d2.tta.cl2.12 slide 1. subject elements this unit comprises five elements: identify the function of...

MAINTAIN PRODUCT INFORMATION INVENTORY

D2.TTA.CL2.12

Slide 1

Subject elements

This unit comprises five Elements:

Identify the function of product information inventory in the travel and tourism business

Source and interpret products and information for inventory

Enter product information onto inventory systems

Update product information inventory

Supply inventory information

Slide 2

Assessment

Assessment for this unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from supervisor

Slide 3

Element 1:


Slide 4


Performance Criteria for this Element are:

Describe the role of product information inventories

List the businesses involved with product information inventories

Identify the formats of product information inventories

Slide 5

Role of product information

The tourism industry is one of the largest industries in the world and for many countries is its major economy and employer.

Industry knowledge is a vital pre-requisite for effective performance within the industry.

Slide 6

Role of product information

The idea of obtaining product knowledge is so that you can use it for:

Your benefit

The benefit of the venue

The ultimate benefit of the customers

Slide 7

Product knowledge

Importance of product knowledge

Developing and maintaining product knowledge is a very important element of providing excellent levels of customer service in the tourism industry.

How can you maintain product knowledge?

How do you know what information to collect?

Slide 8

Importance of product information

Importance of identifying and accessing product knowledge

To demonstrate professionalism

To answer routine questions

To provide destination information and advice

To provide specific product advice

To provide additional information

To advise customers of up-coming events

To make recommendations and suggestions

Slide 9



Selling tourism products

Quote specific individual tourism product prices

Booking and coordinating services

Receiving and processing reservations

Processing financial transactions

Issuing customer travel documentation

Slide 10



Issuing itineraries

Explain the features of the products

To generate repeat business from customers

To generate referral business

To comply with general operational requirements

Slide 11

Product information inventories

Role of product information inventories

Whilst having product knowledge itself is essential for any tourism operator, in many cases most product knowledge required by staff to help meet the needs of customers will be kept in appropriate 'information systems' that can be accessed by staff when required

Slide 12

Product information inventories

Role of product information inventories

Providing a readily accessible and current database of information that staff can use in their selling endeavours

Optimising the potential for staff to make accurate bookings and sales that best comply with identified client requests

Enabling staff to respond professionally to client requests for information

COMPLETE ACTIVITY 1

Slide 13

Travel and tourism businesses

Identify travel and tourism businesses

When compiling product information for your 'product knowledge' data bases, it is essential to identify the different types of businesses in which your potential customers may use.

What types of businesses do you seek product information from?

Slide 14


Transportation

Airlines

Cruise operators

Railway operators

Bus lines

Car rental businesses

Limousine hire

Taxis

Slide 15


Suppliers and providers of support and ancillary services

Travel insurance providers

Finance providers

Currency exchange

Conference and similar venues

Interpreters

Slide 16


Accommodation

Hotels and motels

Guest houses

Bed and breakfasts

Caravan parks and camping grounds

Resorts

Time share properties

Apartments, villas and cottages

Conference and exhibition centres

Slide 17


Attractions and Theme Parks

Museums and galleries

National parks, wildlife parks and gardens

Theme parks

Heritage sites and centres

Sport and activity centres

Aquarium and zoos

Slide 18


Tour Operators

A tour operator typically organises sightseeing tours and accommodation in a particular destination or region

They act as a middle person between the Wholesaler and the Principal or Supplier of the product

Slide 19


Inbound Tour Wholesaler

An Inbound Tour Wholesaler packages products to form a trip for an overseas market travelling to a specific country

Outbound Tour Wholesaler

An Outbound Tour Wholesaler negotiates product from International Suppliers for clients in a specific travelling to an international destination

Slide 20


Retail Travel Agents

A Retail Travel agent is the go-between between the client and the Wholesaler

It is the Retail agent who obtains all the relevant details from a client to enable them to make a booking through a Wholesaler

Slide 21


Local, regional and national information services

These information services exist to assist the public and Travel agents in obtaining information on a particular region from the experts

