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The following report is based on Summer Internship at Cox & Kings, Gurugram
from 22 May 2017 to 21 July 2017.I got opportunity to work with Mr. Anup
Gupta, a General Manager of Forex Operation. He assigned me various work
area for of Forex department. The whole staff was very supportive and they were
always ready to teach us as much they can. I got another opportunity by Mr. Anup
Gupta; he assigned me a very interesting field that marketing statistics of Forex
Market. It was a great learning platform for me.
I got a precious opportunity to work with Outbound B2B department at Cox &
Kings, Gurugram, headed by Mr. Krishna Murthy. The whole staff was very
supportive and they were always ready to teach us as much as they can inspite of
the work pressure they were handling due to peak season.
The first part of the report begins with a brief about tourism and current trends in
tourism followed by the importance and objectives of internship. The second part
of the report deals with different types of tourism like inbound tourism, outbound
tourism, domestic tourism etc. As I had my internship in outbound department, this
part also provides brief information about the trend of outbound tourism in India
and also I was aware in outbound foreign exchange business, and also getting
knowledge about income of foreign exchange in India and its benefit for our
The third part of the report gives a detailed description of jobs and responsibilities
handled by me during Summer Internship. The staff was very supportive and
cooperative and helped me a lot to learn the corporate know how of travel industry.
In this span of 2 months, I learnt various skills like sales, telecalling, Forex trading,
emailing, providing travel insurance,Billing,Closing sales, use of intra-net for
making Tour file.
The last section of the report carries out the suggestions and recommendations
based on observations during summer internship for the outbound B2B department
and FOREX department of Cox & Kings, Gurugram.

1.1What is Tourism?
1.2EMPLOYEE in Tourism Industry
1.3Relevance of Summer Internship
1.4Objectives of report writing
1.5Types of tourism
1.6Current trends in Outbound tourism


2.2Product Line
2.3Organisation Structure
2.4Awards & Accolades
2.5Outbound B2B department, Cox & Kings, Gurugram
i. Organisation Structure
ii. Product
iii. Roles & Responsibilities - Employees
- Intern






The Definition of Tourism varies source by source, person by person. There is no
consensus concerning the definition of tourism. Nearly every each institution
defines "Tourism" differently. But when it comes to explain it with the basic terms,
we can sum it up as follows;
"Tourism is a collection of activities, services and industries which deliver a
travel experience comprising transportation, accommodation, eating and
drinking establishments, retail shops, entertainment businesses and other
hospitality services provided for individuals or groups traveling away from

In order to prevent the disaccords to define "Tourism", UNWTO defined it as

indicated below;

"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."
Tourism has different types depending upon various factors like money, age, time,
preference etc. Some of the types depending on these factors are as follows:
Outbound tourism comprises the activities of residents of a given country
travelling to and staying in places outside their country of residence and outside
their usual environment for not more than 12 consecutive months for leisure,
business and other purpose.
When tourists visit a country other than their place of residence for not more
than 12 consecutive months for leisure, business and other purpose, then for
that other country, the incoming of these tourists is inbound tourism
When residents of a country visit their own country for tourism purpose
MICE tourism refers to a specialized niche of group tourism dedicated to
planning, booking and facilitating conferences, seminars, and other events.
Adventure travel is a type of niche tourism, involving exploration or travel with
a certain degree of risk (real or perceived), and which may require special skills
and physical exertion


