Organization of travel agency work. Your own business: opening a travel company
Introduction
1.Basic principles of successful operation of a travel agency
2.Main steps of technology implementation
2.1. Selecting a computer
2.2. Choosing an office program
2.3. Internet access
2.4. The site of the company
2.5. Search system
3.Reservation systems. GDS - Global Distribution Systems
Literature
Introduction
Tourism (French tourisme; tour – walk, trip) arose during that period of social development when the human need to obtain information about new places, to travel as a means of obtaining this information, was an objective law of the development of human society. Traveling brings pleasure to a person and gives an opportunity to relax.
At a certain stage of economic development, when the need for travel increased sharply, producers of these services appeared. This led to the formation of a special type of product - tourism, which can be bought and sold on consumer market.
Producers of services designed to serve tourists (traveling people) have united in the tourism industry. Tourism is not a commodity of prime necessity, therefore it becomes an urgent need of a person only at a certain level of his income and at a certain level of wealth of society.
Tourism is currently developing rapidly in many countries around the world and is playing an increasingly prominent role in the global economy. According to experts, the level of international tourism in terms of arrivals in 1999–2010. could amount to more than 1 trillion tourists, and the profitability of this service sector will steadily increase. Already today, the tourism sector accounts for about 6% of the world's gross national product, 7% of global investments, every 16th workplace, 11% of global consumer spending.
Since tourism is an intersectoral sector of the economy, covering not only accommodation facilities, but also transport, communications, food, entertainment and much more, this area affects any continent, state or city. The importance of tourism for the economy different countries is primarily due to the benefits it brings, provided successful development. First of all, this is the growth of jobs in hotels and other accommodation facilities, in restaurants and other food industry enterprises, in transport and in related service industries. Another important advantage is the multiplier effect of tourism, that is, its influence on the development of related sectors of the economy. The third advantage is an increase in tax revenues to budgets of all levels. In addition, tourism has an economic impact on the local economy by stimulating the export of local products.
In Russia, however, for a number of reasons, the tourism sector has not yet received proper development in comparison with many other countries. Russia, together with all the CIS countries, accounts for only 2% of the world tourist flow. Today, the number of foreign guests coming to Russia for business, tourism and private purposes is about 8 million people, which is far from corresponding to its tourism potential.
Among the main reasons hindering the development of inbound tourism is the image of Russia created by certain foreign and domestic media as a country unfavorable for tourism; the imperfection of the current procedure for issuing Russian visas to citizens of foreign countries that are safe in terms of migration; undeveloped tourism infrastructure; discrepancy between the price and quality of hotel accommodation, etc.
At the same time, the number of Russian citizens wishing to make a tourist trip is growing noticeably every year, especially in foreign countries. So, in last years The average number of Russian tourists traveling to countries far and near abroad is about 13 million people, and this figure is constantly growing. This indicates that tourism activity, having survived a period of chaotic development, is going through a stage of qualitative development.
It is no secret that when a travel agency client, purchasing a tour, receives well-prepared documents and complete information about the tour, he feels more comfortable and trusts the chosen agency more. Also, the travel agency, having spent considerable money on attracting of this client to himself, retaining complete information about him, can later use it to re-attract the old client to himself. It is known that the costs in this case are four times lower than the initial ones!
You cannot miss an important component of the success of any company - financial management and planning. Stable development of a travel agency and the absence of financial turmoil are the cherished dreams of many companies. How to achieve this? Systematized management of work with clients, suppliers and internal work of the company gives desired result.
How can you achieve systematization of company management? The answer is quite simple - through the introduction of modern automated control technology.
Modern technologies nowadays can be bought ready-made and implemented, that is, adjusted to suit yourself. The cost of implementation depends on the complexity of the system. To begin with, you can implement a simple and inexpensive automated accounting system. For example, a system for promptly entering information about customer requests (orders), extracting all necessary documents(reservation sheet, contract, TOUR-1 or sanatorium-resort voucher, invoice, receipt:), prompt receipt of sales reports. Further, you can complicate the system by adding prompt reservations, accounting for mutual settlements with suppliers, and communication with the accounting department.
It is possible to immediately install a unified accounting system, both operational and financial, and in two aspects - managerial and accounting. Using flexible separation of access rights and information visibility, managers have access to only their part of the system, and accountants have access to their part. Naturally, company managers see all the information and can monitor the work of managers from their computer. Since the operational entry of information is carried out in a single system, it is clear who is working and how: the number of entered applications, confirmed, paid by the client, paid to the supplier, closed, income for each application. Through system reports, the manager sees the performance of each manager and department. Details can be set for each tourist and each component of the tour. For any client you can see the history of his requests and payments.
In a single system, managers can immediately see whether their application has been paid or not, and the amount of payment. The accounting department immediately receives the original information and does not waste time re-entering the same data. All information is divided according to access rules, and the manager will not see unnecessary information. Accordingly, there is no need to separate databases, which inevitably leads to input errors, sluggishness and resulting problems.
After the main tasks of systematic management of a travel agency have been solved - managing work with clients, with suppliers and the internal activities of the company, you can begin to expand the system.
Ultimately all necessary information printed in a beautiful form. Clients will be issued the entire set of necessary documents, suppliers will be given the relevant reports, and for the state, all reports in the established form will be printed.
Even latest technology in the company, after its implementation, it must be constantly improved so as not to become outdated. Therefore, the control system must be flexible and customizable so that it can be improved from within. The 1C:Enterprise system on which it is built standard solution"1C-Rarus: Travel Agency" is an open and flexible system. Using a powerful built-in programming language and the ability to communicate with any external systems can be built automated system management of any complexity.
PC "SAMO-TourAgent" - agency automation
Automation of the work of travel agencies usually comes down to operational accounting of tours ordered by tourists, completed payments with clients and partners, and printing of all necessary documents.
To automate an individual travel agency, it is necessary to use software based on the use of a database that accumulates all operational data in a single repository. This is necessary to receive reports on the agency's work at any given time. In addition to the database, it is also necessary to have a program with a convenient user interface, acceptable operating speed, and configuration of system parameters related to the company’s activities. These parameters primarily include text and appearance printed documents, generated on the basis of working data, as well as the ability to manage access rights to various system data.
With the automation of network agencies, the situation is somewhat more complicated. Network agencies from a legal point of view may have Various types: one company with several sales offices, a network of individual agencies under a common logo (franchisees): The management of network agencies periodically needs operational reporting on the activities of the entire network. Such reporting can only be provided if all data is stored in a single repository.
The technical side of network agency automation must, in a certain sense, be intertwined with the look of the network. If it is quite easy to automate a separate agency by connecting it to the server of a single database of the central office via Internet channels, then it is impossible to do this with a franchisee. Communication problems with the database server will immediately lead to paralysis of the work of an individual agency. In the case of a franchisee, this is a disruption to one company's operations due to another company's problems. The solution is only possible by using a local working database in a separate office, which eliminates the dependence of the agency’s work on the operation of the data transmission channel, with copying of all entered data to the central office (the data transmission channel is used quite rarely compared to a permanent connection - once an hour, once a day, frequency chosen by the parent company). But behind the advantages there are also disadvantages. The central office server stores single base data collected from individual agencies. The central office can only passively monitor the agency's work. Technically, it is very difficult to implement active behavior of the central office in relation to the subsidiary.
The book discusses the features of the tourism business in Russia, the procedure for forming a travel company, the development and selection of tourism programs. The issues of the relationship of the travel agency with clients and competitors are revealed, staffing etc. The book will be of interest to heads of travel companies, businessmen, teachers, students, as well as all citizens who want to have a successful vacation and relax without any problems.
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The given introductory fragment of the book Organization of tourism business: technology for creating tourism products (L. A. Mishina) provided by our book partner - the company liters.
Chapter 2. The procedure for forming a travel company
2.1. Development of constituent documents. Registration of a travel company. Charter of the company
In accordance with the provisions of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation,” a tour operator company must be registered as a legal entity, and a travel agent company can be registered as a legal entity or as an individual entrepreneur.
Let's consider Features of the formation of tour operator and travel agency firms. A tour operator company (tour operator) is commercial organization. In accordance with paragraph 2 of Art. 50 of the Civil Code of the Russian Federation, a tour operator can be created in the form business partnerships and societies, production cooperatives, state and municipal unitary enterprises. The most practical and optimal would be to create a tour operator in the form of a limited liability company (LLC) or in the form of a joint stock company (CJSC or OJSC). The activities of a tour operator (creation, reorganization and liquidation), as well as the requirements for constituent documents, are regulated by the Civil Code of the Russian Federation; the mechanism of action of a particular tour operator is prescribed in Federal laws (Federal Law of February 8, 1998 No. 14-FZ “On Limited Liability Companies” and Federal Law of December 26, 1995 No. 208-FZ “On joint stock companies»).
Regardless of the form of formation of the tour operator, he is obliged to develop constituent documents, which include the charter of the company and the constituent agreement. In accordance with paragraph 1 of Art. 52 of the Civil Code of the Russian Federation, a legal entity acts on the basis of a charter, or a constituent agreement and charter, or only a constituent agreement. If the founder of the tour operator is one person, then such a legal entity acts on the basis of the charter approved by this founder. The requirement for the constituent documents of a legal entity is to include the following information:
1) name of the legal entity;
2) its location;
3) the procedure for managing its activities;
4) other information required by law for legal entities of the corresponding type (clause 2 of article 52 of the Civil Code of the Russian Federation).
