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The profession of tourism manager is now in great demand, because we live in a fairly cold climate and most of our citizens love to relax by the sea in a warm, pleasant climate abroad. This means that a lot of people constantly need the services of travel agencies.

In fact, the profession of a manager for organizing and selecting tours requires quite extensive knowledge in various fields and is subject to serious qualification requirements. A manager must work daily with a huge amount of information and communicate with a large number of different people, both clients and foreign counterparties.

In addition, the job responsibilities of a manager place quite a serious responsibility on this person, since his activities affect the financial results of the company and the costs of clients, and in some cases the health and safety of clients may depend on him.

It is important to take all this into account when drawing up a job description for a manager; today we will tell you what exactly must be contained in this instruction.

Tourism manager - what is the essence of the profession?

Briefly, the essence of the profession of a tourism manager can be described as follows - this is a qualified specialist in the field of tourism who organizes tourist trips.

In order to choose the right tour for a client and organize a trip, a qualified manager must have a good knowledge of the tourism services market as a whole, which implies a good knowledge of a specialist in a number of areas:

• knowledge of the main tourist destinations (each of which has its own specifics);
• general knowledge of the cultural characteristics of different countries of the world and national mentalities;
• knowledge of the general rules of functioning of the global tourism industry and the characteristics of specific tourist destinations;
• knowledge of the conditions of tourism services in individual countries in the main directions, their segmentation by quality and range of tourism services;
• excellent skills in searching and selecting tours using international databases for booking tours, hotels, flights and other related services;
• the specialist must be an excellent organizer and communicator, able to quickly establish contact with representatives of the tourism industry in other countries, as well as solve all emerging problems related to organizing a tour.

Such work in itself is creative and very interesting; it requires organizational talent, inexhaustible energy and optimism, intelligence and resourcefulness.

The manager also needs to know:

• The main attractions of the most popular countries in the world among tourists, of all types - historical, cultural, natural sites of various types, etc.;
• Basic traditions and ethnic social characteristics of various countries;
• The climate and natural features of various tourist destinations by time of year, as well as be able to provide information to the tourist, even for specific months of his chosen destination and about the temperature conditions at this time, his chosen vacation spot;
• The manager must know the peculiarities of transport links and hotel reservations in the places where he sends his clients, and create an interesting and comfortable general tour route for them;
• The manager must know and be well versed in booking systems for hotels, flights, excursions, etc., take into account various customer requests regarding the cost and level of comfort of the tourist services provided;
• Rules of operation of consular and visa organizations of various countries and the procedure for interaction with these services, be able to advise the client on visa issues and rules for traveling abroad in various life situations;
• Be aware of the basic current customs rules, currency control, insurance rules and the provision of insurance services during tourist trips;
• The manager needs to know the basic marketing and advertising techniques used in the tourism industry;
• The manager must be fluent in foreign languages ​​and be an excellent organizer and communicator, be sufficiently stress-resistant and energetic.

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Job description

The position of a tourism manager is generally quite responsible; the financial results of a travel company, the quality of the tourism services provided by the company, as well as the financial costs of the company’s clients, and in some cases, even their safety and health, depend on his actions.

Therefore, a complete job description for a manager should include the following sections:

• General provisions;
• Qualification requirements for a tourism manager;
• Manager's responsibilities;
• Expected results of the manager's work;
• Manager's responsibility;
• Manager rights;
• Final provisions.

A sample job description can be viewed here: SAMPLE INSTRUCTIONS

Let's look at the main sections of this job description in detail.

Structure of the job description of a tourism manager, his responsibilities

The legislation does not provide for general rules by which job descriptions are drawn up. There are GOST standards for office work, which company documentation must comply with, but they describe only general requirements for documents.

Nevertheless, during the application of job descriptions in practice, certain rules for their preparation have already been developed. According to them, the job description for a tourism manager includes the following parts:

1. General provisions. This section describes what the position of manager is, what place this employee occupies in the structure of the company, and also what should be the qualifications of the person applying for this position.
2. List of job responsibilities. This is the main section of the instructions; its contents will be described in detail a little further.
3. Rights vested in the employee. Typically, this includes those rights that are not fixed in labor legislation: the right to contact management with comments and suggestions, the right to receive information from management and divisions of the company, etc.
4. Responsibility to which a tourism manager may be held: for violation of the legal orders of the manager, improper performance of duties or damage caused to the property of the organization, its employees or clients.