This can be at a local, regional or national level

Slide 22


MICE

Meetings

Incentives

Conventions

Exhibitions

Slide 23


Ministries of Tourism

Each country within the ASEAN region will have dedicated government ministry specifically focused on the tourism industry

Their role is to regulate and manage the industry

Slide 24


Tourism Boards

Coordinate the efforts of hotels, airlines and travel agents to develop the tourism industry of the country

Initiate new marketing ideas to promote image aboard

Provide travel agent licensing and tourist guide training

Promote the development of infrastructure and tourist attractions

Organise events to attract visitors

Slide 25


Industry Authorities

Authorities are established, either by a government or working closely with government to provide services relating to the tourism industry

Slide 26


Industry Associations

Industry associations are bodies that all businesses can elect to join that serve specific and over-arching industry sectors.

Representing the industry

Offer legal advice

Provide training

Identify cost savings

COMPLETE ACTIVITY 2

Slide 27

Formats of product information


Before we look at the actual information that can be sourced from the different types of tourism businesses, it is important to consider:

The system your organisation will use to 'collect, file and store' product information

The types of information we seek from each business

The desired format of the information

Slide 28



The overall goal of any product storage system is for staff to provide up-to-date and accurate quotations and advice for your customers by knowing:

Where to look for the product information

How to interpret the information

Who to contact for clarification

Present the quotation and advice in professional and understandable terms to your customer

Slide 29


Formats of product information inventories

Quite simply formats of product information inventories may include:

Manual systems

Computerised systems

Combination of the above

Slide 30


Manual systems

Manual systems are information compiled by your organisation, either through the collection of hard or electronic files which are stored methodically in the organisation for further use.

What are examples of information stored in:

Hard copy format

Electronic format

Slide 31


Manual systems

Brochures, flyers and pamphlets

Product manuals

Supplier information and sales kits

Confidential and general industry tariffs

Preferred contracts or agreements

Clue cards

Fare sheets

Industry publications, advices and notices

Videos

Slide 32


Manual systems

Posters

Timetables

Atlases and maps

Travel literature

Travel Guides

Newspapers and magazines

Internal databases

Online product training modules

Slide 33



There are endless systems that can be used to retrieve information from, depending on the exact needs of the client, including but not limited to:

Internet websites

Computerised Reservation System (CRS)

COMPLETE ACTIVITY 3

Slide 34

Element 2:


Slide 35



Identify information that may be entered onto a product information inventory

Request businesses to supply required product information

Interpret product information received from businesses

Review and evaluate product information

Obtain additional product information

Slide 36

Identify product information

Identify product information to gather

Before seeking information from each of these types of businesses it is important to identify the types of information that you require from each to help you advise your clients in their future travel needs.

What types of product information do you want to gather?

Slide 37


Destination information

General destination information

Statistical information

Currency

Maps

Travel guides

Events

Slide 38


Destination information

Languages

Safety

Government information

Time zones

Communications

Slide 39


Local community information

Local attractions

Shopping and retail areas

Events and festivals

Eateries

Supermarkets

Local transport

Activities

Places of worship

Slide 40


International destination information

When providing information on international destinations to your customers, you will need to advise them of the government regulations that apply when people wish to leave the country.

What information do you need to gather and explain to clients wishing to travel overseas?

Slide 41


Tours

Company name, name of tour and duration

Departure date, time and location address

End date, time and location address

Type of accommodation e.g. single, twin-share

Tour company specific baggage labels

Hotel list

Tour information booklet

Included services

Slide 42


Attractions

Attractions can include:

Historic sites

Scenic location

Special event

Tourist attractions can be:

Natural

Man-made

Slide 43


Activities

What are examples of tourism related activities?

Slide 44


History

Many people are interested in history, and therefore information on the history of a destination can be important to customers

What are examples of history that attracts tourism?

Slide 45


Geographical features

Mountain ranges

Lakes

Rivers

Caves

Waterfalls

Rock formations

Beaches

National parks

Slide 46


Local customs and culture

Every destination will have customs that are specific to that place and that particular culture.

What are examples of:

Local customs?

Local culture?

Slide 47


Climate

It is important that you understand the weather conditions and patterns of the destination.

