Travel agency year-end summary report

The xx city xx travel agency was established in October of the same year. The real business has been more than one and a half years since April 15th of the year. With the encouragement of the leaders, we continue to learn, we pressurize ourselves, and our business is never Whenever there is, from small to large, develop a new road of tourism development.
At the beginning of the establishment of the travel agency, we established the concept of “no complaints, zero defects, and a green channel for tourism”. The starting point is high and strict. To make the tourists satisfied with the whole process and establish the xx tourism image, we need to start from the various links of room, meal, door, car and guide service. First, we have done the following work:
I. Based on the long-term, put the work into practice and make a fuss about the details.
Guarantee the high standards and strict requirements, and fundamentally make the service concept of satisfying tourists' satisfaction, "no complaints, zero defects, and creating a green channel for tourism" is not empty, it is felt by every visitor, not "tourists" It is God as a slogan, but it really allows visitors to find the feeling of being God, and then establish a brand, a tree image, and expand the influence. Looking back on the course of one and a half years, up to now, 23,247 tourists have been received, and 700 people have been organized. No complaints, no defects, no more than 500 letters of praise from tourists, and five sides of the banner, fixed customers and friendly cooperation units have been increasing, the development trend Good, and achieved both social and economic benefits.
At present, our company has 8 business people. 2 people are scheduled to adjust, 14 fixed team guides, 10 individual tour guides, detailed division of duties, all staff firmly established not to give xx travel to black, do not give xx shameful thoughts, each do their part, each of their duties At the beginning of the job, the quality guarantee is XX-5000 yuan, guaranteeing that it provides high-quality services for tourists. In order to avoid the use of convenient positions by various departments, the incidents that harm the interests of tourists are made. The tour process is responsible for each other, supervising each other and introducing competition. The mechanism encourages outreach activities, participates in more than 10 national large, medium and small tourism promotion conferences, and distributes more than XX copies of various tourism promotional materials. The benign development of the business has played a very good role in ensuring the synergy and strengthening the brand effect of the company.
two. Grasp the ideological education and regular business training.
The guide is the soul of travel. The role of the tour guide in the entire travel process cannot be underestimated. After training and assessment, establish a fixed tour guide team. From the ideologically strict business requirements, everyone realizes that their responsibility is great, and no one wants to be the first tour guide to be complained, set up a grievance award, encourage quality service models, and rewards and punishments, for example: The member receives the guest's praise letter, exempts the tour guide from all the head fees of the tour group, as a reward, so that the tour guide and the travel agency have both benefits and risks. Every year, we organize tour guides to carry out policies and regulations, and explain the training of scenic spots. During the training process, we have quoted a large number of questions from the tour guides in the peak season, and deeply analyzed the root causes of the problems. The legal principle, combined with the psychological changes of the guests at the time, analyzes the most thoughtful and effective solutions for everyone to share, so that each tour guide can learn from others in the actual combat group and serve the guests better in the future. The consolidation of the relationship with the mutual trust between the group and the community has laid a good foundation. In the process of tour guide business training, it is necessary not only to highlight the wonderful content, but also to emphasize the training of relevant knowledge of "Travel Psychology", "Marketing Marketing", "Introduction to Travel Agency Management" and "Public Relations Etiquette", as it is qualified as a qualified The tour guides, while guiding the guests for sightseeing, must also reasonably and appropriately stimulate the consumer's motivation, thus promoting the economic development of the city and stimulating the growth of green gdp in the city. For the group society, the tour guides represent the image and reception capacity of the land agency. Strengthening the tour guide's study of the "Introduction to Travel Agency Management" is to make the tour guides understand the work content of the various departments in the travel agency's operation process. The interests and interests of the associations, hotels, hotels, and group associations enable the tour guides to meet the needs of the various departments of the travel agency and to take care of the group members in the course of their work. The interests, the benefits of the company, so that their work can be carried out smoothly, fundamentally avoided the fact that the tour guide did not understand the reasons for the travel agency business, causing complaints from customers or smashing old customers for our society. Each training time is no less than 20 days, so that the knowledge acquired can be better applied to the actual work. At the same time, it also stimulates the enthusiasm of the tour guides of our society, and the development of the work in the coming year provides the ideological Guarantee. At the end of the year, excellent tour guides traveled abroad, both as a reward and as a good opportunity to learn and communicate with colleagues from different places.
three. Establish a long-term and effective cooperation mechanism to ensure unimpeded access.
