Book supplier services

MRS Assn

Assignment

Unit: Book and Coordinate Supplier Services

Unit of competency codes: SITTTSL008A / THTSOP07B

Student name: __________________________________________

Instructions

You are required to study information provided within the online learning material resource and textbook, ‘The Road to Tourism’, O’Shannessy V, Minett D & Hyde, G (2008 or later). Pearson Education Australia Pty Ltd.

This unit is to be attempted after completing SITTTSL002A Access and interpret product information as this contains essential underpinning knowledge and skills.

· Where applicable, write your answers in the space provided. However, if you require additional space, make a note to the teacher on the relevant page indicating there is more information to follow. Securely attach these separate sheets, clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

· Before submitting this assignment, check to ensure all tasks have been completed.

· Where required, write your responses on separate sheets of paper. Securely attach these pages to this question sheet.

· Clearly identify each question to which you are responding and the allocated marks. Number the pages, and place in order of sequence.

· At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

You will be assessed on how well you:

· Demonstrate relevant knowledge and understanding

· Communicate ideas and information, use precise industry terminology, accurately practice standard codes and provide appropriate workplace examples

· Organise information in a well-reasoned and cohesive response

· Solve proposed issues or problems.

Tasks/Questions

Part A: Selecting and Booking supplier services (20 marks)

Question 1 (10 marks)

As an assistant to an inbound tour coordinator, you have received a group booking for 10 German tourists who will be accompanied by a (bi-lingual) tour guide. Each component required is listed in the table below.

For this activity, you need to prioritise these components and book each through separate suppliers.

a. Number the components from one up to a maximum of eight - if you think the group needs up to eight choices. You may find that some choices are of equal importance and therefore should list these with the same number/priority. Insert your answers in the booking order column as most appropriate.

b. Briefly explain the reasoning behind your order of priority and why components are of equal importance for the booking order.

Booking order	Travel date	Travel component requested
	28 April	International airline flights – Lufthansa Airlines Frankfurt/Perth – total 11 seats
	30 April	Three nights accommodation at The Perth International Hotel (5 x DBL rooms and 1 SGL room)
	01 May	Full day Perth City Tour
	02 May	Rottnest Island tour
	03 May	Flight from Perth to Uluru (Ayers Rock)
	03 May	Two nights accommodation at Sails in the Desert (5 x DBL rooms and 1 SGL room)
	04 May	Harley Davidson Tour of Uluru
	05 May	Six day coach tour from Uluru to Darwin
	11 May	Two nights accommodation at The Darwin Travelodge
	13 May	International Airlines flights – Qantas Airways Darwin/Frankfurt - total 11 seats

Reasoning:

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Question 2 (16 marks)

Create a booking form (using Attachment 1) and include the following information. You are working with the Millenium Travel Agency as a (trainee) consultant and new clients have requested you to organise these reservations on their behalf.

Mr Richard and Mrs Lily Crothers are residents of ACT (Australian Capitol Territory, Canberra). They wish to travel to the United Kingdom and visit their daughter, leaving Sydney 10 November and return to Australia 01 February. Details provided here.

The Crothers will spend the majority of their vacation time with their daughter in England. However, they have decided to book a 14 day European tour with Insight Tours. Insight Tours has a special offer including return airfares from Sydney - London, London – Sydney. Therefore as a consultant (trainee) with Millenium Travel you book this entire package with Insight Tours.

The booking was made on 10 June and all reservations confirmed.

A $AUD300.00 deposit per person is required. The clients have paid straight away, by cheque. Final payment is due 26 September. The offer of Travel Insurance was declined.

Instructions

When creating the booking form (Attachment 1) for these clients, consider the following:

· Ensure you note the deposit details on the booking form.

· No commission is deducted from the deposit

· Ensure you use 24hour clock on the client file

· You can ‘make up’ other relevant information such as booking numbers, receipt numbers etc.

