PROJECT REPORT ON SUMMER TRAINING AT CROCUS TRAVEL PVT. LTD.

SUBMITTED TO : DR RAMASH TAXAK Training & placement Co-ordinator, DTHM, KUK. SUBMITTED BY : PARDEEP KUMAR MTM(F) Sem - : 3rd Roll no. : 07

DEPARTMENT OF TOURISM AND HOTEL MANAGEMENT KURUKSHETRA UNIERSITY, KURUKSHETRA.

CERTIFICATE
This is to certify that Mr. Pardeep Kumar ( MTM- FINAL, ROLL NO 07) was assigned the summer internship project titled INBOUND TOUR ESCORT by CROCUS TRAVELS PVT. LTD., New Delhi . He has submitted the training report on partial fulfillment of MTM degree during the academic year 2011-12. To the best of my knowledge this project work is the genuine done by him And has neither been copied from anywhere nor submitted for the award of any degree or diploma course in any of the institution.

Dr. Ramash Taxak Training & placement coordinator, DOTHM, KUK

ACKNOWLEDGE
I take this opportunity to extend my cordial thanks to all the people who help and guide me to complete this report.

First of all I would like to thank Prof. S.S. Boora, Chairperson of the department, Tourism and Hotel Management (K.U.K) to provide the authority for on the jobtraining. I am also thankful to the teachers of my department especially Dr. R. H. Taxak (Coordinator of Training & Placement, DTHM, K.U.K.) who is performing a great role in allocation of our Industrial Training in different companies timely. I gratefully acknowledge Mr. Pragya Shankar Chandra, Director of Crocus Travel who provided me training in his company. I would also like to thank Mr. Jitender Rathore & Mr. Deepak Sharma under whose effective Leadership I have learnt a lot. My thanks are also to Mr. Uttam Shankar who supported and guided me during the whole period of training. I take this opportunity to extend my cordial thanks to all the people who help and guide me to complete this report. Last but not the least; I am deeply thankful to my parents who gave me financial and moral support.

DECLARATION

I Abhishek Sood student of IITTM, Gwalior here by declared that this project report Tourism Marketing: An evaluation of online and offline companies with special reference to Make My Trip is of my own work. It has been submitted fully to the IITTM, Gwalior for awarding project marks. I state that this is a bona fide work done by me in fulfillment of the course of study. I further state that I am alone responsible for the omission and commission, if any. As always, my friend and colleagues were their usual selves and helped me in making the training, entertaining, useful and complete success.

Date: 16/08/2012 Place: Gwalior

Abhishek Sood

TABLE OF CONTENTS: Introduction General Overview Online Travel Review Offline Travel Review Offline Marketing Basics Offline V/s Online Agency Channels Main Online Agencies Understanding Travel Agency cost and Ways to Optimize it Profitability and Productivity Analysis Trip Planning Behavior Use of Online Travel Review Evaluation on Online Review Evaluation on Offline Review Influence of Online Travel Review Case Study- Make My Trip Awards & Recognition Situation Analysis of Travel Market using 4C Framework Packages of Make My Trip 6 7 8 9 11 13 14 18 24 26 28 30 31 34 40 42 45

My Profile in MMT Conclusion

58 63

Introduction of Indian Tourism Industry: Tourism and Hospitality in India is the largest service industry contributing up to 6.23 per cent to National Gross Domestic product and providing 8.78 per cent of the total employment opportunity in india. Indias travel and tourism industry is one the most profitable industired in the country and also credited with the contributing a substantial amount of foreign exchange. India tourism offers a potpourri of different culture, traditions, festivals and places of interest. Tourism and Hospitality sectors direct contribution to the GDP in 2011 was estimated at US $ 32.7 billion. It registered a compound annual growth rate (CAGR) OF 13 Per cent during 2006 2011. Total contributions increased to US $ 76.7 billion in 2011 from US$ 56.3 billion in 2009. The total contribution comprises direct, indirect and induced contribution to GDP. Foreign Tourists Arrival (FTA) during the month of April 2012 was 452,000 as compared to FTAs of 438,000 during the month of April 2011 registering a growth of 3.3 percent. Foreign Exchange Earnings (FEEs) during the month of April 2012 were Rs. 6745 crore (US$ 1.2 billion) as compared to Rs. 5724 crore( US $ 1.02 billion) in April 2011. The growth rate in FEE in rupee terms in April 2012 over April 2011 was 17.8 per cent according to the data released by Mininstry of Tourism. In India medical tourism is sunrise sector valued at more than US$ 310 million currently, india receive more than 100,000 foreign patients a year. The number of medical tourist is anticipated to grow at a CAGR of 19 percent during the forecast period to reach 1.3 million by 2013. The Indian Hospitality Industry on the other hand, is projected to grow at a rate of 8.8 per cent during 2007-16, placing India as the second fastest growing tourism market in the world. According to Data released by the Department of industrial policy and promotion (DIPP) the hotel and tourism sector has attracted FDI worth Rs. 14,770.58 crore (US$ 2.64 Billion) between April 2000 and January 2012.

