Diploma of Travel and Tourism Management - Case Studies and Observation Instruction

This content includes case studies on holiday packages for domestic, business and couple trips. It also covers observation instruction for selling holiday packages. The content is relevant to Diploma of Travel and Tourism Management.

Diploma of Travel and
Tourism Management

Table of Contents
TASK 2........................................................................................................................................ 3
Case Study 1.............................................................................................................................. 3
Case Study 2.............................................................................................................................. 6
Case Study 3.............................................................................................................................. 7
TASK 3........................................................................................................................................ 9
Option 1: Observation Instruction.................................................................................................9

TASK 2
Case Study 1
1. Nature of the holiday: The holiday will be arranged within the country. It will be a
domestic holiday which will organize for short period of time.
2. The customer’s level of expectations: In current situation, the customers wants to get all
the necessary facilities at the holiday location.
3. Customer needs: Customer requires the basic services such as guide, food and beverage.
Hotel for stay and more. These all are the basic requirements which are expected by the
customers.
4. Customer wants: Customers have desire to visit at different location of the country. In
addition, they want to get good quality of food services.
5. Class of travel:, the customers belong from middle income group of people. They are
expecting average services and quality during the holiday.
6. Communication facilities at destination: There is requirement of having access of
internet and network to interact with each-other.
7. Speed of delivery of your service: The services will be deliver within two days of
receiving order. It will help in maintaining healthy relationship with the customers.
8. Length of stay: Here, the customers will stay for 7 days in Queensland Island that is a
well-known holiday destination of Australia.
9. Number of customers in the party: The part will be organized at small level thus it will
include nearly 15 to 20 customers.

10. Why you chose the particular destination: The main reason of choosing the location is
the beauty of this location. It is one of the most attractive and renowned tourist
destinations of Australia.
11. List of products or services which need to be considered for your customer and why:
In the current scenario, there is requirement to offer services such as accommodation,
food and beverages, resort and more. Offering such services is imperative to meet with
the expectations of customers.
12. How does the Island fit the customer’s needs and wants: The customers are looking
forward for a relaxing and natural environment. Here, they will get the opportunity to
deal with the stress by mediation. It will give them healthy vibes that will revitalize the
heart and brain of the customers.
13. How do the activities on the Island fit the customer’s needs and wants? The main
reason of planning holiday by the existing customers is to feel relax and reduce down the
stress. In the island, people can meditate, relax while enjoying the natural beauty. Hence,
the island will help in meeting with the requirements of existing customers in an efficient
manner.
14. How does transportation for the holiday fit the customer’s needs and wants: Here,
the customers do not want to drive by their own. Rather, they wish to get facility of
transportation. In Queensland there is facility of public transport on buses, trains, ferries.
It allows the customers to enjoy the view during the holiday.
15. How does the holiday fit their level of expectation, the nature of their holiday, their
communication facilities and their class of travel requirements?
The holiday is fit with the need of the customers as it is a domestic holiday hence they will be
not required to move to other country. In addition, they will get a relaxing, attracting and
stress free environment at Queensland. Here, there is proper arrangement of communication
that will help in meeting with the expectation of customers in an efficient manner.

Case Study 2
1. Nature of the business trip: The existing scenario is based on the conferences that will
organize in new Zealand. It will be a formal business trip that is being organized to meet
with the business goals.
2. The customer’s level of expectations: Customers are expecting formal environment
throughout the business trip so that the conference can be arrange in a systematic way.
3. Customer needs: Here, need of the customers is to get some necessary equipments and
tools such as speakers, projector and more during the conference.
4. Customer wants: Customers are expecting highly professional and formal behavior of
holiday planners.
5. List of products to be considered relevant to a business trip: For the business trip,
laptop, travel documents, printed handouts are some of the major products which are
required to make the business trip successful.
6. Class of travel: In the given scenario, the customers are professionals and belong from
high income group of people hence they have higher expectation from service provider.
7. Communication facilities required at destination: To maintain proper communication
at destination, there is requirement of presence of a local guide. It will help in maintain
proper communication between the customers and organizers.
8. Speed of delivery of your service: The services will be delivered within 24 hours of
receiving the order.
9. Length of stay: The business trip will be organized for a week. All the people who will
take part in the conference are likely to stay in the hotel.

