BOLIVARIAN REPUBLIC OF VENEZUELA

MINISTRY OF PEOPLE'S POWER FOR UNIVERSITY EDUCATION, SCIENCE

AND TECHNOLOGY UNIVERSITY INSTITUTE OF TECHNOLOGY READIC
UNIR

TOURISM SCHOOL

MARACAIBO STATE ZULIA

FINAL REPORT

Professional internships carried out at the Light Travel CA Travel and

Tourism Agency

PRACTICING:

María Gabriela Morón Villarroel

CI: 25,334,879

Moronmaria21@gmail.com

TEACHER:

MSc. José Vicente Sánchez

Maracaibo, May 2019

 INDEX

1. Introduction
2. Chapter I: The Organization
3. Chapter II: Theoretical references
4. Chapter III: Activities and tasks carried out
5. Chapter IV: Learnings obtained
6. Bibliography
7. Annexes
 INTRODUCTION

This report was prepared to present in detail the activities and tasks in the
fulfillment of my Professional Practices, carried out at the Light Travel CA Travel
and Tourism Agency, where I applied my skills and abilities, along with the
knowledge that I obtained throughout of the Tourism career at the Readic Unir
University Institute of Technology and in the training program of said agency.

For professional training, it is essential to carry out Professional Practices, since

these will help you apply your academic studies, as mentioned before, to the field
of work that you want or wish to practice, in the same way it represents an
experience and a source of inspiration to face challenges, work as a team, develop
and demonstrate your skills. It will also help you apply the knowledge obtained
throughout your career to put yourself into practice and overcome any adversity
that may be encountered along the way.

On the other hand, carrying out professional internships is a useful and beneficial
experience to learn how work dynamics work, what is valued or not in the
profession and what can be contributed new to the sector, being also a good
means to develop professional skills. , the dos and don'ts and start learning about
work habits related to the area that will help you function efficiently and effectively
in the area of tourism sales and other fields related to said tourism career.

CHAPTER I
 THE ORGANIZATION

 Mission

They are a travel and tourism agency specialized in the sale and promotion of
tourist services at a regional, national and international level. They specialize in
personalized attention and satisfying their clients, making their trip or tour as
pleasant as possible. Their main drive is our country, which is why they focus on
first ensuring that clients know what we have and then take them to discover the
rest of the tourist wonders that the world offers us.

 Vision

Become a powerful agency at a national and international level. Provide first-class

service to its clients by satisfying their needs; That with them they can get all the
tourist services they may need for their trips, whether for business or pleasure.
Everything in one place, enforcing its slogan “To your safe destination.”

 Values

 Responsibility
 Trust
 Quality of customer service
 Commitment
 Honesty
 Solidarity

 Policies and regulations

The agency does not manage written policies or standards, however they let their
workers know some of the main operations.
To their workers:

- Only those who directly manage the reservation systems should take full
responsibility for errors that occur in the data entered therein.

- Overselling of already published rates is prohibited.

- The bank accounts allowed for payments of services are exclusively those
provided by the agency.

- Coordinators must provide sales reports to the administration department.

-All sales must be properly supported (voucher or payment media)

- Sellers must monitor any pending requests

- Sellers must confirm with their clients and the agency, on the same day, that the
service sold does not have any errors in the data.

 Organization chart

It does not have an organizational chart but according to the hierarchical triangle it
is made up and organized as follows:

- Address
- Management
- Administration
- Accounting
- Marketing
- Coordination
- Management and sales

 Organizational structure
The company is divided into 7 departments, where the highest hierarchy level is at
the top of the organization chart; represented by the Director of the company, and
followed by the Manager, who performs that function as manager while the director
is not in the city.

The administration and accounting department are in the same position since they
work together. Administration is in charge of keeping track of all payments that
enter the company and keeping a file of all this that is then provided to the
accounting area, which will be in charge of making tax payments and everything
related to the tax area.

On the other hand, the marketing department is in charge of designing all the
company's promotional strategies. Within this department there are designers,
marketing analysts and social media managers.

The coordination department is responsible for coordinating the work of the

different groups of sellers, who in turn are responsible for supplying all sales to the
administration department.

Finally we have the management and sales department; It contains all the
salespeople who are in charge of serving new and frequent customers.

 Department where the practices were carried out

The management and sales department was chosen to carry out the professional
practices. This is made up of a total of 4 office salespeople and 100 freelance
salespeople. This department is in charge of the coordinator.

CHAPTER II

THEORETICAL REFERENCES
 A) Travel Agency : It is a company or business that provides service to the
final consumer (traveler). You can sell travel packages and tourist
services separately, such as: sale of hotel nights, car rentals, tours or
excursions, restaurant reservations, sale of plane tickets and/or cruises.

