or signage displaying
the tour company’s logo.
2. Welcome and introduction
 Greet customers warmly upon their arrival, introducing yourself and confirming
their identity.
 Provide a brief overview of the itinerary and what to expect during the transfer
and initial stages of the tour.
3. Offer assistance with luggage handling, ensuring that customers’ belongings are safely
loaded into the designated vehicle.
4. Transfer to accommodation
 Escort customers to the awaiting transportation and ensure a comfortable and safe
transfer to their accommodation.
 During the transfer, provide insights into the destination, answer questions, and
offer recommendations for activities or dining options along the way.
5. Check-in assistance
 Upon arrival at the accommodation, assist customers with the check-in process.
 Ensure all necessary paperwork is completed efficiently, including signing
waivers or providing identification as required by the accommodation.
6. Orientation and information sharing:
 Provide customers with their detailed itinerary, emphasizing key activities,
timings, and any important contact information.
 Offer additional information on optional excursions, dining options, local
amenities, and any special events or considerations during their stay.
NB// Always ensure to maintain open communication in case of changes and
encourage tourist to provide feedback on services offered.
Importance of well-executed arrival procedures:
 First impression: a well-executed arrival procedure sets a positive tone for the entire
tour, making customers feel valued and welcomed from the outset.
 Efficiency and organization: smooth arrival procedures minimize stress and confusion,
allowing customers to focus on enjoying their travel experience without logistical
concerns.
 Customer satisfaction: by providing personalized assistance and relevant information,
customers are more likely to feel satisfied with their overall experience and recommend
the tour company to others.
 Safety and comfort: ensuring a safe and comfortable transfer to accommodation
enhances customers' confidence in the tour operator’s professionalism and commitment
to their well-being.
Commissioning tours
Tour commissioning refers to the process of officially launching or starting a tour
according to its planned itinerary. This involves several key aspects to ensure that the
tour begins smoothly and meets the expectations of both the tour operator and the
customers. It includes;
Before commissioning a tour one needs to ensure itinerary details are finalized, logistical
arrangements are in place, staff have been briefed, plan about safety and contingency
measures and customers are briefed.
Commissioning process involves
1. Welcome and orientation- On the day of commissioning, greet customers and provide a
warm welcome, introducing them to the tour staff and confirming their understanding of
the itinerary and schedule.
2. Distribute itinerary documents, maps, contact information, and any other relevant
materials to customers, ensuring they have everything they need for the tour.
3. Set expectations by clearly outlining what customers can expect during the tour,
including the sequence of activities, meal arrangements, accommodations, and any free
time or optional activities available.
4. Ensure smooth departure from the starting point, whether it’s from a hotel, transportation
hub, or specific meeting location. And coordinate transportation logistics to ensure timely
departures and comfortable travel arrangements to the first destination on the itinerary.
5. Initiate activities and experiences
 Initiate the tour with the first scheduled activity or sightseeing experience
according to the itinerary.
 Provide engaging commentary or introductions to key destinations or attractions
to immerse customers in the tour experience from the beginning.
Monitoring and evaluation of tour
 1. Maintain open communication with customers throughout the tour, providing updates,
addressing questions or concerns, and ensuring they are informed of any changes to the
itinerary.
2. Gather feedback from customers periodically to assess their satisfaction levels, identify
areas for improvement, and make adjustments as necessary to enhance their experience.
3. Remain flexible and adaptable to unforeseen circumstances or changes in the itinerary,
ensuring that alternative plans or solutions are available to minimize disruption to the
tour.

Importance of effective tour commissioning

 Enhance customer satisfaction
A well-commissioned tour sets the stage for a positive and enjoyable experience for
customers, meeting their expectations and enhancing overall satisfaction.
 Foster operational efficiency
Proper planning and execution during commissioning ensure that the tour operates smoothly,
minimizing logistical challenges and maximizing efficiency.
 Enhance safety preparedness: By addressing safety protocols and contingency plans
upfront, tour commissioning enhances safety measures and ensures staff readiness to
handle emergencies.

