I. Understand the general situation of the industry

(A) the role of understanding the industry profile

Sun Tzu said, "Know yourself and your enemy, and you will win every battle." This famous saying comes from the third chapter of Sun Tzu's Art of War, which was originally intended to be a metaphor for the warring parties in ancient times. No matter which side, we must know ourselves and each other first, and be good at strategy before we can defeat each other.

According to our current jargon, managers of travel agencies must know the general situation of their own enterprises and master the general situation of the same industry through various information channels if they want to run their own enterprises well and survive and develop in the competition of the same industry.

(two) the main channels to obtain the general situation and dynamics of the whole industry.

The main channels for managers of travel agencies to obtain the general situation and trends of the whole industry are as follows: First, the Internet-which can be obtained by browsing China Travel Network, local travel networks and self-built websites of travel agencies.

Second, newspapers and magazines-you can get them by reading China Tourism News and the travel edition of local newspapers and periodicals.

The third is radio and television, which can be obtained by watching and listening to national and local TV stations and radio stations.

Fourth, academic reports can be obtained by inviting experts and scholars to make academic reports on the subject.

Second, learn from successful practices.

Successful practices for us to learn from:

(A) learn from successful business models

1, China International Travel Service Mode: Travel Agency+Exhibition+Performing Arts+Duty Free+Tourism College+E-commerce.

2. Hong Kong CTS mode: travel agency+hotel+scenic spot+e-commerce.

3.CYTS mode: travel agency+real estate+high technology+e-commerce.

4. Shanghai Spring and Autumn Model: Travel Agency+Airlines+E-commerce.

5. Shenzhen Baozhong mode: travel agency+brand chain+e-commerce.

6. Fujian CTS mode: travel agency+hotel+car tour+scenic spot+e-commerce.

7. Xiamen Jianfa mode: travel agency+hotel+exhibition+e-commerce.

(B) the establishment of a vertical division of labor management system

Travel agencies must completely change the flat division management system that has restricted the development of the industry for a long time, and establish a vertical division management system that is suitable for the wholesale and retail system of travel agencies.

According to the general rules, in the organizational management structure of travel agencies, the parent company implements professional vertical management for its wholly-owned or holding subsidiaries and branches.

(C) establish the proper position of enterprises in the wholesale and retail system

Managers of travel agencies must set out from the scale and reality of their own enterprises, establish their proper position in the wholesale and retail system, and choose to play their own "roles";

1. Large travel agencies play the role of "wholesalers".

Implementing the collectivization operation of large travel agencies and becoming a regional wholesaler with scale strength, the basic business highlights three aspects: first, product development and market development; Second, large-scale group gatherings and tourist receptions; The third is to entrust a small travel agency to act as an agent for the retail business of tourism products.

2. Medium-sized travel agencies play the role of "dealers".

Professional management of medium-sized travel agencies, the products they operate should be aimed at certain market segments, and professional products should be developed in depth to form characteristic products and services.

3. The small travel agency plays the role of "agent".

Small travel agencies act as agents for the wholesale business of tourism products of big travel agencies, and at the same time, they should strengthen the horizontal alliance with the same industry, strive for the advantages of bulk purchasing, enhance the bargaining power with suppliers, and increase coverage and profit space.

(D) Take the development path of "joint operation and group procurement"

Establish a regional travel agency consortium, and jointly operate chartered flight group tour and special train reservation (box and seat reservation) business according to the joint-stock management mode. * * * To jointly operate a certain tourist route with Development, we should adopt the methods of "joint self-service reservation", "joint purchase of scenic spots tickets" and "joint unified agency", that is, reduce the reception cost by means of group procurement, improve the market competitiveness of product sales, and strive for consistency.

(five) to do a good job in the annual work summary and the financial budget and work plan of the enterprise for the new year.

Strive to realize the rational use of enterprise funds (assets) and the reasonable arrangement of annual work plan, give full play to the rational allocation of funds (assets) and human resources, and strive to achieve the ideal annual operating benefit of organically combining long-term development goals with annual management goals.

