A SUMMER TRAINING REPORT ON
INBOUND SERVICES OF COX & KING IN INDIA
SUBMITTED TO B MISS. SHIVA SINGH
SUBMITTED BY RITESH PANDEY
HOD
MBA 3rd SEM
RAJ SMS
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CERTIFICATE
This is to certify that Mr. RITESH PANDE st!"ent of RA# SCH$$% $ MANA'EMENT AND SCIENCES has co()*ete" her Pro+ect re)ort on , INBOUND INDIA-
SERVICES OF COX & KING IN
in the year /012/03 in 0 ST EAR $f MBA. He has s!ccessf!**y co()*ete" the )ro+ect
!n"er (y constant g!i"ance an" s!))ort.
Signat!re of Pro+ect '!i"e4
Externa* Mentor4 Mr. PRADEEP 56MAR MISHRA
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CERTIFICATE
This is to certify that Mr. RITESH PANDE st!"ent of RA# SCH$$% $ MANA'EMENT AND SCIENCES has co()*ete" her Pro+ect re)ort on , INBOUND INDIA-
SERVICES OF COX & KING IN
in the year /012/03 in 0 ST EAR $f MBA. He has s!ccessf!**y co()*ete" the )ro+ect
!n"er (y constant g!i"ance an" s!))ort.
Signat!re of Pro+ect '!i"e4
Externa* Mentor4 Mr. PRADEEP 56MAR MISHRA
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DECLARATION
7e8 here 9y8 "ec*are that this (entorshi) )ro+ect re)ort on INB$6ND SER:ICES $ C$; & 5IN' IN INDIA has 9een
)?t *t"@ *t"@.. In )art )artia ia** f!*f f!*fi* i*(e (ent nt of the the re! re!ir ire( e(en entt for for the the MBA MBA co!r co!rse se of RA# RA# SCH$ SCH$$% $% $ MANA'EMENT AND SCIENCES.
RITESH PANDE MBA ND EAR R$%% N$2 011//1
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ACKNOWLEDGEMENT
As I am fnishing my training, I take this as an ample opportunity to express my heart ull thanks and sincere regards to each and every person associated with the completion o this project I would like to thank !r "#A$%%" &'!A# !I()#A or allowing me to work o this highly challenging project and guiding me throughout the tenure o the project In spite o his *usy schedule, !r "#A$%%" &'!A# !I()#A always managed to have a regular interaction with me throughout the project +imely guidance and eed*ack coupled with words o appreciation always helped me keep going and gaining maximum learning rom the project I express my inde*tedness to !iss (hiva (ingh methwani or their skilul guidance, suggestion, content inspiration, and encouragement and in the initial execution o my experiments which make work smooth and so many things I am very much thankul or giving me an opportunity to work under guidance !y aculty guide Miss Shiva Singh )-$.had *een very helpul or the successul completion o the project *y guiding me throughout the entire phase I would like to extend my gratitude to her or rendering all the support I needed throughout my project
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Table of content
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INTRODUCTION
Business Overview
We are one of the oldest and most reputed travel organizations in India offering total travel solutions to our customers. We operate as a ONE STOP SHOP for all travel related products. We offer the following services
! E"cursions and #eisure Travel $Overseas Holida%s& 'omestic Holida%s& (ir& #and and )ruise *oo+ings, ! 'estination -anagement ! Incentive and conference Solutions ! alue added N/I services ! Trade fairs ! )ar0)oach0/ailwa% 1oo+ings ! 2oreign E"change ! *usiness travel $(ir Tic+ets domestic and International, ! Private (ir charter ! Hotel *oo+ings $'omestic and International, ! isas0Passport0-edical insurance assistance
We operate in eight countries either directl% or through our su1sidiaries01ranch networ+ and also have representative offices in additional 3 countries. Our registered office is situated at -um1ai& India and other 1ranch offices in India are located at New 'elhi& (ndheri&
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)hennai& Nagpur& *angalore& 4ol+ata& (hmada1ad& 4ochi& H%dera1ad& Pune& 5oa and 6aipur giving us a pan India presence. We intend to further e"pand our set up 1% adding more 1ranches and shops as well as franchise outlets to serve more customers and add to our e"isting 1ase of valued customers. We also have two international 1ranch offices at -oscow and New 7or+ and have operating su1sidiaries in 84& 6apan& 8(E and Singapore. )o" 9 4ings $6apan, #imited has 1ranches in -aldives and New )aledonia. We also have representative offices in Spain& South (frica& (ustralia& Sweden and 5erman%. Our glo1al reach and passion for travel uni:uel% position us to offer multiple travel choices and value for our products. Our *usiness is divided into three main verticals of #eisure& )orporate Travel and 2ore". Within #eisure we have three segments of In1ound travel& Out1ound travel and 'omestic travel.
Our In1ound segment focuses on providing destination management services that cover all aspects of the ground tour arrangement for tour operators across the world for the tourist visiting the Indian su1;continent. Our Out1ound and 'omestic segment includes pac+age holida%s in India and overseas. We also provide services related to conference organizing& meetings& e"hi1itions& trade fairs for the corporate traveller. We serve our customers through our products viz. -I)E $-eetings& Incentives& )onferences& Events,& 2ITs $2ree Individual Traveller,& 5roups and Trade 2airs. Our )orporate travel verticals aims at ma+ing 1usiness trips more convenient and cost effective with our enhanced customer service aimed at faster service deliver% and more personalized attention. We were one of the first travel companies to 1e granted a license as an (uthorized 'ealer ; categor% II under the new licensing regime on Octo1er <=& >??@. )o" and 4ings $India, #imited $formerl% called Eastern )arr%ing )ompan% #td, was incorporated in India in the
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%ear <=A=. The name of the )ompan% was initiall% changed to )o" 9 4ings $India, #td. on 2e1ruar% >A& <=3? and thereafter upon the introduction of the )ompanies (ct& <=3@& the name of the )ompan% was changed to )o" 9 4ings $India, Pvt. #td. The >3 )ompan% ultimatel% converted into a pu1lic compan% pursuant to the special resolution to this effect dated >=th 6anuar%& >??B and the name has now changed to )o" and 4ings $India, limited. The name C)o" 9 4ingsD is s%non%mous with travel 1usiness. The evolution of the name of our compan% as a 1rand can 1e traced in histor% dating 1ac+ to 3? %ears when #ord #igonier& )olonel of the 2oot 5uards& appointed /ichard )o"& as his regimental agent for handling the affairs& pa% and sundr% o1ligations of the officers stationed overseas. *% <B )o" 9 )o. 1ecame agent and 1an+er to the entire Household *rigade& most of the cavalr% and infantr% regiments& the /o%al (rtiller%& and the /o%al Wagon Train& which later 1ecome the /o%al (rm% Service )orps. In Octo1er <=>>& the 1usiness of Henr% S. 4ing 9 )o.& a small 1an+ with Indian interests was a1sor1ed in the 1usiness of )o" and thus the name of )o" 9 4ings came into e"istence. In <=>A the 1an+ing 1usiness of )o" 9 4ingDs was ta+en over 1% #lo%ds *an+ #imited. In the %ear <=B? )o" and 4ings entered the 5rindla%s 5roup pursuant to the ac:uisition of )o" 9 4ings $Holdings, #td 1% National 5rindla%s *an+ #td. and increased its focus on the 1usiness of travel and tourism In the %ear <=?& 5rindla%s divested its non;1an+ing activities 1ecause of 5overnmental regulations. This 1usiness interest in the travel 1usiness was 1ought 1% -r. (*- 5ood and 6ohn Norman /omne% *ar1er from 5rindla%s 1% ac:uiring )o" 9 4ings $Holdings, #td. )o" and 4ings under its present ownership continued to operate as specialized Tour operators. It also 1ranched out into special interest holida%s for artists& 1otanists and natural historians.
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In the %ear <=?& /eserve *an+ of India vide its letter dated -a% ??3 consolidated their holding through allotment of additional shares0su1scription to renunciation in these rights issue including purchases from the e"isting shareholder during the said period. #iz Investment Private #imited ac:uired the shares in )o" and 4ings $India, #imited from the e"isting shareholders for the first time on Septem1er ><& <= and similarl% consolidated its holding in the rights issue 1% the )ompan% in -arch <==?& (ugust <==@& Novem1er& <== and 6une >??3. 8pon conclusion of the rights issue in 6une >??3 Peter 4er+ar& 8rrshila 4er+ar& #iz Investment Private #imited and -r. ( * 5ood were collectivel% holding A&F>&F3? shares representing B?.@AG of the outstanding capital of the )ompan%.
In -arch >??@& we ac:uired
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operators. It does not offer itDs own tours. In Septem1er >??B& we ac:uired =0<<0>??B for running the #u"ur% Tourist Train in oint venture with us to manage the on1oard0Off 1oard services& mar+eting& 1oo+ing& pricing etc. The in;principle approval of the /ailwa% *oard sets out the 1road principle and the specific details are 1eing wor+ed out.
Group Sru!ur" o# Co$ %d K'() *Id'%+ ,'-'"d
We hope to add more customers each %ear and 1etter our service standards 1% providing customers with a wide choice of products and fle"i1ilit% to meet their changing needs. 2or the %ear ended -arch A<& >??B& >??@ and >??3 our total income was /s. ==F.<= million& /s. @3B.3A million and /s. F33.< million. Our restated profit after ta" for the same period was /s. > million& /s. .>= million respectivel%.
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Our Co-p"''" Sr"(/)
Trusted and Respected Brand
We 1elieve that our 1rand is well recognized and respected in the World Tours and Travel Industr%. The 1rand of )o" 9 4ings has evolved over a period of >3? %ears. We 1elieve our 1usiness re:uires people to 1elieve in our capa1ilit% to provide :ualit% services and products that will lead to an overall satisfied e"perience even 1efore the% have approached us for 1usiness or have given us the opportunit% to serve them earlier. It is here that we 1elieve our 1rand which we have 1uilt over the %ears& pla%s an important role in getting people to trust in our a1ilit% to serve them well. We 1elieve that our 1iggest asset is the trust and the comfort that our clients have in us. It is also reflected in the repeat 1usiness we get from them. arious awards have 1een conferred upon us over the %ears and this is testimon% to the ac+nowledgement of our services in the Travel Industr%. 2or details on the awards won 1% us +indl% refer to the section titled *usiness J Past (wards and /ecognitionK on page <<< of this 'raft /ed Herring Prospectus.
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0 DORMANT SUBSIDARIES
! )o" 9 4ings $Shipping, #imited ! )o" 9 4ings Holdings #imited ! )o" 9 4ings Enterprises #imited ! ) 9 4 Investments #imited. ! )o" 9 4ings Special Interest Holida%s #imited ! 5rand Tours #imited ! )o" 9 4ings Tours #imited ! )o" 9 4ings Investment #imited ! )o" 9 4ings $(gents, #imited ! )o" 9 4ings 2inance #imited ! )o" 9 4ings 2inance $-auritius, #td.
Strong Management
We are lead 1% an e"perienced management group that has wor+ed and has 1een associated with the travel industr% for man% %ears and has the re:uired s+ill& e"pertise and vision to continue to e"pand our 1usiness in new mar+ets. Our management team includes -r. Peter 4er+ar& 5roup )EO who has 1een with the compan% for more than >? %ears. -r.Peter 4er+ar has an in;depth understanding of the travel industr%. He was the founder& director of the World Tourism )ouncil for the India su1 continent. -s. 8rrshila 4er+ar is our Head of Operations in India who has 1een with the compan% since more than <3 %ears. 8nder their direction and guidance the )ompan% has grown at a )(5/ of A@.< over the past four %ears. -r. (rup Sen& 'irector ; Operations& has e"tensive e"perience in travel Cox & king
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industr% and the same has 1een applied to the 1enefit of the operations of our )ompan%.
Product Spectrum
We 1elieve in offering complete travel solutions. Our wide choice of product offerings caters to all the travel needs of the Indian and International traveller. We 1elieve that our products have 1een fairl% successful in the mar+et. We continuousl% innovate our product offering with the fle"i1ilit% to meet the changing needs of our customers and to 1etter address their needs. This also helps us to differentiate our products vis J a J vis the products offered 1% our competitors. We 1elieve that our success in 1randing our products has created more awareness among travellers and has also helped a traveller in distinguishing and identif%ing our 1randed products li+e 'uni%a 'e+hoK& *harat 'e+oK& 2le"iholsK.
Geographical Presence
We operate in eight countries either directl% or through our 1ranches and su1sidiar% companies and including our representative offices& have presence in thirteen countries across the glo1e. In India& we have 1ranch offices at New 'elhi& )hennai& Nagpur& *angalore& 4ol+ata& (hmeda1ad& 4ochi& H%dera1ad& Pune& 5oa and 6aipur. 2urther we have an e"haustive networ+ of 5eneral Sales (gent $5S(, 0 Preferred Sales (gent $PS(, all over India. 5S( are those agents who sell onl% our products i.e. we have an e"clusive tie J up with them& whereas PS( are those agents who sell travel products of other tour operators as well as ours.
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Our representatives who have in depth +nowledge of the local mar+et the% operate in and we periodicall% update them in regards to the services and the +ind of arrangements and products we have to offer to our customers. Our 1ranches and sales networ+ coupled with their domain +nowledge has assisted us in successfull% improving our mar+et share in tourism 1usiness. This strong networ+ of agents and representatives gives us access to important geographies and mar+ets and help us set our feet firml% in the offline travel industr%. *esides we have a strong networ+ of dedicated ground operators functioning in different countries that offer 1etter options to customers as per convenience and 1udget to ma"imize their travel e"perience. (lso& as a mem1er of /('I8S Inc& a glo1al travel compan%& we are connected with a networ+ of over F&@F? travel companies around the world and service clients originating through them within India.
