BUSINESS REPORT ON ACS TRAVEL AND TOURS

GABRIELLE DABBIE S. BENTOY

FATIMA JEAN L. BUENO
AXL MIE E. CAMPOMANES
GLYZE ANGEL S. DESCALLAR
CARLA MAY T. DODO
KEANA ANGELI B. DONGA
IRIS GRACE L. JUANIZA
CRISTIAN N. LUMBRE
DIANE L. MIEDES
ALYSSA JANE C. SAMOSINO
Grade 12 – St. Timothy

February 2020
I. Name of the Business

ACS Travel and Tours

II. Owners/Incorporators of the Business

The company is composed of limited employees since the company is

still small and does not need much number to run the business.

The agency is owned by Alicia C. Samosino, who is also the General

Manager of the company. She supervises and leads the company's
operations and employees. She ensures the smooth operation and high-
quality customer service provided in each transaction, company’s
productivity and efficiency including implementing business strategies, and
evaluates the company’s performances.

Under her is Angielyn H. Ferrer, who is the Operations Manager of the

company. She is part of the leadership team and is in charge of providing
inspired leadership for the operation of the agency's lines of business that
involves making important policy and strategic decisions, as well as its
development and implementation of operational policies and procedures.
She also assists in recruiting, when necessary, and help promote a
company culture that encourages morale and performance.

Hargielyn G. Jastillana is the Reservations and Ticketing Manager of

the ACS Travel & Tours agency. She manages the booking and
confirming of reservations for passengers on scheduled flights. She plans
the itinerary and other travel arrangements at the request of the customer.
She is also in charge of answering telephone inquiries about schedules,
fares, arrival and departure times, and cities serviced by the agency. She
maintains an inventory of passenger space available so she can notify
other personnel and ticket stations of changes and try to book all flights to
capacity.

The one who monitors and analyzes accounting data and produces
financial reports or statements is Irene C. Ormo, who is the Accounting
Manager of the company. She manages and oversees the daily
operations of the accounting department, enforces proper accounting
methods, policies and principles, and establishes financial status by
developing and implementing systems for collecting, analyzing, verifying
and reporting information.

The nonsupervisory employees of the company are Michareal J.

Superales, Gina D. Quiban, and Jennie M. Toledo. They perform a wide
range of job duties and do not supervise other employees. They are the
ones who contribute effectively towards the successful functioning of the
 agency. They achieve the assigned targets and tasks within the stipulated
time frame with the supervision of the managers in the business.

III. Business Tagline

"Fly to share moments to remember."

Since the company is a travel and tour agency, the tagline highlights
the business’ positioning and identity that the people can associate with
and the value it provides. The tagline shows what the company can offer
to their customers or clients in the means of travelling by air and touring
around the world to make memories worth to be shared and remembered
with their loved ones or even by themselves.

IV. Type of the Business

The company is solely owned by Alicia C. Samosino thus, the business

is a sole proprietorship. The agency is owned only by Ms. Samosino and
the business is considered as an extension of her own.

V. Nature of the Business

The business offers wide range of services given that it is a travel and
tour agency. Its nature is to offer service to the people in regards of
travelling in different countries around the world. These are the services
offered by ACS Travel and Tours agency:

 Domestic and international ticketing

 Tour packages local and international (groups or individual)
 Passport and appointment services
 Tourist visa processing (Japan/Korea/USA/Dubai/Taiwan/Australia
Europe/Schengen & UK and other countries)
 Hotel booking local and international
 Travel insurance
 PSA processing (birth certificate/ marriage certificate and others)

VI. Objectives
The main objective of the firm is to provide quality service to various
target customers, in the process fully satisfying their needs. This shall be
undertaken through recruitment of a professional team and the provision
of good quality custom-designed travel packages, catering to the client's
needs. Specifically, the ACS Travel and Tours aims to:
  Provide a high standard of services suitable for individuals seeking
relaxing, comfortable and memorable experiences in the hospitality
and tourism industry.
 Provide the tourist market with the quality personal required by the
tourism industry.
 Produce expeditions and memories that would satisfy each and
every single of the customers.
 Evaluate current cultural, economic, and social issues affecting the
tourism and travel industry.
 Participate in both local and regional community service by
providing general lectures, consultation, and training programs.

