SUMMER INTERNSHIP TRAINING REPORT

For The MBA Degree (2020-2022)

Indira Gandhi National Tribal University

Under

Indian Institute Of Travel And Tourism Management, Gwalior

“Internship @ India Tourism, Kolkata “

Submitted By: Submitted To:

Student Name: Rounak Acharya Name: Mr. Chandra Sekhar Barua

MBA-TTM: 3rd Semester Chairperson, MBA-TTM

Enrolment Number: 2031751092 IITTM Gwalior

 INDEX:

Sl. No Topic Page

1 Acknowledgement
2 Certificate
3 Declaration
4 Executive Summary
5 Importance Of Internship
6 Objective Of Internship
7 Sectors Of Tourism
8 Literature Survey
9 About Ministry Of Tourism
10 Services Rendered by MOT
11 Organizational members
12 Work Experience
13 Conclusion
 ACKNOWLEDGEMENT:
While notating my feelings, I’m obligated that the accomplishment of this project has been on the
card because of the collective efforts of a lot of people. Hence, I want to take up this opportunity
to acknowledge all of their efforts at first. In the beginning, I would like to thank my parents. I’m
greatly obliged toward the support that you both gave me for always inspiring me and have
conviction in me to finish all my assignment and do my best.

Next, I would like to thank Mr.Chandra Sekhar Barua, Honorable Chairperson of MBA- TTM
of IITTM Gwalior for including internship training program in our MBA academic curriculum.

Then, I would like to extend my extreme gratitude to INDIATOURISM, KOLKATA for giving
the opportunity to complete my summer internship.

Next, I would like to thank Mr. Sagnik Chowdhury, Regional Director, Eastern Region,
Ministry of Tourism, for allowing us to be a part of India Tourism, Kolkata. For his co-operation
and initiative, I was fortunate enough to witness the department’s activities on day to day basis, to
be a part of the team, to learn and perform a lot of activities.

Next, I would like to thank Mr. Sayak Nandi, Tourist Information Officer without whose
valuable guidance, mentorship, leadership and inspiration, my training would have been
incomplete. His vision, knowledge influences me a lot. I learnt so many great things regarding the
professional world as well as the tourism industry from this great person. I’ll be forever indebted
to sir for sharing his experience with me.

Lastly, I would like to thank my colleagues and fellow interns for being an integral part of this
amazing journey. A couple of months with them felt went in a flash. A big thank you to all of them
to influence, inspire me for my future endeavours.
CERTIFICATE:
 DECLARATIO N:

I, Rounak Acharya, a student of MBA in Tourism and Travel Management, Indian Institute of
Tourism and Travel Management, Gwalior, here by assert that I am completely liable for the data
and information which results in providing this assignment report titled “INTERNSHIP @
INDIATOURISM, KOLKATA” submitted to Indian Institute of Tourism and Travel
Management, Gwalior, for the fractional completion of the necessity for the reward of the degree
of MBA in Tourism and Travel Management. I’ve taken caution in all admirations to respect the
academic assets privileges or copyrights, I as an aspirant will be entirely answerable for the same.
My supervisor, Head of Department and the University should not be detained for occupied or
incomplete destruction of copyrights if brought into being at any stage of my degree.
 EXECUTIVE SUMMARY

In the field of tourism industry, a high amount of knowledge along with management by its
workforce is required because of its wide scale of operations. And in the present era of tourism
industry, success requires a huge amount of dedication and management on the part of its managers
and its stakeholders.

For learning the craft of the industry, how’s it’s been regulated by the policymakers, how those
policies are being implemented, how it’s being conveyed to the stakeholders and consumers and
how the necessary safety precautions are taken care of , I’ve completed my summer internship
from IndiaTourism Kolkata, Ministry of Tourism, Government of India (Eastern Region).

IndiaTourism Kolkata as the name suggest, is located at 4, Embassy Road, Ground Floor,
Shakespeare Sarani, Elgin, Kolkata, West Bengal-700071. It’s the headquarter of the eastern
region. Generally IndiaTourism Kolkata generally looks after the tourism affairs of the following
states and UTs:

1. West Bengal
2. Jharkhand
3. Bihar
4. Odisha
5. Andaman And Nicobar Islands.

Generally under the provision of Tourism affairs, Indiatourism generally conducts various
researches and in-depth studies on the various places to find out whether it has the capability to
become a tourist hotspot. Also it looks after the basic infrastructure required, consults with Central
and to some extent to state governments in creating policies that would bring holistic development
through touristic development. Not only basic infrastructure, but also promotion and marketing is
looked after by IndiaTourism.
 THE IMPORTANCE OF SUMMER INTERNSHIP

Employees are often trained away from where they work, whether it is down the hall or on the
other side of the country. The traditional approach puts a wall between what employees learn and
what they do. Summer internship can break down the wall.

Learners and teachers work shoulder to shoulder and develop a feeling of pursuing the same goal
when training. Training becomes something not simply given to employees, but something in
which they participate. Employees can give immediate feedback about what they do not
understand and offer suggestions about how to improve lessons and processes.

Summer internship helps instructors too. They can see how their lessons work in practice and then
fine tune them. The process even lets instructors field-test the ideas and techniques they teach.
Sometimes, this testing leads to not only better teaching but also to better processes .If employees
don’t see how training will make a difference in their everyday work, they’ll be less interested and
more skeptical ─ attitudes that make learning difficult. The need to get buy-in is also emphasized
as the key to winning it is support from the top.

“First and foremost, senior leaders have to commit to and communicate to the learner and his direct
supervisors the value they place on [learning on the training],”

The support of leaders is essential, but it’s not enough. According to Holloway to gain employee
buy-in, trainers must collaborate with all stakeholders to help them “understand the true training

needs and expected outcomes and how these align with the organization’s strategi c goals.”

Ultimately, education programs can achieve the best results by blending classroom teaching with
summer internship.

“The classroom is a great starting point for learning,”, “but the practical application of that learning
is essential as the employee works toward mastering [a] skill.”
 OBJECTIVE OF THE INTERNSHIP

The main objective of summer internship is to acquaint the students formally to a real life work
place environment. This will help to explore the relationship between the knowledge & skills
acquired in college with those required in the working situations. This enables students to
understand and respond better to the market demand.

Summer internship is a hands-on method of teaching the skills, knowledge, and competencies
needed for employees to perform a specific job within the workplace. Employees learn in the
environment where they will need to practice the knowledge and skills obtained during training.

GENERAL AIMS OF SUMMER INTERNSHIP

1. Demonstrate the broad role and importance of the technician in industry/commerce.

2. Give the student an opportunity to establish an interest in industrial/commercial activities.

3. Provide a general work experience, so that the student can apply skills previously
acquired at the College and acquire new relevant skills.

4. Provide a foundation for prepare the student for working efficiently and productively in
industrial commercial establishments.

5. Create a two-way link between the Trade & Industry and the colleges of Ministry of
Manpower so that the graduate of the colleges fulfill their needs and requirements
 SECTORS IN TOURISM

The tourism industry has been divided into eight different sectors or areas. The following sector
descriptions are brief overviews.

1. Accommodation

2. Adventure Tourism and Recreation

3. Attractions

4. Events and Conferences

5. Food and Beverage

6. Tourism Services

7. Transportation

8. Travel Trade

ACCOMMODATION
Accommodation is a base of tourism industry as it is a vital and fundamental part of tourism supply.
Tourists in their travel require location where they can rest and revive during their travel. As a
result, commercial accommodations are in existence. There is great diversity in size and type of
accommodation in relation to location and services provided. The services of accommodation
facilities vary from each other based on their targeted customer groups.

FOOD AND BEVERAGES

Foods and beverages are not only restricted to meeting basic human needs, but have also grown as
an important component of the overall tourism and hospitality industry. The provision of food and
beverage away from the home forms a vital part of the hospitality industry and the global economy
as a whole. However, the food and beverage sector is characterized by the diversity of component
establishments.
ATTRACTIONS
An Attractions main purpose is to grab the customer’s attention so they come to a certain place
and explore the different attractions on holiday. There are 4 different types of attractions in the
travel and tourism industry. These are purpose built attractions, natural attractions, events and
heritage attractions. In the travel and tourism sector, attractions are an important part as this is
what brings in tourist from all over the world.

TRANSPORTATION

Tourism was earlier defined as an industry that provides for the movement, comfort and enjoyment
of people. The 'movement' in this definition is addressed by the transportation sector. Air, railway,
water and ground transport provided 267,600 positions in 1997 and is expected to generate 27,800
new jobs by 2005. The sector is divided into company categories: Air, Rail, Ground and Water.
The following text offers an overview of each area.

