MTA Training Project 111

8/4/2019 MTA Training Project 111

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North Karnataka Distributor

DECLARATION

I here by declare that this In-plant Training Report entitled “Organizational

Study at MakeMyTrip” (Sidra Tours and Travels) Gulbarga was undertaken by me for the

partial fulfillment of 6th semester, MTA Programme under the guidance and supervision of

Mr. Vinod N. Kalannavar, Faculty, Department of Master of Tourism Administration,

Sharnabasveshwar College of Arts, Gulbarga.

I have not submitted this report to any other University / Institution for the

award of any degree.

Date:

Place: Gulbarga

Nagamma S.K

Reg.No. 0998873

DEPARTMENT OF TOURISM ADMINISTRATION (MTA)1




ACKNOWLEDGEMENT

I express my sincere thanks to Mr. Farman Q Osman, General Manager, of MakeMyTrip

(Sidra World Tours and Travels) for giving me an opportunity to undergo a In-Plant Training

on “Organizational Study at MakeMyTrip” people and understanding the

whole process of booking.

I would also like to thank the faculties and the administration team of the Department of

Master of Tourism Administration (MTA), Sharnabasaveshwar College of Arts, Gulbarga.

My deepest regards to my parents who have always encouraged me in persuasion of higher

education.

DATE:

PLACE: Gulbarga

Nagamma S.K





Contents UNIT-1.

1.1Introductions

1.2 Objectives

1.3 Limitation of in-plant training

UNIT-2.

2.1 Theoratical Background

2.3 Research Design

2.4 Packages

2.5 Other services

UNIT-3. DATA ANALYSIS & INTERPRETATION

UNIT - 4

4.1 Findings

4.2 Suggestions

4.3 Conclusion





UNIT-1

1.1INTRODUCTION TO MAKE MY TRIP

Nurtured from the seed of a single great idea - to empower the traveler – Make My Trip went

on to pioneer the entire online travel industry in India. Make My Trip has revolutionized the

travel industry over the years. This is the story of Make My Trip, India’s Online Travel

Leader.

MakeMyTrip.com, India’s leading online travel company was founded in the year 2000 by

Deep Kalra. Created to empower the Indian traveler with instant booking and comprehensive

choices, the company began its journey in the US-India travel market. It aimed to offer a

range of best-value products and services along with cutting-edge technology and dedicated

round-the-clock customer support.

After consolidating its position in the market as a brand recognized for its reliability and

transparency, Make My Trip followed its success in the US by launching its India operations

in 2005.

With the foresight to seize the opportunities in the domestic travel market, brought on by a

slew of new airlines, Make My Trip offered travelers the convenience of online travel

bookings at rock-bottom prices. Rapidly, Make My Trip became the preferred choice of

millions of travelers who were delighted to be empowered by a few mouse clicks!

Make My Trip’s rise has been lead by the vision and the spirit of each one of its employees,

for whom no idea was too big and no problem too difficult. With Untiring innovation and

determination, Make My Trip proactively began to diversify its product offering, adding a

variety of online and offline products and services. Make My Trip also stayed ahead of the





curve by continually evolving its technology tomeet the ever changing demands of the rapidly developing global travel market.

Steadily establishing itself across India and the world, Make My Trip simultaneously

nurtured the growth of its offline businesses like its franchises and affiliates simultaneously,

augmenting the brand’s already strong retail presence further.

Today, Make My Trip is much more than just a travel portal or a famous pioneering brand -

it is a one-stop-travel-shop that offers the broadest selection of travel products and services in

India. Make My Trip is the undisputed online leader, with its share of the travel market

extending to more than 50% of all online sales, a fact evinced by the trust placed in it by

millions of happy customers.

Remaining reliable, efficient and at the forefront of technology, Make My Trip’s

commitment and customer-centricity allows it to better understand and provide for its

customers’ diverse needs and wants, and deliver consistently. With dedicated 24x7 customer

support and offices in 20 cities across India and 2 international offices in New York and San

Francisco (in addition to several franchise locations), Make My Trip is there for you,

whenever and wherever.

