Reporteport On Riy Tours And Travels 106a6

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CHAPTER 1

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

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Tourism is an important source of income for many countries. It brings large amounts of income into a local economy in the form of payment for goods and services needed by tourists, ing for 30% of the world’s trade of services and 6% of overall exports of goods and services. It also creates opportunities for employment in the service sector of the economy associated with tourism. Travel and tourism is an important field. Riya Travels, founded by GMJ Thampy in 1982 has gone on to become the biggest travel house in India. By 1984, this company got approvals from the Government of India (Ministry of Labour ). The company is powered by a team of experts, knowledgeable and experienced professionals of diverse fields who use the best and the most innovative practices in human resource assistance and overseas recruitment. The significance of the study is that the study was conducted to learn the organization structure and the different departments of the organization. In short this study was conducted to get familiarized with the dynamics of the organization .Organization is one of the inevitable part of business and management, there for the study of organizational structure ,management process, functions etc, are very significant as far as present trend, is concerned with the fast moving industrial revolution. It gives specific knowledge about the overall working environment and the organization morale. A study of this type will be helpful for the prospective managers in involving new ideas with potential dimensions and enabling them to take appropriate managerial decisions.

1.2SCOPE OF THE STUDY

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The scope of the study is limited to Riya Travel and Tours India PVT LTD ltd in detail. The recommendations in this study are only subjected to Riya Travel and Tours, Calicut branch. The organizational study was intended to provide industrial exposure to the student and bridge the gap between industry and industry people. The study covers the various departments of Riya Travel and Tours and was intended for a period of one month. This report covers the details of the departments in which the student could get access and interact with responsible executives.

1.3OBJECTIVES The following specific objectives have been set for the study: 

To familiarize with the management frame work of Riya Travel and Tours,



Calicut branch. To have an overall study of the company and to familiarize with the

 

functions of various departments of Riya Travel and Tours. To understand the operation of travel agency and tourism industry. To understand the service as a product.

1.4 LIMITATIONS  Since the study was conducted in one district only, the findings cannot be extrapolated for the whole Kerala.  Interviewing the people especially on their busy work schedule was difficult to some extent.

1.5 CHAPTER SCHEME CHAPTER -1: This chapter includes Introduction, Scope of the study, Objectives, Limitations and Chapter scheme.

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CHAPTER -2: This chapter includes Industry Profile, Company Profile, Product/ service/ Function relevant to topic, Manpower Profile, Company Performance, Related Information on the topic chosen for study, Financial structure and performance, Stakeholders and Suppliers. CHAPTER -3: This chapter includes observation about Production Department, Human resource department, Marketing and sales department and Finance department. CHAPTER- 4: This chapter includes SWOT analysis, 7S model by Mckinsey, , Discussion and Implications. CHAPTER-5: This chapter includes Conclusion.

CHAPTER II

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INDUSTRY PROFILE AND COMPANY PROFILE

2. 1 INDUSTRY PROFILE Tourism is an important source of income for many countries. It brings large amounts of income into a local economy in the form of payment for goods and services needed by tourists, ing for 30% of the world’s trade of services and 6% of overall exports of goods and services. It also creates opportunities for employment in the service sector of the economy associated with tourism. Travel and tourism is an important field. A travel agency is a private retailer or public

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service that provides travel and tourism related services to the public on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways and package tours. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located. ORIGINS The modern travel agency first appeared in the second half of the 19 th century. Thomas cook, in addition to developing the package tour, established a chain of agencies in the last quarter of the 19th century, in association with the midland railway. The first ever tour organized was from Loughborough to Leicester carrying 500 engers-12 miles journey for 1 shilling. They not only sold their own tours to the public, but in addition, represented other tour companies. Other British pioneer travel agencies were dean and Dawson, the polytechnic touring association and the co-operative wholesale society. The oldest travel agency in the United States is Brownell travel; on July 4, 1887, Walter .T. Brownell led ten travelers on a European tour, setting sail from New York on the SS Devonia. Travel agencies became more commonplace with the development of commercial aviation, starting in the 1920s. Originally, travel agencies largely catered to middle and upper class customers, but the post- war boom in mass-market package holidays resulted in the proliferation of travel agencies on the main streets of most British towns, catering to a working class clientele looking for a convenient way to book overseas beach holidays. OPERATIONS A travel agency’s main function is to act as an agent, selling travel products and services on behalf of a supplier. Consequently, unlike other retail businesses, they do not keep a stock in hand. A package holiday or a ticket is not purchased

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from a supplier unless a customer requests that purchase. The holiday or ticket is supplied to the agency at a discount. The profit is therefore the difference between the d price which the customer pays and the discounted price at which it is supplied to the agent. This is known as the commission. In many countries, all individuals or companies that sell tickets are required to be licensed as a travel agent. In some countries, airlines have stopped giving commissions to travel agencies. Therefore, travel agencies are now forced to charge a percentage or a standard flat fee, per sale. However, some companies pay travel agencies a set percentage for selling their product. Major tour companies can afford to do this, because if they were to sell a thousand trips at a cheaper rate, they would still come out better than if they sold a hundred trips at a higher rate. This process benefits both parties. It is also cheaper to offer commissions to travel agents rather than engage in advertising and distribution campaigns without using agents. Other commercial operations are undertaken, especially by the larger chains. These can include the sale of in-house insurance, travel guide books and public transport timetables, car rentals, and the services of an on-site bureau de change, dealing in the most popular holiday currencies. A travel agent is disappeared with the mass market package holiday and some agency chains seemed to develop a ‘holiday supermarket’ concept. Agency income The travel agencies principal source of income was commissions paid for bookings of car rentals, cruise lines, hotels, railways, sightseeing tours, tour operators etc. A fixed percentage of the main element of the price is paid to the agent as a commission. Travel agencies also receive a large variety of bonuses, benefits and other incentives from travel and tourism related companies as inducements for travel agents to promote their products. The customer is normally not made aware of how much the travel agent is earning in commissions and other benefits. Other sources of income are the sale of insurance, travel guide books, public transport timetables and money exchange.