TRAVEL TRADE
Travel agents play a vital role in the promotion of tourism. Travel agency is a service industry. It
depends on the goodwill of the people. Travel agents provide all facilities to the customers. A
travel agent arranges travel services from suppliers such as airlines, steamship companies,
railways, bus companies, car rental firms, hotels and sightseeing operators. In the modern world
travelling is more complicated, especially to foreign countries. The stations reveals that about 15%
of people depends on travel agents for planning their journey. A successful journey cannot be
operated without the help of travel agents. It is the travel agent who packages and processes all the
various attractions of the country and presents them to the tourists.
 LITERATURE SURVEY

Tourism is a social, cultural and economic phenomenon which entails the movement of people to
countries or places outside their usual environment for personal or business/professional purposes.
These people are called visitors (which may be either tourists or excursionists; residents or non-
residents) and tourism has to do with their activities, some of which imply tourism expenditure.

As such, tourism has implications on the economy, on the natural and built environment, on the
local population at the destination and on the tourists themselves. Due to these multiple impacts,
the wide range and variety of production factors required to produce those goods and services
acquired by visitors, and the wide spectrum of stakeholders involved or affected by tourism, there
is a need for a holistic approach to tourism development, management and monitoring.

Majorly tourism can be classified into two broad categories or forms-

1. Domestic tourism-Domestic tourism involves people visiting destinations within their

own country's boundaries. It is recognized as one of the three major categories of tourism,
the others being inbound tourism (international visitors travelling to a country other than
their own) and outbound tourism (residents of a country travelling to other countries).
Domestic tourism represents the lifeblood of the tourism industry.

2. International tourism-International tourism comprises inbound tourism

plus outbound tourism, that is to say, the activities of resident visitors outside the country
of reference, either as part of domestic or outbound tourism trips and the activities of non-
resident visitors within the country of reference on inbound tourism trips.
COMPANY PACAKGES

Company packages are excursions or holidays which “package” a variety of services together to
make a single “combined” trip. Commonly they combine such things as transport, accommodation
and meals. They may also include the provision of a company guide and/or leader. Tours can be
long or short in duration and distance. They may be a one-day or overnight package, or they could
be a period of a month or more.

Packaged tours typically include:

1. All transfers between airports/harbors/stations and hotels

2. Twin share tourist and first-class accommodation with private facilities, as specified
3. Cruises
4. Rental cars / coach
5. Entrance fees to attractions
6. Insurance
7. Tickets for entry to events or attractions
8. Insurance

Types of company Packages

The types of packages available in market are vast and varied. This ensures all consumers’ needs
and desires are met. Package tours can be further broken down into specific company types. Tours
available range from Special City or Regional tours, Group tours and Fully Escorted tours.-
interest tours, Adventure tours,

1. Special-interest tours are designed around a particular interest area which could include
arts, food and wine, sport, cultural or agricultural. Specialist tours may include an expert or
celebrity guide who relates to the theme of a company(e.g. a gardening expert accompanying a
garden tour, or an art expert accompanying an art tour).

2. Adventure tours are designed to allow the consumer to participate in their area of interest
for the length of the company and more experience based. They generally are physical and require
a certain level of fitness, however, can sometimes be modified to meet company needs depending
on the other travelers. Some examples of this company type include diving, rock or mountain
climbing, horse riding, skiing or cycling.

3. City/regional tours normally last for one full day or less. They follow a fixed itinerary
and will visit areas of interest in a specific place, whether that is historic, religious or cultural,
refreshments or meals are often included.

4. Group tours also follow a fixed and pre-arranged itinerary. They often only take place
depending on the number of travelers i.e. they require a certain number of travelers in order to go
ahead or it becomes a financial cost rather than profitable. It is also worth noting there are a
maximum number of travelers on group tours too, as determined by the mode of transport – a
56seater coach can accommodate no more passengers and therefore the number limit is defined.
Group tours are generally always escorted or a company guide service is provided.

5. Fully escorted tours are often a good idea for solo travelers and especially women
travelling alone. This type of company offers a sense of security or overcomes language and
cultural barriers. Also, these types of tours are often somewhat educational, the escorts providing
local, historical and cultural knowledge or insight gives the consumer are more worthwhile
experience and understanding of the country (place) visited.

6. PLANNING A TOUR
For domestic company operators, while working on a company programme, it is important to
consider the following matters:

1) Interest-
Interest of the person for whom they are planning the company is most important. Planner must
know if the theme is Sightseeing, Cultural, Religious, Historical (any particular period of history),
Architectural, Wildlife, Trekking, Adventure sport or Leisure, etc.

2) Time of Visit-
If the tourist wants to visit any particular destination .Then tourist should make the booking for
the hotels and flight in the off season so that he can get cheap rates. For e.g. the season for Goa is
from November to March and if the tourist books his tickets and hotel in the month of October
then the tourist will get cheap rates
 3) Duration-
Whenever the tourist plans to go to a particular destination then company operator should decide
the duration of the company such that the tourist gets enough time to explore all the spots of
attraction at the destination

4) Pace-
This is important as people of different nationalities and different age groups like to move
differently. Some like to spend one day at each place while others like to spend two to three days
or even more.

5) Budget-
This is important as this will determine the quality of hotels, the amount of travel and activity and
other variables-meals, special party, theater or shows, special visits etc.

Once we know the above parameters we need to find out:

I.The proposed points of visit, their location and accessibility by road, train and flights.

II.Facilities available i.e. types of hotels, local transport, local agent, telephones, etc.

III.Entrance Formalities and other rules.

IV.Any permits if required and who will issue and what are the requirements.

V.Any holidays during the period of the tour. Since it may happen that the place of visit may be
closed on that day. For example, most museums are closed on Monday.

VI.Fairs and Festivals- This always adds to the possibility of increasing the value of the tour.
For example, Goa Carnival, Holi of Vrindavan, Urs at Ajmer, Gurpurab of Punjab, etc.

VII.Any special event taking place which can be included to enhance the usefulness of the visit
like Book fair, handloom exhibition or a special crafts fairs. For example Suraj Kund fair

VIII.About the time of operation i.e. what is the season and any problems with it such as heat, snow,
floods etc. One should also see if accessibility is there because, for example, a few
important National Parks are closed for three to five months in a year and Ladakh cannot
be accessed by road excel between July and September, etc.

IX.The time taken to travel- This variable depends on the road conditions, flight timings, and
train timings.
 X.The time required to visit a monument, temple National Park or a particular event and the
timings for visit for individual spots.

XI.The availability of guides and the languages they can they speak.

XII. The choice of shopping, such as genere and budget.

The next step includes a look on these aspects and making a planned itinerary for travel.
I. Itinerary Preparation
1. A company itinerary means a tourist route that includes visits to various historical sites,
places of cultural interest, or natural attractions—an itinerary undertaken for cultural,
educational, health, or sports purposes. Company itineraries may be worked out
completely by the tourist agencies and organizations or based on the specific
requirements of the tourists.

2. In terms of their directional orientation, the various types of itineraries include linear,
circular, and radial ones. Itineraries are also distinguished in terms of mode of travel—for
example, walking, cycling, automotive means, or water transport; in terms of time of
company operation—year-round, seasonal, or one-time itineraries; and in terms of the
different arrangements that may be involved for group and individual itineraries.
3. Tourists may follow organized, or preplanned, company routes (on the basis of tourist
organization travel vouchers), or they may work out their own independent itineraries.
Organized company routes are specially designed and equipped to offer tourists such
services as excursions, tourist centers, and camp sites

II. Costing a Company Package

How do company operators make money when they do a costing? The two major methods are
increasing mark up and making savings through buying power:
1. Mark up-
Company business makes-a profit, and keeps us in employment, by handling as many clients as
possible and by making sure that we make a profit on each group of clients. In order to ensure that
we make a profit we must first be aware of the total cost of the components of the package to
company, and we must add a mark up to that total. A mark up is the extra amount which company
can keep. If we give a quotation which is too high, because we have been too greedy with company
mark up, we may lose the business to a competitor. At the same time if we do not charge enough
we may not survive as an organization.

There are a number of other technical terms which you should know before moving on.

• Buying Power- We are also able to increase the amount we make on each tour group by
working to reduce the price at which we buy the services. This has the effect of increasing our
margin without increasing the price at which we must sell to the clients. We are in a good
position to negotiate in this way when we are able to give one supplier, such as hotel, a lot of
business which we have gathered from many wholesalers, or when we are able to persuade our
clients to travel at unpopular times (off season) of the year.

• Net Rate- This is the price which a supplier charges us and which he wants to be paid by us.
We are free to add any amount of Mark Up to it before passing it to our client. The net rate is
always kept absolutely confidential to us and the client must have no idea of the extent of the

mark up.