Details provided below:

Customer details	Mr Richard and Mrs Lily CROTHERS
Address	42 Holyoak Crescent DICKSON ACT 2900
Contact	Hm: 02 6267 7832 Mob: 0414 442 312 – Mr Crothers Mob: 0404 050 607 – Mrs Crothers
Passport	J 1329908 – Mr Crothers, DOB 17.03.70 J 4675500 – Mrs Crothers, DOB 02.09.74
Additional information	No Visas required Mr Crothers – Vegetarian and seafood only Insurance declined
Costs - AUD$
Coach fares	$62.00 return pp
Airfares	$1899.00 pp
Tours	$2450.00 pp
Accommodation	Sydney Park Royal Hotel 1 king room, $249.00 per room per night
	Sydney Airport Hotel 1 Superior queen $199.00 per room per night

Arrangements

Coach:
Greyhound Coach Canberra to Sydney, 7 Nov Services GX335 – departing 0700 arriving 1115
Accommodation:
Sydney Park Royal Hotel 1 King room, IN 7 Nov – OUT 10 Nov Confirmed Jenni - Reservations
Flights:
10 Nov 11 Nov	Singapore Airlines SQ 221	Depart SYD Arrive LON Economy class (Y)	1645 0730
01 Feb 02 Feb	Singapore Airlines SQ 222	Depart LON Arrive SYD Economy class (Y)	1300 2000
Tour:
14 Day Highlights of Europe Tour	TOUR CODE: ITHOEU
Depart LON 22 Nov – Return LON 05 Dec, 1 DBL room
Confirmed by Brooke – Insight Reservations
Accommodation:
Sydney Airport Hilton Hotel 1 Superior queen suite, IN 02 Feb – OUT 03 Feb Confirmed Anne - Reservations
Coach:
Greyhound Coach Sydney to Canberra, 03 Feb Services GX266 – departing 1300 arriving 1645

Part B: Client requirements and Preparing documents (24 marks)

Scenario

Some clients have entered the Millenium Travel Agency (where you work) and request your advice on two (2) tour companies’ itineraries for Europe and stipulate they would like to depart around 7 July. They also are keen to visit Austria and Italy – Venice and Tuscan regions in particular. The tours are very similar and your clients are very interested in both itineraries.

The first tour, ‘Old World Classic’ is available from your preferred company, which offer you an override 12% commission. Remember: override commission is additional commission paid to an agency for exceeding a predetermined sales volume.

The other tour, ‘Traditional Grand European’ is offered by another prestigious tour wholesaler and they will pay you 10% commission.

Some facts relating to these tours are provided here:

Information	Old World Classic	Traditional Grand European
Cost per person ($AUD)	$4389.00	$4459.00
Number of touring days	18 days	19 days
Number of breakfasts included	Continental breakfast daily	Full buffet breakfast daily
Number of dinners included	8 x 3 course dinners	10 x three course dinners
Sight seeing	Entrance fees included	Entrance fees included
Departure date	04 July	09 July

Instructions

Study the proposed itineraries showing the touring route, inclusions and cost. Then answer the following questions:

a. Calculate the commission you (the Millenium Travel Agency) would earn on each booking. Show workings for each tour company.

Old World Classic	Traditional Grand European

b. On which tour would you visit St Paul de Vence?

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c. How many nights are spent in France on each of the tours?

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d. What mode of transport is used to cross the English Channel and what is the name of this service?

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e. What tour would you select for your clients if they wanted to visit the ruins of Pompeii??

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f. Considering the clients requests regarding specific destinations, discuss what tour you would recommend to them. Provide your clients with an in depth reason for your choice.

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Itinerary 1: Old World Classic

Itinerary 2: Traditional Grand European

Part C: Amendments and Confirmations (50 marks)

Scenario

The Portellas are return clients to the Millenium Travel Agency – this time requesting a family vacation to New Zealand. Familiarise yourself with the Portella family’s reservation requirements and general information provided here:

· All members of the family travel on Australian passports and do not require visas for the journey to New Zealand.

· Mr Peter Portella is a QANTAS Platinum ‘frequent flyer’: QF 18808099

· All flights will be organised by Mr Portella, directly with Qantas using frequent flyer points

· Mr Portella made initial inquries via the Millenium Travel internet website and emailed 30 May regarding accommodation in Queenstown, NEW ZEALAND and a Milford Sound Day tour.

· Bookings for accommodation and Milford Sound Day tour were confirmed 15 June.

· Deposit due immediately to secure booking. Final payment is due two weeks prior to departure, which is 07 September.

· Mr Portella is now awaiting information from you, the Millenium Travel Agency consultant recommending other products and services for their stay in and around Queenstown.

