Project Instructions
Project Overview
Assume that you are the area manager of three branches of ‘Amazing Holidays’ travel agencies on the Sunshine Coast, QLD. Your responsibilities include the delivery of an exceptional service experience to all clients across three branches. The branches are located in Coolum Beach, Mooloolaba and Maroochydore, and have a long-established reputation in the marketplace for quality and service.
Part 1
Build Business Relationships
Strong customer relationships are essential in today’s modern business world. One of the most important, and often neglected, ways to achieve this is by establishing excellent relationships with all stakeholders, i.e. customers and suppliers.
Throughout Project 1, you are required to complete a report (minimum 750 words) that describes how as the area manager you would establish, conduct and maintain business relationships, in a manner that promotes goodwill and trust between Amazing Holidays and its customers and suppliers.
Include in your response a description as to who Amazing Holidays customers and suppliers are.
Part 2
Conduct Negotiations and Foster and Maintain Business Relationships
One of the biggest problems in the customer service exchange is the common assumption that everyone has the same needs, expectations and behavioural patterns, when in fact; the actions and reactions of people are a result of their cultural conditioning and therefore may differ.
Throughout this project you are required to complete a report (1000 word) discussing the following:
1. The value of cultural awareness for both the customer and the service provider. (250 words)
2. How to best negotiate travel arrangements when dealing with a customer from another country or culture. (500 words)
3. Support your response to Question 2 with three examples that are travel / tourism related. (250 words)
Make Formal Business Agreements and Foster and Maintain Business Relationships
1. You have been approached by a Mr and Mrs John Gould to book a cruise holiday for themselves and their 17 year old twin girls.
Throughout this project, as the senior travel consultant, you are required to complete an invoice, complete with terms and conditions, by following Steps a and b.
a. Using the ‘agreement in principle’, draft a formal written business agreement which incorporates the following details*:
• Parties to the agreement
• All relevant timeframes pertaining to the agreement (e.g. start date, ending date)
• All relevant terms and conditions (e.g. costs involved, product/service standards)
• Any specific legal stipulations (e.g. Financial penalties for breaches of the agreement)
• Names/signatures
b. Refer to the Booking and Passage terms and conditions for P&O Cruises on the pages below
2. Using the invoice you prepared in Part 1 complete the following request.
Mr Gould has just approached you (76 days prior to departure) as he has been notified of a promotional fare that will decrease the current amount that he has paid for his cruise. As Mr Gould already has already requested cabins and based on the P&O Cruise terms and conditions, briefly discuss the impact that making adjustments to the above ‘agreement in principle’ will have on Mr Gould if he wishes to proceed with the changes.
Ensure that you include the financial impact.
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