Leisure Travelninth edition

Education SystemsTravel Career Performance

Training

Acknowledgements

Martha Barry, The Mark TravelCorporationMilwaukee, Wisconsin

John Crossley, University of UtahSalt Lake City, Utah

Gerald Fuller, Travel AdviceOgden, Utah

Bob Relitz, Carnival Cruise LineSalt Lake City, Utah

Cruise Lines International Association (CLIA)

Authors: Rae L. Dreith, CTCLisa Wade, B.S.

Editor: Rita Watts, B.A.Managing Editor: Sharon Scott, CTC

Copyright © 2011 by Education Systems,Sandy, Utah, 800-288-3987. Printed in theUnited States of America.

No part of this publication may be reproduced,stored in a retrieval system, or transmitted in anyform or by any means, electronic, mechanical,photocopying, recording, or otherwise, withoutthe prior written permission of Education Sys-tems. Changes are systematically made to thisdocument. Updates, inaccuracies and typo-graphical errors will be corrected in subsequenteditions.

If you have purchased this book unbound andnot shrink wrapped, it may have been illegallyduplicated. It is copyrighted information andneither the author nor the publisher has receivedany payment for this book. Please report suspectsituations to Education Systems 800 288 3987.

ISBN: 978-1-930102-38-5

About The Authors

Ms. Dreith is an instructor, course developerand author who has been involved in trainingand travel for over thirty years. A variety of op-erational, supervision, management and trainingpositions with United Airlines, Western Air-lines and Education Systems has provided Raewith opportunities that have developed her ex-pertise in instructional technology, performancetechnology, instructional design and training forperformance in the travel industry.

The development of TravelCampus(www.travelcampus.com), putting travel andtourism courses on the Internet was Rae’s recentproject and Rae pioneered the design and devel-opment of these courses.

Ms. Wade is an instructor and curriculum devel-oper who has been involved in travel and train-ing for more than twenty years. She has aBachelor’s degree in Psychology from BrighamYoung University. She has managed a propri-etary travel school and taught travel courses atboth a proprietary and college level. Lisa has de-veloped coordinated instructional materials in-cluding instructor guides, examinations andtextbooks. She has contributed to several of Ed-ucation Systems’ student handbooks. She is cur-rently the Curriculum Specialist forTravelCampus, an Internet-delivered travel ed-ucation program.

ii Education Systems/LTSH/© 2011

Education Systems owns and operates TravelCampus, an Internet-delivered travel education pro-gram that allows you to study at your convenience 24/7. See www.travelcampus.com for a courselist. In addition, Education Systems also administers travel and tourism programs in colleges. Our in-dustry-driven student handbook series, detailed instructor guides and criterion-referencedexaminations are utilized by additional colleges and travel organizations.

Student Handbooks

Taking Off In TravelThis introduction of the basics of a travel careergives a fun, realistic presentation of employmentopportunities and skills necessary for these seg-ments of the industry: air travel, car rentals, hotelaccommodations, rail travel, tours, cruises andcomputer reservations systems. Group travel, incen-tive travel, meetings and conventions and in-boundtourism are also presented. A sample RTS© disk isavailable to provide hands-on experience makingairline, hotel and car reservations.

Travel ReservationsTravel Counseling skills, including sales and cus-tomer service are brought up to date for today’stravel professional. Product knowledge of air travel,hotel accommodations, car rental and rail travel ispresented in great detail. Application exercises pro-vide practice using the major industry referencematerials for all reservations procedures. Salestechniques are included with booking procedures.

Fares and Tickets(Canadian or U.S. version)

Domestic and international airfare construction andapplication, transportation taxes, currency, ticketingprocedures and refunds and exchanges are pre-sented in detail using ARC and IATA guidelines.Practice is an integral part of each concept, with re-views and multiple application exercises that simu-late work place situations.

Leisure TravelCurrent trends and tourism research in the leisuretravel market take this text beyond the basics oftravel reservations. The components include the lei-sure traveler, top leisure destinations, current cruisetrends, the present and future trends in tours, in-cluding adventure tours and ecotourism. Leisureservices such as groups, incentives and travel insur-ance are discussed.

Destination Geography - EasternHemisphere, Western Hemisphere

Two volumes of travel geography focus on the ma-jor tourism destinations of the world and a work-book provides map practice and destination studies.The text presentation is easy to use as a study textas well as an excellent reference.

Corporate Travel ManagementIn this one volume is everything students need toknow about the field of corporate travel manage-ment. Every aspect of the industry is covered, in-cluding automation, cost cutting andprofessionalism.