Make My Trip’s Products

International and Domestic Air Tickets, Holiday Packages and Hotels

Domestic Bus and Rail Tickets

Private Car and Taxi Rentals

MICE (Meetings, Incentives, Conferences & Exhibitions





1.2OBJECTIVES

• To know the Organizational Structure of MakeMyTrip.

• To know the Role, Responsibilities of respective employees.

• To know the relationship of MakeMyTrip with other organization.

• To know Company Profile of MakeMyTrip.

• To know the Employee rotation of MakeMyTrip





1.3 Limitation of in-plant training • As we all know that tourism industry is a vast industry and the daily change in the

activities of the tourism industry occurs. As we got less time span of one month to

learn all those activities and affairs of the tourism industry it is highly impossible to

cover all the information in depth so time duration is the limitation of our internship

training.





CHAPTER – 2

2.1 THEORATICAL BACKGROUND

Tourism is travel for recreational, leisure or business purposes. The World Tourism

Organization defines tourists as people who "travel to and stay in places outside their usual

environment for more than twenty-four (24) hours and not more than one consecutive year

for leisure, business and other purposes not related to the exercise of an activity remunerated

from within the place visited."

Definitions of Travel Agency and Tour Operator:

A travel agency: Is a retail business that sells travel related products and services to

customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways,

sightseeing tours and package holidays that combine several products. In addition to dealing

with ordinary tourists most travel agencies have a separate department devoted to making

travel arrangements for business travelers and some travel agencies specialize in commercial

and business travel only. There are also travel agencies that serve as general sales agents for

foreign travel companies, allowing them to have offices in countries other than where their

headquarters are located.

Tour operator: Typically combines tour and travel components to create a holiday. The

most common example of a tour operator's product would be a flight on a charter airline plusa transfer from the airport to a hotel and the Services of a local representative, all for one

price. Niche tour operators may specialize in destinations, e.g. Italy, activities and

experiences, e.g. skiing, or a combination thereof. The original raison of tour operating was

the difficulty of making arrangements in far-flung places, with problems of language,


http://en.wikipedia.org/wiki/Travel

http://en.wikipedia.org/wiki/Recreation

http://en.wikipedia.org/wiki/Leisure

http://en.wikipedia.org/wiki/Business

http://en.wikipedia.org/wiki/World_Tourism_Organization


http://en.wikipedia.org/wiki/Retailing



http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Service_(economics)

http://en.wikipedia.org/wiki/Customer

http://en.wikipedia.org/wiki/Supply_chain

http://en.wikipedia.org/wiki/Airline

http://en.wikipedia.org/wiki/Car_rental

http://en.wikipedia.org/wiki/Cruise_line

http://en.wikipedia.org/wiki/Hotel

http://en.wikipedia.org/wiki/Rail_transport

http://en.wikipedia.org/wiki/Tourism

http://en.wikipedia.org/wiki/Package_holiday


http://en.wikipedia.org/wiki/General_Sales_Agent

http://en.wikipedia.org/wiki/Office

http://en.wikipedia.org/wiki/Country

http://en.wikipedia.org/wiki/Headquarters


http://en.wikipedia.org/wiki/Holiday

http://en.wikipedia.org/wiki/Flight


http://en.wikipedia.org/wiki/Charter_airline


http://en.wikipedia.org/wiki/Airport



http://en.wikipedia.org/wiki/Italy

http://en.wikipedia.org/wiki/Skiing


http://en.wikipedia.org/wiki/Language

http://en.wikipedia.org/wiki/Recreation

http://en.wikipedia.org/wiki/Leisure




http://en.wikipedia.org/wiki/Retailing



http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Service_(economics)

http://en.wikipedia.org/wiki/Customer

http://en.wikipedia.org/wiki/Supply_chain

http://en.wikipedia.org/wiki/Airline

http://en.wikipedia.org/wiki/Car_rental

http://en.wikipedia.org/wiki/Cruise_line


http://en.wikipedia.org/wiki/Rail_transport


http://en.wikipedia.org/wiki/Package_holiday


http://en.wikipedia.org/wiki/General_Sales_Agent

http://en.wikipedia.org/wiki/Office

http://en.wikipedia.org/wiki/Country


http://en.wikipedia.org/wiki/Holiday



http://en.wikipedia.org/wiki/Airport


http://en.wikipedia.org/wiki/Italy


http://en.wikipedia.org/wiki/Language





currency and communication. The advent of the internet has led to a rapid increase in self- packaging of holidays. However, tour operators still have their competence in arranging tours

for those who do not have time to do DIY holidays, and specialize in large group events and

meetings such as conferences or seminars. Also, tour operators still exercise contracting

power with suppliers (airlines, hotels, other land arrangements, cruises, etc.) and influence

over other entities (tourism boards and other government authorities) in order to create

packages and special departures for destinations otherwise difficult and expensive to visit.

