JEEV SEWA SANSTHAN GROUP OF INSTITUTIONS FACULTY OF MANAGEMENT BHOPAL

PROJECT REPORT ON
A study of marketing strategies for various tour packages at Indus Holidays
For the Partial Fulfillment of the Requirement of Master of Business Administration (MBA) Full Time (2009-2011) Submitted By: Pragya gupta MBA III Semester College Name: Jeev Sewa Sansthan Group of Institutions for Women Faculty of Management Barkatullah University, Bhopal Session Year: 2009-2011

PROJECT REPORT ON

A study of marketing strategies for various tour packages at Indus Holidays

For the Partial Fulfillment of the Requirement of Master of Business Administration (MBA) Full Time (2009-2011) Submitted By: Pragya gupta MBA III Semester Under the guidance of: Ms Lekha Dhagat, Asst Professor College Name: Jeev Sewa Sansthan Group of Institutions for Women Faculty of Management Barkatullah University, Bhopal Session Year: 2009-2011
ACKNOWLEDGEMENT
Preservation, inspiration and motivation have always played a key role in the success of any venture. In the present world of competition and success, training is like a bridge between theoretical and practical working; willingly we prepared this particular Project. First of all I

would like to thank the supreme power, the almighty god, who is the one who has always guided me to work on the right path of our life.

I express my sincere thanks to Ms.LEKHA DHAGAT & others faculty members of M.B.A. department, for the valuable suggestion and making this project a real successful.

I also thank the other staff of INDUS HOLIDAYS TOURS AND TRAVELS who devoted their valuable time by helping me to complete my project.

Last but not least, my sincere thanks to my parents and friends who directly or indirectly helped me to bring this project into the final shape.

Pragya gupta

DATE:

DECLARATION

I hereby declare that the present work embodied in this dissertation titled A study of

marketing strategies for various tour packages at Indus Holidays was carried out by
me and is a genuine work and all the information collected by me is authentic to the best of my

knowledge under the supervision of Ms. Lekha Dhagat, JSSGIW. This work has not been submitted in part or full in another university for any degree or diploma.

Date:

Ms. LEKHA DHAGAT (Assistant Professor.)

PRAGYA GUPTA

Certificate

PREFACE

Summer Training is an integral part of MBA curriculum. A comprehensive practical study of management is a supplement to the theoretical classroom knowledge. It helps to understand the subject more precisely. A management student has to undergo a summer training of 6-8 weeks in a company.

To cover the above aspect, I underwent 2 months training at Indus holidays tours & travels

Pvt. Ltd. On the topic- A study of marketing strategies for various tour packages at Indus Holidays

The report tries to outline the idea of professional world and helps us in understanding the pragmatic aspect of management functions. The report is therefore designed as a reference of the organizational functioning rather than copying down the instruments.

The purpose of the summer training is to make management student more familiar with functioning of the business. The present report, including, detail about the organization, its marketing activities, Attrition & its causes, Retention tools, analysis of the study, findings and recommendations, is an effort in this direction.

It is hoped that this project will service as a supportive document to research workers as efforts has been tries to make this report an informative, stimulating and self explanatory.

CONTENTS Chapter-1
1. Introduction to the topic

2. Companys profile

Chapter-2
1. Research Design

Objective of the study Methodology Sampling method Sampling area Tools used Limitations of the study

Chapter-3
1. Data Collection 2. Data Representation. Tabular & Graphic. 3. Analysis And Interpretation

Chapter-4 Suggestions and conclusions Chapter-5 Bibliography and References

Introduction To Tourism Industry

The word tourism encompasses all activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes. These activities make demands for goods and services, and the establishments which provide such services are considered as part of the tourism industry. The tourism industry also includes establishments whose products are mainly sold to visitors, though they do not form a major share of tourist consumption. Travel agency is an essential part of tourism. The expansion of tourism is well inevitable bringing out development of the travel agency. Keeping in view the changing standards in the international tourism, the Indian industry is to make a number of improvements. The tourist arrivals in India are seasonal in nature, with the best season being from September to December followed by a steep fall till May. The period June to September gains momentum once the monsoons are over. The slack season is generally used for renovation work and the period is characterized by discounts to attract clients. India was late to wake up to the potential of tourism as an industry that is not just an earner of previous foreign exchange but also one that could generate a lot of employment through horizontal and vertical linkages. The importance and significance of tourism could be understood from the observation of UNESCO, which says, "Tourism is a traditional instrument, which enables culture to the rehabilitated and made know to the rest of the world". It is said it's a smokeless industry and has become second to the petroleum industry in world trade.

When traveling away from home, tourist comes in contact with the places they visit with their inhabitants and social exchange takes place. Their presence and social background affect the social structure and mode of life at the destination. Tourist has great educational significance. Contact between people of different races and nationalities widen ones outlook. Tourism, whether domestic or international has common economies significance in the sense that money earned in places visited large sums of transferred to the host economies where this money provided a source of income, a means of livelihood and amenities for the resident population. Purchasing power is generated in the receiving

areas through the expenditure of visitors. Money received is spent and resent and this multiplier process the host country is a beneficiary. International tourism is of great importance in international trade in the sense that it enters into the balance of payments of accounts of individual countries generating tourist traffic and export for countries receiving tourist traffic. For many countries is a major item in world trade. These countries exhibit faster growth in tourism than in trade of goods. Usually, a distention is drawn between domestic or internal and foreign of international tourism. In domestic tourism people travel outside their normal domicile to other areas within the country. Barriers like language, currency and documentation are not in the domestic tourism. But in India, since difference estates have different languages; ones own language may not serve a medium of communication. When people travel to a country other than which they normally live in is known as international tourism, the distinction between domestic and international tourism is now diminishing. The reasons being: Language Currency barriers and customs are unions reduced are by developing improving in many language European skills countries.

