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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, accounting for 30% of the worlds
trade of services and 6% of overall eports 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. !iya
Travels, founded by "#$ Thampy in &'( has gone on to become the
biggest travel house in India. )y &'*, this company got approvals from
the "overnment of India +#inistry of abour -. The company is powered
by a team of eperts, nowledgeable and eperienced 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 organi/ation structure and the
different departments of the organi/ation. In short this study was conducted
to get familiari/ed with the dynamics of the organi/ation .rgani/ation is
one of the inevitable part of business and management, there for the study
of organi/ational structure ,management process, functions etc, are very
significant as far as present trend, is concerned with the fast moving
industrial revolution. It gives specific nowledge about the overall woring
environment and the organi/ation morale. 1 study of this type will be
helpful for the prospective managers in involving new ideas with potential
dimensions and enabling them to tae appropriate managerial decisions.
1.2SCOPE OF THE STUDY
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The scope of the study is limited to !iya Travel and Tours India 2T
T4 ltd in detail. The recommendations in this study are only sub5ected to
!iya Travel and Tours, alicut branch. The organi/ational study was
intended to provide industrial eposure to the student and bridge the gap
between industry and industry people. The study covers the various
departments of !iya 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 eecutives.
.3OBJECTIVES
The following specific ob5ectives have been set for the study7 To familiari/e with the management frame wor of !iya Travel and Tours,
alicut branch.
To have an overall study of the company and to familiari/e with the
functions of various departments of !iya Travel and Tours.
To understand the operation of travel agency and tourism industry.
To understand the service as a product.
1.4 LIMITATIONS
8incethe study was conducted in one district only, the findings cannot be
etrapolated for the whole 9erala.
Interviewing the people especially on their busy wor schedule was
difficult to some etent.
1.5 CHAPTER SCHEME
:12T;!
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:12T;! unction relevant to topic, #anpower 2rofile, ompany
2erformance, !elated Information on the topic chosen for study, >inancial
structure and performance, 8taeholders and 8uppliers.
:12T;! inance department.
:12T;!< *7 This chapter includes 8?T analysis, @8 model by
#cinsey, , 4iscussion and Implications.
:12T;!
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INDUSTRY PROFILE ANDCOMPANY PROFILE
2. 1 INDUSTRY PROFILE
Tourism is an important source of income for many countries. It brings largeamounts of income into a local economy in the form of payment for goods and
services needed by tourists, accounting for 30% of the worlds trade of services
and 6% of overall eports 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. 1 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 pacage
tours. In addition to dealing with ordinary tourists most travel agencies have a
separate department devoted to maing travel arrangements for business travelers
and some travel agencies speciali/e 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
headBuarters are located.
ORIGINS
The modern travel agency first appeared in the second half of the & thcentury.
Thomas coo, in addition to developing the pacage tour, established a chain of
agencies in the last Buarter of the &thcentury, in association with the midland
railway. The first ever tour organi/ed was from oughborough to eicester
carrying A00 passengers
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In$%&'nce
The ma5ority of travel agents have felt the need to protect themselves and their
clients against the possibilities of commercial failure either their own or a
suppliers. They will advertise the fact that they are surely bonded, meaning in the
case of a failure, the customers are guaranteed either an eBuivalent holiday to that
which they have lost or if they prefer, a refund. #any )ritish and 1merican
agencies and tour operators are bonded with the International 1ir Transport
1ssociation +I1T1-.
TRAVEL AGENCIES IN THE 21STCENTURY
?ith general public access to the Internet, many airlines and other travel
companies began to sell directly to passengers. 1s a conseBuence, airlines no
longer needed to pay the commissions to travel agents on each ticet sold. 8ince
&&@, travel agencies have gradually been disinterred mediated, by the reduction
in costs caused by removing layers from the pacage holiday distribution
networ. :owever, travel agents remain dominant in some areas such as cruise
vacations where they represent @@% of booings and @3% of pacaged travel.
Travel agencies have developed an internet presence of their own by creating
travel websites, with detailed information and online booing capabilities. Travel
agents have dynamic pacaging tools to provide fully bonded travel at prices
eBual to or lower than a member of the public can boo online. 1s such, the
agencies financial assets are protected in addition to professional travel agency
advice. 1ll travel sites that sell hotels online wor together with "48, suppliers
and hotels directly to search for room inventory. nce the travel site sells a hotel,
the site will try to get a confirmation for this hotel. nce confirmed or not, the
customer is contacted with the result. This means that booing a hotel on travelwebsite will not necessarily result in an instant confirmation.
S!gn!(!c'nce "( )"%&!$#
Tourism is an important source of income for many countries. Its importance
was recogni/ed in the manila declaration on world tourism of &'0 as Han 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 eports 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 resortsD and entertainment venues such as amusement pars, casinos,
shopping malls, music venues and theatres.
2.2 COMPANY PROFILE
RIYA TRAVEL * TOURS INDIA PVT
!iya 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 eperience, baed by a team
of dedicated professionals and numerous satisfied customers. Cnder the guidance
of our chairman #r. "#$ Thampy, the company has grown tremendously, maing
a prestigious name in the industry. 8tarted off in &'0 as an enterprising trave
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group has iced off to be one of Indias leading travel organi/ations today.
