SUMMARYThe travel and tourism industry is an extremely varied and interesting place to pursue a career. Different segments of the travel industry, such as transportation, tourism support, or accommodations, offer many interesting career choices. Which type of career you choose depends on your own personal interests and abilities.Some travel industry careers require advance training and experience, while others can provide on-the-job training. Once in the travel industry, there are many varied educational programs to enhance professionalism and knowledge.Finding the right career in travel requires some research to determine which is best for you. It might also require some training if special skills are required for that job. A job search plan is another necessary element for success. A resume is one of the best selling tools you have when seeking a job. A cover letter must accompany your resume whenever it is mailed or faxed to a prospective employer. The cover letter is your introduction.Interviewing for a job requires preparation and special attention to the image you present. Know what questions an interviewer may ask, and prepare your answers in advance so nervousness does not cause you to forget what to say.OBJECTIVESAt the conclusion of this chapter, you should be able to:* understand the reasons why people travel, and how travel products and service are purchased.
* understand the many segments of the travel and tourism industry, and the corresponding career options.* realize the personal skills and abilities that will lead to a successful career in travel.* develop an in-depth understanding of several career areas.* write an effective resume and cover letter.* apply for and interview for a job.* recognize opportunities for professional certification and continuing education.KEY TERMSconfidentialitycover letterentrepreneurfamiliarization (FAM) tripInstitute for Certified Travel Agents(ICTA)reservation sales agentresumetour escorttour guidetrade publicationtrade showTravel Agent Proficiency (TAP) testtravel counselorAN OVERVIEWThere are three reasons people travel: for business, leisure time or pleasure, or to visit friends or relatives. Every time a traveler spends one day or night away from home, he has to purchase goods and services. He may purchase these prior to leaving home, en route to his destination, or while at his destination. In the United States alone, it takes 10 million people to provide the goods and services that travelers need.There are several ways for a traveler to purchase these services. If, for example, he wants to reserve a hotel room or purchase an airline ticket, he may choose to call the hotel or airline directly. He may need some assistance finding the right hotel or the airline that serves his destination, so he can choose to do his own research on the Internet and make his reservation on a Web site. He may choose to use a middleman, usually a travel counselor. The travel agency receives a commission from the hotel for making the reservation or from the airline for selling the airline ticket.A traveler may choose to purchase a complete travel package including air travel, hotel room, rental car, and sightseeing. The package is put together by a third party, such as a tour operator who buys the travel products directly from the supplier (usually at a reduced or "net" rate), packages them, and sells them either directly to the traveler or through a travel agency. Currently, most travel products and services are sold through travel agencies. The reasons for this are simple. Most travelers prefer to purchase travel through someone who can save them time, provide product expertise, and the all-important element, provide customer service.
CAREERS IN TRAVELOnly a brief look into travel and tourism is needed to tell us that this is a big business! One out of every nine workers in the United States is employed in travel and tourism. Figure 1-1 shows how we can divide the industry into several segments and some of the careers we find in each segment.What makes a career in travel different from careers in other professions is the great diversity. Many people begin their careers in one segment, such as transportation, and find that the skills and experience gained in that segment allow them to move easily into another segment of the industry. Other people take the more traditional route and concentrate on one industry sector, going on to achieve a series of specific career goals. A hotel career often takes this route, beginning at the front desk, moving on to other hotel departments, and then into management.We also cannot forget the entrepreneur. The travel industry supports many small business owners whose creativity and ideas are the basis for exciting new enterprises. Entrepreneurs can find a place in most segments of travel.Entrepreneur
Business owner.