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Insurance The majority of travel agents have felt the need to protect themselves and their clients against the possibilities of commercial failure either their own or a supplier’s. They will the fact that they are surely bonded, meaning in the case of a failure, the customers are guaranteed either an equivalent holiday to that which they have lost or if they prefer, a refund. Many British and American agencies and tour operators are bonded with the International Air Transport Association (IATA). TRAVEL AGENCIES IN THE 21ST CENTURY With general public access to the Internet, many airlines and other travel companies began to sell directly to engers. As a consequence, airlines no longer needed to pay the commissions to travel agents on each ticket sold. Since 1997, travel agencies have gradually been disinterred mediated, by the reduction in costs caused by removing layers from the package holiday distribution network. However, travel agents remain dominant in some areas such as cruise vacations where they represent 77% of bookings and 73% of packaged travel. Travel agencies have developed an internet presence of their own by creating travel websites, with detailed information and online booking capabilities. Travel agents have dynamic packaging tools to provide fully bonded travel at prices equal to or lower than a member of the public can book online. As such, the agencies financial assets are protected in addition to professional travel agency advice. All travel sites that sell hotels online work together with GDS, suppliers and hotels directly to search for room inventory. Once the travel site sells a hotel, the site will try to get a confirmation for this hotel. Once confirmed or not, the customer is ed with the result. This means that booking a hotel on travel website will not necessarily result in an instant confirmation. Significance of tourism Tourism is an important source of income for many countries. Its importance was recognized in the manila declaration on world tourism of 1980 as “an activity

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essential to the life of nations because of its direct effects on the social, cultural, educational and economic sectors of national societies and on their international relations. Tourism brings in large amount of income into a local economy in the form of payment for goods and services and 6% of overall exports of goods and services. It also creates opportunities for employment in the service sector of the economy associated with tourism. The service industries which benefit from tourism include transportation services such as accommodations, including hotels and resorts; and entertainment venues such as amusement parks, casinos, shopping malls, music venues and theatres.

2.2 COMPANY PROFILE RIYA TRAVEL & TOURS INDIA PVT Riya travel is one of the leading overseas manpower companies of India, renowned or providing recruitment and placement in almost all prominent fields throughout the world. The company has 30 years of experience, baked by a team of dedicated professionals and numerous satisfied customers. Under the guidance of our chairman Mr. GMJ Thampy, the company has grown tremendously, making a prestigious name in the industry. Started off in 1980 as an enterprising trave

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group has kicked off to be one of India’s leading travel organizations today. Having over three decades of experience in the travel industry Riya group has expanded all over the country with 45offices and 3 overseas in the U.S with over 1500 professionals to assist. The Riya travel potential is dedicated to help travelers not only to plan out but also book exciting trips and much more. The mission as an organization is to create inspiring and meaningful experiences that connect people and places together. Airline ticketing is being their core activity. The epitome of high quality services and timely deliveries has won Riya recognition and laurels from various quarters. With the of their customers the company continued to be recognized for the consistent and outstanding performance that sets apart from their competitors making the most preferred option when we think of travelling. MISSION AND VISION The company is committed to improving the quality of life in communities where it operates according to the customer’s needs. In the business of cut throat competition, foresight has always been its key strength, along with the ability to deliver the best. Unlike the saying “Expect the Unexpected” the company believes and works towards the credo of “Expect the Expected…”

AWARDS & ACCOLADES Apart from much-achieved acknowledgement, the company has reaped a host of prestigious awards, distinctions and certificates from various airlines and industry suppliers. Numerous awards and accolades mainly from the airline fraternity have been presented to company over the years. GROUP OF COMPANIES



Riya Travel Expert Riya Travels

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    

Riya Travel and Tours Riya Institute of Hospitality Riya Holidays Riya Connect Riya Marine Travel

 RIYA TRAVELS Located in the posh suburban heart of Mumbai, Riya Travels has been renowned as a premier consultancy company in overseas manpower management. Dedicated professionals and countless satisfied customers back Riya Travels, a one of its kind with over 30 years of experience and having all over India. At Riya they work with a commitment of ‘Expect the Expected’, providing the customers the best service possible. The trained professionals analyze every client’s requirements and give them exactly what they want. Unlike other agencies Riya is not about just providing the best but providing high productive, high caliber and experienced candidates according to the expectations of the client. With an in-depth data bank, the company makes candidate selection easier. A consisting of engineers, Doctors and Technocrats co-ordinate the candidate selection and they opt and co-ordinate with ments in leading newspapers making selection of the right candidate easier and quicker. One of the facilities at Riya Travels is that it has access to advanced setups and factories to carryout candidate eveluations to prove their working capabilities.  RIYA TRAVEL & TOURS The company has the expertise to take care of all the travel needs while they concentrate on business. The all- India network makes sure that the company is present wherever the travelers require travel solution. The company’s large volume and strategic alliances maximize the worth of every rupee spent by a customer. With the vast experience in the field of travel, the company provide associates with a high level of personalizes service, integrated solution and friendly MIS. The customers can rely

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upon the Riya Travel and Tours to plan their trip. Riya understands every traveler’s need unlike any other and provide our associates with a high level of personalized services, integrated solutions and friendly MIS. With the vast knowledge in the field of travel, the company is able to bring about a perfect balance and create a world of options to choose from. Given below are the services provided by Riya travel & tours:  Domestic & International Ticketing: The company have tie ups with almost the entire airline fraternity. The company provides associates option as far as any airline operating in India or whether it is offline. That is the strength of Riya as a travel company which is unmatched in India and the benefit is ed on to their associates. Riya brings numerous web-based comparisons and the most competitive airfares for all sectors. Owing to the expertise in air ticketing and the distinctive leverage with major airlines, the company has made flying not only easy but pleasurable as well. Tie- up with major ventures in the airline fraternity has put the company ahead of the game bringing the best. The company has a group of highly experienced and committed travel consultants for Domestic and International travel. With years of experience, the company brings the best possible fares with scheduled airlines (full- service as well as budget carriers) the world over.  Rail Booking India & World –over: Riya can provide any retail travel requirement whether it’s national and International. The company has a tie up with Rail Europe who is a major consolidator for rail travel in Europe.  Itenerary Planning: Riya helps in providing assistance for any travel related information’s which helps its associates in providing a hassle free process as well as economical travel needs. The company believes in individuality and one’s own preferences when it comes to travelling the globe. Riya have put together a comparative range of attractive tour packages, off the shelf or customized within India and across the world.  Hotel Reservations:

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Whether we are travelling for business or leisure we can approach to Riya which they provide the best option available. The company have online database of budget, deluxe and luxury accommodation within India and globally at discount rates. Riya has tie ups with major consolidators such as GTA, Travelocity, Travanco etc. the vast selection of discounted hotels with listings of price, availability and amenities makes booking with Riya a pleasurable experience.  Car Rental: Service regarding car rentals can be provided to associates as when it’s required. The customers can pre plan the journey with Riya to a step further and travel stress free. The company book and organize car rentals and deliver timely services to customers all around the globe.  Airport Assistance: The company has dedicated people who provide assistance at airport in case of cancellation or reissue of tickets at last minute. The company has another service of escorting the engers inside the airport and clearing all the procedural work till the security check-in. The company offer a wide range of services to the customers whether its for groups, senior citizens or businesses executives,  Foreign Exchange: Riya has a separate division for foreign exchange and is a fully fledged money changer. It is licensed by the Reserve Bank of India. Riya arranges common foreign exchange services for travelers and non travelers interested in exchanging money.