• Gross rate- This is the rate which a supplier quotes us. It includes an amount, expressed as a
percentage of the gross rate, for us. This hidden part for us is usually known as Commission.
For example, if the Gross price is Rs. 10000, and the commission rate is l0%, our supplier
wants to be paid Rs 9000 and expects us to sell the service to the client for Rs 10000. It is
probable that the same service is available elsewhere for Rs 10000 and that the client is aware
of this selling price.

• Profit- It is what a company hopes to have left at the end of the year after all its bills have been
paid, including taxes. Profit is not the same as mark up. However, it should be noted that many
travel companies call the amount they have made on a file "profit on this file and not mark up

on this file. This is technically incorrect but as it is common practice.

• Margin- It is much the same as mark up but whereas mark up tends to be expressed as a
percentage, margin & tends to be an amount expressed in money.
2. Obtaining the rates to use in a costing
The simplest way to obtain the rate you will be charged for a particular service is to ask the
supplier. You could telephone a hotel ask for a agent's net rate, or a commissionable gross rate,
and simply work from there. If you deal only very rarely with a supplier then this is what you will
probably have to do.

This is the easiest way to get a rate, but it will not be the best price available. Most tour companies
go to great lengths to negotiate favorable special terms with suppliers they use frequently and so
you are likely to find that in your office there is a list of rates which your company is charged by

these good partners. It may be held on a paper file, or in a computer.

3. How to Reduce Costs?

Sometimes, you will cost a tour and find that the selling price is too high for your client. What can
you do in this case? It is not always possible to cut the margin, or try to negotiate a lower buying
price. You can try a number of other alternatives:

• Reduce the number of nights,

• Reduce the included meal plan,

• Reduce the included sightseeing or activities, or

• Use a cheaper hotel, etc.

All of these will have the effect of reducing the gross cost to your client. When you take an action
to reduce the cost by reducing the quality you must be sure to explain clearly to the client why the
tour is now less expensive. Relationship with Principal Suppliers

The modern travel industry is characterized by many small businesses, i.e., the service providers.
These small businesses have recently come under pressure from changing external factors
including those in the technological and competitive environments as well as from the
“customers”. The economic linkages of principal – agency relationship served the tourism industry
well over last 50 years or so. It made sense in the days when travel agents were just intermediaries
remunerated by airlines and other travel suppliers to distribute their products. But on a very
different note, a world is emerging where agents are emerging as “Travel Management
Companies” whose first loyalty is to customers.

On the other hand, in most of the cases monopolies have broken down and intense competition has
moved in as far as the suppliers are concerned. The travel agencies have developed their own
brands in relation to the quality of service provided to the customers and keeping this in mind they
now choose their suppliers also. In the light of this changing scenario new sets of guidelines and
strategies have emerged for engaging and handling travel service providers. Increased
commissions are no more a criteria for selecting the principal supplier unless matched by the
quality in service. In the competitive market no travel agency is going to survive for long if just
profits are given priority over the quality of service. Hence, as a strategic shift the travel agencies
offer a varied price range of products, co-relating the type and quality of services with the prices.
To this is added the concept of collective management efficiency of the services which can be
achieved through:

a) A one stop shop facility, i.e., one phone call or one electronic message enables
them to organize the complete trip
b) The coordination of the bookings to reduce wastage of time and mistakes
c) Administrative/processing savings
d) The coordination of management information through one source.

Like the travel agencies every principal supplier also has its own priorities like retention and
growth of market share and distribution cost reduction. Travel agents play a crucial role in the
accomplishment of both these priorities. Both company operators and travel agents enter into long-
term contracts with air carriers, hotels and other suppliers for the provision of bulk travel services.
Company operators assemble them into a package tour, which are then marketed to the general
public through travel agents. The following aspects must be taken care of while selecting principal
suppliers:

1. Investigate the reliability and willingness of the supplier to deliver the service timely,
safely and as per the quality promised. In this connection, they may take into account
suppliers’ financial status prior history (both accident and safety), existence of insurance and
compliance to all applicable licensing and safety regulations (both domestic and foreign).
2. Take into account risk factor as they cannot operate under an assumed duty theory. The
consumer’s exposure to risk should be minimal. Though there might be situations like in
adventure tours where a calculated risk would always be there.

3. In case principal suppliers are insurance agencies it should be ensured that they make
claims settlements timely.

4. In fact, an extremely professional approach is required while selecting the principal

suppliers and this has to be customer oriented. Commissions, credit time, incentive
schemes, etc., though necessary for achieving profits in business should not overwrite the
quality aspect as ultimately it is the quality of the service that is going to bring them
business and thereby profits.

III. Tourist Transport Operations

Tourist Transport is a very integral part of the Tourism Industry. It is important to see that the
transport is dependable, clean, in good condition and the driver is courteous, punctual, and
knowledgeable of the route and a safe driver. There are mainly two categories of transport - Cars
and Coaches. There are many sizes of coaches and selection will depend on the purpose and area
of operation which may vary.

The Bus transport is for long journeys for those who can afford a good holiday and are looking
for:

1. Comfortable luxury seats possibly reclining,

2. Air-Conditioned / Non Air-Conditioned.

3. Video.

4. Facilities for drinks, fruits etc.

5. Toilets

6. Baggage Space- the Luggage compartment should be large enough to handle the baggage
or there should be a good luggage rack on the bus.
7. Hat Rack and Seat Pocket are also very important to keep hand baggage, jackets and
reading materials.

8. It is for this reason that this bus is termed as a deluxe coach and not a bus. Here one must
remember that whatever facilities are offered in the coach they must be functional like fan,
bell, lights etc.

Tourist Transport is mostly a full charter and does not allow sharing with others. Many company
operators have their own coaches but many hire them also from the transport operators. In fact,
Tourist Transport Operators have emerged as another vital component of the tourism industry. For
any journey performed, the commercial vehicle needs to take permits for that particular journey.
This is obtained from State Transport Authority.

IV. Relationship with Accommodation Providers

After travel the next is to deal with accommodation providers. In many cases the role of
accommodation is so vital that it has become a destination in itself. Imagine going to a hill station,
i.e, Shimla during summers without having booked company accommodation. They might have
used the best mode of transportation but in the absence of accommodation the company will be a
waste. Commissions and credit time play a crucial role in deciding the nature of accommodation
to be packaged or sold to a customer. This is applicable to all types of accommodations ranging
from five-star to non-star categories. At the same time the location of the property and the
destination, services offered, etc. are also crucial determinants. They must ensure that company
customers get a preferred treatment and are not put to any discomfort (wait in the lobby for location
of rooms, bad location of room, etc.).

V. Caring for Customers

For company operators to be successful and earn money, they must provide quality service. If an
operator does not do this he/she will find it difficult to attract customers. There is fierce
competition amongst inbound operators to get and keep clients. Only those who really provide
good customer care have a hope of surviving.

The following are the key points to keep in mind while making a company package for a client:
1. Providing a Quality Service-
Their clients have high expectations of the service they can provide. For these expectations to be
met depends largely on how good they are at company job. They can either make their dreams
come true or turn their dreams into nightmares. Unless they can satisfy these expectations
customers will be unhappy. On the other hand, if they can give better services than they expected
they will have gone far beyond their hopes and expectations. Remember that many clients may be
experienced travelers who will judge company service against their previous experiences. Trying
to please every customer is not only done to make them happy but to get repeat business and good
publicity. Caring for company clients and ensuring they enjoy a high quality service is all about
putting people first. The reason for checking a ticket delivered by an airline before giving it to
company customers is to give them the best service.

Always remember that every client likes to feel special. Making each one feel different from
thousands of others we deal with every year is not always easy. Here are a few simple ways to
achieve this:

i. Always acknowledge people when they meet them,

ii. Look them in the eye when they speak,

iii. Smile - and mean it,

iv. Address people courteously, and

v. Use their name if they know it.

Liking all customers is not easy either as there will be some people they instantly like, while there
will be some people they instantly dislike. This is not wrong as it is after all a natural human
reaction. But it is wrong to let company show dislike for its customers.

2. Giving a little bit extra-

'Giving that little bit extra' means thinking of company customer’s reaction to company work,
and trying to look after their comfort and satisfaction. With experience they will learn what the
customer expects from you. The secret in giving that little bit extra is anticipating the request
before it comes, being prepared to deal with it and even perhaps offering it before it is asked for.
It is the caring way the service is delivered that makes success. The idea of giving that little bit
extra is really what good customer care is all about. They should put the client's interests first.

For example consider the following response of a client; it highlights the key factor in giving
quality service:

"When I went to the company operator to book my snorkeling trip, he asked me if I preferred a
mask with or without side windows and he also checked whether I had any previous experience.
When I said I had none he offered a free introduction in the swimming pool so that I would be
comfortable at once on the real reef. He made me feel really relaxed when I had felt a little nervous.
That was really helpful."

