Tourism and Travel: Tour Plan for Gold Coast and Sunshine Coast

This document provides a detailed tour plan for a 3-week trip to Gold Coast and Sunshine Coast, including activities, accommodation, weather conditions, and safety advice. It also discusses the importance of customer satisfaction and how to provide excellent customer service in the tourism industry.

Running head: TOURISM AND TRAVEL
Tourism and Travel
Name of the Student:
Name of the University:
Author Note:

1TOURISM AND TRAVEL
Question 1
Date:
To:
From:
Subject: Tour plan for Gold Coast and Sunshine Coast
Dear Sir,
We are sending this email to give you the details of the 3 week tour to Gold Coast and
Sunshine Coast. We have considered the requested activities by you and will be attaching
with this email, the details of those activities, their locations and expected time and cost for
them. Details regarding accommodation costs, weather condition and travelling cost will also
be included. Hope you will be able to experience the dream tour with us.
Thanks and Regards,
Queensland Coast Travel and Tourism
Attachment- Tour plan
Activities:
The activities that you have chosen has been sequences logically for your convenient
travelling.
Day 1

2TOURISM AND TRAVEL
 visit Natural Bridge Springbrook national park, Gold Coast ($70 to $100)
Day 2
 ride Australia’s tallest roller coaster – Warner Bros. Movie World, Gold Coast Australia
(1 full day)
Day 3
 swim with dolphins: Swim with dolphins in Burleigh Heads
Day 4
 experience a whale watching cruise Sea World, Gold Coast ($69 for children and $79 for
adults)
 spend all day riding on water slides Sea World
Day 5
 take a day trip to visit the Great Barrier Reef- from Gold Coast
Day 6
 watch the Suns play a football match at their home ground-Gold coast 1day
Day 7
 ride the Vomitron surfers paradise. (admission cost $86 per person+$22 for meal)
 take an Aquaduck cruise- Surfers Paradise, Gold Coast
 have dinner at the Hard Rock Café- Surfers Paradise., Gold coast
Day 8
 learn to ride a surfboard- Surfers Paradise
Day 9
 see the view from the highest observation deck on the Gold Coast Q1 tower in
Australia
Day 10
 go shopping at Pacific Fare - Gold Coast
Day 11
 hold a koala Currumbin Wildlife sanctuary ($65 per person)
Day 12
 Leave for Sunshine coast via Brisbane (1 hour drive to Brisbane)
Day 13
 have their photo taken with Batman Brisbane state law building, run with batman event.
(September)
Day 14
Leave for Sunshine Coast (1.5 hour drive from Brisbane)
Day 15
 visit a wildlife reserve featuring live animal acts and see ‘the home of the Crocodile
Hunter’- Australia Zoo, Sunshine Coast ($172 for family of 4)

3TOURISM AND TRAVEL
Day 16
 stroll along Hastings Street : Noosa, Sunshine Coast
Day 17
 reach Fraser island (5.5 hours’ drive)
Day 18-19
 visit the world’s largest sand island Fraser island 3days
Day 20
Leave for Brisbane (6.6 hours’ drive)
Day 21
Leave for airport (0.5 hours’ drive)
Weather condition
The weather condition is optimum during September as it is the spring season. The average
temperature of Queensland during this time is 19 degrees Celsius with a maximum and
minimum temperature ranging between 23 and 14. Rainfall should be minimum. Max 30 cm
of rainfall. May experience wet day in Brisbane.
The guests are advised to bring few warm clothing along with their casuals to stay warm.
Accommodation
Gold coast: Peppers Soul Surfers Paradise ($240/night)
Sunshine Coast: La Mer Beach front Apartment ($163/night)
Brisbane: Treasury Casino ($344/night)
Fraser Island: Kingfisher Bay Resort ($649 for 3 days)
Car hire cost
As the tour is based mostly on land transport, the car hire cost would be $50/day
Safety advice
As September sees rain, bring necessary gear for protection. Bring necessary medicines.
Bring anti-skid shoes and warm clothing.