Types of travel agency:

 Wholesalers: are those that organize, prepare and offer all kinds of
services and package trips for sale to retailers. Wholesalers cannot offer
them directly to the consumer, therefore it is the retailers who offer them.

 Retail: these market the wholesalers' product, selling it directly to the tourist
user. Likewise, they also plan, prepare, organize or sell all kinds of services
and package trips to tourists, and cannot offer or market their products
through other services.

Travel agency classification:

 Inplant agencies: These are small offices or units that travel agencies
install in companies of potential clients, in order to efficiently provide the
services they request.

 Franchise travel agencies: In this case, the franchisor grants the

franchised agency the right to operate the business following uniform
commercial techniques, and also provides it with the brand, the corporate
image, the Know How, the products. , worker training, marketing plan and
purchasing management.

 Virtual travel agencies: These were born due to the increasing use of the
Internet. Today, thousands of people around the world can quickly and
easily make reservations for their business trip or family vacation through
the Internet.
 B) Accommodation: Place of establishment that provides a space to
spend the night, and may also offer complementary services.

Accommodation types:

 Hotel: A hotel is the most common and broadest concept we find.

 Hostel: Nowadays, a hostel is related to budget travelers or backpackers,

they are often even called Backpacker Hostel or Hostels.

 Apart-Hotel: It is a type of hotel, oriented towards long stays, the rooms are
like apartments, since in addition to their own bathrooms, they have an
equipped kitchen to prepare your own meals.

 Boutique Hotel: It is a type of hotel with few rooms, which is generally

within the 5-star category.

 Resort: They are Great Complexes. Accommodation for tourist and

vacation trips with complete services for guests looking for relaxation and
plenty of entertainment.

C) Ticket: A ticket, fare, or electronic ticket is used to represent the

purchase of a seat on a passenger line (air, rail, or bus).

Types of fare for a ticket:

 Economy: It is the basic and cheapest class on regular airline planes.

 Executive class: When flexibility of dates, travel comfort and the ability to
make the most of your time are important, business class is the best
solution.
 First class: It is the best airplane class available, it guarantees better
service, exclusivity and privacy.

D) Rate in Hospitality : Final price at which a product or service is sold to

the public.

Types of rates in Hospitality:

 Discounted rate : When for some reason such as encouraging lodging,

groups of guests, agreements or special dates, a reduction is made to the
normal price of the rooms.
 Group rate : Also known as agreement rate. Price offered to companies or
individuals who constantly bring people (groups) to the hotel. This type of
rate is affordable for corporate companies.
 Net Rate : It is the one that includes taxes (VAT and ISH).
 Public rate: A stipulated price open to the public for hotel rooms.
 Rack Rate : Most expensive cost at which a room can be sold. It is
generally offered when the hotel has a lot of demand and few rooms.

E) Tourism: Refers to the actions carried out by visitors to a tourist

destination. It encompasses all economic activities that are dedicated to
satisfying tourist demand.

Types of tourism:
 Sun and beach tourism (traditional): It is the maximum expression of
mass tourism, since the beaches in the different tourist destinations are the
most visited by tourists.
 Meeting Tourism: It consists of the movement of travelers outside their
usual environment for lucrative purposes.
 LGB Tourism: Type of tourism aimed at the so-called “gay community”,
which includes bisexual and transgender people.
 Nature Tourism: Seeks to define a more demanding type of traveler,
whose main motivation is to be in contact with nature.
 Health tourism: Includes medical tourism and wellness tourism.
 Cultural tourism: Within cultural tourism, the best known are religious and
gastronomic tourism.

F) Activities : These are the tasks that must be carried out to achieve the
intermediate products of a project.

G) Training : Planned, systematic and organized process that seeks to

modify, improve and expand the knowledge, skills and attitudes of
personnel, as a consequence of their natural process of change, growth
and adaptation to new internal and external circumstances.

Types of training:
 Training for work: This is a process where the hired personnel are focused
on carrying out the functions of the company, that is, it is a learning that is
imparted to new personnel in order for them to know the work dynamics of
the company. , know the processes and the consequences that arise from
them.

 On-the-job training: It is a learning application complementary to job

training; it represents a teaching process through which the person adapts
to new job opportunities that may arise within the same company.

 Informal training: It corresponds to the activity that is carried out through

the teaching of certain rules of conduct or procedures within a social
conglomerate, or a certain group.

 Formal training: This corresponds to the activities that can be taught to a

person or a certain group of people, with the aim that they can acquire new
knowledge that they wish to apply for their benefit.

 Induction training: Learning that is given to the worker so that they can
work better in their role, although they can work better in all their work
dynamics, the goal is that the person can be promoted to another role and
perform with better effort.

H) Tourist Service Provider: Any natural or legal person who habitually

provides, mediates or contracts directly or indirectly with the tourist, the
provision of the services referred to in this law and who is registered in
the national tourism registry.

