What are the requirements for tourism planning and what does he mainly do? Thank you very much

Overview of travel agency dispatch business

The procurement management of travel agencies is completed through traditional dispatch business.

First, the development of travel agency business.

The dispatch business of travel agencies can be divided into broad sense and narrow sense. Broadly speaking, the dispatch business of travel agencies is to establish a broad cooperation network with travel service providers on behalf of travel agencies, sign purchase agreements, ensure the provision of various services purchased by tourists, and coordinate related plan changes and emergencies; Do a good job in internal liaison and statistics, and provide information services for travel agency business decision-making and plan management. In a narrow sense, dispatch business mainly refers to the travel service procurement carried out by travel agencies to implement their travel plans and provide information services for travel agencies' business decisions.

1, logistics dispatching business. In the early 1950s in China, the travel agency was a "unified management organization for foreign guests' diet, accommodation and transportation", which was responsible for the reception of foreign guests by government departments. To this end, the dispatch business at that time was mainly for foreign guests to book rooms, cars, meals, tickets (planes, cars, boats, documents) and some entrusted agency services. Dispatching business is generally completed by the logistics staff of the reception department, which is usually called logistics work and is an indirect dispatching work.

2. Independent scheduling service. In the late 1970s and early 1980s, with the increasing reception business of travel agencies in China and the gradual expansion of the scale of travel agencies, a special planning and dispatching department was established, which made the planning and dispatching business independent from the logistics work of the reception department. The planning and dispatching business provides logistics services for various departments of travel agencies internally, establishes fixed cooperative relations with cooperative units externally, and signs contracts with them on behalf of travel agencies. In addition, the planning and dispatching department is also the information center of travel agencies, which collates, counts and transmits a lot of information from inside and outside every day.

3. Functional transformation of business. At the end of 1980s and the beginning of 1990s, travel agencies began to establish and improve the plan management, and the plan adjustment changed from providing logistics services for the reception business to providing information and making plans for the business decision-making and plan management of all travel agencies, and making feasibility analysis, and being responsible for the specific implementation of plan management, quality management and business management in travel agency management. With the change of dispatching function, its responsibilities can be undertaken by two departments (dispatching department and enterprise management department) or by one department (dispatching department).

4. The purchasing department operates the link according to the business. At the end of 1990s, people began to find that there were many disadvantages in the original organization of travel agencies, so some travel agencies began to take measures, such as outreach, planning, reception, etc., and similar phenomena appeared in other departments. The emergence of this situation has prompted the traditional department setting of travel agencies to change. Most travel agencies no longer set up special planning and scheduling departments but set up purchasing departments. At present, the planning and dispatching department and the purchasing department are institutions with the same functions, which are mainly responsible for unified supervision and unified price negotiation in order to win bulk discounts, and accordingly restrict the behavior of outreach and tour guides. In addition, many large and medium-sized travel agencies have set up ticketing departments, which can not only ensure the team to sell tickets, but also expand the scope of services.

Second, the characteristics and functions of dispatching service

1, characteristics of dispatching service

(1), concreteness. Whether it is to collect the local reception situation and forecast it to other travel agencies, or to accept the business reception quotation of package travel agencies and prepare reception plans, it is a very specific transactional work, and it is always necessary to solve and deal with specific work such as purchasing, liaison and arranging reception plans.

(2) complexity. First of all, the dispatch business is complex, involving procurement, reception, ticketing, transportation, arranging accommodation for tourists, etc. Secondly, the procedures of dispatching business are complicated, from receiving the report from the tour agency to the settlement after the reception of the tour group, all of which are related to dispatching personnel; Thirdly, the dispatching business involves complex relationships, and the dispatching personnel have business contacts with almost all tourist reception departments, and coordinating these relationships runs through the whole process of dispatching business.

(3) variability. The variability of dispatch business is determined by the variability of the number of tour groups and travel plans. Once the number of tour groups changes, it will affect almost all the work of the dispatcher, which can be described as "taking the lead and moving the whole body." In addition, the domestic traffic and accommodation conditions can not be guaranteed to be normal, which also brings a lot of uncertainty to the dispatching work.

2. The role of dispatching business.

(1), planning work. The planning department is the planning department of the travel agency's reception task. When attracting tourists, the dispatching department is the first stop for receiving tour groups. According to the quotation sent by the tour agency, the planner collects and analyzes all kinds of information of the tour group, and makes a scientific reception plan according to the number of tourists in a certain period of time, the people, money and materials needed, and how to receive them, and issues it to the reception department to do a good job in reception.