4TOURISM AND TRAVEL
Question 2
How to provide excellent customer service
The idea and travel and tourism has transformed over time. Earlier, people wanted to
see new places and nothing else mattered much. While many of these travelers still exist, the
focus has shifted to a more leisurely travel and experiencing the places in an authentic way
(Zaibaf, Taherikia and Fakharian 2013). In every service based industry, the satisfaction of
the customers matters the most. It creates a superior brand value and recognition. Satisfied
customers also brings new clients and opportunities and the firm grows automatically. The
idea of travel now revolves around creating an experience for the clients. Providing
authenticity, excitement and adventure creates a complete experience (Kim, Vogt and
Knutson 2015). In this regard, I intend to employ several methods and techniques in order to
ensure that the customers are satisfied after each trip and come back for their next travelling
plans. These I believe will be able to create for them the experience that they dream of and
attract more customers to avail the services that the organization provides.
The importance of customer satisfaction
Increase in business: satisfied customers means better business. Satisfied customers
bring more customers. In travelling industry, the clients nowadays depend greatly on online
reviews and pictures before they choose any travel agent. The past and existing customer
reviews in the online sites and forums are likely to attract attention of the potential customers.
Increase in brand value: it is necessary in this industry that the brand represents the
work that they do. There are thousands of companies that are doing the same work as we are
and they all have similar things to offer. Thus, offering something that the customers are
hooked to is necessary. In this regard, the example of Airbnb is important (Litvin, S.W.,

5TOURISM AND TRAVEL
Goldsmith and Pan 2018). They have become one of the most sought after travel agents
recently and the reason behind that is the authentic travel experience that they provide.
Increase in country’s economy: increase in tourism also means that the country will
see more growth in the income of foreign currency. Thus, providing customer satisfaction
and attracting more customers becomes important. Better economy of the nations also
ensures that there is more to offer to the customers when they visit the country and
attractions. More people are able to find employment through the tourism industry.
Aspects of customer satisfaction
Understand what they need: it is necessary for every travel agent to understand the
needs and desires of the customers. In plain words every customer request might seem same
with each other. It is necessary that the agents are able to distinguish the fine points. Things
that they may leave unsaid. For example, a customer might want many things but have a
budget constraint. It is necessary to understand what their must haves are in order to provide
them the service within the price frame.
Treating the customer with priority: in any service based industry, customers are
always a priority and it is necessary to show them. Responding them in a timely manner and
helping them with their trip are important part. Other than these, customer feedback process
makes the customers feel important (Radojevic, Stanisic and Stanic 2015). The organization
also gains insight into their service and their strengths and weaknesses.
Patience: it is also necessary for us to deal with the customers patiently. This is key to
any customer service. The customers do not have as clear an insight into the intricacies of
travelling as we do and thus, we must be the ones to guide them. They might have
misconceptions and wrong information about certain places and events (Massawe, 2013).
They might have heard something from their friends or families that have had bad experience

6TOURISM AND TRAVEL
at those places. It is the job of the travel agents assure them and handle their concerns with
patience.
A fail-proof customer satisfaction process
Keeping all the aspects discussed above I want to propose a customer satisfaction
process below.
Know your Customer: it is necessary that the customers are able to identify that we
would be able to provide them with services that they actually want (Sun and Kim 2013).
Using the correct words and providing them with glimpses of what they will be experiencing
is essential in this regard. Brand establishment also comes into play in this regard. Using the
brand value of the organization will also increase the customer trust. It is also necessary that I
am able to determine the right kind of customer for us. There are several categories of
customers and each need different approach. The budget customers want compact trips in a
reasonable amount, while the leisure customers want adventures and authentic experience.
Make it easy: the customer experience while choosing a travel agent can be quite
overwhelming. They might see similar offers but in different format and keep wondering
what is best for them. Making the choice and decision easier for them is necessary in this
regard. It ensures that majority of the customers will choose our services due to ease. In order
to do that we should provide the customers with shortlisted options and possible expense will
guide them better. Using the website also is helpful. The website design should be clear and
concise. They should be able to talk to the executives and get personalized guidance. If they
are offered with too much choices they are likely to feel lost (Martínez and Bosque 2013). It
is our responsibility to create tour plans based on their desires and show them that it is the
best experience they might have. Using videos and real images might help in this matter.
When people get visual imageries of what they can expect, their choices are easily made.

