SUMMARY
The following report is based on Summer Internship at Cox & Kings, Gurugram from 22 May 2017 to 21 July 2017.I got opportunity to work with Mr. Anup Gupta, a General Manager of Forex Operation . He assigned me various work area for of Forex department. The whole staff was very supportive and they were always ready to teach us as much they can. I got another opportunity by Mr. Anup Gupta; he assigned me a very interesting field that marketing statistics of Forex Market. It was a great learning platform for me. I got a precious opportunity to work with Outbound B2B department at Cox & Kings, Gurugram, headed by Mr. Krishna Murthy . The whole staff was very supportive and they were always ready to teach us as much as they can inspite of the work pressure they were handling due to peak season. The first part of the report begins with a brief about tourism and current trends in tourism followed by the importance and objectives of internship. The second part of the report deals with different types of tourism like inbound tourism, outbound tourism, domestic tourism etc. As I had my internship in outbound department, this part also provides brief information about the trend of outbound tourism in India and also I was aware in outbound foreign exchange business, and also getting knowledge about income of foreign exchange in India and its benefit for our country. The third part of the report gives a detailed description of jobs and responsibilities handled by me during Summer Internship. The staff was very supportive and cooperative and helped me a lot to learn the corporate know how of travel industry. In this span of 2 months, I learnt various skills like sales, telecalling, Forex trading, emailing, providing travel insurance,Billing,Closing sales, use of intra-net for making Tour file. The last section of the report carries out the suggestions and recommendations based on observations during summer internship for the outbound B2B department and FOREX department of Cox & Kings, Gurugram.
CONTENTS
1. INTRODUCTION TO TOURISM
1.1What 1.1What is Tourism? 1.2EMPLOYEE 1.2EMPLOYEE in Tourism Industry 1.3Relevance 1.3Relevance of Summer Internship 1.4Objectives 1.4Objectives of report writing 1.5Types 1.5Types of tourism 1.6Current 1.6Current trends in Outbound tourism 2. COX & KINGS
2.1History 2.1History 2.2Product 2.2Product Line 2.3Organisation 2.3Organisation Structure 2.4Awards 2.4Awards & Accolades 2.5Outbound 2.5Outbound B2B department, Cox & Kings, Gurugram i. Organisation Structure ii. Product iii. Roles & Responsibilities - Employees - Intern 3. JOBS & RESPONSIBILITIES DURING SUMMER INTERNSHIP AT
COX & KINGS 4. SUGGESTIONS & RECOMMENDATIONS 5. BIBLIOGRAPHY
1. INTRODUCTION TO TOURISM & TOURISM INDUSTRY
1.1 WHAT IS TOURISM?
The Definition of Tourism varies source by source, person by person. There is no consensus concerning the definition of tourism. Nearly every each institution defines "Tourism" differently. differently. But when it comes to explain it with the basic terms, we can sum it up as follows; "Tourism is a collection of activities, services and industries which deliver a travel experience comprising transportation, accommodation, eating and drinking establishments, retail shops, entertainment businesses and other hospitality services provided for individuals or groups traveling away from home"
In order to prevent the disaccords to define "Tourism", UNWTO defined it as indicated below;
"Tourism comprises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes."
1.2 TYPES OF TOURISM
Tourism has different types depending upon various factors like money, age, time, preference etc. Some Some of the types depending depending on these factors factors are as follows: follows: 1. OUTBOUND TOURISM:
Outbound tourism comprises the activities of residents of a given country travelling to and staying in places outside their country of residence and outside their usual environment for not more than 12 consecutive months for leisure, business and other purpose. 2. INBOUND TOURISM:
When tourists visit a country other than their place of residence for not more than 12 consecutive months for leisure, business and other purpose, then for that other country, the incoming of these tourists is inbound tourism 3. DOMESTIC TOURISM:
When residents of a country visit their own country for tourism purpose 4. MICE TOURISM:
MICE tourism refers to a specialized niche of group tourism dedicated to planning, booking and facilitating conferences, co nferences, seminars, se minars, and other events. e vents. 5. ADVENTURE TRAVEL:
Adventure travel is a type of niche tourism, involving exploration or travel with a certain degree of risk (real or perceived), and which may require special skills and physical exertion
1.3 WHAT IS TOURISM INDUSTRY? Tourism Industry is The service industries which benefit from tourism include transportation services, such as airlines, cruise ships, and taxicabs; hospitality services, such as accommodations, including hotels and resorts; and entertainment venues, such as amusement parks, casinos, shopping malls, music venues, and theaters.