(2) liaison work. The planning and dispatching department is the liaison station of local tourism enterprises. When the package agency makes an offer, the planning and dispatching department will book local accommodation and transportation, and coordinate the original loose tourism enterprises and other departments to operate around the tour group, thus forming a comprehensive reception capacity. It can also be said that without the dispatch department, there would be no overall service of tour groups, and local tourism enterprises would not form a consortium that embodies comprehensive reception capacity. At the same time, the dispatching department is also the contact station of the tour group during the whole trip. We should ensure the connection between the stops of the tour group in the itinerary to avoid delays and disconnections. In this sense, the dispatching department is the hub of tourist routes.

(3), employee work. The planning and dispatching department is the staff department of the decision-making level of travel agencies to do a good job in planning management. In order to make a plan, the decision-makers of travel agencies must have comprehensive and scientific statistical data, most of which come from the planning and dispatching department. The Planning and Dispatching Department not only holds all the information of tourists received by travel agencies, but also holds the communication information with other tourism enterprises. The analysis and statistical results of these data are the basis for the decision-making level of travel agencies to plan and manage.

(4) settlement work. The economic settlement between travel agencies and hotels, restaurants, transportation departments and other reception units is completed through reception plans and contracts, and these reception plans often make mistakes due to the negligence of tour guides or others, or change due to the influence of traffic, climate and other factors, which brings trouble to financial settlement. In this case, the original information of the tour group of the planning and dispatching department becomes the voucher for the financial settlement of the team.

Third, the responsibilities and quality requirements of the dispatched personnel

1, the responsibilities of the dispatcher

(1) information administrator.

Specific responsibilities of the information officer:

① Collect and sort out all kinds of information of tourism industry;

② Distribute the compiled data to relevant departments and file them for use;

(3) Provide the necessary information and data analysis report for the decision-making level of travel agencies;

④ Collect the feedback information of tour groups and make a list.

(2) Statisticians.

Specific duties of statisticians:

(a) statistics of the whole society tourism business monthly and quarterly, the preparation of the number of tourists monthly and quarterly;

(two) to undertake and issue the reception plan for tour groups to the relevant departments and personnel;

(three) to undertake and arrange the reception plans of travel agencies all over the country;

(four) to provide business statistics and analysis reports on the flow, housing and transportation of tour groups (travelers) to the decision-making departments and financial departments of travel agencies;

⑤ Prepare the annual business plan of the whole society.

(3) Liaison on duty.

The specific responsibilities of the liaison officer on duty:

(1) Keep the day and night duty records and telephone records, and correctly communicate and deliver them;

(2) Be familiar with the reception plan of the whole agency, and indicate the number, number, service level, reservation, arrival and departure date, next stop city, class or train number of the reception group on the registration form in time;

(3) Grasp the cancellation and change of tour groups, and timely notify relevant personnel to adjust and receive them.

(4) Booking salesman.

Specific responsibilities of the sales staff in the reservation department:

(1) Negotiate the room rate with the hotel and sign an agreement;

② Booking houses for tourists and tour guides according to the reception plan;

(3) Be responsible for the change or cancellation of the reservation;

(four) the production of travel agency housing flow table and its individual statistics;

⑤ Cooperate with the Finance Department to do a good job of financial accounting for the use of rooms by tour groups (tourists).

(5) back office salesman.

Specific responsibilities of the backstage sales staff:

① Negotiate with restaurants and motorcades and sign agreements;

(2) According to the reception plan, book and use the car for the tour group, and do a good job of changing or canceling the visa;

③ Responsible for arranging banquets, cold meals and large-scale receptions;

(4) Book tickets for cultural programs for tour groups, and be responsible for the implementation of special performances.

⑤ Responsible for arranging visits, visits and meetings with special requirements.

2, the quality requirements of personnel.

(1) Love your job and be dedicated.

Have a high sense of responsibility, rigorous and meticulous work style, serious and responsible work attitude.

(2) Familiar with business

Seriously study business, be familiar with all aspects of basic business knowledge, have a strong sense of information and competition, master the latest information, and constantly improve business level.

(3) Strong public relations skills.

In cooperation with relevant departments and units, we should be good at communication, have good interpersonal relationships and strong communication skills, make friends widely, be modest and prudent, and pay attention to maintaining the reputation of this travel agency.

(4) Team spirit

Unite and cooperate, take the overall situation into consideration, and work closely with relevant departments of travel agencies to ensure smooth information and accurate business connection.

(5) Abide by the law

We must strictly abide by the provisions of the financial system and cooperative units, consciously safeguard the interests of the state and the collective, and must not seek personal gain.

Four, business process planning and debugging

The dispatcher of the travel agency carries out the reception plan of each tour group item by item. At present, there are two commonly used operation methods: assembly line method and special person in charge method.

1, flow method. That is, there are several salesmen, each of whom is responsible for a job. The flow line is: reception plan (signed by salesman A)-booking a car and booking a boat ticket (responsible by salesman B)+booking a room (responsible by salesman C)-local transportation (responsible by salesman D)-arranging sightseeing activities (responsible by salesman E)-ordering cultural programs (responsible by salesman F) and always giving the reception department a notice of taking over the delegation (responsible by salesman G).