VII. Core Values

The ACS Travel and Tours, as a well-established and professional

workplace, has instilled certain core values which are at the foundation of
everything. These core values are the guiding principles on how the firm
should function in the corporate world and even beyond the industry, such
as serving to communities. The following are the core values of the
company:

 Integrity. ACS Travel and Tours is committed to conduct business with

a high standard of ethics, honesty and integrity. The company shows
respect for and value all individuals for their diverse backgrounds,
experiences, styles, approaches and ideas. Integrity for the entity
means relating to people in a way that is authentic and true. The
company values business partner, collaborator, employee and client
relationships. The firm listens to others for understanding and that trust
must be earned. Everything follows a due process to uphold the
integrity of the systems the company follows. Specific standards and
measures are established to promote a systematic control and
management.
 Quality. The company is dedicated in the review from showing
excellent quality of services. Whatever available services being
offered, the firm is prepared to offer knowledge with honest and
accurate information. ACS Travel and Tours meticulously select the
accommodation and itinerary proposed according to experiences and
the feedback from customers. The company is composed of highly
trained and capable staffs committed to ensure that the agency's
services are well-performed. This value is to continuously provide
enjoyable quality excursions/trips on time and on budget and develop
 enthusiastically satisfied customers all the time through the services
offered by the company.
 Innovation. ACS Travel and Tours is devoted to innovation. In terms
of technology, services and travel ideas, the company ensures it is in
accord to the signs of the times. It is the company's responsibility to
keep up to date of all technological issues and opportunities by using
software tools that ensure the best quality of services for the clients
and also by developing our software tools, customized to the company
and clients' special needs and requirements. This value emphasizes
the continuous search for new ideas and innovative solutions. The
company, with this value, aims to increase the productivity of the
employees and provide services faster, easier and more efficient.
 Passion. The company is passionate about the showing the essence
of travelling and making the most out of life through adventures.
Passion is what drives the human resources to constantly seek
improvement for the purpose of providing the best services that can be
offered. With enthusiasm and dedication to the company and each
partner, the goals and objectives of the company can be attained. This
value hopes that the human resources of the company will find
meaning in their work and inspire one another to do things with
passion. The ACS Travel and Tours employees shall work hard to
make sure that clients take home the very best memories of the
company, people, and the insightful travel.

VIII. Mission

ACS Travel and Tours is a provider of competency-based expeditions,

multi-theme activities, economical and sustainable tourism projects. In line
with transformation in this sector and relevant to those who aim to pursue a
budget quality experience in the tourism and allied industries, the firm
commits to actively seek the continual improvement of performance programs
and its parts, through sharing of agglomeration of capabilities, knowledge,
resources, influences and information within institutional structural and
reporting arrangements.

IX. Vision

A premiere leading travel agency recognized by organizations and

travelers alike as one of the Davao City’s outstanding center of tours.

X. Brief Background of the Business

 ACS Travel and Tours is a travel and tours agency that offers local and
international tour packages for groups or individual. The agency was
established in the year 2011, in the parts of Davao City. Its main office is
located at the Door B, The Site, Jacinto Extension Corner V. Mapa Street,
Davao City. With its steady growth over the years, ACS Travel and Tours
build its branch office in the year 2019. The new branch office is now located
at the Ground Floor, Gaisano Citygate Mall Buhangin, Davao City.