This example shows how to make a customer happy and satisfied by taking care of small things.

In the job, employees will be shown a whole series of tasks to do and be encouraged to do all of
them well each and every time. They would easily start to focus on doing the job to please company
senior, and forget that the reason for doing the job is to look after company client. To give them
the best possible standard of care and service is the reason for doing all the different tasks that are
part of company job.

Sometimes they should ask themselves "Why am I doing this?" If they can arrive at an answer that
puts the client first then they have understood correctly. But if company answer is "Because the
boss says that is what to do" they are not focused on the customer and are likely to do just the
minimum to scrape by.

3. Handling Client Complaints-

There will be times when things do not quite go right. The company needs to be ready to deal with
them. Clients or wholesalers may sometimes bring a problem to company's attention, without being
upset about it. It is really a request for additional help. Once the help is given the issue is closed.
These are often small incidents. They may also result from a client having slightly different needs
from most others. A simple adjustment or extra service solves the problem. It can even be turned
into an example of extra caring, extra attentive service. They can earn extra goodwill by removing
these kinds of problems. On the other hand a Customer/wholesaler complaint is a problem when
they really feel upset about it. This is where the issue gets complicated. They will have to deal
with two quite separate things:

1. Firstly, they will have to deal with feelings and emotions,

2. Secondly they will also have to deal with the problem.
Anger and criticism are like fire; they spread rapidly and can quickly get out of control. By
following these guidelines they contain the anger, get it under control and stop it spreading. They
will also have to deal with feelings and emotions. Do take every complaint seriously, even when
they think it is exaggerated or unreasonable. This will let company client know that they are
prepared to listen and help. It may start calming them down right away. They can also take certain
other steps:

1. Do stay calm. This allows them to stay in control. When the company operator is calm
and the clients are angry the observers are likely to suppose the company to be right.

2. Do keep company operator's speech and tone business like.

3. Do try not to take the complaint personally. If they do so they will become emotionally
involved too, the situation will get worse because they will start to defend themselves or
argue back.

4. Never argue or answer back. If the complainant does, centre on then bring in a
colleague or manager as a witness.

5. Any problem has to be dealt tactfully. They should take the person somewhere private as
loud voices attract attention and anger can be contagious. Get the person to sit down as
people often become less aggressive when seated. Listen all the way through the
complaint and often the clients will talk themselves out of their anger. Ask questions to
get the full details and they can show understanding but must not offer company's own
opinion on the issues.

6. Make note of important points. Repeat them back to the client so that both agree to
have all the facts. Alternatively, they can ask the client to write out the report. This in
itself can be a cooling down tactic. Find out exactly what the person wants.
7. Agree on a solution. This is possible where they can manage to solve the problem. If they
need time to investigate the complaint or to consult other people, undertake to report
back with an answer or a solution.

8. Monitor all complaints and problems. By keeping a record of all the incidents that happen
they will be able to see trends and patterns. This allows them to put the matter right at the
source and could stop it happening again

So, a company operator’s job is a difficult one. It is a must that what is offered as a product to the
tourist has been experienced by the Company Operator or his agent / representative / official. This
is necessary to know the quality of services one intends to put in the package. Similarly a distinct
knowledge of tourist transport operations is also necessary.

Now, one can conclude that a travel agent or as a manager/supplier of company operation activity,
shall not only maintain linkages with different suppliers but must also handle them in such a
manner so that they shall provide satisfactory services to the clients. The customer spends directly
or indirectly more time with principal suppliers be it airline, hotel, local transport, site or any other
ancillary service provider. This puts the entire onus of quality on them because the customer has
bought everything from the agency.

Hence, customer satisfaction and promotion of company's own business will depend on the
relationship they have with company's principal suppliers and remember this relationship gets
reflected in how the principal suppliers cater to company customers, say for example, if the
company delays payments to the principal supplier the company customers may not be treated well
by the principal suppliers. This again will not be a right thing on the part of that principal supplier,
as it will bring bad publicity to him also.

Remember that intra-industrial relationships have to be built on the basis of mutual confidence,
trust and fair play. If these are present, differences can be sorted out on company to company basis
without affecting the quality of service to the customers.
 ABOUT MINISTRY OF TOURISM, Government Of INDIA:

Today, tourism has been recognised as an important weapon instrument in the economic and social
development of a nation. It has the capacity to contribute towards employment, rural development,
and balance of payment, earnings, national integration and international understanding. Thus, for
social, economic, financial and political reasons governments take a direct interest in the
development of tourism within their respective states. Government involves itself in tourism
planning, regulation, development, promotion, and marketing of tourist products. It plays an active
as well as a positive role in the promotion and development of tourism. The main reasons of
Government’s involvement in tourism are:

• Foreign Exchange Earnings and their significance for the balance of payments;
• Employment generation;
• Building the image of the country as a tourist destination;
• Provision of sound tourism infrastructure;
• Economic survival growth;
• Political structure;
• Private sector investors may be reluctant to invest in speculative tourism ventures
• Planning, policy-making and control;
• Protects tourism resource and environment;
• Tourism industry requires careful coordination in the development marketing of tourism

Practically all nations in the world, irrespective of its size, pattern and structure, have tourism
development and promotion organisations, which are controlled and financed by the centre or state
or both governments. In India, every state and union territory have their own independent tourism
departments, and several of them even have tourism development corporations sometimes we even
find regional tourism development corporations. These tourism corporations are in public sector
and operate at the state, central or regional level such as the India Tourism Development
Corporation (ITDC), Tourism Finance Corporation of India Ltd., (TFCI), Himachal Pradesh
Tourism Development Corporation, Haryana Tourism Corporation, Punjab Tourism Development
Corporation etc. The tourism corporation in collaboration with the department of tourism,
functions as a promoter, developer, facilitator and planner. These corporations market their
respective state as tourist destinations and even provide timely and accurate information to inbound
four operators. Tourism Corporations have information offices in the major cities and offer
package tours in collaboration with Air Indian Airlines, India Railways travel agencies and tour
companies.

The Department of Tourism, Govt. of India is responsible for the development and promotion of
tourism in those areas where private sector is reluctant. In fact, the basic tasks of the Ministry of
Tourism are to undertake promotional activities and to develop tourism infrastructure .
Organization of Department of Tourism:.

The major objectives of the department of tourism are as follows:

1. Promotion and publicity at home and abroad with the object of promoting travel to and within
India;

2. Compilation, collection and dissemination of tourist information in India and abroad and
attending to enquiries from international tourists, travel agents, airlines, steamship companies, tour
operators and hotels;

3. Facilitation work, such as simplification of frontier formalities in respect of international

tourists;

4. Cooperation with international travel and tourist organisations at government and non-
government levels;

5. Development of tourist facilities and infrastructure at places of tourist interest to international

and domestic tourists;

6. Regulation of activities of the various segments of the travel trade, such as hotels, travel agents,
tour operators, wildlife outfitters, guides, tourist car operators and shopkeepers catering to tourists’
needs;

7. Compilation of statistics, conducting and commissioning market research and surveys.

Functions, Activities and Role of Department of Tourism:

The functions, activities and role of Department of tourism involve the dissemination of tourist
information, development of tourist facilities, and regulation of the activities of various segments,
such as hotels, travel agents, transport operators, wildlife outfitters, guides, etc. Other important
functions are to project India’s image abroad through publicity media such as advertising in print,
TV/video, production of tourist publicity literature including posters, and maps, films, studio-
visuals, putting up of cultural presentations, participation in trade fairs and exhibitions and the like.
The highlights of promotional activities undertaken overseas are:

1. Extensive electronic campaigns are launched in the major tourist generating markets of USA,
UK, Europe, West Asia, Japan, Australia and South-East Asia. These are backed by print media
campaigns aimed at product marketing.

2. Support is extended to wholesaler and tour operators overseas for launching new India
programmes in the major markets.