With globalization the free movement of people is growing.

Domestic tourism if considered separate from the travel for religious and commercial purpose. It is a post-independence phenomenon. Industrial growth, improvement in the standard of living, rise in disposable income and most importantly the improvement of tourist infrastructure search as hotels, air, train and road transport has contributed to the impressive growth in tourist traffic. The factors that govern the magnitude of domestic tourist traffic are the religious and cultural importance of a place.

DEVELOPMENT OF TOURISM INFRASTRUCTURE IN INDIA

The word tourism encompasses all activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes. These activities make demands for goods and services, and the establishments which provide such services are considered as part of the tourism industry. The tourism industry also includes establishments whose products are mainly sold to visitors, though they do not form a major share of tourist consumption. Several infrastructure sectors like power, telecommunication, water supply, roads and some production sectors like travel items, sports equipment; photographic materials, medicines and cosmetics are included in this category. The infrastructure for tourism thus includes basic infrastructure components like airports, railways, roads, waterways; amenities like electricity, water supply, drainage, sewerage, solid waste disposal systems and services and facilities like accommodation, restaurants, recreational facilities and shopping facilities. Planning for sustainable development of tourism, therefore, involves the integrated development of basic infrastructure and amenities along with all the tourism facilities in a balanced manner.

IMPORTANCE OF TRAVEL AND TOURISM INDUSTRY

The travel and tourism industry has become one of the worlds largest and fastest growing industries. By some estimates, it is already the largest; other determinations suggest that it will become the worlds largest early in the twenty-first century. Spurred by a convergence of social, economic, and technological developments, the travel business continues to quicken its pace worldwide. As a result, more people travel for leisure, and more people travel as a part of their employment than ever before. Today, travelers have a myriad of choices in terms of transportation, accommodation, activity, and destination. Because of this growth in demand for travel services, the travel industry offers exciting career opportunities. Many of these careers fall into the category of marketing and sales. With the travel industry growing ever more competitive, the role of marketing and sales becomes increasingly vital to every type of travel organization. Destination marketer, travel agent, public relations professional, marketing research director, and group sales representative are just a few of the marketing and sales positions available with travel and tourism organizations. Marketing and Selling the Travel Product introduces you to marketing and sales principles and procedures. Selling travel products is the goal of a

series of marketing steps designed to identify customers and to inform and persuade them of the benefits associated with experiencing travel products

Origin of different travel agencies. The British company Cox & Kings is sometimes said to be the oldest travel agency in the world, but this rests upon the services that the original bank, established in 1758, supplied to its wealthy clients. The modern travel agency first appeared in the second half of the 19th century. Thomas Cook, in addition to developing the package tour, established a chain of agencies in the last quarter of the 19th century, in association with the Midland Railway. They not only sold their own tours to the public, but in addition, represented other tour companies. Other British pioneer travel agencies were Dean & Dawson,the Polytechnic Touring Association and the Co-operative Wholesale Society. The oldest travel agency in North America is Brownell Travel; on July 4, 1887, Walter T. Brownell led ten travelers on a European tour, setting sail from New York on the SS Devonia. Travel agencies became more commonplace with the development of commercial aviation, starting in the 1920s. Originally, travel agencies largely catered to middle and upper class customers, but the postwar boom in mass-market package holidays resulted in travel agencies on the main streets of most British towns, catering to a working-class clientele, looking for a convenient way to book overseas beach holidays. As the name implies, a travel agency's main function is to act as an agent, that is to say, selling travel products and services on behalf of a supplier. Consequently, unlike other retail businesses, they do not keep a stock in hand. A package holiday or a ticket is not purchased from a supplier unless a customer requests that purchase. The holiday or ticket is supplied to them at a discount. The profit is therefore the difference between the advertised price which the customer pays and the discounted price at which it is supplied to the agent. This is known as the commission. A British travel agent would consider a 10-12% commission as a good arrangement. In Australia, all individuals or companies that sell tickets are required to be licensed as a travel agent.

In some countries, airlines have stopped giving commission to travel agencies. Therefore, travel agencies are now forced to charge a percentage premium or a standard flat fee, per sale. However, some companies still give them a set percentage for selling their product. Major tour companies can afford to do this, because if they were to sell a thousand trips at a cheaper rate, they still come out better than if they sell a hundred trips at a higher rate. This process benefits both parties. Other commercial operations are undertaken, especially by the larger chains. These can include the sale of in-house insurance, travel guide books and timetables, car rentals, and the services of an on-site Bureau de change, dealing in the most popular holiday currencies. The majority of travel agents have felt the need to protect themselves and their clients against the possibilities of commercial failure, either their own or a supplier's. They will advertise the fact that they are surety bonded, meaning in the case of a failure, the customers is guaranteed either an equivalent holiday to that which they have lost or if they prefer a refund. Many British and American agencies and tour operators are bonded with the International Air Transport Association (IATA),for those who issue air tickets, Air Travel Organisers' Licensing (ATOL) for those who order tickets in, the Association of British Travel Agents (ABTA) or the American Society of Travel Agents (ASTA), for those who sell package holidays on behalf of a tour company. A travel agent is supposed to offer impartial travel advice to the customer. However, this function almost disappeared with the mass-market package holiday and some agency chains seemed to develop a 'holiday supermarket' concept, in which customers choose their holiday from brochures on racks and then book it from a counter. Again, a variety of social and economic changes have now contrived to bring this aspect to the fore once more, particularly with the advent of multiple, no-frills, low-cost airlines.Most travel agencies operate on a commission-basis, meaning that the compensation from the airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and tour operators, etc., is expected in form of a commission from their bookings. Most often, the commission consists of a set percentage of the sale.In the United States, most airlines pay no commission at all to travel agencies. In this case, an agency usually adds a service fee to the net price. There are three different types of agencies in the UK: Multiples, Miniples and Independent Agencies. The former comprises a number of national chains, often owned by international conglomerates, like