Tourism Industry is The service industries which benefit
from tourism include transportation services, such as airlines, cruise ships,
and taxicabs; hospitality services, such as accommodations, including
hotels and resorts; and entertainment venues, such as amusement parks,
casinos, shopping malls, music venues, and theaters.
The tourism industry of India is economically important and grows rapidly.
The World Travel & Tourism Council calculated that tourism generated
INR6.4 trillion or 6.6% of the nation’s GDP in 2012. It supported 39.5
million jobs, 7.7% of its total employment. The sector is predicted to grow
at an average annual rate of 7.9% from 2013 to 2023. This gives India the
third rank among countries with the fastest growing tourism industries over
the next decade. India has a large medical tourism sector which is expected
to grow at an estimated rate of 30% annually to reach about 95 billion by
2015. This paper discusses how India is emerging as a popular tourist
destination in the world, driven by the focus on innovation and creating
value for tourists. It aimed change the attitude and behavior toward foreign
tourists by stressing on the aspect that a guest has been held in high esteem
in India since ancient times. It also examines the impact of India’s
economic growth on tourism, Contributors to economic growth, Role of
Tourism industry in India’s GDP, Foreign versus Domestic Tourists.


Despite the ever-increasing and unpredictable shocks from terrorist attacks and
political instability, to health pandemics and natural disasters, Travel & Tourism
continued to show its resilience in 2016, contributing direct GDP growth of 3.1%
and supporting 6 million net additional jobs in the sector. In total, Travel &
Tourism generated US$7.6 trillion (10.2% of global GDP) and 292 million jobs in
2016, equivalent to 1 in 10 jobs in the global economy. The sector accounted for
6.6% of total global exports and almost 30% of total global service exports. For the
sixth successive year, growth in Travel & Tourism outpaced that of the global
economy (2.5%). Additionally in 2016, direct Travel & Tourism GDP growth not
only outperformed the economy-wide growth recorded in 116 of the 185 countries
covered by the annual economic impact research (including in major Travel &
Tourism economies such as Australia, Canada, China, India, Mexico and South
Africa), but it also was stronger than the growth recorded in the financial and
business services, manufacturing, public services, retail and distribution, and
transport sectors.
Throughout the world, tourism brings money to cities and countries. Tourism
also provides jobs for the local residents, further benefiting the destination.
India has realized the profits available from this sector. Thanks to its growing
economy and promoting itself as a culturally rich and diverse nation, India’s
tourism industry now brings billions of dollars into the economy each year. The
growth in the tourism industry is due to the rise in the arrival of more and more
foreign tourists and the increase in the number of domestic tourists.
The importance of human resource in the tourism industry cannot be denied.
The tourism industry is a people business which is customer-driven and
experience-focused. As a matter effect, the human element plays a major part in
the overall success of any organization especially in a service industry such as
the tourism business. Many members of the workforce (tour leaders, guides,
sales officers and receptionists) are in direct contact with the guests and are
seen as been involved in achieving the objectives of the hotel.
The quality of service offered is dependent not only upon the skills but also upon
the attitudes of the staff. The latter are part of the finished product for which the
customer is paying. Customer satisfaction is likely to be affected as much by the
tour package provided, accommodation or other facilities during the whole tour as
by the courtesy, helpfulness and personal qualities of the staff. Therefore both the
skills and the attitudes of the workers are essential if the demands of the customer
are to be met satisfactorily. This places particular importance on human resource
management in tourism industry.


How important is it really to do an internship before applying for a job? Do you
need to get the hands-on experience that is talked about when discussing the
importance of internships or is it a matter of just landing the right job?
Internships are a proven way to gain relevant knowledge, skills, and experience
while establishing important connections in the field. Internships are also a way to
get your feet wet and find out if a specific field is something you could see
yourself doing full-time. Internships may be completed during fall or spring
semester or full time over the course of the summer. Unpaid internships may be
easier to get but may also pose problems if making money is necessary, especially
during the summer. The problem is there are many who cannot afford to work for
no pay, so they are forced into doing menial jobs such as wait staff or bartending to
work their way through college. It may preclude some from doing an internship
which may be a detriment when hoping to get a full-time job.
Internships are a great way to learn the ropes so even if you find yourself filing or
making coffee, as long as you‘re learning about the field take advantage of the
opportunity and don’t take the experience lightly. Asking questions is one key to
learning in an internship and keeping yourself flexible throughout the internship
can open many doors.