Ten key words for successful practice of travel agency enterprises: industrial chain, e-commerce, vertical management, wholesalers, distributors, retailers, joint operation, group procurement, budget and planning.

Third, determine the target market.

Managers of travel agencies must organize relevant personnel to determine the target market of the "three tours" of enterprises in the new year on the basis of in-depth and detailed market research.

Including the determination of inbound tourism target market, outbound tourism destination and domestic tourism target market.

Fourth, develop marketable products.

Travel agency enterprises should carefully plan diversified and marketable "three tours" tourism products, especially deeply develop tourism products that highlight their own characteristics.

At present, China's travel agencies mainly operate four types of tourism: sightseeing, leisure and holiday tourism, exhibition tourism and special tourism.

Experts believe that sightseeing, including cultural sightseeing and natural sightseeing, is now in a mature stage; Leisure and holiday tourism is now in the growth stage, and its development trend is from comprehensive leisure and holiday tourism to rest and holiday tourism; With the acceleration of the process of world economic integration, with the increase of economic exchanges between countries, enterprises exploring markets, transnational technical cooperation and other activities, business exhibition tourism has sprung up and developed vigorously day by day; Special tourism is still in its infancy, and will develop into an ecological and exploratory type, such as green tourism, red tourism, cave tourism, hot spring tourism, cruise tourism, RV tourism and space tourism.

Fifth, strengthen publicity and marketing.

Market is the theme of the development of travel agency industry, and it is the first of the "three pillars" of China tourism industry. Product innovation, strong sales and excellent service are the "three cornerstones" to expand the market.

Travel agency enterprises to expand the market, expand the market, mainly rely on the use of these "three cornerstones."

It is suggested that travel agency enterprises can adopt the following "big eight" strong sales methods:

(A) rigid advertising sales methods

Hard advertising sales mode refers to the paid and intuitive sales of tourism products by travel agencies through various news media, which is the main sales means adopted by travel agency enterprises to attract organizations to receive tourists.

Usually, you can choose to publish advertisements of tourist routes regularly and irregularly in local newspapers or newspapers and television media with large cross-regional circulation.

Based on the actual situation of enterprises, the investment in pure hard advertising should generally be controlled at three thousandths to five thousandths of the operating income of enterprises or 10%-20% of their profitability.

If a travel agency does not do hard advertising all the year round, the enterprise will have no influence in the market, the products sold in the market will be difficult to be recognized by the public, and it will be impossible for the enterprise to gain a foothold in the fiercely competitive market.

(B) Soft advertising sales methods

Soft advertising sales model refers to the sales model in which enterprises pay by means of news media and release all kinds of tourism information for free.

Usually, business leaders or heads of relevant business departments will be interviewed by journalists from radio, television, newspapers, magazines and other news media. Publish tourism-related information, or introduce travel itinerary, scenic spots and travel tips through newspapers and periodicals, or accept interviews with news media reporters and publish interview articles, or publish readable papers of concern from all walks of life through newspapers, magazines and publishing units, or invite TV reporters and newspaper writers to shoot tourism feature films with the group in combination with the outing activities in the tourism market.

As a business leader, we must pay attention to the sales of soft advertisements in enterprises, look for opportunities to sell soft advertisements, and give full publicity.

Business leaders should make use of the "three tours" product development, the two major tourist golden weeks and major festivals to "dig up topics", accept interviews and reports from various news media as frequently as possible, strive to publish interview articles and industry management papers of industry concern through newspapers and magazines many times a year, carry out joint line-stepping activities, and cooperate with the news to shoot new feature films on tourist routes every day.

Soft advertising has infinite charm for travel agency enterprises. It can not only improve the visibility of the enterprise, enhance the brand and increase the intangible assets of the enterprise, but also enhance the public's recognition and desire to buy tourism products under the brand of the enterprise, thus achieving the positive effect of expanding the number of tourists.