Thomson Holidays, now a subsidiary of TUI AG, the German multinational. It is now quite common for the large mass-market tour companies to purchase a controlling interest in a chain of travel agencies, in order to control the distribution of their product. (This is an example of vertical integration.) The smaller chains are often based in particular regions or districts. In the United States; there are four different types of agencies: Mega, Regional, Consortium and Independent Agencies. American Express and the American Automobile Association (AAA) are examples of mega travel agencies. Independent Agencies usually cater to a special or niche market, such as the needs of residents in an up market commuter town or suburb or a particular group interested in a similar activity, such as sporting events, like football, golf or tennis. There are two approaches of travel agencies. One is the traditional, multi-destination, out-bound travel agency, based in the originating location of the traveler and the other is the destination focused, in-bound travel agency, that is based in the destination and delivers an expertise on that location. At present, the former is usually a larger operator like Thomas Cook, while the latter is often a smaller, independent operator.

MARKETING STRATEGIES OF TOURISM INDUSTRY:

Marketing Strategies: As tourism is a highly competitive industry; the traveler has a wide range of choices and looks for good Product that have value for money. The lack of quality infrastructure, uncompetitive rates, indifferent or poor product quality, difficulty in getting access to information on travel and tourist destinations, untrained service providers have an enormously negative effect on the competitiveness of the tourism product. For all these it is necessary for tourism industry to formulate marketing strategies which should include the overall business objectives, an assessment of the market environment; a business/community profile market identification (segmentation), the marketing objectives for each segment; the best combination of the 4 Ps (product, price, place, promotion) for each segment; an implementation plan the marketing budget and a method for evaluation and change. Some of the strategies that tourism industry adopts are:

1. Conduct research specific to the tourism sector: Research should include quantitative information such as attendance, origin of respondents, spending patterns and demographics, as well as qualitative information such as visitor satisfaction, accessibility and programming desires. This result in assisting the development of presentations that can be made to non-tourism sectors. In addition, it results in Informed decision-making on operating, program and capital funding, infrastructure improvements and tourism initiatives to grow. 2. Product Differentiation: Services are sold both as final service product and as intermediate inputs. It is the major differentiating factor for the tourism Informational forums and educational workshops will help identify market-ready or near market-ready products. In the long term, it is necessary for the tourism industry to develop new product. This does not mean that tourist industry will have to abandon their current programs, but it will require them to continually improve their existing programs and introduces new programming or organizes new events to draw tourists. Decisions on what facilities, programs and services to provide should be based on the needs and desires of the target market(s). They should not be based on the preferences of the owner/manager or necessarily on what the competition is providing. Recognize that a tourism experience includes five elements: trip planning and anticipation; travel to the site/area; the experience at the site; travel back home; and recollection. 3. Distribution: Distribution is the key to the quality of service. Tourism had made great progress in the distribution of services. Strengthen distribution provide comprehensive services and the solution to the customers. 4 Pricing: When setting prices it is important to take into consideration all of the following: (1) Business and target market objectives; (2) The full cost of producing, delivering and promoting the product; (3) The willingness of the target market to pay for the service (4) Prices charged by competitors offering a similar product/service to the same target market(s); (5) The availability and prices of substitute products/services (for example, campgrounds, motels, and Bed and breakfast are all substitutes for lodging); (6) The possibility of stimulating high profit products/services (such as boats) by offering related services (such as maintenance) at or below cost. When establishing prices, tourism businesses should give attention to pricing strategies which may encourage off season and non-peak period sales, longer

stays, group business, and the sale of package plans (combination of room, meals, and recreational facilities).

4. Proper Communication: Communication internal and external must be far-reaching and speedy. Good communication is vital in tourism. Tourism can retain existing customers, attract new customer, increase brand awareness, built business, reduce their perceived risk and gain the trust of their customers through promotional campaigns. The marketers should promote by means of appropriate media (radio, television, print) aimed at specific markets. They need to develop and maintain websites specific to tourism. : The majority of tourists to India are visiting friends or relatives who live here. The local population has an important role to play in ensuring the events, facilities and attractions in the country that are promoted to these tourists. Currently, there is a perception amongst stakeholders that residents lack awareness or have negative perceptions of what is available in the country. One aspect of the tourism marketing campaign should be aimed at enhancing pride, appreciation and awareness of Indias cultural offerings, locally, in order to ensure residents participate in promoting Indian attributes to visitors.

6. Follow-ups and Feedbacks: Follow-up and feedback should be taken care in the tourism sector and with the growing competition; the customer satisfaction should be given utmost priority. After execution of service, the service providers (tourism industry) should attain the feedback of the service has rendered so that any improvement required in the future can be attended too.

