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Travel Agency

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Chapter 1

Introduction

Hospitality Industry is dynamically growing in the recent years, not only in the number of tourist but also the number of it’s different fields. One of these is the expansion of Travel Agencies. Travel Agency is one of the service intensive industries and indispensible among the tourism business. But what is the specific role of travel agency in the hospitality industry and how does it affect the whole industry.

Travel Agency is defined as a retail business selling travel-related products and services to customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, sight-seeing tours and package holidays. When we say Travel Agency they are the one who can assist you in planning your trip or someone has to be responsible with all the preparations you will need. They are responsible for planning, reserving and preparing vacation holiday tours or only transportation and accommodation the travelers need to have. Of course, travel agencies sell product that are related to traveling they also give out great customer service to every client that they will have in order that you will understand the nature of the work. Similarly, you also must have seen people traveling from one place to another by buses, trains, cars, scooters, rickshaws, cycles, etc.

In the past years, the number of travel agency has increased in Malolos, Bulacan. However, there are also increasing number in disputes among the customers and travel agencies regarding service quality. Nowadays, most of travel agencies focus on several ways to increase their service quality in order to increase the level of satisfaction. It is recommended that in order to improve customer satisfaction, human resources professionals should listen to the customers before changing organizational practices.

When travel agencies are able to achieve or exceed the expectations of customer, they will be satisfied with the service. Therefore, globally competitive...