The hotels and hotels that cooperated with our company have been visited by our site to listen to the opinions and suggestions of tourists and provide quality and quantity for tourists. The general manager of the travel agency and the managers of the cooperation departments often come to understand the situation. Through the organization of the “xxxx tourism association”, the agency can consolidate and strengthen the cooperation relationship with the relevant units, and summarize the work in the peak season. It can make the work in the process of outreach of various departments of our society transparent, and fundamentally eliminate the occurrence of the difference between eating and drinking, and the phenomenon of tour guides eating meals. Let visitors really feel the comfort, warmth and smoothness of the passage. The implementation of the property system, but not to the hotel, the restaurant price, do not owe the cooperation unit a penny. It has established a good image in the collaborative unit, enabling the collaborating unit to understand the xx culture and integrate into the green channel to provide visitors with green and high-quality services.
four. Dare to take responsibility, get the trust of the group and the visitors, and better carry out the tourism business.
In the process of tourism business, the most striking thing is that tourists complain about a certain part of the tourism process, "one-vote veto", never shirking responsibility, blaming each other, but dare to take responsibility, not to group The society is looking for trouble, deeply understanding the consistency of "responsibility" and "interest" between the group and the community, and building a bridge of friendship with integrity, consolidating the results of business cooperation, contacts, and rising popularity!
We have noticed that travel agency companies need to make a profit, but neglecting a certain part of the process, even eager for quick success and instant benefit, "a slap in the face" is bound to be a rock to slap on their own feet, only focusing on the results, not focusing on the process is not desirable.
Fives. Make full use of online media and actively develop e-commerce.
With the development of communication and computer technology, the continuous popularization of the Internet has made the flow of tourism information no longer limited by time and space. The relationship between the operators of tourism resources and the ultimate tourism consumers can establish a more direct relationship. .
The increase in the number of Internet users in China has laid the foundation for the popularization and extensive application of computer network information exchange. As one of the three pillars of the tourism industry, the travel agency is responsible for the combination of tourism products and direct promotion and sales to tourism consumers. At the same time, it is also responsible for the timely feedback to the tourism product supply enterprises. The intermediary status of travel agencies determines the importance of collecting information, transmitting information, and comprehensively utilizing information. The Internet has pushed travel agencies into the tide of change. The learning revolution triggered by the Internet will have a huge impact on travel agencies: on the one hand, travel agencies can easily obtain a huge amount of information from the Internet, which can strengthen the connection between travel agencies and travel suppliers and tourists. Tradition of travel agencies

The operation mode is informatized, simplified and scientific, and promotes the modernization of travel agency management; on the other hand, the Internet also brings together tourism suppliers and tourism consumers to exchange information, so that the travel agency is not allowed to be abandoned. By relying on the information provided by travel agencies, it is possible to directly conduct trading activities, and the traditional market of travel agencies will be divided by other types of competitors. Therefore, the use of the Internet has created more opportunities for the business development of travel agencies, and has greatly challenged the traditional way of operation of travel agencies. Without changing the operating mechanism, transforming service functions, and actively exploring new businesses, travel agencies will be replaced by online information services such as reservation centers and information exchange centers. Our company fully recognizes the serious challenges faced by the industry's business model. Therefore, from the beginning of this year, our company has vigorously carried out e-commerce for travel agencies, making full use of online media to promote the advantages and business philosophy of our company, and with the same network "Sina's "Tele Tour", "Self-driving Travel Alliance", "51766 Travel Platform" and other tourism marketing platforms have cooperated, and have achieved great results, accumulated valuable e-commerce experience, and got to know each other. Many friends from all over the country no longer rely entirely on Beijing transit, and initially launched “direct customer” marketing with Central China, East China, Sichuan and other places, saving liquidity and reducing operating costs.
In the internal office information reform of our company, our company introduced the “paperless office system for travel agencies”, which improved the work efficiency of various departments, and initially formed an office with automatic paperless office and traditional office as a supplement. pattern. At the same time, our company also fully cooperated with the city network company to actively carry out telephone marketing, so that tourists can easily and quickly get in touch with our agency, so that the same has achieved great results in the field of individual passenger reception.
Finally, I believe that in the new year, there are so many friends who are concerned about xx and are concerned about xx. Xx will not let every visitor disappoint, we will continue to adhere to the "no complaints, zero defects, create a green channel of xx tourism" concept, to provide the best services for the majority of tourists, to contribute their own strength to xx tourism!