3. Agreements are signed with international airlines for special India promotions to be launched
abroad.

4. The Ministry also launches a massive campaign in the United states in cooperation with TWA
(Trans-World Airlines) Gateway Holidays

5. An “Affordable India” campaign has been launched in Europe to generate off- - peak seasonal
traffic

6. Incredible India campaign.

The department of tourism has taken the following important activities for infrastructure building:
1. Wildlife Tourism

2. Yatri Niwas

3. Social Tourism

4. Adventure and Sports Tourism

5. Mountain Resorts and Winter Sports

6. Transport at Selected Centres

7. Floodlighting/SEL Shows

8. Infrastructure Development at Tourist Centre

9. Cultural Tourism, Beach Tourism

10. Development of Andaman and Lakshadweep

11. Golf Courses

12. Tourism Planning at Selected Buddhist Sites

13. Setting up of Taj National Park

Besides promotional activities, the Ministry of Tourism is also involved in the task of developing
tourist infrastructure by providing budget accommodation, wayside facilities, and development of
specified tourist centres. The government has given high priority to development of human
resources for hotel-catering industry on the one hand and tourism and travel industry on the other
as an important aspect of infrastructure building. The Department of Tourism is responsible for
the promotion of India as a tourist destination and development of tourism infrastructure facilities
in the country. It also performs regulatory functions in the field of tourism. The functions and
activities of the department include:

• Promotional:
 It carries out extensive publicity and promotion campaigns through its tourist offices
located in the major tourist generating markets of the world viz., USA, Canada, UK,
Western Europe, Australia, South East Asia, Japan and West Asia.
• Development:
Various schemes under successive plans have been formulated and implemented for
domestic and cultural tourism, development of supplementary accommodation, promotion
of wildlife tourism, sports tourism, social tourism, mountains and beach resorts, promotion
of fairs and festivals, in aid and subsidies for hostels, grant of loans for tourist transport
operators, leisure tourism and development of travel circuits. It also assists the State
governments, State Tourism Development Corporations and other agencies for the
implementations of various schemes under Five- Year Plans.
• Regulatory:
It exercises the functions of laying down norms and conditions for the operation of hotels,
travel agencies, tour operators and tourist transport operators and maintains approved lists
of these agencies. The conference division handles international training, bilateral
relations international cooperation and international conferences. The department was
represented in the Tourism Promotional Seminars in Spain, France, Saudi Arabia, UAE,
Oman, Qatar, Germany, Austria and Denmark. Conferences. In the international
conference field, the Nodal Ministry’s clearance and clearance of Home and External
Affairs Mini are arranged for various conferences.

India Convention Promotion Bureau:

In the last decade, an important component has emerged to the tourism scenario, i.e.,
convention and conference traffic. The benefits of holding of conventions in the country
are manifold, besides earning valuable foreign exchange. By holding the conference they
give the national members of that particular conference an exposure to international views
and news regarding their particular area of specialization. In India, the conference traffic
has increased steadily during the last few years. In order to promote conference traffic to
India, the travel trade has set up India Convention Promotion Bureau (ICPB). The
membership of ICPB comprises the Department of Tourism, national air carriers, hoteliers,
travel agencies, tour operators, international congress sectors, state tourism development
 corporations, airport authorities and other segments connected with travel trade. ICPB has
got the approval of International Congress and Convention Association which will help in
obtaining more conferences and conventions to India.
• International Bilateral Relations:
The department had negotiations with various, foreign countries under the Cultural
Exchange Programmes. This Division has also handled tourism cooperation with the
member-countries of SAARC and the implemental of greater cooperation in tourism
between the member-countries by means of fiscal and physical incentives.
• Japanese Assistance to Buddhist Heritage Sites:
Sites associated with the life of Lord Buddha are situated in areas of Bihar and UP which
were once rich in resource and development. These areas are now some of the most
backward and undeveloped areas in India. With a view to developing Buddhist pilgrims
the central and state governments would undertake landscaping of the area, strengthen the
road, rail and communication systems, build wayside amenities and hotels to suit both the
pilgrim traffic and also the upmarket traffic from Japan, Thailand, etc.
• Indo-German Cooperation:
Germany is one of the largest markets of tourists to India. Additionally the percapita
expenditure on German tourists on overseas travel is the highest in the world. Travel
Agency and Tour Operation ETS-103 247 It has been recognised of late that there is
considerable scope for promoting inbound tourism from Germany to India.
• Regional Offices:
Within India:
The tourist offices in India and abroad disseminate information on places of tourist interest
and available tourism facilities and amenities in India. These offices maintain liaison with
the state governments, state tourism corporations and also help the Ministry of Tourism,
Govt. of India in exercising control over different segments of the travel trade to ensure
that services to tourists are maintained at the national, international level and are available
at reasonable rates.
Overseas:
 A highly competitive market situation continues to prevail amongst the countries of the
world who wish to attract affluent tourists from the developed world. Given the prevailing
scenario the existence of the overseas tourist offices has acquired considerable importance.
These offices are the Ministry’s outposts in the traffic generating markets of the world and
their prime function is to create an awareness of India as an important/attractive tourist
destination. Tourist offices in India and abroad handle tourist enquiries, disseminate tourist
information, undertake promotion by means of advertising and publicity, maintain liaison
with travel trade and press. The main function of tourism offices abroad is to counter the
adverse coverage by foreign media in respect of various events taking place in India. With
the objective of achieving optimum impact the government and Air-India under the
Operation Schemes are engaged in joint promotional efforts in Europe, UK, America, East
Asia, West Asia and Australia through tourist offices located in various parts of the world.
• Vigilance
The Vigilance Cell is headed by Chief Vigilance Officer of the rank of Joint
secretary/Deputy C.V.O of the rank of Deputy Secretary and Confidential Assistant. With
this set up, every possible effort is being made to look into the complaints and get them
processed/ investigated promptly.
• Tourist Publicity Literature
Under its production programme, it has brought out a range of publicity material including
shell folders on adventure, wildlife, South India, Agra and Rajasthan, have declared Hotels
as Industry.
The main thrust in the plans is to vigorously promote domestic tourism and move towards
diversification of overseas tourism to India. Department of tourism instead of merely
focusing on cultural tourism interest, has also laid greater emphasis on leisure and holiday
tourism, winter and water skiing, adventure sports, responsible and ecotourism etc.

• Promotion of Wildlife Tourism:

 To promote wildlife tourism, facilities are provided in the form of forest lodges and
transport within the sanctuaries / national parks: forest lodges at Enjal (Gujarat), Manas
(Assam), Dhangari (UP) and Parambikulam (Kerala) is in progress.

• Wayside Facilities:
Recognizing the importance of a well-programmed network of wayside amenities to keep
pace with the fast developing’ highway tourism within the country, the construction of
wayside facilities on the roads leading to or connecting important tourist centres are taken
up for implementation.
• Tourist Arrivals/Earnings and Surveys:
The Market Research Division Dept. of Tourism, Govt. of India is responsible for
collection, tabulation and dissemination of information on various aspects of tourism in
India. The statistics being collected regularly include data of international and domestic
tourist arrivals, occupancy statistics of approved hotels, number of tourists visiting
selected monuments, etc. Various surveys/studies are undertaken from time to time to
assess the availability and adequacy of infrastructural facilities, demand characteristics
reactions of tourists, etc.
• Domestic Tourism Statistics:
The government introduced regular reporting ‘system of foreign tourist arrivals and
departures. A similar system is being developed on domestic tourist movements with the
assistance of states/union territories. In addition, adhoc surveys are being taken up from
‘time to time or gathering objective information on various aspects of international ‘and
domestic tourism in the country. With the increase in income levels and the ‘emergency
of a powerful urban middle class, the potential of domestic tourism has grown substantially
during the last two decades. This has been further accelerated with increased awareness
about domestic tourism. However, there are no precise estimates of total domestic tourist
traffic in the country State governments have been therefore, persuaded to set up small
statistical’ cells for the collection of domestic tourism statistics through accommodation
establishments and furnish them to the central government on a monthly basis.
Other Inter-Related Govt. Organisations in Tourism:
• India Tourism Development Corporation (ITDC):
India Tourism Development Corporation has been the prime mover in the progressive
development and expansion of tourism infrastructure in the country. It was established
on October.1966 as a commercial organisation in the public sector. ITDC has been
playing a crucial and strategic role in ensuring proper dispersal of socio-economic
benefits of tourism, promoting national integration and international understanding,
helping removal of regional imbalances, generating employment opportunities,
augmenting foreign exchange earnings and also acting as a catalyst in the development
of tourism in the country.
• The ITDC Board consists of Directors including the Chairman-cum-Managing Director.
The organisational set up at the Corporate level comprises number of functional Divisions
each headed either by a Senior Vice—President or Vice–President. The organisation chart
of the corporation is given below in Figure 2.
• There are four regional offices at New Delhi, Mumbai. Chennai and Kolkata. The
following are the main Subsidiary Companies of ITDC:
• Assam Ashok Hotel Corpn. Ltd.

• Ranchi Ashok Bihar Hotel Corpn. Ltd

• Utkal Ashok Hotel Corpn. Ltd.

• Madhya Pradesh Ashok Hotel Corpn. Ltd.

• Pondicherry Ashok Hotel Corpn. Ltd.

• Donyi Polo Ashok Hotel Corpn. Ltd.

