OUR TEAM:
NUR AFIF PUTRA BIN ABDUL RAZAK (H18A0343)
FITRIYANI BINTI MASUDY (H18A0308)
NOORSYUHADAH BINTI SHAHREL (H18A0311)
AHMAD IZZUL FITRI BIN ISMADI (H18A0727)
NUR YUSMALINNA BINTI MOHD YUSOF (H18A0433)
WAN AMIRAH SHAHIRAH WAN HUSAIN (H18A0661)
INTRODUCTION
Travel
agent is a person who has a full knowledge about tourist product such as
destinations, modes of travel, climate, accommodation and other areas of the
service sector. Travel agent acts on the behalf of product providers or
principles in return to get a commission. Technically, a travel agent is an
owner or manager of an agency, but other employees are responsible for advising
tourist and selling packages tours or individual components of travel products.
A
travel agent may be an individual or firm or corporation which is commonly
known as a travel agency. An agency means the office of travel agent or
organization where all travel goods and services are assembled and coordinated
for the smooth conduct of travel agency business.
Travel
agency is one of the most important organization in the tourism private sector
which plays a significant and crucial role in the entire process of developing
and promoting tourism in the country or at destination. It is a travel agency
which packages and processes all the attractions, accesses, amenities and
ancillary services of a country and present them to tourist.
A
prospective travel agency is one which makes arrangements of travel tickets
such as air, rail, road, and sea. Travel documents also will be arranging by
travel agency such as passport, visa, and other documents that required to
travel.it may also secure travel insurance, foreign currency for travelling
people.
PROFILE BACKGROUND OF OWNER
Datuk
Syed Mohd Razif Al Yahya Syed Yassin is the CEO of the Sri Sutra Travel
company. He was born on April 21, 1963 in Alor Setar, Kedah. In addition to
holding the CEO of Sri Sutra Travel, he also holds the position of Managing
Director of the Main Sutra Group. He is the former President of Bumiputera
Tourism and Tourism Malaysia. He has several other subsidiaries, including
Sutra Utama Sdn Bhd, Sutra Franchise Sdn Bhd, Sutra Network Sdn Bhd, Sutra
Technology (Octraves Technology Sdn Bhd), Sutra Global Planners Sdn Bhd and
Sutra Travel Management Sdn Bhd. He has a wife and is blessed with 3 eyes. He
received his education at the Ashby Road Primary School Ipoh, Perak and
Anderson Ipoh National Secondary School, Perak. Datuk Syed Mohd Razif Al Yahya
Syed Yassin's vision has always been that "tuah ayam nampak di kaki, tuah
manusia tiada siapa tahu". This vision is a clear reflection of his ups
and downs for Datuk Syed Mohd Razif Al Yahya Syed Yassin as a successful
Bumiputra entrepreneur in running a large company in the world of local travel
and travel agencies.
Recalling
his involvement in the business world, Datuk Syed Mohd Razif admitted he did
not expect to be able to go that far. After finishing school in 1981, he
initially dreamed of becoming a flight attendant. However, his desire was not
met by physical factors. However, failure to become a flight attendant does not
preclude a deep interest in traveling and seeing the outside world. He took
another initiative by venturing into the world of local adventure and travel
agencies. In 1983, he began his career in the field with local company Mitra
Malaysia as a sales representative of tourism products. Involvement in this
field indirectly changed his life. As a sales representative, Syed Mohd Razif
met the public at various levels. During his 10 years in the company, he gained
a wealth of experience and was even given the responsibility of starting a new
company as General Manager in 1992. However, he began to think of setting up
the company by himself and his colleagues greatly encouraged Datuk Syed Mohd
Razif. to set up the business itself.
Through
its efforts and the encouragement of its peers, today its own company,
established in 1992, is well established and capable of providing 20,000 travel
products worldwide and 200 tour packages in over 30 countries. In fact, his
company is also the first Bumiputra tourism agency to introduce franchise
concepts nationwide. Boasting, out of a capital of RM100,000 with just five
employees, Datuk Syed Mohd Razif's wholly owned company is now earning RM55
million a year with a workforce of 70 people.