In the constituent agreement, the founders undertake to create a legal entity, determine the procedure for joint activities for its creation, the conditions for transferring their property to it and participation in its activities. The constituent agreement also specifies the conditions and procedure for the distribution of profits and losses between the founders, management of the activities of the tour operator and the withdrawal of the parties to the agreement from the founders.
Limited Liability Company. A company founded by one or more persons, the authorized capital of which is divided into shares, and the size of these shares is determined by the constituent documents, is recognized as a limited liability company; participants of such a company are not liable for its obligations and bear the risk of losses associated with the activities of the company, within the value of the contributions they made (clause 1 of Article 87 of the Civil Code of the Russian Federation).
In accordance with paragraph 3 of Art. 7 of the Federal Law “On Limited Liability Companies” the number of participants in the company should not be more than fifty.
The constituent documents of an LLC are the memorandum of association and the charter, provided that there is more than one founder. If an LLC is founded by one person, then the constituent document is only the charter approved by this person.
In accordance with paragraph 1 of Art. 12 of the Federal Law “On Limited Liability Companies” in the constituent agreement, the founders of the company undertake to create a company and determine the procedure for joint activities to create it. The Articles of Association define the following:
1) composition of the founders (participants) of the company;
size 2 authorized capital company and the size of the share of each of the founders of the company;
3) the size and composition of deposits;
4) the procedure and timing for making these contributions to the authorized capital of the company upon its establishment;
5) liability of the founders (participants) of the company for violation of the obligation to make contributions;
6) conditions and procedure for distribution of profits between the founders (participants) of the company;
7) the composition of the company’s bodies and the procedure for the withdrawal of company participants from the company.
The charter of a limited liability company must contain the following items:
1) full and abbreviated company name of the company;
2) information about the location of the company;
3) information about the composition and competence of the company’s bodies, including issues that constitute the exclusive competence general meeting participants of the company, on the procedure for making decisions by the company's bodies, on issues on which decisions are made unanimously or by a qualified majority of votes;
4) information on the size of the authorized capital of the company;
5) information about the size and nominal value of the share of each participant in the company;
6) rights and obligations of company participants;
7) information about the procedure and consequences of the withdrawal of a company participant from the company;
8) information on the procedure for transferring a share (part of a share) to authorized capital society to another person;
9) information on the procedure for storing the company’s documents and on the procedure for the company to provide information to the company’s participants and other persons;
10) other information that does not contradict the legislation of the Russian Federation (clause 2 of article 12 of the Federal Law “On Limited Liability Companies”).
Joint-stock company (OJSC and CJSC). A company whose authorized capital is divided into a certain number of shares is recognized joint stock company. Participants in a joint stock company (shareholders) are not liable for its obligations and bear the risk of losses associated with the activities of the company, within the limits of the value of the shares they own (Clause 1, Article 96 of the Civil Code of the Russian Federation). In accordance with paragraph 1 of Art. 98 of the Civil Code of the Russian Federation, between the founders of a joint-stock company in writing an agreement on the creation of a joint stock company must be concluded. This agreement determines the procedure for the founders to carry out joint activities to create a company, the size of its authorized capital, the categories of shares issued and the procedure for their placement and other conditions provided for by the Federal Law “On Joint-Stock Companies”.
In accordance with paragraph 1 of Art. 7 of the said federal law, a joint stock company can be open or closed, which, in turn, is reflected in its charter and corporate name.
A joint stock company, the participants of which can alienate shares belonging to them without the consent of other shareholders, is recognized open joint stock company(JSC). Such a joint stock company has the right to carry out an open subscription for the shares it issues and their free sale under the conditions established by law and other legal acts.
An open joint stock company is obliged to annually publish for public information an annual report, balance sheet, and profit and loss statement. Number of shareholders open society not limited.
A joint stock company, the shares of which are distributed only among its founders or other predetermined circle of persons, is recognized closed joint stock company (CJSC). Such a company does not have the right to conduct an open subscription for the shares it issues or otherwise offer them for acquisition to an unlimited number of persons (clause 2 of article 97 of the Civil Code of the Russian Federation; clause 3 of article 7 of the Federal Law “On Joint-Stock Companies”).
Shareholders of a closed joint stock company have a pre-emptive right to purchase shares sold by other shareholders of this company. The number of shareholders of a closed company should not exceed fifty.
The constituent document of any joint stock company (CJSC or OJSC) is the company’s charter approved by the founders (clause 3 of article 98 of the Civil Code of the Russian Federation; clause 1 of article 11 of the Federal Law “On Joint Stock Companies”).
According to paragraph 3 of Art. 11 Federal Law “On Joint Stock Companies” The charter of a joint stock company must contain the following points :
1) full and abbreviated company names of the company; location of the company;
2) type of society (open or closed);
3) the number, par value, categories (ordinary, preferred) shares and types of preferred shares placed by the company;
4) rights of shareholders - owners of shares of each category (type);
5) the size of the authorized capital of the company;
6) the structure and competence of the company’s management bodies and the procedure for their decision-making;
7) the procedure for preparing and holding a general meeting of shareholders, including a list of issues, decisions on which are taken by the company’s management bodies by a qualified majority of votes or unanimously;
8) information about branches and representative offices of the company;
9) other provisions provided for by this Federal Law and other federal laws.
Company registration. In accordance with Art. 13 Federal Law “On Limited Liability Companies” and Art. 13 Federal Law “On Joint-Stock Companies”, a tour operator, regardless of what type of legal entity he chooses, must be registered with the body carrying out state registration of legal entities in the manner established by Federal Law of August 8, 2001 No. 129-FZ “On state registration legal entities and individual entrepreneurs."
State registration is carried out by the federal executive body authorized to carry out this activity in the manner established by the Constitution of the Russian Federation and the Federal Constitutional Law of December 17, 1997 No. 2-FKZ “On the Government of the Russian Federation”.
In accordance with paragraph 1 of Art. 13 Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, state registration of legal entities is carried out by registration authorities at the location of the permanent executive body, in the absence of a permanent executive body - at the location of another body or person authorized to act on behalf of the legal entity without a power of attorney.
According to Art. 12 Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, in order to register a tour operator company, it must be submitted to the registration authority following documents: 1) application for state registration. The application form is approved by the Government of the Russian Federation. It must be signed by the applicant, and the signature must be notarized, passport data (another identification document) and taxpayer identification number must be indicated. The application must confirm the following:
a) the submitted constituent documents comply with the requirements established by the legislation of the Russian Federation for the constituent documents of a legal entity of a given organizational and legal form;
b) the information contained in the constituent documents and other documents submitted for state registration, as well as in the application for state registration, is reliable;
c) the creation of a legal entity is carried out in compliance with the procedure for their establishment established for legal entities of this organizational and legal form, including payment of the authorized capital ( authorized capital, share capital, share contributions) at the time of state registration;
d) issues of creating a legal entity in cases established by law are agreed upon with the relevant government agencies and (or) authorities local government;
2) a decision on the creation of a legal entity in the form of a protocol, agreement or other document in accordance with the legislation of the Russian Federation;
3) constituent documents of a legal entity (originals or notarized copies);
4) an extract from the register of foreign legal entities of the relevant country of origin or other proof of equal legal force of the legal status of the foreign legal entity - the founder;
5) a document confirming payment of the state duty (according to Article 3 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, a state duty is paid for state registration in accordance with the legislation on taxes and fees).
The procedure for submitting documents to the registration authority must comply with those established by law (Article 9 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). All documents required for registration are provided directly to the registration authority or sent by mail with a declared value and an inventory of the contents. The day the registration authority receives the documents is the date they are provided. The registration authority issues a receipt confirming receipt of documents within the period established by law, indicating a list of documents and the date of their receipt. Within 5 working days, he makes a decision on registering a company (Clause 1, Article 8 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). The decision made by the registration authority on state registration is the basis for making an entry on the registration of a legal entity in the Unified Register of Legal Entities (Clause 1, Article 11 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). In accordance with paragraph 2 of Art. 11 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, the entry by the registering authority of an entry about a legal entity into the appropriate register constitutes registration of a legal entity.
Basic steps when creating a legal entity:
1) holding a general meeting of founders. The founders must decide to create a legal entity, determine the organizational and legal form, name, elect General Director(directors);
2) signing the constituent agreement and writing the Charter of the company (based on the Federal Law “On Limited Liability Companies” or the Federal Law “On Joint-Stock Companies”);
3) opening a savings account. The founders or a person with a power of attorney come to the bank, bring the protocol on the creation of a legal entity, the charter, the constituent agreement, passports and copies of passports, fill out an application for opening an account and deposit 10,000 rubles, after which they receive a notification about opening an account;
4) payment of state duty (2000 rubles);
5) writing an application in the prescribed form;
6) notarization of the applicant’s signature;
7) filing an application with the tax authority at the location of the executive body of the future legal entity.
The following documents are attached to the application:
1) the decision to create in the form of a protocol;
2) constituent documents (Charter, Memorandum of Association);
3) document confirming payment of state duty.
5 days after submitting the application, a certificate of state registration of the legal entity is received (issued personally to the applicant).
Formation of a travel agent company. The procedure for forming a travel agent company (travel agent), which is a legal entity, is identical to the procedure for forming a tour operator and is carried out in accordance with the Civil Code of the Russian Federation and the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”.
The procedure for forming a travel agent registering as an individual entrepreneur is carried out in accordance with the same laws.