THE SUCCESSFUL TRAVEL PROFESSIONALJob skills and product expertise can be learned by taking specialized training before entering the job market and through on-the-job training provided by an employer. Personal interests and abilities are what will make the job successful for each individual. For example, a person who does not enjoy meeting and helping people will not be happy in a career as a travel counselor or flight attendant. Taking a personal inventory of your interests and abilities should be an important part of your decision to enter a new career. Compare your interests and abilities to the following list.1. Self-motivation is the ability to determine what should be done and decide how to accomplish it. This is an invaluable skill, especially if you are working without any direct supervision, as does an independent sales representative.2. Foremost for success in most travel careers is a genuine desire to help people. Customers are the reason the travel industry exists. Even if you are in a position that does not have direct contact with the public, you will probably be supporting those who do work directly with customers. Working with the public is often like being an actor with a critical audience, yet it is also rewarding.3. Do you have an awareness of the world around you and an interest in finding out everything you can about it? Will you make a constant effort to gain product knowledge? You can never be satisfied that you "know it all."4. Customer service professionals must have a positive attitude--sometimes under difficult circumstances. The success of your employer will depend on your ability to handle both good and bad days with the same positive approach. Your coworkers and customers alike appreciate and expect this.5. The travel industry is in a constant state of change. You must be able to keep up with the product changes, as well as procedural changes. The changing demands of customers also keep things interesting. In other words, you will have to adapt easily to change.6. Patience is a virtue in most things. In a travel career, it is a necessity. Your customers will not always make up their minds quickly; your suppliers may put obstacles in your path to making a sale; your supervisor may make what seem to be ridiculous demands; and just when you think you know everything, someone will change it. Patience can make your job easier and can make you more efficient if you take the time to get all the facts and chart your course before taking action.7. The decisions you make and the way you handle your job responsibilities will affect other people. Working as part of a team means that you consider the impact of your behavior on those around you and that you do your job in a way that enhances your company's image.8. Medical, legal, or financial professionals understand that client information is strictly confidential and never discussed with anyone outside the office. Travel plans are also highly personal and should be treated with the same confidentiality. The travel professional never discusses a client's travel arrangements with anyone (including the client's spouse) unless that person has been involved in the planning process. Never leave messages at the office or home about travel plans if you are unable to reach the traveler. It may be tempting to tell a friend about the famous person you met, but it violates the privacy of your client to do so.9. In most travel industry jobs, no two days are alike. Because your job duties are varied, you must be able to set priorities, organize your time to accomplish your responsibilities, and recognize changing demands. This requires a high degree of organization.10. Airlines are evaluated on their on-time performance, and you will be, too. It is absolutely necessary that you arrive at your job and at other functions when you are scheduled to arrive. Your manager, coworkers, and customers depend on your presence at work to handle everyday responsibilities. If your personal circumstances interfere with your ability to be on the job and on time, your career will suffer.11. Skills in the areas of typing, computers, letter writing, telephone systems, accounting, filing, and record keeping are a definite advantage for the person entering the travel field. Computer skills have become mandatory, not just for airline reservation systems, but for business and Internet applications as well.12. The need to be familiar with and interested in the world around you cannot be overemphasized. A travel professional must have an understanding of the geography of important destinations, as well as major world events, cultural and social characteristics, climate, and sightseeing attractions.confidentiality
The policy requiring that a
travel professional never
discuss a traveler's plans
with anyone other than the
traveler.
SPOTLIGHT ON CAREERSWhether you are working toward your first job or changing careers in midlife, there are many things to consider. Few industries offer as much opportunity or diversity as does travel, but what about working conditions, chances for advancement, salaries, work hours, required training, benefits, responsibilities, and other related concerns? We take an in-depth look at several career options to provide answers to these questions.Travel CounselorThe travel agency functions as a middleman, channeling products from suppliers (e.g., airlines, cruise lines, tour operators) to customers. The supplier pays a commission (usually a percentage of the selling price) to the travel agency. Commission rates vary from 5% to more than 15% depending on the product and the volume of that product sold by the agency. Although some agencies do not charge their customers for the services provided, the majority assess a consulting or service fee. This has become necessary due to lower airline commissions and other market changes.Travel agencies may sell business travel, leisure or vacation travel, or a combination of both. Agencies, may specialize in adventure travel such as cruises, singles, or senior citizens, or other markets.JOB DESCRIPTION A travel counselor's job is a varied one. In fact, most travel counselors say this is what they like best about their job. A typical day can include conferring with suppliers and customers, issuing tickets, making reservations, and giving advice on tourist attractions, weather conditions, customs, travel documents, and much more. Providing counseling, customer service, and selling activities account for over 50% of a counselor's time. The counselor uses a variety of information sources, including the Internet and airline computers, to assist clients.TRAINING Specialized training is important for prospective travel counselors. Many vocational and proprietary schools offer travel certificate programs lasting from six weeks to six months. Travel courses are offered through adult education programs at public high schools or universities, and some colleges and universities offer degree programs in travel and tourism. Home study or Internet-based courses are also available.Training programs provide an excellent foundation for beginning travel counselors, but on-the-job training is also important. A job candidate with training, but no other experience, may start in a job requiring less skill and responsibility; however, in smaller agencies, a new employee may start out with full responsibilities.SALARY AND BENEFITS According to Travel Counselor, August 21, 2000, the median (the point at which half earn more and half earn less) travel counselor's