Why is this important?

How can you identify climatic conditions?

Slide 48


Accommodation

Room types

Tariffs

Products and services

Room facilities

Location and distance to attractions

Packages

Blocked dates

Seasons and times

Minimum purchase

Slide 49


Accommodation

Booking and stay requirements

Property name and address

Room type and category

Number of nights

Check-in and check-out dates

Check-in and check-out times

Slide 50


Accommodation

Day use or late check-out if applicable

Inclusions

Extra charges payable direct

Special requests

Special promotions

Slide 51


Amenities and services

Amenities and services refer to the provision of basic services for travellers including:

Toilets

Water

Electricity

Food and beverage including restaurants, cafes, bistros

Medical services

Slide 52


Amenities and services

Banks and post offices

General safety facilities including fire, police emergency services

Entertainment

Sporting facilities

Shopping

Slide 53


Airlines

Airline or combination of airlines

Airport codes

Airline codes

City codes

Flight numbers

Schedules / timetables

Destinations

Routing

Slide 54


Airlines

Origin and destination

Code share flights

Normal fares

Discounted fares, including infants, children, students, pensioners and groups

Fares for unaccompanied children

Promotional fares and packages

Taxes

Slide 55


Airlines

General air travel rules and restrictions

Class of travel

Stopovers

Mileage restrictions allowed

Minimum and maximum stays

Ticketing time limit

Payment conditions

Slide 56


Car hire

Company, category, type

Pick-up and drop-off depots

Pick-up and drop-off dates and times

Inclusions and exclusions

Special requests

Notes

Slide 57


Cruises

Name of the ship and voyage number

Embarkation date, time and port address

Disembarkation date, time and port address

Grade/category and cabin type and number

Passenger dining preference

Pre-booked special requirements

Slide 58


Transfers

Name of company providing the transfer

Local address and local telephone contact

Type of transfer

Pick-up date, time and location

Drop-off date, location

Special instructions in relation to transfer

Slide 59


Rail

Name of Pass

Duration and type of pass

Validity dates

Slide 60


Travel Documentation

Besides having product knowledge on hand about various travel and tourism options that can be provided to clients, it is also essential to have travel related documentation on file as well.

Travel documentation will relate to:

Non-air documentation

Air documentation

Slide 61


Industry statistics

Types of tourism businesses

Types and demographics of customers

Top destinations

Hotel occupancy percentages

Reasons for stays

Current industry information

Destination countries

Slide 62


Industry statistics

Departure months

Length of stay

Type of organisation for the trip

Transport mode

Accommodation type

Expenditure

Popular tourist attractions

COMPLETE ACTIVITY 4

Slide 63

Requesting product information

Requesting product information from tourism businesses

Once you have identified the types of tourism businesses and their product and service information in which you wish to gather, it is now time to contact them and request information which you can add to your product information inventory

Slide 64


Objectives when contacting tourism businesses

Making contact with tourism businesses

Introducing your business to the organisation

Identify if the tourism business 'fits' your company profile or image

Gain an understanding of the tourism products and services they provide

Slide 65


Objectives when contacting tourism businesses

Understand their 'promotional message' and how to promote their products and services

Discuss contractual agreements and terms and conditions for working together


Slide 66


Making contact with tourism businesses

Telephoning targeted businesses

Making face-to-face requests of sales staff that visit the office

Making e-mail requests

Registering to receive information, newsletters and up-dates.

Slide 67


Introducing your business to the organisation

Name of company

Location

Licence Number

Key contacts

Products and services provided

Identification of clients

Competitive advantages of your organisation

What you are seeking in a partnership

Slide 68


Identify if the tourism business 'fits' your company profile or image

For any successful partnership to take place, both companies must work with companies that match or reflect their own image and vision

When companies work together, the practices of one of the businesses will impact on the brand of the other

The key is to provide mutual benefit

Slide 69


Gain an understanding of the tourism products and services they provide

One of the most important aspects of contacting a tour company is to gain an understanding of what they can offer to your client.

