Tour Operations Management (TTO301)
Vietnamese title: Quản trị điều hành tour
Credits: 3
Prerequisites: TTM201

Description:
Objectives: This course cultivates a comprehensive skillset for students aspiring to thrive in the dynamic field of tour operations. Graduates will emerge proficient in crafting compelling itineraries, implementing effective marketing and sales strategies, and navigating the intricacies of financial management and risk mitigation. Furthermore, the course fosters the development of critical thinking and problem-solving abilities, alongside strong communication skills and a commitment to ethical conduct – all essential for a flourishing career in the ever-evolving tourism industry.

Description: This course provides a comprehensive introduction to tour operations and management. Students will gain a thorough understanding of the key concepts and practical skills involved in crafting, organizing, and executing successful tours for travelers.

Learning outcomes:
To articulate the core principles and evolving landscape of tour management within the tourism industry (combines concepts, roles, importance & trends).
Craft comprehensive tour itineraries through a strategic selection of destinations, transportation, accommodation, dining, and sightseeing experiences.
Employ effective sales techniques to captivate potential clients in tourism industry
Deliver exceptional customer service by adeptly handling feedback and resolving complaints with professionalism.
Master tour budgeting, cost management, and cash flow control to ensure financial viability.
Develop superior communication and problem-solving skills to navigate tour operations effectively.
Think critically and adapt by proposing creative solutions to unforeseen challenges and making decisive actions during tours.

Student tasks:
- Class attendance is strongly encouraged. Attend at least 80% of contact hours in order to be accepted to the final examination
- Actively participate in class activities
- Fulfill tasks given by the instructor after class
- Use laptop in class only for learning purposes
- Read the textbook in advance
- Access the course website (http://flm.fpt.edu.vn) for up-to-date information and material of the course, for online support from teachers and other students, and for practicing and assessment.

Tools:
Internet

Materials:
description: Tour operators and operations: development, management and responsibility
author: J. Holland, D. Leslie
publisher: Cabi
published_date: 2018
isbn: 978-1-78064-823-1

Assessments:
category: Class participation and preparation
type: on-going
weight: 10.0
duration: During all courses
question_type: CLO7
note: Participation grade will be given based on students' preparation, and quantity as well as quality of participation in classroom; quality of participation is demonstrated through asking relevant questions, making statements that add to and facilitate class discussion, and builds upon others’ comments. Class preparation and pre-reading before lecture will be assessed upon individuals' understanding and ability to answer questions in the class. Individuals will be called up randomly to be assessed.
category: Quiz
type: on-going
weight: 5.0
duration: 45 minutes in class
question_type: CLO1, CLO2, CLO3, CLO4, CLO6,CLO7
no_question: MCQs
knowledge_and_skill: 30 MCQs / 45 minutes
grading_guide: All knowledge which belong to every single block.
note: in class, by instructor
category: Tour Project Practical/ Report
type: on-going
weight: 35.0
duration: slot 55 -> slot 60
question_type: All CLOs
no_question: 1/Performance during the tour
2/Written report
knowledge_and_skill: 1/Evaluation sheet
2/Written report: limitation of 4000 words
grading_guide: Practical knowledge of real situation
Research, problem-solving, planning skills, financial analysis, marketing plan, human resources management, crisis management
note: 1/ Students are required to complete a practical project that they have self-designed (based on what student got from tour project presentation 1 & 2) as part of the practical assessment, which is based on the requirements of the lecturer.

All point components of the practical project will be evaluated by lectures of the faculty as well as industry specialists. Should students choose to go the practical way, the evaluation will be based on totally the activities of students in tour, which guided in the "evaluation of Tour practical form."

