Tour Operational Techniques: Notes for Tourism Students B.
VOC Unit 4
Tour operations are the backbone of the tourism industry, responsible for creating and
delivering memorable travel experiences. Here's a breakdown of key techniques for tourism
students:
1. Tour Planning and Itinerary Design
Destination Knowledge: In-depth understanding of the destination, including attractions,
transportation, accommodation, and local culture.
Target Audience: Identifying the specific needs and preferences of the target tourist segment
(e.g., adventure travellers, luxury travellers, budget travellers).
Itinerary Development: Creating a detailed day-by-day plan that includes:
Route planning: Optimizing travel routes for efficiency and to maximize sightseeing
opportunities.
Activity scheduling: Allocating appropriate time for each activity, considering travel time,
potential delays, and tourist interests.
Accommodation and meals: Selecting suitable hotels and restaurants that meet the tour's
budget and quality standards.
Contingency planning: Preparing for unforeseen events like weather changes, transportation
disruptions, or medical emergencies.
Tour Packaging: Combining different travel components (transportation, accommodation,
activities, meals) into a comprehensive tour package with a set price.
2. Supplier Management
Selection: Choosing reliable and reputable suppliers (hotels, transportation companies, tour
guides, attractions) that meet quality standards and offer competitive prices.
Negotiation: Negotiating favourable contracts and rates with suppliers to maximize
profitability and ensure value for tourists.
Relationship Management: Building strong relationships with suppliers to ensure smooth
operations and preferential treatment.
3. Tour Costing and Pricing
Cost Calculation: Accurately calculating all tour costs, including:
Fixed costs: Transportation, accommodation, entrance fees, tour guide fees.
Variable costs: Meals, optional activities, souvenirs.
Overhead costs: Marketing, administration, insurance.
Pricing Strategy: Determining the appropriate pricing strategy, considering:
Market demand: Setting prices that are competitive and attractive to the target market.
Profit margin: Ensuring sufficient profit to cover costs and generate revenue.
Value proposition: Communicating the value of the tour package to justify the price.
4. Tour Marketing and Sales
Market Research: Identifying target markets and their travel preferences.
Marketing Channels: Utilizing various channels to promote tours, including:
Online marketing: Website, social media, online travel agencies (OTAs).
Traditional marketing: Brochures, travel agents, advertising.
Public relations: Generating media coverage and positive reviews.
Sales Techniques: Employing effective sales strategies to convert inquiries into bookings.
5. Tour Operations and Execution
Pre-tour Communication: Providing tourists with detailed information about the tour,
including itinerary, packing list, visa requirements, and travel insurance.
On-tour Management: Ensuring smooth execution of the tour, including:
Transportation coordination: Managing transportation logistics and ensuring timely arrivals
and departures.
Accommodation and meal arrangements: Confirming reservations and ensuring quality
service.
Activity management: Organizing and supervising activities, ensuring tourist safety and
enjoyment.
Problem-solving: Addressing any issues or emergencies that may arise during the tour.
Tour Guiding: Providing knowledgeable and engaging tour guides who can enhance the
tourist experience.
6. Customer Service and Feedback
Customer Satisfaction: Prioritizing customer satisfaction by providing excellent service
throughout the tour.
Feedback Collection: Gathering feedback from tourists to improve tour quality and address
any concerns.
Complaint Handling: Effectively handling any complaints or issues that may arise, striving
for fair and timely resolutions.
7. Technology in Tour Operations
Tour Management Systems: Utilizing software to manage tour bookings, itineraries, customer
data, and supplier information.
Online Booking Platforms: Enabling tourists to book tours online through websites or mobile
apps.
Communication Tools: Using technology to communicate with tourists and suppliers,
providing updates and addressing inquiries.
Key Skills for Tour Operators
Communication: Excellent communication skills to interact with tourists, suppliers, and
colleagues.
Organization: Strong organizational skills to manage tour logistics and ensure smooth
operations.
Problem-solving: Ability to handle unexpected situations and resolve issues effectively.
Customer service: A customer-centric approach to provide excellent service and exceed
tourist expectations.
Negotiation: Skillful negotiation to secure favorable deals with suppliers.
Financial management: Understanding of tour costing, pricing, and budgeting.