BACKGROUND INFORMATION OF THE COMPANY
Established in 1988, Sri Sutra Travel has grown
to become one of leading travel consultancies and travel agency in Kuala
Lumpur, Malaysia. With a dedicated, experienced and committed team, it has
successfully garnered an extensive market reach in the travel services sector,
both locally and abroad. Located in the heart of the city; Pekeliling Business
Centre, Kuala Lumpur. As a reputable travel agent in Malaysia, Sri Sutra Travel
is strategically placed to work in-tandem with customer’s desires, and
continues offering the best in travel and tourism products including travel and
tour package, hotel booking and other services.
Being
a reputable travel agents based in Kuala Lumpur with over 30 years’ industry
experience in Malaysia, They provide you with the most feasible booking options
for their travel and tour package. Sri Sutra Travel is your travel designer for
air, land and sea. They create the perfect combination of travel. That includes
airport transfers, accommodation, car hire, tailored tours, bus and rail ticket
reservations, acquiring concert and sporting tickets, and a whole load of other
related services that make them distinctly stand out from the rest.
And
with Sutra.my, they have epitomized convenience and customer satisfaction
through the use of both the efficiency of technology, and the warm flexibility
of the human touch. In that, their customers can also benefit by engaging Sri
Sutra Travel’s client service professionals for opinions, assistance and
general consultation. They also had receive many awards for travel agency and
the latest award Sri Sutra Travel had won is in 2014, Million Dollar Travel
Agent (Cathay Pacific, Kuala Lumpur) and they had won a diamond award in that
Award ceremony.
SRI SUTRA TRAVEL MANAGEMENT GROUP :
TYPE OF SERVICE / PRODUCT PROVIDED BY THE COMPANY.
At Sri Sutra
Travel they manage and plan customer’s vacation itineraries from start to
finish, be it an educational voyage or quick city break. They also talk to
their customers and get to know their customer’s travel requirements in order
for them to mould customer’s perfect holidays.
i)
Sri Sutra Travel Vacation
Planning and Management Packages.
-Honeymoon
-Family Vacation
-Adventure Vacations
-Sport Events Package
-Spring Break packages for Families
and Students
-Educational and Cultural
ii)
Other Services
-Travel Insurance
-Visa services
-Money Exchange
-Halal Food
-Tour Guide
-Translators
-Entertainment Tickets
iii)
Sri Sutra Travel’s
License and Membership
-Ministry of Tourism
-Treasury,Ministry of Finance
-Franchise Act 11988
-Malaysian Franchise Association
(MFA)
-Bumiputra Association of Tour and
Travel Agent (BUMITRA)
-Malaysian Association of Tour and
Travel Agent (MATTA)
-International Air Transport
Association (IATA)
-Dewan Perniagaan Melayu Malaysia
Bandaraya Kuala Lumpur
iv)
List
of Airline Partners
-Malaysia Airlines (MAS)
-Emirates
-Etihad Airways
-Qatar Airways
-Singapore Airlines
-KLM Royal Dutch Airlines
-Air France
-Turkish Airlines
-Garuda Indonesia
-Air Asia
-Oman Air
-Lufthansa Airlines
-Korean Airlines
-British Airlines
TYPE OF INTERNATIONAL PACKAGE OFFER
Sutra
Travel Management group have a few type of international package offer. The
first type is honeymoon package. This is for couple who want a honeymoon. They
can choose their own destination on the listed. You don’t have to think too
much because everything because everything will be taken care of them. Other
than that, this company also have a family vacation package. Everyone wants to
have a family vacation. But, everyone have their own desire for example they
want to go where they are but some are not. So that, they can hand everything
to this travel agency to solve their problem and they just need to follow the
predefined destination. Fancy some adrenalin pumping action? Sutra travel have
a solution. Sutra Travel also have adventure vacation package. They have many activities for those who like a
adventure activities such as they have bungee jumping, wreck diving in a
beautiful island, hang-gliding, rock climbing and so on.