Tour execution
Executing a tour involves the detailed implementation of all planned activities, logistics, and
customer service elements to ensure a seamless and enjoyable travel experience for participants.
Execution of tour entails :
 Welcome participants at the starting point (e.g., hotel lobby, airport) and conduct an
orientation session to introduce the tour staff, the itinerary, and set expectations for the
journey ahead.
 Coordinate smooth transportation logistics, ensuring timely transfers between
destinations and providing comfortable travel conditions for participants.
 Conduct guided tours at each scheduled destination or attraction, providing insightful
commentary, historical context, and engaging participants with interactive experiences.
 Organize meal arrangements, whether included in the tour package or at recommended
restaurants, ensuring diverse culinary experiences that cater to participants' dietary
preferences or restrictions.
 Allow participants free time to explore on their own or participate in optional activities,
providing recommendations and assistance for those interested in additional experiences.
  Facilitate cultural interactions, such as visits to local markets, workshops, or
performances, allowing participants to engage with the local community and traditions.
 Maintain vigilance over participant safety, implementing established safety protocols,
and being prepared to respond promptly to any emergencies or unforeseen circumstances.
 Offer attentive customer service throughout the tour, addressing inquiries, resolving
issues, and ensuring participants' comfort and satisfaction.
 Remain flexible to adjust the itinerary as needed based on weather conditions, site
closures, or participant preferences, ensuring a dynamic and responsive tour experience.

Customer departure
Customer departure in tour delivery is a critical phase that requires careful planning and
execution to ensure a positive and memorable conclusion to the travel experience.
During preparation for departure one need to confirm details of departure, check check-out
procedures and settle any standing bills, make transport/transfer arrangement before actual
departure.
Departure procedures include:
 Coordinate timely and comfortable transportation for customers, ensuring they arrive at
the departure point with ample time before their scheduled departure. In additional
provide information on traffic conditions, expected travel duration, and any relevant local
updates that may impact departure plans.
 Offer assistance with luggage handling during the transfer to ensure customers’
belongings are safely transported and unloaded at the departure point.
 Bid farewell to customers, expressing appreciation for their participation in the tour and
thanking them for choosing the tour operator’s services. It is also suitable to provide
contact information or assistance with any further travel arrangements or inquiries
customers may have post-departure.

Post-Tour Follow-Up:
Maintain communication with customers after departure to ensure they have safely reached their
next destination or to address any post-tour queries or concerns.
Request feedback from customers on their overall experience, allowing them to provide insights
that can inform future tour enhancements.
Complete administrative tasks such as settling accounts with service providers, finalizing
participant records, and preparing documentation for tour records and future reference.

Importance of effective tour execution:

  Customer satisfaction: Executing a tour effectively ensures participants have a positive
and memorable experience, enhancing overall satisfaction and fostering repeat business.
 Operational excellence: Efficient execution minimizes disruptions, maximizes
utilization of resources, and demonstrates professionalism, enhancing the tour operator’s
reputation.
 Safety and security: Prioritizing safety protocols and emergency preparedness
throughout the tour ensures the well-being of participants and staff, mitigating risks and
liabilities.
 Cultural enrichment: Providing authentic and immersive experiences promotes cultural
understanding