The company offers the most

competitive rates with regards to either buying or selling foreign exchange. So any foreign exchange requirement the company can cater to it.  Visa Assistance: Riya has a separate division for VISA processing which is dedicated solely for VISA clearance. An online solution will be provided wherein all the information for various countries visa requirements can be seen as well as tracked by our associates as to whether the visa has been done or not. At Riya, the company offer value enhanced services to help out with visa related queries ensuring that the customers have a truly enriching travel

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experience. The company has dedicated professionals that are ever willing to help the customers with any visa related query. The company has fullfledged department to ensure proper documentation and quick hassle free processing of port/ visas to any country. The company is highly regarded as one of the best in the Industry in of delivering a timely and dedicated visa services to the customers.  Overseas Travel Insurance: An OTI (Overseas Travel Insurance) isn’t something of an option but a necessity in today’s world. At Riya, the company will have a clear understanding of what the customers need and provide them with best possible policies. The company has different range of insurance policies to suit to the customers need and to suit to the customers requirement. The company provide Travel Insurance and with various policy options and have tie ups with Bajaj Alliance, TATA AIG & ICICI Lombard.  Home Calling Cards & Global SIM Cards: The company has a solution about the rising cost of roaming mobile phones while travelling abroad. The company is the sole distributor for Vodafone calling cards which helps the traveler call anywhere in the world and only local charges are billed. No documentation is required and these prepaid cards are available in the denomination of Rs.500 and Rs. 1200. The company will supply a number of Global Sim cards that are available to the customers helping them stay touch with those around the globe while travelling.  RIYA HOLIDAYS The latest venture Riya Holidays begun in 2007 has opened doors to an unparallel world. The launch of Riya Holidays has been specifically designed to cater to group tours as well customized individual holidays. With Riya Holidays, the company has positioned themselves amongst the finest in the leisure and travel business. The company added a new baby into their family, ie; “Riya Holidays” to offer holidays that are memorable for a lifetime. The company promotes domestic inbound/ outbound holidays. It offers packages to all 5 continents covering major countries

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around the globe. The launch of this new company “Riya Holidays” comes in order to cater to both group tours as well as for customized individual holiday products. With “Riya Holidays” the company will strengthen our position in the leisure travel business.The holiday package range from safaris, adventure travel, interest holidays and incentive tours to fair and festivals. Given below are some of the Holiday products that are selling like hot cakes;

 Domestic Destinations : The company provides tailor made packages or readymade packages to the destinations like kerala, Himachal, Uttranchal, Goa …etc.  Holy land tours : The company provides Holyland tour packages which mostly cover Egypt, Israel and Jordan. The company also does Holy land Tours to Europe.  Mice tourism : With Riya Holidays the company has positioned themselves amongst the finest in the leisure and travel business. One of the important divisions that the company offers to the clients is the MICE division (Meetings, Incentives, Conference and Exhibitions). They offer exciting destinations and innovative ways to reward and further motivate the employees to perform better.  RIYA CONNECT Riya have also moved on to the technology platform with “Riya Connect” to effectively and efficiently distribute their products to the suppliers. With Riya connected, the company offers to the customers a choice of two products to get connected. The customers have the choice to get connected either through a secured application based solution or a web based portal. 1. A web portal solution 2. A secured application based solution Riya connect Features:

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 Wholesome features & opportunity to sell different products like Airlines,       

Hotels, Car Rentals and many more… Easy GUI based menus, Easy to use, robust, fast and reliable No CRS/ GDS knowledgeable required for operation Full reports for all transactions Integrate inventories of all form of travel related products and services Various payment options Can be customized as per customer requirement

ORGANISATIONAL STRUCTURE

MANAGING DIRECTOR DIRECTORS AREA MANAGER AREA S MANAGER

BRANCH MANAGER

SALES

COUNTER STAFFS

S

ISTRATIO N

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CHART 1; ORGANISATIONAL STRUCTURE

2.3

PRODUCT / SERVICE / FUNCTION PROFILE RELEVANT TO TOPIC

PRODUCT PROFILE OF RIYA TRAVEL & TOURS INDIA PVT.LTD  RIYA TRAVEL & TOURS The company has the expertise to take care of all the travel needs while they concentrate on business. The all- India network makes sure that the company is present wherever the travelers require travel solution. The company’s large volume and strategic alliances maximize the worth of every rupee spent by a customer. With the vast experience in the field of travel, the company provide associates with a high level of personalizes service, integrated solution and friendly MIS. Given below are the services provided by Riya travel & tours: 

Domestic & International Ticketing: The company have tie ups with almost the entire airline fraternity. The company provides associates option as far as any airline operating in India or whether it is offline. That is the strength of Riya as a travel company which is unmatched in India and the benefit is ed on to their associates. Riya brings numerous web-based comparisons and the most competitive airfares for all sectors. Owing to the expertise in air ticketing and the distinctive leverage with major airlines, the company has made flying not only easy but pleasurable as well. Tie- up with major ventures in the airline fraternity has put the company ahead of the game bringing the best. The company has a group of highly experienced and committed travel consultants for Domestic and International travel. With years of experience, the company bring the best possible fares with scheduled

airlines( full- service as well as budget carriers) the world over. Rail Booking India & World –over:

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Riya can provide any retail travel requirement whether it’s national and International. The company has a tie up with Rail Europe who is a major 

consolidator for rail travel in Europe. Itenerary Planning: Riya helps in providing assistance for any travel related information’s which helps its associates in providing a hassle free process as well as economical travel needs. The company believes in individuality and one’s own preferences when it comes to travelling the globe. Riya have put together a comparative range of attractive tour packages, off the shelf or

customized within India and across the world. Hotel Reservations: Whether we are travelling for business or leisure we can approach to Riya which they provide the best option available. The company have online database of budget, deluxe and luxury accommodation within India and globally at discount rates. Riya has tie ups with major consolidators such as GTA, Travelocity, Travanco etc. the vast selection of discounted hotels with listings of price, availability and amenities makes booking with Riya a pleasurable experience. Airport Assistance: The company has dedicated people who provide assistance at airport in case of cancellation or reissue of tickets at last minute. The company has another service of escorting the engers inside the airport and clearing all the procedural work till the security check-in. The company offer a wide range of services to the customers whether its for groups, senior citizens or businesses executives, Foreign Exchange Riya has a separate division for foreign exchange and is a fully fledged money changer. It is licensed by the Reserve Bank of India. Riya arranges common foreign exchange services for travelers and non travelers interested in exchanging money. The company offers the most competitive rates with regards to either buying or selling foreign exchange. So any foreign exchange requirement the company can cater to it. Visa Assistance:

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Riya has a separate division for VISA processing which is dedicated solely for VISA clearance. An online solution will be provided wherein all the information for various countries visa requirements can be seen as well as tracked by our associates as to whether the visa has been done or not. At Riya, the company offer value enhanced services to help out with visa related queries ensuring that the customers have a truly enriching travel experience. The company has dedicated professionals that are ever willing to help the customers with any visa related query. The company has fullfledged department to ensure proper documentation and quick hassle free processing of port/ visas to any country. The company is highly regarded as one of the best in the Industry in of delivering a timely and dedicated visa services to the customers. Overseas Travel Insurance: An OTI (Overseas Travel Insurance) isn’t something of an option but a necessity in today’s world. At Riya, the company will have a clear understanding of what the customers need and provide them with best possible policies. The company has different range of insurance policies to suit to the customers need and to suit to the customers requirement. The company provide Travel Insurance and with various policy options and have tie ups with Bajaj Alliance, TATA AIG & ICICI Lombard. Home Calling Cards & Global SIM Cards: The company has a solution about the rising cost of roaming mobile phones while travelling abroad. The company is the sole distributor for Vodafone calling cards which helps the traveler call anywhere in the world and only local charges are billed. No documentation is required and these prepaid cards are available in the denomination of Rs.500 and Rs. 1200. The company will supply a number of Global Sim cards that are available to the customers helping them stay touch with those around the globe while travelling. RIYA HOLIDAYS The

company

added

a

new

baby

into

their

family,

ie;

“Riya

Holidays” to offer holidays that are memorable for a lifetime. The company

20

promotes domestic inbound/ outbound holidays. It offers packages to all 5 continents covering major countries around the globe. The launch of this new company “Riya Holidays” comes in order to cater to both group tours as well as for customized individual holiday products. With “Riya Holidays” the company will strengthen our position in the leisure travel business.The holiday package range from safaris, adventure travel, interest holidays and incentive tours to fair and festivals. Given below are some of the Holiday products that are selling like hot cakes; 

Domestic Destinations : The company provides tailor made packages or readymade packages to



the destinations like kerala, Himachal, Uttranchal, Goa …etc. International Destinations : The company provides International packages to the destinations like



Europe, Far East, and Middle East etc. Holy land tours : The company provides Holyland tour packages which mostly cover Egypt,



Israel and Jordan. The company also does Holy land Tours to Europe. Mice tourism: With Riya Holidays the company has positioned themselves amongst the finest in the leisure and travel business. One of the important divisions that the company offers to the clients is the MICE division (Meetings, Incentives, Conference and Exhibitions). They offer exciting destinations and innovative ways to reward and further motivate the employees to perform better

2.4 MANPOWER PROFILE Manpower profile comprises highly educated and experienced professionals who possess rich industry experience in their respective domain. They strive hard to understand the needs of the valuable clients and deliver them with most suitable solutions. The dedicated team and technology amalgamates to meet all the requirements of the customers with the highest amount of meticulousness, within the assured time. Quality assurance being a quality centric organization,

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company strives hard to maintain consistency in its quality services due to which it had gained a huge amount of goodwill. The services are assured of quality and it enables the customers to deliver them the quality services for meeting the varied requirements. There are around 13 staffs in s department, 30 staffs in counter section, 2 staffs in marketing and sales department and 2 persons in HR department in Riya Travel and Tours. There are 4 counter staffs and 2 staffs in s section in Riya Holidays. Working hours are from 10 am to 5:30 pm. With an in-depth data bank the company makes candidate selection easier. A consisting of Engineers, Doctors and Technocrats co-ordinate the candidate selection. They opt and co-ordinate with ments in leading newspapers making selection of the right candidate easier and quicker. One of the facilities at Riya Travels is that it has access to advanced setups and factories to carryout candidate evaluations to prove their working capabilities.

2.5 COMPANY PERFORMANCE Riya travel is one of the leading overseas manpower companies of India, renowned or providing recruitment and placement in almost all prominent fields throughout the world. The company has 30 years of experience, baked by a team of dedicated professionals and numerous satisfied customers. Under the guidance of our chairman Mr. GMJ Thampy, the company has grown tremendously, making a prestigious name in the industry. Started off in 1980 as an enterprising trave group has kicked off to be one of India’s leading travel organizations today.

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Having over three decades of experience in the travel industry Riya group has expanded all over the country with 45offices and 3 overseas in the U.S with over 1500 professionals to assist. The performance of company is quite good. The main marketing strategy of the company is follow up of customers. Through this the company is able to make more advantages by giving more benefits to customers, thus generating income. The company is focusing more on service target. Conducting programmes and Event management are the other services offered by the company other than booking of tickets. Through this more customers has been attracted to it. The market performance of the company is good. The turnover of the company is high. In all India base, the turnover of the company is 20,000 crores. The one week turnover is 6 crores, 25 crores per month and around 300 crores per year. So, the company is financially sound. The Riya Travel and Tours India PVT LTD are considered to be the number one Travel organization in India. The turnover and service of this company is comparatively high. This is one of the reasons why we say that performance of the company is good.