7TOURISM AND TRAVEL
While meeting or briefing the customers I will use presentations, videos and images to show
them the services and aspects of travel that we will be offering.
Nurturing relationships: it is a hard reality that in today’s time when most of the
bookings and discussions go on over phone, email or chat, travel agents will not get the
opportunity to meet the customers face to face (Liu and Mattila, 2015). Though seems
daunting, it is necessary to keep contact with the customers at regular intervals and keep them
updated. Even during the trips, calling the clients and asking them about their experience so
far is a god way to build and nurture relationships. Communication is key here. Taking
customer feedback during and after the process will ensure that the customers will feel valued
and will come back again.
Using social media: social media sites can be used for promotions and drawing new
customers. They are also great tool for bringing customer satisfaction. They can be kept
updated through them. Creating communication channels, discussion forums and feedback
surveys through these channels are also effective as most people are most responsive in social
media (Zhou et al.2014).
Providing with authentic experience: the most important part of hospitality is the
service and experience. Providing authenticity is the best way to do that. Following this
thought, the agents should create experiences that will allow them to get close to nature,
experience local lifestyle, fashion, people, food and activities. This will enhance their
satisfaction.
Brand value and honesty: it is necessary that honesty is practiced with the
customers. If the requests of a customer is not possible to be delivered, it is necessary that we
say so. Making false claims and promises will hamper the Brand value and make the

8TOURISM AND TRAVEL
customers suspicious towards us (Wu and Liao 2016). Being honest creates a positive
impression on them and they know that they will not be cheated here.
Creating value for money: it is necessary that travel agents are able to create value
for money for the customers. I as a travel agent will try to keep them updated about any extra
experience that they can have within the pay amount. I will also try to ensure that they are
getting the best prices and deals from our end and the experience that they are getting feels
worth it to them.
Conclusion
It is obvious that customers are priority while the importance of aligning the strategy
with organizational values and objectives cannot be denied. For every successful travel
agents, it is necessary that they are able to keep a balance between these two and it can be
ensured that the customers will become recurrent customers and a tool for promotion
themselves.

9TOURISM AND TRAVEL
Question: 3
The sales process with the targeted customer will be on the basis of the sales creation
steps. The first step is the meeting and greeting the customers that involves the creating or
building personal rapport and relationship. In the sale process especially in the case of selling
of tourism package, personal rapport can help in influencing the customers because it helps in
gaining the deeper insights from them. In this case, the meeting and greeting process will also
involve empathy if any issue identified (Noroozi and Wikner 2016).
The next step will be qualifying the customers. In this step, the main objective will be
to identify the key preferences of the customer and his problem factors. This will help in
having the basic understanding about the needs and desire of the customer and accordingly
the new service should be offered. This step is important because on the basis of the customer
needs and issues, the new service will be pitched in the way that it will create the maximum
value (Alvarez, Taylor and Rauseo 2015).
The next step is the explanation of the features of the $1800 package. Prior to this, the
reason behind the customer preferences for $1500 will be identified to determine the exact
factors in value creation for him. The pitch for $1800 package will start by comparing it with
the lower service variant. This is due to the reason that comparison between the two packages
will aware the customer about how he will be benefited more from the later. The customer
will be communicated about the fact that tourism is only about transportation and
accommodation. Moreover, the chosen destination is expensive for fooding and water sports
or adventures are the part of this destination (Duffy 2013). However, the charge for jet skis is
exorbitant and will be charged for one time use. Hence, with the $1500 package, the customer
will reach the destination and will find the accommodation but he will have to shell out lot
extra for food and water adventures. Thus, it is a better and viable option for the customer to