A visa is a document showing that a person is authorized to enter the territory for which it

was issued, subject to permission of an immigration official at the time of actual entry. The

authorization may be a document, but more commonly it is a stamp endorsed in the

applicant's passport. Some countries do not

A passport is a document, issued by a national government, which certifies, for the

purpose of international travel, the identity and nationality of its holder. The elements of

identity are name, date of birth, sex, and place of birth. Most often, nationality and

citizenship are congruent.

A passport does not of itself entitle the passport holder entry into another country, nor to

consular protection while abroad or any other privileges. It does, however, normally entitle

the passport holder to return to the country that issued the passport. Rights to consular

protection arise from international agreements, and the right to return arises from the laws of

the issuing country. A passport does not represent the right or the place of residence of the

passport holder in the country that issued the passport.


http://en.wikipedia.org/wiki/Currency

http://en.wikipedia.org/wiki/Internet

http://en.wikipedia.org/wiki/Do_it_yourself

http://en.wikipedia.org/wiki/Passport

http://en.wikipedia.org/wiki/Government


http://en.wikipedia.org/wiki/Consular_assistance

http://en.wikipedia.org/wiki/Currency

http://en.wikipedia.org/wiki/Internet

http://en.wikipedia.org/wiki/Do_it_yourself

http://en.wikipedia.org/wiki/Passport


http://en.wikipedia.org/wiki/Consular_assistance




NEED OF IN-PLANT TRAINING

Tourism has become so important and competitive aspect in much country. Now a

day’s tourism much developed and it provide large number of job opportunities when

compare to other industry. After completion of course (M.T.A) students are an important

asset to the tourism industry. To become an efficient and effective employee in a tourism

industry the candidate should have a intellectual of knowledge to compete with other

organization. Because now a days in tourism field we found much competition. A good

knowledge, communication skill, capacity to attract customer and other dynamic skill are

needed for the tourism professional. So to develop all these skills and to understand the

present scenario of tourism industry I need internship training along with duration of my

course.

In the Internship training I will be getting practical knowledge about tourism

organization, functions of travel agency, customer behavior and how to develop marketing

strategy for tourist product. In the training period I will also able to get a good impression by

the organization, for my hard work, knowledge and faith. This good impression helps me to

get a good job in the same organization after completion of this course.





Company profileSidra World Tours &Travels (North Karnataka Distributor ) Make My Trip India

Ltd - Gulbarga

• Location: Gulbarga, Karnataka, India

• Contact Person: Mr. Farman Q Osman

• Phone: +919739227386 / 08472-232000

The SWT is founded on 07th Nov 2010 by Mr. Farman Q Osman with his past 14years of vast experience in travel industry in India & Abroad. Sidra World Tours & Travels (SWT) is

a “North Karnataka Distributor and Sales Agent” for Make My Trip India Ltd.

www.makemytrip.com is an India’s No.1 online travel company. The SWT operates travels

services, International & Domestic Air ticketing, International & Domestic Holiday

Packages, MICE Tours, World-wide Hotel Reservation, Rail Tickets, Bus Tickets,

Foreign Exchange, Car rental, Cruises booking, VISA Services, Passport Services,

supplying its products and services from a large network of his associate’s office around the

world. SWT which serve both domestic and international needs of travelers, our motivation

is for customer safe & enjoyable destination.

