the 8th Asian Academy of Management International Conference
04 December 2011
Prospective Mapping of Sustainable
Package Tour Management to Improve Future Performance and Innovation of
the Tour and Travel
Industry
Rudy Aryanto
Yuniarty
Idris Gautama
Bina Nusantara University
ABSTRACT
Accordance with the tourism industry as the largest business sector in the world economy, then ccurrently, rapid increase development of tourism industry in Indonesia, including the tour and travel industry, therefore many interesting variety of studies been done such as this research. This study aimed to build a prospective mapping of management model for sustainable tour packages in a tour and travel agent company as a case study. Given the complexity and the many interrelated factors in the performance management package tours, it is necessary to approach a holistic system. First, the method used in developing the performance management model is a sustainable package tour and, second, using prospective analysis. Determination of the attributes that reflect the sustainability performance of the tour package is based on field studies. Based on the four dimensions of sustainability, namely the dimensions before the trip, during trip, etc., and the tour leader are determined as much as 23 attributes. Attributes classified in four dimensions for each package tour: Junglelicious Africa, Asia Splendid, Adventurous Australia and New Zealand, Europe Romantical and Marvelous the U.S. and Canada. One of the results of this study is the design of stage conceptual model of performance management of sustainable tour package, which is the identification of factors, stakeholder assessment, determination of entry points, the preparation and implementation of a simulation scenario models in order to achieve the strategic objectives of the performance management of sustainable tour package. Conceptual model described in the operational model in accordance with the results for performance analysis package tours. The owner of the interest or stakeholders of tour and travel agent should play an active role in a comprehensive conduct performance management and generate innovation in an integrated tour package to manage the performance of sustainable tour package can be realized.
Key words: Tour Package, Sustainable Package Tour Management, Prospective Analysis
INTRODUCTION
Constraints faced in managing
the performance of the package tour
is the difficulty of sustainability assessing of the
multidimensional management performance of the tour package, and the difficulty to
describe the impact of the sustainability assessment
of a strategic management formulation policy performance of tour package in the
future prospectively.
In the context of performance management
of sustainable tour package
requires an integrated
management plan that includes
procedures for handling the tour;
before the trip, during trip, other factors and
the tour leader. Based on the snapshot can
be obtained a comprehensive overview of the sustainable management status for
the actual performance of the tour package at the
same time can be identified various problems
and solutions for
decision-making direction and the determination of policy priorities
in the management of tour and travel agents. In this study, the snapshot will be made by the sustainability analysis
method, and the result is used
as the basis for building models of performance management
in the tour package tour and travel agents by
using a prospective analysis.
Based
on the results of a prospective analysis of factors combined to obtain a key
factor Junglelicious Africa tour packages are: the diversity of the offered
tour packages and hotel use. Key factors for
Splendid Asia tour package, namely: the diversity of the offered tour packages
and tour leader who put the common good. Key factors for Adventurous tour
packages Australia and New Zealand are: diversity offers tour packages and
hotel use. Key factors for Romantical Europe tour package, namely:
clarity / accuracy of information provided and tour leader who put the common
good. Key factors for package tours Marvelous
U.S. and Canada are: the responsibility of leaders and tour the clarity /
accuracy of information provided. Based on existing conditions at the moment,
there are three scenarios that might happen, pessimistic scenario, moderate,
and optimistic. Based on the scenario that was built and in order to achieve
the ideal scenario is the recommended scenario is the optimistic scenario.
Research Objective
The purpose of this study is
to establish a performance management
model of sustainable tour package. To achieve these objectives
need to be assessment
of the following things: 1) Identify the attributes that can reflect the tour package status i.e. before the trip, during the
trip and others as
well as tour leader, 2) Analyzing the performance
of sustainability indexes tour package, 3)
Build a model of performance
management in a sustainable tour package tour and travel
agents, and 4) Formulate policies and
ongoing performance management strategy scenarios
in tour and travel
agents.
LITERATURE REVIEW
Tour Package Management in Tourism Tour
& Travel Agent Company
Tourism as the largest business sectors in the world
economy, in 2010, travel & tourism Responsible to account for 9.2%, U.S. $
5.751 billion, and provide a total of 235 million jobs and over 10% of the GDP
worldwide (UNWTO, 2011). WTO states that tourism comprises the activities of
persons traveling to and staying in places outside their usual environment for
not more than one consecutive year for leisure, business and other purposes.