7. Interaction between tourism and non-tourism business sectors: Currently, there is limited formal Interaction, understanding and appreciation among the tourism and non-tourism business sectors like Transportation (airlines, railways and roadways), hotels and restaurants. In addition, tourism industries are not aware of the funding, services and other resources available to them. Forums or educational/ Informational sessions are needed to assist in developing better understanding. 8. Develop new partnerships and packages for tourism: Increased understanding will generate appreciation and interest in collaborative activity that can benefit all parties involved. Partnerships should be encouraged between hoteliers, restaurants, retailers and cultural groups. New packages such

as museum tours coupled with meals at local establishments, theatre packages with Accommodations/ meals and a package of festival tickets are just some of the possibilities. Potential businesses should also carefully assess alternative locations for: (1) Distance and accessibility to target markets; (2) Location of competitors with respect to target markets; (3) Modes of travel serving the area; and (4) Other attractions and activities that might induce travel to the area 08. Quality Control: A quality control program which focuses on improving both the technical quality (the standards associated with what the customer receives) and the functional quality (the standards Associated with how the customer receives the service) should be carried on from time to time. Ways to prevent bad experiences include: (1) Providing directions and maps; (2) Providing estimates of travel time and distances from different market areas; (3) Recommending direct and scenic travel routes; (4) Identifying attractions and support facilities along different travel routes; and (5) Informing potential customers of alternative travel methods to the area such as airlines and railroads.

Marketing

strategies

of

Various

Travel

companies:

The definition of marketing is: the management processes responsibly for identifying, anticipating and satisfying customers requirements profitably source institute of marketing. Setting targets is a common approach but one that often fails for a number of reasons. Often the targets are not appropriate or where they are, once written, they are never utilized. Setting SMART targets can help with the former (but not with the latter) Therefore essentially SMART targets set out what's going to happen, who's going to do it, when it's going to be done by, and how achievement will be measured. Easy to say - much harder to do in practice and provide meaningful targets. Also it is vitally important to provide customers with the right product or service; this is noticeable when customers are purchasing a holiday. Since when you go into a travel agent you can see the different brochures they have on offer, this is because customers have different needs/ requirements, which need to be addressed. As a result when a customer is looking for a particular destination or resort then they need a brochure to be applied to this in terms of purchasing a holiday.

A travel agency is a retail business that sells travel related products and services to customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and package holidays that combine several products. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located.

Company Profile: INDUS HOLIDAYS & TOURS (I) Pvt. Ltd.

INDUS HOLIDAYS & TOURS (I) Pvt. Ltd. an ISO.company incorporated in 1997 by Mr. Ajay Singh Bhadauria to empower the Indian traveler with comprehensive choice of destination and aimed to offer range of best value products & services along with cutting edge technology & dedicated customer support. We provide information, pricing, availability, and booking facility for domestic and international air travel, railway reservation, hotel booking, holiday package, buses and leisure travel easier. We INDUS HOLIDAYS & TOURS (I) Pvt. Ltd. are central Indias premium travel company and we effectively do business in the cities of Bhopal, Indore, Jabalpur, Raipur, Agra and Nagpur.

With more than 10 year of experience under their belt the Indus has already marked their presence in several cities and is richening pan-Indian level in their endeavors. WE ARE INTO (services) Air ticket Religious tours

Group tours LTC/LFC tours Domestic and international tours packages Visa assistance Passport assistance Rail reservations Foreign exchange

INVESTOR BOARD MEMBER

An Indus holiday has a strong top run management a group of highly skilled professional. All the director are highly skilled, well experienced & hold expertise in different areas of real sector as well which is named as IBD group, Nalanda group which is located in central India. The management also consists of a dynamic and energetic team of professionals with strategic and innovative Ideas who handle various affairs of the company. With the mantra hard work and devotion, INDUS HOLIDAYS & TOURS achieved voluble identity in the market of travel and tourism industry in central India, Bhopal.

MR. AJAY SINGH BHADAURIA DIRECTOR

He is post graduate in Arts age 43 years, having practical experience of 10 years of construction management handled mega project since last 10 years at various locations of Gujarat, UP, MP strong administrative and business analytical strength.

Dr. SHARAD BHADAURIA

He is doctorate in physics of age 44 years .he deals in management of human resources and customer related , issues , planning of sales and collection and future financial planning for new project

Research and development

The Indus endeavored self sufficiency on working, technical skills, and consultancy. Indus has in house some of the best communication skill, best level of customer satisfaction and well planner in its consultancy division. With long-standing reputation for creating best customer satisfaction and couple with travel and tourism professional expertise in air and railway ticketing, international and domestic packages, visa assistance, passport assistance, car management services to various project in India. Indus does not hesitate to seek external expertise in specialized areas in the self development activities such as resorts and shopping malls. Indus proactively began to diversify its product offering , adding a variety of online and offline product and services .Indus also stayed ahead of the curve by continually evolving its technology to meet changing demands of the rapidly developing global travel market.

Business partners
With the greatest succession and a nurtured wealth of experience in travel and tourism industry our entire partner is receiving benefit through Indus. Association with biggest online travel brand in India Assistance from a team of technology and business experts dedicated to the needs of the travel industry. Best commission on domestic flights as well as hotels Single platform for all GDS and low cost carriers Instant invoicing of hotels and airline bookings Access to a user friendly online travel portal

Real time booking of 3000+ hotels across India Access to over 50000+hotels across the globe Online branch network management facility

Indus also offers a wide range of online booking to get the easiest way of travelling and the peace of mind. It has steadily explored its self well establishment across all over the world. Simultaneously it gets the best in the tourism sector. Indus has provided the diverse need and want of the customers to understand and provide customer services directly.

CORE VALUES OF INDUS HOLIDAYS TOURS AND TRAVELS:

Excellence: We must strive for excellence in whatever we do. Focus on continuous improvement in interactions with people, efficiency of processes, and the wellbeing of the organization.

Customer Centricity: We must maintain focus on our customers, both internal & external, by giving them priority. Strive to exceed their expectations in terms of the value and quality delivered.