CASE STUDY ON MAKE MY TRIP Introduction: MakeMyTrip.com, Indias leading online travel company was founded in the year 2000 by Deep Kalra. Created to empower the Indian traveller with instant booking and comprehensive choices, the company began its journey in the US-India travel market. It aimed to offer a range of best-value products and services along with cutting-edge technology and dedicated roundthe-clock customer support. After consolidating its position in the market as a brand recognised for its reliability and transparency, Make My Trip followed its success in the US by launching its India operations in 2005. With the foresight to seize the opportunities in the domestic travel market, brought on by a slew of new airlines, Make My Trip offered travellers the convenience of online travel bookings at rock-bottom prices. Rapidly, Make My Trip became the preferred choice of millions of travellers who were delighted to be empowered by a few mouse clicks! Make My Trips rise has been lead by the vision and the spirit of each one of its employees, for whom no idea was too big and no problem too difficult. With untiring innovation and determination, Make My Trip proactively began to diversify its product offering, adding a variety of online and offline products and services. Make My Trip also stayed ahead of the curve by continually evolving its technology to meet the ever changing demands of the rapidly developing global travel market. Steadily establishing itself across India and the world, Make My Trip simultaneously nurtured the growth of its offline businesses like its franchises and affiliates simultaneously, augmenting the brands already strong retail presence further.

Today, Make My Trip is much more than just a travel portal or a famous pioneering brand -it is a one-stop-travel-shop that offers the broadest selection of travel products and services in India. Make My Trip is the undisputed online leader, with its share of the travel market extending to more than 50% of all online sales. Remaining reliable, efficient and at the forefront of technology, Make My Trips commitment and customer-centricity allows it to better understand and provide for its customers diverse needs and wants, and deliver consistently. With dedicated 24x7 customer support and offices in more than 20 cities across India and 3 international offices in U.S.A,Canada & Australia (in addition to several franchise locations), Make My Trip is there for you, whenever and wherever.

Make My Trips Products:

International and Domestic Air Tickets, Holiday Packages and Hotels Domestic Bus and Rail Tickets Private Car and Taxi Rentals MICE (Meetings, Incentives, Conferences & Exhibitions) B2B and Affiliate Services

Make My Trip Values: We, at Make My Trip, abide by our companys core values in our every endeavour. It is these values that have taken us where we have been and will take us where we are going!

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 honoring our commitments.

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

Management: A young company that has quickly become the leading travel service provider in India and the most trusted name in the industry, Make My Trip's spectacular success is in no small part due to the unblinking vision of its senior management team and the dedication of its employees. Make My Trip employs over 700 Trippers from the travel, tourism, hospitality and technology industries.

Deep Kalra Founder & Chief Executive Officer

Mohit Gupta Chief Marketing Officer

Rajnish Kapur Chief Innovation Officer

Mukesh Singh Senior Vice President - Technology Development

Rohit Hasteer Vice President - Human Resources

Anand Kandadai Senior Vice President - Outbound Tours

Keyur Joshi Co-Founder & Chief Operating Officer

Rajesh Magow Co-Founder & Chief Financial Officer

Amit Somani Chief Products Officer

Amit Saberwal Senior Vice President Retail and Business Development

Awards & Recognition: Make My Trip has garnered the trust of over two million satisfied customers as well as the respect and acclaim of the entire travel industry and business world.