The company aims to leisure clients through providing local and

international tour packages for groups or individual. It is a travel and tour
agency that gives satisfaction and best services to clients. ACS Travel and
Tours ensures that the clients can get out, explore, enjoy, and make new
memories in their travel. The services and products ACS Travel and Tours
offers are local and international tour packages, domestic ticketing,
international ticketing, passport and visa processing, package tour
arrangement, hotel and resort booking, and travel insurance. Documentation
facilities for travel documents such as passport are carefully handled by
experienced staff; visa and immigration assistance are also provided.

ACS Travel and Tours is accredited with Department of Tourism and City
Tourism Office, member of DTAA and DATO offering a local and international
tours and tickets. It has received awards which emphasizes the quality of
service provided to the clients. The agency holds clients in the highest regard,
ensuring that they receive the best quality and personal service levels with
the lowest possible group rates negotiated. This travel and tour agency seek
to differentiate itself as a premier adventure travel company. As it expands, it
will take on people and extend into related markets and services. Also, the
agency will seek for influence by building relationships and interactions with
appropriate strategic allies.

XI. Code of Conduct

XII. Benefits of the Staff, Partners and Stockholders of the Business
XIII. Business Strategies
According to Management Study Guide (2015), marketing strategies are
the comprehensive plan formulated particularly for achieving the marketing
objectives of the organization. For the ACS Travel and Tours, it guides them
in fulfilling their marketing strategies. It enables them to focus on their scarce
resources on the best possible opportunities to increase the sales. More so, it
gives the firm an edge over other competitors in the industry. The goal of
these marketing strategies is not only on merely promoting their services but
also guaranteeing revenues and elicit customer loyalty. During the interview,
the employee mentioned about the three main strategies that they are
implementing. These are Market Penetration, Market Development and
Service Development.

Market Penetration is one of the most common strategies done by most

business entities. This strategy aims to increase market share of current
services in current markets through greater and more extensive marketing
efforts. This strategy allows the company to reach out to the customers,
especially when there are new services being offered. Well-done and
informative brochures, fact sheets and business cards often have a triggering
effect on clients contemplating utilizing our services. These promotional
materials will help them understand the types of services we offer and
advantages of utilizing them. Aside from the entity’s available flyers and
business cards in the offices, the company goes digital in their promotional
activities. Social Media is an inexpensive and available way of attaining
visibility and potential in the market. Thus, the ACS Travel and Tours makes
use of their Facebook page to advertise tour packages and even entertain
online inquiries to entice customers. It is also a platform for them to release
certain and direct advisories or announcements that will effectively be
transmitted to the clients. This makes the firm build an image that is
accommodating and efficient in using available resources.

Figure 2. Business card of ACS Travel and Tours as a tool for the
company to be introduced to the clients.
Figure 3. Facebook Page of ACS Travel and Tours as a tool for the company
to penetrate the market and entice customers to avail their services.

Moreover, the company uses Market Development that highlights the

introduction of existing services into a new geographical area or market
temporarily or permanently. The ACS Travel and Tours makes use of this
strategy to extend and making their services more accessible. Every year
starting 2017, the company participates the Davao Mega Travel Sale Expo
where various travel agencies in Davao City in a bazaar concept promotes
and uses the venue to entertain customers for around 3 days. It is held
annually at the activity center of Abreeza Mall, J.P. Laurel Avenue. Although
competition is very evident, the company still reaches their quota or target
profit per day. After realizing the accessibility of malls as a venue to entertain
walk-in customers, the company acquired an area in an emerging mall in the
city. The firm just recently utilized this strategy when they branched out to
Gaisano Citygate Mall, Buhangin, Davao City.
 Figure 4. The ACS Travel and Tours participated in the annual Davao Mega
Travel Sale held at Abreeza Mall, Davao City in the year 2017-2019.