Integrity: We must ensure consistency between our words and actions, always delivering what we commit. We can thereby maintain transparency, trust and accountability.

Accountability: We must feel responsible and accountable for the commitments we make and the quality of the results we deliver to all our stakeholders.

Innovation: We must continually apply intelligence, reason and technology to our work and environment. This will allow us to take informed risks and champion new ideas to improve our business as well as the community.

Teamwork: We must foster an environment wherein we can efficiently utilize the abilities of all team members to achieve goals. We should work on the premise that the whole is greater than the sum of the parts.

Fun@Work: We must create and maintain an atmosphere of fun while at work, making work a happy place we can all look forward to.

Empowerment: We must give fellow colleagues the opportunity and freedom to think and act in ways that will allow them to get the job done, and yet be consistent with the processes laid down.

Passion for Winning: We must have a "can do" attitude, not take "no" for an answer and believe that nothing is impossible. This will allow us to work relentlessly toward achieving our goals and honouring our commitments.

Respect for People: We must give everyone, with whom we interact, respect and consideration.

Vision OF INDUS HOLIDAYS:

Mission-To push the leading edge of hospitality and giving added value to our client's To be among top three hospitality and event management company.To create value for

customers/client's.Be ethical Trust and respect each other Work in team Collaborate, communicate and be accountable Each employee responsibility for contributing to the company success service.

Mission
We want you to feel confident about using Indus.com to plan and purchase your travel, so we are committed to protecting the information we collect. We are committed to ensuring full security of all information provided through and transactions conducted at, our site .toward ensuring this:We employ appropriate best-of-class technical security measures to protect your personal information. Information storage is on secure computer and information is encrypted where ever possible. When you transect on our site, you are assigned a user name and customer security codes and then use this codes to access your account. All messages between us travel in a secure messaging environment. We monitor and review transaction on an on-going basis, to identify potentially fraudulent situations and take immediate corrective steps to mitigate/limit any damage caused or likely to be caused from the same. We review our society arrangements continuously. Any personally identifiable information you submit while booking with Indus will only be disclosed to travel suppliers who are linked to your bookings. We will not disclose, sell, share or in any reveal your information to any other third party. We at Indus, abide by our companys core values in our every end your. It is these values that have taken us where we have been and will take us where we are going!

At Indus, we believe in line of our HR philosophy to unmold the values which are at the core of our business ethics, honesty, integrity, teamwork, objectivity, self respect and human dignity. We believe in fair & trustworthy relationships. The Indus is dedicated for providing healthy and contusive working environment and to the safety to its employees. The company shall be committed to prevent the wasteful use of natural resources and minimizing any hazardous impact on environment. All the employees of Indus shall ensure that their actions in the conduct of business are totally transparent except where the need of business security dictates otherwise. such transparency shall be brought through appropriate policies, systems and processes. All directors of Indus shall oversee the companys adherence to ethical and legal standards.

All employees and the directors of Indus shall undertake actions that could prevent the damage the system or reputation of the company. We strive for brilliance & excellence in whatever we do and fully oriented with customer interaction, efficiency process. We maintain a satisfaction level of customer though both internally and externally by giving them high priority and respect. And through interaction with customers we get innovative ideas through which we get improvement in our business. We work closely with many partners to make travel simple

ASSOCIATIONS OF VARIOUS AIRLINES WITH INDUS Kingfisher Red Kingfisher Red is Indias low cost carrier.

AIR INDIA Air Indias worldwide network covers 44 destinations by operating services with its own aircraft and through code-shred flight s.

JETLITE

Jetlite is a subsidiary of the jet airways group that hopes to be the carrier of choice for travelers seeking value for money.

Go air Go air airlines is a private domestic airline based in India.

INDIGO Indigo airline railways catering and tourism corporations.

IRCTC Indian Railways catering and Tourism Corporation.

JET AIRWAYS Jet airways operate over 300 flights daily to 43 cities across India and few international destinations.

Kingfisher airline Kingfisher airline offers full service at true value and promises an unparalleled experience to the Indian air traveler.

SPICE JET A leading no-frills airline from Delhi.

GROWTH PLAN

Being a well known product in the travel market of central India , Indus has done its indirect mode of promotional communication through media such as paper advertisement, TV channel, event, hoardings, brochures etc.

DIFFERENT TYPES OF SERVICES AT INDUS

The standards reflect the need to balance the commercial viability of tourism operations with culturally and environmentally appropriate practices to sustain the viability of the industry in the region. These services cover the tourism sector and following competencies:

TOUR OPERATIONS GUIDING ATTRACTIONS AND THEME PARKS TRAVEL SERVICES (RETAIL AND WHOLESALE) VISITOR INFORMATION SERVICES MEETING AND CONVENTIONS TOURISM PRODUCT DEVELOPMENT

The scope of the services from entry level to middle management and encompasses common sector skills in the areas of customer relations, tourism product development, sales and bookings, travel and tour operations and tourist attractions. There is also inclusion throughout of competencies that are not exclusive to the Tourism industry has common skills that could apply to many different workplaces. These include:

- Customer Service - Hygiene, Health, Safety and Security - General Administration - Financial Administration - Computer Technology - Technical and Maintenance Services - Merchandise Sales - Training - Management and Leadership.