Skilled & Quality Sta
We attach great importance to our well +nit motivated team of committed people. The% provide the customer interface and are alwa%s aligned to the customersD re:uirements which reflects our standards of service :ualit%. We have 1uilt a team of e"perienced& s+illed and efficient personnel having in depth +nowledge of the 1usiness and unspo+en passion to promote our products. The% are important components in contri1uting to the productivit% of our 1usiness. We utilize a competitive compensation structure for our managerial personnel and staff& and we 1elieve this structure helps us attract and retain our managerial personnel. We have dedicated and e"perienced management teams for the e"ecution of special assignments& as well as for human resources& operations& :ualit% management& and our international 1usiness. We also have regular training programs for our staff and management personnel. 2or more information on our managerial personnel see the Cox & king
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section on Our -anagementK 1eginning on page
Technology
We deplo% highest standards of information technolog% platforms. We have developed and implemented a comprehensive central reservation engine for all our travel related products. Our we1 ena1led centralized d%namic pac+aging s%stem ena1les individual& corporate and agents world wide to include all products and services which the% want on a real time 1asis. Our 1oo+ing engine& 1uilt on high performance technolog%& is :uic+ in delivering real time 1usiness information. Our sophisticated )/- $)ustomer /elationship -anagement S%stem, is designed to anal%ze customer needs for 1etter servicing and ensure repeat 1usiness for us. It generates reports identif%ing areas of opportunit% and there1% helps us in customizing to improve the efficienc% of our products. We have a >F L B dedicated call center manned 1% well informed and efficient e"ecutives to address to customer re:uirements including complaints if an%.
Our Bu)'")) Sr%"(1
!c"uisitions
We are loo+ing a inorganic growth and ma% consider consolidating our mar+et share through ac:uisition if targets provide strong strategic fit at a reasona1le price. Our strateg% will 1e to focus on up;mar+et long haul tour operators whose product offerings include the Indian su1continent and complement our e"isting worldwide product portfolio. This will ena1le us to consolidate our sourcing needs& giving us 1etter 1u%ing power and %ield cost savings. This will fit into our strateg% of Cox & king
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offering 1oth out1ound and in1ound services to our clients in each of the destinations that we operate in. Our growth strateg% involves gaining new clients and e"panding our service offerings& 1oth organicall% and through strategic ac:uisitions of companies& which have e"pertise in the domain in which the% operate and which also have a good client 1ase. This would increase the pace of our growth& there1% ena1ling us to secure a higher volume of 1usiness.
Better Reach
We are focused on maintaining and upgrading the infrastructure of our e"isting shops and also setting up new shops in new geographic areas. These shops will 1e powered 1% high;end technolog% and e:uipped with trained staff having an in
'epth +nowledge of our products. We have also launched a franchisee model. It is a 1usiness arrangement where the franchisee has the licensed right to own and operate the 1usiness 1ased on our 1usiness concept and use our 1rand name. In this we provide start up help in terms of training& site development& advertising and mar+eting support. The franchisee is 1randed as a )o" 9 4ings shop and sells onl% our products. It is a one stop travel shop that provides all travel related services under one roof& ma+ing travelling more simple for the customers. We also plan to open more 1ranch offices a1road& which will help us penetrate newer geographies and add to our customer 1ase. To penetrate newer regions we are planning to increase our networ+ of PS( 0 5S( agents with high potential. Our endeavor is also to convert PS( agents and 5S( agents to franchisees going forward.
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Online #oray
The online travel mar+et in India is in a nascent stage and offers tremendous growth potential. Having firml% set foot in the offline mar+et& we have now created our space in the online arena. We have recentl% launched we1sites with the name www.co"and+ingsin1ound.com and www.co"and+ingsnri.com. These we1sites and our e"isting we1site www.co"and+ings.com primaril% offer an additional channel of reaching out to our e"isting and potential $users, customers which are updated regularl% to feature our products and innovations.. We offer various options to the customer giving him the fle"i1ilit% to customize the holida%s as per its choice. The we1site offers complete travel solutions offering the user a choice to purchase an% item from an airline tic+et& hotel accommodation& logistic support& to a complete tour pac+age. The we1site also offers users a choice to purchase an% com1ination of the a1ove and also design their own holida%. We 1elieve that with the rise in the num1er of internet users and 1etter accepta1ilit% of the internet as a convenient medium for ma+ing travel related purchases& we are well positioned to capture a whole new client 1ase.
#ocus on Out$ound
We 1elieve that there is considera1le growth opportunit% in the out1ound tourism segment. ( 1uo%ant econom%& rise in disposa1le incomes& coupled with rising aspirations ensures this segment is poised for growth. (lso with travel getting cheaper there will 1e an increase in the num1er of people opting to travel outside India. We 1elieve we are well positioned to e"ploit this segment with our fle"i1le products and will continue to offer a comprehensive range of travel contents to the consumer with attractive pricing Cox & king
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ABOUT THE COMPANY
INDUSTRY OVERVIE2
For the purpose of the Industry Overview we have relied for information on the Annual Report 2005-06 and the Tourism Statistis for 2005 and 2006 released !y "inistry of Tourism# $overnment of India% the report of &TT' on India ( Travel and Tourism )avi*atin* the path ahead+% and the report on Travel and Tourism in India !y ,uro monitor International Septem!er 2006 Id'% E!oo-1
The Indian econom% is one of the largest in the world with a gross domestic product $5'P, at current prices of /s A>&3?=.A> 1illion $8SM BAB.?< 1illion,. It is amongst the fastest growing maor economies in the world& with a real 5'P growth rate of =.>G at the end of the second :uarter of 2iscal >??B. In recent %ears& India has 1ecome a glo1al preferred destination for 2'I& owing to its large consumer mar+et and efforts 1% the government to position it as one of the front;runners of the rapidl% growing (sia Pacific region. Overall& India attracted 2'I of around 8SM A3.?B 1illion 1etween 2iscal >??? and 2iscal >??@. Tour')- ' G""r%
Tourism has 1een a maor social phenomenon of the societies all along. It is motivated 1% the natural urge for new e"perience& adventure& education and entertainment. The motivation for tourism also includes social& religious and 1usiness interests. The importance of tourism as an instrument for economic development and emplo%ment generation& particularl% in remote and 1ac+ward areas& has 1een well recognised the world over. It is one of the largest service industries glo1all% in terms of gross revenue as well as foreign e"change earnings. Cox & king
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Tourism is one economic sector in India that has the potential to grow at a high rate and can ensure conse:uential development of the infrastructure of the destinations. It has the capacit% to capitalize on the success of the countr% in the service sector and provide sustaina1le models of growth. Tourism has 1ecome an e"tremel% important emplo%ment and revenue generator internationall%& providing o1s directl% through the tourism industr% itself $for e"ample& hotels& visitor attractions& restaurants& tourist transport& and so on, and indirectl% through the suppl% of man% goods and services that are inputs to the tourism industr%. The World Travel 9 Tourism )ouncil $WTT), estimates that in >??@ the Travel 9 Tourism sector contri1uted >.3 million new o1s worldwide. *ehind these revenue and emplo%ment figures is the large and growing num1er of international travellers.
HISTORY OF THE COMPANY Cox & king
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R'!/%rd Co$4 /" #oud"r
/ichard )o"
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post of militar% agent after the incum1ent died in -a%
T/" 56/ !"ur1 %d o7%rd)89
)o" 9 )o grew through the <th and <=th centuries. Timel% alliances with the great 1an+ing families such as the Hammerlse%s and 5reenwoods secured an Cox & king
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esta1lished position in #ondon& and 1% the end of the <=th centur% most /egiments used )o" 9 )o as their agents. (s the empire grew& )o" 9 )o met the demand for officers to 1e loo+ed after. The compan% set up five 1ranches in India 1etween <=?3 and <=<<& supplementing those in (le"andria and Eg%pt $<=<= and <=>?, and /angoon $<=><,. When the 5reat War 1egan )o" 9 )o emplo%ed some <? staff& of which one third oined the arm%. 'uring the 5reat War some >3?&??? men were on their 1oo+s& 3?&??? che:ues were cleared a da% and a special department was set up to deal with the influ" of (merican soldiers in <=>& )o" 9 )o 1ought Henr% S. 4ing *an+ & who were had a large networ+ in India. The% also moved into new offices in Pall -all. In <=>A& )o" 9 )o were still suffering from the downturn in 1usiness caused 1% the surrender of the 5ermans in <=<. The% were forced to sell to #lo%ds *an+ . The 8S( office was opened in 6une& <= in New 7or+& N7. In 6une& <== the 8S( office was moved to Tampa& 2#. In (ugust& >??=& )o" 9 4ings 8S( came under the um1rella 1rand of East India Travel )ompan%& Inc.& which is a su1sidiar% of )o" 9 4ings& #td.& the glo1al parent compan%. In Octo1er& >??<<.
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)o" 9 4ings purchased Tempo Holida%s& a -el1ourne 1ased wholesale travel compan% in 6ul% >??& for an undisclosed sum 1ut rumored to 1e in the vicinit% of 8S'M>3 million.
COMPANY PROFI,E
)o" 9 4ings #td. $)4#,& is the longest esta1lished travel compan% in the world since ??= successfull% listed on the stoc+ e"change in India. Its distinguished histor% 1egan when it was appointed as general agents to the regiment of 2oot 5uards in India under the command of #ord #igonier and handled the /o%al )avalr%& (rtiller% and
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Infantr%& /o%al Wagon Train& the Household *rigade& the /o%al Nav% and the /o%al (ir 2orce came under its wings. Toda%& it is a premium 1rand in all travel related services& emplo%ing over <&F?? professionals and head:uartered in India. The 1usiness can 1e 1roadl% categorized as #eisure Travel& )orporate Travel& -I)E& Trade 2airs& isa Processing and foreign e"change.
O##%'S & R'PR'S'(T!T%O(S)
)o" 9 4ings operates in >? countries through 1ranch offices& su1sidiaries& representative offices& franchised sales shops as well as through our glo1al networ+ of sales agents. The compan% has <> 1ranch sales offices in India located in -um1ai& New 'elhi& )hennai& 4ol+ata& *angalore& H%dera1ad& (hmada1ad& 6aipur& 4ochi& Pune and 5oa. The compan% has appointed over ? states covering B? cities. The compan%s e"tensive networ+ of <3 5S(s and PS(s covering all maor towns and cities of India enhances its reach. )o" 9 4ings has su1sidiaries in 84& 6apan& (ustralia& New Qealand& 8(E& 8S(& Singapore& Hong 4ong& 5reece 9 5erman% 1ranch offices in New 7or+& -oscow& -aldives 9 Tahiti 9 representative offices in Spain& 5erman%& Ital%& 2rance& South (merica& Sweden and South (frica. The compan% owns Tempo Holida%s (ustralia& East India Travel )ompan% in North (merica& ETN in the 84 and uoprro 5lo1al Services Pvt #td&$visa processing,. In 'ecem1er >??= it also ac:uired -% Planet (ustralia Pt% #td and *entours International Pt% #td in (ustralia.
PR%(%P!* S'R+%'S O##'R', B- T.' OMP!(-)
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)o" 9 4ings is amongst the largest pla%ers with its range of specialist options. Innovative pac+aging& pricing and mar+eting have 1een the hallmar+s of its success over the %ears. (mong its man% products are #eisure Travel; 'omestic $*harat 'e+ho,& In1ound 9 International& )orporate Travel& -I)E& Trade 2airs& isa Processing and 2oreign E"change. The Out1ound Tours is segregated into 'uni%a 'e+ho $escorted tours,& 2le"iHols $customized tours,& #u"ur% Escapades $uni:ue 9 lu"urious travel, 9 N/I $catering to Indians across the world,.
*eisure •
,omestic Tourism
)o" 9 4ings is amongst the first travel organizations to 1rand domestic holida%s J *harat 'e+o. 8nder this 1rand we mar+et e"clusive products that range from religious pilgrimage tours& education tours& wee+end 1rea+s& activit% holida%s& spa holida%s& 1udget holida%s& summer and 1each retreats& train vacations& coaching and touring holida%s.
*harat 'e+ho
*H(/(T 'HE4HO
IN'II'8(# HO#I'(7S Cox & king
5/O8P HO#I'(7S
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•
%n$ound Tourism
In1ound Travel 1usiness promotes India as a tourist destination. The compan% caters primaril% to the high;end segment of the in1ound mar+et and conducts a range of group and individual tours throughout India for its clients from across the world. It provide destination management services and cover all aspects of ground tour management such as hotel 1oo+ings& air0 rail tic+eting& roundtrip& airport transfer& land arrangements& e"cursion planning& meet and greet services& event planning& meetings and appointments& conference management& private air charter& etc. It also provides specialized services to foreign participants visiting India for international meetings& conferences& ad hoc incentives and e"hi1itions and cater to domestic conferences and corporate incentives as well. (dditionall%& It provide ground related services to international cruise companies touching Indian shores with a provision for shore e"cursions. This segment is growing at close to >3 per cent.