Well, now let's talk in more detail about the main part of the job description - the list of responsibilities that are assigned to a specialist holding the position of tourism manager. The legislation does not fix what exactly a given employee must do - this remains at the discretion of the company itself, which increases the flexibility of internal regulation in organizations. Moreover, the exact list of responsibilities is determined by the scope of the company’s activities and the goals that its management sets for itself. However, practice shows that usually the competence of a tourism manager includes:

1. Analysis of the tourism services market.
2. Search for tour operators taking into account the cost, timing, quality and volume of services they provide, as well as the wishes of clients.
3. Maintaining contacts with hotels, passenger carriers and companies involved in accommodation and excursion services. The tourism manager is required to know about the presence of such organizations in a particular country and city, the volume of services provided, and their cost. Taking into account the available information, the manager agrees on the terms and, together with the legal department, ensures the preparation of draft contracts (if he has the appropriate authority from the management of his company, he concludes contracts).
4. Determining the cost of the travel package purchased by the client, taking into account both basic expenses and service fees in the travel company where the manager works.
5. Providing tourists with complete information regarding the rules of entry and residence in various countries, features of customs and sanitary control, etc. Information should be provided both in the form of instructions and through leaflets provided to tourists.
6. Formation of arrival and departure schedules for tourist groups and individual tourists.
7. Preparation of necessary documents for reporting and maintaining statistics.
8. Informing the company's management about any unforeseen situations concerning tourists, as well as about clients who, for one reason or another, did not return from their trip.

The list is indicative; each specific company has a job description for a tourism manager

may include other duties assigned to this employee.

Qualification requirements for a tourism manager

As we have already noted, a tourism manager must have various versatile knowledge; in order to master this large amount of information, he needs to have a higher or professional education, preferably in the tourism field. At a minimum, a good command of English is also required, and knowledge of other major foreign languages ​​will further enhance the employee's value.

Now let's talk about the employee's qualifications in more detail.

Typically, a person who already has experience in this field for at least six months is appointed to the position of manager. If there is no such experience, then the person must first undergo the necessary internship as an assistant manager and gain the necessary experience and knowledge:

• The manager must know all the basic legislative norms of the Russian Federation on tourism activities and constantly independently monitor changes occurring in them. First of all, this is the law “On the Fundamentals of Tourism Activities in the Russian Federation”, “On the Protection of Consumer Rights in the Russian Federation”, “Rules for the Provision of Services for the Sale of Tourist Products”, basic norms of civil law, insurance law, etc. As well as the main international provisions relating to tourism.
• It is important for a manager to know the cultural, geographical and climatic characteristics of the countries of the world.
• Know and monitor the conditions of the tourism services market.
• It is good to know the existing range of tourism services on the international market and quickly navigate it.
• Know the work schemes, rules for ordering and booking hotels, flights and transfers and other necessary related services.
• Be familiar with marketing and advertising in the tourism services market, know the patterns of supply and demand for travel services.
• The manager needs basic knowledge in the field of law to conclude and execute contracts with international and Russian counterparties, and to know the financial aspects of contract execution.
• The manager must be aware of sales technologies, be able to motivate clients, and be a good communicator and organizer.
• A manager must always observe the ethics of business communication with clients and counterparties, be able to work with objections and claims, resolve controversial and conflict situations, and be able to quickly resolve emerging organizational problems.
• The manager must be proficient in modern technical tools and programs for quickly and efficiently processing large amounts of information and business documentation, and be able to use all available means of communication at any time.
• The manager must have competent written and oral communication and a good command of foreign languages.
• A manager must have excellent communication skills, be flexible and stress-resistant, optimistic, always look great and smile.