Identify key features and benefits

Ask questions

Arrange familiarisations

Slide 70


Understand their 'promotional message' and how to promote their products and services

Identify their promotional activities

Identify their special offers

Slide 71


Discuss contractual agreements and terms and conditions for working together

Commercial agreements

Contract of sale

Contract rates

Incentives

Bookings, confirmation and conditions

Slide 72



Once all necessary arrangements have been made it is now time to request product information.

Try to make the formats selected the most 'user friendly' and cost effective

Brochures are one of the most commonly requested formats of product information

COMPLETE ACTIVITY 5

Slide 73

Interpret product information

Need to interpret product information

Once you have received the product information from tourism organisations it is now time to interpret what has been received.

Why is this important?

What should be interpreted?

How can you interpret information?

Slide 74


Purpose of interpreting product information

This serves a number of purposes including:

Gaining further understanding of their offering

Identifying any questions you may have

Identify the key selling points in which you may convey to clients

Slide 75


Methods to interpret product information

Understanding resources, including interpreting codes, abbreviations, acronyms and individual supplier terminology

Converting currencies

Interpreting terms and conditions

Understanding limitations and elements of products and services, especially packages and deals

Identifying fees and charges

Slide 76


Interpreting codes, abbreviations and terminology

Phonetic alphabet

The 24-hour clock

Airport city codes

Airline codes

COMPLETE ACTIVITIES 6&7

Slide 77


Interpreting codes, abbreviations and terminology

Cruise ship terminology

Tours terminology

Car hire terminology

Rail travel terminology

Accommodation terminology

Insurance terminology

Slide 78


Travel related costs

Destinations and duration of travel

Standard of product or service

Rates

Costs and tariffs

Inclusions

Slide 79


Travel related costs

Specials

Packages

Discounts

Peak and low season rates

Premiums

Commissions and group rates

Slide 80


Travel requirements

Entry

Passport

Visas

Vaccination information services

Warnings

Advisory bulletins

Customs information

Finance

Travel insurance

Slide 81


Booking conditions

How to book – who to contact

Amount of deposit required

Prices and validity

Assumption of risk

Exclusion of liability

Payment deadline

Ticketing deadline

Slide 82


Booking conditions

Extension ticketing deadline

Cancellation by the supplier

Force Majeure

Cancellation by the travel agent

Cancellation charges

Availability of any type of change to booking

Slide 83


Booking conditions

Availability of changes to class of booking

Types of booking amendments

Amendment fees

Complaints

Authority of suppliers and tour leaders

Baggage allowance

Slide 84


Booking conditions

Excess baggage charges

Health, fitness and age limits

Publicity

Privacy

Governing law

Slide 85

Review product information

Review and evaluate product information

Assessing currency of the information provided

Determining degree of usefulness of the information

Identifying new information that is needed to supplement existing product information

Considering the applicability of information to client queries and needs

Judging accuracy and honesty of the information provided by suppliers.

COMPLETE ACTIVITY 8 Slide 86


Need to obtain additional product information

Whilst tourism businesses will provide the majority of information in which you may need to accurately inform clients of possible products and services provided by a range of suppliers, at times you may be required to obtain additional product information

Slide 87


Need to obtain additional product information

This may result from:

Direct questions from potential customers

Questions from potential customers

Points raised by tourism staff requiring clarification

Additional information regarding a location which is not detailed in individual company's materials

Slide 88


Methods to obtain additional product information

Making telephone calls

Sending e-mails

Internet research

Interrogation of the internal database

Asking network of contacts

Subscribing to industry magazines, newsletters, updates

Slide 89


Sources of additional product information

To date, we have explored the methods involved in collecting product information directly from tourism related businesses

In this section we will look at other useful sources of information which can be used to expand and enhance the current product knowledge you have acquired

Slide 90



Colleagues, supervisors and managers

Representatives

Developing your own industry network

Networking with industry colleagues

Conferences and seminars

Information services

Computerised information systems

Slide 91



Accommodation guides

Travel publications

TV programs

Educationals / familiarisations

Product launches

Trade shows

Local community information

COMPLETE ACTIVITY 9

Slide 92

Element 3:


Slide 93



Load data onto the product information inventory system in accordance with host enterprise policies and procedures

Verify completeness, accuracy and currency of information entered onto the product information inventory

Slide 94

Load information into inventory system

Load data onto the product information inventory system

Once the relevant product information has been sourced, reviewed and evaluated, it must be filed for future use as deemed most appropriate by the enterprise and in-keeping with any relevant policies and procedures.