Computer Reservations SystemsChoose Apollo®, Sabre® or Worldspan®. Thesetutorials provide all the guidance necessary forhands-on training using any of the three major sys-tems in the United States. The skills covered in-clude creating PNRs, maintaining PNRs, air space,quoting fares and pricing itineraries, rental cars andhotel accommodations. The reviews and practicescontribute to a high proficiency level.

Simulated Software

RTS - Reservations Training System©, presents arealistic, on-line functionality allowing the learnerwork place application of the basic functions of thelive CRS including PNRs, faring, pricing, ticketing,car rentals and hotel accommodations. As tours andcruises become more widely used in the CRSs, thesimulated program will be so enhanced.

Instructor Guides

Instructor guides are available, online, with the pur-chase of a student handbook. These comprehensiveguides include:

› lesson plans

› examinationsLesson plans include materials checklists, advancepreparation, recommended agendas and times,learning activities and active lecture suggestions.

Education Systems/LTSH/© 2011 iii

Objectives

The overall objective of Education Systems’TRAVEL CAREER PERFORMANCETRAINING is to furnish the prospective travelprofessional with:

› Sales and Customer Service Skills

› Product Knowledge

› Computer Proficiency

› Destination Awareness

This knowledge and these skills are required tosucceed as a travel professional whether withthe airlines, cruise lines, hotels, car rental com-panies, travel agencies, tour agencies, as well asthe newer entrepreneural activities utilizingsuch technologies as the Internet and GDS/CRShome/business versions.

The objective of this particular text, LEISURETRAVEL, is to provide you with current infor-mation and trends within the leisure market, in-cluding:

› identifying the leisure traveler

› identifying current hot destinations

› tours and vacation packages

› cruises

› exploring new and tested leisureproducts

For more basic product information on AirTravel, Car Rentals, Accommodations and RailTravel , see the Education Systems text entitledTravel Reservations.

Preface

According to the Travel Industry Association ofAmerica, Travel and Tourism:

• Represents 6% of U.S. grossdomestic product

• Is the third-largest retail industry inthe U.S.

• Is the second-largest employer in theU.S.

• Has faster growth in hourly earningsduring the past 10 years than anyother industry except for finance,insurance and real estate

• Leisure travel accounts forapproximately 37% of the totaltravel market

This text brings you current on products and ser-vices of the leisure industry. We have utilizedcurrent research, published studies andup-to-date information from multiple trade ref-erences.

Leisure travel is defined as travel for pleasure,outdoor recreation and entertainments as well asvisiting friends and relatives. You will studywho uses leisure travel, why they travel, howthey travel, where they travel, how they getthere and what they do when they arrive. Prod-uct and services include groups, charters, toursand cruises.

For Training Purposes Only

The advertisements, rates, taxes, displays, etc.,presented in this student handbook are for train-ing purposes only. You must always use currentinformation in the work place.

iv Education Systems/LTSH/© 2011

ContentsChapter 1 - Leisure Travel SalesLeisure Travel Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Sales and Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Sales Attitude Assessment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Sales Attitude Assessment Answer Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Telephone Manners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Other Communication Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Effective Listening Quiz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Sales Process: Step 1 - Initial Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Sales Process: Step 2 - Getting to Know You . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Sales Process: Step 3 - Making a Recommendation . . . . . . . . . . . . . . . . . . . . . . . 12Sales Process: Step 4 - Making the Sale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Make the Reservation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Follow Up After the Sale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Key Concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 2 - Leisure Travelers . . . . . . . . . . . . . . . . . . . . . . . . . 19Leisure Travelers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Travel Personality Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Why People Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Demographic Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Preferred Transportation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Travel Planning and Booking Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Targeting The Traveler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Key Concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 3 - Leisure Destinations . . . . . . . . . . . . . . . . . . . . . . . 37Leisure Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Why Go There? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Vacation Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Favorite Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Top Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Matching The Client To The Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Destination Cycles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Key Concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Education Systems/LTSH/©2011 v

Chapter 4 - The Cruise Market . . . . . . . . . . . . . . . . . . . . . . . . 51The Cruise Market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52The Cruise Vacation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Benefits of Cruising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Types of Cruises . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Popular Cruise Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Cruise Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Cruise References/Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Cruise Brochures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Sell the Cruise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Key Concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Chapter 5 - Vacation Packages and Tours . . . . . . . . . . . . . . . . . 103Vacation Packages and Tours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Vacation Package/Tour Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Vacation Package/Tour Brochures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Tour References and Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Vacation Package/Tour Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Vacation Package/Tour Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Vacation Package/Tour Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Tour Associations and Regulators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Vacation Package/Types Of Tours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Sample Escorted Tour. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Sample Hosted Tour. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Sample Independent Tours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Sample Fly/Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Niche Tours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Sample Niche Tours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Vacation Package/Tour Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Vacation Package/Tour Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Brochures as Sales Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134After the Reservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Key Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

vi Education Systems/LTSH/©2011

Chapter 6 - More Leisure Products and Services . . . . . . . . . . . . . 151Leisure Products and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Group Travel Possibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Corporate Group Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Group Charters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Ecotourism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Adventure Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Adventure Travel and Ecotourism Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163In-Bound Tourism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Travel Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Key Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-1