The internship provides practical exposure to the theories taught at educational
institutions for a short period of time. Following are the objectives of internship:
1. To build up required skills for the job
2. To increase opportunities of getting good job
3. Internship gives a great chance to transform intern into full-time employee
4. To select suitable career path
5. Internship is a great opportunity to connect with the professionals


Reports communicate information which has been compiled as a result of research
and analysis of data and of issues. So, the report helps us to fulfill the following
objectives in written form:
1. To record the learnings from internship
2. To review the practical training received during the internship period
3. To help the teacher evaluate students’ performance in the organisation
According to UNTWO, Indian outbound tourism has potential to grow to 50
million by 2020. According to the Ministry of Tourism and World Bank, 21.87
million Indians travelled overseas in 2016, 7.3% more than in the year
2015. According to statistics, Dubai, USA, Thailand, and Singapore are the top
choices for Indian outbound tourists. The UK, Australia, Indonesia, Turkey, Oman,
Sri Lanka and Maldives are the other conventionally most visited countries by
Indian travellers. In recent times, countries such as Canada, Philippines, Mauritius,
Jordan, Taiwan and Kenya are also showcasing an increase in Indian tourists
rush. The Philippines has witnessed a growth of 28% in Indian tourist arrivals
during January-February, 2017, compared to the same period last year. As per the
official data released by the Department of Tourism (DOT), Philippines, more than
19,000 Indians visited the Philippines in the first two months of 2017. An official
from the Philippines Tourism Marketing Office India, stated, “Over the years, we
have seen a steady growth in Indian tourists to the Philippines and are confident
that this trend will continue. We are extremely delighted that the year 2017 is
giving us a good start and our continued efforts in targeting the Indian holiday
planners through aggressive marketing initiatives will yield even better results by
the year end. We want to leverage on our tourism product offerings and attract the
Indian traveller to soon achieve our target of 100,000 tourist arrivals to the
A number of factors have contributed towards the growth of outbound Indian
tourism and travel industry, the most prevalent being: an increase in GDP over 7
pc, growing air connectivity due to low-cost carriers (LCCs), an increase in the
expanding urban middle class and growth of woman and senior travellers. An
Indian tour operator commented, “Indians have developed a knack for travelling
abroad. A few of my clients have come up to me and requested for specific foreign
destinations after watching a certain Bollywood film or seeing a travel show. Then
there are some who specifically ask for adventure foreign destinations. In short,
Indians have now found several reasons to travel abroad as opposed to not
travelling abroad. They now have proper access to information and resources to do
so; hence they don’t bat an eye before travelling abroad.”