10TOURISM AND TRAVEL
ensure the entire plan prior to the visit to the destination. With the $1800 package, he will be
sure that upon reaching in Green Island, he will get the desired accommodation and fooding.
In addition, he will be able to enjoy to the fullest because of the unlimited jet skis facility to
be offered. Thus, this package will create the holistic tour experience for the customer rather
than the $1500 package. The three meals per day will be quite expensive if being arranged on
spot and thus contracting all the elements will create more favorable tourism experiences
(Dodaro et al. 2015).
The next step will be the selling of the add ons. The customer will be first asked about
how he feels to give a visit to the green Island and covering the destination in full fledged
manner. It will be offered that a day trip to the Green Island can be availed by only $60 per
person, which will be more if being availed on spot. In addition, he should also be assured
about the cost for sightseeing because cars can be hired with unlimited kilometers and
insurance can be availed at only $400. Hence, the customer will cover each of the required
elements to gain the maximum from his tour package.
The sale will be closed by thanking the customers, finalizing the payment option and
wishing him for a best tour experience. This will be followed up by customer engagement
process where the customer will be appraised about his touring experience and feedback
(Chen, Mak and Li 2013). He will be assured that the service process will be improved based
on his feedback and thanking him for the same. The presentation will be done in tablet
computer to enhance the experience fonts and colors will be used according to the customers
with special needs. In addition, the presentation will be done in the mother language of the
customer to ensure the maximum convenience. In terms legislations, consumer protection act
will be considered because it involves prevention of misleading sales and providing
exorbitant information. Hence, these factors will be considered during the sales presentation

11TOURISM AND TRAVEL
(Bašan, Dlacic and Trezner 2013). The information will be provided to the extent it will
create real value for the customer.

12TOURISM AND TRAVEL
References
Alvarez, C.M., Taylor, K.A. and Rauseo, N.A., 2015. Creating thoughtful salespeople:
Experiential learning to improve critical thinking skills in traditional and online sales
education. Marketing Education Review, 25(3), pp.233-243.
Bašan, L., Dlacic, J. and Trezner, Ž., 2013. Communication with market segments-travel
agencies' perspective. Tourism and hospitality management, 19(1.), pp.49-64.
Chen, Y., Mak, B. and Li, Z., 2013. Quality deterioration in package tours: The interplay of
asymmetric information and reputation. Tourism Management, 38, pp.43-54.
Dodaro, C., Leone, N., Nardi, B. and Ricca, F., 2015, August. Allotment problem in travel
industry: A solution based on ASP. In International Conference on Web Reasoning and Rule
Systems (pp. 77-92). Springer, Cham.
Duffy, R., 2013. The international political economy of tourism and the neoliberalisation of
nature: Challenges posed by selling close interactions with animals. Review of International
Political Economy, 20(3), pp.605-626.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research, 39(2), pp.170-197.
Litvin, S.W., Goldsmith, R.E. and Pan, B., 2018. A retrospective view of electronic word-of-
mouth in hospitality and tourism management. International Journal of Contemporary
Hospitality Management, 30(1), pp.313-325.

13TOURISM AND TRAVEL
Liu, S.Q. and Mattila, A.S., 2015. “I want to help” versus “I am just mad” how affective
commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2),
pp.213-222.
Martínez, P. and del Bosque, I.R., 2013. CSR and customer loyalty: The roles of trust,
customer identification with the company and satisfaction. International Journal of
Hospitality Management, 35, pp.89-99.
Massawe, D.M., 2013. Customer satisfaction and complaints as a means of gaining a
competitive advantage in hospitality industry. The Eastern African journal of hospitality,
leisure and tourism, 1(1), pp.1-10.
Noroozi, S. and Wikner, J., 2016. A modularized framework for sales and operations
planning with focus on process industries. Production & Manufacturing Research, 4(1),
pp.65-89.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management, 51, pp.13-21.
Sun, K.A. and Kim, D.Y., 2013. Does customer satisfaction increase firm performance? An
application of American Customer Satisfaction Index (ACSI). International Journal of
Hospitality Management, 35, pp.68-77.
Wu, P.H. and Liao, J.F., 2016. Service-oriented organizational citizenship behavior,
perceived service quality and customer satisfaction in hospitality industry. Journal of Applied
Sciences, 16(1), pp.18-24.

14TOURISM AND TRAVEL
Zaibaf, M., Taherikia, F. and Fakharian, M., 2013. Effect of perceived service quality on
customer satisfaction in hospitality industry: Gronroos’ service quality model
development. Journal of Hospitality Marketing & Management, 22(5), pp.490-504.
Zhou, L., Ye, S., Pearce, P.L. and Wu, M.Y., 2014. Refreshing hotel satisfaction studies by
reconfiguring customer review data. International Journal of Hospitality Management, 38,
pp.1-10.