2.6 RELATED INFORMATION ON THE TOPIC CHOSEN FOR STUDY A GENERAL ANALYSIS ON THE RECENT FUNCTIONING OF TRAVEL AGENCY & TOUR OPERATION A visa is basically a form of permission for a non-citizen to enter transit or remain in a particular country. A valid national port or valid documents for travel are needed by the citizens if all countries and valid visa is granted by Indian missions abroad for entering India. In case the visa for stay in India is for more than 180

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days, within 15 days of arrival a registration certificate and residential permit should be obtained from the nearest Foreigner’s Registration office. At the time of arrival, all persons, including Indian nationals are required to fill in a Disembarkation card. The word visa is derived from the Latin word “charta visa”; it means “paper that has been seen” is actually an indication that a person is allowed or authorized to enter the country which issued the visa. Certificate issued or stamp marked on the applicant’s port by the immigration authorities of a country to indicate that the applicant’s credentials have been verified and he or she has been granted the permission to enter the country for a temporary stay within a specified period. Some visas can be granted on arrival or by prior application at the country’s embassy or consulate with permission from the issuing country in the country of departure. All around the world, Indian visas are available from Indian consular offices, on payment of visa fee. For all foreigners visiting India, Indian visas are necessary. Several kinds of visa available like Entry visa, Tourist visa, Business visa, Long term visa etc. for foreign tourists coming is groups, collective landing permits are also available. Travelling between 15 European countries has become much easier and hassle free without any bureaucratic due to the scheme visa. Travelling on a scheme visa means using one single visa, a visa holder can travel to any member countries thereby avoiding the hassle and expense of obtaining individual visas for each country. The meaning of emigration is departure from India of any person for the purpose of taking up employment in any country or place outside India. According to the emigration act 1983, certain specific categories of Indian port holders need to obtain emigration clearance from the office of Protector of Emigrants (POE) for going to certain countries. POE is responsible for granting migration clearance as per the procedure prescribed under the Emigration act, 1983 to the intending emigrants. Foreign exchange can be defined as the foreign exchange market which is a worldwide decentralized over the counter financial market for the trading of currencies. In India, transactions of foreign exchange have become more liberalized with the foreign exchange management. Act 1999, (FEMA) which came into operation as of 1 st Jun 2000. Also known as liberalized

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exchange rate management system, LERMS was introduced in march 1992. In the year 1991, India began to lift restrictions on current transactions including trade, interest payments and remittances and on some capital assets – based transactions. LERMS is a dual exchange system introduced a partial convertibility of the rupee in March 1992. Between the developed and developing countries, international migration is an important facet that has its impact on their economic relation. The emigration policy division of the ministry was established in march 2006 so as to facilitate and empower the emigrants from India. All policy matters related to the emigration of workers from India are dealt by this division. ECNR stands for Emigration Check Not Required. According to the emigration act, 1983 Emigration means any Indian citizen leaving India with the aim of acquiring employment in a foreign country. ECR stands for Emigration Cheque Required. As per the emigration act, all the engers holding ECR status in their port need to obtain clearance from the office of Protection of migrants (POE). Itinery basically refers to a path which is an established line of travel or access. It is a proposed route of travel. While travelling, the main objective of travel itineraries organizes time. The purpose of itineraries is that it ensures to get the most out of the time in hand or optimum utilization of time which is spent on vacation or business. Travel itineraries can either be made by the guests on their own or the services of a travel agent can be used. It is very important to make a travel itinerary as it helps to save time, stress and money. At the same time, they also make sure that, by following a worked out plan, the customer never misses out on his chance to visit that place he has always dreamed of. Package travel as the name suggests refers to those services related to travel sold as a package, where many services are bundled together for the comfort and convenience of travelers who do not wish to spend unnecessary time making their own arrangements. Such packages of travel may be sold both to group travelers and independent travelers. Package holidays that have a set itinerary and an allocation of seats or spaces are known as group travel. Tour cost

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means the total cost incurred or attributed to a tour product or services or it is the sum total of the costs that are incurred to create or formulate a tour package. Since manufacturing of a total tourism product or a service is not done by a single company hence it is an assembling process or purchasing various tourism related products from the real owner in bulk. Inbound travel means arriving or incoming or heading towards airport or station whereas outbound means travelling away from rather than towards a place. The inbound tourism industry plays a vital role in the economy of a country. In outbound tourism, tourists from that particular country are visiting different places outside of their country for instance somebody who lives in England would be going outbound when visiting anywhere outside of England.

2.7 FINANCIAL STRUCTURE AND PERFORMANCE The market performance of the company is good. The turnover of the company is high. In all India base, the turnover of the company is 20,000 crores. The one week turnover is 6 crores, 25 crores per month and around 300 crores per year. In the North and west region, the weekly turnover is 110 crores and 15000 crores is the total turnover. There are 500 crores of earnings from portal per year. The company has credit business and its payment mode is based on weekly payment. So, if the customer does not pay the money on time, then it is a main problem. The company has certain amount of target in every year. The company will meet that target also. So, the company is financially sound. The Riya Travel

26

and Tours India PVT LTD are considered to be the number one Travel organization in India. The turnover and service of this company is comparatively high. This is one of the reasons why we say that performance of the company is good and the company is financially sound.

2.7.1 STAKEHOLDERS The company has two equity shareholders; The Managing Director Mr. GMJ Thampy and Mrs. GMJ Thampy. As the company is a Private Limited Company, it has only two shareholders.

2.7.2 SUPPLIERS Riya Travel and Tours India is a Private Limited company. The main product of this company is Tickets. The services include selling Domestic and International Ticketing and Issuing port. Airlines are the clients. Selling of Airline tickets is the main services offered by this company. The following are the main clients;    

Air India Emirates Etihad Oman Air

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      

Gulf Air Air Arabia Qatar Airways Jet Airways Spice jet Indigo Saudi Airlines

CHAPTER – III

OBSERVATIONS

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3.1 PRODUCTION DEPARTMENT Production is the functional area responsible for turning inputs into finished outputs through a series of production processes. The production manager is responsible for making sure that raw materials are provided and made into finished goods effectively. He or she must make sure that work is carried out smoothly and must supervise procedures for making work more efficient and more enjoyable. The Riya Travel and Tours India Pvt Ltd have production of goods and services. The most activities are related to issuing of port and Visa. These are services. All these processing of port, Visa and Booking is doing in this company. There are different sections in which the processing is doing. They are;     

Issuing of fresh port Visa consultants Marketing / sales department s department I.T section