Client details	Mr Peter Portella (46 yrs) Passport no: JP35545 EXP 15 April 2017
	Mrs Mary Portella (45 yrs) Passport no: JP35546 EXP 15 April 2017
	Miss Kerry Portella (17 yrs) Passport no: JP35548 EXP 15 April 2012
	Master Anthony Portella (12 yrs) Passport no: JP35549 EXP 15 April 2012
Address	8 The Esplanade MANLY NSW
Home ph Business ph Mobile phone Email	02 7576 7778 02 7541 1234 0401 000 000 [email protected]

Booking details	# JFL3PY
Accommodation	Crown Classic Hotel – Queenstown, NZ 7 night ‘Hotel Pass’ AUD$150.00 per room per night 1 Family STE (allows up to 5 people) IN 07 Sep – OUT 14 Sep
Flights	07 Sep Qantas Airlines QF 43 Depart SYD to CHC via WLG, Economy class (Y) Connect with New Zealand Airlines NZ 064 to ZQN Economy class (Y) 14 Sep NZ 063 Depart ZQN to CHC via WLG Economy class (Y) Connect with QF 44 to SYD, Economy class (Y) *Frequent flyer points booking arranged by Mr Peter Portella
Tour	Milford Sound Day tour AUD$140.00 per adult Children <15yrs AUD$100.00 pp

Question 1 (20 marks)

Complete the two (2) tables below in preparation for your conversation with Mrs Mary Portella.

Table 1: Fill in the payment details and information required where noted with (*) asterisk. Show all calculations, workings and final cost.

* Deposit amount due: Note: This is 10% of total cost and is due immediately to secure booking
* Final payment amount * Date due: Note: Final payment due latest 2 weeks prior to departure

Table 2: You are required to conduct further research using the internet, travel brochures and/or perhaps make inquiries with travel agents to complete the details in this table. Note: Keep in mind this activity is in preparation for your telephone conversation with Mrs Portella.

List reference sources and complete acknowledgements used for this research.

Additional information	Advice
What is the New Zealand currency?
Are there any health risks in New Zealand, that have been listed on ‘Smartraveller’ internet website? If so, list examples. http://www.smartraveller.gov.au/
Do clients need a passport? What are the conditions regarding validity of passport?

Continued over page

Additional information	Advice
Which island is Milford Sound located?
Suggest six products/services that can be recommended in and around Queenstown. For each of these suggestions provide a brief overview of main features.
What other services, facilities or information could you suggest for these clients?

Question 2 (30 marks)

a. As a travel consultant you are phoning Mrs Portella to advise her of six products or services you have selected for their trip. You will also provide additional information regarding the necessities such as: the type of travel and health insurance and giving Mrs Portella the opportunity to approve or decline. Other relevant information would include: visa and passport requirements, New Zealand currency and deposit and final payment information.

b. Using the script as guide, write your responses using tabular format as exemplified below:

Consultant:

Client: Mrs Portella Hello this is Mary. Oh, Hi there. How nice to hear from you. We’re very happy with the accommodation and tour you have booked for us in Queenstown. It seems like only a few days ago when Pete enquired about other sight seeing tours in and around Queenstown. So, what did you come up with?

Consultant:

Client: Mrs Portella Hmmm. I’d like to do everything! It all sounds so good, but we only have a week there and we really do need to have time just to relax. Perhaps you could recommend just two or three ‘best of’ tours for us?

Consultant:

Client: Mrs Portella Oh, I see. Sounds fantastic! How can we get the operator to hold places for us?

Consultant:

Continued over page

Client: Mrs Portella You’ve made it so easy for us. Thanks. I’ll talk to Pete about your recommendations and call you tomorrow to confirm. Is there anything else I need to consider regarding our vacation? And what about the deposit for accommodation and tour already booked?

Consultant:

Client: Mrs Portella Oh, thanks for reminding me about the payment details again. We’ll look forward to receiving a final confirmation letter with payment details. When we receive this I’ll send you a cheque for the deposit straight away. Bye for now and thanks again for being so helpful.

END OF ASSIGNMENT

Attachment:

Booking form (Client record)

Booking form (clients record)

Tickets and documents not to be collected before manager’s review		Collection	Initials	Date
		Tickets
Insurance offered on:		Documents
Client: Refused / Accepted		Passports
Policy no.:		Comments:
Consultant:

Passenger details

Name	DOB	Address	Frequent flyer	Mobile	Ph (home)

Itinerary for clients

Flight	Class	Date	From	To	Status	Depart time	Arrive time	Airline / date res. Officer	Fare
Accommodation	Details	Status	Booked by	Date	Prepaid	Costing A$
In	Out
Tours	Details	Tour code	Accommodation type	Booked by	Deposit / payment	Costing A$
Depart	Return

Other transport

Car /Coach / Rail / Sea	City tour code	Via/status	Date	Deposit/payment	Rate AUD$
In	Out	Details

Payment summary on client file

Date	Details	Receipt or cheque no.	Receipt amount	Payment amount	Commission	Balance