annual salary is approximately $28,500. Starting salaries range from $16,000 to $19,000. About one-third of all counselors receive only a salary. Others receive either a commission or compensation based on their level of sales. About 75% of travel agencies provide health insurance for their employees.Travel counselors are encouraged to travel, and when they do, it is often discounted substantially. Travel is viewed as part of a counselor's ongoing education and as a reward for being a productive employee. Familiarization (FAM) trips are offered by destinations or suppliers as a way to acquaint a counselor with that product. FAM trips are open only to counselors, and although they often are not free, they are very inexpensive. When using discounts to travel, especially when on a FAM trip, a counselor is expected to dress and act as a business professional.ADVANTAGES AND DISADVANTAGES Most travel counselors consider the variety of the work and customer contact to be advantages of their job. Travel discounts are another. A travel counselor may work under stressful conditions during busy times. Some consider this to be a disadvantage, while others work better under stress. Leisure agencies usually experience more fluctuation in service demand, but may have a more relaxed work atmosphere than a corporate agency.Some agencies operate during normal business hours or Monday through Friday from 8:00 a.m. to 5:00 p.m., but many others have weekend and evening hours in order to be available when their customers are. Agencies that do business over a wide geographical range may have longer workdays to compensate for time zone differences.CAREER ADVANCEMENT In a small travel agency, there may be little or no room for career advancement. In larger agencies, there are opportunities to move into management at various levels. Travel counselors may also consider using their skills in other segments of the industry, such as transportation.RELATED CAREERS* Independent travel counselor. If you have dreamed of a career in which you can work from home, this option may be for you. The independent travel counselor works "for" a travel agency selling its services to businesses, groups, and individuals. Compensation is in the form of a commission on products sold. Your home computer is your connection to the agency's airline computer reservation system (CRS). Job responsibilities are the same as previously described, with added emphasis on marketing and promoting your services. Flexibility is the major advantage of working from home. You can choose not only hours you work, but also the products you promote and sell.* Secretaries. Many secretaries handle travel arrangements for their immediate supervisor, and sometimes for an entire department or small company. The secretary may work closely with a travel agency when making reservations and ticketing, or do the entire process alone. It is beneficial to have knowledge of the day-to-day responsibilities of a travel counselor.* Corporate travel counselor or manager. Many large corporations use a travel agency to handle the business travel of their employees. The business's travel department may make all reservations but get tickets from an outside travel agency, or the department may actually be a travel agency located inside the company offices. A corporate travel counselor or manager may also be asked to assist in enforcing the corporation's travel policy and saving money for the company where possible.* Travel agency owner. Opening a full-service travel agency requires approval by the Airline Reporting Corporation (ARC). An agency will usually be accessible to the public and clearly identified as a travel agency. There are, however, full-service travel agencies located in large corporations or private homes, or on the Internet. ARC sets the standards for appointing travel agencies, and ensures compliance with their regulations. Agency owners often have been travel counselors, and continue to act in that capacity while owning their agency. Some agency owners have not had agency experience, nor do they wish to handle the day-to-day agency functions. ARC requires this type of owner to have a manager who has experience either as a travel counselor or ticketing agent for an airline.* Meeting or event planner. Meetings, large or small, require considerable planning. The meeting planner's job is to coordinate all facets of a meeting from airline and hotel reservations to meeting rooms, meals, and entertainment. Some large travel agencies employ meeting planners, or you may work for a large corporation or independently.Reservation Sales AgentSome jobs, such as reservation sales agent, are very similar across several segments of the industry. Reservation sales agents are employed by airlines, cruise lines, tour operators, hotels, resorts, rental car companies, and others.JOB DESCRIPTION Reservation sales agents work in large central offices and answer customer telephone or Internet inquiries. A computer is used to obtain the necessary information to make reservations, answer questions, or offer information on routes, time schedules, rates, or accommodations.TRAINING Usually a minimum of a high school diploma or its equivalent is required. A travel certificate is not mandatory, but is often preferred by employers.Some type of instruction is usually given on the job. Trainees will be taught company policy, government regulations, ticketing procedures, fare calculations, passenger itinerary planning, and how to use the computer reservation system. Learning how to conduct a conversation in an organized, yet pleasing, manner is an important part of the training. After training, new agents may work with a supervisor or experienced agent for several days or weeks.SALARY AND BENEFITS Reservation sales agents are usually paid an hourly wage, with a starting wage of $7 to $9 per hour being common. The median is approximately $11. In addition to hourly wages, reservation agents usually receive a package of benefits that typically includes free or very low cost travel, health and life insurance, and vacation and sick leave.ADVANTAGES AND DISADVANTAGES Because the travel industry operates at all hours, reservation sales agents may have irregular schedules. Those sales agents with the least seniority often work nights, weekends, and holidays. Many reservation sales agents begin on a part-time basis and then move into full-time work.CAREER ADVANCEMENT Because reservation sales agents are employed by large companies, there is potential for advancement, although it may be in different departments of the company. A reservation call center is a good place to learn some valuable skills and to gain information about all facets of the company's operation.RELATED CAREERS* Ticket agent, passenger agent, ticket seller, or reservation clerk. These various job titles have similar responsibilities, such as selling tickets, handling passenger inquiries and complaints, checking baggage, examining visas, and ensuring passenger seating.* Gate agent. The gate agent assists passengers in airports by making boarding announcements, directing passengers to the correct boarding areas, and issuing boarding passes.* Travel clerk. A travel clerk may work for an automobile club planning surface travel routes for club members. Part of the responsibilities will include indicating routes on road maps, and pointing out restaurants, hotels, and sightseeing en route.* Front desk clerk. In a hotel, motel or resort
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