Education Systems/LTSH/©2011 vii

Leisure Travel Sales

What is the business of a travel counselor? You may answer, “Sellingtravel.” Others may say, “Providing service to clients in meeting travelneeds.” Do you go to work to sell travel or to service clients? Which is cor-rect? In truth, both are. Until you sell something, you have no client toservice. But if you do not provide service to meet your client’s needs, youmay not sell anything. Even if you do get a sale, without good customerservice, the client will not return and repeat business is of great importanceto travel companies. A travel counselor can both sell and service clients.

The travel and tourism industry is becoming highly competitive. Clientscan go to multiple sources for travel information and booking capabilities. Clients can call an airline,tour company, car rental company or hotel to obtain information or make a reservation. These sameclients can call or visit nearly any agency in town to get the same information or reservation. Thetravel professional that is skilled at determining the client’s needs and meeting them by making a saleis the one who will get the client’s business.

Now, to complicate the process even more, the Internet has put travel information and the ability tomake reservations right into the homes of potential clients. Consumers spent $115.6 billion in 2009on U.S. travel sites, which accounted for 36% of all of spending by online consumers. But for the gen-eral population, many travelers still prefer to get their travel information and reservations fromagents, and consider service to be the most important thing about agents. Thus, your ability to bothsell and service your client effectively is becoming increasingly important.

OBJECTIVES - Upon completion of this chapter you should be able to:

n Understand the need for and importance of sales and customer service skills in theworkplace

n Ascertain your personal sales attitude

n Name and explain the four phases of the sales process

n List different and similar interpersonal skills used in telephone, face-to-face andelectronic customer contacts

n Demonstrate ability to communicate politely by telephone

n List and utilize tips for improving listening skills

n Define open and closed questions and specify the need for each

n Recognize and define “choice close” and “assumptive close”

n List effective follow-up methods and explain the importance of follow up

2 Education Systems/LTSH/©2011

Chapter 1 - Leisure Travel Sales

Key Concepts

Vacation and leisure travel accountsfor approximately 37% of the travel inNorth America. Vacations are importantto all Americans including: high-incomeindividuals, seniors, families and retiredcouples. Some reasons people travelfor pleasure are: to escape, to fulfill adream, to add interest and excitement, toadd a sense of self-discovery, to pursuespecial interests and/or to fulfill specialneeds.

Maslow’s Hierarchy of needs suggestsvacation and leisure travelers are moti-vated by the desire to satisfy needs.Travel can meet the needs for esteem,respect and self-actualization.

CLIA’s client cruiser profiles include:Ship Buffs — seniors who are highly ed-ucated, median income of $78,000,Luxury Seekers — highest income, costnot an issue, Explorers — highest edu-cation enticed by interesting destinations,Consummate Shoppers — bargainhunters that want fun, comfort, relaxation,fine dining and pampering, RestlessBoomers — are not committed to cruis-ing, want family-oriented vacations,Enthusiastic Boomers — convinced andexcited about cruising, tending to be ac-tive and spend more money.

The three psychographic types as usedby Plog Research Inc. are Venturer,Centric and Dependable.

The five traveling styles include: Ex-treme — travels on the edge,Adventuresome — seeks out unique andexotic destinations, Adaptable — canadapt to many different travel situations,Traditional — likes well-known destina-tions but avoid large groups, Familiar —avoids risks and seeks out familiar intravel.

The major demographic groups are:Age, Family Status and Income Level.You can use the knowledge of spendinghabits to target your marketing and salesefforts. Retired seniors have more timeand money for leisure travel. People with-out children spend more than familieswith children. Affluent families are poten-tial leisure travel clients.

For all types, cars are the most popularmodes of transportation in the U.S. andair travel is the mode of travel used by22% of the leisure travelers in NorthAmerica.

Successful marketing strategies con-sider demographics as well aspsychographics. When targeting the Ex-treme and Adventuresome, appeal tothe young, independent, strong, adven-turesome and educated image. Avoidcelebrity endorsements. Be selective withTV advertising. For your Traditional andFamiliar market, show the crowds, usethe celebrity endorsements, these peopleare sure that if it is popular it must beworth seeing or doing. Emphasize the fa-miliarity, easy arrangements and use TVadvertising. To target the Adaptable, youwill further segment this large populationusing demographics—especially age andincome. For the more affluent, focus onthe luxury. For the younger market, focuson the activities.