Furthermore, the ACS Travel and Tours focuses on implementing Service

Development in their operations. This tactic involves the improvement or
development of new services with the purpose of increasing sales. As
mentioned above, the firm does not only offer ticketing services, but also in
assisting travel clients in complying necessary requirements such as
passports, birth certificates and other documents. The company utilizes this
strategy because it allows them to accord their available services to the
preferences of the clients. In this way, they can evaluate their services and
making efforts to market these. One of the strategies the ACS Travel and
Tours implement is the domestic and international tour packages where all
the itinerary, transportation, accommodation, food and tickets are already
prepared. This offer completes the convenience to the part of the clients. The
firm arranges all the needs during the tour, making it non-hassle for the
clients. Unlike other travel agencies in the market, they usually just offer
ticketing services, which is not bad, but it seems common in the industry. This
strategy gives a differentiation to other travel agencies in the industry
because limited agencies are able to implement this strategy.

Figure 5. Some of the tour packages offered by the company as a strategy to

differentiate their services from competitors.

In this modernized era especially in the field of businesses, there are

many ways in aligning the clients’ needs to the company’s offered services
and one of these ways is the implementation of marketing strategies. The
ACS Travel and Tours used several strategies before, some succeeded and
some flopped. It is a matter of trial and error at first but will be very beneficial
in the long run. After all, the strategies undergo monitoring and evaluation. If
the strategy fails at some point, it does not mean the strategy will be
 terminated. The company just needs to adjust on how they address
deviations. Nevertheless, there is no standard as to what specific strategy
that will assure success for the business. It all boils down on what the
strategy that will suit the company’s need for differentiation and increased
revenues.

XIV. Challenges in the Business

In every business, whether it is big or small, successful or not, you will

face a lot of challenges that will test your ability to overcome each problem
your business might encounter. Challenges are one of the factors why
businesses become successful. Because when you face a challenge, you can
think of a solution to further improve your market and make it more effective
in the world of business. We interviewed an employee who works in a travel
agency and shared the problems and challenges that their business already
encountered. She also shared that it is normal to experience obstacles,
oppositions, challenges, and failures in business. These situations are
commonly observed by the employee and allowed us to collect useful
information to examine the challenges of their business.

The business observed that creating an efficient and effective marketing

strategy is one of the challenges being faced by them. Since some
businesses offer the same service quality, they always look for an alternative
course of action that would outstand their competitors. They also experienced
poor sales because customers might find other travel agencies a great deal
because of its low-priced services. Branching out their business is also a
challenge for them since it needs a higher cost and more employees, they
need to allocate a large budget for their expenses and the other necessities of
their business. Further, the business requires knowledgeable and highly
trained employees in their business. It is a challenge for them to find an
employee that is suitable for the job description they required and
knowledgeable enough to handle the clients properly. So, they need to guide
their employees by making them join in some seminars and training intended
for their job which is also costly.

By evaluating the challenges being faced by the business, we learned that

challenges revolving around the market are normal because it is how we
determine that businesses work effectively in the business community. In
every problem that will possibly occur in the business, they must create
innovative ideas to develop their market for the benefit of both business and
clients. These challenges are helping the business to identify and resolve the
 common pitfalls associated with growth if your company is to continue to grow
and prosper. And as your business grows, your strategy needs to evolve to
suit your changed circumstances. This implies that challenges and problems
revolving in your business will serve as your guide in managing and keeping
your business in line with the market.

XV. Victories/Awards of the Business

Xxxxx
APPENDICES

Written Consent
 APPENDICES

Interview Documentations

The interviewee is Hargielyn G. Jastillana, the Reservations and Ticketing Manager.

The group representative, Diane L. Miedes, spearheaded the interview phase of the
business report at the Citygate Mall, Buhangin, Davao CIty. The members are also
encouraged to listen and give follow up questions.
 APPENDICES

Interview Documentations

The group took a photo with Hargielyn G. Jastillana, the Reservations and Ticketing
Manager after the interview. The group then took a photo in the firm’s area located at
the Ground floor, Citygate Mall, Buhangin, Davao CIty