Slide 95


Every tourism operator will have their own method of filing and storing information

Every office will have a system of filing all information so that it is easy to retrieve

Slide 96


Options for storing product information

As previously mentioned the product information inventory systems may be:

Manual filing systems


Combination of the above

Slide 97


Loading product information considerations

Timing of data entry and up-dates, including update schedules

Authorities to enter data, including designation of individuals and positions within the business

Identification of specific data that must and must not be entered onto the system

Complying with operational requirements of the data system

Version controls to note dates material was last edited/up-dated.

Slide 98


Manual filing systems

Public area displays

Back of house storage areas

Filing cabinets

Suspension files

Personal information manual

Contact details of tourism businesses

COMPLETE ACTIVITY 10

Slide 99



A Global Distribution System (GDS) is a network operated by a company that enables automated transactions between third parties and booking agents in order to provide travel-related services to the end consumers

What are examples of GDS systems

Slide 100


Global Distribution Systems

The major GDS systems include:

Travelport (Galileo, & Apollo)

Travelport (Worldspan)

Amadeus

Sabre


Slide 101


Policies and procedures

All tourism organisations will have a range of policies and procedures relating to the way in which product information will be managed.

In summary:

A policy is a rule or statement

A procedure is a step by step instruction on how a specific incident or activity should be conducted

Slide 102

Verify information accuracy

Verify completeness, accuracy and currency of information

It is of vital importance that the information you provide to your customer is:

Accurate

Readily understood by the customer

Provided in a timely manner

Provided in an appropriate format and style

Provided in an appropriate depth and scope

Slide 103

Verify information accuracy

Methods to ensure accuracy of information

Identify date in which current information was compiled

Checking version of the brochure or information

Checking on the website for accurate 'real time' information

Contacting the supplier to verify information


Slide 104

Element 4:


Slide 105



Monitor product information inventory

Request additional allocations

Remove information from product information inventory

Input up-dates and other product information changes as they arrive

Slide 106

Update information inventory

Monitor product information inventory

Given that the role of tourism staff is to provide information to clients it is essential that the information provided remains current and accurate

Whilst it is essential that any information collected and used for analysis be relevant and current, it is also important to ensure that information inventories are up-to-date

Slide 107


Methods to monitor product information inventory

Assessing completeness, accuracy and currency of the product information

Verifying source of information

Monitoring bookings, allotments/allocations and requests

Ensuring regular up-dates in accordance with supplier schedules and seasonal demands

Ensuring all products and services offered are supported by suitable and sufficient product information inventory

Slide 108


Monitor current issues

Attend all meetings that you are required to attend

Read the memos

Monitor the media

Fine tune your own personal radar

Form your own informed opinion

Talk to supervisors and management

Talk to customers

Read the newsletters and updates


Slide 109


Request additional allocations

Whilst you may have a scheduled time in which to replace and update brochures or minimum par level for when brochures need to be replenished, at times you will need to request additional allocations of brochures or other promotional materials.

What are reasons for additional allocations?

What are strategies for handling low levels of product information inventory?

Slide 110


Remove information from product information inventory

As part of product inventory management, it is essential that any 'outdated' or inaccurate copies of brochures or information be removed immediately.

How can this be achieved?

Slide 111


Methods to remove information

Deleting information regarding products and services that have been removed from the service menu

Over-writing dated information with revised information

Removing out-of-date information

Complying with designated host enterprise guidelines

Removing hard copy material that supports and reflects product information inventory data

Slide 112


Meeting needs of product supplier when removing information

Supplier may want outdated copies to be:

Returned to them

Shredded or destroyed

Marked in a manner that identifies them as invalid or outdated

Placed in normal waste

Recycled in line in with organisational values

Slide 113

Input up-dates and changes

Updating information

In a number of cases whilst the bulk of information in a brochure may be relevant, aspects of them may need to be updated or changed.