2/ If students do not want to have Tour project practical, they can choose "Tour project report" instead, the written report is the detailed project version.
- The written report should be typed and double-spaced with 11-point font, and can be submitted in soft copy. A deduction of 10% of the assignment mark will be applied for each day of late submission
- A 0 (zero) mark will be given to any form of plagiarism detected.
category: Tour Project Presentation (1)
type: on-going
weight: 10.0
duration: Slot 25, slot 26, slot 27
question_type: CLO2, CLO3, CLO4, CLO5, CLO6
no_question: Progress Presentation
knowledge_and_skill: 20 minutes presentation/group
grading_guide: Chapters covered in accordance to the lecture of the weeks
note: - Students must work in groups (5-6 students/ group) to figure out basic content for a practical tour that they will submit to their instructor.
- The student's presentation content in the first session must include several key elements such as:
1/ Students need to comprehend what type of tour they wish to construct (for example: sightseeing tour, green tourism, eco-tourism, etc.), students must also examine which market will be suitable for the tour (use market analysis models such as Pestel, micro environment, macro environment, etc)
2/ Students must submit general tour information (e.g, outbound or inbound, total trip cost, packages/combos/travel products included). Furthermore, in this part, students might include a sample brochure explaining their tour to boost its vividness and appeal.
- After groups have finished presenting, the lecturer should provide relevant comments so that student groups can benefit from their experiences and be prepared to go on to the next stages.
category: Tour Project Presentation (2)
type: on-going
weight: 20.0
duration: Slot 43, slot 44, slot 45
question_type: CLO2, CLO3, CLO4, CLO5, CLO6
no_question: Progress Presentation
knowledge_and_skill: 30 minutes presentation /group
grading_guide: Chapters covered in accordance to the lecture of the weeks
note: - In this section, after obtaining crucial feedback from the lecturer in Part 1, student groups continue to learn and deliver the remaining content of a full tour.
- Student groups must present valuable knowledge as well as an in-depth study of a variety of essential elements in a tour program, including:
1. General information (trip name, type of tour, destination, duration, number of guests, price)
2/ Tour itinerary (detailed daily schedule, accommodation, transport, tourist attractions, experiential activities, meals, tour guide)
3/ Tour cost estimate (travel, hotel, sightseeing, food, operational, and other charges)
4) Tour marketing and communication plan (marketing channels, target customers, pricing strategy, promotion plan)
5/ Risk assessment and solutions (unnoticed risks, treatment options)
category: Final Exam
type: Final exam
weight: 20.0
duration: 60'
question_type: All CLOs
no_question: MCQs
knowledge_and_skill: 50 MCQs
grading_guide: All Topics
note: Not allow to use any document/information in any form in exam room
Organized by Exam Board

Schedule:
session: -Course Overview
-Introduction to AI Integration in the course
-Overview of course assessment

CHAPTER 1: INTRODUCTION
1.1 The two key terms
1.2 Fundemental Conditions
1.3 Transportation
learning_outcomes: IT
materials: TTO301
session: CHAPTER 1: INTRODUCTION
1.4 The Rise of Air Travel
1.5 Ease of Access
1.6 The Developments and Expansion
learning_outcomes: T
materials: TTO301
session: CHAPTER 1: INTRODUCTION
1.7 International Tourist flows
1.8 Tourists Resorts come under scrutiny
1.9 A lack of attention to Tour Operators
learning_outcomes: T
session: CHAPTER 2: THE PACKAGE HOLIDAY AND THE RISE OF THE TOUR OPERATOR

2.1 The Early Developments
2.2 The Rise of the Package holiday
2.3 The convenience of Package holidays
2.4 Customer Protection
learning_outcomes: T
session: CHAPTER 2: THE PACKAGE HOLIDAY AND THE RISE OF THE TOUR OPERATOR

2.5 The global developments
2.6 Classification of Package Holidays
2.7 A competitive operating environment
2.8 Types of Tour Operator
learning_outcomes: T
session: CHAPTER 2: THE PACKAGE HOLIDAY AND THE RISE OF THE TOUR OPERATOR

2.9 Influence of Tour operators
2.10 Opportunities contunie to increase
2.11 Major players in New destination developments
2.12 The observe perspective
learning_outcomes: T
session: CHAPTER 3: THE OPERATING ENVIROMENT

3.1 External Operating Environment
3.2 Macro environment
3.3Pestel analysis
3.4 Micro environment
learning_outcomes: T
session: CHAPTER 3: THE OPERATING ENVIROMENT

3.5 Porter's Five Forces
3.6 Porter's Generic Strategies
3.7 Opportunities for growth
learning_outcomes: T
session: CHAPTER 3: THE OPERATING ENVIROMENT