(WTO, 1992: subsequently ratified by the UN Statistical Commission in 1994),
follows from the definitions discussed that any visit to a tourism destination
comprises a mix of several different components. These include transport,
accommodation, attractions and other facilities, Such as catering and entertainments
(Middleton, Fyall and Morgan, 2009), in order to connect the willingness to
travel of tourist to destinations and facilities will require an important
supporting industry to manage the travel namely tour and travel agency or
travel bureau. According to Pitana and Diarta (2009) the tour and travel
company’s human resources needed are 1) the travel agencies involving
administrative personnel, travel advisory, research, marketing, consultants,
accountants, reservation, computer experts, etc, 2) involving personnel tour
companies tour manager, tour coordinator, tour planner, marketing,
reservations, accountants, travel agents, sales agents, group tour specialist,
coordinator hotel, etc. Meanwhile, the
functions performed by the tour and travel agents include reservations,
ticketing, tour package, and handling travel documents (Mulyadi, 2009). For tour companies
and travel agents to operates package
tours needed management
activities that well-organized
and sustained, important
before making the tour package, then the head
of tour and travel agents to decide in advance the
types of tour package by a
joint team consisting of tour planner marketing - tour
department. Tour packages
generally should pay attention to
trends and tendencies
tour and set a
competitive price, have a good
quality service, making
an attractive promotion (Kesrul.
2003).
Rapid Appraisal Sustainability Index of
Tour Package Performance
The first step determines the level
of sustainability of tour & travel company by
using MDS analysis, one of the methods used are rapid appraisal a multi-disciplinary technique for evaluating the comparative sustainability based on a number of attributes or indicators that allow for easy scoring (Fauzi and
Anna, 2005). In
Rapid Analysis Apraissal,
resources can be defined
as an entity in a broad scope,
or in such
a narrow scope in
a single jurisdiction. A number
of resource attributes can be compared, or even
the time trajectory of individual resources
can be in the
plot. The attributes of each dimension to be evaluated
can be chosen to reflect
sustainability, and can be repaired or replaced when new information
obtained. According to Susilo (2003) attributes
of each dimension
of sustainable development can be
analyzed and used to rapidly assess
the status of certain sectors of sustainable development by using multiple methods of non-parametric variables,
called multidimensional scaling (MDS). The results of the
evaluation of the sustainability performance
of this tour package will be the analysis of
linkages and dependencies
among the factors to determine the priority order policy. Dominant factors
will be the basis for building models.
Structural Prospective Analysis
There are some benefit from the
prospective analysis are: (1) to prepare a strategic action that
needs to be done and (2) to see whether changes
are needed in the future. Prospective analysis used to design appropriate policy strategy.
Hartrisari (2007)
suggested stages
in the prospective analysis consists of: 1) Definition of the objectives of the system studied, 2) Identify the factors that influence the achievement of that goal which is usually a system that assessed the needs of stakeholders, 3) Assessment of direct influence between the factors, 4) Preparation of state may occur on the criteria, 5) construction of scenarios, 6) scenario analysis and strategy formulation, 7) Based on the scenario that had been developed previously, then discussed the strategies necessary to achieve the desired scenario or to avoid a scenario that would negatively impact the system.
Research Design and Unit Analysis
The study design was intended to
achieve the 4 kinds of research objectives that have been established, that is by doing the type of
descriptive research, using
survey research methods,
and has a time
horizon of a cross-sectional.
Primary data used is in the form of interviews and research questionnaires to the stakeholders in
the tour and travel agent company named PT. Golden Rama Express. The
secondary data has been obtained from existing company database and from
literature that support this research.
Operationalization of Research Variables
Dimensions of the operationalization of research variables, then the concept of research is intended for
performance before the tour, during
the Tour, the tour leader's performance, and other variables. Indicator
assessment comes from the customer and the tour
participants, the scale of measurement used is "itemized-rating
scale ordinal". Attributes dimensional operationalization of research variables are:
Table 1.
Dimension Attribute of Research Variable Operational
|
Before Trip
|
During Trip
|
Others
|
Tour Leader
|
|
Precision of information
telephone service
agency
staff service
tour preparation
airport handling
|
airline
hotel
food menu
destination attraction
bus and driver
local guide
|
tour package diversity
facilities
supporting utilities
|
Accountability
responsibility
hospitality
knowledge
on time
itinerary
problem solution
team interest
customer need
|
Analysis Methods
Methods
of analysis
used in this research is
descriptive method through a that
will guide the research on such a complex task (Levy and Ellis. 2006).
