|
TRAVEL AND TOURISM
Tract 1. Infrastructure
INTRODUCTION TO THE TRAVEL AND TOURISM INDUSTRY
1-1. The Travel Industry Past
1-2. The Impact of Tourism
The Economic Impact of Tourism; The Cultural Impact of Tourism; The Impact of Tourism Development;The Social Impact of Tourism; The Environmental Impact of Tourism; Solving the Problems of Tourism Development
1-3. The Travel Industry Present
Travel Products; The Travel Market; Business Travel; Leisure Travel; Segments of the Travel Industry; Travel Agencies; Airlines; Lodging Establishments; Tour Wholesalers; Cruise Lines; Car Rentals; Rail Transportation; The Impact of Automation
1-4. The Travel Agency
The Role of the Travel Agency; The Air Conference System; Definition of a Travel Agency; Quoting Fares, Rates, and Schedules; Making Reservations; Accepting Payment; Arranging for Delivery; Assisting with Other Travel Arrangements; Arranging for the Issuance of Tickets; Issuing Tickets or Other Travel Documents; Agency Commissions; Travel Agency Resources
1-5. Air Travel
The Air Transportation Industry; Airline Regulation and Deregulation; The Airline Industry; Major Airlines; Foreign Investment in U.S. Airlines; Carrier Codes; Commuter Airlines; Passenger Aircraft; Equipment Codes; The Hub and Spoke System; Policies, Practices, and Rules; Class of Service
1-6. Airline Geography
Definitions; City and Airport Codes; Destinations; The United States and Canada; The Caribbean and Bermuda; Mexico, Central America, and South America; Western and Eastern Europe; Africa and the Middle East; India and Asia; Australia and Oceania
1-7. Itinerary Planning
Itineraries; City Pairs; Time Zones; The 24-Hour Clock; Nonstop, Direct, and Connecting Flights; ARNK Segments and Open Jaws; Itinerary Planning Tools
1-8. Hotels, Motels, and Resorts
The Origins of the Hotel Industry; Lodging as an Industry; Classifying Hotels by Physical Characteristics; Classifying Hotels by Price Level; Classifying Hotels by Service Range; Hotel Chains; Franchise Systems; Management Contracts; Referral Organizations; Room Rates and Types; Seasonal Rate Policies; Rate Categories; Rate Variables; Room Types; Room Taxes; Miscellaneous Rate Policies; Meal Plans; Room Location; Hotel Reservations; Confirmation; Cancellations; Hotel References
Computer Reservation Systems; Group Sales
1-9. Cruises
An Industry in Transition; Benefits of a Cruise; Cruise Categories; Researching Cruises; Cruise Accommodations; Deck Plans; Cruise Facilities; The Personality of a Cruise Ship; Meal Service; Ports of Call; Shore Excursions; Cabin Selection; Tipping; Cruise Reference Tools; Cruise Costs; Cruise Bookings; Popular Cruise Itineraries
1-10. Car Rentals
The Origins of the Car Rental Industry; The Modern Car Rental Industry; The Car Rental Market; Car Types; Rate Types; Car Rental Reservations; Car Rental Options; Special Requirements; Foreign Car Rentals; The Rental Agreement; Car Rules
1-11. Tours
The Origins of the Package Tour; The Modern Tour Industry; Tour Wholesalers; Package Tours; Costs of a Package tour; Custom Tours; Excursion Tours; Tour References and Tools; Factors Affecting Tour Design and Selection; Booking a Tour
1-12. Rail and Coach Travel
The Origins of the Rail Industry; The Modern Rail Industry; The Amtrak System; Amtrak Accommodations; Classes of Service; Amtrak Fares; Amtrak Reservations; Foreign Rail Travel; The Eurail System; The Eurailpass; Sleeping Accommodations; Refunds and Cancellations; European Timetables; Eurail References; Britrail Passes; Japanese Rail Travel
1-13. Prices, Fares, and Taxes