Travel agencies with large reception often adopt this mode of operation. It is not easy to make mistakes, even if a link makes mistakes, it is easy to be found.

2, the person in charge of the law. It is to divide the travel agencies (customers) related to our agency into several pieces, and each salesman is responsible for one piece. From the reception plan sent by the customer to the reception notice received by our agency, a salesman is responsible for the end. This is also an effective operation method.

Job description of travel agency planning and adjustment

1, familiar with the common business expenses purchased by the planning and dispatching department.

A: Tickets and preferential prices for various scenic spots.

B: the listing price of each hotel and the team quotation of Dan Wang Pingji, the price of accompanying beds and the number of group rooms.

C: Discounted prices of meals in various restaurants.

D: Unit price of each bus: RMB/km and the number of kilometers of the line.

And the all-inclusive price of the special line (Henan car)

Parking charges for all kinds of vehicles and lines

E: air ticket discount

When you answer the phone, you must be polite and tactful. When you receive a call, you must say: Hello, * * (travel company)

3. When answering the phone, the sound quality must be sweet, the speech speed is moderate, and the language is euphemistic and smooth, so that customers feel at ease and comfortable.

4. When answering the business consultation call, be sure to remember the name, business contact, fax number, telephone number and line requirements of the other travel agency (number of people, scenic spots, accommodation standards, car use, return trip and approximate departure time). If you have a mobile phone, you'd better leave the direct contact information of the other party.

Be sure to quote quickly and accurately, and fax the quotation to the other party within 5 minutes.

6. The fax has been sent to the other party. Five minutes later, I called to ask if the other party had received the fax and asked if the fax received by the other party met the requirements.

7. If the fax is accurate, communicate with the business personnel of the other party about the team, understand the approximate departure date and number of people in the team, and be aware of it. By communicating with the other party, try to set the price as early as possible.

8. If the team decides early, it should be confirmed by the other party's seal, and the checkout method should be agreed with the other party and clearly indicated on the fax confirmation.

9. If the team does not make a decision in time, it is necessary to follow the order in time, and indicate the situation of each follow-up on it, so as to be aware of it.

10. After the team is confirmed, please indicate the situation that needs attention on the fax, as well as the gender, personality and specialty of the required tour guide.

1 1. Forward the team to the operation dispatcher in time, so that the dispatcher can operate early and arrange early.

12. Collect the travel expenses in time according to the conditions agreed by fax.

13. During the group tour, you should contact more tour guides to understand the progress of the team, and everything should be handled locally.

14. After the team returns to the destination, they should call the service tracking phone in time to satisfy the group and know what to pay attention to in future operations, and forward their opinions to the business operation plan in time.

15. After the operation of the team, organize and file the information of business contacts, and call to say hello at a special time. Within three days after the end of the team (including the day of leaving the group), the settlement form must be faxed to the group travel agency and confirmed by the other party.

The main functions of dispatchers in the dispatching department of travel agencies.

The main functions of the dispatching department generally include:

1. The Planning and Dispatching Department is responsible for the planning, coordination and deployment of travel agencies' tourism work, and its work functions lie in multiple functions such as internal reception, arrangement of tour groups, external planning, coordination and delegation.

Third, the planning department should formulate, modify and improve the itinerary and specific arrangements of the company's regular routes, and formulate tourist routes and quotations that meet the requirements of guests in time.

Six, the planning department is responsible for explaining and arranging the work plan when arranging the company's accompanying personnel to go out with the group every time. All aspects of the escort team should be informed in detail, as well as possible problems in the process of accompanying people to prevent mistakes.

Eight, the planning department should strengthen contact with outreach personnel, timely understand, master and analyze the feedback information, and then digest, absorb and implement it.

Nine, scheduling department should be in accordance with the provisions, organize the filing of company group team data.

X dispatch department: responsible for the company's tourism e-commerce, network construction and management.

Measures of excellent staff of travel agencies.

What does a good plan look like?

I think there are three key factors to evaluate a good dispatcher: being careful/responsible for guarding posts/accumulating innovation;

The first point is the most basic requirement for dispatching personnel. As a dispatcher, they must be careful, because the arrangement of a team involves many aspects. If there is a problem in each link, it may affect the quality of the whole team, so the basic quality of dispatching personnel is careful and meticulous;

The second point is a necessary requirement for a qualified dispatcher. Whether a team is smooth or not depends largely on the plan of the whole team, that is, the work of the dispatcher. Then the key factor to determine the quality of work is the dispatcher's working attitude. Whether he or she is responsible or not determines the quality of the whole team and the reputation of a travel agency.