System approach
is to identify general phenomena which are found in many disciplines, such as
the phenomenon of growth. More systematic, approach is to arrange the empirical
fields in a certain hierarchic order, a hierarchy of systems in which each
higher systems level has a higher degree of complexity. (Borner and Kevin.
2010). To support the system approach then this research using analysis tools
of multidimensional scaling (MDS) dan prospective analysis (MICMAC).
Test of Validity and Reliability
On the sustainability analysis of test validity by
using SPSS, the validity test performed by comparing the correlation coefficient
and the r-table. Value
will be declared invalid if the correlation coefficient > r-table. The next step,
study used the SPSS Reliability Test done
by comparing r cronbach alpha and r-table.
Sustainable Analysis of Tour Package Management Performance
Sustainability analysis in
performance management package tour conducted by
MDS approach through
several phases, consisting of: 1) the stage of
determining the performance attributes
of tour package for each dimension (before the trip, during the trip, other dimensions and the tour leader),
2 ) stage of the
assessment of each attribute
in an ordinal scale
based on sustainability criteria for each factor and
ordination analysis based on multidimensional scaling method (MDS),
and 3) the stage of indexing and the status of sustainability performance management
package tour in the tour and travel agent company. The
range of scores ranged from
1 to 4, which means
starting from less
to very good.
ALSCAL methods optimize
the distance squared (squared distance = 
) against
the square data (initial
point = 
), which
in three dimensions (i, j, k) is written
in a formula called
the S-Stress as follows:
) against
the square data (initial
point = ), which
in three dimensions (i, j, k) is written
in a formula called
the S-Stress as follows:
|
|
RSQ is a weighted Euclidian distance, or written:
 |
Prospective Analysis
1. Direct Technique of MICMAC Method
After getting input from the
study group, then assigned
a contextual consideration of the relationship between sub-matrix elements and
drafted a direct relationship
MICMAC (matrice d'Impact
Croisés - Multiplicaction
Appliquée a un
Classement). Classification of sub-elements are
presented in four
quadrants: Quadrant 1: Input variables (variable
determinant), Quadrant 2: Relay variables
(variable contact), Quadrant 3: Resulting variables
(dependent variable), Quadrant 4:
Excluded variables (independent variables). Taking into account
the Influence (I) and Dependence (D)
of each sub-element, then the matrix
MICMAC direct relationship
can be arranged in place on each ordinate (x,
y) respectively. As in the following matrices:
|
|
|
Figure 1. Relationship simulation MICMAC Matrix
2. Indirect Technique of MICMAC Method
Stages on indirect relationships
implemented are: 1) create listing
variables, 2) describe
relationships between variables, 3) identified the key
variables using MICMAC. Thus, it can set priorities
and sequence of stages of system implementation. As the analysis tool of prospective models has been used morphological
methods. To find these
scenarios, we use morphological analysis to explore
future possibilities in a systematic way,
by studying each combination obtained from the
description of a system. (Godet.
2004)
FINDINGS
Test of Validity and Reliability
Validity and reliability test
was conducted with 90% confidence level using
SPSS v16.00, and performed for 99 respondents
so that df (degree
of freedom) of 97,
obtained subsequent r-table for 0:13.
Calculating the validity of questionnaire data
Junglelicious Africa, Splendid Asia, Australia
and New Zealand Adventurous,
Romantical Europe, and the Marvelous U.S.
and Canada are valid. Based on questionnaire
data Junglelicious Africa, Splendid Asia,
Australia and New Zealand Adventurous, Romantical
Europe, and the Marvelous
U.S. and Canada the
results are reliable.
Sustainability
Analysis of Tour Package Performance
Based on the assessment of the status of sustainability performance management package
tour on the Tour
and travel agent company
performed using rapid analysis appraisal index
for sustainable performance
package tour, generating
an index value of the status of sustainability performance management tour
package on each dimension that is, the dimensions during the trip, before the trip, other dimensions,
and tour leader.
Each dimension or multidimensional
value "stress" that is smaller than the
value of 2.5%, meaning the better the quality of the results of the analysis undertaken.