• Each of the above subsidiary companies has initially undertaken construction of joint
venture hotel project in the respective State. ITDC in collaboration with Shri Mata Vaishno
Devi Shrine Board has set up a Fast Food Restaurant at Jaikaaran Ashok at Shri Mata
Vaishno Devi Shrme. The Corporation has signed Promoters’ Agreements for setting up a
Resort Hotel Project at Pahalgam in collaboration with Jammu and Kashmir State Tourism
 Development Corporation Ltd., and a joint venture hotel project at Chandigarh in
collaboration with Punjab Tourism Development Corporation Ltd.
Role of ITDC in Tourism and Travel Trade:
There is no doubt, that the ITDC is at the forefront of Indian Tourism which possesses an elaborate
infrastructure of hotels, beach resorts, travel agency, car rental services, duty free shops,
consultancy services and convention and conference facilities across the length and the breadth of
the country. During the recent years, the Corporation has entered into joint venture agreements
with several state governments to set up mid-market or budget hotels. It has also offered tour
packages in collaboration with Air India, Indian Airlines, State Tourism Corporations and Indian
Railways, as ‘enjoy India’ for domestic tourists and ‘discover India,’ ‘Pilgrims Tours’ and
‘Buddhist Package’ etc.
The role of, ITDC can be better understood in the following points:
• Helps, in the development and promotion of Infrastructure

• Promotes India as a tourist destination at global.

• Helps in the promotion of domestic tourism in collaboration with railways

• Provides training facilities.
• Provides consultancy services
• Promotes inbound tourist traffic
State Tourism Development Corporations:
Recognizing the immense tourist potential in the states, the state governments has
established department of tourism and state tourism corporations to promote and develop
tourism in the state The states are playing an pivotal role by investing in tourism related
activities from their own financial resources in the big way. Each state has followed the
Central Government in setting a tourism department, and tourism corporations. The state
tourism corporations are working under the Ministry of Tourism on the pattern of ITDC.
The main state tourism development corporations are Delhi Tourism and Transport
Development Corporation Ltd., Haryana Tourism Corporation Ltd., Punjab Tourism
Development Corporation Ltd., Himachal Pradesh Tourism Development Corporation
Ltd., Goa Tourism Development Corporation Ltd., Karnataka Tourism Development
Corporation, Chandigarh Industrial and Tourism Development Corporation and Tourism
 Corporation of Gujarat Ltd. It is not possible to study all these state tourism corporations.
Keeping in view this fact, an attempt has been made to discuss a few of them in terms of
their significance and problems faced by various state tourism corporations.
• The state tourism corporations basically operate the commercial activities while the
department of tourism or the state directorates of tourism are responsible for destination
development, promotion, financing tourism, publicizing and marketing the state as a
tourist destination. Thus, all States Tourism Corporations and Regional Corporations have
almost similar functions and objectives in the country. Let’s discuss the functioning and
working of a few state tourism corporations.

SERVICES OFFERED BY INDIATOURISM KOLKATA

• Provision of Information: Indiatourism Kolkata is the Eastern region’s headquarter
of Tourism Department. Being the headquarter, one of its principle duties is to provide
solid and valid information to tourist and various tourism industry stakeholders. Because
that would help them to stay updated with the norms and instructions given by the Central
as well as State Govts. We all are well aware of the COVID 19 effects on the travelling
world. As a result travel was banned initially and still banned to some states even now.
Various states announced various covid protocols and quarantine norms for visiting
travelers. So staying updated and providing correct information to consumers and
stakeholders is very important. As proper information would help them plan packages
keeping in mind the safety of tourists in mind.

• Promotion of Destination: As described earlier, being the headquarters of eastern

region, Indiatourism looks after the states of Odisha, West Bengal, Jharkhand, Bihar and
the UT of Andaman and Nicobar Islands. They’re in charge of bringing more tourists to
the tourist laces of these states. In doing so, the most important thing or the fundamental
step is the promotion of the places. A Promotion that is professional, exciting,
encouraging, attractive creates a lot of buzz in the minds of the tourists. That would make
 them eager them to visit the place. Promotion has become now more important than ever
as for the resurgence of the tourism industry as a whole in the post Covid scenario. People
need to be felt assured regarding the public safety as well as safety and hygiene at tourist
places. Also as International or Overseas tour is not fully resumed, so Govt is focusing on
introducing the hidden gems in the form of local tourist destinations. This will not only
help tourism, rather it’ll be a big boost for the local and domestic economy also. So at this
moment they are full –fledged promoting the domestic destinations to encourage travelers
to visit those places. Thus tourism can come into life taking small baby steps.
• Approval to tour Operator: One of the other main activities of Indiatourism Kolkata
is to help the tour operators getting the approval of the Ministry of Tourism, Govt. of India.
It’s very important task as the operating company has to match the criteria given out by
the ministry. Guidelines for Recognition as an Approved Tour Operator:
1. The aims and objectives of the scheme for recognition shall be to promote tourism in India. This
is a voluntary scheme open to all bonafide tour operators.

2. Definitions: A tour operator is one which makes arrangements for transport, accommodation,
sightseeing, entertainment and other tourism related services for tourists.

3. All applications for recognition as a tour operator shall be addressed to the Director General of
Tourism, Transport Bhawan, 1 Parliament Street, New Delhi - 110001.

4. The following conditions must be fulfilled by the tour operator for grant of recognition by the
Ministry of Tourism:
(i) The application for grant of recognition should be in the prescribed form and submitted in
duplicate.

(ii) The tour operator should have a minimum paid up capital (or capital employed) of Rs. 2.00
lakh duly supported by the latest audited Balance Sheet/Chartered accountant’s certificate.

(iii) The turnover in terms of foreign exchange or Indian rupees by the firm from tour operation
only should be a minimum of Rs 10.00 lakh duly supported by Chartered Accountant’s certificate.

(iv) The tour operator should have an office under the charge of a full time member of the staff,
who is adequately trained/experienced in matters regarding transport, accommodation, currency,
customs ‘regulations and, general information about travel and tourism related services. However,
greater emphasis may be given to effective communication skills and knowledge of foreign
language other than English. There should be a minimum of four qualified staff members out of
which atleast two should nave a Diploma/Degree in travel and tourism from a recognised
university, IIITM or an institution approved by AICTE.

The academic qualifications may be relaxed in case of exceptionally experienced personnel in

airlines, shipping, transport PR agencies hotels and other corporate bodies and for those who have
two years’ experience with the Ministry of Tourism approved tour operators.
(v) The tour operator should have been in operation for a minimum period of two years before the
date of application.

(vi) The minimum office space should be of 250 sq ft. Besides, the office should be located in neat
and clean surroundings and equipped with telephone, fax, computer reservation system, etc. The
office should be located prefer ably on a ground floor or first floor, if situated in residential area
with sufficient space for reception and easy access to toilets.

(vii) The tour operator should be an income tax assesses and should have filed Income Tax Return
for the current assessment year.
5. The recognition as an approved tour operator shall be granted for three years and renewed
thereafter every five years on an application made by the tour operators along with the fee. .

6. The tour operator is required to pay a non-refundable fee of Rs 2000 while applying for the
recognition. The fee will be made payable to the Pay & Accounts Officer, Ministry of Tourism in
the form of a Bank Draft. The fee for recognition of each branch office will be Rs 1000 Fee for
renewal will be Rs. 1000 and Rs. 500 for the Head and Branch Offices respectively.
7. Recognition will be granted to the Head Office of the tour operator. Branch Offices will be
approved along with the Head Office or subsequently, provided the particulars of the Branch
Offices are submitted to the Ministry of Tourism and accepted by it.

8. The decision of the Government of India in the matter of recognition shall be final. However,
the Government of India may in their discretion refuse to recognise any firm or withdraw/withhold
at any time, recognition already granted with the approval of the competent authority. Before such
a decision is taken, necessary Show Cause Notice would invariably be issued and the reply
considered on merit. This will be done after careful consideration and generally as a last resort.
Circumstances under which withdrawal is resorted to would also be brought out.

9. The tour operator granted recognition shall be entitled to such incentives and concessions as
may be granted by the Government from time to time and shall abide by the terms and conditions
of recognition as prescribed from time to time by the Ministry of Tourism, Government of India.

10. The tour operator should employ only regional guides, trained and licensed by the Ministry of
Tourism, Government of India, and state level guides approved by State Governments.

Application Form for Recognition or Approval of a Tour Operator

1. Name and address of Head Office and Branch Offices.

2. Nature of the firm and the year when it was registered or commenced business, with
documentary proof.

3. Names of directors/partners, etc. The details of their interests, if any, in other business may also
be indicated.

4. Give particulars of the staff employed, their qualifications, experience, salary and length of
service with the firm.

5. Give details of premises, viz., space in sq ft location (whether in commercial or residential area),
floor of building, reception area and accessibility to toilets.