Cox was born in Yorkshire in 1718. Richard Cox came into the service of the English
General, Lord Ligonier, as a clerk in the early 1740s. His career took off when Lord
Ligonier led the Flanders campaigns of the War of the Austrian Succession. In one letter
sent back to London, Richard Cox makes a demand that “suitable winter provisions and
housing should be made available for the three English companies” and he became
entwined with logistics and the general welfare of the troops. Ligonier made Cox his
private secretary in the late 1740s, went on to become the colonel of the First Foot
Guards (Grenadier Guards) in 1757, and rewarded Cox with the post of 'military agent'
after the incumbent died in May 1758. Thus was born Cox & Co.
There were about a dozen main agents working for the army at the time and each
regimental colonel chose one to serve their troops. These agents arranged the payment of
officers and men, organized the provision of clothing, acted as intermediaries for the
buying and selling of officers' commissions and acted on any special requests from the
regimental adjutant. Duties ranged from the shipment of personal effects to the
requisition of weapons or supplies. Cox had taken on the most prestigious infantry
regiment, and the 63rd Regiment and the Royal Artillery soon followed.
In 1765 Cox went into partnership with Henry Drummond, whose family ran the London
bank. By the mid-1760s Cox & Drummond had blossomed to become agents for the
Dragoons and eight more Infantry regiments. Success was built on the company’s
reputation for keen attention to the welfare of its regiments. In 1763, for instance,
when Robert Clive stormed the fortress of Gheria in India, Cox successfully negotiated
with the East India Company who had 'borrowed' stores from Cox's clients, the Royal
Artillery. He arranged to receive repayment from the East India Company by way of
plunder from Gheria. He had this converted into silver in India and shipped back to
London where the funds were returned to the Royal Artillery.
Back home, Cox's house on Albemarle Street (opposite the present day Ritz Hotel) was
famous for its parties. In addition, he was a patron of the arts, being acquainted with
David Garrick and other notable actors of the time, and was a founding financial investor
in the rebuilding of the Theatre Royal in Drury Lane. He was also a generous benefactor
to St George's Hospital on Hyde Park Corner (now the Lanesborough Hotel). The records
of the family estate at Quarley show that Cox spent over £3,000 per annum running it,
much of it lavished on his wife.
By 1768, Cox & Drummond was flourishing with a turnover of £345,000 per annum.
During the 1770s the company continued to grow, aided by war in the American
Colonies and the threat of invasion from France. Cox repeated his good fortune with
business partners, taking in MrMairupon Drummond’s death in 1772, followed by his
own son Richard Bethnell Cox in 1779 and then Mr Greenwood in 1783. It was during
this time that the company expanded its banking interests, offering loans and accounts to
exclusive members of London's elite. Frederick, Duke of York, introduced Cox's business
partner Mr Greenwood.
The company was thriving by the time of the outbreak of war with France in 1793,
employing some 35 clerks. In 1795 they served 14 regiments of cavalry, 64 infantry
regiments and 17 militia regiments, becoming the largest military agent for the army.
Richard Cox died in August 1803, leaving his grandson Richard Henry Cox firmly
established, with Mr. Greenwood as controlling partner.
19th Century Onwards
Cox & Co grew through the 18th and 19th centuries. Timely alliances with the great
banking families such as the Hammersley and Greenwoods secured an established
position in London, and by the end of the 19th century most regiments used Cox & Co as
their agents. As the empire grew, Cox & Co met the demand for officers to be looked
after. The company set up five branches in India between 1905 and 1911.
At the start of World War I, Cox & Co employed some 180 staff, of which one third
joined the army. During the war some 250,000 men were on their books, 50,000 cheques
were cleared a day and a special department was set up to deal with the influx of
American soldiers in 1917. By the end of the war some 4,500 people worked for the firm.
Cox & Co suffered a downturn in business as a result of the end of the war in 1918.
After the war, Cox & Co. expanded to Alexandria and Egypt (1919 and 1920)
and Rangoon (1921). In October 1922, Cox & Co bought Henry S. King Bank, who had a
large network of branches in India. They also moved into new offices in Pall Mall.
However, in 1923, still suffering from the 1918 downturn, Cox & Kings was forced to
sell to Lloyds Bank.
During the 1930s, Lloyds sold its Indian interests to Grindlays Bank, who also took the
travel and shipping agencies, which continued to flourish in India.
Luxury train-based tourism in India and operating a luxury train to be called 'Maharajas'
Express'. In the year 2009, the company acquired East India Travel Company Inc, a US
based company. They incorporated a subsidiary company in UK, namely Quoprro Global
Ltd. Also, they incorporated a step down overseas subsidiary company in Hong Kong. In
January 27, 2009, the company became a public limited company and the name of the
company was changed to Cox & Kings (India) Ltd. In December 2009, Cox & Kings
(Australia) Pty Ltd, a subsidiary company acquired 100% stake in My Planet Australia
Pty Ltd & Bentours International Pty Ltd, Australia. From March 6, 2010, 'Maharajas'
Express' train, operated by the joint venture company, Royale Indian Rail Tours Ltd,
started its journey. The train has a total coach of 23 coaches with passenger capacity of
84. Founded in 1758, Over 250 Years of Celebration Cox & Kings, the world’s longest
established travel company, has seen a remarkable journey since its inception by Richard
Cox, Colonel of the First Foot Guards (Grenadier Guards), in May 1758 unfolding the
unexplored treasures of the Indian Subcontinent.

