1-Day Travel Professional Certification Programs
Success in today's competitive travel sales environment usually depends on establishing yourself as a dedicated professional who delivers real value combined with superb service. Whether you've just started the journey or are well on the path to a successful career as a travel professional, it is imperative that you sharpen your skills. This can be achieved through a continuous process of learning, to meet the challenges of a rapidly evolving industry.
TRS Consulting, an IATA strategic partner and a licensed training center of The Travel Institute, USA, and a strategic partner and preferred external training provider of EmQuest, provides professional certifications and customized learning solutions that encompass all career stages - from entry level to the executive level. Our valued customers include IBM India, American Express Travel, Kanoo Travel Group (UAE & Oman), BCD Travel Kuwait - GSA of Swiss International (Oman), Thai Airways (UAE), SriLankan Airlines (UAE), Air India Express (UAE), Hemas Group (Sri Lanka), ACS Kuwait (Galileo Distribution Company) and Orbit Travel Business School (Mumbai); predecessor of Orbitz Travel & Tours.
Duration of the training for each module - 1 day: 09:00 hrs -17:00 hrs
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Module 1: Selling Skills for the Travel Industry (B2C)
+ Insights to the critical issues of
selling travel
+ Understanding the travel buyer
and the sales cycle
+ Understanding travel products
and services
+ Ability to handle objections
+ Ability to motivate buyers
Learning objectives:
Overcome resistance, motivate buyers and increase walk-in sales, build relationships in the sales process, develop ability to close sales and improve telemarketing skills.
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Module 2: Professional Selling Business to Business (B2B)
+ Insights to the critical
components in customer
prospecting
+ Understand the implications of
customer and market
intelligence and its impact on
prospecting
+ Tools to pre-prospect and client
profitability
+ Understand the key indicators of
customer prospecting
Learning objectives:
Develop a customer sourcing approach to target qualified prospects, effectively negotiate to gain new customers, formulate an approach strategy leveraging price and service and your USP.
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Module 3: Retail Sales and Customer Service
+ Gain insights to the critical issues
of retail selling
+ Understanding the retail buyer
and the sales cycle
+ Motivate
buyers and increase retail sales
+ Understand what customer
service is from the buyer's and
seller's point of view
+ Develop and implement a
program focusing on customer
service
+ Identify key characteristics
of professionalism & time
management
Learning objectives:
Manage customer expectations and gain customer loyalty by being customer centric.
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Module 4: Selling Travel Insurance
+ Understand the different types
of travel insurance products
+ Identify the travel insurance
needs of your clients
+ Recommend travel insurance to
clients and describe its benefits
+ Recognize the profitability of
selling travel insurance and its
contribution to the bottomline
+ Demonstrate confidence when
recommending travel insurance
products, explaining the options,
and overcoming objections
Learning objectives:
Understand how selling travel insurance is a win-win situation for the customer and your organization.
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Module 5: Customer Service as a Competitive Edge
+ Understanding what customer
service is from the buyer's and
seller's point of view
+ Understanding the importance
of internal customer service
+ Identify the key objectives of
customer service
+ Identify four ways of finding out
how customers percieve your
service
+ Identify key characteristics of
professionalism
Learning objectives:
Focus on customer service to gain a competitive edge, relate between sales and service, deal with stress and manage time more efficiently.
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Module 6: Customer Value Management
+ Insights to the key components
in the customer relationship
+ Tools to review and monitor
client profitability
+ Customer data management
+ Understanding of the financial
implications in customer
relationships
+ Strategic planner for your Top 20
customers
Learning objectives:
Understand financial implications in customer relationships, distinguish between good and excellent customer relationships and demonstrate value-based customer propositions.
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Module 7: Customer Relationship Management & Service Leadership
+ Understanding key account
management, its objectives and
its limitations
+ Using tools to review and
monitor client profitability
+ Understanding of the financial
implications in customer
relationships
+ Strategic planner for your Top 20
customers
+ Understanding the challenges of
modern day leadership
Learning objectives:
Review and monitor key performance indicators in a customer relationship and generate long sustaining customer associations for a healthier bottomline.