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 

Ticketing, Visa and Travel insurance section HR department All these departments work together for the smooth functioning of this

production process. A port is a document, issued by a national government, which certifies the identity and nationality of its holder for the purpose of international travel. The elements of identity contained in all standardized ports include information about the holder, including name, date of birth, gender and place of birth. A port is a formal identity document or certification issued by a national government that identifies the holder as a national of a particular state, and requests permission, in the name of the sovereign or government of the issuing country, for the bearer to be permitted to enter and through other countries. ports are connected with the right of legal protection abroad and the right to enter one's country of nationality. ports usually contain the holder's photograph, signature, date of birth, nationality, and sometimes other means of individual identification. Many countries are in the process of developing biometric properties for their ports in order to further confirm that the person presenting the port is the legitimate holder. A port can be used as one of the most reliable forms of identification. A port can be used to prove our citizenship. A port allows a person to go from one country to another. Some countries require people of some other countries to have a visa to get in as well as a port. In the US people from Canada can enter with a port and stay for 3 months. If they want to work or study they need a visa. A port allows a person in and a visa allows them to stay for a specific purpose. There are many details which the person has to give for obtaining the port. Documents needed for obtaining port are:  

Birth certificate School certificate

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

Any ing documents, ( Ele-ID, driving lisence, AAdhar, Ration



card) Without any proof: community certificate needed and it should be attested



by Thahasildar For Government employees: No objection certificate + stamp paper for

 

notary Illiterate case: ( Notary + Marriage certificate if they are married till 1966) Bonefid certificate from collage is needed for the students who are



studying at the non- residing state Husband’s death certificate needed for a widow in case taking port.

port for a new baby:  Birth certificate  Original port of mother  Father’s port attested by Indian embassy ( affidavit) For GCC Countries, following documents are required; First issue visa and write Vakalam. Checking port status Emigration check up Medical check up Professional check Previously, the minimum educational qualification was Degree and

    

presently its 10th standard. If emigration is not there, the person has to take Insurance . VISA The word visa is derived from the Latin word Charta visa, which means “Paper that has been seen”, is actually an indication that a person is allowed or authorized to enter the country which “issued” the visa, subject to permission of an immigration official at the time of actual entry. This authorization may be in the form of a document, but more commonly it is a stamp that is endorsed in the port of the applicant. In some situations, some countries do not require visa due to a reciprocal treaty arrangements. The country that issues the visa typically attaches various conditions to the visa, such as the time range that the visa is valid, the period of stay or the time frame till when the person may stay in the country, whether the visa is valid for more than one visit, etc.

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Requirements for visa Generally the following documents are required for obtaining Indian visa. However, the requirement may vary from country to country. 

Original port valid for at least 6 months for GCC and 1 year for other

    

countries Visa fee Two port size color photographs ing documents, where necessary Duly completed application form Visa for NRIs and PIOs Persons of Indian origins and Nonresident Indians who possess either OCI(Overseas Indian Citizenship) or PIO card don’t need Indian visa. OCI and PIO give them the freedom to visit Indian without visa OCI and PIO cards are multipurpose. Lifelong visa for visiting India.However those NRIs and PIOs who don’t have OCI or PIO card can apply for and get in dean visa through the procedure mention above.There are sub agents to whom the company issue tickets. They will do production for the company and gain profit. These are the overall Production process in the company.

3.2 HUMAN RESOURCE DEPARTMENT The literary meaning of resources is wealth, supplies of goods, raw materials etc. which a person, country, etc. has or can use. Then there is a question whether we can incorporate human beings also under the head resources, which needs little explanation. When we use resources to indicate raw materials or any other type of goods we mean it as a resources in the strict sense because it is something, which can see and feel. They are the Hardware Resource. The ability of the worker is quality, which cannot see, they are Software Resource. Human Resource Management is based on ideas and techniques developed to enhance worker motivation, productivity and performance. The various function of personnel and istrative department helps in top management to build a good relationship with the people at work. For organization, success depends upon

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quality of its work force, identifying work force accordingly, selecting the right person for the right job and motivating manpower to the fast changing environment. Mainly the HR activities are done through system. It has a Payroll Package. The main HR activities include Resource planning, service, Manufacturing, Jobs, Human resource, Cashier, Travel management, supplier reconciliation, payables, Bank reconciliation and receivables. The employee’s information regarding Leave, Attendance, Approval and statutory are all doing through the system. There are three HR staffs are there in this office. The main headquarters is in Mumbai and they are controlling all the activities which take place in this branch. The Recruitment and Selection process takes place in Kochi.  RECRUITEMENT With an in-depth data bank the company makes candidate selection easier. A consisting of Engineers, Doctors and Technocrats co-ordinate the candidate selection. They opt and co-ordinate with ments in leading newspapers making selection of the right candidate easier and quicker.  PAY AND ALLOWANCES The Riya Travel and Tours India Pvt Ltd. have arrived at a memorandum of settlement on a long-term basis with their workman in respect of wages, allowances and fringe benefit.  Labour Welfare Fund The employees are provided with Labor welfare fund.  Provident Fund It is the company’s share with the employer’s share.  ESI This benefit is provided to staff that has the minimum salary of 15,000.  LIC Gratuity fund  PROMOTIONAL TECHNIQUE One of the facilities at Riya Travels is that it has access to advanced setups and factories to carryout candidate evaluations to prove their working capabilities. If a particular employee’s productivity is high, then he is given an additional salary in order to retain that particular employee. Once in a year there is self analysis of an individual. Self analysis is done

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by within an individual and that report is sent to the manager. After his analysis about that particular employee, that report will send to the Director for the final analysis. If the performance of the employee is good after the final assessment, then increment in salary is given to that 

employee. Travel Agents Federation of India (TAFI) & International Agents Travel Associations ( IATA) They are the travel associations of travel companies who ed together and discuss about the major activities. Eg; if they are going to reduce commission, then they have to discuss together.