The tourism industry of India is economically important and grows rapidly. The World Travel & Tourism Council calculated that tourism generated INR6.4 trillion or 6.6% of the nation’s GDP in 2012. It supported 39.5 million jobs, 7.7% of its total employment. The sector is predicted to grow at an average annual rate of 7.9% from 2013 to 2023. This gives India the third rank among countries with the fastest growing tourism industries over the next decade. India has a large medical tourism sector which is expected to grow at an estimated rate of 30% annually to reach about 95 billion by 2015. This paper discusses how India is emerging as a popular tourist destination in the world, driven by the focus on innovation and creating value for tourists. It aimed change the attitude and behavior toward foreign tourists by stressing on the aspect that a guest has been held in high esteem in India since ancient times. It also examines the impact of India’s economic growth on tourism, Contributors to economic growth, Role of Tourism industry in India’s GDP, Foreign versus Domestic Tourists.
1.4 RECENT TRENDS
Despite the ever-increasing and unpredictable shocks from terrorist attacks and political instability, to health pandemics and natural disasters, Travel & Tourism continued to show its resilience in 2016, contributing direct GDP growth of 3.1% and supporting 6 million net additional jobs in the sector. In total, Travel & Tourism generated US$7.6 trillion (10.2% of global GDP) and 292 million jobs in 2016, equivalent to 1 in 10 jobs in the global economy. The sector accounted for 6.6% of total global exports and almost 30% of total global service exports. For the sixth successive year, growth in Travel & Tourism outpaced that of the global economy (2.5%). Additionally in 2016, direct Travel & Tourism GDP growth not only outperformed the economy-wide growth recorded in 116 of the 185 countries covered by the annual economic impact research (including in major Travel & Tourism economies such as Australia, Canada, China, India, Mexico and South Africa), but it also was stronger than the growth recorded in the financial and business services, manufacturing, public services, retail and distribution, and transport sectors.
1.5 EMPLOYMENT OF TOURISM INDUSTRY
Throughout the world, tourism brings money to cities and countries. Tourism also provides jobs for the local residents, further benefiting the destination. India has realized the profits available from this sector. Thanks to its growing economy and promoting itsel f as a culturally rich and diverse nation, India’s tourism industry now brings billions of dollars into the economy each year. The growth in the tourism industry is due to the rise in the arrival of more and more foreign tourists and the increase in the number of domestic tourists. The importance of human resource in the tourism industry cannot be denied. The tourism industry is a people business which is customer-driven and experience-focused. experience-focused. As a matter effect, the human element plays a major part in the overall success of any organization especially in a service industry such as the tourism business. Many members of the workforce (tour leaders, guides, sales officers and receptionists) are in direct contact with the guests and are seen as been involved in achieving the objectives of the hotel. The quality of service offered is dependent not only upon the skills but also upon the attitudes of the staff. The latter are part of the finished product for which the customer is paying. Customer satisfaction is likely to be affected as much by the tour package provided, accommodation or other facilities during the whole tour as by the courtesy, helpfulness and personal qualities of the staff. Therefore both the skills and the attitudes of the workers are essential if the demands of the customer are to be met satisfactorily. This places particular importance on human resource management in tourism industry.