To register an individual entrepreneur, an individual must provide the registration authority with the following documents provided for in paragraph 1 of Art. 22.1 Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, which include:
1) application for state registration signed by the applicant. The application form is approved by the Government of the Russian Federation;
2) a copy of the applicant’s main document (if the individual registered as an individual entrepreneur is a citizen of the Russian Federation). If an individual registered as an individual entrepreneur is not a citizen of the Russian Federation, or his identity documents do not comply with the established rules of law, then copies of documents are provided in accordance with paragraphs. c, d, e, f, g, paragraph 1, art. 22.1 Federal Law “On state registration of legal entities and individual entrepreneurs”;
3) a copy of a document established by federal law or recognized in accordance with an international treaty of the Russian Federation as an identification document of a foreign citizen registered as an individual entrepreneur (if the individual registered as an individual entrepreneur is a foreign citizen);
4) if an individual registered as an individual entrepreneur is a minor, then it is necessary to provide notarized consent of the parents, adoptive parents or trustee to carry out entrepreneurial activity an individual registered as an individual entrepreneur, or a copy of the marriage certificate of an individual registered as an individual entrepreneur, or a copy of the decision of the guardianship and trusteeship authority or a copy of the court decision declaring an individual registered as an individual entrepreneur fully capable;
5) document confirming payment of state duty.
The procedure and deadline for an individual to submit documents to the registration authority is similar to the procedure and deadline for registering a legal entity.
Based on the decision made by the registration authority and its entry into the Unified State Register For individual entrepreneurs, the company is considered registered and, therefore, has the right to engage in travel agency activities.
2.2. Basic conditions for the organization to carry out tour operator and travel agency activities
The main condition for organizations and enterprises to carry out tour operator or travel agency activities before January 1, 2007 was the availability of a license for the relevant type of activity. License- this is a special permit to carry out a specific type of activity with mandatory compliance licensing requirements and conditions issued by the licensing authority to a legal entity or individual entrepreneur (Article 2 Federal Law dated August 8, 2001 No. 128-FZ “On licensing individual species activities"). In accordance with Art. 17 of the Federal Law “On licensing of certain types of activities,” which is the basis of the legislative framework, licensing of tour operator and travel agency activities was included in the list of activities that require a license. Amendments made on December 29, 2006 to paragraph 6 of Art. 18 Federal Law “On licensing of certain types of activities”, abolished licensing of these types of activities from January 1, 2007.
Licensing has been replaced by new requirements that ensure regulation of activities in the field of tourism by the state. Federal Law No. 12-FZ of February 5, 2007 “On Amendments to the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation” led to significant changes in the system of education of travel companies and their functioning that had developed over previous years. The main goal of the innovations provided for by this law is to strengthen the protection of the rights and legitimate interests of citizens and legal entities.
The innovations affected, first of all, enterprises and organizations engaged in tour operator activities.
The issue of licensing has caused numerous discussions both among politicians and among tour operators themselves. During these discussions, the weaknesses of the changes made to the law were noted, which include the lack of regulation of the activities of tour operators and travel agents by the state, the often unbearable amount of financial responsibility, a decrease in the quality of service and services provided, and wide opportunities for fraud in this area. The amount of financial support can only afford enough large companies, while smaller companies will have to exit the market. But, on the other hand, given the number of travel agencies that exist nowadays, such “cleaning” can sometimes be useful. But still, the rather modest number of companies that actually have such amounts leads to gloomy thoughts.
Lack of control from higher authorities can lead to a deterioration in the quality of service and the emergence of fraud.
Tour operator – legal entity. According to Art. 1 and art. 4.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, an enterprise or organization carrying out activities on the territory of the Russian Federation to form, promote and sell a tourism product (tour operator) must be registered as a legal entity in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs” " In other words, from the moment the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation” came into force tour operator- this is necessarily a legal entity, and therefore, all individual entrepreneurs previously engaged in tour operator activities must be re-registered and re-registered as legal entities no later than June 1, 2007.
Financial support. In accordance with Art. 17.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, legal entities that have financial support. Financial support– this is either a civil liability insurance contract for non-fulfillment or improper fulfillment of obligations under an agreement on the sale of a tourism product, or a bank guarantee of fulfillment of obligations under an agreement on the sale of a tourism product. The meaning of this innovation comes down to ensuring proper fulfillment by the tour operator of obligations under all contracts for the sale of a tourism product concluded with tourists and (or) other customers directly by the tour operator or on his behalf by travel agents.
The tour operator concludes a civil liability insurance contract at its own expense with any insurance company that is registered on the territory of the Russian Federation and has the right to carry out civil liability insurance activities for non-fulfillment or improper fulfillment of obligations under the contract. The object of the tour operator's liability insurance is property interests that are associated with the risk of an obligation to compensate for damage to third parties. Insurance case- this is the fact of establishing the obligation of the tour operator to compensate a third party for real damage arising as a result of non-fulfillment or improper fulfillment of obligations under the contract for the sale of tourism products, during the validity period of the tour operator’s liability insurance agreement. In accordance with Art. 17.6 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, the tour operator’s civil liability insurance contract must contain the following clauses:
1) determination of the insurance object;
2) determination of the insured event;
3) the amount of the insured amount;
4) validity period of the insurance contract;
5) the procedure and deadline for paying the insurance premium;
6) the procedure and period for notification by a third party of the insurer about the occurrence of an insured event;
7) the procedure and deadline for a third party to submit an application for payment of insurance compensation under the tour operator’s liability insurance contract directly to the insurer;
8) a list of documents that a third party must submit to substantiate its claims to the insured for compensation for actual damage;
9) consequences of non-fulfillment or improper fulfillment of obligations of insurance entities.
The tour operator's liability insurance contract, by agreement of the parties (tour operator and insurer), may define other rights and obligations.
Any bank, other credit organisation or Insurance Company, which are registered in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, can be a guarantor under a bank guarantee of the tour operator’s fulfillment of obligations under the contract for the sale of a tourism product.
The amount of financial support is fixed in Art. 17.2 Federal Law “On state registration of legal entities and individual entrepreneurs”.
Duration of financial security is indicated in the insurance contract or in a bank guarantee and cannot be less than one year (Article 17.3 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”). The tour operator's liability insurance contract cannot be terminated in advance, and the bank guarantee issued to the tour operator by the guarantor cannot be revoked (Article 17.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”).
Unified Federal Register of Tour Operators. The next condition for an organization to carry out tour operator activities is the need to enter information into the Unified Federal Register.
The register is maintained by the federal executive body in the field of tourism.
In the specified registry according to Art. 4.1 Federal Law “On the fundamentals of tourism activities in the Russian Federation” must contain the following information about the tour operator:
1) full and abbreviated names in Russian; if in the constituent documents of the tour operator its name is indicated in one of the languages of the peoples and (or) in a foreign language - also the name of the tour operator in this language;
3) information about the founders of the tour operator;
4) series, number and date of issue of the document confirming the fact of making an entry about a legal entity carrying out tour operator activities in the unified state register of legal entities;
5) series, number and date of issue of the certificate of registration in tax authority, taxpayer identification number;
6) last name, first name and patronymic of the head of the legal entity carrying out tour operator activities;
7) the amount of financial security, number, date and validity period of the civil liability insurance contract for non-fulfillment or improper fulfillment by the tour operator of obligations under the contract for the sale of a tourism product or a bank guarantee for the fulfillment of obligations under the contract for the sale of a tourist product, the name of the organization that provided financial security;
8) sphere of tour operator activity (international tourism, domestic tourism, international and domestic tourism);
9) addresses (locations) and postal addresses structural divisions tour operator carrying out tour operator activities.
The basis for entering information about a tour operator into the Unified Federal Register is an application from the tour operator containing the information to be entered. The main requirements for the application are:
1) drawn up in writing;
2) certified by the signature of the head of the tour operator (or a person representing the tour operator);
3) the applicant’s passport data (or data of another identification document in accordance with the legislation of the Russian Federation) is indicated.
Along with the application, originals or notarized copies of documents are provided that would confirm the information about the tour operator required for inclusion in the register.
The decision to enter information about a tour operator into the Unified Federal Register or to refuse entry is made by the federal executive body in the field of tourism within 5 days from the receipt of the application and all necessary documents. The basis for refusal to enter information about a tour operator into the register may be unreliable information about the tour operator or a discrepancy between the amount of financial support required on the basis of “On the Fundamentals of Tourism Activities in the Russian Federation.”
At least once a year, the federal executive body in the field of tourism publishes in state periodicals and places and updates on the Internet website the following information about the tour operator included in the register:
1) full and abbreviated names;
2) address (location) and postal address;
3) taxpayer identification number;
4) the amount of financial security, number, date and validity period of the tour operator’s liability insurance contract or bank guarantee, name, address (location) and postal address of the organization that provided the financial security;
5) addresses (locations) and postal addresses of the structural divisions of the tour operator carrying out tour operator activities.
If information about a tour operator entered in the register changes, the updated data is posted by the federal executive body in the field of tourism on its website on the Internet within 3 business days from the date of receipt. If desired, the tour operator has the right, on the basis of an appropriate application, to receive from the federal executive body in the field of tourism a certificate of entry of information about it into the Unified Federal Register.
Thus, the main conditions that allow organizations to carry out tour operator activities are:
1) registration of a legal entity, in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”;
2) availability of financial security;
3) entering data about the tour operator into the Unified Federal Register.