From the value of R2 (coefficient of determination)
indicates the quality of analytical results the better, because the value of R2 (coefficient of determination) the greater (closer to
1). Thus of the two parameters (value of "stress"
and R2) indicate that all attributes
used in the analysis of the management of sustainability performance is relatively good tour packages
in explaining the dimensions analyzed. Monte Carlo
analysis in MDS
analysis is used to
see the effect of making the error score on each
attribute in each dimension that is
caused by faulty procedures or
an understanding of the attributes,
variation in scoring due to differences in opinion
or assessment by
a different researcher,
the stability of the MDS analysis, fault enter
data or no data is lost, and the value of
"stress" that is too high. The final results of MDS analysis of
the sustainability index has a high level of confidence
Table 2. The results of Monte Carlo
Analysis to evaluate
MDS on 95%
Confidence Interval
|
Dimension
|
Paket Tour
|
Statistic Value
|
Result on 95% Confidence
Interval
|
|||
|
Stress Value
|
R2 (determination
coefficient)
|
MDS
|
Monte Carlo
|
Different
|
||
|
Before Trip
|
Junglelicious
Africa
|
0.165883660
|
0.94292295
|
49.429
|
48.996
|
0.433
|
|
Splendid Asia
|
0.194155797
|
0.91238451
|
75.244
|
74.875
|
0.369
|
|
|
Adventurous
Australia and NZ
|
0.189632414
|
0.911200454
|
71.237
|
72.114
|
0.877
|
|
|
Romantical
Europe
|
0.125815642
|
0.921940148
|
50.289
|
51.324
|
1.035
|
|
|
Marvelous US
and Canada
|
0.138456542
|
0.951246187
|
53.262
|
52.887
|
0.375
|
|
|
During Trip
|
Junglelicious
Africa
|
0.170017764
|
0.935396373
|
69.244
|
68.549
|
0.695
|
|
Splendid Asia
|
0.197451412
|
0.912052415
|
63.412
|
62.321
|
1.091
|
|
|
Adventurous
Australia and NZ
|
0.125149148
|
0.931254046
|
61.355
|
60.783
|
0.572
|
|
|
Romantical
Europe
|
0.101321461
|
0.987126146
|
55.987
|
54.768
|
1.219
|
|
|
Marvelous US
and Canada
|
0.112514817
|
0.962156472
|
57.023
|
56.631
|
0.392
|
|
|
Other
Dimensions
|
Junglelicious
Africa
|
0.163387761
|
0.947272778
|
65.318
|
64.552
|
0.766
|
|
Splendid Asia
|
0.114141941
|
0.942874113
|
52.417
|
51.664
|
0.753
|
|
|
Adventurous
Australia and NZ
|
0.169816414
|
0.928455875
|
52.365
|
51.373
|
0.992
|
|
|
Romantical
Europe
|
0.149784756
|
0.963121841
|
51.478
|
50.743
|
0.735
|
|
|
Marvelous US
and Canada
|
0.177891942
|
0.931241875
|
55.202
|
54.594
|
0.608
|
|
|
Tour leader
|
Junglelicious
Africa
|
0.167298272
|
0.932668686
|
75.645
|
76.218
|
0.573
|
|
Splendid Asia
|
0.198752417
|
0.915896434
|
77.089
|
78.136
|
1.047
|
|
|
Adventurous
Australia and NZ
|
0.117967514
|
0.978451246
|
75.449
|
74.659
|
0.790
|
|
|
Romantical
Europe
|
0.204821201
|
0.919151641
|
72.457
|
72.865
|
0.408
|
|
|
Marvelous US
and Canada
|
0.141564927
|
0.939541646
|
70.149
|
71.187
|
1.038
|
|
Simulation of Tour Package
Performance Management Model
Based on the analysis of the interest level among the factors in
the need analysis and sustainability
analysis, obtained factors that have a high
impact on system performance with low-dependencies among factors. Furthermore, similar
factors are combined, so we get the key factors/determinants.
The importance of these factors then analyzed
again by using the Prospective Program.
Simulation of the three
scenarios can be summarized
in the diagram model
simulation results of the performance management of sustainable tour package as shown in the following table:
Table 3.