•
Out$ound Tourism
)o" 9 4ings is amongst the largest pla%ers with its range of specialist options. Innovative pac+aging& pricing and mar+eting have 1een the hallmar+s of its success over the %ears. (mong its man% products are
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,uniya ,ekho
The compan% design and mar+et escorted tours to group travelers under one of our flagship 1rand 'uni%a 'e+hoK. These are read% made pac+ages where a group of travelers is escorted 1% a tour manager. The customer chooses a specific tour from the arra% of choices offered to suit his 1udget and preferences. These group tours cover some of the worlds most enchanting places such as (ustralia& New Qealand& Europe& 8.S.(.& )anada& 2ar;East& -iddle East& South (frica and -auritius. These are speciall% designed for the Rvalue traveler . ‟
'uni%a 'e+hoK recentl% launched a series of premium group holida%s J #u"ur% EscapadesK with travel destinations li+e Europe& #atin (merica& -iddle East& 2ar East and (frica.
8S( J >?<<
(8ST/(#I(;
NEWQE(#(N'
E8/OPE
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2(/ E(ST
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ELOTI)
#le/i.ols
These are targeted at the more discerning 2ree Individual Traveler $2IT,& where ever% holida% is customized as per the convenience of the traveler. 2IT can ma+e its 2le"iHolK travel plans 1% selecting its travel destination and holida% option $ranging from romantic holida%s& e"otic cruises& famil% vacations& etc.,& identif%ing travel interest $i.e. e"plorer& famil%& romance or e"plorer, and sharing his preference of sightseeing& airline and hotels. The destinations range from Europe& (ustralia and New Qealand& 8S( and )anada& 2ar East and South East (sia.
E8/OPE
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(8S; NEW QE(#(N'
IS#(N'S
(2/I)(
(-E/I)(S
*u/ury 'scapades
This innovative niche caters to the crme de la crme and this concept in holida%ing unveils one destination after another& laced with sinful indulgences and fine living. One can e"perience the finest lu"ur% hotels and the most e"clusive entertainment avenues of the world. (R% ,ivision
Indians across the world have alwa%s %earned to travel with a :ualit% tour operator that understands its diverse needs 1e it culinar% preferences or holida% options. The Cox & king
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N/I division caters to such travelers primaril% from the -iddle East& Europe& 8S(& (ustralia& Sri #an+a and Hong 4ong.
Business Travel
The )orporate or *usiness Travel has witnessed a change from the traditional travel agenc% mode to total travel management mode. In this mode& the o1ective is to minimize the total travel 1udget for the corporate while maintaining the service standards. The )orporate Travel mar+et is a highl% competitive mar+et with presence of 1oth domestic and international travel companies. We 1elieve our 1rand recall is ver% high amongst over >?? corporate clients& including maor domestic and multinational companies. It is affiliated with /adius Inc.& the worlds largest conglomerate in 1usiness travel& as their Indian partner. #everaging the partnership with /adius& )o" 9 4ings can offer travel fulfilment services to corporate clients in India and overseas.
Trade #airs
)o" 9 4ings Trade 2airs ensures that %ou ma+e the most of %our 1usiness trip and that the smallest of details are ta+en care of& right from confirmed accommodation& cit% centre hotels during the fair period& and cit% tours to technical add;ons such as Cox & king
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factor% visits& 1u%er;seller meets and much more& all at the most attractive prices. *ac+ed 1% a phenomenal trail of awards and e"pertise& )o" 9 4ings offers out1ound tour management facilities and an arra% of value;added services that can arrange and handle the most comple" and e"acting 1usiness trips an%where in the world.
Meetings0 %ncentives0 onerences and '/hi$itions 12M%'34
#eisure travel is increasingl% 1eing used as an incentive tool 1% man% organizations to conve% appreciation for /ecognizing achievers. It has dual 1enefits& one 1% providing a holida% that ena1les an e"ecutive to unwind and recharge and the other serving as a reward for e"cellence that inspires the team. We cater to all aspects of conference organizing& 1usiness meetings& event management& seminars& e"hi1itions& product launches and incentives. Ever% event is designed to meet specific re:uirements right from the pre;event preparations& during the event itself and through to post;event settlements. We have 1een constantl% introducing innovative events and ma+ing suggestions to ma+e ever% conference eventful and memora1le li+e elephant polo matches& gala dinners in fair% tale castles and steam train ourne%s in princel% carriages amongst others.
#ore/
)o" 9 4ings is amongst the leading retail fore" dealers in the countr%. We were one of the first travel companies to 1e granted the license as the (uthorized 'ealer ; )ategor% II under the new licensing regime. Cox & king
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The enhancement of status from 22-) to (uthorized 'ealer ; )ategor% II opened a wide spectrum of activities which we can underta+e foremost among them is the a1ilit% to transact outward remittance re:uirements. The remittances or other e"change facilities for students pursuing studies a1road& medical treatment overseas& migrant travelers& salar% and wages to crews on ships visiting in India& su1scriptions for overseas pu1lications& seminars& organizationDs mem1ership are some of the new 1usinesses which we can underta+e in addition to providing foreign e"change service to #eisure Travelers and )orporate 0 *usiness Travelers. This places )o" 9 4ings in league with (uthorized 'ealers li+e 2oreign E"change Nominated *an+s to cater to the re:uirements of a whole host of customers. It wor+s with more than
o/ & 5ings Online
)o" 9 4ings has developed an online portal& which is a we1 ena1led d%namic s%stem that includes holida%s& sightseeing& cars& hotels& transfers& insurance and other ancillar% travel services. -ost of the products and services are availa1le on a real time 1asis and is 1ac+ed 1% a >F"B call centre. With the compan%s online access s%stem& one can complete all processes using ust one window& ust one simple 1oo+ing s%stem.
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ORGANI:ATIONA, CHART
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JOBS DONE
•
V')% pro!"))'( )"r'!")
I wor+ed in visa processing services& where I understood the necessit% of travel documents and regulations and the significance of the different t%pes of travel documents and for what purpose the% are re:uired. 8nder this department I also learnt how to fill visa application forms for various destinations.
•
Du'1% D";/o
The compan% design and mar+et escorted tours to group travelers under one of our flagship 1rand 'uni%a 'e+hoK. These are read% made pac+ages where a group of travelers is escorted 1% a tour manager. The customer chooses a specific tour from the arra% of choices offered to suit his 1udget and preferences. In This department that is where I learnt how to handle :uires of clients under the guidance of -iss Hemlata. This was the most crucial part of m% entire training period.
•
I'"r%r1 pr"p%r%'o
This department was domestic that is& C*harat 'e+hoD section. In this section I was taught how itineraries are prepared& we wor+ed on north east destinations $5angto+ J Pelling J 'areeling,.
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•
T""9-%r;"'(
Telemar+eting is mar+eting conducted over the telephone. -ost telemar+eting calls are cold calls& meaning the recipient of the call has not re:uested that the telemar+eter contact them. Telemar+eting is one of the most controversial t%pes of mar+eting. The purpose of telemar+eting is to ma+e a sale. Sometimes telemar+eters have personal information when the% call a customer& +nowing the person has purchased products similar or related to theirs from other vendors or outlets. I was given a list of more than hundred clients to ma+e calls.
,EARNING PART
)lassroom teaching helps the student 1% ma+ing conceptual 1ase clear& 1ut on the o1 training is the practical wa%& which helps the students to get practical +nowledge of the concept. Normall% the students are not aware of actual re:uirement Cox & king
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Wor+ing as a summer trainee at )o" 9 4ings was a wonderful e"perience& it gave me immense understanding a1out how companies are ma+ing 1usiness through various wa%s. The various departments under which I wor+ed are *H(/(T 'E4HO& the person who trained me was -iss 6hanvi /athore. '8NI7( 'E4HO& this department was underta+en 1% -rs. -ina"i 6oshi and -iss Hemlata -ethwani. The other department which I wor+ed in was &visa processing services& under Sir Ishwar 'as. It is m% pleasant dut% to e"press m% special than+s to -r. Ishwar 'as and -iss 6hanvi /athore for their encouragement throughout m% proect and their guidance during the compilation of wor+.
Bu)'")) o# /" op"r%'( )u<)'d'%r'") o# /" Co-p%1 ETN S"r'!") ,'-'"d
ETN is one of the fastest growing in1ound travel wholesalers in Europe. ETN services in1ound travel for destinations across Europe and its clients are mainl% sourced from India& Taiwan& 5erman% and South 4orea. It provides ground handling services for in1ound tours in the Europe. Cox & king
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The +e% services offered 1% ETN across Europe includes hotels& transportation& tour escorts and specialist guides& restaurants and tic+ets for special events& monuments etc.
Co$ & K'() Tr%" ,'-'"d UK
)o" 9 4ings Travel #imited 84 is an out1ound specialist tour operator and caters to onl% the leisure travel mar+et. It concentrates on the up;mar+et end of the 1usiness. It is considered a specialist tour operator which also operates tours around the world li+e India& 2ar East& #atin (merica& (frica& -iddle East etc. (lthough the 1usiness was started as a onecountr% product $India,& the rapid growth over the past three %ears has 1een fueled 1% its increasing portfolio of specialist programmes. The tours are sold via 1rochures and such 1rochures are generall% of two t%pes 'estination led pac+ages and Interest led pac+ages. The 6ohn #ewis Partnership is one of the 84Ds top ten retail 1usinesses with >3 6ohn #ewis department stores and <A Waitrose supermar+ets. It has launched a new direct services compan% named 5reen1ee& providing home and travel insurance& theatre tic+ets and travel services. 5reen1ee is targeting to 1ecome the destination shop for travellers in >??. 5reen1ee has signed up with )o" 9 4ings& to provide an e"clusive range of planned group tours and 1espo+e travel itineraries
Co$ & K'() J%p%
)o" 9 4ings 6apan has a tour operator class license from the 5overnment of 6apan. This license ena1les it to sell travel products to the pu1lic& 1ut more importantl% to the wholesalers in 6apan who control the mar+et. It has official relationships with 6T* )orporation& 6apan (rlines& (ll Nippon (irwa%s )ompan% #imited& Ho++ai Snow #imited& Nova Tourist *ureau )ompan% #imited etc which Cox & king
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ena1les these companies to use their services as a *>* relationship. There are ver% few companies who have this trading relationship and this is a maor 1arrier to enter the 6apanese mar+et. )o" 9 4ings 6apan& generates revenues principall% from pac+aging holida%s for the pu1lic& the maor wholesaler and societies. It controls its :ualit% and margins 1% having its own offices in -aldives and New )aledonia and through the ground handling activities of the )ompan% for its Indian clients. This gives it a maor advantage in contracting and service deliver%.
Co$ & K'() Tour) ,,C4 Du<%'
)o" 9 4ings Tours ##)& 'u1aiDs o1ective is to tap 8(EDs out1ound leisure travel mar+et. )o" 9 4ings Tours ##)& 'u1ai serves E"patriates and 8(E Nationals for leisure travel across the world. (nother focus is in providing e"clusive group tours which will cater to the needs of the Indian E"patriates in the region. In the first @ months of its operation in 'u1ai& )o" 9 4ings Tours ##)& 'u1ai has alread% launched man% innovative tour programs for the travellers from 8(E. )o" 9 4ings Tours ##)& 'u1ai has plans to start its in1ound tours services to 'u1ai. ItDs main focus will remain to 1e the leader in leisure travel segments 1oth out1ound and in1ound. (nother focus area would 1e to target the corporate incentive travel& which is growing at a fast pace.
D')r'
)urrentl% we use the following distri1ution channels for 1etter visi1ilit% and sale of our products. We have our own 1ranch offices in India. We have mar+eting representative offices in 3 locations across the glo1e. We also have a strong agenc%
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networ+ of 5S(0 PS(s within India and world wide& which sells its products either e"clusivel% or with other travel products. It sells through advertising with T and through print media and dedicated readers offer. We were amongst the first travel )ompan% in India to start a uni:ue mar+eting initiative called Travel )lu1. This was done to create awareness of new destinations. Travel )lu1 was a co;1randed travel section appearing in maor newspapers in India.
5 Our Br%!/ O##'!")
)urrentl% we have offices in <> locations within India and two offices outside India. These 1ranch offices operate as our Travel Shop as well as 1ac+ office for transactions ta+ing place in that part. These offices give us a pan India presence. (s a part of our growth strateg%& we plan to open more dedicated shops and pursue the franchisee route to gain depth of reach within India. We 1elieve that these shops are ver% important for our overall growth as this is an interface 1etween the customers and the compan% which ensures timel% service and prompt grievance redressal.
>. Fr%!/')"" We have developed a franchisee model wherein the franchisee is la1eled as a )o" 9 4ingsK shop and is a One Stop Travel ShopK. The franchisee provides and sells all travel related products and services li+e leisure holida%s& tic+eting& foreign e"change and insurance& hotel 1oo+ing& car rentals& third part% products li+e cruises& eurail& etc. and visa and documentation. We provide the staff of the franchisee with assistance and training to sell our 1randed products. We also provide the franchisee with guidance relating to the management& finance& promotion and methods of operation to 1e emplo%ed in connection with the
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s%stem. We will support the franchisee with advertising& promotions and other programs with a view to develop the 1usiness.
A. A(") We have a networ+ of 5S(0PS( spread all over India. We also have e"tensive networ+ of representatives and 5S(0PS( across the world. This networ+ of agents and representatives allows us to cater to demand in travel mar+ets where we donDt have our own offices. Our representatives have in depth +nowledge of the local mar+et the% operate in and we periodicall% update them in regards to our services and product offerings. Our PS( 0 5S( networ+ within India sources 1usiness for us for our out1ound tours and 'omestic tours. Through our PS( 0 5S( and /epresentatives outside India& we cater primaril% to the In1ound travellers coming through them including N/IDs and PIO. ( revenue sharing model along with incentives is in place for these 5S(0PS( representatives.