Tour Package Development

Create and Implement Strategic Product Development Initiatives Deals with the skills and knowledge required to manage strategic product development within tourism enterprises. It is very closely linked to a range of other Units dealing with product development developing and implementing a business plan. It covers: a) Preparing product development plans that are cost effective, implementable and meet an identified market need b) Implementing product development plans in a timely manner to the appropriate audience c) Monitoring and evaluating product development to improve the service to customers and maintain profitability

Tour Packages at Indus

A research of packages for tourism products to meet the needs of particular markets or customers is done in various ways. It covers:

a) Sourcing appropriate products from a range of available resources that are within the capacity of the business to deliver b) Packaging products for customers that are attractive, cost-effective and meet an identified market c) Ability to source and package a range of different products to meet a specific market need d) Ability to develop and cost practical programs that meet both customer needs and organization business requirements.

SALES AND MARKETING OF TOUR PACKAGES AT INDUS

The skills and knowledge required to make effective presentations. This competency applies to a variety of people across all tourism sectors. It includes: a) Preparing for presentations to a variety of potential customers and co-workers on products, services and organizational initiatives b) Making presentations that inform and motivate participants.

To demonstrate competence, evidence of skills and knowledge in the following areas is required:

Presentation planning Public speaking techniques Knowledge of subject matter for presentation Ability to apply established techniques in the preparation of a presentation.

Planning and Implementing Sales Activities

To plan and implement sales activities in tourism closely reflects the role of a sales executive. It covers: a) Planning sales activities that meet organizational sales objectives and relate to all identified target audiences b) Preparing for sales calls including ensuring all sales materials, quotations and presentations are available and up-to-date c) Making sales calls in a timely manner to all identified customers

d) Reviewing and reporting on sales activities with appropriate detail and advice on potential improvements

Indus Employees Co-ordinate Marketing Activities

To co-ordinate a range of marketing and promotional activities in a tourism industries employees take care of following things-. a) Planning marketing and promotional activities that meet organizational goals and customer expectations. b) Coordinating participation in trade and consumer shows to address a target audience. c) Coordinating in house promotions to fully inform organization members of the sales approach and targets. d) Coordinating familiarizations to ensure all involved participants are sufficiently informed on products and services. e) Undertaking a general public relations role to positively promote the organization and its services. f) Developing special products to meet customer needs within cost structures and service capabilities. g) Reviewing and reporting on promotional activities appropriately and advising on potential improvements to the process wherever possible.

Production of Brochures and Marketing Materials

To coordinate the development of promotional brochures and other printed marketing materials. It covers: a) Planning the production of brochures and marketing materials that are effective for the identified audience and within promotional budgets. b) Producing information for inclusion in marketing materials that is comprehensive, pitched to the target audience and accurate in regard to the products and services promoted. c) Obtaining quotations for artwork and printing as appropriate for the required quality, timeframe and within budget.

d) Developing final copy for brochures and marketing materials with is accurate and appropriately cleared within the organization before agreement to produce. e) Coordinating the production of brochures and marketing materials to ensure they are available as required and of the quality and quantity needed.

Creation of Promotional Display/Stand

To create a promotional display/stand in a range of different tourism industries. This competency does not include all the skills of a display professional rather it reflects the more general display skills needed by a large range of tourism industry personnel. It covers: a) Making preparations for display/stand in a timely fashion and according to arranged schedules and costs. b) Setting up displays that positively promote the organisation and attract customers. c) Providing support the display to deal with all potential customer inquires and needs. d) Following up sales opportunities promptly and effectively.

They Construct and Ticket Domestic Airfares

This competency deals with the skills and knowledge required to correctly construct fares and issue documentation for domestic air travel. It covers: a) Interpreting domestic airfare information accurately from a variety of up-to-date sources. b) Constructing and costing domestic airfares and itineraries that are accurate and meet customer expectations and organizational financial requirements. c) Processing domestic air travel documentation that meets ticketing requirements and regulations for all potential carriers.

Implementation of Advanced Airfare Rules and Procedures

To apply advanced international airfare rules and procedures covers: a) Constructing mixed class fares according to carrier guidelines and regulatory and organisational requirements.

b) Constructing fares incorporating add ons as required and meeting operational guidelines. c) Applying minimum checks to ensure rules are correctly interpreted and applied in every case. d) Issuing international pre-paid ticket advices accurately and within appropriate timeframes. e) Applying indirect travel limitation rules accurately from correctly interpreted and up-to-date sources of information. f) Constructing round the world journeys that meet carrier rules and customer requirements in a cost effective manner regarding costs and schedules. g) Constructing fares for open jaw journeys that meet carrier rules and customer requirements.

Employees Have Good Communication on the Telephone

To effectively communicate on the phone is an essential skill for large numbers of people working in all sectors of the tourism industries. It covers: a) Responding to incoming telephone calls promptly and in a professional manner representing the organization b) Making telephone calls as required for business purposes and using appropriate client relations approaches

Tour Operations and Guiding of Indus holidays

They Conduct Pre-Departure Checks

To conduct pre-departure checks on tour equipment and supplies includes: a) Identifying tour requirements to ensure all necessary materials and equipment are available for the complete planned tour. b) Checking equipment and supplies to ensure they are in sound order and sufficient for the needs of the tour group c) Loading equipment and supplies carefully to avoid damage and ensure easy access when required d) Completing necessary documentation in order that tour participants can undertake all aspects of the tour and its activities legally and in safety

Operate Tours in a Remote Area

To operate any style and technique of tour in a remote area. It covers: a) Using bush craft/survival techniques that ensure the safety and maximizes the comfort of tour participants while still providing the required tour experience and planned activities b) Operating remote area communications equipment to maintain constant contact with the outside community should any assistance be required c) Handling first aid situations in a remote area to maintain the well being of all tour participants to the fullest extent possible.