What is the purpose of the work and the main provisions

A tourism manager is a specialist responsible for the implementation of a wide range of activities related to the organization, support and provision of tourist trips. In fact, the employee conducts consultations, helps clients choose the most suitable tour options, and deals with the preparation of documents necessary for the trip. In addition, in tour operating companies he is involved in drawing up routes, obtaining visas and other related activities.

All this pursues the main goal - to organize for the client an interesting vacation in distant lands that perfectly suits his preferences.

According to the first paragraph of the instructions, a tourism manager is classified as a specialist. He is appointed to a position and dismissed from it on the instructions of the HR manager, which must be approved by the general director. He personally submits to him in his work.

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To be appointed to this position, the candidate must have a higher education diploma, preferably a specialized one. Typically, one year of experience in the same field is also required.

The list of things a tourism manager needs to know looks very impressive. It includes traditions, various features, attractions of, if not all, then at least very many countries of the world, a hotel classification system, customs and other control procedures, insurance rules, advertising basics, etc. In fact, absolutely everything that is required for a comprehensive and complete organization of a tourist trip.

Key Roles and Responsibilities

The main task of the manager is to select a tour for the client that best suits his needs. But we note that in fact, this is a complex and rather difficult task that requires extensive knowledge and high qualifications. When selecting a tour that is suitable for a specific client, the manager performs a number of his job responsibilities:

• studies and analyzes customer requests and requirements for tourism services in various segments;
• then searches for the most interesting and profitable in terms of cost and timing, as well as the quality of services provided by a large number of tour operators in a variety of countries;
• establishes contacts with travel companies, hotels, organizations providing excursion services, as well as organizations providing transport services, air carriers;
• concludes all necessary agreements for the provision of the full range of tourism services;
• makes a full calculation of the tour and determines the cost of final travel services for the client;
• then controls payment under concluded contracts;
• providing the client with advisory support on organizing a trip;
• the manager creates tour schedules - departure from the country, entry into the destination country, arrival at the holiday destination, hotel accommodation, excursion program, return of tourists;
• the manager also independently forms groups of tourists according to lists;
• organizes transfers;
• the manager must conduct the necessary briefing for each tourist - briefly familiarize him with the specifics of the country where the tourist is going, with the current weather conditions in the place of the upcoming vacation;
• the manager must maintain current corporate reporting on his activities and its results, comply with internal regulations and instructions;
• in the event of problematic or emergency situations with tours or clients requiring important decisions, the manager is obliged to immediately inform the head of his organization.

It is important to note that during the selection and implementation of a tour, the manager must advise the client on a wide range of issues:

• about the basic rules of entry into the country where the tourist is going and about the rules of stay in it;
• about the procedure and deadlines for obtaining visas required by the client;
• about the currently existing rules of currency and customs control that a tourist should know;
• about the main attractions, cultural and social features of the country where the tourist is traveling;
• on issues of transfer, tourist accommodation, leisure and food;
• about excursion programs;
• on all other important issues related to the upcoming tourist trip.

Sample job description for a tourism specialist

Sample job description for a tourism specialist

JOB DESCRIPTION

_________ №____

(date of)

Place of publication

tourism specialist

1. General Provisions

1.1.

A tourism specialist belongs to the category of specialists.

1.2.

A person with higher professional education without requirements for work experience, higher education and retraining in the field of tourism without requirements for work experience, or secondary specialized education and work experience in the tourism industry of at least 1 year is appointed to the position of tourism specialist;

tourism specialist category II - a person with a higher professional education and work experience as a tourism specialist for at least 2 years;

tourism specialist category I - a person with a higher professional education, work experience as a tourism specialist II qualification category for at least 2 years.

1.3.

A tourism specialist is appointed to a position, moved and dismissed by order of the head of the organization upon presentation (head of the marketing department, head of another structural unit of which he is a member, another official).

1.4.

In his activities, a tourism specialist is guided by:

1.4.1.

regulatory legal acts, other guidelines and methodological documents on marketing issues;

1.4.2.

orders and instructions of the head of the organization (direct manager);

1.4.3.

charter of the organization;

1.4.4.

internal labor regulations;

1.4.5.

this job description.

1.5.