6. Name of Bankers (please attach a reference from your Bankers.)

7. Name of Auditors. A Balance Sheet, profit and loss statement pertaining to tour operation
business, as prescribed under Company Law, must be submitted by each applicant. These audited
statements should be in respect of your establishment for the last completed financial year or for
the calendar year immediately preceding the date of submission of your application. Also furnish
details of your turnover in the following statement:
Particulars of the Tour Operator Concerned:
a) Paid up capital (capital employed)

b) Loans
i. Secured

ii. Unsecured
c) Reserves

d) Current liabilities and provisions

e) Total (a to d)

f) Fixed assets (excluding intangible assets)

g) Investments

h) Current Assets

i) Intangible Assets

j) Total (f to i)
8. Copy of acknowledgement in respect of Income tax return for the current assessment year should
be enclosed.

9. Whether any activities are undertaken by the firm besides tour operation.

10. Membership of International Travel Organisations.

11. (a) Give details of volume of tourist traffic handled up to the date of application showing
foreign and domestic tourist traffic separately. (Please submit a certificate from a chartered
accountant. This certificate should show the receipts from tour operation only during the financial
year or the calendar year immediately preceding the date of submission of your application).
(b) Clientele: Special tourist groups handled, if any, their size, frequency, etc.

(c) Steps taken to promote domestic tourist traffic and details of the groups handled, if any.

(d) Special programmes if any, arranged for foreign tourists.

12. Number of conferences handled, if any, and the total number of passengers for such
conferences with details of locations, etc.
13. Number of incentive tours handled.
14. Please enclose a Demand Draft of Rs. 2000 for Head Office and Rs 1000 for each Branch
Office as fee for recognition and Rs 1000 and Rs 500 for Head Office and each Branch Office
respectively if the application is for renewal of recognition. (Please mention the DD No., date and
amount).
Signature of Proprietor/Partner/Managing Director
Rubber Stamp of the Firm\ Company
Place:
Date:

• Approval of travel Agency: Indiatourism Kolkata also helps the travel agencies to
get their approval from Ministry of Tourism. Not only operators but travel agencies also
play a big as well as an important role in shaping up the travel industry. They are the ones
who sell destinations with other tourist facilities as a package to the consumers, so approval
from the government will be a huge boos to their businesses.
• Guidelines for Recognition or Approval of a Travel Agency:
1. The aims and objectives of the scheme for recognition shall be to promote travel and
tourism in India. This is a voluntary scheme open to all bonafide travel agencies.

2. Definition: A travel agency is one which makes arrangements of tickets for travel by
air, rail and ship; passports; visas, etc. It may also arrange accommodation, tours,
entertainment and other tourism related services.

3. All applications for recognition as a travel agent shall be addressed to the Director
General of Tourism, Transport Bhawan, 1 Parliament Street, New Delhi — 110001.

4. The following conditions must be fulfilled by the travel agency for grant of recognition
by the Ministry of Tourism:

i. The application for grant of recognition should be in the prescribed form and
submitted in duplicate.

ii. The travel agency should have a minimum paid-up capital (or capital employed) of
Rs. 5.00 lakh duly supported by the Audited Balance Sheet/chartered accountant’s
certificate.
 iii. The travel agency should be approved by International Air Transport Association
(IATA) or should be a General Sales Agent (GSA) of IATA member airlines.

iv. The minimum office space should be 250 sq ft. Besides, the office should be
located in a neat and clean surrounding and equipped with telephone, fax, computer
reservation system, etc. The office may be located preferably on a ground floor or first
floor, if situated in a residential area with sufficient space for reception and easy access to
toilet facilities.

v. The travel agency should be under the charge of a full time member who is
adequately trained, experienced in matters regarding ticketing, itineraries, transport,
accommodation facilities, currency, customs regulations and travel and tourism related
services. Besides this, greater emphasis may be given to effective communication skills
and knowledge of foreign languages other than English. There should be a minimum of
four qualified staff members out of which at least two should have a Diploma/Degree in
Travel and Tourism from a recognised university, IITTM or institutions approved by
AICTE. The academic qualifications may be relaxed in case of exceptionally experienced
personnel in case of airlines, shipping, transport, PR agencies, hotels and other corporate
bodies and for those who have worked for three years with IATA/UFTAA agencies.

vi. The travel agency should have been in operation for a period of one year after
IATA approval at the time of filing the application.

vii. The travel agency should be an income-tax-assessee and should have filed
Income Tax Return for the current assessment year.
5. Recognition as travel agency will be granted for three years and renewed thereafter for five
years
6. The travel agency is required to pay a non-refundable fee of Rs 2,000 while applying for the
recognition. The fee will be payable to the Pay & Accounts Officer, Ministry of Tourism, in the
form of a Bank Draft. Fee for recognition of each branch office will be Rs 1,000. Fee for renewal
will be Rs 1,000 and Rs 500 for Head and each Branch Office respectively.
7. Recognition will be granted to the Head Office of the travel agency. Branch Offices will be
approved along with the Head Office or subsequently provided the particulars of the branch offices
are submitted to the Ministry of Tourism and accepted by it.

8. The decision of the Government in the matter of recognition shall be final. However, the
Government may in their discretion refuse to recognise any firm or withdraw/withhold at any time
the recognition already granted with the approval of the competent authority. Before such a
decision is taken, necessary Show Cause Notice would invariably be issued and the reply
considered on merit. This will be done as a last resort. Circumstances under which withdrawal is
resorted to would also be brought out.

9. The travel agency granted recognition shall be entitled to such incentives and concessions as
may be granted by the Government from time to time and it shall abide by the terms and conditions
of recogiution as prescribed from time to time.

10. The travel agency should employ only regional guides trained and licensed by the Ministry of
Tourism, Government of India and state level guides approved by State Governments.

Application Form for Recognition or Approval of Travel Agency:

1. Name and address of Head Office & Branch Offices.

2. Nature of the firm and the year when it was registered or commenced business, with
documentary proof.

3. Names of directors/partners, etc. The details of their interests, if any, in other business may also
be indicated.

4. Give particulars of staff employed, their qualifications, experience, salary and length of service
with the firm.
5. Give details of office premises like space in sq ft location whether commercial or residential
area, floor of the building, reception area and accessibility to toilets.

6. Name of Bankers (Please attach a reference from your bankers).

7. Name of Auditors. A balance sheet and profit & Loss statement pertaining to the travel business,
as prescribed under Company Law, must be submitted by each applicant. These audited statements
should be in respect of your establishment for the last completed financial year or for the calendar
year immediately preceding the date of submission of your application. Also, furnish details of
your turnover in the following Performa:

Particulars of the Travel Agency concerned:

(a) Paid-up capital (or capital employed)

(b) Loans
i. Secured

ii. Unsecured
(c) Reserves

(d) Current liabilities and provision

(e) Total (a to d):

(f) Fixed assets (excluding intangible assets)

(g) Investments

(h) Current assets

(i) Intangible assets

(j) Total (f to i):

Notes:
(i) Reserves should include balance of profit & loss account and exclude taxation reserve.

(ii) Current liabilities and provisions should include taxation reserve.

(iii)Current assets should include debts, loans, advances, cash and bank balance.

(iv) Intangible assets should include goodwill preliminary expenses, tenancy and business rights,
deferred revenue expenditure, accumulated loss, etc.

8. Copy of the acknowledgement certificate in respect of income tax return for the current
assessment year should be enclosed.
9. Whether any other activities are undertaken by the firm besides travel related activities.

10. Please indicate the air/shipping/railway ticketing agencies held by the firm.

11. Please indicate membership of International Travel Organization, if any.

12. Letter of approval of IATA and Certificate of accreditation for current year should be enclosed.
GSAs of IATA airlines should enclose documentary proof in this regard.

13. Please enclose a Demand Draft of Rs 2,000 for Head Office and Rs 1,000 for each Branch
Office as fee for recognition and Rs. 1,000 and Rs.500 for Head Office and each Branch Office
respectively if the application is for renewal of recognition. (Please mention the DD No., date and
amount.)

Signature of Proprietor/Partner/Managing Director

Rubber Stamp:
Place:
Date:
 ORGANISATIONAL MEMBERS AND DESIGNATION:

Any organization is nothing without its people who are the life and soul of the organization. They
are the representatives of the organization. Their work ethics, professionalism, way of leading life,
behavior and various others important traits create the identity of the organization. Basically they
are the embodiment of the organization itself. Indiatourism Kolkata is also one such organization
whose main resources are its people. So here are the names of the organizational members in top
to bottom approach.