Cox & Kings is the oldest and longest established tours and travels company in the world.
Established in 1758, the company has headquarter in Mumbai with a presence in over 13
countries worldwide. The services include destination management, domestic and
international holiday packages, luxury travel, business and MICE, NRI and foreign
exchange solutions, as well as insurance.

From taking cautious steps in an unknown terrain to becoming the Subcontinent’s one-
stop travel solutions provider, it witnessed astonishing stories of enterprise and numerous
solvent and creative associations.




(Duniya TOURS (Bharat
Dekho) Deko)



 Incentive and Conference Solutions
The Incentive Solutions Division of Cox & Kings provides cost effective
travel incentive schemes for clients that recognize and reward exceptional
effort of its employees, customers, suppliers or dealers.

 Domestic Holidays
Bharat Dekho Tour packages offer group holidays in India, with a carefully
selected itinerary of essential sightseeing, buffet meals, tour managers and
first class hotels.

 Trade Fairs
Cox & Kings Trade Fairs not only ensures confirmed accommodation and
city center hotels during the fair period but also add-ons such as factory
visits buyer-seller meets, city tours to technical assistance, all at the most
attractive prices.

 Destination Management
Cox & Kings operates a range of group and individual tours to destinations
throughout the Indian subcontinent for clients from all over the world.This division
also provides specialist services to foreign participants visiting India for
international meetings, conferences, ad hoc incentives and exhibitions. It also
caters for domestic conferences and corporate incentives & international cruise.
 Outbound Tourism
DuniyaDekho are escorted group tours designed for like-mindedIndian passengers,
with Indian meals and Indian Tour Managers. The itineraries are carefully planned
coach tours with a mix of essential sightseeing and activities.
Flexihol offers tailor-made international holidays and travel packages with a wide
range of sightseeing tours and experiences to suit individual taste and budget.
 Business Travel
Cox & Kings is one of the market leaders in business travel services in India,
offering a full range of business travel services to over 200 corporate clients,
including major multinational companies.
C&K's strength in this business area is evident when one of the world's largest
conglomerates in business travel, Radius the first truly global travel management
partnership merged with Travel Trust International and Woodside Travel
Management Corporation in 1992 selected Cox & Kings as their Indian Partner.


Cox & Kings has been serving the world for the past 250 years and since its
inception, the company is continuously adapting itself according to the customer’s
needs. As a result, Cox & Kings has won great name and awards in the travel
Some of the prestigious awards are enlisted below:
 The Hospitality India Travel Awards:

- Cox & Kings for the Best Domestic Tour Operator - 2015
- Cox & Kings for the Best Outbound Tour Operator -2015

 World Travel Awards 2015

- India’s Leading Travel Agency – 2015, 2016 & 2017

- India’s Leading Tour Operator – 2013, 2015, 2016 & 2017
- Asia’s Leading Luxury Tour Operator - 2015, 2016 & 2017
- World’s Leading Luxury Operator –2015

 Cox & Kings Trade Fairs was recognised as Champions of ChinaPlas for
2015 - April 2015
 Air China Top Agent Award to Cox & Kings
 ‘Game Changer of the Year’ award by India Travel Awards 2015 to
UrrshilaKerkar, Executive Director.
 The Pacific Asia Travel Association (PATA) Gold Award 2015 to Cox &
Kings for ‘Grab Your Dream’ in Marketing.
 Adventure Travel Category - 2015
 German Consulate recognised Cox & King’s committed support to South
West Germany Tourism - 2016
 ‘India’s Favourite Tour Operator’ by Conde Nast Traveller India Readers'
Travel Awards: 2016
 ‘Best Tour Operator’ by Travel + Leisure Awards: 2016
 ‘Marketing Media - Social Media SM category’ by PATA Gold Awards:


I did Summer Internship at Cox and Kings from 23 May, 2017 to 21 July, 2017.
During my internship, I got a chance to work in Outbound (B2B) Sales and
Operations department of Cox and Kings, Gurugram headed by Mr. Krishna
Murthy. Outbound B2B department of Cox & Kings, Gurugram manages all the
franchises of Cox & Kings in Northern India region and along with that it also
markets and sells its products to the local travel agents.

The department is basically divided into two parts where sales team markets its
products to travel agents and takes relevant queries from the local agencies while
the operations team works on the queries assigned by the travel agencies and do
the paperwork associated with the respective queries.

Mr. Krishna Murthy

( OBT B2B Head, North India, COX &

Mr. Aninda

Mr. Randhir

Miss. Shweta

Mr. Sanjeev

Mr. Nitin Adya

Mr. Amit

Mr. Anuj


The products offered by Cox & Kings B2B department are divided into 3 types as
described below:
Duniya Dekho are escorted group tours designed for likeminded Indian passengers,
with Indian meals and Indian Tour Managers. The itineraries are carefully planned
coach tours with a mix of essential sightseeing and activities.
The hotels used are normally first class hotels ranging in the 3 star to 4 star
category. Optional excursions are also provided which can be chosen to enhance
the holiday experience.
The advantages of these tours are that they are value for money tours. The tours are
quite fast paced and the Indian meal provided at Indian restaurants give the home
like feeling to the holiday away from home. Moreover, the presence of Indian Tour
Manager helps to engage with the foreign land more easily and effectively.

Instant Holidays have a motto of“Choose >> Pack >> Fly.” Featuring curated
itineraries where there is a flexibility of taking optional tours with some amazing
attractions. From flights and hotels to meals and transfers, everything is taken care
of in these tours.
The availability of private and flexible tours makes it different from DUNIYA
DEKHO. One more specialty of these tours is the inclusion of only breakfast
which makes it easier to explore the local cuisine of the destination.

Flexihol offers international tailor made holidays and personalized holiday
packages with a wide range of sightseeing tours and experiences to suit individual
taste and budget.

Flexihol Holidays include Romantic Getaways, customized holiday packages to

Europe, the Far East, Australia & New Zealand, Africa, tours to the Middle East,
and custom holidays to America. Rail Europe holidays, tours to exotic islands, and
instant holidays for short durations are also available.

Cox & Kings is amongst the leading retail forex dealers in the country. We were
one of the first travel companies to be granted the license as the Authorised Dealer
- Category II under the new licensing regime.
Cox & Kings Students Forex Services offers a one-stop shop for complete foreign
exchange solution to its student who wishes to study abroad. Cox & Kings has over
16 years of expertise in retail foreign exchange.

Visa allows business people to make a short business visit to the country they wish
to visit for their official / Business purpose. Business activities may include a
conference, negotiation or exploratory business visit. Short-term work is only
permitted in strictly limited circumstances. Visa is available to all passport holders
who want to visit any country for business purposes. Sponsorship may or may not
be required; this depends from country to country.


- Employees
The roles and responsibilities of employees of Outbound B2B department are as
1. To market the products offered by Cox & Kings to registered travel agencies
through tele-calling and emailing
2. To take queries from travel agencies related to the products offered
3. To provide required travel facilities at the earliest
4. To revert on pending queries within 24 hours
5. To take payment from clients on time
6. To complete the files of respective clients with relevant documents
7. To assist the travel agent if client needs some help during on tour
8. Follow up