Values

The core values of Sidra World Tours & Travels (SWT) are communication, motivation,

satisfaction and partnership. Whether you are an individual or a seasoned business

traveler, we offer the same level of service. Our office not only arranges your travel plans,

we take a proactive approach to solve problems by making the right decisions for you andyour company. We recognize that your time is important. As your travel partner, we take

care of our business so you have an easier time taking care of yours.


http://www.olx.in/

http://www.olx.in/

http://karnataka.olx.in/

http://www.olx.in/q/services/c-207

http://gulbarga.olx.in/tickets-cat-402

http://www.olx.in/

http://karnataka.olx.in/






Aims and objectives of company

To provide complete satisfaction of every traveler that calls on Sidra World Tours & Travels

(SWT), they recognized that good service is more than competitive pricing; Being tie-up with

Makemytrip.com always known for Cheap fare is Guaranteed and competitive in market

it's a near-obsessive attention to detail that transforms a good experience into an exceptional

one. They don't want to sell you a travel package; they want to understand your needs, so

they can custom design a travel solution that meets your specific requirements. They look atyour opportunities and challenges and design a solution customized to fit you. Each booking

request is taken personally & professionally with immediate response as soon as possible

with your needs & confirmation.





Unit 3

RESEARCH Design

With evolution to study information was social from following sources.

A) Primary Source

B) Secondary Source

A) Primary Source:- The Primary data was collected during in-plant training and from the

personnel of the organization.

B) Secondary Source:- The data was collected from several Magazines, Newspaper

brochures, website etc.





2.4 Packages

Hotel Bookings/Packages

We do hotel bookings as well as the packages trough our online agent & international

associates in all major tourist destinations in India and abroad.

Honeymoon Package

we make tailor made travel packages/itineraries for honeymooners as per their individual

requirement for both international travel and domestic destination. The perfect destination for honeymoon are Malaysia, Switzerland, Newzealand, Australia, Europe, UK, America and

Singapore, Cruises, Mauritius, etc. outside India and in India, we choose Manali, Simla, Goa,

Kodaikonal, Portblair, Kerala, Karnataka etc.

Educational Packages

We do arrange educational package for worldwide with reputed & the world's largest

privately-owned education organization. Specialize in all language and management course.

Holiday or T our Package

A package holiday or package tour consists of transport and accommodation advertised and

sold together by a vendor known as a tour operator . Other services may be provided like

a rental car , activities or outings during the holiday. Transport can be via charter airline to a

foreign country. Package holidays are a form of product bundling.

Package holidays are organized by a tour operator and sold to a consumer by a travel agent.

Some travel agents are employees of tour operators, others are independent.


http://goa.olx.in/

http://goa.olx.in/

http://kerala.olx.in/

http://en.wikipedia.org/wiki/Transport

http://en.wikipedia.org/wiki/Lodging

http://en.wikipedia.org/wiki/Tour_operator

http://en.wikipedia.org/wiki/Rental_car


http://en.wikipedia.org/wiki/Product_bundling


http://en.wikipedia.org/wiki/Travel_agent

http://goa.olx.in/

http://kerala.olx.in/

http://en.wikipedia.org/wiki/Transport

http://en.wikipedia.org/wiki/Lodging


http://en.wikipedia.org/wiki/Rental_car


http://en.wikipedia.org/wiki/Product_bundling


http://en.wikipedia.org/wiki/Travel_agent




2.5 Other product or services

The Sidra World Tours & Travels (SWT) offers a one stop travel shop with the complete

range of travel related products & services as follows:

International & Domestic Airlines

Reservation & Ticketing

Passport Services

International & Domestic Holiday Packages Foreign Exchange

(FIT) Foreign Independent Tour (GIT)

Group Tour

MICE Outbound & Inbound Tours Cruises booking

World-wide Hotel Reservation Travel Insurance

Visa Services Bus Tickets

Rail Tickets Car Retail

B2B / Affiliates Program for Travel Agents Business / Corporate Travel service

Services

Airlines Ticketing

we do all International and Domestic reservation & ticketing; we give instant confirmation of

seats through our online reservation with best & competitive available fares in market.

Hotel Bookings/Packages

We do hotel bookings as well as the packages trough our online agent & international

associates in all major tourist destinations in India and abroad.


http://partners.makemytrip.com/partners.makemytrip.com






Inbound Domestic & Outbound International Tours and Travelwe arrange all inbound tours / outbound tours for individual (FIT) and (GIT) group travelers

with tailor made itineraries.

