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Universiti Teknologi MARA Sabah Campus

Kota Kinabalu

Travel and Tours Operations (HTT310)

Semester 4

Fieldtrip Report:

TABUNG HAJI TRAVEL & SERVICES SABAH REGIONAL OFFICE

Prepared for:

MADAM SITI HAJAR MD SHAHAR

Prepared by: YVETTE PRISCILLA JOHN (2010456438)

MERIDITH MAY JOHNNY (2010679982)

NOOR SUHAIDDAH AWANG DININ (2010632162)

SHARIF HAFIFY ISMAIL (2010228456)

Date of submission:

29TH FEBRUARY 2012



Manager

(Vacant)

Assistant Regional Manager

(Haji Hidam Bin Haji Tory)

Ticketing Officer

(Vacant)

Reservation/ticketing

(Nordi Suan and

Hajah Norline binti Ganti)

Marketing executives

(Haji Hasny bin Haji Wasli)

Customer Services

(Haji Jamrin Bin Ismail)

Acount Executive

(Hazelina FarrahShamsudin)

Customer Services for Account

(Norhayati Jaafar)



INTRODUCTION

Tabung Haji Travel& Services Sdn Bhd Pejabat Wilayah Sabah.( Company Research )

Learn the various types of travel and tour operation, the role of

travel agency and the management of travel and tour business.

Purposes : 1) Exposure to the business aspect of travel andtour operation.

2)understand the way of the intermediarys work

( combination of direct and indirect distribution

channel)

3) Experience the real operation of travel agency.

4)20% of on-going assessment (OGA)

Conduct interview to collect information about the organization.



Agency background

is located at Lot 17, Ground

floor, Block K, Jalan Ikan

Juara Satu Sadong Jaya,Karamunsing 88100 Kota

Kinabalu Sabah

established on 9 September

1972 sole proprietorship.

Mission

± Improve and give quality

product

± product development

± market development.

Goal

- maximize organization profit



THE MARKETING ASPECT OF TRAVEL AGENT

AND TOUR OPERATOR

Main target market isMuslim people since TH provide Hajj

and Umrah packages

- Consist of silver head people ( reaching retirement period )

- Government servant

New fast growing market :

- Higher educational institution comprising the staff and

student ( UMS andMRSM )



ABOUT THE PROMOTION

Containing :

- Official website that contain updated information of their

organization (http://www.thts.com.my/)

- Advertise their product in media mass

- Brochures and pamphlets

- Word of mouths from loyal customers.

Product & service mix: 1) staff behaviours, appearance

2)building exteriors,

3)equipment ( transportation) ,

4)furniture and fixtures ,

5)signage

6) the communications with customer



To achieve this objectives :

- Travel agency have to maintain satisfaction through

always update the service with the current trend based

on the customers comfort.

- provide suggestion box for the customer to give

suggestion and comments on their services

- customer can always come directly to see the agency if

there are problem related to their services offered.

- the travel agency also always make follow up call totheir customers to get feedback from them.



Haji Package

Delima

Intan

Fairuz

Firdaus

Baiduri

Nilam

Zamrud

Almaas

Umrah Package

Umrah Ziarah

Taif

Madain Soleh

Cairo

Amman

Istanbul Umrah Cinta Rasul

A module on following the example of Rasulullah SAW

Umrah Bersama Personaliti

Dato¶ Hassan Din Al Hafiz Dato¶ Dr Haji Mohd Fadzilah Kamsah

Dato¶ Dr Fatma Az-Zahra

Professor Madya Dr Sharifah Hayaati Al Qudsi



Travel Package

Australia Indonesia

Thailand

Vietnam

China

Hong Kong

Korea

Japan

India

Middle East

Europe

Uzbekistan

Domestic Holiday

Package

Theme Parks

Cities

Exclusive

Package

Beaches and

Islands



Types of Travel Package

Full Board

Flight tickets

Hotel accommodation

Food and drinks

Trip transportation

Program visits

Tour guide

Groups insurance

Ground

Transfer service

Hotel accommodation

Food and drinks

Trip transportation

Program visits

Tour guide

Free and Easy Transfer service

Hotel accommodation

Breakfast



Agency¶s Partners

Cathay Pacific Airways(CX)

Dragonair (KA)

Egyptair (MS)

Turkish Airlines (TK)

Malaysia Airlines (MH)

Royal Brunei Airlines

(BI)

Asiana Airlines (OZ)

Royal Jordanian (RJ)

Indoor Travel.

Role and Function in

Travel Industry Assist in the travel

activity of Muslims

Accommodation Food and Drinks

Airline Ticket

Tour Arrangement



AGENCYS SOURCE OF INCOME

Airlines Ticket

Tour packages

Haji and Umrah packages

Catering

Cargo services



THE TRAVEL TREND

Market will expand from time to time : people are busy with their career and do not have time to manage their

package to perform Hajj and Umrah

income resources increasing, no excuses to perform hajj and umrah

changes of the social and cultural patterns and lifestyles

-greater use of leisure and vacation time for self improvement and alsoemphasis on career of women.

Cope with the weather changes, disaster, government policy, virus epidemic

-deal with insurance agencies eg. travel insurance, life insurance

- Health disease : handle it with caution and prevention available on the

customer e.g H1N1 , provide mask , health document.



DISCUSSIONTabung Haji (TH) Travel and Services SDN BHD Sabah branch is

located at Sadong Jaya, Kota Kinabalu.

Vision = lead travel and tourism industry in Islamic way

Mission= improve the quality of tourism product, productdevelopment and market development.

selling airline tickets and creating haji and umrah packages.

regular customer are from governmental sectors.

Currently have 7 employees



Only acceptMuslims applicants

The role of this travel agency is mainly to assistMuslim

travellers to have a secure travelling without worrying about

their religious taboo

income derives from the sales of airline tickets.

promote their services by doing advertisement and words of

mouth.

increase in the travelling trend to visit Makkah to perform

Hajj and Umrah.

fieldtrip presentation

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