3.8 Ansoff's Matrix
3.9 Chain of Distribution
3.10 Horizontal integration
3.11 Vertical integration

TOUR PROJECT ASSIGNMENT/PRATICAL GUIDELINE
learning_outcomes: T
session: QUIZ 1
learning_outcomes: U
session: QUIZ 1
learning_outcomes: U
session: QUIZ 1 - REVIEW
learning_outcomes: U
session: CHAPTER 4: PRODUCT DEVELOPMENT

4.1 Itinerary Devlopmet (Or review)
4.2 Planning a Packaged Holiday
learning_outcomes: IT
session: CHAPTER 4: PRODUCT DEVELOPMENT

4.3 Stages in Product Development
4.3.1 Review, research and planning
4.3.2 Second stage of research
4.3.3 Product planning
4.3.4 Contracting
learning_outcomes: T
session: CHAPTER 4: PRODUCT DEVELOPMENT

4.3 Stages in Product Development
4.3.5 Brochure production
4.3.6 Finalize sales and marketing plan
4.3.7 Operations and administrative staff training
4.3.8 Product launch and subsequent evaluation of sales
learning_outcomes: T
session: CHAPTER 5: SMALL AND MEDIUM-SIZED TOUR OPERATORS

5.1 Group Handling agents
5.2 Niche Tourism
learning_outcomes: IT
session: CHAPTER 5: SMALL AND MEDIUM-SIZED TOUR OPERATORS

5.3 Adventure Tourism Products
5.3.1 Operations
5.3.2 Accomodation
5.3.3 Transport
5.3.4 Adventure tour managers and guides
5.3.4 Itinerary
5.3.5 Costing
learning_outcomes: T
session: CHAPTER 5: SMALL AND MEDIUM-SIZED TOUR OPERATORS

5.4 Tailor-Made Itineraries
5.5 Coach Tours
learning_outcomes: T
session: CHAPTER 6: CUSTOMER SERVICE

6.1 Customer service and Satisfaction
6.2 Managing the Service encounter
6.3 Moments of Truth
6.4 Measuring Service Quality
learning_outcomes: IT
session: CHAPTER 6: CUSTOMER SERVICE

6.5 Qualitative Data Collection
6.6 Quantitative Methods of Data collection
6.7 Improving services quality
6.8 Customer Loyalty
learning_outcomes: T
session: CHAPTER 6: CUSTOMER SERVICE

6.9 Maintaining Loyalty
6.10 Customer Relationship Management
6.11 Service Recovery
6.12 Customer satisfaction and Profitability
learning_outcomes: T
session: CHAPTER 7: FINANCIAL PLANNING: PRICING THE PACKAGE

7.1 Operating and Operational costs
7.2 Load factor
7.3 Empty leg
7.4 Distribution costs
learning_outcomes: T
session: CHAPTER 7: FINANCIAL PLANNING: PRICING THE PACKAGE

7.5 Forecasting and Capacity Management
7.6 Bonds, Insurance and Membership Fees
7.7 Cash managemen and Cash Flow
7.8 Additional Sources of Income
learning_outcomes: T
session: CHAPTER 7: FINANCIAL PLANNING: PRICING THE PACKAGE

7.9 Currency Considerations
7.10 Pricing factors
7.11 Company Pricing Strategies
7.12 Pricing Tactics
learning_outcomes: T
session: Tour Project Presentation: Session 1
learning_outcomes: U
session: Tour Project Presentation: Session 1
learning_outcomes: U
session: Tour Project Presentation: Session 1 - Review and Feedback
learning_outcomes: U
session: CHAPTER 8: TOUR OPERATORS AND KEY TRAVEL REGULATIONS

8.1 The Scope of the Package Travel Regulations
8.2 Upon whom is Liability imposed
8.3 In whose favour is liability imposed
learning_outcomes: IT
session: CHAPTER 8: TOUR OPERATORS AND KEY TRAVEL REGULATIONS

8.4 Pre-departure changes
8.5 Post-departure changes
8.6 Liability under regulation
8.7 Damages
learning_outcomes: T
session: CHAPTER 8: TOUR OPERATORS AND KEY TRAVEL REGULATIONS