Simulation scenarios of
performance management models for each tour package
|
Tour Package
|
Existing Condition of Package Tour Performance
|
Performance Simulation of Sustainable Tour
Package Management
|
||||||||||||||
|
Optimistic Scenario
|
Moderate Scenario
|
Pessimistic Scenario
|
||||||||||||||
|
BT
|
DT
|
OD
|
TL
|
BT
|
DT
|
OD
|
TL
|
BT
|
DT
|
OD
|
TL
|
BT
|
DT
|
OD
|
TL
|
|
|
Junglelicious Africa
|
49.4
|
69.2
|
65.3
|
75.6
|
61.4
|
75.1
|
75.1
|
79.6
|
44.6
|
63.8
|
60.4
|
70.8
|
40.3
|
55.6
|
51.5
|
62.9
|
|
Splendid Asia
|
75.2
|
63.4
|
52.4
|
77.1
|
78.4
|
71.8
|
65.5
|
80.0
|
68.5
|
57.0
|
47.1
|
69.4
|
63.0
|
53.4
|
44.7
|
67.9
|
|
Adventurous Australia
|
49.4
|
69.2
|
65.3
|
75.6
|
76.9
|
75.4
|
68.8
|
79.3
|
65.7
|
57.2
|
46.6
|
66.9
|
59.9
|
54.3
|
42.7
|
56.7
|
|
Romantical Europe
|
50.3
|
56.0
|
51.5
|
72.5
|
61.7
|
71.5
|
64.4
|
77.1
|
45.3
|
64.5
|
48.4
|
69.7
|
42.9
|
48.0
|
45.3
|
58.5
|
|
Marvelous US & Canada
|
53.3
|
57.0
|
55.2
|
70.1
|
62.1
|
69.2
|
67.6
|
75.8
|
42.6
|
65.3
|
50.4
|
72.7
|
42.6
|
52.3
|
48.0
|
58.9
|
note: BT =
Before Trip, DT = During Trip, OD = Other Dimensions, TL = Tour Leader
Research Implications
The performance of sustainable
management of tour package in the Tour and travel
agent company started with a performance appraisal carried out by enterprise customers. Performance appraisals are conducted to obtain the
status of the condition index
value of sustainability management
tour package of tour and travel agent company at this
time. Then do the stakeholders assessment
in order to get the
needs of each actor in the sustainable management
of tour package. The results of
the integration between the needs analysis and sustainability analysis showed the factors that influence the sustainable
management of the performance of the tour package. This
factor is called the "entry
point" in a model of sustainable management of the performance of the tour package. The results of the integration between the needs analysis and sustainability analysis package tour
then get "entry
point" and can be searched factors drive / key will be the basis
for ongoing performance of
tour package.
Table 4. Driving / key factors as the basis for sustainable management performance of the tour package for the next 5 years condition
Tour Package |
Key / Driving Factors |
Junglelicious Africa |
·
tour package diversity
· hotel |
Splendid Asia |
·
tour package diversity
·
tour leader who put interests of the team
|
Adventurous Australia |
·
tour package diversity
· hotel |
Romantical Europe |
· Precision of information
·
tour
leader who put interests of the team
|
Marvelous US & Canada |
· Responsibility of tour leader· Precision of information |
Based on the selected time
frame (5 years ahead) simulated scenarios that will occur in the context of achieving sustainable management
of the performance tour package
with the trend of the optimistic
scenario. The scenario simulated
is an optimistic scenario, moderate, and pessimistic.
The resulting recommendations will depend on the
scenario that occurred.
CONCLUSIONS
This study has been successfully performed observations on
the tour and travel agent package as a study object, which are the tour package of Junglelicious Africa, Splendid Asia, Australia and New Zealand Adventurous, Romantical Europe, and the Marvelous U.S. and Canada. While these attributes are a reflection of the fourth dimension are dimension of before the trip, during the trip, tour leader, and others. These study lead to index value of the status of sustainability performance management on the tour package.
The results of statistical validation tests showed that the sustainability index method is relatively good for use as a performance evaluation tool tour package. In the management of sustainable performance package tour in a Tour and travel agent company should refer to factors drive / key. The driving factor is a factor that has a high impact on system performance with a low dependency factor.
Stage model of performance management are the identification of sustainable tour package of factors, stakeholder assessment, determination of entry points, the preparation of scenarios, and implementation of simulation models in order to achieve the strategic objectives of the management performance of sustainable tour package. Conceptual model described in the operational model in accordance with the results of analysis for the performance of the tour package.
Recomendations
Comprehensive assessment of the
performance evaluation of the tour package tour and travel agent company both
dimensions before the trip, during the trip, tour leader,
and others need to be done periodically so that the value of the actual performance of the tour package can be
known and relied upon in making decisions related with performance management
package tours.