What are reasons for updates and changes?

How can they be made to existing brochures?

Slide 114

Input up-dates and changesReasons for updates

Price changes

Changes to products and services

New packages

Updated facilities

New attractions

Changes in visa requirements

New management

New awards

Stories of interest

New agreements with partner organisations Slide 115

Input up-dates and changes

Input up-dates and other product information

Adding new information as soon as possible

Ensuring related hard copy material is removed or amended

Updated with new promotional information or pages

Amended by removing selected pages

Ensuring accuracy of data entry


Slide 116

Element 5:


Slide 117



Identify internal personnel to whom product inventory information advice may be provided

Identify frequency with which product inventory information advice may be provided

Prepare and distribute reports and product information to internal personnel

Provide assistance to internal personnel

Slide 118


Input up-dates and other product information

Now that the product information inventory is complete and up to date, it is vital that any staff members who will be using this information to help clients is well versed in:

Its location

Access

Use

Slide 119


Considerations when supplying product information

Before we determine what information needs to be communicated to internal personnel it is vital to:

Identify internal personnel needing access to product information inventories

Identify their role in the management of product information inventories

Identify frequency in which product information inventory is to be communicated

Slide 120


Identify internal personnel

Head office

Managers, supervisors and owners

Sales staff, including counter-staff, ticketing officers and other client-contact staff

Marketing department

Accounting department, including individual responsible for price setting

Slide 121


Identify roles in the management of product information inventories

The roles may include updating information relating to:

Categories of tourism businesses

Geographical locations


Current industry trends, announcements

Visa and travel updates


Slide 122

Identify communication frequency

Identify frequency for communicating information

Whilst new product information may appear each and every day, there will normally be designated times in which to:

Pass this information on to staff

Informs staff of the key aspects of the information

Provide advice how this information can be used to the benefit of the client

Slide 123

Identify communication frequency

Identify frequency in which product information inventory is to be communicated

The frequency for the communication of product information will take into consideration:

Prepared schedules for disseminating internal information, including staff briefings, schedules staff meetings and management meetings

Complying with immediate demand where no prior notice exists

Slide 124

Communicate information

Importance of communicating product information

It is vital that all necessary procedures, guidelines and information developed for the maintenance and use of product information inventory are communicated to those who are providing information to clients

Slide 125


Importance of communicating product information

The type of communication used must ensure that all the necessary people who will be impacted:

Know about it

Understand their role

Understand how product information inventory will be used

Slide 126


Prepare reports

There is a wide selection of reports that management and staff can look at that will provide valuable information in regards to product knowledge

What is the purpose of reports?

What types of reports can be prepared?

What information is contained within these reports?

Who needs these reports?

Slide 127


Methods to communicate information

Formal meetings

SOP's

Staff briefings at the start and end of shifts

One-on-one or group discussions

Training sessions

Informal communication during a shift

Discussing new product information when it arrives

Presentation by suppliers

Youtube clips and videos Slide 128


Information to communicate

Guidelines for the management and use of product information inventory

Procedures for the use and explanation of information

New products and services on the market

Review of new formats of information arriving at the store

Key pieces of information in new products and services to be communicated to clients

Specific examples of good or bad service provided by suppliers

Slide 129


Information to communicate

Changes to prices of products and services

Changes to products

Changes to promotions

New information relating to travel

Changes to booking protocols

Slide 130

Providing assistance


Even when information is communicated about new or changes to existing products information inventory, at times staff will need further assistance to ensure the information is used in the best available manner.

What are reasons for providing assistance?

Slide 131


Types of assistance

Providing information as required

Clarifying information and information that is potentially conflicting

Explaining how to present information to clients

Making recommendations

Verifying information sourced by staff


Slide 132

d2.tta.cl2.12 slide 1. subject elements this unit comprises five elements: identify the function of...

Documents

supervisor slide

tourism business slide

destination information

additional information

specific product advice

industry knowledge

tourism industry

tourism products