(3) Direct customer sales method

Direct customer sales model is a sales model in which travel agencies strive to expand the tourist market, assign sales personnel to go deep into party and government organs, enterprises and institutions, mass organizations and communities, accept public tourism consultation, and introduce and sell tourism products face to face.

This kind of door-to-door service meets the requirements of citizens to buy tourism products, brings excellent sales effect to travel agency enterprises and attracts more group tourism groups.

Direct customer sales is the main sales method and the most effective way for travel agencies to expand the tourist market and make the travel agency industry bigger and stronger after entering the new century.

Direct customer sales should be good at finding high-end customers and focus on high-end customers.

(4) outlet sales methods

Retail means that travel agencies sell tourism products by setting up retail outlets to facilitate tourists to buy tourism products nearby and expand the coverage of travel agencies' tourism market.

Travel agency operators should proceed from the reality of their own enterprises, set up branches and outlets locally and across regions, accept tourists' registration, and give full play to the due role of outlet sales network in expanding the tourism market.

However, when setting up branches and business departments, travel agencies must pay attention to the following two points: First, reasonable layout.

Established in an urban area with developed economy and prosperous business; Second, we should look at the comprehensive benefits it brings to travel agency enterprises scientifically.

(V) Sales methods of booths

Booth sales mode refers to the sales mode that travel agencies use large and medium-sized trade fairs to display corporate image, distribute corporate profiles and promotional materials of tourist routes, directly convey tourism information to the public and sell tourism products.

At present, tourism enterprises usually participate in the international and domestic tourism fairs jointly organized by the National Tourism Administration and local governments of provinces, municipalities and autonomous regions twice a year, or participate in domestic regional tourism exhibitions or participate in foreign exhibitions.

Booth sales is an overall promotion activity led by the government, and it is also an effective way for the government to provide joint promotion for enterprises.

The way of booth sales is more to show the tourism resources and corporate image of various places, establish corporate brands, attract foreign inbound tourists and tourists from all over the country, and promote the interaction between domestic and international and regional tourism markets.

With the full opening of the tourism market in China and the combination and linkage of regional tourism markets in China, booth sales will play an increasingly important role.

(VI) Online sales methods

2 1 century is a high-tech century. With the wide application of Internet in government agencies, businesses and enterprises in China and the gradual popularization of individual users, travel agency enterprises will promote and sell tourism products through Internet sites, which will certainly bring unlimited business opportunities.

The main successful experience of Shanghai Chunqiu International Travel Service's extraordinary development for several years in succession is inseparable from the establishment of 28 branches, 1 1 regional network, 900 business outlets and perfect network system in the whole country in the Spring and Autumn Period.

With the passage of time and the increase of netizens, online sales will become the main sales method for travel agencies to expand the tourism market and play an irreplaceable positive role.

(seven) the way of selling mobile phones in Weibo.

The length of Weibo is generally less than 140 words. You can update the content or view the page online through computer network or (3G) SMS.

It is a new way of network marketing with the help of new media and high-tech means.

The effectiveness of Weibo marketing is being recognized by travel agencies, hotels and scenic spots, and it has become one of the important channels for enterprises to establish brand image and promote the sales of tourism products.

(VIII) After-sales service sales methods

After-sales service means that travel agencies continue to provide customers with a series of services after participating in tourism activities, aiming at actively solving the problems encountered by customers, strengthening contact with customers, and guiding and stimulating customers' desire to buy tourism products again. It is a "follow-up" service provided by travel agencies to customers.

Western scholars' research shows that the cost of winning a new customer is at least six times that of explaining the re-purchase of existing customers.

It can be seen that the cost of acquiring an old customer is far less than the cost of developing a new customer.

Five successful after-sales service methods, such as telephone inquiry, letter inquiry, using travel agency open days or setting up travel clubs to conduct social activities regularly, using e-mail resources, and using travel agency's network and electronic message boards to communicate with customers, are effective sales methods that travel agencies can learn from.