1.4 WHY IMPORTANT INTERNSHIP?
How important is it really to do an internship before internship before applying for a job? Do you need to get the hands-on experience that is talked about when discussing the importance of internships or is it a matter of just landing the right job? Internships are a proven way to gain relevant knowledge, skills, and experience while establishing important connections in the field. Internships are also a way to get your feet wet and find out if a specific field is something you could see yourself doing full-time. full-time . Internships may be completed during fall or spring semester or full time over the course of the summer. Unpaid internships may internships may be easier to get but may also pose problems if making money is necessary, especially
during the summer. The problem is there are many who cannot afford to work for no pay, so they are forced into doing menial jobs such as wait staff or bartending to work their way through college. It may preclude some from doing an internship which may be a detriment when hoping to get a full-time job. Internships are a great way to learn the ropes so even if you find yourself filing or making coffee, as long as you‘re learning about the field take advantage of the opportunity and don’t take the experience lightly. Asking questions is one key to learning in an internship and keeping yourself flexible throughout the internship can open many doors.
1.5 OBJECTIVE OF INTERNSHIP
The internship provides practical exposure to the theories taught at educational institutions for a short period of o f time. Following are the objectives of o f internship: 1. 2. 3. 4. 5.
To build up required skills for the job To increase opportunities of getting good job Internship gives a great chance to transform intern into full-time employee To select suitable career path Internship is a great opportunity to connect with the professionals
1.6 OBJECTIVE OF REPORT
Reports communicate information which has been compiled as a result of research and analysis of data and of issues. So, the report helps us to fulfill the following objectives in written form: 1. To record the learnings from internship 2. To review the practical training received during the internship period 3. To help the teacher evaluate students’ performance in the organisation
1.6 CURRENT TRENDS IN OUTBOUND TOURISM
According to UNTWO, Indian outbound tourism has potential to grow to 50 million by 2020. According to the Ministry of Tourism and World Bank, 21.87 million Indians travelled overseas in 2016, 7.3% more than in the year 2015. According to statistics, Dubai, USA, Thailand, and Singapore are the top choices for Indian outbound tourists. The UK, Australia, Indonesia, Turkey, Oman, Sri Lanka and Maldives are the other conventionally most visited countries by Indian travellers. In recent times, countries such s uch as Canada, Philippines, Mauritius, Jordan, Taiwan and Kenya are also showcasing an increase in Indian tourists rush. The Philippines has witnessed a growth of 28% in Indian tourist arrivals during January-February, 2017, compared to the same period last year. As per the official data released by the Department of Tourism (DOT), Philippines, more than 19,000 Indians visited the Philippines in the first two months of 2017. An official from the Philippines Tourism Marketing Office India, stated, “Over the years, we have seen a steady growth in Indian tourists to the Philippines and are confident that this trend will continue. We are extremely delighted that the year 2017 is giving us a good start and our continued efforts in targeting the Indian holiday planners through aggressive marketing initiatives will yield even better results by the year end. We want to leverage on our tourism product offerings and attract the Indian traveller to soon achieve our target of 100,000 tourist arrivals to the Philippines.” A number of factors have contributed towards the growth of outbound Indian tourism and travel industry, the most prevalent being: an increase in GDP over 7 pc, growing air connectivity due to low-cost carriers (LCCs), an increase in the expanding urban middle class and growth of woman and senior travellers. An Indian tour operator commented, “Indians have developed a knack for travelling abroad. A few of my clients have come up to me and requested for specific foreign destinations after watching a certain Bollywood film or seeing a travel show. Then there are some who specifically ask for adventure foreign destinations. In short, Indians have now found several reasons to travel abroad as opposed to not travelling abroad. They now have proper access to information and resources to do so; hence they don’t bat an eye before travelling abroad.”