Visa Services

we arrange all type of Visa’s for our passengers taking ticket from us. Also we assist the

passengers (if require to apply visa personally). We take nominal service charge for the same.

Passport

we apply passports in Normal scheme application on behalf of our clients.

Foreign Exchange

We are full fledge money changers deals in all type of foreign currency & travelers cheques

for the passenger's under the basic travel quota or business quota.

Rail & Bus Tickets

We are online with Indian Railway Tickets & Rail Tour Packages trough out India, and

Online Bus Tickets Booking from any point of India.

Car Rental

We arrange car renting facilities for local Day-wise Engage in Gulbarga with competitive

tariff and out from Gulbarga to any other cities.


http://www.olx.in/q/facilities/c-207

http://www.olx.in/q/facilities/c-207




Travel Insurance

Travel Insurance is a very important document which has to be done for all your travel time,

for this we are tie-up with Banks & Insurance companies to provide you the best offer and

coverage’s and returns.

Partnership Benefits:

MakeMyTrip.com in a span of ten years has garnered a wealth of experience and respect in

the travel industry, and this success is in no small part due to the diligence and efforts of our

partners. These are just some of the benefits our partners receive when they join hands with

MakeMyTrip.com:

• Association with the BIGGEST online travel brand in India

• Assistance from a team of technology and business experts dedicated to the needs of

the travel industry

• Best commissions on domestic flights as well as hotels

• Single platform for all GDS and Low Cost Carriers

• Instant invoicing of hotels and airline bookings

• Access to a user-friendly online travel portal

• Real-time booking of 3000 hotels across India

• Access to over 50000 hotels across the globe

• Online branch network management facility





Products:

• Holidays

• Air Tickets

• Hotel Reservations

• MICE

• Bus Tickets

• Train Tickets

All operations of MakeMyTrip.com are supported by 24x7 customer care support. You can

call our Toll Free number 1860-500-8747 for travel assistance. For North Karnataka you can

call Mr. Farman Q Osman 91 9739 227386, 91 8472 232000.

So, sign up now, and get the innumerable benefits of joining hands with the strongest travel

brand in India!





UNIT-4. DATA ANALYSIS & INTERPRETATION

Table No. 4.1 Table showing No. of respondent and percentage of respondent of

different age groups

AgeNo.of respondent

Percentage

18-25 1 5.00%

26-35 9 45%

36-45 7 35%46 &above 3 15.00%

Total 20 100%

Chart No. 4.1 Chart showing No. of respondent and percentage of respondent of

different age groups

The chart no.3.1 shows that 45% of tourist who purchases service from the agency belongs to

26-35 year, 35% tourist’s belongs to the 36-45 age group, 15% of tourist’s belongs to 46 &

above & 5% of the tourist belongs to the 18-25 age groups





3.2

Awareness

No.of respondent

Percentage

Internet 5 25.00%

news paper 3 10%

Freinds&relatives 7 35%

Others 6 30.00%

Total 20 100%

The chart no. 3.2 shows that the 35% of people came to know about this agency from their

friends and relatives, the 30% are aware because of others and 25% people got awareness

from internet, where as 10% are through news paper.





3.3Level Of Satisfaction

No.of respondent

Percentage

Excellent 3 15.00%

Good 14 70%

Average 3 15%

Poor 0 0.00%

Total 20 100%

Chart no.3.3 shows that 70% of tourists rate their satisfaction level as good, 15% tourists

excellently satisfied but whereas remaining 15% are graded it as average.





3.4

travelingpeople

No.of respondent

Percentage

group 8 40.00%

individual 12 60%

Total 20 100%

The chart no.3.4 shows that the 60% of tourist are willing to travel individually but the

remaining 40% people travel in groups.





3.5

types of tours

No.of respondent

Percentage

heritagetour 8 40.00%

pilgrimagetour 9 45.00%

adventuretour 2 10.00%

business

tour 1 5.00% Total 20 100%





DEPARTMENT OF TOURISM ADMINISTRATION (MTA)

e chart no. 3.5 shows the 40% of tourist prefer heritage tours,

% prefer pilgrimage tour, 10% of tourists follow the adventure

rs but only 5% of tourist travel for the business purpose.