With the adoption of the Federal Law “On Amendments to the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation,” changes also occurred in the organization of the work of travel agencies engaged in travel agency activities. The changes provided for by the said Federal Law (financial support and entering data into the register) do not apply to travel agents carrying out activities to promote and sell a tourist product. In addition, with the abolition of the procedure for obtaining a license, many requirements and conditions for carrying out travel agency activities disappeared. In accordance with this legislation in the field of tourism, this type of tourism activity can be engaged in by any legal entity or individual entrepreneur registered in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs,” regardless of the formation and staffing of the company. The main condition for the implementation of activities for the promotion and sale by a travel agent of a tourist product generated by a tour operator is an agreement between the travel agent and the tour operator. In this case, the tour operator, and not the travel agent, bears responsibility for failure to fulfill obligations under the contract for the sale of tourism products to a third party. According to many tour operators, it is often various problems and troubles occur through the fault of the travel agent.
2.3. Certification of tourism product
Certification- this is a form of confirmation by the certification body of compliance of objects with the requirements of technical regulations, provisions of standards, sets of rules or terms of contracts (Article 2 of the Federal Law of December 27, 2002 No. 184-FZ “On Technical Regulation”).
Certification is carried out by a certification body, which is a legal entity or individual entrepreneur, accredited (officially recognized by the accreditation body as competent to perform work in a certain area of conformity assessment) in the prescribed manner to perform certification work. Certification is carried out according to specially developed schemes.
The result of the certification procedure is that the applicant receives a certificate of conformity issued by the certification body.
Certificate of conformity– a document certifying the object’s compliance with the requirements of technical regulations, provisions of standards, sets of rules or terms of agreements (Article 2 of the Federal Law “On Technical Regulation”).
Because the tourism product- this is a set of transportation and accommodation services provided for a total price (regardless of the inclusion in the total price of the cost of excursion services and (or) other services) under an agreement on the sale of a tourism product, then the issue of certification of a tourism product is considered on the basis of legislation on certification of services (Article 1 Federal Law “On the fundamentals of tourism activities in the Russian Federation”).
Before the adoption of the Federal Law “On Technical Regulation”, certification of a tourism product was a mandatory procedure, and the provision of a certificate of compliance of tourist services with safety requirements was one of the main conditions for obtaining a license for tour operator or travel agency activities. From the date of entry into force of the Federal Law “On Technical Regulation”, services are not subject to mandatory confirmation of compliance. Based on clause 2 of Art. 46 Federal Law “On Technical Regulation”, mandatory confirmation of conformity is carried out only in relation to products. According to paragraph 1 of Art. 21 of the same law, works and services are subject to voluntary confirmation of compliance.
Voluntary confirmation of compliance of a tourist product– this is a voluntary documentary certification of compliance of the provision of services with the requirements of technical regulations, the provisions of standards or the terms of contracts (Article 2 of the Federal Law “On Technical Regulation”).
The procedure for confirming the conformity of a tourism product is carried out for the following purposes::
1) certification of compliance of services with technical regulations, standards, and terms of contracts;
2) service security control for environment, life, health and property of consumers;
3) assistance to purchasers in the competent choice of services;
4) increasing the competitiveness of services in Russian and international markets;
5) creation of conditions to ensure the free movement of goods across the territory of the Russian Federation, as well as for the implementation of international economic, scientific and technical cooperation and international trade.
Thus, today certification of a tourism product is not mandatory, but voluntary and is carried out in accordance with the Rules for Certification of Works and Services in the Russian Federation, approved. Decree of the State Standard of Russia of August 5, 1997 No. 17.
Work on certification of tourist and excursion services is carried out in accordance with the List of tourist services and services of accommodation facilities, their characteristics and regulatory documents for compliance with the requirements of which certification is carried out (Letter of the State Standard of the Russian Federation dated August 14, 2000 No. YuG-110-19/2558 " On the certification of tourist services and accommodation services"). The said List is enshrined in the same letter.
The objects of certification in the field of tourism are tourism services and services of accommodation facilities, which are provided by a travel company, regardless of what legal form and form of ownership its owners chose during registration (Letter of the State Standard of the Russian Federation “On the certification of tourism services and services of accommodation facilities”).
According to the List of tourism services and accommodation services, the following components of the tourism product may be subject to voluntary confirmation of compliance:
1) tour operator services for organizing domestic tourism;
2) services of a tour operator for organizing outbound tourism;
3) services of a tour operator for organizing inbound tourism;
4) travel agent services;
5) separate services of a tour operator and travel agent (for inbound and domestic tourism);
6) training in the basics of tourism and mountaineering skills;
7) organization of excursions (for inbound and domestic tourism);
8) services of hotels and similar accommodation facilities, services of specialized accommodation facilities.
In accordance with paragraph 1 of Art. 21 of the Federal Law “On Technical Regulation”, voluntary confirmation of compliance is carried out at the initiative of the applicant. The conditions for the conformity confirmation procedure are determined by an agreement between the applicant and the certification body.
The responsibilities of the certification body include:
1) carrying out confirmation of conformity of objects subject to voluntary confirmation of conformity;
2) issuance of certificates of conformity for objects that have passed voluntary certification;
3) granting applicants the right to use the mark of conformity, provided that the use of the mark of conformity is provided for by the voluntary certification system;
4) suspension or termination of the certificates of conformity issued by this body.
The procedure for voluntary confirmation of conformity or voluntary certification is carried out in the manner prescribed by the Rules for Certification of Works and Services in the Russian Federation.
First of all, the applicant submits an application for certification to the body for voluntary confirmation of conformity with its area of accreditation. Within one month, the certification body must review the application and make a decision on the application and notify the applicant of its decision. The message about the decision must contain the basic conditions of certification provided for by the Letter of the State Standard of the Russian Federation “On the certification of tourist services and accommodation services”, indicating the certification scheme.
Certification scheme(certification method) is a certain set of actions officially accepted or established as evidence of product compliance with specified requirements. When certifying tourism services and accommodation services, the 2nd, 4th and 5th certification schemes are used (Table 4).
Table 4
Certification schemes
Scheme 2. It is used for services whose quality and safety are determined by the stability of the service delivery process. Using this scheme, the process of providing tourism services is assessed, the results of the services are checked and the process is monitored during inspection control.
Scheme 4. According to this scheme, the organization (enterprise) that provides services is assessed for compliance with the established requirements of state standards. Based on the results of the assessment, an organization (enterprise) can be assigned a certain category (restaurant class, hotel star, etc.).
Scheme 5. The quality system is assessed during inspection control of services. The quality system assessment using Scheme 5 is carried out by an expert in quality system certification in accordance with regulatory documents. This scheme is used for certification of potentially dangerous services (medical, tourism, passenger transportation, etc.). The next stage of the voluntary confirmation of compliance procedure is to assess the compliance of services with established requirements.
Requirements for services in the tourism sector, as a rule, represent a set of specific standards applicable to a particular area. In the field of tourism, the most used are the following State Standards:
1) Interstate standard GOST 30335-95/GOST R 50646-94 “Services to the public. Terms and definitions" (put into effect by Decree of the State Standard of the Russian Federation dated March 12, 1996 No. 164);
2) GOST R 50690-2000 “Tourist services. General requirements"(put into effect by Decree of the State Standard of Russia dated November 16, 2000 No. 295-st);
3) GOST R 50644-94 “Tourist and excursion services.
Requirements for ensuring the safety of tourists and excursionists" (entered into force on July 1, 1994);
4) State standard RF GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements" (adopted by Decree of the State Standard of the Russian Federation dated July 9, 1998 No. 286);
5) GOST R 50681-94 “Tourist and excursion services.
6) GOST 28681.3-95 “Tourist and excursion services.
Requirements to ensure the safety of tourists and excursionists.”
The main requirements for a tourism product for voluntary certification, in accordance with established standards, are:
1) safety of life and health;
2) safety of property of tourists and excursionists;
3) environmental protection.
After carrying out the procedure for assessing the compliance of tourism services and accommodation facilities with the established requirements, the certification body makes a decision to issue a certificate of conformity, draws it up and registers it. If the results of the inspection are negative, the certification body makes a decision to refuse to issue a certificate of conformity and notifies the applicant about this refusal, indicating the reasons this decision. In the latter case, the company is given a period for corrective measures. After these activities, subject to their positive assessment, the certification body issues a certificate of conformity to the applicant and carries out further procedures in accordance with the law.
2.4. The procedure for liquidating a travel company
Liquidation of a tour operator. The liquidation of a company carrying out tour operator activities is carried out in accordance with the rules for the liquidation of a legal entity established by the Civil Code of the Russian Federation and the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”.
The liquidation of a tour operator company means the termination of a legal entity without the transfer of rights and obligations by way of succession to other persons (Clause 1 of Article 61 of the Civil Code of the Russian Federation).
Liquidation of a legal entity can be voluntary or forced.
In accordance with paragraph 2 of Art. 61 Civil Code of the Russian Federation voluntary liquidation tour operator is made on the basis of a decision of its founders or a body of this travel agency authorized by the constituent documents to make such decisions. After the constituent meeting has made a decision to liquidate the previously formed tour operator company, the founders or the authorized body are obliged, in accordance with Art. 20 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, within 3 days, inform in writing about your decision to the registration authority at the location of the liquidated legal entity, attaching the decision on liquidation. Based on the decision received from the founders, the registration authority enters into the Unified State Register of Legal Entities information that the company is in the process of liquidation. The next step is the founders of the tour operator or the authorized body who made the decision to liquidate the tour operator, in accordance with clause 3 of Art. 20 of the above law, must notify the registration authority of the formation of a liquidation commission or the appointment of a liquidator, as well as the preparation of an interim liquidation balance sheet. From the moment the liquidation commission is appointed, the powers to manage the affairs of the tour operator company are transferred to it.