F. I"r" S%") We have recentl%
launched we1sites
www.co"and+ingsnri.com
in
addition
www.co"and+ingsin1ound.com and to
our
e"isting
we1site
www.co"and+ings.com. These user friendl% we1 sites offer our products on real time 1asis. We 1elieve that with the num1er of internet users increasing& the we1 platform will help the compan% to capture additional mar+et of those travellers who prefer to do their travel purchase online. The we1site will 1e a complete travel solution offering a user the choice to purchase an% item from an airline tic+et to a complete tour pac+age. The we1site will also offer a user the choice to purchase an% com1ination of product. We 1elieve that application of such state of the art we1 technolog% will allow us to capture a whole new client 1ase.
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Hu-% R")our!"
Our management team includes some of the most e"perienced managers in the travel and leisure industr%. -ost of our senior management have su1stantial e"perience in their respective domain areas and have 1een instrumental in the growth of our organization. We 1elieve that our management team is well placed to provide strategic leadership and direction to e"plore new emerging opportunit% in these sectors as well as constantl% improve our current operations. We have witnessed low attrition of +e% management personnel and have also recruited several professionals with a com1ination of domain e"pertise in critical areas and innovative thin+ing for all areas and services to our organisation. We 1elieve that these attri1utes of our staff provides us with a significant competitive edge. The 1rief details of the permanent emplo%ees of the )ompan% as on 6anuar% <3& >?? are as follows Cour1
No o# S%##
India
=>= F.@=
8. 4.
6apan
3F F.=>
'u1ai
?.BA
To%
5=6> 5==.==
Co-p"''o
8nli+e mature mar+ets of the world which are organized with deeper penetration the Indian travel mar+et is highl% fragmented and there is a potential for maor penetration in retail mar+et. Our competitors ma% 0 ma% not offer all services and
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products that we do and their product portfolio ma% not 1e directl% compara1le 1ut we ma% face competition.
P%) A7%rd) %d R"!o(''o
<. 5overnment of IndiaDs National Tourism (ward for )onferences& for seven %ears. <==3;=@& <==;==& <===;>???& >???;?<& >??<;?>& >??>;?A and >??A;?F >. National Tourism (ward for the 1est 'omestic Operator since the three %ears. >??A;?F& >??F;?3 and >??3;?@. A. *est Out1ound Tour Operator in >??> ; ?A at the 5alileo E"press (wards. F. *est 'omestic Tour Operator award& for three %ears in a row at the 5alileo E"press (wards for the %ears >??A;?F& >??F;?3 and >??3;?@. 3. In >??3;?@ it also won the award for the *est Technolog% Programme in the travel industr% at the 5alileo E"press (wards. @. )N*) (waaz Travel (ward for -ost Preferred Tour Operator in >??B. B. *est 'omestic Tour Operator at (1acus;T(2I (wards Nite in >??B . *est Out1ound Tour Operator (ward at (1acus;T(2I (wards Nite in >??B
Prop"r'")
We have ta+en a plot of land on lease at 5reater NOI'( from the 5reater New O+hla Industrial 'evelopment (uthorit%. The 5reater New O+hla Industrial 'evelopment (uthorit% has issued a notice terminating the lease. We are contesting Cox & king
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the termination in the (llaha1ad High )ourt. 2or details on this litigation see Outstanding #itigation and -aterial 'evelopmentsK on page >@> of the 'raft /ed Herring Prospectus. We are in possession of tenanted premises at )arnac *under& -um1ai. The owners of the premise have issued us a notice to us as+ing for vacating the premises and have filed a suit with the Small )auses )ourt at -um1ai. 2or more details on this litigation see Outstanding #itigation and -aterial 'evelopmentsK on page >@> of the 'raft /ed Herring Prospectus. Our registered office at -um1ai and all the 1ranch offices within and outside India are either ta+en on lease or on leave and license 1asis. We are re:uired to regularl% renew the lease or lease and license arrangement with the owners to peacefull% eno% the propert%. We also own residential flats at -um1ai and *angalore. These flats are primaril% used for staff accommodation.
I)ur%!"
We have ta+en an indemnification polic% as per the re:uirement of I(T(. We have ta+en a group accidental polic% covering
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personal effect of emplo%ees lost or damaged in the course of the 1usiness hours. We have a group mediclaim polic% for our emplo%ees as and their dependents. We also have a personal accident polic% for our emplo%ees.
D"%') o# I""!u% Prop"r1
We currentl% own F? trademar+s of our 1randed products and offerings that we offer under 1rand name. These trademar+s are registered for a period of ? trademar+s with the /egistrar of Trademar+& -um1ai& under various com1inations and classes& which are currentl% pending registration. 2or more details on these trademar+s
INBOUND SERVICES
(n in1ound customer service facilit% wor+s 1est when it provides customers with a single point of contact for all their service :uestions. )ustomers ring a single num1er to order products& ma+e a pa%ment& register a purchase or o1tain product information. The% can also place a support re:uest or ma+e an in:uir% a1out a Cox & king
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product. The agents handling the incoming calls must have the product and technical +nowledge to deal with the call personall% or& if necessar%& transfer the call to a specialist. )ustomers appreciate the convenience of a single point of contact& provided the% receive an appropriate response. In1ound is travel for recreational& leisure or 1usiness purposes. The World Tourism Organization defines tourists as people who travel to and sta% in places outside their usual environment for more than twent%;four $>F, hours and not more than one consecutive %ear for leisure& 1usiness and other purposes not related to the e"ercise of an activit% remunerated from within the place visited. Tourism has 1ecome a popular glo1al leisure activit%. In >??& there were over =>> million international tourist arrivals& with a growth of <.=G as compared to >??B. International tourism receipts grew to 8SM=FF 1illion $euro @F> 1illion, in >??& corresponding to an increase in real terms of <.G. (s a result of the #ate;>???s recession& international travel demand suffered a strong slowdown 1eginning in 6une >??& with growth in international tourism arrivals worldwide falling to >G during the 1oreal summer months& and this negative trend intensified as international tourist arrivals fell 1% G during the first four months of >??=. Tourism is vital for man% countries& such as the 8.(.E& Eg%pt& 5reece and Thailand& and man% island nations& such as The *ahamas& 2ii& -aldives and the Se%chelles& due to the large inta+e of mone% for 1usinesses with their goods and services and the opportunit% for emplo%ment in the service industries associated with tourism. These service industries include transportation services& such as airlines& cruise ships and ta"is& hospitalit% services& such as accommodations& including hotels and resorts& and entertainment venues& such as amusement par+s& casinos& shopping malls& various music venues and the theatre.
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The 8nited Nations classified three forms of tourism in <==F& in its /ecommendations on Tourism Statistics 'omestic tourism& which involves residents of the given countr% traveling onl% within this countr% In1ound tourism& involving non;residents traveling in the given countr% and Out1ound tourism& involving residents traveling in another countr%.
C%))'#'!%'o O# S"r'!") ' I
ON THE *(SIS O2 THE EN' 8SE/ The end user for Tourism Services is alwa%s the 'O)S.",R& and therefore on the 1asis of the end user& Tourism Services fall under the categor% of C 'onsumers+ . However these consumers ma% var%& which is wh% Tourism Services also differ. SE/I)E P/O'8)T )ONTIN88(s per the Product;Service )ontinuum& Tourism Services fall under the categor% of /$oods Servies1 The core product is the destination& which is purel%
intangi1le. However& tourism is lin+ed to a num1er of tangi1le goods such as souvenirs& cuisine& etc which constitute an important part of an% vacation or holida% an% consumer might ta+e. Therefore it cannot 1e classified as onl% services& and falls under the categor% of /$oods Servies1 PEOP#E *(SE' SE/I)ES Tourism Services are hi*h ontat services& as people interact with people at virtuall% EE/7 stage of the wa%. Tourism services are ver% people;oriented services& and the service people are plent% and have high contact with the consumers. The consumer interacts with a m%riad of service people starting from when he 1oo+s his tic+et and throughout the course of his holida%. Cox & king
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ELPE/TISE Tourism Services are mostl% professional services. The service people include travel agents& tour operators& hoteliers& caterers& tour guides& etc. (lmost all of these people are trained and are professionals. The% might 1e trained 1% professional institutes $I(T(& IIT-& etc., or 1% the agenc%0compan% the% are wor+ing for $)OL 9 4IN5Ds,. O/IENT(TION TOW(/'S P/O2IT
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(ll In1ound Services are ommerial & and are underta+en with a view to earn profits.
<. *rand E:uit% 9 E"pertise When people are loo+ing for travel related solutions one of the first names that comes to mind is )o" 9 4ings. (s franchisee& )o" and 4ings 1ecome an integral part of )o" 9 4ings >F %ear heritage and are in a position to command the same +ind of respect in the industr%. >. Training To ensure flawless management and strong 1efore and after sales service& team will 1e put through comprehensive training provided 1% )o" 9 4ings. The training program will 1e constantl% updated and will provide with ongoing guidance and assistance at ever% stage of %our progress. There will also 1e an online training program in place soon. A. Technolog% and Total Support One of the man% things )o" 9 4ings guarantees its franchisees are unmatched technolog% and technical support. )o" 9 4ings have developed comprehensive technolog% solutions& covering ever%thing from an eas% access virtual office s%stem to automation support with in;house helpdes+ and disaster recover% s%stems. One can access office an%where an%time. Imagine if %our child is ill and %ou need to sta% at home or %our client calls %ou late at night after office hours. Well& %ou have the )o" 9 4ings advantage at %our fingertips with our super1 online access s%stem. 7oull also 1e provided with a :uic+ and eas% to use online data1ase& which can 1e accessed >F hours a da%& seven da%s a wee+. (lso& in case of an% unfortunate instance& where %ou might end up losing valua1le data0 transaction details& now %our 1usiness can 1e 1ac+ on its feet within a matter of minutes. (ll than+s to disaster recover% s%stem. F. Eas%;to;use One Window 1oo+ings Imagine when %ou 1oo+ a tic+et %ou first Cox & king
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go on to a )entral /eservation S%stem $)/S,. Ne"t& %ou have to log into another s%stem for a hotel from L supplier& then into another s%stem to compare the rates with 7 supplier. 2inall% %ou have to ph%sicall% capture all this information and print an e"cel sheet. With the )o" 9 4ings advantage& life is a lot simpler. Now with online access s%stem& an%one can complete all processes using ust one window ; ust one simple 1oo+ing s%stem. )o" 9 4ings also ensure that the most comprehensive IT Software is put into place so %ou have ever%thing %ou need to manage and run franchise. 3. >F hour call centre Theres also a >F " B call centre to 1ac+ up in case of an emergenc% or urgent :ueries. One will receive all the advice& e"pertise and tools to help %ou succeed. (nd that too from a dedicated franchisee support team that is committed to help franchise increase sales and profita1ilit%. @. )ustomer /elationship -anagement One re:uire an invalua1le 1usiness tool for winning and servicing customer. )o" 9 4ings will provide it in the form of a sophisticated )ustomer /elationshi
M%%("-" )1)"-
<
The )/- is a user;friendl% data1ase s%stem that is designed to anal%se %our
customers needs and wants. >
The s%stem e"tracts customer data from %our 1oo+ing s%stem and maintains
a complete detailed histor% of all %our customers. A
It allows %ou to identif% and match opportunities to customers most li+el% to
respond to targeted offers. F
The )/- mar+eting program includes all our own nationall% co;ordinated
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direct offer mails plus a personalised cover letter written as if it comes from %ou and displa%s %our shops contact details. 3
The )/- program is also an invalua1le 1usiness tool for winning and
servicing %our 1usiness. It even produces reports which aid %ou in identif%ing areas of opportunit% and increasing %our revenue and profita1ilit%. @
<.
Eno%ing )o" 9 4ings Purchasing Power (s one of the most esta1lished
travel compan%& )o" and 4ings have the leverage to negotiate commissions and overrides on airfares& cruises& coach tours& holida% pac+ages as well as hotel accommodation and car rentals. Which means& )o" and 4ings have access to preferential deals and a strong competitive advantage to offer them to customersU >.
-ar+eting Strateg% Online and Offline -edium will 1e used for the
mar+eting of )o" 9 4ings Products and to create the 1rand awareness and reach out to the clients. National #evel as well as /egional -ar+eting )ampaigns will 1e adopted for creating the )o" 9 4ings 1rand awareness. A.
E"tensive 5round Operator Networ+ Since )o" 9 4ings also has a strong
networ+ of dedicated ground operators functioning in different countries& One will 1e a1le to offer customers a range of options to ma"imize their holida% e"perience as per their 1udget and convenience. (lso& one can 1e sure a1out the fact that all customers will alwa%s 1e in the e"pert hands of the networ+ and will eno% a smooth and memora1le holida%.
TRAVE, INDUSTRY FUTURE
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The last few %ears have seen the Indian econom% grow rapidl%& resulting in the emergence of new sectors li+e IT& call centres 9 *POs. The nation is witnessing a new 1reed of consumers one with higher purchasing power and with disposa1le income to fuel their dreams. (dd to it media e"posure& evolving cultures& mo1ile phones& internet& television etc. This has not ust changed the wa% we live 1ut also the wa% we Travel. This new scenario has resulted in the Travel Industr% growing 1% leaps and 1ounds. Holida%s toda% have 1ecome a necessit%. Even ta+ing more than one holida% a %ear is not at all unusual. (lso standards of customer demands and e"pectations have gone up considera1l% and the customer& who once simpl% 1ought a tic+et& now crosses into other travel services li+e hotel 1oo+ings& holida% planning& ancillar% services etc. Hence& what the customer needs now is a one;stop travel shop that can provide him a host of travel;related services under one roof.