Work as a Guide
To ensure effective performance as a guide has following factors: a) Working as a professional and knowledgeable guide in a range of locations and servicing a variety of participants b) Guiding tours according to legal, ethical and safety requirements to ensure all participants are guided to their satisfaction and according to the planned activity c) Developing guiding skills and knowledge to maintain necessary, up-to-date and interesting information for all potential participants in a variety of guiding conditions and locations

Lead Tour Groups

To undertake the group co-ordination role played by the guide covers: a) Coordinating group movements to meet all planned schedules and the requirements of individual tour groups and participants b) Encouraging group morale and goodwill to maximize participant satisfaction and promote a positive image of the organization and region c) Dealing with conflicts and difficulties in a conscientious, mediating and pleasant manner to ensure participants leave with a positive impression of the organization and region

CHAPTER 2

RESEARCH DESIGN Research Design

The design used in the project is Exploratory Research Design. It is the initial research conducted to clarify and define the nature of the study. It is the qualitative analysis of information collected through all possible sources. Therefore information collected is subjective in nature. The other design used for the study is descriptive under conclusive design. It is a quantitative design where the defined hypothesis is tested on the basis of primary data which is collected with the help of a structured tool called questionnaire. Therefore, the research work is descriptive in nature and is studied to provide the basic information required by the research objectives.

Objectives of the study

To impart knowledge and develop skills oriented to the nature and needs of the Tourism Industry for present and future needs. To develop the individual intellectually as well as materially to enable him to lead a fuller life by developing his/her capacity to learn and earn. To enhance the contribution, which individuals can make in the collective tourism, Endeavour, which is needed to enlarge the availability of, services which the nation, as a whole needs. To acquire/sharpen capabilities required performing various obligations in the Tourism Industry and the tasks and functions associated with their present or expected future roles. To develop an organizational culture in which superiors subordinate relationship, team work, and coordination among different sub-units are strong and contribute to the organizational wealth, dynamism, professional well-being, motivation and pride of the employees in Tourism Industry. To assess the growth in productivity of Tourism Industry in India.

To prescribe a package of recommendations meant for the government and the Tourism Industry both to make the industry more effective and viable.

Methodology Sampling method

Within any of the types of frame identified above, a variety of sampling methods can be employed, individually or in combination. Factors commonly influencing the choice between these designs include:

Nature and quality of the frame Availability of auxiliary information about units on the frame Accuracy requirements, and the need to measure accuracy Whether detailed analysis of the sample is expected

Purposive Sampling- Purposive Sampling means selecting the items of the sample in accordance with some purposive principle. Here the probability of the inclusion of some units of the universe in the sample is very high ,while the probability of the inclusion of the others very low. In this method ,some criterion of selection is first laid down and items are selected in accordance with it. SAMPLING PLAN

1. TYPE OF UNIVERSE: The type of universe selected in sample design is finite universe. 2. SAMPLING UNIT: Sampling unit in this research is limited up to INDUS HOLIDAYS. 3. SIZE OF SAMPLE: The optimum sample is fifty, which fulfils the requirements of efficiency, representativeness, reliability and flexibility. Sample Design The study was done with a sample size of 50 respondents.

Tools used: Questionnaire

Limitation of the study:1. 2. 3. 4. The respondents were limited and cannot be treated as whole population. Some of the person not respondent. Sample size is also limited. Some of the conclusion is based on assumption, estimate and informal interview.

CHAPTER 3 Data Collection

Data collection is a term used to describe a process of preparing and collecting data - for example as part of a process improvement or similar project. The purpose of data collection is to obtain information to keep on record, to make decisions about important issues, to pass information on to others. Primarily, data is collected to provide information regarding a specific topic DATA COLLECTION 1. Primary Data: Data collected for the purpose of this project is through: Observations Survey through Questionnaire

2. Secondary Data: Secondary data collected through: Websites Books Newspapers Magazines

Data representation:The research instrument or tool used for the preparation of this project is Questionnaire. A questionnaire consists of a list of questions printed in a definite order on a form to be asked from respondent. Analysis of Collected Data is done through the following processing operations: Editing Tabulation Classification

Questionnaire

1.Are customer satisfied by services of the company? A)YES B)NO C)NOT SURE D) UNKNOWN

D 11% S.D 40% A.D 27%

A 22%

INTERPRETATION: As illustrated in the above chart 40% of the customers are satisfied with the services where as 27% customers are not satisfied 22% customers are disagreed and 11% are not known the proper information about the indus.

2. What mode of transport generally customer prefer while going for a holiday? A) Airplane B) Car C) Train D) Other modes

others 10% airplane 30%

train 40% car 20%

INTERPRETATION:In this illustration customer generally prefers train services 40%,while 30%airplane services and 20% car facilities.

3. What type of tour packages generally customers prefer? A) Domestic B) International

international 34%

domestic 66%

Interpretation: according to this illustration customer generally prefers domestic tour packages like religious tour,family tours etc and also they go for international tour but only 34%.

4.How often organization website is updated? Daily Weekl y Bi-Weekly Monthly

Every six months or more

every 6 month 13%

daily 10%

weekly 19%

monthly 33% bi-weekly 25%

INTERPRETATION: The website of the organization is updated every month but sometimes it is updated due to short duration of time weekly or bi-weekly

5. Does the company keep customer profiles? A) YES B) NO

no 31%

yes 69%

INTERPRETATION: By this illustration we see that organization have 69% customer profiles travelling details for sometimes organization fails to collect all details but generally all travel agency have details for the customers.