Liquidation of a tour operator in accordance with Art. 63 of the Civil Code of the Russian Federation is carried out in the following order:
1) liquidation commission publishes in the press, which publishes data on the state registration of a legal entity, information on the liquidation of a travel agency and on the procedure and deadline for filing claims by its (legal entity) creditors. This period cannot be less than 2 months from the date of publication. The commission takes measures to identify creditors and receive receivables, and also notifies creditors in writing of the liquidation of the legal entity;
2) after the end of the period for submitting claims by creditors, the liquidation commission draws up an interim liquidation balance sheet. It contains information about the composition of the property of the liquidated travel agency, the list of claims presented by creditors, as well as the results of their consideration. The interim liquidation balance sheet is approved by the founders (participants) of the tour operator or the body that made the decision to liquidate the legal entity;
3) if available from the liquidated tour operator cash are insufficient to satisfy the claims of creditors, the liquidation commission sells the property of this legal entity at public auction in the manner established for the execution of court decisions;
4) payment sums of money creditors of a liquidated legal entity is carried out by the liquidation commission in the order of priority established by Art. 64 of the Civil Code of the Russian Federation, in accordance with the interim liquidation balance sheet, starting from the date of its approval, with the exception of creditors of the fifth priority, payments to whom are made after a month from the date of approval of the interim liquidation balance sheet;
5) after completing settlements with creditors, the liquidation commission draws up a liquidation balance sheet, which is approved by the founders (participants) of the legal entity or the body that decided to liquidate the tour operator;
6) the tour operator’s property remaining after satisfaction of the creditors’ claims is transferred to its founders (participants) who have proprietary rights to this property or rights of obligation in relation to this legal entity, unless otherwise provided by law, other legal acts or constituent documents of the legal entity;
7) the liquidation of a legal entity is considered completed, and the legal entity is considered to have ceased to exist after making an entry to this effect in the Unified State Register of Legal Entities.
In accordance with paragraph 1 of Art. 21 Federal Law “On state registration of legal entities and individual entrepreneurs”
To register in connection with the liquidation of a legal entity, the following documents must be submitted to the registration authority:
1) an application for state registration signed by the applicant in the form approved by the Government of the Russian Federation. The application must confirm that the procedure for liquidating a legal entity established by federal law has been followed, settlements with its creditors have been completed, and issues of liquidation of the legal entity have been agreed upon with the relevant government bodies;
2) liquidation balance sheet;
3) document confirming payment of state duty;
4) a document confirming submission to the territorial body Pension Fund Russian Federation information in accordance with subparagraph. 1-8 p. 2 tbsp. 11 of the Federal Law “On individual (personalized) registration in the compulsory pension insurance system.”
In addition to the fact that a tour operator company can be liquidated in accordance with a decision made by the founders or an authorized body, situations may arise when the liquidation of a travel agency (legal entity) occurs by a court decision. In this case we're talking about on forced liquidation. Thus, the basis for the forced liquidation of a legal entity is a court decision.
The court may decide to liquidate a tour operator in the event of gross violations of the law committed during its creation, if these violations are irreparable; carrying out activities without proper permission (license) or activities prohibited by law or with repeated or gross violations law or other legal acts; or in the systematic implementation of public or religious organization(association), charitable or other foundation for activities that contradict its statutory goals, as well as in other cases provided for by the Civil Code of the Russian Federation.
Liquidation of a legal entity declared insolvent (bankrupt) is carried out in accordance with the Civil Code of the Russian Federation and Federal Law of October 26, 2002 No. 127-FZ “On Insolvency (Bankruptcy)”.
Liquidation of a travel agent. Since a company engaged in travel agency activities can be registered in the form of a legal entity or an individual entrepreneur, the procedure and rules for liquidating a travel agent will depend on the form of registration. The liquidation of a travel agent – a legal entity – is identical to the liquidation of a tour operator discussed above. Liquidation of a travel agent - an individual entrepreneur - is carried out in accordance with the Civil Code of the Russian Federation, the Federal Law "On State Registration of Legal Entities and Individual Entrepreneurs", as well as the Federal Law of October 26, 2002 No. 127-FZ "On Insolvency (Bankruptcy)" upon recognition of an individual entrepreneur bankrupt.
In accordance with paragraph 1 of Art. 22.3 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, when an individual ceases to operate as an individual entrepreneur, the following documents must be submitted to the registration authority:
1) an application for state registration signed by the applicant in the form approved by the Government of the Russian Federation;
2) a document confirming payment of the state duty;
3) a document confirming the submission of information to the territorial body of the Pension Fund of the Russian Federation in accordance with subparagraph. 1-8 p. 2 tbsp. 11 of the Federal Law “On individual (personalized) registration in the compulsory pension insurance system.”
In conclusion, it should be noted that any travel company is liquidated only after the registration authority has made a corresponding entry in the Unified Register of Legal Entities or Individual Entrepreneurs.
2.5. Fundamentals of business planning and the specifics of its implementation in travel companies
One of the main conditions for the successful development and existence of any enterprise, any commercial endeavor is the creation and implementation of a business plan. Planning as the basis of a company’s life has long and firmly taken its position in economic sciences and practical application at the level of each specific enterprise.
A business plan is drawn up so that the company can start its activities - receive subsidies, investments from possible investors, and open a line of credit. In this case it is the main financial document future organization, which the management will adhere to in the future. A business plan is also created in existing companies to introduce any innovation or new business idea and in this case, additional capital investments from third-party sources and the attraction of our own internal reserves may be required. To avoid disproportionate, excessive spending of the organization’s funds, a business plan is drawn up taking into account all possible deviations in market conditions, the minimum and maximum fluctuations of the main financial indicators, characteristic of a company operating in a certain market segment.
In order for the business plan to truly reflect the existing situation, it could be quickly and promptly revised under the influence of prevailing factors and be sufficiently viable in tough times. competition, it is compiled with the participation of specialists from various fields, who, in turn, must also correctly and adequately respond to the processes occurring in the market environment. Both the company’s administration and potential investors must correctly and objectively evaluate financial position the company, its place in the competitive environment, the segment it occupies in the market. The goals that an enterprise strives for must have a very specific focus. Achieving these goals is a step-by-step process, each step of which is planned and executed in strict accordance with the business plan. However, if any force majeure circumstances or sudden market changes occur, the business plan can be revised and adjusted. A well-written business plan will withstand such changes.
A business plan is a document in which calculations and descriptions of the financial future of the company are made, the goals and objectives set for it, possible problems that will have to be encountered in the process of achieving the desired goals, probable and most optimal ways to overcome difficulties are analyzed. In other words, a business plan can be called a calculation, cost calculation, the ratio of probabilistic costs and profits. Equally important is a comprehensive analysis of the competitive environment. As a result, the business plan should provide answers to the questions of investors who risk their own funds.
Drawing up a business plan is the first step to creating a new business entity after having a specific business idea. A business plan requires a comprehensive review and analysis of the situation by professional specialists, people involved in the production of goods and services, mid-level specialists who are well versed in the proposal under consideration and are quite capable of bringing competent and innovative ideas.
The main stages of business planning are choosing the type of activity, justifying this choice as the most logical and appropriate in a given situation, the most realistic and available methods implementation of these activities, mechanisms for implementing projects, comprehensive economic assessment costs and benefits that will arise in the process.
Business planning is mainly focused on considering one specific idea that needs to be put into practice and begin its development. This may not be a new direction of activity, but a different embodiment of it, for example, the adoption by management of a different management tactic economic activity or a new company strategy. A business plan usually has a very clearly defined time frame, which is also explained by the attraction of borrowed capital. Investors, for the most part, do not seek to delay investment projects, so the issue of receiving dividends is raised quite sharply and is strictly regulated. Upon expiration of the agreed deadlines, the company submits a report on the work done, on the degree of compliance of the real state of affairs in the organization with the indicators stated in the business plan. And based on this report, investors can decide to continue or stop financing.
IN market conditions each business plan provides answers to the most typical questions, which reflect its future financial and economic performance. What type of product or service is going to be offered? new company to the market, and what the possible demand for them will be. What production resources are needed for this, their costs and sources of their receipt. Methods of distribution of goods and services offered, likely prices, competitive component. Possible income of the company, distribution of profits between participants in the business project, dividends to investors. And what will be the economic indicators of the company, how to evaluate them and possible ways optimizing them.
To answer these questions as accurately as possible, in the process of drawing up a business plan, it is necessary to accurately represent the existing situation on the market, to have reliable and most complete data, such as:
1) possible market for the product;
2) demand for the goods and services offered;
3) the presence or absence of competitors and assessment of their position in this market segment;
4) the presence and absence of suppliers, their reliability;
5) market saturation;
6) decline or rise in production;
7) fashion, seasonality or the presence of any other economic factors that could significantly affect the operation of the enterprise;
8) location of the enterprise and associated transport and logistics costs;
9) the need to create structural divisions and additional offices;
10) characteristics of the vertical of power;
11) the minimum number of employees that will be required to perform the functions of the enterprise;
12) the possibility of increasing or reducing staff, the wage fund, the presence of a fixed-term contractual relationship or a permanent one;
13) planning the timing of the company’s fulfillment of its obligations under the business plan and financial and economic assessment of the business project.