• Mr. Sagnik Chowdhury, Regional Director

• Mr. J Biswas, Assistant Director
• Mr. B B Banerjee, Assistant Director
• Mr.Ajeet Laal, Tourist Information Officer
• Mr. Sanjeev Devchowdhury, Tourist Information Officer
• Mr. Sayak Nandi, Tourist Information Officer
• Ms. Dipika Das, Tourist Information Officer
• Mr. Laal Amaresh, Jr.Stenographer
• Mr. Prasanta Bose, staff
• Mr. Braja Natak, Staff
• Mr. Rahul Sen, Staff

WEB PORTALS USED BY INDIATOURISM KOLKATA

• www.tourism.gov.in

• http://www.incredibleindia.org/

• Indiatourism Kolkata Facebook Page

• Indiatourism Kolkata Instagram Page

• Indiatourism Kolkata Twitter Handle

 WORKING EXPERIENCE @INDIATOURISM KOLKATA

Just like any other organizations, working in a professional environment gives one the proper and
adequate exposure to make oneself ready for the industry. It gives a basic idea to the interns about
the industry regarding how the industry works, its aims, objectives and professionalism. It makes
one understood about the basic principles and ethics of the industry.

For tourism industry, it’s very important as it’s a people oriented industry. Hence human touch is
very essential. Conversing with the various stakeholders and tourists would give one a fair bit of
idea regarding the trends of the industry. Specially, in the post covid situation, understanding the
consumer demands is most important as that would be the first step in revival of tourism.

Indiatourism Kolkata provided me with ample amount of time to work with its various approved
tour operator as well as tourists that I would always cherish in my life as these were the baby steps
in the world of tourism. Also there were various webinars and events, some were hosted and some
were attended by the organization. As an intern, I was fortunate enough to represent Indiatourism
Kolkata at various events.

Activities performed:

TTF 2021: TTF or Travel and Trade Fair is India’s biggest travel trade network. Since 1989,
TTF has been providing an annual marketing platform and an opportunity to network with the
travel trade in 9 major cities, culminating in the grand finale – OTM, India’s leading travel trade
show on the basis of number of sellers, buyers and rented area.

In the Kolkata edition of 2021, IndiaTourism Kolkata attended TTF to boost tourism in the post
covid scenario. We all know that Covid has damaged tourism industry the most, so reviving it is
one of the primary duties of the government as of now.

It was hosted from 10th September to 12th September in the Netaji Indoor Stadium. Various state
tourism boards, private and public sector organizations put up their stalls where they showcase
their products, packages to attract tourists and operators alike. State tourism boards like- Himachal
Pradesh, Gujarat, Tamilnadu, Andhra Pradesh, Uttarakhand, Kerala, and Public sector
organizations like Balmer and Laurie, SOTC Holidays attended the fair.
IndiaTourism Kolkata had their stalls at the centre of the stadium and around the stall, various
stakeholders of theirs which are mainly approved tour operators are placed with their own set of
products. Some of the stakeholders are:

⚫ Chhowburu Tourism
⚫ Jhargram Tourism
⚫ Tibet tour And Travels
⚫ Help Tourism
⚫ KLB Travels
⚫ Ankur Tour & Travels Pvt. Ltd.
⚫ 100 miles
⚫ Indian Tour & Travels
⚫ Khorlo Tour & Travels Pvt. Ltd.
⚫ Gitanjali Tour & Travels
⚫ Sandpebbles Homestay
⚫ Chetona Homestay
⚫ Vinayaka Tourism Pvt. Ltd.
⚫ Alpine Nature Beyond Pvt. Ltd.
⚫ Musaffirana.com
⚫ Swosti Group of Hotels and Resorts
The event was inaugurated by J&K tourism director and the first day was only belonged to the tour
operators. Tour Operators from all around the state and some from the neighbouring states of
Jharkhand, Bihar and Odisha also attended. Rest of the two days were for the consumers.

We were fortunate enough to be a part of this event and represented IndiaTourism Kolkata at such
a prestigious platform. We welcomed all the respected delegates, stakeholders, look after them ,
listened all the queries of the visitors, provided them with valid information. Also on the second
and third day of the event, we, on behalf of IndiaTourism Kolkata hosted quiz shows on “Ek Bharat
Shresth Bharat” and “ Azaadi Ka Amrit Mahotsav” for the visiting audiences. They were glad to
answer the questions by winning prizes. The event was a great success and it gave a lot of
knowledge on B2B and B2B communications.
WORLD TOURISM DAY: World Tourism Day is marked every year to celebrate the
significance of the world's socially, culturally enriched tourism sectors. It is also an occasion to
highlight the universally accessible tourism facilities and their political and economic value. Every
year the day is observed on September 27.
On the historical front, World Tourism Day commenced in 1980 to celebrate the adoption of the
United Nations World Tourism Organisation (UNWTO) Statutes on September 27, 1970. Its
significance is enhanced because it coincides with the timing that marks the end of the high season
in the northern hemisphere and the beginning of the season in the southern hemisphere, UNWTO
states. It is to be noted that UNWTO is responsible for promoting and overseeing sustainable and
peaceful universal travels.
The World Tourism Day's theme on World Tourism Day 2021 is "Tourism for Inclusive Growth."
The theme is focused on the number of people across the whole wide world who make the tourism
industry a successful part of the world economy. The World Tourism Day 2021 is all about
celebrating the agencies, agents, businesses and related individuals who ensure uniqueness of
experience for every new traveller. Abidin by the World Tourism Day's theme, the UNWTO has
invited all the Member States as well as non-member states to commemorate and welcome with
open arms a post-pandemic tourism world.

On the occassion of World Tourism Day, 2021 , Travel Agents Association Of Bengal (TAAB) ,
Gujrat Tourism, J&K Tourism and West Bengal Tourism and India Tourism Kolkata organized a
road show which was flagged off from Victoria Memorial and ended at Eco Park. There were
interactive Q/A sessions, quiz contests for the common people. Also industry experts shared their
view on the upcoming tourism trends and encouraged people to travel while maintaining covid
protocols. Overall, it was a great experience and credit goes to IndiaTourism Kolkata again.

SOCIAL MEDIA PROMOTING: During the last year or so Tourism was badly effected
due to covid as travelling was restricted. But to stay in the game, various organisations be it private,
public or government understood the importance of social media. They started to set up their pages
on facebook, twitter, Instagram and started to showcase their products and went full on marketing
mode. As it’s a very important step in reviving tourism.
IndiaTourism Kolkata also set up their facebook and instagram pages in last year to promote their
products as well as various schemes like Ek Bharat Shresth Bharat, Azaadi ka Amrit Mahotsav,
Swachhata Pakhwada, Dekho Apna Desh. As a co-worker cum intern, my job was to promote
various unknown destinations on various social medias by making tweets, thumbnails, posters ,
reels etc. This task helped me in sharpening my technological skills. I learned to work on canva,
photoshop etc.

WORKING IN TOURIST INFORMATION COUNTER: Other than the above

mentioned things, on a daily basis, worked in the tourist information counter where got the
opportunity to interact with various travel enthusiasts, answered their queries, handled their issues.
Sometimes they asked for specific itineraries, information on certain unknown places, covid
protocols of certain states which sometimes we were able to provide on spot. These things helped
in shaping our future as that of an ideal consumer-friendly professionals.

STUDYING IN DEPTH ABOUT THE CLUSTER: We all know that to revamp or

revive tourism in the post covid scenario, government has introduced “ EK BHARAT SHRESTH
BHARAT’ and “ DEKHO APNA DESH “ campaigns where tourists are encouraged to visit
domestic destinations as it would help in not only rebuilding the tourism but also economy in a
much stronger way. Now along with that government is including MICRO, SMALL AND
MEDIUM ENTERPRISES (MSME) with various tourist destinations and trying to promote those
destinations as a package. In this purpose, we got the opportunity to study on the three MSME
Clusters in West Bengal and those are:

• DOKRA ART CLUSTERS ( DARIYAPUR, BARDHAMAN)

• CHAK ISLAMPUR KHADI CLUSTERS (MURSHIDABAD)
• CHITRASHALI KHADI CLUSTERS ( NADIA)

While studying about these, we got a very good in depth knowledge regarding our past, glorious
art, craft, culture and heritage which is on its way downwards, if not taken care of, they would be
lost forever as some of these arts are like thousands and thousands of year old.
CONCLUSION:

At the end, I would like to express my deepest gratitude to INDIATOURISM KOLKATA for this
internship of nearly four long months. These four months were full of enthusiasm, learning,
exciting and filled with zeal. From beginning to end, it was a great learning curve for me and other
interns. We are given various assignments, we learnt a lot of things on the way and we submitted
reports based on which important decisions were taken. We were part of some of the decisions
making. We grasped the basic principle of tourism industry, how the ministry works, upcoming
government projects and various other interesting facts. We participated in various events, came
face to face with industry experts which gave us a fair bit of idea about current industry scenario
and gave us hope about future.