2. OVERVIEW OF COX & KINGS
2.1 HISTORY Cox was born in Yorkshire in Yorkshire in 1718. Richard Cox came into the service of the English General, Lord General, Lord Ligonier, as Ligonier, as a clerk in the early 1740s. His career took off when Lord Ligonier led the Flanders the Flanders campaigns of the War the War of the Austrian Succession. In Succession. In one letter sent back to London, Richard Cox makes a demand that “suitable winter provisions and housing should be made available for the three English companies” and he became entwined with logistics and the general welfare of the troops. Ligonier made Cox his private secretary in in the late 1740s, went on to become become the colonel of the First the First Foot Guards (Grenadier Guards) in 1757, and rewarded Cox with the post of 'military agent' after the incumbent died in May 1758. Thus was born Cox & Co. There were about a dozen main agents working for the army at the time and each regimental colonel chose one to serve their troops. These agents arranged the payment of officers and men, organized the provision of clothing, acted as intermediaries for the buying and selling of officers' commissions and acted on any special requests from the regimental adjutant. regimental adjutant. Duties ranged from the shipment of personal effects to the requisition of weapons or supplies. Cox had taken on the most prestigious infantry regiment, and the 63rd Regiment and the Royal the Royal Artillery soon followed. In 1765 Cox went into partnership with Henry Drummond, whose family ran the London bank. By the mid-1760s Cox & Drummond had blossomed to become agents for the Dragoons and eight more Infantry regiments. Success was built on the company ’s reputation for keen attention to the welfare of its regiments. In 1763, for instance, when Robert when Robert Clive stormed the fortress of Gheria Gheria in India, Cox successfully negotiated with the East the East India Company who had 'borrowed' stores from Cox's clients, the Royal Artillery. He arranged to receive repayment from the East India Company by way of plunder from Gheria. He had this converted into silver in India and shipped back to London where the funds were returned to the Royal Artillery. Back home, Cox's house on Albemarle Street (opposite the present day Ritz Hotel) was Hotel) was famous for its parties. In addition, he was a patron of the arts, being acquainted with David Garrick and other notable actors of the time, and was a founding financial investor in the rebuilding of the Theatre the Theatre Royal in Drury in Drury Lane. He Lane. He was also a generous benefactor to St George's Hospital on Hyde on Hyde Park Corner (now the Lanesborough Hotel). The records of the family estate at Quarley show that Cox spent over £3,000 per annum running it, much of it lavished on his wife.
By 1768, Cox & Drummond was flourishing with a turnover of £345,000 per annum. During the 1770s the company continued to grow, aided by war in the American Colonies and the threat of invasion from France. Cox repeated his good fortune with business partners, taking in MrMairupon Drummond’s death in 1772, followed by his own son Richard Bethnell Cox in 1779 and then Mr Greenwood in 1783. It was during this time that the company expanded its banking interests, offering loans and accounts to exclusive members of London's elite. Frederick, elite. Frederick, Duke of York, introduced York, introduced Cox's business partner Mr Greenwood. Greenwood. The company was thriving by the time of the outbreak of war with France in 1793, employing some 35 clerks. In 1795 they served 14 regiments of cavalry, 64 infantry regiments and 17 militia regiments, becoming the largest military agent for the army. Richard Cox died in August 1803, leaving his grandson Richard Henry Cox firmly established, with Mr. Greenwood as controlling partner. 19th Century Onwards