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Module 8: Leadership Skills & Managerial Essentials
+ Understanding the challenges of
the modern day leadership and
its personal side
+ Understanding the key
characteristics of effective
leaders
+ Building a vision that enlists
full support
+ Scouring the terrain for resources
Learning objectives:
Balance working tensions in new times, accept the responsibility with total awareness and establish credibility, motivate employees and develop leadership skills of your team, develop a vision and initiate progress in challenging times.
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Module 9: Change & Performance Management for Bottomline Impact
+ Understand the basic concepts
of a balanced scorecard
+ Build and implement a
balanced scorecard using the
nine-step methodology
+ Develop strategy profiles, maps
and initiatives for improving
organization strategy
+ Building a strategy-focused
organization through the correct
sequence of steps
+ Driving a performance-
based budget and employee
accountability
Learning objectives:
Learn the concept of a balanced scorecard and how to develop and improve accountability and performance.
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Module 10: Meetings & Incentive
Travel
+ Understanding what meeting
and incentive travel programs
are and how they are used
+ Understanding what motivates
buyers and how they make
purchasing decisions
+ Recognize the role travel
agencies can play in providing
meeting and incentive travel
+ Appreciate how meeting and
incentive travel is sold
Learning objectives:
Plan, operate and run a meeting or group incentive trip while calculating costs and prices.
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Module 11: Special Interest Travel
+ Identify the growing trends in
special interest travel
+ Decide which special interest
niche is right for you
+ Develop a marketing strategy
and plan for your niche
+ Effectively promote special
interest programs
Learning objectives:
Promote special interest travel and develop a strategic plan for your niche.
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Module 12: Planning Itineraries
+ Explain the importance of PRIDE
(pace, routing, interests, detail
and energy) as these concepts
relate to successful itinerary
planning
+ Use all of the resources available
to conduct destination research
+ Identify elements of a tour
itinerary
Learning objectives:
Learn the process of destination research, recognize key touring regions in North America, Europe, the Middle East, Africa, the Far East, and the Pacific Rim, and plot an efficient day-to-day itinerary.
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Module 13: Time Management
+ Practice strategies that will allow
you to balance your time more
efficiently and effectively
+ Set a time management
goal and eliminate barriers to
achieving it
+ Plan your activities to increase
your discretionary time
+ Identify and reduce common
time wasters
Learning objectives:
Learn strategies and set goals in time management to improve your personal and professional life.
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Module 14: Professionalism
at Work
+ Practice strategies to enhance
your professionalism at work
+ Demonstrate the characteristics
and behaviors that define your
role as a travel 'professional'
+ Identify basic principles for
ethical behaviour in the travel
workplace
+ Write and use your own personal
code of conduct
Learning objectives:
Realize the necessity of ethics at the work place and define the codes of conduct.
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Module 15: Teamwork
+ Develop the mission of your
team or organization
+ Evaluate how effectively your
team functions and its progress
towards optimal effectiveness
+ Define specific roles and
responsibilities of your team
members
+ Identify team problems and
work together to find solutions
+ Practice appropriate methods
to identify and resolve team
conflict
Learning objectives:
Develop and implement your team's mission, identify and address workplace problems and resolve conflicts.
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Module 16: Professional Service Fees Management
(zero commission environment)
+ Understanding the downside
of the historical travel agency
commission earning system
+ Distinguish between the
traditional and the new
economic business model
+ Develop a service fee strategy
best suited for your travel
agency
+ Define the type and scope of
services that call for service fees
+ Define the type of fees to
charge for different services
Learning objectives:
Present your travel agency service fees and how best to deal and respond to customer situations (face to face).
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Module 17: Interpersonal
Communication
+ Understanding interpersonal
communication as a means to
build lasting relationships
+ Utilize guidelines for effective
verbal communication
+ Practice non-verbal behaviors
that support your intended
message
+ Active listening
+ Adapt to various communication
styles
Learning objectives:
Communicate by expressing yourself confidently and effectively in a way that will help improve your relationship with clients and colleagues.
