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ACKNOWLEDGEMENT
I would like to express my deep felt gratitude in the warmest manner possible I would like to express my deep felt gratitude in towards my professors for assigning me such a the warmest manner possible towards my professors for marvelous project. I have immense pleasure in assigning me a marvelous project. I have immense presenting thissuch Project on TOURISM SECTOR. pleasure in presenting this Project on PERFORMANCE APPRAISAL. The topic was an interesting one. It gave me an opportunity to have a detailed study on the topic was an interesting one. It gave topic. The I came to understand and analysed the me an opportunity to a detailed study on importance of have TOURISM SECTOR in the thetopic. I came to understand and analysed the importance of Organizations. PERFORMANCE APPRAISAL in the Organizations. I had a great time working on the project and I have provided information to the fullest of my knowledge and my findings.

ACKNOWLEDGEMENT

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Certificate
I Mr. Shannon hereby certify that students studying in Class: T.Y BMS Div: A Roll no. Name Signature

Academic year 2009-2010 at Rizvi College of Arts, Science & Commerce has completed project entitled KUONI:TOURISM SECTOR under our guidance. To the best of my knowledge information submitted in the project is original and authentic. Signature: Signature:
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(Project co-coordinator) coordinator)

(BMS co-

Declaration We are the students of class: T.Y BMS Div: A Roll no. Name Signature

Academic year 2009-2010 studying at Rizvi College of Arts, Science & Commerce Hereby declare that the work done on the project entitled KUONI: TOURISM SECTOR is true and original and any reference used in the project is duly acknowledged.
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A ROADMAP TO THE REPORT TOPIC no. An Overview of Tourism 09 Welcome to Incredible India.. . 11 Tourism in India.. .. 14 Introducing: KUONI.. 16 Page

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Company

profile

Background.18 Management of KUONI.. ..20 Competitors. ..22 7Ps of KUONI...

..24

AN OVERVIEW OF TOURISM

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AN OVERVIEW OF TOURISM

Although many of us have been "tourists" at some point in our lives, defining what tourism actually is can be difficult. Tourism is the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business or other purposes. Tourism is a dynamic and competitive industry that requires the ability to constantly adapt to customers' changing needs and desires, as the customers satisfaction, safety and enjoyment are particularly the focus of tourism businesses. Types of Tourism Outbound Tourism Outbound tourism is what you may be most familiar with. It involves the business of people going from British Columbia to other provinces, territories or countries. For example, going to Hawaii in February is considered outbound tourism. Inbound Tourism BC competes in a global market to attract tourists from the United States, Japan, Germany and many other countries. We also implement marketing campaigns aimed at attracting travellers from other parts of Canada. The tourists coming to BC from other places are called inbound tourists.
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Sectors

The tourism industry is divided into five different sectors: Accommodation Food and Beverage Services Recreation and Entertainment Transportation Travel Services

The diversity of these five sectors shows that the career options in the tourism industry are unlimited. Depending on your interests and skills, you can work indoors or out, nine to five or midnight to noon. You can work in an office, an airport or out of your home. You can have one career in the winter and another in the summer. In short, you can make your career fit the lifestyle you want.

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Tourism Sector makes carrier choices endless One thing is certain about the tourism industry: it is fast, growing and infinite in opportunities, variety and possibilities. A unique and individual employment path exists for anybody considering a tourism career. For those who are drawn to people, places and opportunities, the tourism sector provides everything you've ever desired in a profession. Whether you prefer to work indoors or in the wilderness, for a large resort or your own small business, you will find accomplishment in your efforts, contributions and enthusiasm to exceeding each and every guest experience. Five unique industry groups comprise the tourism sector as a whole, with job skills and experiences that are transferable between each. How you carve out your career path is limited only by where you apply your interests and how far you want to grow professionally. Tourism is defined as a composite of activities, services, and industries that delivers a travel experience to individuals and groups traveling fifty miles or more from their homes for purposes of pleasure. The business sectors comprising the tourism industry include: transportation, accommodations, eating and drinking establishments, shops, entertainment venues, activity

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facilities, and a variety of hospitality service providers who cater to individuals or groups traveling away from home.