Most business plans are built according to a single scheme, although significant deviations from accepted standards are possible. In general, a business plan consists of several sheets of text, tabular information or graphic objects that consistently reveal to the investor the possible benefits of investing in a given project. The scope and detail of a business plan entirely depend on the wishes of its drafters, the company’s management, and are often determined by the specifics of each company. But the main condition of each business plan is its conciseness and presentation of the most important, summary provisions for each part. This allows you to quickly assess strengths project, its advantages and features. However, before drawing up a condensed draft business plan, a more detailed one is usually made, from which the most attractive, from the point of view of its drafters, points and conclusions are subsequently highlighted.
A typical business plan consists of several characteristic sections:
1) title page, where the name of the organization appears, its location, legal address, founders of the project;
2) introductory part or introduction, where the main provisions of the project, its essence and cost are described;
3) industry analysis, which describes the specifics of the work, the current situation on the market, opportunities for its development, proposed markets, marketing research, competitor analysis;
4) material part the project consists of an analysis of the products or services produced, the required production base, and the required personnel;
5) technological part describes the process of production of goods or services, intended suppliers, contractors or partners, assortment, range of goods or services produced, possible volumes;
6) marketing plan represents the calculation of expected prices, possible distribution channels, advertising, target audience;
7) organizational plan– list of founders, form of activity of the enterprise, information about partners or shareholders, the extent of their responsibility, governing bodies, powers assigned to each of them, organizational structure firms;
8) financial plan provides for the organization's income and expenses, cash flows and receipt of funds, balance sheet plan, payback point, procedure for using and distributing income;
9) risk assessments include analysis of strengths and weaknesses project, the likelihood of unforeseen factors that could significantly worsen the operation of the enterprise and financial and economic indicators, possible ways to overcome crisis situations, alternative ways of developing the enterprise, the degree of reliability of suppliers and partners;
10) in application a list of main documents is indicated.
However, any business plan can go beyond this framework and be presented in a different form that most fully reflects its features.
As for a travel company, standard forms are applicable for drawing up a business plan. The tourism business is characterized by a number of features that should be reflected in the plan.
Tourism in general is seasonal, and the same applies to a travel agency. This circumstance must be taken into account when writing a business project; it is necessary to take into account the possibility of changing the main profile of the company’s activities during the “non-seasonal” period, during a lull and a decline in the flow of clients.
It is also necessary to take into account that tourism (travel) is not a basic human necessity. They, rather, belong to the class of, if not luxury goods, then at least purchases that are made in the presence of some excess income, therefore the demand for the services of a travel company directly depends on the standard of living of the population and its solvency.
The changing factor is the fashion for certain specific tours or countries. Significant changes in this part can seriously complicate the position of a travel company, which, for example, has long-term contracts with tour operators operating in a specific area. In addition, when a travel company is targeting outbound tourism, complications of a political nature may arise if, suddenly, the host country finds itself in a difficult situation, for example, riots, coups, military actions or natural disasters begin. This is perceived extremely negatively by potential clients, and the company has to urgently cancel already booked tours, establish connections in a new region, or even return tourists who have already left. All this affects the image of the travel company, its client base, and ultimately, on profitability and payback.
The peculiarities of working in the tourism business include the need for close cooperation with numerous government agencies, with employees of passport and visa services, foreign organizations and consulates, various insurance and medical institutions.
At the same time, organizing a tourism business allows you to get by with a minimum production costs: a travel company does not need large premises, a large staff and a large number of fixed assets, but marketing research plays an important role, which helps to understand the trends in the development of the tourism business, determine the target audience and travel destinations. In the process of conducting marketing research and analyzing the competitive environment, it is possible to more clearly specify the price frames and the main features of the future advertising campaign. For this purpose, methods of oral questioning of the population and filling out questionnaires are usually used.
Based on the information material obtained as a result of the analysis of the sales market, it is possible to determine the probabilistic costs and expenses, as well as the profitability of the future travel company.
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Content
Introduction
Section 1. Specifics of the work of a travel agency
- General characteristics of the travel agency
Job responsibilities of a travel agency manager
Organization of work of travel companies with tour operators
Rules for the work of travel company personnel with clients
2.1 The work of a travel agency manager
2.2 Job description manager for receiving and processing orders
2.3 Ethics of the HR manager as component business ethics
Section 3. Consolidation of professional primary skills of a travel agency manager
3.1 Working day of a travel agency manager
3.2 Interview with travel agency manager
Conclusion
Introduction
Tourism is one of the most important strategic sectors for the development of the economy of Kazakhstan.
Tourism and travel are an integral part of the hospitality industry. Travel is the main topic of tourism. Differences in time, distance, location, purpose and length of stay are all just distinctive elements of tourism. In general, tourism is a multi-purpose phenomenon that simultaneously combines elements of adventure, the romance of distant travels, a certain mystery, visiting exotic places and, at the same time, the earthly concerns of entrepreneurship, health issues, personal safety and the safety of property.
Tourism plays a major role in the global economy, providing a tenth of the world's gross national product. This branch of the economy is developing rapidly and will become its most important sector in the coming years.
Professional practice is an essential component educational process. It helps to consolidate and expand the knowledge acquired during the training process, allows you to acquire professional skills for independent work in departments of the enterprise, provides familiarization with the organization of production and the work of the enterprise, and acquaintance with the workforce.
The internship was completed at the Oasis-1 travel agency.
The purpose of the practice is this work presents an analytical report on the internship at this enterprise.
The purpose of the report is to diagnose the work performed during the internship, complete practical tasks assigned during the internship and solve them.
The object of the study is the characteristics of the organization’s activities in the tourism services market.
The subject of the study is the activities of the travel agency “Oasis-1” in Astana.
Section 1. Specifics of the work of a travel agency
1.1 General characteristics of the travel agency
Travel agency "Oasis-1" is located at Astana, st. Zheltoksan 48/1.
The travel agency was founded in 1996.
Over the past years of successful work, the agency’s employees have become the highest professionals in their field. As a travel agency, we have earned ourselves a good name and a reliable, positive reputation. The travel agency has diplomas and certificates that officially confirm the recognition of the company as a conscientious and successful company. The company's clients know highest quality provided by the travel agency and come to them again and again, not wanting to change the travel agency.
The mission of the Oasis-1 travel agency is to develop the tourism and hotel business in Kazakhstan, bring the Kazakh hospitality industry to a level that meets international standards, increase the investment attractiveness of this sector of the Kazakh economy, and satisfy consumers of tourism and hotel services to the fullest extent possible.
The company's strategy is to create a multifunctional tourism operator providing a full range of tourism and hotel services.
Effective implementation of the company's strategy allows us to mitigate risks and increase profits, constantly improving the quality of services provided.
Organizational management structure
The organizational structure of the enterprise is shown in the figure.
The management structure of the travel agency "Oasis-1" is a linear-functional management structure.
Rice. 1 - Agency organizational structure
Responsibilities among the company's employees are distributed as follows. The director concludes contracts, gets acquainted with market innovations, participates in conferences, negotiates agency affairs; is the main manager of financial resources; controls and coordinates the work of the agency, controls all management decisions at all levels of the agency, makes decisions on hiring or dismissing employees, develops programs for improving intra-industrial relations.Sales managers work in specific areas.
All accounting is done money job at the enterprise, draws up and monitors the execution of contracts, carries out all cash and cash transactions, maintains all accounting documentation and financial statements.
1.2 Job responsibilities of a travel agency manager
The responsibilities of a travel agency manager include contacts with travel agencies, market marketing, during which he finds the most profitable companies in terms of payment, timing and quality of work; interaction with airlines to purchase air tickets; contacts with the insurance agent; the receiving party. He conducts conversations with clients, books air tickets and a hotel for them, arranges insurance and all the necessary documents. The manager of a travel agency must know a lot of information about the country to which he sends people, and sometimes be able to provide information on issues unknown to him. To avoid this, there is a division within the company when the manager leads only one or several countries, while he periodically goes on study tours, during which he studies the sights of the country and its hotels.
In tourism, more often than in other areas, various “production” inconsistencies and force majeure circumstances occur due to the illiterate work of cooperating companies and due to circumstances beyond anyone’s control. The plane may not take off, tourists may not be released by particularly strict customs, as, for example, in Israel, the receiving party may “forget” to meet tourists who, in a new country for them, not knowing the language, will be completely disoriented; the airline may place parents and their small child on separate planes and the like. Therefore, a manager must have high resistance to stress and be able to quickly resolve the current situation without leaving the working rhythm. Often people working in such companies are “fanatics” of this field and will not leave to work in another field even for a higher salary.
Managers working in tour operating companies: develop routes, draw up excursion programs and plans for entertainment events; book hotel rooms, buy tickets for regular flights and organize charter flights; negotiate with the receiving party; handle insurance and visa processing; create tour packages; enter into contracts with travel agencies; participate in advertising campaigns; When conflict situations arise, they contact representatives of the receiving party and try to resolve them in favor of the client.
The responsibilities of a travel agency manager include: receiving calls, consulting (including over the phone), market research and selecting a tour in accordance with the client’s requests, interaction with managers from tour operator companies, drawing up an agreement with the client.
70% of the working time in a travel agency is spent communicating with clients. A closed, complex, taciturn person will not be able to sell a single trip. You need to be cheerful, attentive and charming. A professional describes the beauty of an overseas resort and knows how to listen to the client.
It is very important for a manager to be able to quickly resolve a negative situation without losing the working rhythm. After all, the problem of one tourist should not affect others.
Often, when traveling on promotional tours, in just a week you need to inspect a lot of hotels, their rooms, infrastructure, evaluate excursion programs, and explore the sights of the country. Here you need to have not only a tenacious memory, but also write everything down and structure your observations. This will come in handy later when questions from meticulous clients start pouring in.