Cox & Co grew through the 18th and 19th centuries. Timely alliances with the great banking families such as the Hammersley and Greenwoods secured an established position in London, and by the end of the 19th century most regiments used Cox & Co as their agents. As the empire grew, Cox & Co met the demand for officers to be looked after. The company set up five branches in India between 1905 and 1911. At the start of World World War I, I, Cox & Co employed some 180 staff, of which one third joined the army. During the war some 250,000 men were on their books, 50,000 cheques ch eques were cleared a day and a special department was set up to deal with the influx of American soldiers in 1917. By the end of the war some 4,500 people worked for the firm. f irm. Cox & Co suffered a downturn in business as a result of the end of the war in 1918. 19 18. After the war, Cox & Co. expanded to Alexandria to Alexandria and Egypt and Egypt (1919 and 1920) and Rangoon and Rangoon (1921). In October 1922, Cox & Co bought Henry bought Henry S. King Bank, who Bank, who had a large network of branches in India. They also moved into new offices in Pall Mall. However, in 1923, still suffering from the 1918 downturn, Cox & Kings was forced to sell to Lloyds to Lloyds Bank. During the 1930s, Lloyds sold its Indian interests to Grindlays Bank, who Bank, who also took the travel and shipping agencies, which continued to flourish in India. Luxury train-based tourism in India and operating a luxury train to be called 'Maharajas' Express'. In the year 2009, the company acquired East India Travel Company Inc, a US based company. They incorporated a subsidiary company in UK, namely Quoprro Global Ltd. Also, they incorporated a step down overseas subsidiary company in Hong Kong. In January 27, 2009, the company became a public limited company and the name of the company was changed to Cox & Kings (India) Ltd. In December 2009, Cox & Kings
(Australia) Pty Ltd, a subsidiary company acquired 100% stake in My Planet Australia Pty Ltd & Bentours International Pty Ltd, Australia. From March 6, 2010, 'Maharajas' Express' train, operated by the joint venture company, Royale Indian Rail Tours Ltd, started its journey. The train has a total coach of 23 coaches with passenger capacity of 84. Founded in 1758, Over 250 Years of Celebration Cox & Kings, the world’s longest established travel company, has seen a remarkable journey since its inception by Richard Cox, Colonel of the First Foot Guards (Grenadier Guards), in May 1758 unfolding the unexplored treasures of the Indian Subcontinent. Cox & Kings is the oldest and longest established tours and travels company in the world. Established in 1758, the company has headquarter in Mumbai with a presence in over 13 countries worldwide. The services include destination management, domestic and international holiday packages, luxury travel, business and MICE, NRI and foreign exchange solutions, as well as insurance. From taking cautious steps in an unknown terrain to becoming the Subcontinent’s one stop travel solutions provider, it witnessed astonishing stories of enterprise and numerous solvent and creative associations.
2.2 ORGANISATION STRUCTURE OF COX & KINGS
COX & KINGS INDIA
OUTBOUND MICE
LEISURE TRAVEL
OUTBOUND
GROUP TOURS (Duniya Dekho)
FIT (Flexihol)
GETAWAY GODDESS
NRI
INBOUND
GROUP TOURS
DOMESTIC
GROUP TOURS (Bharat Deko)
FIT
FIT
MICE
MICE
GETAWAY GODDESS
BUSINESS TRAVEL
TRADE FAIR
VISA PROCESSIN G SERVICES
FOREX
2.3
SERVICES OF COX & KINGS
Incentive and Conference Solutions The Incentive Solutions Division of Cox & Kings provides cost effective travel incentive schemes for clients that recognize and reward exceptional effort of its employees, customers, suppliers or dealers.
Domestic Holidays Bharat Dekho Tour packages offer group holidays in India, with a carefully selected itinerary of essential sightseeing, buffet meals, tour managers and first class hotels.
Trade Fairs Cox & Kings Trade Fairs not only ensures confirmed accommodation and city center hotels during the fair period but also add-ons such as factory visits buyer-seller meets, city tours to technical assistance, all at the most attractive prices.
Destination Management Management
Cox & Kings operates a range of group and individual tours to destinations throughout the Indian subcontinent for clients from all over the world.This division also provides specialist services to foreign participants visiting India for international meetings, conferences, ad hoc incentives and exhibitions. It also caters for domestic conferences and corporate incentives & international cruise.
Outbound Tourism
DuniyaDekho are escorted group tours designed for like-mindedIndian like-mindedIndian passengers, with Indian meals and Indian Tour Managers. The itineraries are carefully planned coach tours with a mix of essential sightseeing and activities. Flexihol offers tailor-made international holidays and travel packages with a wide range of sightseeing tours and experiences to suit individual taste and budget.