Tourism product is not produced by a single business, nonprofit organization, or governmental agency; rather, it is defined as a satisfying visitor experience. This definition encompasses every activity and experience that a tourist encounters during his or her entire trip away from home. Despite the recent global recession, international tourist arrivals during the first four months of 2008 followed a similar growth trend than the same period in 2007. However, as a result of the economic crisis of 2008, international travel demand suffered a strong slowdown beginning in June 2008, with growth in international tourism arrivals worldwide falling to 2% during the boreal summer months, while growth from January to April 2008 had reached an average 5.7% compared to its 2007 level. Growth from 2006 to 2007 was only 3.7%, as total international tourism arrivals from January to August were 641 million tourists, up from 618 million in the same period in 2007.
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Welcome to Incredible India

Namaskar, welcome to Incredible India, where culture echoes, tradition speaks, beauty enthralls and diversity delights. Bounded by the majestic Himalayan ranges in the north and edged by an endless stretch of golden beaches, India is a vivid kaleidoscope of landscapes, magnificent historical sites and royal cities, misty mountain retreats, colourful people, rich cultures and festivities. The timeless mystery and beauty of India has been waiting for you for 5000 years, always warm and inviting, a place of infinite variety - one that flavours you with different facets of its fascination every time you visit India. Integrated Communication: Synergy of Persuasive Voices.
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What is Tourism in India?

Tourism in India is now widely recognized among the world's largest industry and its growth is creating rapid social, economic and environmental changes which require detailed understanding and measures to manage it. Tourism is now becoming a major area of study among students all over the world and its development and management hold many career opportunities for students.

At a global scale, tourism generated US$ 6,201 billion in 2005 and is expected to grow to US$ 10,678.5 billion by 2015.

As a subject to study, tourism is highly dynamic, ever changing as it is no longer just associated with the

Developed World, but also has a global impact and effect for a number of reasons which are associated with tourism

By studying tourism, we will start to understand how people, travel and their interaction give rise to changes in society,

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the economy and environment at a global scale through this company.

INTRODUCING

A WORLD OF DIFFERENCE

The Kuoni Travel Group, India, is the country's largest travel and Tourism Company and a 100% subsidiary Kuoni Travel Holding Switzerland. Kuoni Travel Group, India was formed in 1996 through the acquisition of SOTC, India's foremost outbound package tour brand; with a vision to provide all travel and travel-related
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services to travelers to, from and within India. Between 1996 and 2000, Kuoni India registered prolific growth with an eightfold increase in profit and consolidated its position as the uncontested leader in India's Outbound market. The company further strengthened its position with the launch of Kuoni Holidays - Indias only travel brand focused exclusively on the premium segment - in January 2006.In 2000, to diversify its business, Kuoni India acquired SITA World Travel, a forerunner in Destination Management, incentive and business travel market In 2001, the strategic acquisition of Tour Club, India's principal destination manager in the Middle East, further strengthened Kuoni India's leadership position in the Inbound travel segment. In June 2006, Kuoni, India acquired Distant Frontiers, a specialist focusing on the FIT Individual travel market) and MICE (Meetings, Incentives, Conferences & Exhibitions) segments and consolidated its position as Indias No.1 Destination Management company. Kuoni launched VFS, its visa services arm, in July 2001 as an outsource partner of diplomatic missions with one customer and three offices. Today, VFS Global is a worldwide leader in the visa services business, with operations in 18 countries and 135 offices. Among the top three in India, Kuoni Indias Business Travel activity has been re-launched as HRG SITA India effective from January 2007. HRG, with whom a strategic alliance has been formed, is a global giant in the
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business travel segment. Today, Kuoni India is active across virtually every travel segment and operates a number of highly successful brands in India as also controls strategic markets around the world. The brand portfolio includes SOTC in the Leisure segment; HRG Sita India in the Business Travel segment; Kuoni Destination Management in the Incoming Services segment; and VFS in the Visa services segment. The company employs over 3,200 travel professionals and its annual turnover has crossed Rs.2200 crore.

Kuoni India's vision focuses on providing all travel and travelrelated services to travelers from, within and to India. The company is deeply committed to the Indian travel industry. Among other initiatives, it launched the Kuoni Academy of Travel in 2003 in an Endeavour to offer world-class education and training for young aspirants in the travel and tourism industry. Currently, the Academy has 6 centers across India and in March 2007 has launched its first centre outside India, in Guangzhou, China. In 2001, it supported the Mumbai Police to launch the nations first police force dedicated to the safety and well-being of tourists the Tourism Police and continues to support this Endeavour. It has partnered with the Municipal Commission of Greater Mumbai and separately with India Tourism in garbage awareness clean-up initiatives.

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Kuoni India's most important asset is its people and the company is committed towards building 'A Fellowship of Winners'. An environment of inspiration, motivation, creativity, training and unparalleled performance ensures that over 3,200 employees at Kuoni India offer the best of service to all their customers, and achieve exceedingly high levels of customer delight. In the recent past, Kuoni has added many feathers to its cap. Like, the Government of Indias National Tourism Award (for Destination Management Services) for 2005-2006.