- Intern
During my summer internship with outbound B2B department, I got a chance to
understand the working style of Operations team under Mr. AnindaBhattacharjee
and Miss Shweta Kashyap in the newly shifted Gurugram office of Cox & Kings.
During the internship period of 8 weeks, I had following Roles & Responsibilities:
1. Understand the range of products offered by Cox & Kings
2. To market the new product launched by Cox & Kings through tele-calling
and emailing
3. To create innovative fliers and captions for promoting the new products
4. To enter the new bookings in intra-net- the internal network of Cox & Kings
5. Filing of client’s bookings
6. Communicating with Accounts department for completing the billing
process to handover the necessary documents to the passengers


This section briefly describes the jobs performed in 8 weeks span of Summer
Internship in outbound B2B department and Forex sales and operation of Cox &

Here I was trained about of selling Foreign Exchange to the FIT guest. Our
worked assigned as this structure that we have to call the entire FIT customer
who booked our FIT packages, and convinced them for taking Foreign
exchange from ourselves.


Here I was trained about of selling Foreign Exchange to the GIT guest. Our
worked assigned as this structure that we have to call all the GIT customer who
booked our GIT packages, and convinced them for taking Foreign exchange
from ourselves.

Here I was supervised under MR. Chandan Rawat (Forex Operation Franchise
Head), I was learned lots of operation work about making Insurance. I was also
worked under him for Internal Audit of Forex Department.


The first task assigned to me and my other two colleagues from Kurukshetra
University was to market the new product i.e. Monsoon offer launched by Cox &
Kings on 24th May 2017. To do so, we were given a list of all the franchises under
Cox and kings and travel agents from Northern India. Through tele-calling, we
were asked to inform the details and benefits of the new product and also to ask for
any query if possible.
This task doesn’t only helped me to learn how tele-calling is done in corporate
world but also gave me an inner confidence to handle such things in future.
The company has database of around a thousand travel agencies consisting their
name, address, telephone numbers and email id. So, to enhance the number of
responses for the newly launched product. Emails consisting information regarding
the products were also sent alongwith Tele-calling.
The Head of OBT B2B, Cox and Kings, Gurugram,Mr.Krishna Murthy gave me an
opportunity to create flyers to make the promotional emails more lucrative,
informative and attractive. This activity helped me to learn a totally new thing and
to understand that while in trade, you need not only to stick to the traditional work
but along with this one also needs to be creative and open to new things.

Following are the flyers designed during summer internship:


Intra-net is a type of network used by internal employees of a company. In
Outbound B2B department of Cox and Kings, intranet is used to record all the
travel agents and customer related data right from booking to recording the full
amount paid by the customers and entering the database of travel agents who want
to attain the franchise or just want to have a connection with this 250 years old
travel agency.

The process of entering a booking in intranet is as follows:

The first step is to Login the intranet with id and password then filter the Cox &
Kings branch to Delhi and enter the name of local agent through which booking
has been done. After this, the head customer’s details are filled along with the total
number of pax. The next step is to choose the type of category as required by the
customer. To complete the booking process, passport copies of all the travelers and
pan card of the group head or individual is compulsory. After filing all these
details, a PNR is generated which helps to add further details of the customer on
this booking as required according to the rules and regulations.

During my training I arranged and managed the cliental file which is opened in the
name of client. This file mentions everything regarding the tour of a tourist or a
group of tourists. Usually, the cover page of file mentions departure date, name of
lead PAX, no of adults and child, type of transport (air, water, road and rail),
duration of tour, destination, total cost of tour, date of booking, the name of sales
and operations executive for the file etc.
The documents included in a file are: PAN Card of lead PAX, Passport copies of
each passenger, Cost Sheet, Booking Form and forex form.


I. There is a need of Liaison officer who can do the filing work so that
operations team can focus more on pending queries and generate more sales

II. There should be fixed lunch timing as sometimes it happens that employees
have to skip lunch because of the excess work pressure

III. There should be fixed working hours

IV. Some incentives must be given to employees based on the performance to

boost their motivation level and employee satisfaction