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Module 18: Effective Listening Skills
+ Identify the various stages and
types of listening
+ Overcome barriers to effective
listening
+ Develop a personal plan for
listening improvement
Learning objectives:
Develop the ability to listen effectively and practice techniques to improve this critical life skill.
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Module 19: Business Writing Skills
+ Basic principles of effective
business writing
+ Identify practical strategies for
writing more effectively
+ Write concise reports and
proposals that get results
+ Use professional marketing
communications to publicize
your business efforts
Learning objectives:
Practice your writing techniques and communication more effectively in your e-mails, memos, and business letters.
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Module 20: Strategic Management for Travel and Tourism (2 day program)
The Certified Travel & Tourism Professional (CTTP)
Brief Overview
The Travel & Tourism Industry is the largest
industry in the world today, with significant economic environmental
and socio-cultural impacts. For many rich countries, the industry
is an increasingly important development Strategy to positively
address economic growth.
Tourism continues to grow and a double-digit
growth is forecasted in the coming years with new hospitality projects
being developed by many International companies.
From new hotels, airport expansion plans, sport
events and leisure services, there is undoubtedly an evident increase
in the business opportunities made available for the Travel Industry.
To mange this growth, the Travel Industry would
require sustainable knowledge, expertise and personnel who would
understand the changing times and business challenges facing the
Travel & Tourism Industry.
The Certified Travel & Tourism Professional (CTTP) program speaks
the language of the Travel Industry.
Learning Outcomes
+ Introduces the Travel
& Tourism environment and shares a global, regional and national,
perspective of the changing times affecting the Travel Industry
+ Introduces the Travel and Tourism Organization
(Competences, Resources and Competitive
Advantage)
+ Strategy and Strategic Objectives for
the Travel and Tourism organizations in a macro context
+ Competitive Strategy and Direction for
Travel and Tourism organizations
+ Understanding Customer Service in the
Travel Industry
+ Understanding the importance of Supplier
relationships in the Travel Industry
(Vendor Management)
+ Understanding the Sales Management function
in the Travel Industry (Selling, Retaining and
Prospecting of Customers)
+ Understand the Performance Indicators
for financial analysis in a Travel and Tour organization
+ Understand the Impact of Technology
in Changing times (From GDS to Internet to Web
Marketing)
+ Insights to Managing Service Companies
(Leadership and Managerial essentials)
Duration of the Training: 2 days session
of 0900hrs to 1700hrs
Testing & Certification
The Testing will be based on Participant’s
submitting an Essay based Reflective Statement of the CTTP modules
and will be based on the following objectives:
+ Learning Objectives
of the Program
+ Their take away from the Course and
its impact on them and their Work place (if applicable)
+ Barriers at their work place to implement
their new learning’s
+ The recommended solution they would
propose to implement the new Learning’s
+ A Project submission of a White Paper
Document on a Topic selected from an optional list of Business Challenges
Criteria
To successfully attain the CTTP designation,
candidates must successfully complete a White Paper.
The Paper will be graded on a pass/fail basis and must:
+ Be between 2000 and 3000 words in length,
single-spaced in 12-point text using MS Word.
+ Include a cover page with the Title
of the White Paper, your name, Company Name, Telephone number and
E-mail address. Your name must also be included along with page
numbers on each subsequent page.
+ Contain proper attribution and sourcing
when referencing quotes, figures, etc.
+ Be mailed or submitted electronically
as an attachment to Sundar Vasudaven, Principal Consultant at trs@bc.kv.ae
Grading
Papers will be evaluated on a pass/fail basis
and also based on whether they meet the following criteria:
+ Timely and relevant content
+ Proper substantiation of information
+ Acceptable adherence to basic grammar
and spelling rules
+ Adherence to established essay-writing
structure, i.e. begin with a statement of Purpose or thesis that
is supported and concluded with a summary of the main points.
Results
Candidates will receive their results within
21 business days of submission. Papers needing improvement will
be returned with a strength and weakness report. Within ten days
of receiving a grade, the test taker may request a re-grade.
The results of the re-grade will be final.
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