Travel agencies must scientifically subdivide the tourist groups in the tourism market, that is, official groups, student groups, elderly groups and female groups, and then sell tailor-made tourism products according to the characteristics of different groups.

Remind travel agency operators that there are huge business opportunities for the elderly and women, which should attract the attention of travel agency practitioners!

Compulsory education and training of intransitive verbs

(a) to formulate the annual education and training plan of the enterprise and its implementation plan.

The contents of the education and training plan should include professional education and training for managers, planners, marketers, tour guides and other personnel, as well as comprehensive education and training for all employees in the aspects of enterprise development history, enterprise culture, enterprise spirit, policies and regulations, honesty and self-discipline, and network operation technology.

(two) the implementation of classified education and training.

1, education and training of managers

2. Education and training of dispatched personnel

3. Education and training of marketing personnel

4. Education and training of tour guides

(three) the implementation of comprehensive education and training for all staff.

1, enterprise development history and enterprise culture, enterprise spirit education and training

2, policies and regulations, honesty and self-discipline education and training

3, network technology education and training

4. Other education and training

Through systematic education and training in a planned way, the comprehensive quality, cohesion, execution and core competitiveness of enterprise managers and all employees will be improved.

Seven, the implementation of risk control

(A) to strengthen the risk management education of enterprise employees

Establish a sense of risk, enhance the sense of hardship and responsibility, strengthen the skills of preventing, controlling and handling risks, and avoid unnecessary losses.

(B) the establishment of enterprise crisis early warning management system

Establish an enterprise crisis management organization, scientifically predict and judge the potential crisis of the enterprise, and formulate enterprise risk handling procedures and response plans in advance according to the worst possible situation of the enterprise.

(3) Carefully select partners.

In view of the objective fact that many risks come from the mistakes of travel suppliers, travel agencies should seriously investigate the commercial credit of the proposed partners and refuse to do business with travel suppliers with bad records.

In the contract signed by both parties, the possible loss sharing of risks should be clearly defined, and the responsibilities should be clearly defined with relevant enterprises and individuals to avoid or reduce risks.

(four) to participate in the national insurance of travel agency liability insurance.

Travel agency liability insurance is divided into basic insurance and additional insurance.

The basic insurance only covers the travel agency's liability for compensation caused by negligence or accidents.

Additional risks include emergency rescue, trip delay, trip cancellation, expansion expenses, solatium, etc.

Travel agency enterprises must carry out reasonable insurance according to their own risk factors and past accidents to ensure adequate insurance protection.

Travel agencies should advise tourists to buy travel accident insurance at their own expense.

By compulsory travel agency liability insurance, the risk of travel agency liability can be passed on and the interests of travel agency enterprises can be guaranteed.

(five) strict financial discipline and internal audit system.

Implement the financial discipline of enterprises in tourism industry and the financial management regulations formulated by enterprises.

Earnestly implement the audit system and do a good job in the outgoing audit, special audit and interim audit of enterprise legal persons.

Prevent business leaders from causing economic losses due to corruption and management out of control.

(six) to strengthen the management of production safety in enterprises.

1, implement the responsibility system for production safety.

Every year, we should sign a letter of responsibility for production safety with subordinate enterprises and front-line business departments, distinguish responsibilities and improve the sense of responsibility.

In order to avoid the occurrence of tourism safety accidents, travel agency enterprises should set up leading groups and working groups composed of main leaders and leaders in charge, functional departments and other relevant personnel, carry out irregular safety work inspections, investigate potential safety hazards, avoid the occurrence of enterprise safety accidents, and avoid and reduce the economic losses of enterprises as much as possible.

2, the establishment of enterprise tourism safety early warning mechanism.

On June 7th, 65438, during the Golden Week of November this year, there were three car accidents in China, and 56 people were killed, which warned us not to give up the concept of safety in an instant. A slight negligence may lead to great disaster.