KUONI AWARDED

This is the 5th consecutive and overall the 17th year that it has been honored with this prestigious award. For the 3rd
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consecutive year, it received the Galileo Express Travel World Award for Best Outbound Tour Operator and for the 4th consecutive year, the Galileo Express Travel World Award for the Best Inbound Tour Operator (Destination Management) for 2005-2006. Outlook Business magazine (Feb 2007) recognized Kuoni India as one of Indias top ten unlisted companies. As the first citizen of the Indian travel industry, Kuoni relentlessly strives to perfect the art and science of travel and deliver the ultimate travel experience to customers.

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COMPANY PROFILE / BACKGROUND


ORGANISATION CHART

Board of Directors

Max E. Katz
Zubin Karkaria

Chief Financial Officer.


Director,

CEO and Managing Kuoni India & South

Kuoni Group
Asia a

Reto Wilhelm Division Head - SBD Style Kuoni Group


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SALES

MILESTONES
May 2007 Kuoni Academy of Travel joins hands with International School of Tourism Management, Switzerland to provide worldclass courses in travel and tourism. May 2007 Kuoni Academy of Travel joins hands with International School of Tourism Management, Switzerland to provide worldclass courses in travel and tourism.
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February 2007 Kuoni re-launches Business Travel in partnership with HRG, a global giant in the business travel segment, under the brand name HRG Sita India. Kuoni Academy of Travel takes its operations beyond India. It opens its first centre abroad, in Guangzhou, China. VFS is awarded the contract by the Foreign and Commonwealth Office of the Govt. of Britain to process visas for seven regions of the world comprising of 39 countries. With this contract, VFS Global expands its international presence to a total of 41 countries worldwide, making it a global leader in its field. June 2006 Kuoni spreads its wings wider by acquiring Distant Frontiers, an FIT & MICE specialist in Destination Management, thereby enhancing its ability to offer the best of services to its clients. January 2006 Kuoni, the world's premium tour operator, launches Kuoni Holidays as India's first leisure travel brand focused solely on the premium segment. January 2004 VFS starts its first international operation in Singapore.
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Corporate Social Responsibility.


Kuoni cares to enrich people's lives Kuoni India is committed to fulfilling its role as the first citizen of the Indian travel and tourism industry. The company has always believed deeply in its role of being a conscientious, responsible corporate citizen. It is Kuoni India's resolute endeavor to give something back to society. Through a variety of initiatives ranging from Tourism Police, Ecology Preservation techniques to pioneering Travel Education. Kuoni India strives relentlessly to enrich people's lives. Travel overcomes borders and brings people together: the travel and tourism sector creates a vast melting pot of nations, peoples and cultures. Over 900 million people travel every year, making the sector one of the biggest in the world, a major employer and a key element in the global economy. But travel has its flipside, too. The environmental impact of ever-growing mobility, the loss of coastlines and other natural landscapes to unchecked building development, poor working conditions and sexual exploitation are just some of the negative consequences of the steady and ceaseless growth

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of the global travel sector. With over 100 years of business success behind it, the Kuoni Group is keen to constantly look ahead. In doing so, Kuoni has a clear and simple aim: to be the best and most successful tour operator in the premium and specialist segment.

MANAGEMENT OF KUONI
Kuoni Destination Management India, is the leading Destination Management Company in the country. Kuoni handles over 160,000 incoming tourists to India from all over the world every year. With our strong brands SITA and Distant Frontiers, we are the preferred choice for tour operators sending their clients to the sub-continent. The phenomenal volume and growth of business is testimony to the company's professionalism, responsiveness to customer needs and attention to detail. Its large network of offices in the country and a dedicated team of over 350 members gives you Incredible India at its incredible best! Kuoni Destination Management business activities are structured under 2 strategic business units

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1. SITA GROUP
(a) At SITA partnerships mean the world! Thats why we have a special relationship with every esteemed partner who ensures that a premium excellent quality of service is provided to our visitors. A SITA special customer is a special customer for our airlines, hotels, transporters and service providers. Accommodation The Imperial, New Delhi The Claridges, New Delhi The Oberoi Amarvilas, Agra The Taj Rambagh, Jaipur Taj Lake palace, Udaipur Udaivilas, Udaipur Deogarh Mahal, Deogarh Park Hyatt Goa Resort & Spa, Goa Taj Mahal Palace and Towers, Mumbai GRT Temple Bay, Mahabalipuram Bruntons Boat Yard, Kochi Radisson Plaza Resort & Spa, Kumarakom The Leela - Kovalam Beach Resort, Kovalam Air Transport Jet Airways Kingfisher Airlines Indian Airlines Spicejet

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Devigarh, Devigarh Samode Palace and Bagh, Samode Ananda in the Himalayas, Narendra Nagar

2.