Travel & Business:

Great Places To Work 2010 - 2nd Best Company to Work & 1 in Professional Services Super brand India 2009-10 Great Places To Work 2009 - #2 in Professional Services Best Travel Website CNBC Awaaz 2008-09 Most Visited Travel Website comScore 2005-09 Most Preferred Online Travel Agency Travel Biz Monitor Survey 2008 Number One Online Travel Agency JuxtConsult 2008 Gold and Silver Abby Award 2007-08 Among the Top Ten Websites visited by Indians comScore 2007 Nominated World Travel Awards WTA 2007 Among 100 IT Innovators NASSCOM 2007 Best Online Travel Company Galileo Express Travel World 2007 Emerging India Award ICICI Bank & CNBC TV18 2006 Asia's Hottest Technology Startup Red Herring 2006

Airline:

Air Canada Outstanding Performance 2008 Singapore Airlines Top Passenger Agent 2007-08 British Airways Outstanding Revenue Contribution 2007-08 Air Mauritius All India Top Ten Agent//Top North India Sales Award 2006-07//2007-08 Cathay Pacific Outstanding Performance 2007 Malaysia Airlines Top Agent Award 2007 Lufthansa Outstanding Performance 2006-07 Kingfisher Airlines Outstanding Performance 2006-07 Indian Airlines Achieving Highest Domestic Passenger Sales 2006-07 Air India Outstanding Contribution to Passenger Sales 2005-06 Jet Airways Award of Excellence 2005-06 Gulf Air Continuous Support

Situation Analysis of Travel Market using 4C Framework:

Customer: o NRI population in US and UK increasing o Consumer life is changing o People need service in less time o Indian people are price sensitive o Corporate tie up

Competitors: o Global giant companys in this field like Orbit, Expedia etc. o Most of airlines encouraging direct online purchasing.

Company: o Deep Kalra found makemytrip.com as a private equity, with investment of 0.4 million USD MMYT operates as a two separate entities MMYT India and MMYT Inc.

Context: o USD 1.5 billion NRI market worldwide outbound travelling increased by 30% o In India inbound and outbound travel market growing 20% annually.

MMT marketing strategy: o Customer focus with operational efficiency and customer intimacy. MMT target market: o More than 14 million NRI populations in US, Europe and Asia. o More than 9 million Indian customers travel abroad. o International and Domestic Holiday packages increasing. MMT positioning: o MMT positioned as a single portal for all travel and accommodation needs. It appeals reliable travel booking with Excellency. o MMT aims to position itself total solution provider with convenience as key drive its strategy to attain the cost leadership which will help to sustain the growing competition in the future. o Being the entrant and cost leader the company will be able to achieve sustainable advantage. Growth of the company: o MMT has reported gross booking of $245 million for the quarter ending Sep 30 th 2011, up 57% over the year. o Air ticket transactions grew 60.4% year on year, leading to a 54.2% growth in gross bookings, while hotels & packages transactions increased by 135.8% year on year, leading to a 79.8% growth in gross revenue from the segment. o For the quarter, MMT reported a profit for the period of $1.526 million, compared with $.579 million for the same period last year.

Segment details: o Air ticketing: Revenue from air ticketing increased by 85.1% to $19 million for the quarter, up from $10.3 million the same quarter last year. Net revenue margins increased to 7.8%, from 7.4% a year ago. Gross bookings were up 54.2%. o Hotels & Packages: Revenue from hotels and packages business increased by 83.2% to $23.8 million for the quarter, up from $13 million a year ago. Net revenue increased by 83.7% to $3.8 million, from $2.1 million for the quarter ending September 2010. Gross bookings were up 79.8%, net revenue margin increased to 12.1% from 11.9% a year ago. Sequentially there was an increased from last quarters net revenue margins of 11.9%. Financial highlights of 2012: o Gross bookings for Air ticketing and hotels and packages combined increased by $89.5 million to $264.1 million, representing growth of 51.2% year over year. o Number of transactions for Air ticketing and Hotels and packages combined increased 54.4%. o Revenue raised 54.3% to $52 million. o Revenue less service costs increased 52.3% to $21.1 million. o Net revenue margin for Air ticketing and Hotels and Packages combined increased marginally to 7.7%. o Results from operating activities improved to $1.8million, an increase of $0.5 million from the prior years fiscal first quarter. Adjusted operating profit improved to $1.6 million, versus $1.4 million in the prior years fiscal first quarter. o Profit for the period was $0.8 million versus $1.3 million in prior years fiscal first quarter. Adjusted net income was $1.5 million versus $1.7 million in prior years fiscal first quarter.