There is no small matter in safe work. Managers and staff at all levels of travel agency enterprises must strengthen their sense of safety responsibility, make preparations and do their best to control or avoid the occurrence of tourism safety accidents.

Travel agency enterprises should establish a tourism safety early warning mechanism and carefully formulate emergency plans for safety accidents.

After a safety accident, we should immediately start the plan, organize rescue work as soon as possible, and do a good job in appeasing the families of the deceased and recovering the responsibility for the accident.

3. Issue a warm reminder for holiday safe travel.

Especially during the Spring Festival and National Day, travel agencies must remind tourists to improve their safety awareness, travel without forgetting their own safety, and fully enjoy the whole process of happy travel.

Tips for safe travel include: catering safety, accommodation safety, traffic safety, sightseeing safety, shopping safety and amusement safety.

Eight, get rid of the industry dilemma

(A) Get rid of the dilemma of brain drain in enterprises

Some experts, scholars and insiders believe that talents are the foundation of the development of travel agencies, and the competition in the tourism market is ultimately the competition of talents.

The author thinks that the saying circulating in the travel agency industry has certain enlightening significance for the managers of our travel agency enterprises, that is, tour guides played a key role in the development of China travel agency industry in the 1980s, while marketing and scheduling personnel played a key role in the development of China travel agency industry in the 1990s. In the 265,438+0th century, especially after China joined the WTO, senior and middle-level talents played a key role in the development of China travel agency industry.

There are three measures to deal with the brain drain of travel agency enterprises:

1. Be good at finding talents and using suitable talents.

First of all, tap and select talents within the enterprise.

Break the shackles of seniority, establish the concept that talents are around, abandon the idea that foreign monks can only recite scriptures, and boldly select talents.

The second is to introduce urgently needed talents from other units.

According to the actual situation of enterprises, the introduction of foreign countries, open recruitment, competition for posts.

The third is to use the right talents.

Choosing people is more important than employing people. Employing people must have their own strengths, conform to their own energy levels, choose the right people and play the right role.

A travel agency enterprise must be composed of personnel at all levels, and must be handsome, general and soldier. A travel agency enterprise will be handsome, handsome or not, or both handsome at the same time. This combination can't be done well in the same enterprise. The best ratio is a handsome talent, several generals and a group of key followers.

2. Be kind to talents.

The more the leaders of travel agencies care about and treat their employees well, the more they love this travel agency and are willing to make more and greater efforts for their own travel agencies.

How to be good at mobilizing and exerting the enthusiasm of all kinds of talents? There are three specific methods: one is to keep people.

We should pay attention to the construction of corporate culture, advocate a positive entrepreneurial atmosphere, improve employees' loyalty to the enterprise and make contributions to the enterprise.

The second is to treat people and things.

Treatment is the core issue of treating talents well. We should take care of their material living conditions, implement necessary material incentives, honor incentives, emotional incentives and work incentives, provide them with various social insurance, reduce their worries and provide a safe and peaceful working environment.

The third is emotional retention.

Pay attention to communication with employees and make some emotional investments to help them solve their difficulties and establish harmonious interpersonal relationships.

3. Pay attention to personnel training and reserve.

There are four specific methods: first, conduct regular public assessment within the enterprise and re-select the standby talents.

Second, it is necessary to cooperate with several university tourism colleges (departments) for a long time, intervene in advance, track and inspect the pre-selected objects, and select and hire professional reserve talents in tourism colleges under the premise of open competition.

The third is to carry out the rotation training and job exchange of enterprise reserve talents in a planned way.

Fourth, it is necessary to establish enterprise candidate files.

Travel agency enterprises should be people-oriented and create solid talent conditions for scientific development, leap-forward development and sustainable development.

(2) Get rid of the dilemma of corporate tourists.

Due to the long-term vicious price competition in China's travel agency industry, the service quality has declined, and the phenomenon of tourist loss is serious.