Do-")'! Tour')-
(ccording to the ministr% of tourism the total num1er of domestic tourists in >??3 was in the region of A?? million. There are different su1;segments to these such as adventure tourism& pilgrim tourism and leisure tourism. Pilgrim tourism still comprise 3? per cent of the total domestic movements. 'omestic num1ers are e"pected to increase 1% <3 per cent %ear;on;%ear. Ou
Pacific (sia Travel (ssociation $P(T(,& records that out1ound travel from India is growing at a rate of ??3 stood at 3.3 million tourists and it is e"pected to touch B million 1% the end of >??@.
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COX & KINGS4 A PROMISING FUTURE
)o" 9 4ings (n Illustrious Past. (n Eminent Present. ( Promising 2uture... )o" 9 4ings The Worlds oldest Travel )ompan% <
'estination management
>
Out1ound tourism
A
'omestic holida%s
F
*usiness travel
3
Trade fairs.
With a strong presence across the glo1e& one can easil% sa% that the +e% reasons 1ehind )o" 9 4ings immense success are <
( rich e"perience of around >F %ears
> 3
THE C&K ADVANTAGE
F
! *est *rand for over >3? %ears and 1een operational non;stop since
3
! One Stop Travel 2ulfilment )entre $Online as well as Offline 2ulfilment,
for all Travel /elated Services including a range of third part% products @
! Integrated Information Technolog% Platform to offer centralized
reservation s%stems for all 1usiness units B
! E"cellent Supplier )ontracting Terms 9 )apa1ilities
! Strong online Presence
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=
! Timel% 9 (ccurate -IS
! 4nowledgea1le Staff
<<
! Support via *PO 9 )all )entres
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! Innovative Products 'esign and )reative -ar+eting
! 5lo1al Shareholder of /adius
DESTINATION MANAGEMENT
)OL 9 4IN5S is Indias mar+et leader in destination management& with
su1stantial competitive advantage in this 1usiness segment. )o" 9 4ings operates a range of group and individual tours to destinations throughout the Indian su1continent for clients from all over the world. )o" 9 4ings overseas is a renowned travel 1rand and an Indian su1continent tour specialist and 1een :uoted as one of the top 3 premium tour operators 1% )onde Nast Traveller. This division also provides specialist services to foreign participants visiting India for international meetings& conferences& ad hoc incentives and e"hi1itions and also caters for domestic conferences and corporate incentives. 5round related services to international cruise companies touching Indian shore with a provision of shore e"cursions are other leading activities of this division.
OUTBOUND TOURISM
4ings 1egan a full;fledged in house tour operating activit% 1% designing its own 1rochure product under e"clusive arrangements with direct suppliers and local Cox & king
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agents across the glo1e. )o" 9 4ings has 1een underta+ing path;1rea+ing initiatives to reach out to the travellers through innovative products. These include 'uni%a 'e+ho Holida%s to Europe& 8S(& 2ar East& South (frica& -auritius& (ustralia and New Qealand. 2or the value for mone% traveller 2le"iHols is a concept in holida%ing where the traveller eno%s all the comforts and convenience of a planned holida% 1ut at a pace 9 price that is set 1% him. This is targeted at the more discerning 2ree Individual Traveller #u"ur% Escapes ; It ta+es a travel compan% that has 1een round for two hundred %ears& to +now ever%thing a1out ro%al treatment. )o" 9 4ings rolls out a whole new concept in Holida%s ; #u"ur% Escapes. Spoil %ourself. 5et pampered rotten. Holida% li+e a +ing. 6oin us as we unveil countr% after countr% laced with sinful indulgence and fine living.
BUSINESS TRAVE,
)o" 9 4ings are one of the mar+et leaders in 1usiness travel services in India& offering a full range of 1usiness travel services to over >?? corporate clients& including maor multinational companies. )94s strength in this 1usiness area is evident when one of the worlds largest conglomerate in 1usiness travel ; /adius the 2irst trul% glo1al travel management partnership0consortium with merger of Travel Trust International and Woodside Travel -anagement )orporation in <==> selected )o" 9 4ings as their Indian partner. )94 ; /adius Overseas Travel 2ulfilment Solutions through the /adius *rand #everaging the partnership with /adius& )o" and 4ings can offer Travel 2ulfilment Services to )orporate )lients who are having offices overseas or proect teams wor+ing on site at their customerDs site& through its /adius Shareholders in the Cox & king
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respective overseas regions. (ll travel re:uirements will 1e controlled through the off shore >F " B Travel )entre 1ased in -um1ai.
DOMESTIC TOURISM
India with its large domestic consumer offers )o" 9 4ings a uni:ue opportunit% to launch its portfolio of domestic holida%s for people resident in India. #aunched in >???& *harat 'e+ho $see India, is toda%s leading 1randed product in the countr% with a wide range of Indian Holida%s from cultural holida%s& pilgrim holida%s& wildlife holida%s& hone%moon tours& wee+end getawa%s& customized 2IT Tours to nature trails& *harat 'e+ho has captured over 3?G of the domestic mar+et.
INCENTIVE SO,UTIONS
Over B??? incentives in the last F %ears ma+e )o" and 4ings the 1iggest pla%er in Incentives. The Incentive Solutions 'ivision of )o" 9 4ings provides cost effective travel incentive schemes for clients that recognize and reward e"ceptional effort of its emplo%ees& customers& suppliers or dealers. ( team of handpic+ed industr% specialists committed to handling ever% aspect of an incentive 0 conference event are a part of this team.
MICE
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Thee grow Th growin ing g impo import rtan ance ce of -I)E -I)E ; -eet -eetin ings gs&& Ince Incent ntiv ives es&& )onf )onfer eren ence cess and and E"hi1itions led to the launch of this division. The division has e"isting tie ups with various )ham1ers of )ommerce and National Tourist Offices. CURRENCY EXCHANGE
)o" 9 4ings has a full;fledged mone% changing division in )o" 9 4ings Offices servicing the needs of the corporate traveller and the leisure travel clients. ( strong strong distri distri1ut 1utor or of (m (meri erican can E"pres E"presss Trave Travelle llers rs )he:ue )he:ues& s& )o" 9 4ings 4ings has 1een 1een awarded Top Performer for several %ears. TRAVE, INSURANCE
Policies for #eisure 'omestic as well as International Travel Travel and special )orporate 'eals on Insurance covering an arra% of specialized travel areas& some of which are <
#oss of 1aggage $chec+ed,
>
*ounced Ho Hotel 0 (irline *oo+ings
A
-issed co connections
F
Personal (ccident
3
Trip )an )ance cell llat atio ion n due due to hos hospi pita tali lisa sati tion on&& deat death h or or curf curfew ew..
HIGH TECHNO,OGY TECHNO, OGY P,ATFORM P,ATFORM
)o" 9 4ings toda% deplo%s highest information technolog% platform in the Indian Travel Industr%. It has developed totall% integrated front& mid and 1ac+ office solutions. This has 1rought a1out huge cost savings for the organisation& thus managing to offer :ualit% service to its customers at a great cost savings. Cox & king
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COX AND KINGS AS BRAND
The )o" and 4ings 1rand has evolved over >3? %ears and is one of the most recognized holida% 1rands toda%. The compan% offers services as a One;Stop Shop Shop for for all all trav travel el and and trav travel el;r ;rel elat ated ed prod produc ucts ts.. Its Its 1u 1usi sine ness ss can can 1roa 1roadl dl% % 1e categorized as #eisure Travel& )orporate Travel& 2ore" and isa Processing. )94 designs travel pac+ages for 1oth individuals and groups& for their domestic and international leisure travel. The compan% ma+es travel arrangements for corporate clients to cater to their 1usiness meetings& conferences& events& and as an incentive for their emplo%ees and 1usiness partners. The compan% also provides value;added services& such as customizing travel plans for N/I customers& travel arrangements for Trade 2airs and providing private air charter services. *esides& )94 offers travel;related foreign e"change and pa%ment solutions. The compan% is one of the first travel companies in India to 1e granted a license as an (uthorized 'ealer ; )ategor% II& under the new licensing regime. Within #eisure Travel& the compan% has three su1;segments& Out1ound Travel& In1ound Travel and 'omestic Travel. The In1ound In1ound Travel Travel 1usiness 1usiness represent representss destinati destination on manageme management nt services services that cover all aspects of ground tour arrangements re:uired 1% tour operators across the world. world. Th Thee 'omest 'omestic ic and Out1ou Out1ound nd Trave Travell 1us 1usine inesse ssess includ includee the sellin selling g of holida% pac+ages for travel in India and overseas& respectivel%. 8nder )orporate Trave Travel& l& a full full range range of 1us 1usine iness ss trave travell servic services& es& throug through h a team team of dedica dedicated ted relationship managers& is offered. offered. In India& )94 has >33 points of presence& covering <@F locations& through a mi" of 1ranch sales offices& franchised sales shops& 5eneral Sales (gents $5S(s, and Preferred Sales (gents (gents $PS(s,. The compan% has
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6aip 6aipur ur&& 4och 4ochi& i& Pune Pune&& Nagp Nagpur ur and and 5oa. 5oa. *esi *eside des& s& it also also op oper erat ates es thro throug ugh h 3@ franchised sales shops spread across India. The compan% has a glo1al presence& with operations in <= countries $1esides India, through su1sidiaries& 1ranch offices and representative offices $in the 84& (ustralia& New Qealand& 6apan& 8S& 8(E& Singapore and Hong 4ong,.
Over the period of >??@;?=& the compan% has made @ ac:uisitions& and it will continue to e"plore various opportunities for inorganic growth in the future
IPO 'etails )94 proposes to ma+e its IPO in the price 1and of /sA<@;AA?0share& at a face value of /s=.@cr,& ac:uisitions and other strategic init initia iati tive vess $/s< $/s<3? 3?cr cr,& ,& inve invest stme ment nt in ov over erse seas as su1s su1sid idia iari ries es $/s@ $/s@>. >.3c 3cr, r,&& and and investment in corporate offices and upgrading its e"isting operations $/s@?cr,. Cox & king
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Idu)r1 O"r'"7
Go<% Tour')- Idu)r1
(s per a WTT) stud%& the num1er of tourist arrivals worldwide increased from =?Fmillion in >??B to =>3million in >??& registering a rise of >.AG. The growth was comparativel% lower than the )(5/ of F.@G over the period of )7<==3;?& mainl% on account of the glo1al meltdown. In >??& the growth was the wea+est since the recessionar% period of >??<;?A& when the industr% was hit 1% the collapse of the high;tech 1oom& the =0<< terrorist attac+s and the S(/S out1rea+. )lose to two million o1s were nevertheless created during >??& 1ut the industr% was faced with increasingl% difficult glo1al headwinds in the second half of the %ear& as consumer and 1usiness confidence collapsed. The effects of the glo1al meltdown are e"pected to continue in >??=& with the growth rate of tourist arrivals li+el% to decline 1% F.AG to 3mn 1efore
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Over the long;term& the Travel 9 Tourism Industr% is e"pected to resume its growth& with emerging economies in particular leading the wa% 1% 1oosting international travel. In developed countries& a growing preference for leisure is e"pected to provide clients for new destinations once consumers regain confidence& while the popularit% of short 1rea+s& 1oth domestic and international& will continue to increase. WTT) estimates the world Travel and tourism industr% to witness a )(5/ of F.AG over >??=;>?<=. In 8S' terms the same is e"pected to witness a )(5/ of @.=G.
Id'% I
'uring >??;?=& the Indian tourism industr% had to cope with terrorism and the glo1al economic downturn& which put a 1ra+e on a decade of phenomenal growth in international arrivals $<==;>??B,& driven mainl% 1% the successful Incredi1le India mar+eting campaign and stead% improvements in the tourism infrastructure. However& with the effects of the meltdown easing out and economic activit% pic+ing up& the declining trend of 2T(s $2oreign Tourist (rrivals, seems to have 1een arrested. Cox & king
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The 2T(s declined significantl% to ???& 1ut& during >???.The e"pected rise in demand over the ne"t >;A %ears would 1e largel% due to factors such as Indias popularit% as a tourist destination& strong economic fundamentals& a continued interest from multinationals and a stead% growth in domestic travelers $1oth 1usiness and leisure,.