Want
to hit two birds with two with a stone. Make that trip a little more exciting
your hand on those tickets. We’ll work all that more meaningful. So you won’t
miss that game, and you won’t miss everything else that comes with a great
holiday. This is one of offered package by Sutra Travel and that is sporting
event package. Spring break package for families and student. If you thinking
of somewhere to go for spring you just can hand up to this travel agency and
they will take care everything for you. And for the last package is education
and culture. Travelling certainly widens the horizons. But, if you want to take
it up a notch, they can do it for you. Whatever your reverence; history,
culture, geography, anthropology or even science, you can put they on the job
and they can help you make an educated decision.
OTHER SERVICE
Sutra
Travel management group have prepared other service to make your trip easier. This
travel agency have prepared travel insurance. With the possibility of
travelling to high-risk areas and in the weak of dangerous circumstances or
political upheavals, you want a travel expert who knows what to do. Because
that assurance is certainly crucial to anyone. Set your mind at ease and let
them have that part of your travel sorted for you. Peace of mind is important.
And you need to get first hand information before you embark on anything. The
second is visa service. With varying policies for each country, we know it’s
hard to be abreast with each and every visa requirement for the places you wish
to travel to. So that, you can just put them to the task of having your visa
effectively managed and save yourself the hassle.
The third service is money exchange. We know
when it comes to exchanging money, the possibilities are endless in exposing our
self to scams and untoward situation. Be
safe and they will inform us of the proper and safe way to go about it. They
also will may even advise us on what to look out for when it comes to money
exchange in the destination you intend to go. Other than that, it’s about halal
food. Sensitivities towards religion are often the norm in norm in most places,
however, it’s always good to know what to expect and where to go with regard to
your requirements. So that, they can help you with that point you to the right
places.
Tour guides. Whether it’s company
affairs, closed group or even family trip, a tour guide adds all that more
meaning to your travel in ensuring you are truly immersed and educated in
what’s around you. Needless to say, having a your guides can be totally
gratifying. However, your needs may be specific in terms of locations, time and
various other considerations. Give them a specifications and they will get
together something that caters to, or is closest to your needs. They also have
translators for you. Whether it’s a business meeting or having over a
dignitary, you’ll want to get it right. They’ll engage a professional to help
you put your word across in the right manner. You could also have a translator
engaged for your own personal needs throughout your trip. And the last service
is entertainment tickets. A concert, a game, a dinner show or even car race.
Have it all jostling and arm twisting. Just make an order with them and you’ll
be set without having to endure the queues.
STRENGTH / POTENTIALS OF COMPANY
Sri
Sutra Travel agency that provide business travel and leisure travel. Business
travel like M.I.C.E, incentives, conferences, events, VIP travel are provided
services to ensure customer enjoy and get experiences to fare and rate
searchers. For leisure travel, Sri Sutra Travel manage and plan for customer
vacation like honeymoon, family vacations, adventure vacation and more
including services like travel insurance, visa service, money exchange and more.
Services
business travel are provided by Sri Sutra Travel is travel fulfillment
services. From flight ticketing, localized record and payment processing,
contact center, hotel contracting and more, it is expert assisting and
providing the support desire. For technology implementation have the
flexibility and convenience to the option of getting real-time alerts through
email or phone messaging with the additional information and can asking to
professionals anytime from anywhere.
Besides
that, the services for leisure travel that providing is travel agencies to
ensure customer safety while their travelling and get information before embark
on anything. Money exchange also provide to ensure the customer in the
destination intend to go to. For muslim customer not to worry about Halal food
when travelling to the other country where there no provide Halal food and
ensure the customer comfortable while travelling.
CHALLENGES / CONSTRAINTS FACED BY THE COMPANY
Challenges
that faced by the company is one of the most important for the Sri Sutra Travel
is to determine and maintain a reliable online presence. Only having their own
website isn’t sufficient to assist that visible in such an abject and demanding
competitive area. Everybody knows that Sri Sutra website shows their online
presence. However, without a responsive website equipped to cope with booking
and answer their client’s question’s efficiently.