Types of tourist service providers:

 Travel agent
  Vehicle rentals for national and international tourism.
 Tourist service concessionaires in the park
 Automotive land transport company
 Accommodation and lodging establishment
 Gastronomy establishment and similar
 Tour guide
 Tourist representative office
 Professional operators of congresses, fairs and conventions.
 Theme parks.

CHAPTER III

ACTIVITIES AND TASKS PERFORMED

1st week:

 In the first week of my professional internship, I received training from the

Light Travel CA Travel and Tourism Agency on the management of work
tools, such as: advice to clients, market evaluation, promotion and all the
 knowledge reference about the company (who they are, what they do, their
services, their standards).

2nd week and 3rd week:

 Manage the GDS reservation management system, taking requests from

clients who required a quote to a desired destination, in addition to giving
them the necessary advice to help them find the best option for their benefit.
Do this through the Amadeus reservation system, which is an automated
system that allows you to quickly and easily access flight and
accommodation reservation controls.
 Develop travel packages with all-inclusive plans in the main areas of tourist
interest inside and outside the country. I carried out this with the help of my
most experienced coworkers on the subject.
 I also had the opportunity to carry out a market evaluation according to the
sites of greatest tourist interest, taking into account the most attractive costs
for the client.

4th week:

 Carry out the promotion and dissemination of the most attractive offers
chosen by the travel agency, these were published through different digital
media such as: WhatsApp, Instagram, Facebook and Twitter. Customer
requests were also met through these means.
 I had the opportunity to participate in planned activities such as tourist
events to develop the agency's public relations and promote it.
 We take a guided tour to the Black Donkey National Park to receive training
on oral management and development to demonstrate fidelity and
confidence in what you want to transmit.
 Likewise, I continued to carry out my work as a freelancer in the sales
management area.
 CHAPTER IV

LEARNINGS OBTAINED

During my professional internship at the Light Travel CA Travel and Tourism

agency, I had the joy of learning about how a travel agency is managed and
developed.

 The first week of training helped me manage the GDS sales and
reservation system, I learned about the types of documentation that clients
require in order to make their trip satisfactorily, I also obtained the
 knowledge to take requests from said clients and how to handle myself. by
advising them when they have any questions or problems regarding a trip
they wish to take or about any missing documentation.

 Likewise, carry out the promotion and dissemination of the company's most
attractive tourist packages, through different digital media such as
Whatsapp, Instagram, Facebook and Twitter, there by publishing
publications of the different ticket office promotions, accommodation
packages, travel insurance. life, car rental, cruises, etc. I also responded to
requests via WhatsApp, this helped me to be in constant interaction with
the client, constantly putting my skills and abilities into practice.

 The market evaluation that we continually carried out in the agency through
the different airline and hotel systems, to visualize the new rates and
promotions, gave me the learning to verify and compare the different
options that I could offer to passengers at their convenience, in addition to
creating packages such as the ticket + accommodation, which was highly
requested by our clients in the company. In addition to evaluating, as its
name suggests, the most accessible routes for the benefit of the client, both
for their comfort and pocket.

 In carrying out my professional internship at the Light Travel CA Travel and

Tourism agency , I highlighted what it means to work as a team and mutual
help, making the environment a comfortable and healthy environment to
learn freely and ask for advice when needed.

SKILLS AND ABILITIES

 During my professional internship at the travel agency, I developed my

vocabulary and how I should behave in front of a client, demonstrating
kindness, trust, wisdom and, above all, security in order to achieve a
successful sale.

 The presence we had at the different tourist events and the guiding in the
Burro Negro National Park helped me develop my confidence, vocabulary
and vocabulary to be able to address large groups of listeners.
 The creation of tourist packages, and market evaluations that we carried out
continuously, strengthened my ability to analyze, compare and develop
themes or packages for the different requests that I obtained every day from
my clients.

 Thanks to the different scenarios and cases that were presented in the
agency according to ticket offices, market options and tourist events, I
developed the ability to interact fluidly with the different entities of the
company and tourism professionals, thus absorbing the knowledge and
improving skills that will help me throughout my professional career.

BIBLIOGRAPHY

 http://ri.ufg.edu.sv/jspui/bitstream/11592/8148/8/659.28-G216d-GBA.pdf
 https://www.entornoturistico.com/cuales-son-los-tipos-de-turismo-que-existen/
 http://eduturismo.tripod.com/glosario.htm
 https://www.monografias.com/trabajos34/clasificacion-turismo/clasificacion-
turismo.shtml
 https://moodle2.unid.edu.mx/dts_cursos_mdl/lic/ET/FT/S04/FT04_Lectura.pdf
 http://turismogusus.blogspot.com/2015/04/clasificacion-de-turismo.html
ANNEXES