The manager of a travel agency must know: regulatory legal documents regulating the implementation of tourism activities; basics of marketing and advertising; geography of countries of the world; foreign language(or languages); requirements for placing orders; rules for preparing travel documentation (contracts, vouchers, insurance policies, etc.); ethics business communication; technology for processing orders using computers.
The responsibilities of the tourism manager include interaction with airlines, contacts with insurance and advertising agencies. This specialist should not only know, but also be able to tell the client interestingly about the country to which the trip is planned. For tourism business workers, not only organization and communication skills are important, but also high resistance to stress and the ability to quickly resolve force majeure situations.
1. The manager (agent) of a travel agency belongs to the category of technical performers.
2. Appointment to the position of tourism manager and dismissal from the position are made by order of the head of the organization.
3. The tourism manager must know:
geography of countries of the world;
the procedure for drawing up agreements and concluding contracts for the implementation of tours;
rules for booking tickets and services;
schemes for working with hotels, inns, carrier companies (air, rail, bus, cruise, etc.), and other organizations;
basics of tourism law;
foreign language.
rules for preparing tourist documentation (tourist packages, vouchers, insurance policies, etc.);
methods of information processing using modern technical means of communication and communications, computers;
reporting methods.
4. Job responsibilities:
offer the client the available choice of recreation options, give recommendations and advice on choosing vacation spots, advise the client about the characteristics of the socio-demographic, natural and climatic conditions of the vacation spot;
conduct mini-advertising of the chosen place, describe its advantages and benefits;
provide guides, maps, diagrams, area plans;
enter into an agreement for the provision of tourist services;
organize interaction with transport companies, hotels and travel agencies;
give the necessary recommendations on compliance with safety rules in the country (region) of residence;
prepare the necessary travel documents.
5. The tourism manager has the right:
get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance job responsibilities;
submit proposals for improvement of work related to the responsibilities provided for in these instructions for consideration by management;
demand from management to ensure organizational and technical conditions and execution of established documents necessary for the performance of official duties.
1.3 Organization of work of travel companies with tour operators
The preparation and sale of tours are carried out by tourist and excursion organizations - tourist bureaus, travel agencies, travel agencies, etc. From the point of view of the type of entrepreneurship in the tourism market, all tourist and excursion organizations can be divided into travel agencies and tour operators.
The terms “travel agent” and “tour operator” define the direction of business activity of a travel company or company.
Tour operators are engaged in the packaging of a tourist product, that is, the formation, promotion and implementation of a set of services (tours). A tour operator (called a tour organizer in some countries) produces differentiated tourism products from component services in accordance with the needs and wishes of clients.
A travel agent sells a tourist product to a client in the form of complexes (inclusive tours) or in the form of a free set of services (custom tours).
The tour operator develops tourist routes, saturates them with services through interaction with service providers, ensures the functioning of tours and the provision of services, prepares advertising and information publications for its tours, calculates prices for tours, transfers tours to a travel agent for their subsequent sale to tourists.
A travel agent promotes tours created by a tour operator: purchases tours from the tour operator and sells them to the consumer. The travel agent adds to the purchased tour the travel of tourists from their place of residence to the first accommodation point along the route, from the last accommodation point on the route and back.
The main market function of travel agencies and tour operators is to connect service providers with tourist clients. What is important here is the correct choice of service providers, based on professional knowledge of the tourism market, business, features and levers of its management.
Tourist enterprises perform supply, service and warranty functions.
The component function is the compilation of a tour from individual services for a receptive tour operator; packaging of combined tours from receptive tours for an initiative tour operator; compiling tour packages with transport and some other types of services for the travel agent.
The service function is servicing tourists on routes, as well as in the office when selling tour packages.
The guarantee function is the provision of guarantees to tourists for pre-paid tourist services in a specified quantity and at a specified level.
According to international law, the enterprise that created and sold the package of services to the tourist bears full responsibility for the service, regardless of whether it provides these services itself or is provided by a third party (service provider).
Typically, a tour operator is a larger company than a travel agent, which has a head tour operator office and several branches - an agent network. Many large tour operators have agent networks around the world. Moreover, regardless of the presence of its own agent network, the tour operator enters into agency agreements with independent travel agencies for the sale of its tours. The more travel agent partners a tour operator has, the more countries and regions they are located in, the wider the sales volumes and, accordingly, the more tourists, the higher the profit, the more successful the business.
Travel agents and tour operators can have various forms of ownership - private, state, joint stock.
The main differences between a tour operator and a travel agent are:
1. Income system. The tour operator buys a tourism product and its profit is formed from the difference between the purchase price and the sale price. Often, a tour operator purchases individual services, from which it then forms a complex tourism product with its own pricing mechanism. A travel agent acts as retailer and his profit is formed from commissions for the sale of someone else's tourism product. A travel agent sells a tourist product (including individual services, for example, air tickets, hotel rooms) at real prices of tour operators or service providers.
2. Belonging to the tourism product. The tour operator always has a supply of tourism product for sale, and the travel agent requests a specific product (service) if the client expresses purchasing interest.
In everyday practice, it can be difficult to define a clear difference between a tour operator and a travel agent, since both types of firms can solve similar problems. Of course, a tourism enterprise can be both a travel agent and a tour operator. For example, a company develops routes as a tour operator and sells them to tourists and other agencies. At the same time, the same company, as a travel agent, purchases tours from other companies and sells them to tourists.
Tour operators play a leading role in tourism, since it is they (unlike travel agents) who are involved in the formation of basic and additional services into a single tourism product, which is then sold to consumers through an agent network.
The functions of a tour operator in the market practically coincide with the activities of wholesale trade enterprises. It purchases significant volumes of services from tourism industry enterprises (hotels, restaurants, etc.), compiles their own tour programs from them and sells them through intermediaries (travel agents) or directly to consumers.
The intensive development of the tourism industry, the emergence and intensification of competition influenced the structure of tour operators and predetermined their further specialization.
By type of activity there are:
Mass market operators selling a large number of holiday packages that often involve charter flights to specific destinations (mainly mass tourism destinations);
Specialized operators who specialize in a certain product or market segment (in a certain country, in a certain type of tourism, etc.). In turn, specialized operators are divided into tour operators:
A) special interest (for example, sports and adventure tourism, organizing safari in Africa, etc.);
b) a special destination (for example, England, France, etc.);
c) a certain clientele (youth, business tours, family tours, etc.);
d) special accommodation places (for example, holiday homes, tourist centers, etc.);
e) using a certain type of transport (air transport, ships, trains, buses).
By place of activity there are:
Local (domestic) operators targeting tour packages within the country of origin;
Outbound operators targeting tour packages to foreign countries;
Reception operators based in the destination (destination country) and serving incoming foreign tourists for the benefit of other operators and agents.
In addition, in a more general sense of tour operating, it is customary to divide tour operators into proactive and receptive.
Initiative tour operators are operators who send tourists abroad or to other regions by agreement with receiving (reception) operators or directly with tourism enterprises. Their difference from travel agencies engaged exclusively in the sale of other people's tours is that they are engaged in the packaging of a tourist product, consisting (according to the standards of the World Tourism Organization) of at least three services: accommodation, transportation of tourists and any other service not related to the first two.
A classic proactive tour operator creates complex itinerary tours, combining them with the services of local tour operators in different places of visit (along the route), provides transportation to the starting point of the trip and back, and organizes the provision of intra-route transport. Such tour operators include outbound tour operators and domestic tour operators engaged in sending domestic tourists to other regions of their country.
Reception tour operators are reception tour operators, component tours and service programs at the place of reception and service of tourists, using direct contracts with service providers (hotels, catering establishments, leisure and entertainment establishments, etc.). This form of tour operating includes tour operators at the reception and internal tour operators who also serve their citizens at the reception.
Let's consider the composition of the main functions of a tour operator.
1. Studying the needs of potential tourists for tours and tourism programs.
2. Drawing up promising service programs, tours and testing them on the market in order to identify compliance with the needs of tourists.
3. Interaction on a contractual basis with:
Hotels - to provide tourists with accommodation;
Catering establishments - providing food to tourists;
Transport enterprises, firms and companies - to provide transport services to tourists;
Excursion companies, museums, exhibition halls, parks and other institutions - to provide tourists with
Firms providing various household services - for appropriate services to tourists;
The administration of sports facilities - on the opportunity for tourists to use sports facilities;
Managers of show, film, video, theater enterprises - for tourists to visit them;
Directorates of nature reserves, wildlife sanctuaries, gardening, hunting and fishing farms - in order to provide tourists with recreation and services in the specified area;
Local municipal authorities - on the subject of public relations of their business, focused on the consumer and the environment.
Interaction with tour service providers should be both prospective and ongoing. There should be constant development of new and monitoring of existing tours and tourist programs.
4. Calculation of the cost of a tour, trans-tour and determination of the price taking into account the market situation. Establishing tariffs and prices for our services for organizing tours of different composition, class, etc.
5. Providing tourists traveling along tour routes with all necessary advertising and souvenir materials, special equipment and inventory.
6. Preparation, selection and assignment to routes of personnel performing the functions of contact with tourists, coordination and control over the implementation of service programs (tour guides, instructors, animators, methodologists, etc.).