Maintaining
on services standard is one of the challenging, in this competitive era where
everybody is prepared to steal their customers. Sri Sutra Travel want to
maintain an indubitable standard of their travel business to retain their
customers. Sri Sutra Travel must leave the travellers who took their services
amazed and pleased together with their excellent services. Although seeming
simple, it’s a awfully complicated and demanding task.
Besides
that, make booking procedure more convenient, calling and booking Sri Sutra
Travel services is simple. However, their customers might not feel the identical.
The mobile era is extremely convenient but competitive, where people use
smartphones for nearly everything. Sri Sutra Travel to throw away the tedious
and complex old booking process.
Furthermore,
knowing client’s requirements, to what extent, Sri Sutra recognize their
customer matters lots during a business. It’s because the more they recognize
them, the higher Sri Sutra recognize customer expectations and demands, thus
gearing up to fulfil customer’s specific and individual needs for better.
Lastly,
maintaining cash flow is a healthy income means Sri Sutra receiving payments on
time and praying their vendors, bill and more on time. Any issue within the
income indicates that either Sri Sutra Travel receiving payments late or paying
their bills late. In travel agencies or any business, cash is that the best
companion to run and sustain it.
STRATEGIES / APPROACHED APPLIED BY THE COMPANY TO SURVIVE IN THIS INDUSTRY
Sri
Sutra Travel do marketing online and that they consider doing it organically
there are two platforms Sri Sutra Travel will consider one may be a costumer
program and another is social media. From both the medium they will draw plenty
of traffic organically without even spending a dime on marketing.
Knowing
client’s requirements Sri Sutra Travel using social media platform to send
blogs, suggestion to create them feel special by doing this will be know their
interest. Make an inventory of the questions asked by a specific client, as
their questions indicate their demands and concerns. Provoke customer advice,
suggestion, feedback, complaints and also the wish to know them just like the
back of Sri Sutra Travel.
Have
a good website attractive and user-friendly website by having high-quality
professional photographs and proper functionality. Sri Sutra Travel also provide
such as hotel, booking flight and other services. Sri Sutra Travel has Sutra
Franchise where they offerings training, tested products, competitive pricing,
business consultancy and more.
REFLECTION
In
this project, there are few things that we have been learned by Sri Sutra
Travel Sdn. Bhd. First, we learned how the CEO of Sri Sutra Travel Sdn. Bhd
build the company with his clear mision and work so hard to achieve that mission.
For example, the CEO use his passion and experience in the travel industry to
help business travel become successful with the best travel arrangements and
promote local tourism. Second, the CEO and his team were providing excellent
customer service to a wide range of customers in a variety of businesses. This
is because the experience and expertise of his team in providing customary make
the company has grown substantially. Third, we learned how the company focus on
solving the problems of customers and helping the customer make the right
choice. So, we should identify first what is the customer’s problem and try to
solve it with intelligence and fairly between the both parties. Last but not
least, the company always come up with innovation that transform not only
products and services but also the people and processes within Sri Sutra
Travel
Sdn. Bhd. For example, they are continuously innovating and transforming themselves
through performance management, which is their approach for improving business
processes that will undoubtedly benefit their clients by using their talents and
experience to enhance their value proposition.
CONCLUSION
In
conclusion, Sri Sutra Travel Sdn. Bhd provide many packages to their customers such
as business travel, leisure travel and other services. Therefore, the company have
become better equipped to provide more value to their clients for relationship
continuity and a brighter as well as more prosperous future. Nowadays, the
company has successfully become a great market reach in the travel services
sector, both locally and abroad. Furthermore, Sri Sutra Travel Sdn. Bhd won
many awards such as Diamond Award (Malaysia Airlines), 1998/1999, Lazare Club
(Malaysia Airlines), 2000/2001, Ruby Award (Top Booking Performance – ABACUS),
2001/2002 and others. And by that, it fully understands that both modes of
travel require a different set of disciplines, service levels, experience, and
the convenience of technology assisted innovation.
APPENDIX