:aving over three decades of eperience in the travel industry !iya group has
epanded all over the country with *Aoffices and 3 overseas in the C.8 with over
A00 professionals to assist. The !iya travel potential is dedicated to help
travelers not only to plan out but also boo eciting trips and much more. The
mission as an organi/ation is to create inspiring and meaningful eperiences that
connect people and places together. 1irline ticeting is being their core activity.
The epitome of high Buality services and timely deliveries has won !iya
recognition and laurels from various Buarters. ?ith the support of their customers
the company continued to be recogni/ed for the consistent and outstanding
performance that sets apart from their competitors maing the most preferred
option when we thin of travelling.
MISSION AND VISION
The company is committed to improving the Buality of life in communities
where it operates according to the customers needs. In the business of cut throat
competition, foresight has always been its ey strength, along with the ability to
deliver the best. Cnlie the saying H;pect the Cnepected the company believes
and wors towards the credo of H;pect the ;pectedJ
A+ARDS * ACCOLADES
1part from much
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!iya Travel and Tours
!iya Institute of :ospitality
!iya :olidays
!iya onnect
!iya #arine Travel
RIYA TRAVELS
ocated in the posh suburban heart of #umbai, !iya Travels has been
renowned as a premier consultancy company in overseas manpower
management. 4edicated professionals and countless satisfied customers
bac !iya Travels, a one of its ind with over 30 years of eperience and
having all over India. 1t !iya they wor with a commitment of G;pect
the ;pected, providing the customers the best service possible. The
trained professionals analy/e every clients reBuirements and give them
eactly what they want. Cnlie other agencies !iya is not about 5ust
providing the best but providing high productive, high caliber and
eperienced candidates according to the epectations of the client. ?ith an
in
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upon the !iya Travel and Tours to plan their trip. !iya understands every
travelers need unlie any other and provide our associates with a high
level of personali/ed services, integrated solutions and user friendly #I8.
?ith the vast nowledge in the field of travel, the company is able to bring
about a perfect balance and create a world of options to choose from.
G!,en -e"/ '&e )0e $e&,!ce$ &",!e - R!' )&',e * )"%&$3
4omestic K International Ticeting7
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 !iya as a travel company
which is unmatched in India and the benefit is passed on to their
associates. !iya brings numerous web
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?hether we are travelling for business or leisure we can approach to
!iya which they provide the best option available. The company have
online database of budget, delue and luury accommodation within India
and globally at discount rates. !iya has tie ups with ma5or consolidators
such as "T1, Travelocity, Travanco etc. the vast selection of discounted
hotels with listings of price, availability and amenities maes booing
with !iya a pleasurable eperience.
ar !ental7
8ervice regarding car rentals can be provided to associates as when its
reBuired. The customers can pre plan the 5ourney with !iya to a step
further and travel stress free. The company boo and organi/e car rentals
and deliver timely services to customers all around the globe.
1irport 1ssistance7 The company has dedicated people who provide assistance at airport in
case of cancellation or reissue of ticets at last minute. The company has
another service of escorting the passengers inside the airport and clearing
all the procedural wor till the security checoreign ;change7
!iya has a separate division for foreign echange and is a fully fledgedmoney changer. It is licensed by the !eserve )an of India. !iya arranges
common foreign echange services for travelers and non travelers
interested in echanging money. The company offers the most
competitive rates with regards to either buying or selling foreign
echange. 8o any foreign echange reBuirement the company can cater to
it. isa 1ssistance7
!iya has a separate division for I81 processing which is dedicatedsolely for I81 clearance. 1n online solution will be provided wherein all
the information for various countries visa reBuirements can be seen as well
as traced by our associates as to whether the visa has been done or not. 1t
!iya, the company offer value enhanced services to help out with visa
related Bueries ensuring that the customers have a truly enriching travel
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eperience. The company has dedicated professionals that are ever willing
to help the customers with any visa related Buery. The company has fullathers passport attested by Indian embassy + affidavit-
F"& GCC C"%n)&!e$< (""/!ng "c%#en)$ '&e &e=%!&e
>irst issue visa and write aalam.
hecing 2assport status
;migration chec up
#edical chec up
2rofessional chec
2reviously, the minimum educational Bualification was 4egree and
presently its 0thstandard.
If emigration is not there, the person has to tae Insurance 2remium.
VISA
The word visa is derived from the atin word harta visa, which means
H2aper that has been seen, is actually an indication that a person is allowed or
authori/ed to enter the country which Hissued the visa, sub5ect to permission of
an immigration official at the time of actual entry. This authori/ation may be in
the form of a document, but more commonly it is a stamp that is endorsed in the
passport of the applicant. In some situations, some countries do not reBuire 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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Re=%!&e#en)$ ("& ,!$'
"enerally the following documents are reBuired for obtaining Indian visa.
