Receive customer with a smile or welcoming mail / telephone response.

Ensure all walk-in customers are attended to.

Offer refreshments to walk-in customers.

Make customers comfortable and be accessible to them for queries.

Inform them about any ongoing promotions.

Understanding the type of tour customer is looking for.

Understanding the needs of the customer.

Initiate enquiries.

Understand other details such as duration of travel, number of people, budget etc.

Understand an appropriate destination based on their preferences.

Identify the type of group.

Analyze the type of package that can be offered.

Suggest some best place options and things to do there for customers who haven’t planned anything in particular.

Ensure to be polite and attentive.

Send mails or stay in touch through phone if customers have not decided across the counter.

Be updated on current prices of accommodation, transport etc.

Keep the customer informed about any new product.

Collect resources such as brochures, travel books etc.

Ensure to have the railway and airline timetable for the destination.

Gather travel magazines related to destination.

Co-ordinate with government tourist offices of the destination.

Update information on various facilities and services at the destination.

Compile the customer’s needs.

Analyze the cost of travel through various modes.

Understand the costs of different accommodations.

Understand the package rates from different travels.

Browse through entrance fees of places of interest.

Plan on cost of meals, shopping, guides as per customer’s cost of living.

Gather all costs and include any miscellaneous expenses that may occur.

Estimate total cost of tour along with mark-up.

Decide on route map and ensure routing is planned with nearby locations packed together.

Plan in a way that all places of attraction are efficiently covered within the time available.

Consider details like interest of tourist and their energy levels.

Prepare itinerary from beginning of journey till the end.

Ensure to add all important tourist destinations into it.

Mention the opening and closing time of places of interest and background information of that place too.

Include the distance between the various locations.

Mention the various restaurant options around.

Provide relevant travel information to the customer.

Ensure to update the customer with destination information.

Notify the customer on luggage limits, insurance, medical, travel documents, currency etc.

Advice the customers on the issues that can be faced during travel.

Co-ordinate for booking of tickets, hotels, visa etc.

Confirm the customer’s name at the hotel and airline once the booking is made.

Ensure the necessary processing in case the customer cancels the tour.

Co-ordinate for transportation.

Arrange for a tour escort or guide who is well versed in the preferred language of the customer.

Co-ordinate with appropriate departments on events, entertainment etc. arranged during the travel.

Inform the customers if there is any alteration required to the planning, cancellations, postponement etc.

Convince the customer politely if there is any discrepancy in planned itinerary.

Compensate them with a better option.

Process refunds timely, if any.

Assist customers quickly and conveniently if they plan to have a change or upgrade while on tour.

Ensure the altered service offered matches customer expectations.

Get in touch with the customer after tour and understand how they feel about the package.

Collect the feedback from customers.

Provide questionnaire and get a rating for service.

Attend to customer dissatisfaction and complaints.

Ensure to rectify if there was some negative feedback.

Record customer details.

Document monthly status report of walk-ins and turn-outs.

Ensure to maintain privacy of customer details.

Ensure to maintain trust and reliability.

Ensure all needs of customers are met.

Ensure to maintain long term relations with customers.

Receive job order and instructions from reporting superior.

Escalate unresolved problems or complaints to relevant superior.

Understand work output requirements, targets, performance indicators and incentives.

Deliver quality work and report anticipated delays with reason.

Communicate maintenance and repair schedule to superior.

Receive feedback on work standards.

Document the completed work.

Show trust, support and respect to all colleagues and assist them with information and knowledge.

Try to achieve smooth overflow.

Identify the potential and existing conflicts with colleagues and resolve them.

Seek assistance from colleagues when required.

Pass on essential information to colleagues in a timely manner.

Behave responsibly and use polite language with colleagues.

Interact with colleagues from different functions to understand their nature of work.

To understand teamwork, multi-tasking, co-operation, co-ordination and collaboration.

Lookout for any errors and help colleagues to rectify them.

Identify customer needs by asking questions.

Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner.

Build friendly but impersonal relationship with the customers.

Use appropriate language and tone and listen actively.

Show sensitivity to gender/ cultural and social differences.

Understand customer expectations and provide appropriate product/services.

Understand customer dissatisfaction and address their complaints.

Maintain proper body language and dress code.

Communicate clearly and effectively with the guest.

Inform the customers on any issues and developments involving them.

Respond back to the customer immediately.

Upselling/promoting suitable products and services.

Seek feedback from customers.

Explain terms and conditions clearly.

Understand target customers, their profiles and needs.

Build good rapport with the customer.

Understand the market trends and customer expectations by discussing the same with frequent customers.

Seek feedback and rating from customer.

Use customer oriented behavior to gain loyalty and satisfaction.

Be friendly but not familiar with guest.

Ensure fair and honest treatments to customers.

Enhance company’s brand value.

Read customer expectations and ensure they are met.

Readily accept and implement new ideas to improve customer satisfaction.

Communicate customer feedback to superior.

Offer promotions to improve product satisfaction.

Consult with senior on unscheduled customer requests.

Ensure that the customer feels safe.

Know the facilities and services specific to gender and age.

Co-ordinate with team to meet these needs.

Educate customers about entertainment programs for children, basic safeguard procedures for senior citizens.

Arrange for transport and equipment as required by senior citizens.

Understand availability of medical facilities/doctor.

Understand women rights and company’s polices regarding them.

Know special facilities available for women colleagues and customers.

Provide comfortable and safe environment for female customers.

Maintain compliant behavior etiquette while dealing with women.

Treat women equally and avoid discrimination.

Ensure safety and security of female colleagues and customers at all levels.

Report IPR violations.

Read copyright clause.

Protect infringement upon customer’s interests.

Know which aspect of customer information can be used.

Report any infringement.

Keep the workplace clean.

Identify waste and ensure its disposal.

Ensure waste bins are cleared every day.

Point out requirements for pest control.

Ensure work place has fresh air supply and sufficient lighting.

Ensure maintenance check of air conditioners and other mechanical equipment in the department.

Know safe and clean handling of linen, laundry and work area.

Ensure adequate supply of cleaning consumables.

Hand wash procedure.

Understand personal hygiene.

Understand dental hygiene.

Understand cross contamination and how to prevent it.

Report on personal health issues.

Ensure procedures such as covering the mouth and turning away from people while coughing and sneezing.

Maintain availability of clean drinking water.

Get appropriate vaccinations regularly.

Undergo preventive health checkup and treat all illnesses promptly.

Greet, welcome and address the customer appropriately.

Maintain pitch and tone of voice while speaking to customers.

Maintain high standards of practice and transparency in pricing.

Answer the telephone.

Communicate appropriately with the customer.

Dress professionally.

Maintain personal integrity and ethical behavior.

Maintain personal grooming and positive body language.

Demonstrate responsible and disciplined behavior.

Escalate grievances to appropriate authority.