To change this bad phenomenon, travel agencies must strive to create loyal tourists.

The implementation of tourist loyalty strategy is a very urgent task for travel agencies at present, so travel agencies should grasp the following five points: First, understand and meet the reasonable needs of tourists.

The second is to enhance the perceived value of tourists.

The third is to optimize the travel experience.

The fourth is to improve quality control.

Travel agency enterprises must implement the concept of quality control in all aspects of product pre-sale, sale and after-sale.

The fifth is to shape employee satisfaction, and then enhance customer satisfaction and loyalty.

According to the survey of an American company, a 5% increase in employee satisfaction will jointly increase customer satisfaction by 65,438+03%.

Shaping employee satisfaction and then improving customer satisfaction plays an extremely important role in improving customer loyalty.

(C) Get rid of the dilemma of enterprise price war

1, holding a group to develop new products.

Travel agencies jointly develop new products to avoid homogenization, which can well avoid price wars.

2. Make a "travel package" with product classification and price difference.

Travel agencies should classify their own tourism products and form "travel packages" with different prices to provide tourists with a variety of choices.

When recommending tourism products to tourists, travel agencies must make it clear that different levels of consumption items have different prices, especially the standards of catering, accommodation and vehicles, so as to guide tourists to spend rationally and intelligently.

3. Require tourism associations to strengthen consumption tips and early warning.

The Tourist Association is the parent of the travel agency. They should prompt and warn consumers about the serious price competition in the tourism market and its consequences, inform consumers of the potential harm of participating in low-cost tours, and assist travel agencies to guide tourists to establish a rational consumption consciousness.

Especially for some routes below the cost, they should be dealt with decisively through the provisions of the association. For those who violate the anti-unfair competition law because of the low cost, they should be punished in conjunction with the tourism, industry and commerce departments.

4. Ask the Tourism Bureau to strengthen law enforcement.

Travel agencies should require tourism management departments to strengthen law enforcement and strengthen the governance of the tourism market through tourism associations.

The disorderly price competition in the tourism market often leads to many tourism complaints. We should call on tourism management departments to take this as a breakthrough, strengthen the monitoring of low-priced advertisements, strengthen the monitoring of the services and marketing of these travel agencies, announce and deal with problems in time when they are found, so as to make an example for other travel agencies to prevent price wars and curb unfair low-priced competition among travel agencies.

Nine, improve the quality of service

The core of travel agency management is to provide travel services for customers, and providing high-quality travel services for customers is the key to improve the popularity and reputation of travel agencies and win market share.

Quality service has four characteristics: standardization, specialization, personalization and refinement.

Travel agencies must focus on these four characteristics if they want to provide quality services:

(A) the implementation of standardized services

Standardization is the key factor to ensure service quality and the foundation of high-quality service.

There are three ways for travel agencies to do a good job in standardized services: first, they must design service standards in accordance with the provisions of tourism service standards formulated by the competent departments of tourism industry and combined with the actual situation of enterprises.

Then, according to the market situation and the characteristics of enterprise resources, combined with the characteristics of customer demand, standardized services are carried out on the basis of optimizing service processes and improving service quality and effect.

Travel agencies must sign a national unified model "Travel Contract" with passengers before they travel, and clarify the responsibilities and obligations of both travel agencies and customers.

Second, we must do a good job in the implementation of service standards.

The implementation of service standards depends on employees, so there must be a staff with high basic quality, good work attitude and excellent service skills.

It is necessary to do a good job in skills training and execution education of employees to ensure the effective implementation of service standards.

Third, according to the needs of enterprise development and market changes, we should improve and improve service standards in time, constantly optimize work processes and improve service levels.

(B) the implementation of special services

Providing personalized service for guests is an important way for travel agency enterprises to show their service personality, build special attraction and form comparative advantages, and it is also an important magic weapon for enterprises to "do something different" and create brand characteristics.