Conditions of Payment of Gratuity and role of Gratuity Gratuity shall be payable to an employee on his superannuation or retirement or resignation or on his death or disablement due to accident or disease, after completion of five years continuous service. In the case of termination of the employment due to death or disablement, completion of continuous service of five years shall not be necessary. In the case of death of the employee, gratuity payable to him shall be paid to his nominee or to his heirs if no nomination has been made. The employer shall pay gratuity to an employee at the rate of fifteen days wages based on the rate of wages last drawn by the employee concerned, for every completed year service or part thereof in excess of six months. The amount payable to an employee shall not exceed one lakh rupees. Gratuity at the rate of seven days wages for each season shall be payable to an employee employed in a seasonal establishment. An employee has right to receive or better of gratuity under any award or agreement or contract with the employer. Application for Gratuity A person who is eligible for payment of gratuity under the payment of Gratuity Act, 1972 or any person authorized in writing to act on his behalf, shall apply to the employer in form ‘J’ to the employer within 30 days from the date the gratuity became payable to him. Application in plain paper with relevant particulars may

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also be submitted. A legal heir of an employee who is eligible for payment of gratuity shall apply in form ‘K’ to the employer within one year from the date the gratuity became payable. No claim or gratuity under the act shall be invalid merely because the claimant failed to present his application within the specified period. The employer shall arrange to pay the amount of gratuity to the person to whom the gratuity is payable within the prescribed time.

3.3 MARKETING AND SALES DEPARTMENT The Riya Travel and Tours India Pvt Ltd has emerged as one of the topmost leader in Travel market by means of its marketing strength. The company has a wide marketing network; which includes over 45 branches all over India. The entire marketing activity is guided by the Headquarters at Bombay. The main product which they offer is Visa and Ticketing. The services include Domestic & International Ticketing, Rail Booking India & World-over, Itinerary Planning, Hotel Reservations, Car Rental, Airport Assistance, Foreign Exchange, Visa Assistance , Overseas Travel Insurance and Home calling Cards & Global SIM Cards. The company has a good market position among all other Travel agencies. The Riya Travel and Tours India PVT LTD are considered to be the number one Travel organization in India. The main marketing strategy which they adopt is word of mouth strategy, Follow up of customers and Building Honesty and Trust to customers. There is another Help Disk called Call center in which customers can access to all information which they required. Eg: The customers can clarify the flight status or whether the flight is denied or not. The main consolidators of Riya include Alhind and Akbar. The other activities include;      

Airline sales Bank details Agent commission Agent management fees Flight status Agents

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  

Agents top up Group booking The main marketing motto of the company is Satisfaction of customers. If the customer is satisfied with the company’s product, it can attract more customers. Thus, the company can achieve its target. After Booking, the customers can choose any service package which includes Lower class, Economy and Business class according to their convenience. There is another provision called Getting from the customers. They will call back if they return the products. Thus, they will get more impression

 

from the customers. The other services other than Booking include; Conducting Programmes Event management The company has another service include Event management. Through

this the event management committee can conduct different programmes. Nowadays most of the booking is through CRS ie, Computer Reservation System. The marketing trick is Handling of customer according to their situation ie, dealing in a good way. The company has a good market position among all other Travel agencies. The Riya Travel and Tours India PVT LTD are considered to be the number one Travel organization in India. The main marketing strategy which they adopt is word of mouth strategy, Follow up of customers and Building Honesty and Trust to customers.

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3.4 FINANCE DEPARTMENT Finance department is responsible for all the day to day transactional ing for the business. This will include the tracking of all transactions and the management of any government reporting. In Riya Holidays, the fund is raising through sale of tour packages. Here, there is no weekly settlement. The customer pays advance payment and they will fully pay when they leave for tour. There is no credit payment here. The company has only direct payment. There is an s area manager who manages with the s with Delhi office. In Riya Holidays, the main ing activities is settlement of payment from customers and then sending all these data’s to the main headquarters at Bombay. They will settle payment to all the suppliers eg; Hotels in different places such as Malaysia, Singapore etc. The turnover of the company is high. In all India base, the turnover of the company is 20,000 crores. The one week turnover is 6 crores, 25 crores per month and around 300 crores per year. In the North and west region, the weekly turnover is 110 crores and 15000 crores is the total turnover. There are 500 crores of earnings from portal per year. The company has credit business and its payment mode is based on weekly payment. So, if the customer does not pay the money on time, then it is a main problem. The company has certain amount of target in every year. The company will meet that target also. So, the company is financially sound. The Riya Travel and Tours India PVT LTD are considered to be the number one Travel organization in India.

The turnover and service of this

company is comparatively high. This is one of the reasons why we say that performance of the company is good and the company is financially sound. Billing and settlement plan is done in finance department. There are different airlines. They will give commission. There is a single body system called BSP settlement. That is; Billing and settlement plan. The company will issue to each airline and that will settle through BSP. The main functions include BSP settlement, check clearing, etc, the other function is getting money from customers, corporate, B2B, B2C, IATA agency and from Direct customer. The

37

other function is invoicing and checking whether the data given is correct information or not. After that processing and deciding how much to give as commission. The airlines give money to this company and they will decide how much to give as commission to agents. From this the company will make a certain markup price and take profit. There are 13 staffs in finance department. The s Area manager is the head of all these 13 staffs and there is an s Head which manages and directs all the activities.

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CHAPTER IV

STRATEGIC ANALYSIS

39

4.1 SWOT ANALYSIS Swot analysis is a simple framework for generating strategic alternatives from a situation analysis. It is applicable to either the corporate level or the business unit level and frequently appears in marketing plans. SWOT (sometimes referred to as TOWS) stands for Strengths, Weaknesses, Opportunities, and Threats. The SWOT framework was described in the late 1960's by Edmund P. Learned, C. Roland Christiansen, Kenneth Andrews, and William D. Guth in Business Policy, Text and Cases (Homewood, IL: Irwin, 1969). The General Electric Growth Council used this form of analysis in the 1980's. Because it concentrates on the issues that potentially have the most impact, the SWOT analysis is useful when a very limited amount of time is available to address a complex strategic situation. SWOT Analysis is a tool for audit an organization and its environment, it is the first stage of planning and helps marketers to focus on key issues. A scan of the internal and external environment is important part of the strategic planning process. The initial SWOT analysis SWOT stands Strengths, Weakness, Opportunities and Threats underlying planning process. STRENGHTS   

Riya Travel is one of the leading overseas Manpower companies. The company has 30 years of experience in the travel field. Riya group has expanded all over the country with 45 offices and 3



overseas in the U.S and 1500 Professionals. Company has got numerous awards and accolades from the airline

    

fraternity. Foresightness of the management. More advanced in Airline Ticketing. Able to achieve customer satisfaction. Good and efficient marketing system. Good relationship between Employers and Employees.