The Price of Travel; The Factors that Influence Pricing; Yield Management; Understanding Airfares; Class of Service; Fare Basis; Special Fares; Fare Rules; Fare Restructuring; Air Transportation Taxes; U.S. Air Transportation Tax; International Departure Tax; Alaska Tax; Hawaii Tax; Canadian Tax; Canadian Goods and Services Tax; Quebec Sales Tax; Customs User Fees; Miscellaneous Charges
1-14. Agency Automation
The Evolution of Agency Automation; Agency Automation; Components of a CRS; Major Reservation Systems; Primary Functions of a CRS; Fare Displays; Flight Availability Displays; Flight Bookings; Storage of Passenger Records; Advance Seat Assignments; Client Profiles; Queue Functions; Ticket and Document Production; Auxiliary Segments; Reference Information
1-15. International Fares
Fare Terminology; The Neutral Unit of Construction; IATA Fare Construction; Flex Fares
1-16. Tickets and Traffic Documents
Traffic Documents; Airline Tickets; Universal Credit Card Charge Form; Prepaid Ticket Advice; Refund/Exchange Notice
1-17. Marketing Travel
Analyzing Transactions; Sales Strategies; Sales Obstacles; Benefits; Organizational Buying Behavior; Repetitive Buying Decisions; Cultural Influences; Reference Groups; Identifying Client Needs; Closing Sales
1-18. Ethical Responsibilities
The Importance of Ethics; Encouraging Ethical Conduct; Ethical Responsibilities; Responsibilities to Clients; Responsibilities to Vendors; Responsibilities to Employees
Tract 2. Computer Reservations
RESERVATIONS AND TICKETING WITH SABRE
2-1. Introduction
Sign in/sign out
Encoding and decoding
2-2. Flight availability
City pair availability
Follow-up flight availability
2-3. Selling Air Segments
Selling from availability
Selling by carrier and flight number
Waitlisted and ARNK segments
2-4. Passenger Name Records
Name field
Phone field
Ticketing arrangement
Received-from field
Creating a PNR
2-5. Supplemental Data
Supplemental data fields
Optional service information (OSI)
Special service requests (SSR)
2-6. Modifying the Itinerary
Retrieving and displaying PNRs
Canceling segments
Inserting segments
Changing segment status
2-7. Editing a PNR
Reducing the number in the party
Dividing a PNR
2-8. Fare Displays
Fare quotes
Alternative fare quote entries
Fare rules
2-9. Itinerary Pricing
Itinerary pricing
Alternative pricing entries
2-10. Ticket Issuance
Automated ticketing
2-11. Seat Assignments
Advance seat assignments
2-12. Queues
Queues
2-13. Client Profiles
Client profiles
2-14. Hotel Reservations
Hotel availability
Hotel qualifiers
Selling hotel segments
Modifying hotel segments
2-15. Car Rentals
Car availability and rates
Selling car segments
Modifying car segments
2-16. Miscellaneous Entries
Reference information
Calculations and conversions
2-17. Phase IV Ticketing
Phase IV ticketing
______________________________________________________________________
Tract 3. Sales and Marketing
MARKETING TRAVEL
3-1. Travel as a Product
Travel Products; The Travel Market; Segments of the Travel Industry; The Impact of Automation
3-2. Understanding Hospitality Marketing
The Hotel as a Product; The Elements of Marketing; The Influence of Market Position; The Role of the Sales Department
3-3. Understanding Transactions
Transactions; Marketing Strategies; Sales Obstacles; Benefits; Phases of Behavioral Marketing; Organizational Buying Behavior
3-4. Understanding Client Behavior
The Buying Decision; Complex Buying Decisions; Low-Involvement Buying Decisions; Repetitive Buying
Decisions; Cultural Influences; Reference Groups; Product and Price
3-5. Understanding Pricing Strategies
Pricing and Costs; Pricing Influences; Group Pricing Strategies; The Marketing Challenge
3-6. Marketing Organization
Organizing for Marketing; The Marketing Department; The Front Office Sales Force; The External Marketing Force; Responsibility and Accountability
|