Business Travel
Cox & Kings is one of the market leaders in business travel services in India, offering a full range of business travel services to over 200 corporate clients, including major multinational companies. C&K's strength in this business area is evident when one of the world's largest conglomerates in business travel, Radius the first truly global travel management partnership merged with Travel Trust International and Woodside Travel Management Corporation in 1992 selected Cox & Kings as their Indian Partner.
2.4 AWARDS AND REWARDS
Cox & Kings has been serving the world for the past 250 years and since its inception, the company is continuously adapting itself according to the customer’s needs. As a result, Cox & Kings has won great name and awards in the travel industry. Some of the prestigious awards are enlisted below:
The Hospitality India Travel Awards:
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Cox & Kings for the Best Domestic Tour Operator - 2015 Cox & Kings for the Best Outbound Tour Operator -2015
World Travel Awards 2015
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2015, 2016 & 2017 India’s Leading Travel Agency – 2015, 2013, 2015, 2016 & 2017 India’s Leading Tour Operator – 2013, Asia’s Leading Luxury Tour Operator - 2015, 2016 & 2017 2015 World’s Leading Luxury Operator – 2015
Cox & Kings Trade Fairs was recognised as Champions of ChinaPlas for 2015 - April 2015 Air China Top Agent Award to Cox & Kings ‘Game Changer of the Year’ award by India Travel Awards 2015 to UrrshilaKerkar, Executive Director.
The Pacific Asia Travel Association (PATA) Gold Award 2015 to Cox & Kings for ‘Grab Your Dream’ in Marketing . Adventure Travel Category - 2015 German Consulate recognised Cox & King’s committed support to South West Germany Tourism - 2016 ‘India’s Favourite Tour Operator’ by Conde Nast Traveller India Readers' Travel Awards: 2016 ‘Best Tour Operator’ by Travel + Leisure Awards: 2016 ‘Marketing Media - Social Media SM category’ by PATA Gold Awards: 2017
2.5 OUTBOUND B2B DEPARTMENT, COX & KINGS, GURUGRAM
I did Summer Internship at Cox and Kings from 23 May, 2017 to 21 July, 2017. During my internship, I got a chance to work in Outbound (B2B) Sales and Operations department of Cox and Kings, Gurugram headed by Mr. Krishna Murthy. Outbound B2B department of Cox & Kings, Gurugram manages all the franchises of Cox & Kings in Northern India region and along with that it also markets and sells its products to the local travel agents. The department is basically divided into two parts where sales team markets its products to travel agents and takes relevant queries from the local agencies while the operations team works on the queries assigned by the travel agencies and do the paperwork associated with the respective queries.
I.
ORGANISATION STRUCTURE OF OUTBOUND B2B DEPARTMENT, COX & KINGS, HEAD BRANCH (GURUGRAM)
Mr. Krishna Murthy ( OBT B2B Head, North India, COX & KINGS) Mr. Aninda Bhattacharjee
Mr. Randhir Kumar
Miss. Shweta Kashyap
Mr. Sanjeev Saini
Mr. Nitin Adya
Mr. Amit Singh
Mr. Anuj Mittal
ii.
PRODUCTS
The products offered by Cox & Kings B2B department are divided into 3 types as described below:
a. DUNIYA DEKHO
Duniya Dekho are escorted group tours designed for likeminded Indian passengers, with Indian meals and Indian Tour Managers. The itineraries are carefully planned coach tours with a mix of essential sightseeing and activities. The hotels used are normally first class hotels ranging in the 3 star to 4 star category. Optional excursions are also provided which can be chosen to enhance the holiday experience. The advantages of these tours are that they are value for money tours. The tours are quite fast paced and the Indian meal provided at Indian restaurants give the home like feeling to the holiday away from home. Moreover, the presence of Indian Tour Manager helps to engage with the foreign land more easily and effectively.