Contingencies measures
Managing unexpected occurrences during tour delivery requires comprehensive contingency
planning to ensure traveler safety, satisfaction, and operational continuity. Here are several
contingencies and corresponding measures commonly put in place:
1. Transportation issues
 Contingency: Vehicle breakdown or mechanical issues.
 Measures:
 Maintain a fleet with regular maintenance checks.
 Have a standby vehicle or access to rental services for immediate replacement.
 Provide timely updates to travelers and alternative transport arrangements.
2. Weather-related challenges
 Contingency: Adverse weather affecting outdoor activities or transportation.
 Measures:
 Monitor weather forecasts and adjust schedules if necessary.
 Have indoor alternatives or flexible activity options available.
 Equip travelers with appropriate gear and safety instructions for inclement
weather.
3. Health and medical emergencies
 Contingency: Traveler illness, injury, or medical emergencies.
 Measures:
  Carry a first aid kit and essential medical supplies.
 Train staff in basic first aid and emergency response procedures.
 Maintain a list of local medical facilities and emergency contact numbers.
 Arrange for medical evacuation services if needed.
4. Accommodation issues
 Contingency: Overbooking, facility maintenance problems, or unexpected closures.
 Measures:
 Maintain relationships with alternative accommodations.
 Notify travelers promptly and arrange comparable alternatives.
 Provide support and assistance during the transition to new accommodations.
5. Activity /Attraction closure
 Contingency: Unexpected closure of planned activities or attractions.
 Measures:
 Stay informed about operating hours and closures through local contacts or
websites.
 Have backup activities or alternative sightseeing options available.
 Communicate changes promptly to travelers and offer suitable replacements or
refunds.
6. Natural disasters contingency: Earthquakes, hurricanes, political unrest, or other
emergencies.
 Measures:
 Monitor local news and government advisories for safety alerts.
 Develop evacuation plans and safe zones in high-risk areas.
 Maintain communication with local authorities and embassies for guidance and
support.
7. Communication
 Contingency: Loss of communication with travelers or staff.
 Measures:
 Use multiple communication methods (e.g., mobile phones, radios, satellite
phones).
  Establish regular check-in procedures or rendezvous points.
 Provide travelers with emergency contact information and protocols for reaching
tour staff.
8. Customer complaints
 Contingency: Dissatisfaction or complaints regarding services, accommodations, or
itinerary changes.
 Measures:
 Address concerns promptly and professionally.
 Offer alternatives or compensation as appropriate to resolve issues.
 Document feedback for post-tour evaluation and improvement.
9. Financial contingencies
 Contingency: Currency exchange problems, unexpected costs, or supplier payment
delays.
 Measures:
 Carry sufficient local currency for emergencies.
 Maintain relationships with reliable financial institutions for currency exchange
and transfers.
 Have contingency funds or credit options available for unexpected expenses.
10. Security and safety concerns
 Contingency: Theft, scams, or personal safety issues.
 Measures:
 Educate travelers on local safety practices and potential risks.
 Provide secure storage options for valuables.
 Coordinate with local authorities for security escorts or assistance if needed.
Importance of planning for contingencies
 Reduces the impact of unforeseen events on tour operations and traveler experience.
 Demonstrates preparedness and commitment to traveler safety and satisfaction.
 Enables quick response and adaptation to changing circumstances, maintaining service
quality and operational efficiency.
 TOPIC 5
PERFORM POST TOUR ACTIVITIES
Performing post-tour activities refers to the tasks and responsibilities that tour operators
undertake after the completion of a tour. These activities are crucial for ensuring proper closure
of the tour experience, addressing customer feedback, evaluating tour performance, and
preparing for future operations. Typical post-tour activities include;
1. Customer feedback collection
 Purpose: gather insights and feedback from travelers about their experience during the
tour.
 Activities:
 Distribute feedback forms/ questionnaires or surveys to customers.
 Conduct interviews or focus groups with select customers for more detailed
feedback.
 Monitor online reviews and social media comments for additional insights.
 Analyze feedback to identify trends, insights, strengths, weaknesses, and areas for
improvement.
2. Evaluation of tour performance
 Purpose: assess the effectiveness of the tour itinerary, logistics, and overall delivery.
 Activities:
 Review operational data, including attendance, transportation reliability, and
activity participation rates.
 Evaluate financial performance against budgeted projections.
 Assess customer satisfaction levels based on feedback and performance metrics.
 Compare actual outcomes with planned objectives and make adjustments for
future tours.

3. Financial reconciliation:

 Purpose: ensure accurate accounting and reconciliation of tour expenses and revenues.
 Activities:
 Verify and reconcile invoices from accommodations, transportation providers,
and other suppliers.
 Review expenses related to meals, activities, and miscellaneous costs.
 Prepare financial reports detailing revenue, expenses, and profitability of the tour.
 Address any discrepancies or outstanding payments with suppliers.
4. Supplier and partner communication:
 Purpose: maintain relationships with suppliers and partners involved in tour operations.
 Activities:
 Provide feedback to suppliers regarding their services and performance during the
tour.
 Address any issues or concerns raised by suppliers.
 Negotiate future contracts or agreements based on performance and customer
feedback.
 Express appreciation and maintain ongoing communication to strengthen
partnerships.
5. Documentation and reporting
 Purpose: compile and organize tour-related documentation for record-keeping and future
reference.
 Activities:
 Archive all paperwork, including contracts, waivers, and customer
documentation.
 Prepare a comprehensive tour report summarizing key performance metrics,
customer feedback, and financial results.
 Document lessons learned and recommendations for improving future tour
operations.
 Ensure compliance with legal and regulatory requirements related to tour
documentation.

