Introduction

The huge increase in the number of tourism companies in expansion and the subsequent creation of employment is becoming crucial for the development of this sector. Moreover, the large amount of travel agencies existing on the market, the institutionalisation of travel to such a point that it has become a primary need and the rise of the Internet as a tool for commercialisation make for fierce competition. The present day travel scenario means that our society requires more and more professionals specialized in travel consultancy so as to compete with existing supply (the Internet and the usual agencies). In order to be able to offer sound advice to their customers, professionals in the field should have a wide knowledge of the companies in the sector, destinations, the services and the needs of each customer.

This postgraduate is a initiative from the University School of Tourism and Hotel Management at the Universitat Autònoma de Barcelona which aims to train students as specialists in the management of products, services and tourist destinations and in travel consultancy techniques applied to the daily work of travel agents. The students will be provided with all that is necessary for their incorporation onto the labour market, with guaranteed success.

Aims

Acquisition of the following specific skills:

1- Familiarity with the computer tools used in travel agencies:
a. Reservation and issue of flight tickets: GDS, Amadeus.
b. Control and invoicing of the services offered to the customers: Management systems.
c. Search for special offers and new products.
2- Knowledge of the different types of tourist products existing in the market in order to be able to act as a consultant to external customers.
3- Study of tourism resources, tourism equipment and useful information about the destinations offered by the travel consultancy agencies, in order to know what is being supplied to the customer.
4- Analysis of the different customer service techniques in order to be able to provide a high quality service.

On completion of the syllabus students will be able to:

1- Make flight reservations, issue flight tickets, make cancellations, refunds and reissues.
2- Properly use the intranet of the travel consultancy agencies.
3- Be familiar with the management system.
4- Know about the different types of tourist products existing on the market.
5- Know and sell the most requested tourist destinations.
6- Know and apply the most suitable sales techniques depending on the kind of customer.
7- Deal with problems and complaints.

Potential Participants

Graduates and official diploma holders

Methodology

Classroom based sessions.

The main teaching language will be Spanish, but also 10% of the sessions and materials will be in English.

The course methodology will be made up of in-situ activities (lessons, exams, etc), readings of the literature provided for each module, readings of case studies to discuss in class, attendance at seminars and activities, extracurricular exercises and a compulsory work placement, at the offices of a travel agency in Catalonia.

Qualification

Postgraduate Degree in Travel Consultancy Management Techniques by the Universitat Autònoma de Barcelona.