Featured service is generally composed of elements with novelty, novelty, uniqueness and Excellence, such as service environment, service items, service methods and service effects, which can give people a refreshing feeling and effectively satisfy guests' novelty and novelty psychology.

Travel agency enterprises should aim at tapping cultural resources, enriching service connotation and improving service quality and value.

The service features should be guided by the enterprise's value mission and development strategy, rely on the enterprise's resource advantages, conform to the development trend of tourism services, and guide consumption fashion.

When establishing characteristics, travel agency enterprises should also pay attention to enhancing their imitation and extending the "preservation period" of featured services by mastering core technologies and applying for patents.

(3) Implementing personalized services

There are four ways for travel agencies to provide personalized services: First, we should respect our guests.

Travel agency enterprises should treat their guests equally and take good care of every guest. They should not judge a person by his appearance, not to mention treating them differently according to their hobbies, favoring one over the other and neglecting them.

We should respect the personality, dignity, hobbies, religious beliefs, living habits and consumption choices of our guests.

Be warm to the guests and provide them with services with affection, so that they feel welcome, respected and valued, and feel at home.

The second is to know the guests.

Good at perceiving the individual needs of guests.

Learn to read words and deeds, use psychological knowledge, infer the personality characteristics and demand tendency of guests according to their words and deeds, especially through careful observation, understand the hidden personalized needs of guests and provide services in time.

The third is to pay attention to details.

Put personalized service on the details of customer needs, and implement the satisfaction of personalized needs on the details of services.

The fourth is to give full service providers on-site management authority.

Let the service provider have the right to adjust the service items or methods according to the service situation, exercise the right to allocate and use related resources, so that he can make decisions on the spot and adjust the service strategy in time to meet the individual needs of the guests.

(D) the implementation of refined services

Refinement means making colorful services in details.

Travel agencies should start from the following three aspects to do a good job in refined services: First, strengthen infrastructure construction to ensure that service details are not wrong.

The second is to do small things carefully and thoroughly, work hard and make a fuss about service details, and improve service quality through service details.

Wang Zhongqiu, a famous writer, emphasized in his book "Details Decide Success or Failure" that the essence of details is earnest attitude and scientific spirit, so good service attitude and correct service methods are important guarantees for fine service.

The third is to encourage service providers to provide refined services.

Employees who pay attention to service details and are praised and praised by guests for providing "timely assistance" or "icing on the cake" services should be commended and publicized vigorously, and a good atmosphere of paying attention to details and optimizing services should be created within the enterprise.

(5) Strengthen inspection, supervision and guidance.

Travel agency enterprises must designate a functional management department (generally by the enterprise management department) to be responsible for the inspection, supervision and guidance of the daily work of the service quality of travel agency enterprises.

Adhere to the effective practice of issuing and recycling the Passenger Consultation Form to outbound passengers, and follow up and supervise the service quality throughout the process.

Hire the leaders of relevant departments and loyal customers of enterprises as supervisors to inspect and supervise the service quality.

Adhere to and strengthen the effective practice of "observing unannounced visits" by travel agency enterprises.

(6) Seriously handle passenger complaints.

Travel agency enterprises should carefully choose good ground travel agencies, and choosing brand travel agencies as ground travel agencies is an important guarantee for travel agency enterprises to provide quality services throughout the journey.

It is suggested that all travel agencies screen the land agency once a year, and the land agency can openly choose by means of "announcement and bidding". "Group purchasing" of land agency business is an effective way to improve service quality, reduce purchasing cost and maximize profits.

Nine "basic skills" that travel agency managers should master can be said to be indispensable "basic skills" for managers of large, medium and small travel agencies.

However, for the managers of large travel agencies, especially large state-owned and state-controlled travel agencies, in order to realize the dream of becoming a bigger and stronger travel agency, we must also strive to strengthen the "three major constructions" of enterprises-brand construction, corporate culture construction and corporate party building.