6. Marketing and promotion

 Purpose: promote future tours and maintain visibility in the market.
  Activities:
 Develop marketing materials, such as brochures, website updates, and social
media posts highlighting successful tours and customer testimonials.
 Launch promotional campaigns or special offers to attract new customers and
encourage repeat bookings.
 Attend industry events or trade shows to showcase tour offerings and network
with potential partners.
 Utilize customer testimonials and positive feedback in marketing efforts to build
credibility and trust.
7. Staff debriefing and training
Debriefing is a structured review process conducted after an event or activity, allowing
participants to discuss experiences, analyze outcomes, and extract key lessons for improvement.
It is crucial for enhancing team performance, fostering continuous learning, and refining
strategies based on insights gained from the discussion. By promoting open communication and
reflection, debriefing helps organizations and teams mitigate risks, optimize processes, and
achieve higher levels of effectiveness in future endeavors.
Purpose: provide staff with an opportunity to reflect on tour outcomes and identify areas for
professional development.
 Activities:
 Conduct a debriefing session with tour guides, drivers, and support staff to discuss
successes, challenges, and opportunities for improvement.
 Offer training or refresher courses based on lessons learned and customer
feedback.
 Recognize and reward staff for exceptional performance and dedication during the
tour.
 Foster a positive team culture and reinforce company values to maintain morale
and motivation.
8. Continuous improvement planning
 Purpose: implement changes and enhancements based on post-tour evaluations to
improve future tour experiences.
 Activities:
 Develop an action plan with specific goals and timelines for implementing
improvements.
 Assign responsibilities to team members for executing improvement initiatives.
  Monitor progress and evaluate the impact of changes on tour operations and
customer satisfaction.
 Adapt strategies based on ongoing feedback and market trends to stay competitive
and meet customer expectations.
Importance of post-tour activities:
 Enhanced customer satisfaction- addressing feedback and making improvements based
on evaluations ensures that future tours meet or exceed customer expectations.
 Operational efficiency- financial reconciliation and supplier communication streamline
operations and support effective resource management.
 Business growth- marketing efforts and continuous improvement initiatives help attract
new customers and retain existing ones, driving business growth and profitability.
 Professional development-staff debriefing and training foster a culture of continuous
learning and improvement, enhancing staff performance and job satisfaction.

Tour report preparation

A report is a structured document that provides information, analysis, or findings about a
specific subject or event. It typically includes details such as objectives, methods used, results
obtained, conclusions drawn, and recommendations for action. Reports are used in various fields
and contexts to communicate data, insights, or summaries of activities to stakeholders.
A tour report is a specialized type of report that documents the details and outcomes of a tour or
travel experience. It typically includes information about the itinerary, activities conducted,
logistics, participant feedback, financial summaries, and any incidents or notable occurrences
during the tour. Tour reports are prepared by tour operators or travel agencies to evaluate the
success of the tour, identify areas for improvement, and provide insights for future planning and
decision-making.
Preparing a tour report involves documenting and summarizing various aspects of the tour,
providing a comprehensive overview for evaluation and future planning. It entails
1. Gathering all relevant documents and information related to the tour, including itinerary
details, customer feedback, operational logs, financial records, and any incident reports.
2. Organizing the collected information into a structured format, ensuring clarity and
coherence in presenting the tour’s objectives, activities conducted, outcomes achieved,
challenges faced, and lessons learned.
3. Analyze customer feedback, performance metrics, and financial data to assess the success
of the tour. Identify strengths and weaknesses, and highlight key insights that could
inform future decisions and improvements.
 4. Drafting the report: write a comprehensive tour report that includes an executive
summary, detailed analysis of findings, recommendations for improvement, and
appendices with supporting documentation. Ensure the report is clear, concise, and
tailored to the audience (e.g., management, stakeholders, operational team).
5. Review the draft report for accuracy, completeness, and coherence. Incorporate any
additional feedback or insights from stakeholders before finalizing the document.
Implementing tour report recommendations
Implementing recommendations from the tour report involves translating insights and
suggestions into actionable steps to enhance future tour operations:
 Identify and prioritize recommendations based on their potential impact, feasibility, and
alignment with organizational goals.
 Develop an action plan for each recommendation, specifying objectives, responsibilities,
timelines, and resources required for implementation.
 Communicate recommendations and action plans to relevant stakeholders, ensuring
understanding and alignment with organizational strategies and objectives.
 Execute action plans systematically, monitoring progress closely to ensure tasks are
completed on schedule and within budget.
 Evaluate the effectiveness of implemented changes through ongoing monitoring,
feedback collection, and performance metrics. Adjust strategies as needed to optimize
outcomes and address emerging issues.

A TOUR DELIVERY REPORT SAMPLE

A tour delivery report for a 3-day tour in Mombasa County should encompass comprehensive
information that provides an overview of the tour's planning, execution, outcomes, and any
relevant observations or recommendations.

Tour Delivery Report should entails

1. Executive summary

 Brief overview of the tour objectives, itinerary highlights, and key outcomes.
 Summary of customer feedback and overall satisfaction ratings.

2. Tour overview/ Introduction

 Introduction to the tour itinerary, including dates, duration, and destinations visited.
  Description of the target audience or group profile for the tour.