:owever, the reBuirement may vary from country to country.
riginal passport valid for at least 6 months for " and year for othercountries
isa fee
Two passport si/e color photographs
8upporting documents, where necessary
4uly completed application form
isa for E!Is and 2Is
2ersons of Indian origins and Eonresident Indians who possess either
I+verseas Indian iti/enship- or 2I card dont need Indian visa. I
and 2I give them the freedom to visit Indian without visa I and 2Icards are multipurpose. ifelong visa for visiting India.:owever those
E!Is and 2Is who dont have I or 2I card can apply for and get in
dean visa through the procedure mention above.There are sub agents to
whom the company issue ticets. They will do production for the company
and gain profit. These are the overall 2roduction process in the company.
6.2 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 Buestion
whether we can incorporate human beings also under the head resources, which
needs little eplanation. ?hen 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 :ardware !esource. The ability
of the worer is Buality, which cannot see, they are 8oftware !esource. :uman
!esource #anagement is based on ideas and techniBues developed to enhance
worer motivation, productivity and performance. The various function of
personnel and administrative department helps in top management to build a good
relationship with the people at wor. >or organi/ation, success depends upon
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Buality of its worforce, identifying wor force accordingly, selecting the right
person for the right 5ob and motivating manpower to the fast changing
environment.
#ainly the :! activities are done through system. It has a 2ayroll 2acage.
The main :! activities include !esource planning, service, #anufacturing, $obs,
:uman resource, ashier, Travel management, supplier reconciliation, payables,
)an reconciliation and receivables. The employees information regarding
eave, 1ttendance, 1pproval and statutory are all doing through the system.
There are three :! staffs are there in this office. The main headBuarters is in
#umbai and they are controlling all the activities which tae place in this branch.
The !ecruitment and 8election process taes place in 9ochi.
!;!CIT;#;ET
?ith an in
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by within an individual and that report is sent to the manager. 1fter his
analysis about that particular employee, that report will send to the
4irector for the final analysis. If the performance of the employee is good
after the final assessment, then increment in salary is given to that
employee.
Travel 1gents >ederation of India +T1>I- K International 1gents Travel
1ssociations + I1T1- They are the travel associations of travel companies who 5oined together
and discuss about the ma5or activities. ;gD if they are going to reduce
commission, then they have to discuss together.
C"n!)!"n$ "( P'#en) "( G&')%!) 'n &"e "( G&')%!)
"ratuity 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 ecess of si months. The amount
payable to an employee shall not eceed one lah rupees. "ratuity at the rate of
seven days wages for each season shall be payable to an employee employed in a
seasonal establishment. 1n employee has right to receive or better terms of
gratuity under any award or agreement or contract with the employer.
A!c')!"n ("& G&')%!)
1 person who is eligible for payment of gratuity under the payment of "ratuity
1ct, &@( or any person authori/ed in writing to act on his behalf, shall apply to
the employer in form G$ to the employer within 30 days from the date the gratuity
became payable to him. 1pplication in plain paper with relevant particulars may
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also be submitted. 1 legal heir of an employee who is eligible for payment of
gratuity shall apply in form G9 to the employer within one year from the date the
gratuity became payable. Eo 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.
6.6 MAR:ETING AND SALES DEPARTMENT
The !iya Travel and Tours India 2vt td has emerged as one of the topollowing are some of the suggestionsD
The company has credit business and its payment mode is based on
weely payment. 8o, 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, 2acages Itineraries and attractive
offers according to the customer demand. This will help to increase the
companys image in the tourism maret. 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 pacages on internet to get
more business from new customers.
The company can improve their advertisement style and try to publish
their products in the maret in a new style.
CHAPTER V
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CONCLUSION
Travel and tourism is an important field. 1 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
pacage 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, accounting for 30% of the worlds trade of
services and 6% of overall eports 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 maing travel arrangements for businesstravelers and some travel agencies speciali/e 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 headBuarters are located. !iya travel is one of the leading overseas
manpower companies of India, renowned or providing recruitment and placement
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in almost all prominent fields throughout the world. The company has 30 years of
eperience, baed by a team of dedicated professionals and numerous satisfied
customers. Cnder the guidance of our chairman #r. "#$ Thampy, the company
has grown tremendously, maing a prestigious name in the industry. 8tarted off in
&'0 as an enterprising trave group has iced off to be one of Indias leading
travel organi/ations today. :aving over three decades of eperience in the travel
industry !iya group has epanded all over the country with *Aoffices and 3
overseas in the C.8 with over A00 professionals to assist.
The !iya travel potential is dedicated to help travelers not only to plan out but
also boo eciting trips and much more. The mission as an organi/ation is to
create inspiring and meaningful eperiences that connect people and places
together. 1irline ticeting is being their core activity. The epitome of high Buality
services and timely deliveries has won !iya recognition and laurels from various
Buarters. >rom the study it was understood that with the support of their
customers the company continued to be recogni/ed for the consistent and
outstanding performance that sets apart from their competitors maing the most
preferred option when we thin of travelling. This study has given me an
enriching eperience and provided me with more insights into the topic related to
Travel field.
BIBLIOGRAPHY
+EBSITE
www.riyagroup.travel
www.travelagency.com
www.riya.travel
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