8.8 Protection against insolvency
8.9 Asia Pacific region and Legislation
8.9.1 Hong Kong
8.9.2 Singapore
8.9.3 Viet Nam
learning_outcomes: T
session: Chapter 9: DISTRIBUTION (PLACE)

9.1 Changes in Traditional Distribution
9.1.1 Global distrubtion systems
learning_outcomes: IT
session: Chapter 9: DISTRIBUTION (PLACE)

9.2 Distribution channels
9.2.1 Channel choice
9.2.2 Travel agents
9.2.3 Types of retail travel agent
9.2.4 Leisure travel agent
learning_outcomes: T
session: Chapter 9: DISTRIBUTION (PLACE)

9.3 Dynamic Packaging
9.4 Travel Agency Selection
9.4.1 Direct distribution
9.4.2 Call centres
9.4.3 Web-based distribution
9.5 Distribution resources
learning_outcomes: T
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.1 Essential characteristics of Tour operators and Products
10.2 Ease of Entry/ Exit
10.3 Marketing planning
learning_outcomes: IT
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.4 Situation analysis
10.5 Market Research
learning_outcomes: T
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.6 Competitor Analysis
10.7 Customer Analysis and Behavior
10.8 Preparation of the Marketing plan
learning_outcomes: T
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.9 Segmentation, targeting and Positioning
10.10 The promotional Mix
learning_outcomes: T
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.11 Advertising
10.12 Public relations
10.13 Sales promotion
learning_outcomes: T
session: CHAPTER 10: MARKETING IN TOUR OPERATION

10.14 Personal selling
10.15 Direct marketing
10.16 Digital media
learning_outcomes: T
session: CHAPTER 11: HUMAN RESOURCES AND MANAGING THE WORKFORCE

11.1 Strategic Human resource management
11.2 What is workforce planning?
learning_outcomes: IT
session: CHAPTER 11: HUMAN RESOURCES AND MANAGING THE WORKFORCE

11.3 Recruitment
11.4 Training and Development
learning_outcomes: T
session: CHAPTER 11: HUMAN RESOURCES AND MANAGING THE WORKFORCE

11.5 Managing Employee performance and Learning
11.6 Employee Reward/ Benefits
11.7 Career Opportunities
learning_outcomes: T
session: Tour Project Presentation: Session 2
learning_outcomes: U
session: Tour Project Presentation: Session 2
learning_outcomes: U
session: Tour Project Presentation: Session 2 - Review and Feedback
learning_outcomes: U
session: CHAPTER 12: CRISIS MANAGEMENT

12.1 Definition of Crisis
12.2 Internal Crisis
12.3 External Crisis
learning_outcomes: IT
session: CHAPTER 12: CRISIS MANAGEMENT

12.4 Scale of Crises
12.5 Risk assessment
learning_outcomes: T
session: CHAPTER 12: CRISIS MANAGEMENT

12.6 Crisis management plan
12.7 The reality of an Incident
learning_outcomes: T
session: CHAPTER 13: CHALLENGES AND ISSUES: A LOOK A HEAD

13.1 Where are we now?
13.1.1 Demographics
13.1.2 Tour Operations
13.1.3. Destinations
learning_outcomes: IT
session: CHAPTER 13: CHALLENGES AND ISSUES: A LOOK A HEAD

13.2 Competition
13.3 Turbulent times
13.4 Transportation
learning_outcomes: T
session: CHAPTER 13: CHALLENGES AND ISSUES: A LOOK A HEAD

13.5 ICT
13.6 Consumer concerns and Protection
13.7 Issues
learning_outcomes: T
session: QUIZ 2
learning_outcomes: U
session: QUIZ 2
learning_outcomes: U
session: QUIZ 2 - REVIEW
learning_outcomes: U
session: Tour Project Presentation/ Practical
learning_outcomes: TU
session: Tour Project Presentation/ Practical
learning_outcomes: TU
session: Tour Project Presentation/ Practical
learning_outcomes: TU
session: Tour Project Presentation/ Practical
learning_outcomes: TU
session: Tour Project Presentation/ Practical
learning_outcomes: TU
session: REVIEW ALL THE KNOWLEDGE TO PREPARE FOR THE FINAL EXAM
learning_outcomes: TU