I")-" Ar(u-"
)94 derives over half of its earnings from the emerging mar+ets $mainl% India, and is focused on increasing its presence in other high growth geographies $mainl% the -iddle; East and South;East (sia,. This& we 1elieve& would 1ode well for the compan%& as it is ideall% poised to 1enefit from a strong growth in demand for out1ound and in1ound services in these areas& ena1ling it to achieve a high growth rate in the future. (ccording to WTT) estimates& the world travel and tourism industr% is e"pected to cloc+ a )(5/ of FG over >??=;>?<=. The growth rate is e"pected to 1e much Cox & king
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higher in the case of emerging mar+ets& mainl% India& the -iddle;East and South; East East (sia. sia. (ccordi ccording ng to WTT) WTT) estim estimate ates& s& the touris tourism m indust industr% r% in India& India& the the -iddle;East and South;East (sia is li+el% to witness a )(5/ of G over >??=; >?<=. (ccording to the WTT)& developing countries& which until recentl% have 1een the +e% drivers of growth in the tourism industr%& are e"pected to ta+e a 1ac+seat over the ne"t decade. (lthough countries li+e the 8S& 6apan& )hina and West;European countries would continue to generate a 1ig chun+ of travel and tourism demand& in terms of growth& the emerging countries in (sia& the -iddle;East and (frica are li+el% to lead going ahead. The shifting of the trend towards the emerging mar+ets is evident from the steep decline in the share of the top <3 destinations of international tourist arrivals $from around B3G in <=B? to around 3BG in >??B,. Well;positioned to gain mar+et share on the 1ac+ of a strong 1rand franchise and a presence across the value;chain value;chain The travel mar+et is highl% fragmented& with a large num1er of travel agents catering to most of the demand. We 1elieve 1elieve that )94s strong 1rand& coupled with services across the value;chain $in1ound and out1ound,& would act as a +e% driver in garnering a higher mar+et share in the future. Strong *rand E:uit% )94s 1rand has evolved over a period of >3? %ears and is one of the oldest 1rands in the Travel and Tourism industr%. Over the %ears& the compan% has 1uilt a strong 1rand franchise for itself in overseas mar+ets as well as in India. )o" 9 4ings was ran+ed amongst the Top
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Presence across the value;chain )94 offers complete travel solutions& and serve as an integrated provider of all travel and travel;related products. The compan% provides a One;Stop Shop for all travel re:uirements& re:uirements& from visa formalities to tic+eting& holida%s& insurance and foreign e"change. *esides& the compan% is in the process of rolling;out a pan;India& lu"ur% train& under the 1rand -aharaas E"press& through a oint venture with the Indian /ailwa%s. Wide geographical reach In India& )94 has >33 points of presence& covering <@F locations& through a mi" of 1ranch sales offices& franchised sales shops& 5eneral Sales (gents $5S(s, and Preferred Sales (gents $PS(s,. The compan% has
Co!"r) #or Id'% I
<
Thee Tr Th Travel avel and and tour touris ism m ind indus ustr tr% % is high highl% l% c%cl c%clic ical al in natu nature re and and sens sensit itiv ivee to
changes in economic growth. >
Thee ind Th ndus usttr% is highl ighl%; %;ffragm ragmen ente ted d and and com competi etitiv tive& and and thu thus faces aces stif stiff
competition from other pla%ers and also from the unorganized sector A
Thee compa Th compan% n% is is e"po e"pose sed d to curr curren enc% c% flu fluct ctua uati tion onss in the the vari variou ouss coun countr trie iess
that it operates in. Ouoo; %d V%u%'o Cox & king
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Over >??@;?=& )94s /evenues and P(T have witnessed a )(5/ of @3.@G and ?.BG& respectivel% these& however& have also 1een aided 1% the five ac:uisitions it has made across the glo1e since >??@. 5oing ahead& estimate )94s Top;line and P(T to witness a )(5/ of >B.FG and AB.BG over >??=;<?<< estimates& respectivel%. We 1elieve that the compan%Ds organic and inorganic growth rates will 1e sustained& and its core profita1ilit% will remain health%& going ahead. Hence& on the 1ac+ of positives li+e )94s superior grow growth th rate rates& s& its its wide wide geog geogra raph phic ical al reac reach& h& a stro strong ng 1ran 1rand d fran franch chis isee and and the the improving industr% d%namics& d%namics& we recommend a Su1scri1e view on the IPO. R%'o%" #or our Su<)!r'<" r"!o--"d%'o
)o" and 4ings $)94, is a glo1al tour operator& deriving around =?G of its revenues from the leisure segment. The compan% has a strong presence in the emerging emerging and developed mar+ets& and offers offers travel& fore" and visa services. Well;positioned to gain mar+et share on the 1ac+ of a strong 1rand franchise and a presence across the value;chain )94 has a histor% of over >3? %ears& ma+ing it one of the oldest travel 1rands in the world. Over the %ears& the compan% has 1uilt a strong 1rand franchise for itself in overseas mar+ets as well as in India. The travel mar+et is highl% fragmented& with a large num1er of travel agents catering to most of the demand. We 1elieve that )94s strong 1rand& coupled with services across the value;chain $in1ound and out1ound,& would act as a +e% driver in garnering a higher mar+et share in the future.
BUSINESS PROMOTION *MARKETING+
To run run the 1usiness smoothl% s moothl% it is ver% important for the compan% to continuousl%
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promote and e"pand its 1usiness activities. The intent to run the 1usiness smoothl% la%down certain guidelines towards the achievement of this o1ective. The% are <. ('E/TISE-ENTS Head office0*ranch office02ranchise store will whenever deemed necessar% and appropriate advertise in the national0local news papers and0 or souvenirs0 magazines for a, Induction of managerial staff. 1, /ecruitment of s+illed emplo%ees. c, Occasional pu1licit% for proecting good image of compan%. d, 2or procurement of new products and pac+ages While releasing such advertisements under mentioned points should 1e given due consideration a, Econom% of e"penses 1, *rief 1ut effective e"posure. c, (ttractive image representation.
>. *8SINESS S8/E7 /egional0*ranch offices shall& either on their own initiative or on instructions from the head office& conduct occasional& 1ut programmed and structured surve%s of mar+et and competitors. However& 1efore or while conducting these Cox & king
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surve%s& following points should 1e ta+en into consideration. a, (ssessment of 1usiness prospect in the area. 1, Whether area is untouched 1% other competitors especiall% THO-(S )OO4K c, Emplo%ee;customer relationship in the area. d, Insurance and 2oreign tie;ups should 1e covered e, )ulture environment and language of different countries in pac+ages. f, (vaila1le of customers locall%. g, (ssessment of customers need as per the products and services. h, 2ire fighting facilities availa1le. +, le"i1ilit% in pac+ages as per customers re:uirement
STATEMENT OF PROB,EM
The stud% is done to find out the perception o f customers on comparing )OL (N' 4IN5S and other competitive 1rands To find out the additional features and that could added to co" 9 +ing to ma+e to it more effective.
4IN5S compared to an% other competitors.
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)OL 9 4IN5DS P/O2I#E )o" 9 4ings is the longest esta1lished travel compan% in the world. ItDs distinguished histor% 1egan in & The /o%al (ir 2orce came under is wings. *etween the ?G,. )o" 9 4ings India has its head office in *om1a% and regional offices in New 'elhi& -adras and *angalore. )o" 9 4ings India has an annual turnover of 8SM F? million. Cox & king
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THE PRINCIPA, SERVICES OFFERED BY THE COMPANY ARE8 *%+ BUSINESS TRAVE,8
)o" 9 4ings are the mar+et leaders in 1usiness travel services in India& offering a full range of 1usiness travel services to over <3? corporate clients& including maor multinational companies. Its strength in these areas was evident when the worldDs largest conglomerate in travel J *usiness Travel International $*IT, selected )o" 9 4ings as their Indian partner. *TI partners have a com1ined annual turnover of over <3 1illion 8S dollars in airline passenger sales alone and& with offices in @? countries& are the onl% integrated glo1al networ+ serving the corporate world. *<+INBOUND TOURISM8
)o" 9 4ings operate a wide range of group and individual tours throughout the su1continent for clients from all over the world. /enowned as an Indian tour specialist& )o" 9 4ings loo+s after ever% aspect of the tour arrangements for over <3&??? foreign tourists ever% %ear. The compan%Ds close corporate association with the leading hotel group in India& The Ta 5roup of Hotels and the 5atewa% chain of hotels have strengthened compan%Ds position as IndiaDs leading in1ound operator. )o" 9 4ings is the onl% Indian tour operator which understands the European )ommunit% directives on holida% products and offers to European tour operators a guarantee to provide client handling standards conforming to the European )ommunit% norms.
OUTBOUND TOURISM8
India is perhaps one of the largest potential out1ound tour mar+ets in (sia. In a total mar+et segment of FF million people $3G of IndiaDs population, with the socio;economic profile to travel overseas on leisure tours& )o" 9 4ings has a Cox & king
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niche n this fast e"panding mar+et. #eading leisure product 1rands including Insight Tours in Europe& 'omenico Tours in the 8S( and /o%al )ruise #ines& (1ercom1ie 9 4entDs (frican Safaris have accordingl% selected )o" 9 4ings to represent them in India. *!+ DESTINATION MANAGEMENT8
Though a late entrant in this fields& )o" 9 4ings is toda% IndiaDs mar+et leader in destination management. In the %ear <==A0=F& )o" 9 4ings loo+ed after the arrangements for over F?&??? foreign participants visiting India to attend international meetings or for incentive purpose& large pharmaceutical companiesD incentive programmes. )o" 9 4ings are appointed COfficial Travel (gentsD for several large and prestigious international conferences. )o" 9 4ings has also 1ecome a specialist in the handling of foreign cruise ships& which include Indian ports as part of their programme.
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)OL 9 4IN5S J IN'I( India is another cultures another world. ( visit to India can 1e the holida% of a lifetime& a great e"perience& something %our clients will never forget.
It is
important for the visiting tourist to +now that India is a vast su1continent with a rare admi"ture of races& people languages& customs and traditions. 2ew destinations in the world cover such a wide spectrum. To the north of India are the worldDs highest mountains& the might% Himala%as& offering havens of unmatched 1eaut% against a 1ac+drop of snow;clad mountain& the highest pea+ in the world J -ount Everest. On the western and eastern coastlines are virgin 1eaches with a tropical am1ience of coconut palms and white sands and a hinterland of lush green rice;fields and meandering rivers. There are secluded island resorts with rain forests and coral reefs. To the south are 1ac+waters& lagoons and waterwa%s& lagoons and waterwa%s of great 1eaut%& and forests with a wide range of flora and fauna. The su1;continent e"tends A>>?+m from north to south and >=A?+m from west to east. ( land frontier of over <3&>@?+m with a coast line of a1ut @
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)hina can 1oast of un1ro+en civilizations reaching 1ac+ into anti:uit%. Even toda% man% CvedicD h%mns used in dail% pra%er are nearl% A3?? %ears old and unaltered from the original. India is not ust the Ta -ahal& acclaimed as one of the Seven Wonders of the World& India goes 1e%ond the Ta -ahal. It is the onl% destination which offers to the visitor the widest range of choices& from culture to archaeolog%& from 1each holida%s to wildlife safaris& from mountain clim1ing to deep sea diving all in one land J India. (ll for the 1est value of mone%& a holida% in India is the 1est compared to an% other parts of the worlds& where else can %our clients live in old palaces in st%le li+e the CmaharaasD for ust over 8SM
We mentioned earlier India is a su1 continent with a land frontier of over <3&>@?+m and a coastline of a1out @
CU,TURA, TOURS8
India the seat of 3??? %ears of uninterrupted civilization& offers to the visitor a wide variet% of cultural tours& from festivals such as the famous C)attle 2airD J Push+ar in the desert +ingdom of /aasthan& to the C*oat 2estival;Onam in 4erala. )o" 9 4ingsD cultural tours will 1e an e%e opener for even the repeat visitor to India. Our tours include the Coff;trac+ highlightsD onl% to ma+e certain that %our clients will have product pluses that onl% %ou can offer. •
HISTORY & ARCHAEO,OGICA, TOURS8
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-onuments& e"cavations& covering millennia in histor% will remind %our client of the rich histor% that is India. 2or the first time visitor& the 1eaut% of the Ta -ahal is a never to forget memor%. 2rom ancient temples to mos:ues to churches $some of the first ones in (sia, all can 1e fitted into an e"citing holida%. •
ADVENTURE TOURS8
Ever%thing a1out India is not old and ancient& there e"ist with the centuries old monuments a %oung and vi1rant India. Hand gliding in the 1ase mountains of the Himala%as in Himachal Pradesh& White /iver /afting in the might% river 5anga where the rapids reach scales suiting the amateur to the professional. 8ncharted s+iing in the Himala%as to gentl% slopes. 'eep water diving in the (ndaman Islands& India can 1e a lot of adventure. )o" 9 4ings ensures that while it is adventure that the client 1u%s& 1ehind the scene is meticulous planning to see to it that there is not Cmis;adventureD •
GOURMET TOURS8
'id an%one sa% all Indian food is curr%. Then tr% the )o" 9 4ings gourmet tours. 2rom the food of the warriors of the North West Province to the food of the Cna1o1sD of #uc+now. 2rom the food of the sea faring 5oans to the food of the Nizams of H%dera1ad. )o" 9 4ings have specialized to 1e the CIndian 5ourmet ToursD e"perts. #ittle wonder that when it comes to organizing special tours for the International Wine 9 2ood Societ% or 6eunes /estaurateur 'D EuropeDs >? th anniversar% tour& the tour operator is )o" 9 4ings. •
2I,D,IFE TOURS8
(t no other destination will %our clients have a choice of F= National Par+s 9 Sanctuaries that are there in India. )o" 9 4ings operates specialized wildlife tours with leading India naturalists as guest lectures. 2rom the /o%al *engal Tiger&
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the (siatic #ion& to the Si1erian )rane& )o" 9 4ings can custom ma+e a wild life tour depending on %our clients area of interest. •
BEACH HO,IDAYS8
Either as a stand alone product or as an add;on to a tour& Indian *each Holida%s are full of sunshine& surf and fun& and the 1est part are virgin 1eaches. -iles and miles of the Indian coastline offers uni:ue 1eaches& unspoiled uncrowned. •
IS,AND@ TOURS8
'id an%one of %our clients want the C/o1inson )rusoeD e"perience. Send them to India& all complete with their -an 2rida%. ( choice of small to large islands on the Indian Ocean& the *a% of *engal or the (ra1ian Sea& Island Tours in India is reall% an e"perience. •
SPORTING TOURS8
Indian offers some of the worldDs 1est golf courses& designed 1% famous architects& golf holida%s are at their 1est when the% are in India. Where else in the world can %our clients pla% golf with the maestic Himala%as as a 1ac+;drop or a golf course with ancient -ughal monuments with peacoc+sV ThatDs golfing in India. On sporting events& The Himala%an )ar /all% $a earl% event, has alwa%s attracted the motoring enthusiasts worlds over. •
RAI, TOURS
If Europe has the Orient E"press and the (ndalus E"press& the ultimate lu"ur% of romancing the rails with a steam locomotive is onl% in India& The Palace on Wheels 1efitting its name& the Palace on Wheels is a super lu"ur% train doing an e"tensive circuit in the desert +ingdom of /aasthan& old railwa% carriages of the former -aharaas are now availa1le for the tourist& complete with a lounge& Cox & king
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dinning room& 1ar& the sleeping compartment is spacious& and has the old world touch of lu"ur%. )o" 9 4ings can also design e"clusive tours around India 1% train& man% sectors have steam locomotives& a few parts of the world where %our clients can have the e"perience of steam traction.