A tourism specialist should know:

1.5.1.

regulatory legal documents regulating the implementation of tourism activities;

1.5.2.

geography of countries of the world;

1.5.3.

directories, periodicals, scientific publications on tourism, geography, history, architecture, religion, attractions, socio-economic structure of countries, etc., travel catalogs;

1.5.4.

basic concepts and principles of organizing the tourism industry;

1.5.5.

the procedure for drawing up agreements and concluding contracts for the implementation of tours;

1.5.6.

principles for determining the cost of tours;

1.5.7.

rules for booking tickets and services;

1.5.8.

tourist insurance rules;

1.5.9.

operating procedures of consular and visa services, rules and procedures for processing documents for obtaining visas;

1.5.10.

schemes for working with hotels, inns, carrier companies (air, rail, bus, cruise, etc.), and other organizations;

1.5.11.

basics of tourism law;

1.5.12.

basics of marketing and management;

1.5.13.

terminology and abbreviations adopted in the tourism industry;

1.5.14.

theory of interpersonal communication;

1.5.15.

procedure for drawing up agreements and concluding contracts;

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1.5.16.

techniques for receiving counterparties and conducting negotiations;

1.5.17.

protocol and etiquette;

1.5.18.

foreign language;

1.5.19.

directories, periodicals and scientific publications on tourism, travel catalogues;

1.5.20.

rules for preparing travel documentation (tourist packages, vouchers, insurance policies, etc.);

1.5.21.

basics of office work;

1.5.22.

basic requirements for the preparation of travel documentation;

1.5.23.

methods of information processing using modern technical means of communication and communication, computers;

1.5.24.

fundamentals of economics, labor organization and management;

1.5.25.

basics of labor legislation;

1.5.26.

rules and regulations of labor protection and fire safety.

1.6.

The tourism specialist reports directly to the head of the structural unit of which he is a member (other official).

1.7.

In the event of a temporary absence of a tourism specialist (vacation, illness, etc.), his duties are performed by a duly appointed employee who acquires the appropriate rights and bears full responsibility for the high-quality and timely performance of his duties.

2. Job responsibilities

The tourism specialist performs the following duties:

2.1.

carries out the selection of reference and working materials on tourism;

2.2.

conducts marketing research on supply and demand for tourism services;

2.3.

develops proposals for the development of new routes;

2.4.

takes part in the development of advertising materials, catalogs, brochures and the development of a concept for promoting tourism programs;

2.5.

participates in events to promote tourism services (advertising campaigns, presentations, exhibitions, study tours, distribution of promotional materials, etc.);

2.6.

to create a package of tourist services, searches for hotels, carrier companies (air, rail, bus), and other organizations providing these services or assisting in their provision;

2.7.

creates and maintains an information database on services provided as part of the developed tours;

2.8.

develops tour programs;

2.9.

determines the cost of services included in the tour, calculates the cost of the package of services, etc.;

2.10.

agrees with contractors on essential terms and conditions within the framework of the services provided;

2.11.

draws up technological documents for the proposed tours (technological maps, information sheets, tourist instructions, diagrams, descriptions of travel routes, etc.) in accordance with the requirements of regulatory legal and technical regulations;

2.12.

prepares reservation sheets in a timely manner and confirms reservations to partners;

2.13.

carries out work to find clients;

2.14.

accepts orders from individual tourists or corporate groups to organize a tour;

2.15.

prepares a package of documents necessary for issuing a visa (if necessary), monitors the correctness of their execution;

2.16.

draws up travel documentation (agreement for the provision of tourism services, information sheet, memo, voucher, financial documents, etc.) in accordance with legal requirements (if there is a power of attorney from management);

2.17.

prepares specialized tourist information, information on the safety of services, controls its completeness and accuracy;

2.18.

develops recommendations and instructions for travel participants;

2.19.

advises clients on all issues related to the necessary rules, procedures and conditions for the provision of tourism services;

2.20.

instructs tourists on safety measures and prevention of infection with especially dangerous infections;

2.21.

maintains logs of briefings to ensure the safety of tourists in accordance with the requirements of regulatory legal and technical regulations;

2.22.

controls the proper execution of tourism services (its own and those of counterparties) in accordance with the requirements stipulated in the contracts concluded with tourists;

2.23.

studies complaints and complaints from tourists regarding the quality of tourism services, takes measures to carry out corrective measures aimed at eliminating identified deficiencies;

2.24.

provides a high culture of customer service;

2.25.

maintains established reports.