Assessment of sustainability performance tour package in the object study Tour
and travel agents should be
conducted in a separate company
for the tour package Junglelicious Africa, Splendid
Asia, Australia and
New Zealand Adventurous, Romantical Europe, and
the Marvelous U.S. and Canada. Index value based
on the tour package will give you a specific performance
on the tour package
Recommendations for Junglelicious
Africa tour package if moderate or pessimistic scenarios occur:
1) Need to increase
the diversity of the tour package offered in
accordance with the development of world tourism in
order to take the opportunity to develop variations of attractions, so the company can meet customer needs. Increased diversity will
require staff tour
package tour and travel agent
company to continually
develop the company's products. 2)
The need to diversify so that the more varied
the hotel offered to customers. This increase not only in quantity but in quality,
in terms of constantly looking for
a potential hotel
or maintained its
quality and maintain cooperation with the hotels
used on tour. The tour leader responsibility
to design a fun tour and satisfying customer, in
a tour, hotel
accommodation is one of the most important, therefore to consider hotels that
would be used on
tour. Tour leader must ensure the tour
according to plan, this includes the task of the tour
leader for check-in until check-out hotel.
Recommendations for Splendid
Asia tour package in case of moderate or
pessimistic scenarios occurs: 1) Need to
increase the diversity of the tour package offered
in accordance with the development of
world tourism in
order to take the opportunity to develop variations of tour package attractions. 2) Need to increase the
ability of the tour leader
in promoting common interests. This ability affects the dimensions before the trip, especially the handling time at Jakarta airport, the tour leader should
gather participants, counting
the number of participants, organize and
calculate the amount of luggage, get boarding
pass, passport and boarding passes to distribute to the participants, announce
the duration of flight and transit to the
participants, led participants
in the boarding gate and always make sure the
participants are complete before
entering into the plane. In
carrying out its duties, the tour
leader should be
objective and must not give
priority to private interests.
Tour leader is
an important factor in gaining customer satisfaction
because of the performance of the tour leader, tour
operations that distinguish the company with competitors. Performance tour leader
not only affect the valuation of customers,
customer loyalty and word of mouth
communication, but also as a competitive
factor.
Recommendations for Adventurous Australia and New
Zealand tour package if moderate or
pessimistic scenarios occur: 1) Need to
increase the diversity of the tour package offered.
2) The need to diversify so that the more varied
the hotel offered to customers.
Recommendations for Romantical Europe tour package if
moderate or pessimistic scenarios occurs: 1) Need to increase the clarity /
accuracy of information provided. When a customer or prospective tour
participants want to book a package tour, companies need to provide direction
on the current state of destination, as well as travel insurance, language
used, the local currency, and other provisions that are considered important
according to local policy objectives. Submission information can be by
telephone if the customer or prospective participants tour package tour booked
by phone. Staff on duty at the office tour and travel agent company serving all
requests for information regarding travel arrangements online, domestic tours,
overseas tours, shore excursions, meetings, incentive travel, conference and
exhibition. Therefore, it is important to ensure the clarity / accuracy of
information provided to prospective tour participants, customers, or all
agencies and related companies. Important task for tour staff, hotel staff and
packages, and incentive staff to constantly update information on attractions
or tour package in order to keep the information up-date and provide all
information related to travel to prospective tour participants. A variety of
information required can be accessed via the company's website, telephone, or
customers or prospective tour participants can visit the office. Therefore it
is necessary to update the information or complete the tour, attraction or tour
package. The information provided should also be guaranteed for accuracy,
because if the information given to the needs of prospective tour participants,
customers, or parties related to tourist travel are not right or wrong, it will
certainly interfere with the preparation of your tour company can even lose the
trust of customers. 2) Need to increase
the ability of the tour leader in promoting common
interests.
Recommendations for the tour package Marvelous U.S. and Canada if moderate or pessimistic scenarios occurs: 1) Being a tour leader responsibilities as a representative of the company to collaborate closely with all agencies and related companies, understand the contents of the tour product that will be taken, it can be entertaining participants can work together as a team, able to lead different types of characteristics of participants, knew the terrain being visited and knowledge about the objects, and responsible for making the tour to be fun. Tour leader must have leadership skills, can communicate well and good, and can use common sense. Tour leader must be able to maintain the achievements so far have been about as well as personal awareness to constantly improve themselves, 2) Need to increase the clarity / accuracy of information
provided.
Each stakeholder Tour and travel agent company should take an active role in a comprehensive manner to performance management in an integrated tour package, so that the performance management of sustainable tour package can be realized.
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