My Job Work In Make My Trip: I have joined Make My Trip on 08 May 2012 as a trainee and I am in inbound Operations (International Holiday Operations).The following is the process we follow: 1. Taking handover of sales query after certain formalities; Signing the form by traveler Depositing the booking amount Submitting the documents for visa and other processes After all mails attached in Navision 2. Sending and receiving the quotations from suppliers 3. Negotiations of the rates and dates 4. Checking the availability in hotels and airlines 5. Blocking the rooms and seats 6. Sending the Passport details to the Suppliers for Rail Reservations & Safari Booking. 7. Arranging the hotel vouchers and briefing sheets from the suppliers. 8. Collecting the Flights & Trains ticket detail from the Sales team. 9. Communicating to the travelers during the whole process. 10. Guest Assistance on Arrival & Departure. 11. Handover of all the documents; Passports Rail Tickets Itinerary Briefing sheet Guide Vouchers Hotel vouchers Transport Vouchers Gift coupons and vouchers etc.

12. Solving travelers problems before and during the tour with the help of my seniors. 13. Handling entire operation process of the branch. 14. Regulating handover process. 15. Handling Travelers reviews regarding trip

Conclusion: The revolutionary medium of the Internet has changed the way travel is purchased. The Internet has opened access to vast amounts of information for research purposes and also the ability to by-pass a travel agent and book directly online & offline.

Overall, MakeMyTrip is more efficient with the application of the Internet and Web-based tools. The Internet enables customer and agency to be better informed, so when it is time to book a trip, fewer questions need to be answered and the customer is pre-qualified. It has disintermediated the role of travel agencies for commodity products and has shifted the cost of distribution from the supplier to the customer.

While the loss of commissions has jolted the industry and forced some travel agencies to close, the market has shifted to re-position (or re-intermediate) the travel agency as a valuable player in the distribution of travel. The travel agency is now positioned as the advocate of the buyer rather than a distributor of the supplier. This positioning should legitimize for agencies that they are charging fees for professional services provided, and not as subsidies for lost revenue. It is imperative for travel agencies, particularly small ones, to educate their customers of their value and be compensated for services rendered.

There are a number of purchase dynamics impacting the channel of choice for leisure/ unmanaged travel. Price continues to be a driving force behind online trial and usage for leisure/unmanaged travel. Consumers relate online travel agencies to good price; even those people who have yet to make their first online purchase believe that online travel agencies

offer the best prices. This means that when they do make their first purchase, it will likely be on an online travel agency site. Infact identified that half of all online travelers who have researched travel online bought that travel product offline. Today Web fares (without fees) and price promotions are driving first time or random buyers to agency sites. However, brands, not just low prices, will affect purchase loyalty over time. Those who buy a great deal of travel eventually become partial to a brand or brands, and use branded Web sites.

PROBLEM THAT I FACED IN DELHI

If I share the problems that I faced as a second time new-comer in the metropolitan city that is Delhi so I would like to take myself: First problem is related with accommodation, everybody is not able to to get a good room at reasonable rent. It takes time and money also. Second problem is related with facing new environment, generally fresher goes to do training without any concrete and psychological supports, and they dont have enough knowledge to face interviews and other challenging task. Third is related with food which either have to cook by oneself or go to a hotel that creates health consequences. Forth is related with lack of information of locations and transportation system which make the wastage of time. Fifth and last but not least is that sometime I used to feel burden of responsibility where I have to do work for long hours.

Experience:

CONCLUSION
According to me, every student of Tourism Management having interest in it must do training either in travel company or hotel or other related travel organization, it really help to get a good job in the sector of tourism and hospitability at whole. We become able to know about all inns and outs of the same. It is a process that feels the power and willingness we know practically every task of this sector. Although it is mandatory requirement to get the degree of Master in Tourism Management under the Deptt of Tourism and Hotel Management, Kurukshetra University, Kurukshetra (Haryana). Personally for me, it was a great and nice experience thats unforgettable that I worked in such a professional environment where I had a dream to work