10. Number of customers in the party: In the conference, nearly 20 people will participate
in the meeting. These people will take part in the discussion to reach at meaningful
decision.
11. Why you chose the particular destination: New Zealand is a developed country that
has suitable facilities to organize conferences. There is proper infrastructure for the
business development and growth.
12. How does the location fit the customer’s needs and wants?
Customers are looking forward for such a location that has good infrastructure, facilities
and growth opportunities. The new Zealand is such a country that is ahead in terms of
technology development. It will help in meeting with the requirements of the customers.
13. How do the activities fit the customer’s needs and wants?
Here, the country is considered as a developed country that has necessary resources and
infrastructure for development. It will help the customers in organizing a formal business
conference in an efficient manner
14. How does transportation for the trip fit the customer’s needs and wants?
Here, international transportation facility is available in the country. Customers can use
the aviation facilities for the purpose of travelling. In addition, there are also efficient
domestic transportation facilities available in New Zealand. It will help the customers in
moving from one place to another during conference.
15. How does the trip fit their level of expectation, the nature of their trip, their
communication facilities and their class of travel requirements?
The trip is a business trip that is organized by following all the necessary protocols. Here,
Sunlover holiday has made all the required arrangements to make the business trip
successful. They maintain proper communication with the customers and provide them
best quality services to attain the highest level of customer satisfaction.

Case Study 3
1. Nature of the holiday: This holiday is a couple holiday. Here, the couple are likely to
visit at attractive location to enjoy their honeymoon period.
2. The customer’s level of expectations: Customers have expectation to get better services
and eye-catching views. Here, they wish to visit at the most beautiful island to enjoy their
crucial time.
3. Customer needs: In the given scenario, need of customers is to get suitable services.
They are required to get basic facilities so that they can stay comfortably.
4. Customer wants: Here, the wants of customers is to spa, resort and other luxury
facilities. These facilities will help in making the holiday trip of customers better and
memorable.
5. Class of travel: In the given scenario, the holiday is a couple holiday that is being
planned by the couple to enjoy their honeymoon.
6. Communication facilities required at destination: There is facilities of maintaining
communication via travel agent, guide. These people will act as a bridge between the tour
operator and the customers. Here, the customers can maintain communication via
internet, mobile phones and other such technologies.
7. Speed of delivery of your service: Here, the services will be delivered within 24 hours
of order receiving.
8. Length of stay: Customers are likely to stay for 10 days at the holiday location.
9. Number of customers in the party: In the given scenario, there will be two people in
the party.

10. Why you chose the particular destination: The couple is going for the holiday hence
the location of island has been selected. This location is attractive and suitable for
spending quality time.
11. List of products or services which need to be considered for your customer and why:
In the given scenario, the services such as spa, resort, yoga center, food and more will be
required by the customers so that they can spend quality time.
12. How does the Island fit the customer’s needs and wants?
The couple is looking for a better place for honeymoon. Here, island is a destination
where one can enjoy the view and spend quality time. Hence, island fit with the
requirement of the couple.
13. How do the activities on the Island fit the customer’s needs and wants?
In island activities such scuba diving, biking, camping and more can be done. These
activities are helpful in meeting with the requirement of the customers.
14. How does transportation for the holiday fit the customer’s needs and wants?
There is proper transportation facilities such as public buses, trains, ferries and more are
available that will help in fulfilling the requirements of couple.
15. How does the holiday fit their level of expectation, the nature of their holiday, their
communication facilities and their class of travel requirements?
The holiday is a honeymoon that will be organized at Island. Here, the appropriate
services will be offered in order to meet with the need of guests. In addition, the presence
of proper communication facilities will help in fulfilling the needs of the customers
efficiently.

TASK 3
Option 1: Observation Instruction
Scenario 1: In this the selling product is the holiday package of Queensland Island. Here, the
sales representative will interact with the potential customers and explain them the services in
proper way.
 Sales Representative: We have an excellent offer of holiday package in Queensland
islands. The package includes several facilities and offers.
 Customer: I want to book a holiday package for my family to Queensland Island. I
would like to get some more information regarding the package.
 Sales Representatives: We will offer discount to our first customers. In addition, we will
take care of the comfort of the customers. In addition, we will also include certain
additional services on the request of client.
Scenario 2: In this scenario, the company is selling package for business trips. Here, the entity
will use direct marketing approach where they will interact with the customers. For this purpose,
they will also arrange public relation events where they will answer the queries of the customers
efficiently
 Sales Representatives: Our Company is introducing a complete package of business trip
wherein we will provide complete facility to the customers from travel arrangement to
the conference to food and stay arrangement and more.
 Customer: I would like to know, does your company offers any additional services to the
customers?
 Sales Representative: Yes, our company offers some complimentary services to the
customers. These services include clubbing cards, dinner coupons and more. In addition,
we also give 10% discount on the grand total to our first few customers.
Scenario 3: In this, the product is holiday package. The product will be promoted by the sales
representatives of the company. Here, the representatives will interact with the customers
personally and they will try to resolve the queries that are being raised by the customers.
 Sales Representative: Our Company is offering a honeymoon package for couples. In
the package we will arrange holiday at island. In addition, food, stay facilities will be also
arranges by the company.
 Customers: Is there any additional services, your company is offering?

 Sales Representatives: Yes, we will provide spa and resort facilities from our site. These
are the complementary services for couples. In addition, we will arrange all the necessary
facilities as per the demand raise by the customer.