North Americans get their travel and va-cation information from: Internet,reservation centers, travel agencies, bro-chures, magazines, newspapers, autoclubs, tourism offices, etc. They thenbook through various reservation centers,travel agencies and on the Internet.

32 Education Systems/LTSH/©2011

Chapter 2 - Leisure Travelers

Key Terms

Adaptable

Adventuresome

Centrics

Computer ReservationSystem (CRS)

Consummate Shoppers

Demographic

Dependables

Enthusiastic Boomers

Explorers

Extreme

Familiar

Global Distribution System(GDS)

Luxury Seekers

Maslow’s Hierarchy

Psychographic

Plog Continuum

Restless Boomers

Ship Buffs

Traditional

Venturers

Chapter 2 - Leisure Travelers

Education Systems/LTSH/©2011 33

Study

1. Answer a few of the most frequently asked cruising questions:

a. Is cruising affordable and a good vacation value?

b. Are all ships and cruises fairly similar?

c. How do I book a cruise?

d. Do cruise lines welcome families with kids?

e. What are meal sittings?

f. Isn't motion discomfort a problem?

2. Define/Describe these types of cruises:

a. Transatlantic Cruises

b. Length of Cruise

c. River Cruises

d. Special Interest Cruises

3. Describe these popular cruise destinations, including embarkation points and ports of call:

a. Eastern Caribbean

b. Bermuda

c. Alaska

d. Mexico

Chapter 4 - The Cruise Market

Education Systems/LTSH/©2011 67

Use the Brochure

To take advantage of the brochures as a salestool you will go over the information with yourclient. You will not just hand her a brochure totake home. You will want to emphasize howthe product features meet her expectations asyou determined during the qualifying process.You will want to be certain each client under-stands all the terminology, rates, and terms andconditions. In most brochures you will gener-ally find this information:

· Form of Transportation included, if any.This can be to the destination and, at thedestination(s).

· Length of TourVarious options may be offered.

· Type of TourIndependent, Hosted, Escorted, or F.I.T.

· Tour Itinerary and possibly a map or two.

· Destination Photographs or Illustrations.

· Tour Features and Options.

· Prices - prices will be based on length oftour, hotels and optional tour features.

· Validity Dates of the offering.

· General Information/Terms and Conditions.See page 106 again regarding the importanceof this information.

Making the Reservation

Once you have determined your client’s needs,researched the various tours and recommendedthe options, you and your client would then se-lect the best choice. You are now ready to bookthe tour. The booking procedures vary depend-ing on the tour company, your company and theGDS/CRS available but the following job aidwill outline the information you need to giveand receive when making a reservation.

Chapter 5 - Vacation Packages and Tours

Education Systems/LTSH/©2011 133

TOUR RESERVATIONSJob Aid

DataNeeded

forTour

Reservations

Your Name and that of your Agency The Tour Name and IT or Tour Number

The Departure Date and Number of Days Hotel and/or Car Options including Category/Class

Number and Names of Clients, Ages of Children

Neededfrom the

Tour Operator

Reservation Number (Make Note of Date) Name of Tour Operator Agent

Verify Per Person Rate and Total RateVerify Deposit Requirements, Amount, Due Date

and Form of Payment

Verify Final Payment Requirements, Commission, DueDate and Form of Payment

Verify Cancellation Policy

Put ThisInformationin Writing

forYour Client

Itinerary, including Dates, Features, Bonuses and all Inclu-sions and Exclusions

Price, Deposit Amount and Due Date, Final Pay-ment and Due Date

Cancellation Policy, Travel InsuranceLiability Limitations of Travel Agency. The agency is

the retailer and is not liable for the problems en-countered with a vendor.

Liability Limitations of Tour Operator as found in approved tour brochure

Application

1. Your cousin Suzie phones you from Phoenix. She found out you are involved in travel. She issecretary/treasurer of the Astronomers of Phoenix, a group of seventy-five avid star gazers.They would like to view the next lunar eclipse from Lake Tahoe. It takes place a year fromnow. Help Suzie plan this trip for the Astronomers of Phoenix.

a. What component(s) are you likely to offer. Explain each in detail (not just transportation,but KINDS of transportation and from where to where.)

b. What extra value items will you include specifically for this group?

2. You are scheduled to address a group of bicycle enthusiasts in your area who are alsoenvironmentalists. They are interested in going on some sort of exotic bicycle tour.Select a bicycle tour and answer the following:

a. List several features of the tour.

b. Describe how these features will benefit or appeal to the group.

c. How does this tour fit the definition of ecotourism.

d. Sell that to the group.

170 Education Systems/LTSH/©2011

Chapter 6 - More Leisure Products and Services