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COX & KINGS ACHIEVEMENTS8 •
)o" 9 4ings is the onl% Indian compan% to conform to the European )ommunit% standards. Over %ears of servicing )o" 9 4ings own international offices in #ondon& 84 the Indian 1ranch has developed a :ualit% of service which will ensure that %ou do not face an% difficulties in mentioning that %our Ctour productD in India strictl% conforms to the stringent European )ommunit% standards.
•
)o" 9 4ings is the onl% Indian compan% to offer %ou >F hours& A@3 da%s a %ear service. 2or we 1elieve that %ou or %our clients ma% re:uire to contact us at an% time of the da% or night. With international time differences& and the re:uirement to cater to an% emergenc% situation& ust one call to our >F hours service telephone num1er will ensure the o1 is done.
•
)o" 9 4ings is the onl% Indian compan% which will allow %ou total computer reservation service compati1ilit%& we were the first Indian Travel (genc% to 1ring into India the 5alileo )/S. 2or %our groups as well as %our 2ITDs & :ue; in on the )o" 9 4ings )/S for error free travel arrangements.
•
)o" 9 4ings is the onl% Indian compan% which offers %ou a state of the art electronic communication a 5E-S. F?? electronic mail s%stem allows %ou to dial up )o" 9 4ings and transmit an% of %our computer files. This is the most cost effective international communication.
•
)o" 9 4ings is the onl% Indian compan% to have a highl% sophisticated in1ound tourism management computer software. This software permits )o" 9 4ings to efficientl% process %our re:uirement from pre tour planning to during tour )o" 9 4ings& for e"ample& provide %ou with cost effective pre tour planning for %our ad;hoc groups and tailor made 2IT programmes& let %ou +now on a particular da% the movement of %our clients. Post completion of %our tour )o"
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9 4ings can provide %ou with -IS reports on how each one of %our tours fared in terms of hotel nights& domestic airline mileageDs etc. all in order to ma+e %our operation cost effective and error free. •
)o" 9 4ings is the onl% Indian compan% to offer %ou allocations with the Ta 5roup and other hotel chains. So ne"t time %ou are having a pro1lem with a confirmation at /am1agh Palace& 6aipur& #a+e Place& 8daipur& or the 2ort (guada *each /esort& 5oa during )hristmas or New 7ear& Ta -ahal& *om1a%& Ta -ahal& New 'elhi& ust call )o" 9 4ings.
•
)o" 9 4ings is the onl% Indian compan% which uses :ualit% surface transport. Our transport 1e it a car or a motor coach& has neat interiors& highl% trained drivers& with comprehensive insurance covers on unlimited lia1ilit%& all to ensure %our clients get the 1est and most comforta1le travel whether its an airport transfer or an e"cursion.
•
)o" 9 4ings is the onl% Cforward thin+ingD Indian compan%& for we 1elieve that in order that %ou +eep ahead in %our 1usiness from %our competitors& we will provide %ou at our cost& a team of CProduct 'evelopmentD professionals& who will on an on going 1asis ensure that %our CproductD is wa% 1e%ond %our competitors. New innovative tours& uni:ue selling propositions& and updated product information. )o" 9 4ings will provide %ou with vital information no matter how insignificant it ma% seem to 1e such as the closing down of a hotels swimming pool for maintenance.
•
Si" In1ound Tourism locations in +e% areas such as New 'elhi& *om1a%& -adras& *angalore& 6aipur and 5oa. Supplemented 1% over F? associated offices all over India. So wherever %our clients are in India& there will alwa%s 1e a professionals friendl% )o" 9 4ings personnel to loo+ after them.
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COMPENSATION
Salaries are paid to all emplo%ees on a monthl% 1asis and transferred into the emplo%eesD 1an+ account on or 1% B th da% of ne"t month. (rrangement is made 1% the compan% to open 1an+ account for all the emplo%ees with a specified 1an+& where the compan% transfers the salaries. On receiving the pa% slip an emplo%ee should chec+ to ensure that the amount paid is correct. (n% discrepancies are to 1e reported to the personnel department. Co-p")%'o #or /" "$"!u'") '!ud")8
*asic H/( '( )onve%ance X Total Where H/( X House rent (llowance '( X aria1le 'earness (llowance Co-p")%'o #or -%%("r) H"%d o# /" d"p%r-" '!ud")8
*asic H/( )onve%ance $against reim1ursement, X Total While fi"ing the pa% of an emplo%ee the management ta+es into consideration F points <, 8nion management >, -inimum wages A, )ompan%Ds profit F, -ar+et i.e.& pa% in the same industr% Increments in salaries will 1e given to emplo%ees once in a %ear $in (pril, as applica1le at the sole discretion of the management. The increment if an% are alwa%s su1ect to continued satisfactor% wor+& 1ehavior and attendance of the emplo%ee concerned. In )o" 9 4ings there is an incremental committee consisting of the personal manager& general manager& and the concerned head of the Cox & king
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department who ta+es the final decision for the increment. Increment depends upon the performance appraisal of the e"ecuting0managers.
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RETIREMENT AND RESIGNATION RETIREMENT PO,ICY8
(n emplo%ee shall retire at the age of 3 or earlier on medical grounds. The management ma% grant e"tension to an emplo%ee at its discretion. RESIGNATION FROM SERVICE8
(t an% time 1efore the e"pir% of the pro1ationar% period& the emplo%ees service ma% 1e terminated either 1% the compan% or 1% the emplo%ee without assigning an% reason or salar% in lieu there of however& either side on a months notice in writing or salar% ma% terminate the services of a permanent emplo%ee thereof. EXIT INTERVIE28
The emplo%ee leaving the o1 has to fill in the E"it interviewK form mentioning the reasons for leaving the o1. TERMINA, BENEFITS8 CONTRIBUTORY PROVIDENT FUND
*oth the emplo%er and the emplo%ee contri1ute Y of 1asic '( to the fund. )ompan%Ds contri1ution is paid to the emplo%ee onl% after the completion of 3 %ears service& if he0she decides to leave the services of the compan%. GRATUITY8
(n emplo%ee is paid gratuit% emoluments which is inclusive of *asic pa% '( at the time of retirement of each completed %ear of continuous service& su1ect to ceiling limit of /s. >3????. (n emplo%ee will however 1e eligi1le for gratuit% onl% on completion of five %ears of service e"cept in case of death or retirement.
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,EAVE RU,ES
Each permanent emplo%ee who has completed one full %ear of continuous service is entitled to >> da%s privilege leave. Privilege leave can 1e accumulated up to a ma"imum of @@ da%s. Privilege leave can 1e availed onl% twice in an% calendar %ear. (n% holida%s occurring during the leave period is treated as part of that earned leave. (pplication for privilege leave should 1e su1mitted to the department head atleast tow wee+s prior to going on such leave. CASUA, ,EAVE8
)asual leave of <> da%s is given in ever% calendar. )asual leave is untended for urgent 1usiness or unforeseen circumstances. Normall% all re:uests for casual leaves are applied for in advance. SICKNESS ,EAVES8
Sic+ness leave of <> da%s for ever% calendar %ear is encasha1le for onl% those emplo%ees not covered under ESI act. MATERNITY ,EAVES8
2emale emplo%ees are given =? da%s leave as per maternit% 1enefit act.
THE HRD PO,ICIES •
We visualize creation of cohesive wor+ groups and will foster and reinforce our team identit%.
•
We see+ to achieve organizational growth and development through our people.
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•
We will ma"imize opportunities for the self development and career growth of our people.
•
We are committed to ena1ling people to achieve their pea+ potential.
•
We are alwa%s read% to assist our people in overcoming wea+nesses and ma"imizing their strengths.
•
We 1elieve that ever% one of our people alwa%s wants to give his 1est and we will provide the means to ena1le him to do so.
•
We will facilitate participation of and contri1ution 1% each individual.
•
We will define roles clearl%& empower people to ta+e decisions and calculated ris+s.
•
)reation and sustenance of an informal wor+ environment will help people to do there 1est and re;effective.
•
We will alwa%s loo+ up to our people for achieving our targets and surpassing them.
THE HRD RO,E CONTRIBUTING TO ORGANI:ATIONA, EFFECTIVENESS
THE MISSION STATEMENT8TO P,AY IN ACTIVE RO,E IN4 AND CONTRIBUTE
EFFECTIVE,Y
TO
THE
ACHIEVEMENT
OR
ORGANI:ATIONA, OBJECTIVES. THE MISSION OBJECTIVES8 Cox & king
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•
)reating and sustaining and organizational design and culture& which as geared to motivate people and teams to put in their 1est.
•
)reating and sustaining a people friendl%& and result sensitive environment.
•
To facilitate individuals and teams in their efforts to optimize self and each others capa1ilities and function effectivel% as harmonious parts of the organization.
•
To foster co;ordination& co;operation among teams as well as individuals. To inculcate a sense of concern and commitment to organizational o1ectives.
•
To see+ fulfillment of the needs& aspirations& and o1ectives of individuals& teams and the organization.
•
'esigning and implementing personnel policies and s%stems that are simple& clear and effective in human resource management and development.
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THE HRD MISSION INSTRUMENTS FOR ACHIEVING HRD GOA,S A6+I7% #-8% I9 +)% A6)I%7%!%9+ -: ;-A8(
%::%6+I7%
"%#(-9A8
6'8+'#%
(<(+%!(
"%#(-9A8 "#A6+I6%(
+#AI9I9; = $%7%8-"!%9+
Sense of mission
6o1 design
-otivate
*ase training
/espect and trust
H/ planning
Team wor+
)ore training
E:ual treatment
/e:uirement
5roup thin+
Supplementar% training
Participative
Innovation
ualit% manpower
Performance
Open
Potential
communication
assessment
Emplo%ee relations
)areer
management Wor+ environment Succession
management /ecognition
6o1 enrichment
'iscipline
Self
planning ualit%
/eward s%stems
development Proactive
Industrial relation
High responsi1ilit%
Self actualization
Welfare activities
/ole clarit%
5rowth
leadership Positive attitude
opportunities
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alue driven
)ommunication
6o1 satisfaction
s%stem )oncern
9 H/ data 1ase
sensitivit% )ustomer oriented /esult oriented )ompetitive 'evelop commitment
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HUMAN RESOURCE MANAGEMENT PROCESS IN COX & KINGS MANPO2ER P,ANNING AND BUDGETING IN COX & KINGS PROCEDURE FO,,O2ED8
<, Ever% department in the compan%& 1efore the end of the %ear& reviews the ade:uac% or otherwise the availa1le manpower with reference to the tas+s and targets in :ualitative and :uantitative terms to the personal department. >, *ased on the re:uirements of additional manpower& plan for the financial %ear is prepared ointl% 1% the planning and personal department of the department for the division as a whole& giving specific details for each post other than casual post and ustification thereof. This manpower plan contains detail of e"penditure involved& which forms as part of the overall manpower 1udget of the division. A, (n annual 1udget is to 1e 1oard of directors. F, On approval 1% the 1oard& these manpower plans will contri1ute sanction for creation of posts including pasts of trainees and forms the general 1asis of recruitment during financial %ears.
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OBJECTIVES OF STUDY
The o1ective of the stud% can 1e classified as follows )riticall% e"amine the ade:uac% and completion of the facilities to encourage )ustomer to select )OL (N' 4IN5S
SCOPE OF STUDY
encountered 1% )OL (N' 4IN5S which is a 1usiness that deals solel% with •
different clients Scope of stud% is to showcase all the supports& challenges and opportunities
•
To stud% the wor+ing of each department of )OL (N' 4IN5S and to see the
pro1lem faced 1% them and finall% to throw light on areas of improvement Cox & king
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possi1le. ,IMITATION OF THE STUDY •
2eed1ac+s of the some clients were not up to the mar+.
•
'ue to the pea+ season customers were 1us% to give feed1ac+s for m%
uestions. •
The stud% captures onl% -ar+eting department. So it is difficult to
collect the data from all the department which is not possi1le in this short time duration.
S7o A%1)') o# Tour')- 'du)r1 ' Id'%
ST/EN5THS a. Indias geographical location& a culmination of deserts& forests& mountains& and 1eaches. 1. 'iversit% of culture i.e. a 1lend of various civilizations and their traditions. c. ( wealth of archeological sites and historical monuments.
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d. -anpower costs in the Indian hotel industr% are one of the lowest in the world. This provides 1etter margins for the industr%.