3. Itinerary details

 Day-by-day breakdown of activities, sightseeing locations, and scheduled events.

 Timing and logistics for each activity or excursion.

4. Logistics and transportation

 Overview of transportation arrangements (e.g., vehicle types, drivers, transfers).

 Any challenges or successes related to logistics management.

5. Accommodations

 List and description of accommodations used during the tour.

 Feedback on accommodation quality and service.

6. Activities and excursions

 Description of planned activities, attractions visited, and their significance.

 Customer participation rates and feedback on activities.

7. Customer feedback

 Summary of feedback received from tour participants, including surveys or comments.

 Analysis of customer satisfaction levels and key themes from feedback.

8. Financial summary

 Budget versus actual expenditure for the tour.

 Income sources (e.g., tour fees, additional services).

9. Observations and recommendations:

 Identification of strengths and areas for improvement based on tour outcomes.

 Recommendations for enhancing customer experience, operational efficiency, or itinerary
adjustments.

10. Conclusion

 Final thoughts on the tour's success and achievements.

 Closing remarks and next steps for implementing recommendations.

11. Appendices
  Supporting documents such as detailed itineraries, participant lists, financial statements,
and any additional data or charts.

Sample Tour Delivery Report: 3-Day Tour in Mombasa County

1. Executive summary: The 3-day tour in Mombasa County aimed to introduce participants to
the region's cultural and historical landmarks, combining leisure activities with educational
insights. Overall, feedback indicated high satisfaction with the itinerary, though logistical
challenges were noted in transportation coordination.

2. Tour overview/ Introduction: This tour, organized for a group of 20 participants aged 25-50,
took place from [Dates] and covered key attractions including Fort Jesus, Haller Park, and Old
Town, showcasing the diverse cultural and natural heritage of Mombasa County.

3. Itinerary details:

 Day 1: Arrival, check-in at [Accommodation], orientation.

 Day 2: Visit to Fort Jesus, guided tour of Old Town, lunch at local restaurant, optional
beach time.
 Day 3: Morning visit to Haller Park, departure arrangements.

4. Logistics and transportation: Transportation included two minibuses for group transfers and
local excursions. Despite initial scheduling issues, adjustments were made to ensure timely
arrivals at planned destinations.

5. Accommodations: Participants stayed at [Accommodation], praised for its central location

and comfortable amenities. Service quality received positive reviews, particularly in-house
dining options.

6. Activities and excursions: Fort Jesus tour received high participation rates, with historical
insights appreciated. Optional beach time provided flexibility, though clearer communication on
activity choices could enhance satisfaction.

7. Customer feedback: Survey results indicated an average satisfaction rating of 4.5/5,

highlighting enjoyment of guided tours and local cuisine. Suggestions included more interactive
cultural experiences and improved transportation schedules.

8. Financial summary: The tour budget of $ was adhered to, with minor adjustments for
unexpected expenses. Income primarily derived from tour fees and optional activities.

9. Observations and recommendations: Strengthening communication on activity options and

enhancing transportation coordination are recommended. Further diversification of cultural
experiences and partnerships with local guides could enrich future itineraries.
10. Conclusion: The 3-day tour in Mombasa County successfully balanced cultural exploration
with leisure activities, offering valuable insights into the region’s heritage. Moving forward,
implementing customer feedback will enhance tour quality and participant satisfaction.

11. Appendices:

 Detailed itinerary with timings and locations.

 Participant list with demographics.
 Financial breakdown and receipts.

NB// all this can be summarized into

Title, summary, introduction, methods of data collection, findings and discussions,
recommendations and conclusions.

Closing a tour file

Closing a tour file refers to the process of finalizing and organizing all documentation and
records related to a specific tour or travel event once it has concluded. This includes compiling
and securely storing paperwork, financial records, participant information, feedback forms, and
any other relevant documentation in a systematic manner. The goal is to ensure that all
administrative and operational aspects of the tour are properly documented and archived for
future reference, compliance, and analysis purposes.
Closing a tour file entails:
1. Compiling all tour-related documents, including itineraries, contracts, invoices,
participant lists, and incident reports.
2. Storing physical documents in a secure, organized manner and ensure digital files are
backed up and accessible as per organizational protocols.
3. Ensuring all necessary paperwork is completed, such as expense reports, reconciliation
statements, and participant evaluations.
4. Verifying that all documentation complies with legal and regulatory requirements,
including data protection and retention policies.
5. Confirming with relevant stakeholders that the tour file has been closed, ensuring clarity
on responsibilities and follow-up actions.
THE END