6

cility

No.of

responde

nt

Percenta

ge

xcelle

1 5.00%

ood 17 85.00%

verag

2 10%

oor 0 0%

otal 20 100%24




The chart no. 3.6 shows that 85% of tourists grade the facility as good, 10% are averagely

satisfied by the facilities and 5% tourist grade their service as excellent.

3.7

category of hotel

No.of responde

nt Percentage7star 0 0.00%

5star 3 15.00%

3star 5 25.00%

normal 12 60%

Total 20 100%





The chart no. 3.7 shows that 60% of tourists prefer Normal category of hotel, 25% prefer

3star hotels and 15% tourists prefer 5star hotels in this travel agency.

3.8

within

India

No.of

respondent

Percenta

geyes 17 85.00%

no 3 15.00%

Total 20 100%





The chart no. 3.8 shows that 85% of tourists are willing to travel within India through thistravel agency & only 15% tourists willing to travel out of India i,e, abroad.

3.9

Traveling inIndia

No.of respondent

Percentage

withinKarnataka 7 35.00%

north India 4 20.00%

south India 5 25.00%other 4 20.00%

Total 20 100%





The chart no. 3.9 shows that the 35% tourists are willing to travel within Karnataka, the 25%tourists wanted travel South India, whereas 20% torists are willing to travel North India but

the remaining tourists are willing to travel towareds the other parts of India.

3.10

DEPARTMENT OF TOURISM ADMINISTRATION (MTA)

travelingin aboard

No.of respondent Percentage

Europe 6 30.00%

NorthAmerica 5 25.00%

Asia 5 25.00%

Other 4 20.00%

Total 20 100%

28




The chart no. 3.10 shows that 30% tourists will be travelling towards Europe, 25% North

America, 25% tourists travel towards Asia, whereas remaining 20% tourists will travel

towards other places in abroad.

4. SUMMARY & CONCLUSION

4.1 FINDINGS

• Providing the services to the customer in faster and in accurate way.

•Lack of professional staff.

• Lack of communication skill.

• Lack of awareness in local people.

• Sidra World Travel & Tours (SWT) is not a software based company.





•

Lack of practicality in the training.• The Sidra World Tours & Travels (SWT) offers a one stop travel shop with the

complete range of travel related products & services.

4.2 SUGGESTION

• Appoint professional staff.

• Create awareness in local people.

• Do promotional activities to attract the customer.

• Improve the package quality.

• Improve the information center with sufficient staff.





•

Guide and train the staff for proper co-ordination.

4.3 CONCLUSION

The travel agency and tour operator played an important role to develop tourismindustry and this industry as one of the largest industry.

The success of these travel agencies and tour operation is almost entirely depends on

quality of staff and management technique will determine the survival and growth of the travel

agency. The travel agencies made such a path that the each traveler is trying to travel around





world without any fear, hesitation and these agency made their work easier by providing all thenecessary requirement for international travelers.

I needed to refresh and expand my knowledge in several issues concerning with

travels services, International & Domestic Air ticketing, International & Domestic Holiday

Packages, MICE Tours, World-wide Hotel Reservation, Rail Tickets, Bus Tickets, Foreign

Exchange, Car rental, Cruises booking, VISA Services, Passport Services, over a somehow

protected period where I could learn to value my new working environment, and finally earned

the confidence to deal with customer myself. It is through them that I did enjoy my work

everyday.

Anyway, my internship taught me a lot of things and I also got to meet a lot of knowledge

people. Somehow, I feel really lucky that I always get to work under Sidra World Tours

&Travels (North Karnataka Distributor ) Make My Trip India Ltd – Gulbarga

BIBILOGRAPHY

http://www.sidraworldtravels.com/

http://gulbarga.olx.in/make-my-trip-india-ltd-north-karnataka-distributor-sidra-world-travel-

tours-gulbarga-iid-139407027

http://www.makemytrip.com/bus-tickets/hyderabad-gulbarga-booking.html





http://gulbarga.olx.in/make-my-trip-india-ltd-north-karnataka-distributor-sidra-world-travel-tours-gulbarga-iid-139407027
















Annexure

Branch Manager

Documents

MTA Training Project 111