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2EAKNESS a. #ac+ of ade:uate infrastructure. The airlines in India& for
e"ample& are inefficient and do not provide 1asic facilities at airports. The road condition in India is ver% 1ad. 1. ( "enopho1ic attitude among certain sections of people. c. No proper mar+eting of Indias tourism a1road. 2oreigners still thin+ of India as a land of sna+e charmers. There are man% places where the image of India is one of povert%& superstition& and diseases. The case of Plague in Surat in <==F led to a decrease of A@G in arrival of foreign tourists in India. OPPORTUNITIES
a. -ore proactive role from the government of India in terms of framing policies. 1. (llowing entr% of more multinational companies into the countr% giving us a glo1al perspective. c. 5rowth of domestic tourism. The advantage here is that domestic tourism and international tourism can 1e segregated easil% owing to the difference in the period of holida%s. THREATS
a. Economic conditions and political turmoil in other countries affects tourism. 1. Political tur1ulence within India in 4ashmir and 5uarat has also reduced tourist traffic. c. (ggressive strategies adopted 1% other countries li+e (ustralia& Singapore in promoting tourism.
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Co$ & K'(@) Cu)o-"r) Po)''o'( & S"(-"%'o
8sers of Tourism Services The users of tourism services can 1e categorized in a num1er of wa%s. One such wa% of classif%ing the users is 1% dividing them into categories such as 5eneral& Se"& /egion& Education& etc. <. $eneral 'omestic& 2oreign 4ids& Teens& 7ouths& Seniors Students& E"ecutives& (rtists Politicians& -ovie stars >. Se3 -en& Women A. Re*ion /ural& 8r1an F. ,duation #iterate& Illiterate 3. Status /ich& Poor Cox & king
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@. 4rofession E"ecutives& (cademics& Sportsmen& (rtists B. Oupation White collar& *lue collar
(nother method of classif%ing users of tourism services is on the 1asis of the fre:uenc% of usage of services. <. )on-users The% lac+ the willingness& desire and a1ilit% $income 9 leisure time,. >. 4otential .sers The% have the willingness 1ut the mar+eting resources have not 1een used optimall% to influence their impulse. A. Atual .sers The% are alread% using the services generated 1% the tourist organizations F. Oasional .sers The% have not formed the ha1it of traveling 3. a!itual Travelers The% have formed a ha1it and avail of the services regularl%.
N""d For S"(-"%'o
)onsumer 1ehavior can 1e defined in ps%chological terms as the whole range of the generation of wants and their transformation into 1u%ing or using decisions. 8sers have values& perceptions& preferences and e"pectations which are the result of environmental influences. There are a num1er of factors that influence the 1ehavioral profile of consumers. Segmentation Cox & king
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Though there are a num1er of 1ases for segmentation of tourists& one of the most
)(TE5O/I ES
important is #ifest%le. Traveling decisions are fantasticall% influenced 1% changing lifest%les. The% are also affected 1% other factors such as level of income& availa1ilit% of
leisure
time&
etc.
*(SE
O2
SE5-ENT(TION Holida%
-ass mar+et Popular mar+et Individual mar+et
'emand
Primar% Secondar% Opportunit%
)lassification Of Services in In1ound Services ON THE *(SIS O2 THE EN' 8SE/ The end user for Tourism Services is alwa%s the 'O)S.",R& and therefore on the 1asis of the end user& Tourism Services fall under the categor% of C 'onsumers+ . However these consumers ma% var%& which is wh% Tourism Services also differ. SE/I)E P/O'8)T )ONTIN88Cox & king
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(s per the Product;Service )ontinuum& Tourism Services fall under the categor% of /$oods Servies1 The core product is the destination& which is purel%
intangi1le. However& tourism is lin+ed to a num1er of tangi1le goods such as souvenirs& cuisine& etc which constitute an important part of an% vacation or holida% an% consumer might ta+e. Therefore it cannot 1e classified as onl% services& and falls under the categor% of /$oods Servies1 PEOP#E *(SE' SE/I)ES Tourism Services are hi*h ontat services& as people interact with people at virtuall% EE/7 stage of the wa%. Tourism services are ver% people;oriented services& and the service people are plent% and have high contact with the consumers. The consumer interacts with a m%riad of service people starting from when he 1oo+s his tic+et and throughout the course of his holida%. ELPE/TISE Tourism Services are mostl% professional services. The service people include travel agents& tour operators& hoteliers& caterers& tour guides& etc. (lmost all of these people are trained and are professionals. The% might 1e trained 1% professional institutes $I(T(& IIT-& etc., or 1% the agenc%0compan% the% are wor+ing for $)OL 9 4IN5Ds,.
O/IENT(TION TOW(/'S P/O2IT
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(ll In1ound Services are ommerial & and are underta+en with a view to earn profits. -ar+et Presence of )o" 9 4ingDs )o" and 4ingsD registered office is situated in -um1ai& India with >33 points of presence covering <@F locations through a mi" of 1ranch sales offices& franchised sales shops& 5eneral Sales (gents $5S(s, and Preferred Sales (gents $PS(s,. )o" and 4ingsD have ?? accepts and processes visa applications from foreign nationals appl%ing for Indian visas in 5reece and Singapore. /ecentl%& the% got further approvals from the diplomatic mission of India in Hong Cox & king
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4ong. In >??=& )4I# ac:uired the East India Travel )ompan% in North (merica& one of the top three source mar+ets for the Indian su1continent 2urther& the% have presence in overseas mar+ets through a networ+ of 5S(s and PS(s covering other countries enhancing our glo1al presence.
R")"%r!/ M"/odoo(1
/esearch 'esign; )onceptual structure with research must 1e conducted. The preparation of such design facilitates research to 1e as efficient as possi1le and %ields ma"imum information. /esearch O1ectives; . <
To +now different customer retention& customer ac:uiring and customer
relationship 1uilding processes.
>
To +nown the satisfactor% level of the customers.
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A
To +now the influence of services provided 1% )OL (N' 4IN5S on itDs
1usiness.
F
To identif% factors& affecting customer satisfaction.
3
To suggest some techni:ues to improve customer satisfaction.
In this stud%& no anal%sis of data is made as the data availa1le are alread% anal%zed one and are present in the graphical manner in pu1lished reports. So
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no statistical tools are used in this stud%. *ut e"planator% research has 1een made where data are interpreted to get some findings. Sour!" o# D%%89
The tas+ of collecting data 1egins offer a research pro1lem has 1een defined and plan in chal+ed out. This stud% pertains to collection of data from primar% and secondar%. Pr'-%r1 D%%89
'ata are called for the first time for a specific purpose in mind using the :uestionnaire methods. uestionnaires through personal contact and telephone call. S"!od%r1 d%%8
This refers to information that has 1een collected earlier 1% someone else often including printed or pu1lished reports& news items and compan% invoices. It also includes internal documents li+e invoices& sales report& and pa%ment histor% of customers and dispatch record. Information /e:uired; <
The services provide 1% franchise store of )OL (N' 4IN5S $franchise
department,. >
2acilities provided to the )ustomer of )OL (N' 4IN5S.
A
Influence of positive referrals on the customer growth and sales made
through new customers added. F
(dvantage of implementation of Office 'es+ 'ata.
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/esearch Plan; 'ata source ; Primar% 9 Secondar% /esearch instruments ; Interviews )ontact method ; 'irect 0 person.0Telephone0e;mail
DATA ANA A,YSIS AND IN NTERPR RETATION
Ta1le <;'uration n of custom A3 mers <;@ month hs @;<> mon nths
F3
<>;< mo nths
<3
<;>F mo nths
3
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Ta1le
>;Influencing
2actors
for <3
)lients 92riends 2ollow ups
3
e;mails
)o" a and +ings we1s site
B?
Ta1le A;/easons for preferring B3 )o"
and
4ings
)ustomer
relation (ttractive pac+ages
Service
Pricing
3
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Ta1le F;'emand for service es =? (lwa%s Sometime es
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Ta1le 3;E"pectaations from @? the compan% Services Pricing
3
Pac+ages
<3
(ccommodations
3
E"cursion
<3
Ta1le
@;Satisfaction
level @?
Highl% Highl% satisfied
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Satisfied
A?
(verage
3
Not satisf fied
3
FINDINGS
<. @3G of the clients are using the services fre:uentl%. >3G of the clients are using the services ver% fre:uentl%. 3Gof the clients are using the services occasionall%. 3Gof the clients are using the services rarel%. >. A3G are clients since @ months. F3G are clients since <> months. <3G are clients since < months. 3G are clients since >F months. Cox & king
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A. <3G of the clients are influenced 1% 2riends. 3G of the clients are influenced 1% follow ups.
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3 G of the clients emphasizes on pricing of services. <3G of the clients emphasizes on accommodations. 3 G of the clients emphasizes on price of pac+ages. <3 G of the clients emphasizes on e"cursion. B. @?G of clients are highl% satisfied with the :ualit% of the services. A?G of clients are satisfied with the :ualit% of the services. 3G of clients are average with the :ualit% of the services provided. 3G are not satisfied with the :ualit% of the services provided. . <3G of clients are highl% satisfied with the price of the pac+ages provided. >?G of clients are satisfied with the price of the service provided. F3G of clients are average with the price of the services provided. >?G of clients are not satisfied with the price of the services provided. =. -aorit% of the clients has given satisfactor% rate over its competitors.
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SUGGESTIONS
<
Promotional strategies should 1e followed on mass 1asis
>
SWOT (N(#7SIS should 1e done on regular 1asis
A
Emplo%ees performance should 1e monitored
F
-ar+et research should 1e given priorities to overcome threats
3
/egular surve%s should 1e done in order to estimate customerDs satisfaction
level @
Proper wor+ing environment should 1e provided in order to provide ease to
emplo%ees as well as customers B
>FZB facilit% should 1e provided to welcome customer at an% instant time
( good communication channel should 1e maintained
=
/egular 2O##OW 8PS is re:uired to 1e carried on
5roup tours should 1e provided with proper assistance and guide throughout
the tour <<
/egular updates of the services and products should 1e communicated to
lo%al customers <>
Strong competitive strategies must 1e followed against the competitors
especiall% THO-(S )OO4K
/egular appraisal should 1e followed for the emplo%ees in order to get the
ma"imum output from them
Num1er of da%s and nights should 1e increased to optimize the level of
e"perience <3
2ranchisee department should emphasize on increasing more num1er of
stores for mass accessi1ilit% of customers
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<@
2ranchisee stores must 1e monitored and regulated on regular 1asis for
providing greater assistance and documentation.
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Co!u)'o
<
)OL 9 4IN5DS has a ver% good reputation in the industr%.
<
People are more aware a1out )o" and 4ings than Thomas )oo+& 48ONI&
SIT(& and
-(4E -7 T/IP.
<
In small cities there is more potential of tic+eting than pac+age tours.
<
There is less num1er of people who 1oo+ their tour tic+et through travel
agents.
<
-iddle class people should not 1e considered as a maor customer group
who are interested in pac+age tour. >
)OL 9 4IN5DS is one of the dominant in the industr%.
A
)OL 9 4IN5DS glo1al presence has also strengthened its position in India.
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Fuur" P%) O# Co$ & K'(@)
<
)OL 9 4ings is set to e"pand its foreign e"change 1usiness to more centres
in India >
)o" 9 4ings has come out with its pac+age for Europe and pac+ages for the
8S and 2ar East on mass 1asis. A
The Indian /ailwa%s )atering and Tourism )orporation $I/)T),& and )o"
and 4ings India #td.& $)4I#,& have signed a 6oint enture agreement to set up a compan% called the /o%ale Indian /ail Tours #td.& to manage and operate the first pan;India lu"ur% tourist train. F
Efforts are 1eing made so that online and offline 1usiness models would
complement each other in a ver% effective manner in future 3
E"pecting a huge and unprecedented ump in the outflow and inflow of
tourists in the countr%& the )o" and 4ings& has decided to e"pand its operations in India.
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BIB,IOGRAPHY
<
www.co"and+ings.co.in
>
www.wi+ipedia.co"and+ings.org
A
www.financiale"press.com www.digitalli1arar%.com
<
www.thehindu1usinessline.com
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UESTIONNAIRE
TIT#E )8STO-E/ S(TIS2()TION (N' THEI/ /ETENTION Personal 'etails Name; (ge; (ddress; )ontact no.;
8ESTIONS <, (re %ou lo%al customer of )o" and +ingsU <,<;@ months
>, @;<> months
A, <>;< months
F, <;>F
months more
>, If %ou are the regular client of )o" and 4ings then what was %our last pac+ageU [[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[ [
A, Who influenced %ou to avail services of )o" and 4ingsU <, 2riends follow;ups
>, e;mails )o"
A, 4ings
we1sites
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F, -an% tours and travels companies are there in then wh% %ou want to 1e a regular customer of )o" and 4ingsU <, )ustomer relation
>, attractive pac+ages
A,
services pricing
3, Is )o" and 4ings fulfilling %our demand according to %our needU <, (lwa%s
>, Sometimes
A, /arel%
@, What is %our e"pectation from the )o" and 4ings while using servicesU <, Services
>, pricing
A pac+ages
F, accommodations
3, E"cursion
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Others if an%[[[[[[[[[[[[[[[[[[[[[[[[[[[[
B, (re %ou satisfied with the ualit% of services providedU <, Highl% satisfied
>, Satisfied
A, (verage
F, Not satisfied
, (re %ou satisfied with the price of pac+agesU <, Highl% satisfied
>, Satisfied
A, (verage
F, Not
satisfied
=, Wh% %ou prefer )o" and 4ings over an% other tours and Travel )ompan%U <, ualit%
>, Price
A, services
F,
)ustomer treatment
>, er% good
A, Satisfactor%
F, Poor
<<, Would %ou li+e to continue availing services from )o" and 4ingsU <, 7es
>, No
<>, (re %ou satisfied with )o" and 4ings pac+ages and servicesU <, Highl% satisfied
>, Satisfied
A, (verage
F, Not satisfied Cox & king
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