6. Does company offer printed marketing material (brochures, pamphlets, visitor guides) to the customers? A)Brochures B)Pamphlets C)Visitors guide D)Tarrifs card

tarrifs card 17% brochures 34%

visitors guide 28%

pamphlets 21%

INTERPRETATION: By this illustration organization generally provides brochures to the customers for tours tariff cards, visitor guides, pamphlets are send by couriers to customer residential or official addresses.

7. How often organization participate in tourism-related events? Never or Rarely Sometimes Almost Always or Always Not sure

not sure 17%

never 12%

sometimes 34% almost 37%

8. Which of the following mediums does the company use for advertising and promotion? Television Radio News paper Magazines Direct Mail Internet

television 6%

internet 26%

radio 15%

newspaper 12% direct mail 23%

magazines 18%

INTERPRETATION: By the interpretation we see that company generally use the internet services for advertising and promotions employees also use direct mailing to the customer email address also company do their advertising with the help of newspaper and magazines.

9. Does company evaluate the advertising and promotion plans? a) Never or Rarely b) Sometimes c) Almost Always or Always d)) not sure

not sure 9%

never 15%

sometimes 23% always 53%

INTERPRETATION:By this illustration we see that company always evaluate the advertising and promotions plans.

10. Does company have a marketing plan? a) yes b)no c) not sure

not sure 14%

yes 52% no 34%

INTERPRETATION: according to illustration Yes company have a different marketing plans which attracts the customer and gives benefit to the company.

11. Are all employees aware of the strategies of the marketing plan? Yes No

no 34%

yes 66%

INTERPRETATION: Yes 66% of employees are aware of strategies in marketing plan how to attract customers and provide them best tour packages but new appointed staff in not fully aware of marketing strategies.

Findings.

Employees are satisfied with good pay as the key motivating factor for work efficiency. Employees are satisfied with salaries offering at INDUS HOLIDAYS. Majority of employees dont have other source of income. Majority of employees are placed by direct appointment at Indus holidays. Majority of employees are satisfied with employ condition prevailing at Indus holidays. Majority of employees are satisfied with promotion and transfer policy. Employees are satisfied with physical working conditions. Employees have a good chemistry between work groups i.e. between different classes of work designation.

SUGGESTIONS

Tourism is a human experience, a social experience, a geographical phenomenon, a resource value, and a business industry. It is a major social phenomenon of the modern society with enormous economic consequences. Its importance as an instrument for economic development and employment generation, particularly in remote and backward areas, has now been well recognized the world over. The industry today is globally recognized as a major economic contributor and employment generator. The investment flows into this field are constantly on the increase. The tourism industry faced with various challenges in the field of marketing, one of the crucial issues in this regard is the quality of manpower. The industry is vitally faced with the demand for qualified quality personnel. Today, marketing is considered as the way management comes to grasp the ill-defined and tough-to-solve marketing problems facing an organization. The role of marketing manager is very crucial in selecting and the right kind of people who can be an asset for the tourism sector. The training and development plans are aimed at developing talents to perform effectively in the present and future higher levels on more challenging work situations. The success of an organization depends on its ability to affect continuous improvement and provide quality products and services to its customer. This will require every personnel in the organization to possess the requisite knowledge, skill and attitude. For the purpose of determining training requirements, two levels of supervision could be identified. Each level of supervision should have a curriculum that addresses competencies required at that level. Work can be a significant source of satisfaction if opportunities are provided for the recognition and meeting of employees needs. Rewards for an employee including both monetary compensation and non-monetary recognition must met his basic needs and conform to the three parameters of external equity, internal equity and individual equity. Organizational culture is extremely important to create an environment of respect for each other build team spirit, provide enlightened leadership and capable supervision, and show that employees are wanted. The developing countries must first develop the marketing management in order to develop the Tourism institutional structure in which technological innovation can occur on a large scale. Economic development can succeed only when the environment as a whole is conducive to change and innovation at all levels and on all fronts especially in Tourism Industry. This will require educated masses, literate and national masses. The strategies supported to achieve the goal of human resources development in

Tourism Industry include more open government, more transparent and accountable public administration and development of energetic entrepreneurship in developing countries and further liberalization of markets and goods, capital, technology and tourism products. This would require joint action programmes. A new vision for global co-operation for the next century is needed. It has become imperative that Tourism Industry should concentrate on marketing system for grooming. Marketing manager in such a manner so as to flourish and achieve international competitiveness in tourism. The Tourism Industry faces with various challenges in the field of marketing one of the crucial issues in this regard is the quality of manpower. The industry is vitally faced with the demand for qualified quality personnel. The Government of India has shown some interest, though obviously not enough, in the promotion of Tourism Industry over the years, the Government has realized the importance of the skilled manpower in the field at different level to train and develop marketing.

CONCLUSION:
The discussion has moved forward from the issues of human rights for people with disabilities to recognize that they now represent a specific market segment for barrier-free tourism. Like all market segments, this one has its own set of needs, wants and desires. The overriding need is for good information, followed by its wanting good barrier-free access and its desire for an exhilarating stimulating experience just like all other travelers. This market has been emerging in various parts of the world for at least a decade now, but the tourism industry has not yet focused on this group as a market. Yet it has targeted Seniors Tourism. The link between Senior Tourism and Barrier-Free Tourism has been demonstrated. Due consideration should be made of the relationship between ageing and disability. Keroul and others have identified the existence of a Market of Millions of people who experience reduced functioning, and yet they could still and want to travel even more than they already are if the products, services, destinations were adequately adapted to their needs.

Bibliography
Following websites were used as reference to carry out this project report. www.yatra.com www.makemytrip.com www.google.com
www.ihttriponnet.com

Refrences:
In my project I have taken material from these books authors are PHILIP

KOTLER,S.CHAND,PETER F.DRUCKER.