Distant Frontiers

Caters to luxury individual traveller and those looking for unique incentive programmes in the destination. We are not your average travel company Were destination Managers, Specialists, our clients are mainly large corporations and travel partners around the world . We are, if you will, a travel agents Travel agent. Were a nimble, ambitious mid-sized company that enjoys the backing of a large international network. We do not aim to be everything to everyone. Our operations are fine-tuned to the needs of incentive tours , the discerning individual Traveler, and the Special Interest Traveler. We also specialize in the corner of the world that we know best, where were Handson, were we can be sure of giving our Customers the best: The Indian Subcontinent. We cover the vast , diverse intriguing ever- vibrant expense of the largest Democracy and the second-fastest growing economy in the world: INDIA ,

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the rugged Himalayan terrain of-still mysterious Nepal; the lush tropical island paradise that inspired the world serendipity Srilanka and the charming mountain kingdom of Bhutan, the only country in the world to measureand strive to improve its citizensGross National Happiness. The people we deal with are Demanding Customers, hard-nosed professionals determined to get the best deals for their clients and their companies.

Competitors
These are the major players (tour operator & hotels) currently operating in the Indian tourism industry. The key players are as follows Thomas Cook India Pvt. Ltd.

Cox & Kings India Ltd.

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Raj Travels & Tours Ltd.

Prominent Hotels & Resorts such as

Taj Hotels The Oberoi Group

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Hyatt Corporation,

ITC Group.

7Ps of KUONI

PRODUCT (Services)
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Our competence - your advantage Mission The global network of Destination Management Companies (DMCs) is one of the cornerstones of the Kuoni organisation. Each DMC provides a wide range of services for travel agents, tour operators, incentive houses, sports teams, congress organisers, cruise lines and more at and around their destination. Philosophy

Kuoni Destination Management promotes professionalism, motivation and open communication with all its customers and partners, and aims to be the global leader in its field.

Standards

In today's fast-paced world, efficiency and service quality are essential. With its extensive supplier network, IT applications and its consistent quality controls, Kuoni Destination Management more than meets these needs. Advantages
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Kuoni Destination Management doesn't just offer decades of experience, multilingual professionals, key local knowledge and state-of-the-art resources. As one of Europe's biggest travel companies, it offers excellent value for money, too. Strengths

Its innovation, infrastructure and people are Kuoni Destination Management's greatest assets: the constant quest to better meet customer needs; the technology to remain at the sector's cutting edge; and the expertise and experience of its professional personnel. Services such as Accommodation Services Food and Beverage Services Recreation and Entertainment Services Transportation Services Travel Services Ticketing Services

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PRICE
Kouni is planning to capture the Indian Budget Tourism market By providing offer that can hardly be resisted but also Value For Money Kuoni, the world's premium tour operator, launches Kuoni Holidays as India's first leisure travel brand focused solely on the premium segment Various types of discounts and different varieties of tour offers is the secret of Kounis Success

POSITIONING
THE tag line itself differentiates the company from any other tourism Brand. And after experiencing the Services of KUONI they have in return got Value for money and a pleasant experience. This is because they got more than expected. Due to the promises Kuoni makes and Keep those promises and delivers it, that makes a POSITIVE MOMENT OF TRUTH at every step for its customers .This is how KUONI has Positioned itself not only in the market but also in the minds of the customers

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PROMOTION
TV Advertisements of tours in various countries Hoardings various hoardings across Mumbai City especially at locations at COLABA, Taj group of Hotels etc NEWSPAPERS- the daily tabloids such as THE TIMES OF INDIA, MUMBAI MIRROR,MINT,DNA

PEOPLE

People's Charter
We dedicate ourselves to creating exceptional value for our company and all our stakeholders. We do this through focus, courage and innovation.

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We do ordinary things extraordinarily. Our workplace is our living university, where we develop our abilities to the optimum by learning, teaching and striving to perfect the art and science of travel.

PHYSICAL EVIDENCE

PROCESS
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Q1. WHY HAVE WE TAKEN THIS


Ans. 1. Tourism is a booming sector in todays world,

PARTICLAR SEVICE INDUSTRY???

And Kuoni is one of the leading tourism brands worldwide.

2. Kuoni is one of the most innovative and attractive company across the world.

3.

Those who want to make a career in Travel and is the destination for most of the students.

Tourism, Kuoni

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Q2.

Would you like to change the Brand name/ logo or tag line? A WORLD OF DIFFERENCE Ans
1. Of course NOT because the name stands out and appeals to the people having the dream of making a career in Tourism in an Innovative manner

2. Kuoni is the identity which the company has developed based on the goodwill of approx 15 years which makes it the 1st choice for tourism aspirants.

3. Some people get fascinated by the tagline and the tag line A WORLD OF DIFFERENCE Suits this travel and tourism company

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Thank you

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