b. INSTANT HOLIDAYS
Instant Holidays have a motto of“Choose >> Pack >> Fly.” Featuring curated itineraries where there is a flexibility of taking optional tours with some amazing
attractions. From flights and hotels to meals and transfers, everything is taken care of in these tours. The availability of private and flexible tours makes it different from DUNIYA DEKHO. One more specialty of these tours is the inclusion of only breakfast which makes it easier to explore the local cuisine of the destination.
c. FLEXIHOL
Flexihol offers international tailor made holidays and personalized holiday packages with a wide range of sightseeing sightseeing tours and experiences experiences to suit individual taste and budget. Flexihol Holidays include Romantic Getaways, customized holiday packages to Europe, the Far East, Australia & New Zealand, Africa, tours to the Middle East, and custom holidays to America. Rail Europe holidays, tours to exotic islands, and instant holidays for short durations are also available.
d. TRAVEL SERVICES WITH COX & KINGS 1. FOREX
Cox & Kings is amongst the leading retail forex dealers in the country. We were one of the first travel companies to be granted the license as the Authorised Dealer - Category II under the new licensing regime.
Cox & Kings Students Forex Services offers a one-stop shop for complete foreign exchange solution to its student who wishes to study abroad. Cox & Kings has over 16 years of expertise in retail foreign exchange.
2. VISA
Visa allows business people to make a short business visit to the country they wish to visit for their official / Business purpose. Business activities may include a conference, negotiation or exploratory business visit. Short-term work is only permitted in strictly limited circumstances. Visa is available to all passport holders who want to visit any country for business purposes. Sponsorship may or may not be required; this this depends from country to country. country.
iii.
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ROLES & RESPONSIBILITIES Employees
The roles and responsibilities of employees of Outbound B2B department are as follows: 1. To market the products offered by Cox & Kings to registered travel agencies through tele-calling and emailing 2. To take queries from travel agencies related to the products offered 3. To provide required travel facilities at the earliest 4. To revert on pending queries within 24 hours 5. To take payment from clients on time 6. To complete the files of respective clients with relevant documents 7. To assist the travel agent if client needs some help during on tour 8. Follow up -
Intern
During my summer internship with outbound B2B department, I got a chance to understand the working style of Operations team under Mr. AnindaBhattacharjee and Miss Shweta Kashyap in the newly shifted Gurugram office of Cox & Kings. During the internship period of 8 weeks, I had following Roles & Responsibilities: 1. Understand the range of products offered by Cox & Kings
2. To market the new product launched by Cox & Kings through tele-calling and emailing 3. To create innovative fliers and captions for promoting the new products 4. To enter the new bookings in intra-net- the internal network of Cox & Kings 5. Filing of client’s bookings 6. Communicating with Accounts department for completing the billing process to handover handover the necessary documents documents to the passengers passengers
3. JOBS & RESPONSIBILITIES DURING SUMMER INTERNSHIP AT COX & KINGS
This section briefly describes the jobs performed in 8 weeks span of Summer Internship in outbound B2B department and Forex sales and operation of Cox & Kings.
FOREX 1. FIT FOREX SALES: Here I was trained about of selling Foreign Exchange to the FIT guest. Our worked assigned as this structure that we have to call the entire FIT customer who booked our FIT packages, and convinced them for taking Foreign exchange from ourselves. 2. GIT FOREX SALES: Here I was trained about of selling Foreign Exchange to the GIT guest. Our worked assigned as this structure that we have to call all the GIT customer custome r who booked our GIT packages, and convinced convinced them for taking Foreign exchange exchange from ourselves. 3. TRAVEL INSURANCE :
Here I was supervised under MR. Chandan Rawat (Forex Operation Franchise Head), I was learned lots of operation work about making Insurance. I was also worked under him for Internal Audit of Forex Department.