7. Advertising and information activities to promote your tourism product to consumers.
8. Promotion and sale of tours to consumers through the travel agency system.
9. Control over reliability and quality of service.
10. Constant operational communication with tourists during service, resolution of emerging issues.
1.4 Rules for the work of travel company personnel with clients
When organizing service technology, the psychological climate of interaction between tourists and service personnel and taking into account the psychological aspects of the tourist’s perception of services and the technology for their provision are important. This means that the personal interests of the tourist and their emotional attitude towards him are put in the foreground.
In this regard, we can determine general recommendations for service technology on tours:
A welcome souvenir for every tourist. Moreover, unlike hotel services, where such a souvenir can even be a candy on a pillow, on tours the subjectivity of the souvenirs requires elaboration: for business tours - business brochures, souvenir samples of products of interest, pennants, etc.; for folklore tours - small souvenirs of a national character; for all tours - booklets, maps, as well as issuing specially designed diplomas, certificates, and badges about the route traveled to tourists after completing the tours.
Availability of a variety of booklets, badges, postcards on the subject of the tour.
Organization of a relaxation evening on one of the days with a video program about the area of the tour.
Freeing clients from any organizational problems (burdensome organizational concerns of any nature, long reception, ordering transport tickets, theater tickets, waiting for all kinds of services, etc.)
Optimal service in terms of compliance of all types of services with the level and theme of the tour.
Full service compliance with customer needs:
Targeted targeting of tours;
Advance coordination of service programs;
Flexibility of programs, the ability to replace certain services if necessary.
Full information about the service program and additional services.
Supply of buses (or other Vehicle, used for domestic transportation) audio cassettes with recordings of national and light music for playback during long journeys.
Lack of bias in service (unobtrusiveness of services). A travel company has one main desire - to please tourists.
Rationality of service content: there should be exactly as many services as needed; too little - boring, too much - oversaturation tires tourists.
Rules for receiving and working with visitors
Rule 1. The appearance of a manager must correspond to his functions. The employee must correspond to his functions. The employee must always be in good shape: with neat hair, well-groomed hands, and daytime makeup. Clothing should be functional and discreet.
Rule 2. It is necessary to establish contact with the client. Already upon entering the office, he should feel that he is being cared for. When a visitor appears, you must interrupt the conversation with your colleague. If the manager is busy talking with another client, it is necessary to let the person entering know that his arrival was noticed. To do this, he can be asked to sit down and wait in a place specially designated for such a case, equipped with information literature.
Rule 3. Personnel must always be correct. Don't forget to say hello and smile. You cannot refer to being busy, allow yourself to show impatience: look at your watch or hint at the bus or commuter train schedule.
Rule 4: Customers must be remembered. If the client contacts the manager not for the first time, it is necessary to show that he was recognized. If the client is a foreigner, it is advisable to say a few words in his native language.
Rule 5. A smile is the main weapon. Contact with a client begins with a smile. This is not only a tribute to politeness, but also a sign of disposition towards the client, willingness to deal with his problems, as well as an indicator of the success of the company’s affairs and satisfaction from work.
Rule 6. Maintain contact with the client. Coming to the company is his solo. During a conversation, it is necessary to listen to the interlocutor, take into account his opinion, convince without excessive persistence, control the tone of the conversation, speak not too quickly and not too slowly, try to use simple words, and not use special terms unnecessarily.
Rule 7. React quickly. Any client request to provide information of interest must be fulfilled clearly and quickly. Do not forget to give him your business card or a company business card with your name so that the client can communicate with you. Responding quickly also means responding with a phone call to a letter or fax you receive.
Rule 8. The client must be involved in solving the problem. The way to solve it is through dialogue. A question like “How can we help you?” will help you see the problem from a different angle. While showing a willingness to help, a manager must clearly define for himself what he is capable of doing. The ability to say “no” is also an art.
Rule 9. When talking with a client, you need to monitor your gestures, try more than once
etc.................
It is no secret that when a travel agency client, purchasing a tour, receives well-prepared documents and complete information about the tour, he feels more comfortable and trusts the chosen agency more. Also, a travel agency, having spent considerable money on attracting this client to itself, retaining complete information about him, can later use it to re-attract the old client to himself. It is known that the costs in this case are four times lower than the initial ones!
An important component of the success of any company cannot be overlooked - financial management and planning. Stable development of a travel agency and the absence of financial turmoil are the cherished dreams of many companies. How to achieve this? Systematized management of work with clients, suppliers and internal work of the company gives the desired result.
How can you achieve systematization of company management? The answer is quite simple - through the introduction of modern automated control technology.
Modern technologies nowadays can be bought ready-made and implemented, that is, adjusted to suit yourself. The cost of implementation depends on the complexity of the system. To begin with, you can implement a simple and inexpensive automated accounting system. For example, a system for promptly entering information about customer applications (orders), extracting all necessary documents (reservation sheet, contract, TOUR-1 or sanatorium-resort voucher, invoice, receipt:), promptly receiving sales reports. Further, you can complicate the system by adding prompt reservations, accounting for mutual settlements with suppliers, and communication with the accounting department.
It is possible to immediately install a unified accounting system, both operational and financial, and in two aspects - managerial and accounting. Using flexible separation of access rights and information visibility, managers have access to only their part of the system, and accountants have access to their part. Naturally, company managers see all the information and can monitor the work of managers from their computer. Since the operational entry of information is carried out in a single system, it is clear who is working and how: the number of entered applications, confirmed, paid by the client, paid to the supplier, closed, income for each application. Through system reports, the manager sees the performance of each manager and department. Details can be set for each tourist and each component of the tour. For any client you can see the history of his requests and payments.
In a single system, managers can immediately see whether their application has been paid or not, and the amount of payment. The accounting department immediately receives the original information and does not waste time re-entering the same data. All information is divided according to access rules, and the manager will not see unnecessary information. Accordingly, there is no need to separate databases, which inevitably leads to input errors, sluggishness and resulting problems.
After the main tasks of systematic management of a travel agency have been solved - managing work with clients, with suppliers and the internal activities of the company, you can begin to expand the system.
Ultimately, all the necessary information is printed out in a beautiful form. Clients will be issued the entire set of necessary documents, suppliers will be given the relevant reports, and for the state, all reports in the established form will be printed.
Even the latest technology in a company must be constantly improved after its implementation so as not to become obsolete. Therefore, the control system must be flexible and customizable so that it can be improved from within. The 1C:Enterprise system, on which the standard 1C-Rarus:Travel Agency solution is built, is an open and flexible system. Using a powerful built-in programming language and the ability to communicate with any external systems, you can build an automated control system of any complexity.
PC "SAMO-TourAgent" - agency automation
Automation of the work of travel agencies usually comes down to operational accounting of tours ordered by tourists, completed payments with clients and partners, and printing of all necessary documents.
To automate an individual travel agency, it is necessary to use software based on the use of a database that accumulates all operational data in a single repository. This is necessary to receive reports on the agency's work at any given time. In addition to the database, it is also necessary to have a program with a convenient user interface, acceptable operating speed, and configuration of system parameters related to the company’s activities. Such parameters primarily include the text and appearance of printed documents generated on the basis of working data, as well as the ability to manage access rights to various system data.
With the automation of network agencies, the situation is somewhat more complicated. From a legal point of view, network agencies can have different types: one company with several sales offices, a network of individual agencies under a common logo (franchisees): The management of network agencies periodically needs operational reporting on the activities of the entire network. Such reporting can only be provided if all data is stored in a single repository.
The technical side of network agency automation must, in a certain sense, be intertwined with the look of the network. If it is quite easy to automate a separate agency by connecting it to the server of a single database of the central office via Internet channels, then it is impossible to do this with a franchisee. Communication problems with the database server will immediately lead to paralysis of the work of an individual agency. In the case of a franchisee, this is a disruption to one company's operations due to another company's problems. The solution is only possible by using a local working database in a separate office, which eliminates the dependence of the agency’s work on the operation of the data transmission channel, with copying of all entered data to the central office (the data transmission channel is used quite rarely compared to a permanent connection - once an hour, once a day, frequency chosen by the parent company). But behind the advantages there are also disadvantages. The central office server stores a single database collected from individual agencies. The central office can only passively monitor the agency's work. Technically, it is very difficult to implement active behavior of the central office in relation to the subsidiary.
It is much better to automate sales points of one company using a central database and constant communication channels with the server. This network construction allows you to manage data (applications, payments, access rights, etc.) much more efficiently, and receive work reports (if you have the necessary access rights) in any office.
I would also like to say something about setting up printed forms for the automation program. The fact that each individual agency has its own text of the contract with the client already forces the program to have a flexible tool for customizing all printed forms. Printed forms should be customizable to the point where it is no longer necessary to write anything by hand on documents.
On this moment"SAMO-Soft" company has developed several types software for the automation of travel agencies, implementing all the above technological aspects: for an individual travel agency - this is the software package (PC) "SAMO-TourAgent" for an agency with several points of sale - the PC "SAMO-TourAgent SQLNet" for a network of individual agencies associated with the central office - PC "SAMO-TourAgent SQLHybrid".
The last two options use a more powerful MS SQL Server 2000 DBMS. Compared to the MS Access option (for individual agencies), a database of this format allows you to operate with a large volume of information at significantly higher speeds.
FastReport is a tool included in software systems"SAMO-TourAgent" is intended for creating reports and printed forms and contains a visual designer (i.e. a designer with various components) to change existing ones (font settings, static text) and create your own printed forms.
Despite the apparent complexity of the technologies used to create the complex, the end user works with a convenient, easy-to-understand program interface; all technical aspects of the work are hidden from the user’s eyes. Once configured, the program then works with its database without distracting agency managers from their work.