WEAKNESSES

40

  

Less ment Delay in getting payment of money by customers Congested working environment in the company

OPPORTUNITIES   

Provides Recruitment and Placement Vast Global network. Innovative practices in human resource assistance and overseas

  

recruitment. Good Demand Scope for Innovation Other than Booking of tickets, company added one more ie; Event



Management. Fastest turnaround time.

THREATS 

Cut throat competition from other Travel agencies which includes Akbar Travels, Alhind Travels etc.

4.2 7S MODEL BY MCKINSEY

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CHART 2 : 7S MODEL BY MCKINSEY Any organization can be best described by the seven interrelated elements as shown above. To better represent the challenges of service marketing, McKinsey developed a new framework for analyzing and improving organizational effectiveness, the 7S model: 1. Strategy:

The direction of this company is to provide good services such as

booking, exciting trips and much more. 2. Structure: The main activity of the company is services related to issue of port, Visa, Ticketing and Holiday Package. All the departments work together for the attainment of target. The departments have their responsibility and authority.

They are interdependent on each other to

enable a

quality

services to satisfy their customers. 3. Systems:

There are formal and informal procedures that govern everyday

activity covering everything from management information systems, through to the systems at the point of with the customer online systems etc.

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4. Skills:

The capabilities and competencies of the company are dependent

on its skilled and well-experienced staffs. Apart from their personal skills, they coordinate with each other in every task they are appointed. 5. Shared values: The Company has good values and beliefs. The employees are expected to behave the values and beliefs of the company. 6. Staff:

The Company’s staff are developed, trained, and motivated. They

have conference meeting with their higher authority to enable them effectively. 7. Style:

The leadership approach is done by the top managements and also

the company's overall operating approach.

4.3 FINDINGS Riya travel is one of the leading overseas manpower companies of India, renowned or providing recruitment and placement in almost all prominent fields throughout the world. The Riya Travel and Tours India has a wide marketing network throughout India. The company has production of goods and

43

services. The most activities are related to issuing of port, Visa and Booking of Air ticket. These are services. All these processing of port, Visa and Booking is doing in this company. The company is more advanced. Mainly, the activities are done through ERP system, i.e.; Enterprise Resource Planning. All the data’s entered are submitted to the Bombay Headquarters. Riya group has expanded all over the country with 45offices and 3 overseas in the U.S with over 1500 professionals to assist. The performance of company is quite good. The main marketing strategy of the company is follow up of customers. Through this the company is able to make more advantages by giving more benefits to customers, thus generating income. The company is focusing more on service target. Conducting programmers and Event management are the other services offered by the company other than booking of tickets. Through this more customers has been attracted to it. The company is able to achieve customer satisfaction as it is one of the main aims of the company. The market performance of the company is good. The turnover of the company is high. In all India base, the turnover of the company is 20,000 crores. The one week turnover is 6 crores, 25 crores per month and around 300 crores per year. In the North and west region, the weekly turnover is 110 crores and 15000 crores is the total turnover. There are 500 crores of earnings from portal per year. The company has credit business and its payment mode is based on weekly payment. So, if the customer does not pay the money on time, then it is a main problem. The company has certain amount of target in every year. The company will meet that target also. So, the company is financially sound. The Riya Travel and Tours India PVT LTD are considered to be the number one Travel organization in India

4.4

DISCUSSION AND IMPLICATION Tourism is an important source of income for many countries. It

brings large amounts of income into a local economy in the form of payment for goods and services needed by tourists, ing for 30% of the world’s trade of services and 6% of overall exports of goods and services. It also creates

44

opportunities for employment in the service sector of the economy associated with tourism. Travel and tourism is an important field. There is vast improvement of technology in the travel field. Around 20 years back the travel agency and tour operations were very less and all the operations were completed through paper work. Now the technology improved and the works are completed fast with the help of Internet. Travel agency normally makes profit from their service charges. It is obviously to say that to raise the profit level they must need to raise its sales volume. In addition with that, an estimation of their costs and profit can also fix the target of monthly sales volume and monthly targeted commission. However, suggested product development plan is suitable only if the company apply that accordingly to their needs and customer interest. So, an estimation of their costs and profit can be fixed. Following are some of the suggestions; 

The company has credit business and its payment mode is based on weekly payment. So, if the customer does not pay the money on time, then it is a main problem. There should be a proper payment period and plan so



that there will not be any due payment of money. The company can improve their ideas, Packages Itineraries and attractive offers according to the customer demand. This will help to increase the



company’s image in the tourism market. The travel agency can develop an application for smart phones so that the



customers can easily access to it. The company can publish their itineraries new packages on internet to get



more business from new customers. The company can improve their ment style and try to publish their products in the market in a new style.

CHAPTER V

45

CONCLUSION

Travel and tourism is an important field. A travel agency is a private retailer or public service that provides travel and tourism related services to the public on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways and package tours. Tourism is an important source of income for many countries. It brings large amounts of income into local economy in the form of payment for goods and services needed by tourists, ing for 30% of the world’s trade of services and 6% of overall exports of goods and services. It also creates opportunities for employment in the service sector of the economy associated with tourism. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located.

Riya travel is one of the leading overseas

manpower companies of India, renowned or providing recruitment and placement

46

in almost all prominent fields throughout the world. The company has 30 years of experience, baked by a team of dedicated professionals and numerous satisfied customers. Under the guidance of our chairman Mr. GMJ Thampy, the company has grown tremendously, making a prestigious name in the industry. Started off in 1980 as an enterprising trave group has kicked off to be one of India’s leading travel organizations today. Having over three decades of experience in the travel industry Riya group has expanded all over the country with 45offices and 3 overseas in the U.S with over 1500 professionals to assist. The Riya travel potential is dedicated to help travelers not only to plan out but also book exciting trips and much more. The mission as an organization is to create inspiring and meaningful experiences that connect people and places together. Airline ticketing is being their core activity. The epitome of high quality services and timely deliveries has won Riya recognition and laurels from various quarters. From the study it was understood that with the of their customers the company continued to be recognized for the consistent and outstanding performance that sets apart from their competitors making the most preferred option when we think of travelling. This study has given me an enriching experience and provided me with more insights into the topic related to Travel field.

BIBLIOGRAPHY 

WEBSITE  www.riyagroup.travel  www.travelagency.com  www.riya.travel

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