OBT B2B SALES
1. TELE CALLING The first task assigned to me and my other two colleagues from Kurukshetra University was to market the new product i.e. Monsoon offer launched by Cox & Kings on 24th May 2017. To do so, we were given a list of all the franchises under Cox and kings and travel agents from Northern India. Through tele-calling, we were asked to inform the details and benefits of the new product and also to ask for any query if possible. This task doesn’t only helped me to learn how tele-calling is done in corporate world but also gave me an inner confidence to handle such things in future. 2. E-MAILING
The company has database of around a thousand travel agencies consisting their name, address, telephone numbers and email id. So, to enhance the number of responses for the newly launched product. Emails consisting information regarding the products were also sent alongwith Tele-calling. 3. CREATION OF MARKETING FLYER The Head of OBT B2B, Cox and Kings, Gurugram,Mr.Krishna Murthy gave me an opportunity to create flyers to make the promotional emails more lucrative, informative and attractive. This activity helped me to learn a totally new thing and
to understand that while in trade, you need not only to stick to the traditional work but along with this this one also needs to be creative creative and open to to new things. Following are the flyers designed during summer internship:
4. USE OF INTRA- NET Intra-net is a type of network used by internal employees of a company. In Outbound B2B department of Cox and Kings, intranet is used to record all the travel agents and customer related data right from booking to recording the full amount paid by the customers and entering the database of travel agents who want to attain the franchise or just want to have a connection with this 250 years old travel agency.
The process of entering a booking in intranet is as follows: The first step is to Login the intranet with id and password then filter the Cox & Kings branch to Delhi and enter the name of local agent through which booking has been done. After this, the he ad customer’s details are filled along with the total number of pax. The next step is to choose the type of category as required by the customer. To complete the booking process, passport copies of all the travelers and pan card of the group head or individual is compulsory. After filing all these details, a PNR is generated which helps to add further details of the customer on this booking as required according to the rules and regulations.
5. FILING
During my training I arranged and managed the cliental file which is opened in the name of client. This file mentions everything regarding the tour of a tourist or a group of tourists. Usually, the cover page of file mentions departure date, name of lead PAX, no of adults and child, type of transport (air, water, road and rail), duration of tour, destination, total cost of tour, date of booking, the name of sales and operations operations executive for the the file etc. The documents included in a file are: PAN Card of lead PAX, Passport copies of each passenger, Cost Sheet, Booking Form and forex form.
4. SUGGESTIONS & RECOMMENDATIONS RECOMMENDATIONS
I.
There is a need of Liaison officer who can do the filing work so that operations team can focus more on pending queries and generate more sales
II.
There should be fixed lunch timing as sometimes it happens that employees have to skip lunch because of the excess work pressure
III.
There should be fixed working hours
IV.
Some incentives must be given to employees based on the performance to boost their motivation motivation level and employee employee satisfaction
5. BIBLIOGRAPHY
1. http://www.itbberlin.de/media http://www.itbberlin.de/media/itb/itb_dl_all /itb/itb_dl_all/itb_presse_all/W /itb_presse_all/World_Travel_Tr orld_Travel_Tr ends_Report_2016_2017.pdf 2. https://www.ukessays.com/essays/tourism/i https://www.ukessays.com/essays/tourism/importance-of-hr mportance-of-hrm-in-hospitali m-in-hospitalitytyindustry-tourism-essay.php 3. http://www.ssim.ac.in/importance-i http://www.ssim.ac.in/importance-internship-mba/ nternship-mba/ 4. https://www.tripsavvy.com/what-is-m https://www.tripsavvy.com/what-is-mice-in-the-travelice-in-the-travel-industry-325249 industry-3252496 6
5. https://www.wttc.org/-/media/files/reports/economic-impactresearch/countries-2017/india2017.pdf 6. https://mediaindia.eu/news-india-o https://mediaindia.eu/news-india-outbound/indian-ou utbound/indian-outbound-tourists-gr tbound-tourists-growowin-number/ 7. http://www.coxandkings.com http://www.coxandkings.com/about-us/index.shtm /about-us/index.shtmll 8. http://www.coxandkings.com/holidays/ 9. http://www.coxandkings.com/instantholidays/