The third point is the higher requirements for dispatching personnel, because the current market is a rapidly changing market. Whether an excellent dispatcher can understand the more forward-looking market while accumulating experience and information, innovate in his work and stay ahead of others is the proper performance of an excellent dispatcher.

I don't agree to combine the evaluation standard of excellent dispatcher with his or her ground connection performance, because it will cause some economic problems and not be of great benefit to the company.

On the Quality of Personnel Dispatched by Travel Agencies (Continued)

In the operation and management of travel agencies, the sales department, the planning and dispatching department and the reception department constitute the three major parts of the specific operation of travel agencies, and together with the logistics departments such as finance and personnel, constitute the entire operation system of travel agencies. Among them, the dispatching department plays the role of contacting all parties. Planning and scheduling is planning and scheduling, and its operation is usually as follows: after the planning and scheduling personnel take over the tasks from the sales department or sales staff, they begin to operate, such as car allocation, itinerary arrangement, hotel implementation, ticket reservation, scenic spot confirmation, etc. And then hand it over to the reception department for execution. Through the effective operation of the planning and dispatching department, each department forms a complete and interactive management system.

Many laymen and even some managers of travel agencies have a misunderstanding that most of the complaints about the service quality of travel agencies are caused by the quality and service attitude of employees. However, according to the analysis of relevant data, the root of the service quality problem of travel agencies can be traced back to the operation of dispatchers.

The problem usually happens like this: 1. The communication between the dispatcher and the salesperson is wrong.

Did not fully communicate with the sales staff, did not fully understand the requirements of the guests, such as the composition of the guests in the team, the requirements of the guests for the first and last stops of the trip, etc. In operation, the dispatcher is given some subjective and even natural things. People always think that guests usually don't have a problem with this arrangement. As a result, the food was cooked, but it was not to the taste of the guests.

2. The communication between dispatcher and receptionist is insufficient.

Failure to explain the reception details and requirements to the reception department completely, clearly and accurately, especially in the operation of conventional lines, leads to carelessness and self-righteous subjective assumptions, which often leads to unexpected problems.

3. tight schedule and improper arrangement.

The schedule is tight and loose, so that guests sometimes rush to the reserved hotel, and sometimes stay in a restaurant for a long time and eat at a designated restaurant. Improper arrangement of activities will easily lead to uneven physical distribution of guests, anxiety and distrust of travel agencies and tour guides.

4. Poor vehicle monitoring. When placing an order with the car company, only the car time, the place to pick up the car and the number of seats are implemented, while the understanding of the appearance and condition of the car is ignored. In the aspect of air ticketing, only the ticketing center reported the plan, but ignored the tracking of aircraft type, airline and flight time.

5. I don't know enough about accommodation hotels.

In the hotel reservation, only the star selection of the hotel is emphasized, but the further understanding of the hotel's location, service facilities, surrounding environment and service life is neglected, or the arrangement of the reception organization is too dependent and the follow-up is lacking, which may have an adverse impact on the actual operation of the team.

To sum up, it can be seen that the root of many problems actually occurs in the process of dispatching operation. When the real problem occurs, there is not much room for tour guides to exert their subjective initiative. When there is a problem, the guest is faced with a tour guide, and there is little room for manoeuvre. In fact, the root of the problem lies in the back of the tour guide-the dispatcher of the dispatch department. It can be seen that the dispatcher plays an important role in the operation of travel agencies, and the quality of the dispatcher is directly related to the smooth and successful operation of the team.

A well-managed travel society requires the following qualities of dispatchers:

1. Skilled in business. Must have a good understanding of the team's tourist destination, the strength of the reception unit and the ticket operation.

2. Be professional. We must love tourism. It should be said that the adjustment work is actually very boring and consists of countless trivial work links. Without dedication and happiness, it is impossible to do this job well.

3. Serious and meticulous work attitude. Tourism is a closely related activity, and the task of linking these links is completed by the dispatcher. If there is no serious and responsible work attitude, ticketing, car use, car pick-up team and other links will not be buckled or buckled, and there will be a careless and chaotic situation.

4. Accurate budget ability must give consideration to both cost control and team operation effect. In other words, under the premise of ensuring the good operation effect of the team, the most economical route with the lowest cost should be worked out in different travel arrangements.

5. Have the ability of continuous learning and innovation. The tourism market is ever changing. Planners must understand the importance of continuous learning, carefully understand the changes in the tourism market, tourist destinations and the strength of local reception units, and constantly innovate their work according to the gains of learning in order to keep up with the development of the times.

In today's world, tourism is developing towards internationalization, scale and networking. This is an era of more emphasis on personalized service, which requires higher and higher quality of travel agency planners. Whether the dispatchers of travel agencies can keep up with the trend of the times and combine more personalized tourism products has increasingly become the focus of competition among travel agencies.