3. Rights

A tourism specialist has the right:

3.1.

get acquainted with draft decisions of the organization’s management relating to its activities;

3.2.

submit proposals for improvement of work related to the responsibilities provided for by this job description for management’s consideration;

3.3.

receive information and documents from heads of structural divisions, specialists on issues within his competence;

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3.4.

involve specialists from all structural divisions of the organization to resolve the responsibilities assigned to him (if this is provided for by the regulations on structural divisions, if not, with the permission of the head of the organization);

3.5.

demand from the management of the organization assistance in the performance of their official duties and rights.

4. Performance evaluation and responsibility

4.1.

The work of a tourism specialist is assessed based on the results of the proper performance of the duties assigned to him, regulated by this job description. This takes into account the complexity of the labor functions performed by the employee, the degree of independence in performing them, his responsibility for the work performed, his proactive and creative attitude to work, the efficiency and quality of work, as well as practical experience, determined by length of service in the specialty, professional knowledge, etc.

4.2.

The tourism specialist is responsible for:

4.2.1.

for improper performance (non-fulfillment) of their job duties as provided for in this job description - within the limits determined by the current labor legislation;

4.2.2.

for offenses committed in the course of carrying out its activities - within the limits determined by the current administrative, criminal and civil legislation;

4.2.3.

for causing material damage - within the limits determined by the current labor and civil legislation.

Expected results of the manager's work

The manager’s activities must generate income for the company where he works, improve its financial performance, and ensure growth in sales of tourism services. In addition, the overall growth of the travel agency’s client base is also important, which is achieved by the fact that satisfied regular clients continue to repeatedly use the company’s services, bring their friends, and new clients return to the company again.

It is important to increase the number of contractors - the company's partners abroad, expand the range of services provided and develop new tourist destinations.

Expanding the base of partners and clients is achieved not only by a good advertising and marketing campaign, but also by the daily analytical work of the manager, and success largely depends on the excellent communication and organizational skills of the manager.

Responsibility

The employee is responsible for improper or incomplete performance of the tasks assigned to him. He may be held accountable for violating the internal rules and procedures of the company, improper use of rights, as well as for causing material damage to the organization. Since this employee is a manager, he is also responsible for the poor performance of duties by his subordinates, for their low labor and performance discipline, and so on. The instructions may contain other points, depending on the needs of the company, but they must comply with current legislation and not go beyond its scope.

Manager's Responsibility

The position of a manager also entails quite serious responsibilities, namely:

• The manager is responsible for the completeness and quality of the information provided to the client about the tourist services provided to him;
• Quality of organization and implementation of the client’s tour;
• Quality and possible violations of the necessary standards of communication with the client and counterparties of the travel agency;
• Responsibility for disclosure of commercial or confidential information;
• Responsibility for incorrect preparation or execution of business documentation and reporting of the travel agency;
• Responsibility for violation of the provisions of the law, internal regulations of the travel agency;
• The manager is responsible for the consequences of independently made incorrect decisions, which resulted in damage to the client, counterparties or travel agency;
• Responsibility for violation of business communication and etiquette standards;
• Responsibility for violation of labor law and labor discipline of the company, safety regulations, etc.

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Other responsibilities

The employee is developing a scheme for booking services and, according to the job description of the tourism manager at a travel agency, monitors the execution of the reservation and its timely confirmation by partners. He must check whether the tourist services provided correspond to the quality and quantity specified in the contract.

Organizes and monitors the consideration of complaints from clients. Ensures that they are taken into account and corrected, that is, all shortcomings and problems in the provision of services and maintenance by the company and contractors are eliminated. He must provide a good level of service to the company’s clients, keep statistics of transactions carried out and organized tours. He is also obliged to monitor compliance with the rules and procedures established in the company by his subordinates.