TRAVELS AND

TOURISM
Introduction:
Hunziker and Krapf, in 1941, defined tourism as "The
sum of the phenomena and relationships arising from the travel
and stay of non-residents, insofar as they do not lead to
permanent residence and are not connected with any earning
activity." In 1976, the Tourism Society of England defined it as
"Tourism is the temporary, short-term movement of people to
destination outside the places where they normally live and
work and their activities during the stay at each destination. It
includes movements for all purposes." In 1981, International
Association of Scientific Experts in Tourism defined Tourism in
terms of particular activities selected by choice and undertaken
outside the home environment.

Tourism is travel for recreational or leisure

purposes. The World Tourism Organization defines
tourists as people who "travel to and stay in places
outside their usual environment for not more than one
consecutive year for leisure, business and other
purposes not related to the exercise of an activity
remunerated from within the place visited”. Tourism
has become a popular global leisure activity. In 2007,
there were over 903 million international tourist
arrivals, with a growth of 6.6% as compared to 2006.
International tourist receipts were USD 856 billion in
2007

Despite the uncertainties in the global economy,

international tourist arrivals during the first four
months of 2008 followed a similar growth trend than
the same period in 2007 .However, as a result of the
economic crisis of 2008, international travel demand
suffered a strong slowdown beginning in June 2008,
with growth in international tourism arrivals worldwide
 falling to 2% during the boreal summer months, while
growth from January to April 2008 had reached an
average 5.7% compared to its 2007 level. Growth from
2006 to 2007 was only 3.7%, as total international
tourism arrivals from January to August were 641
million tourists, up from 618 million in the same period
in 2007.

Principle sector of tourism, each with some

example gives are as follows -:
 Transportation (Aircraft, trains, cruise ships)
 Accomodation (Hotels).
 Adventure tourism & recreation (Guiding, golfing).
 Attraction (Museums, cultural sites, theaters).
 Foods & Beverage (Restaurants).
 Service (Information centres, tourism associations).
 Travel trade (Tour companies, travel agencies).

World Tourism Organisation [WTO], international

tourist arrivals will double in the next fifteen years from 842
million in 2007 to just under 1.6 billion by 2020.

The WTO also forecast that is in the same period,

travel and tourism industry growth will benefit all region of the
world.

International and domestic tourism combine to

generate upto 10% of the world Gross Domestic Product [GDP]
an often a higher share in many small nation and developing
countries. Tourism is already the largest foreign exchange
earner in 46 of the 49 poorest countries in the world.
Main business sectors of Travel and Tourism -:

 Top Business Sectors of travel & tourism-:

• Air Lines
• Hotels
• Tour wholesalers

 Second Level category-:

• Car Rental
• Companies Cruises
• Railways
• Other means of transport

 Third Level Category-:

• Souvenir Shops
• Restaurants
• Museum
• Art Galleries
MAJOR INTERNATIONAL
TRAVEL AND ORGANISATION -:

• International Air Transport Association (IATA).

• United Federation Of Travel Agents Association

(UFTAA).

• World Tourism Organisation (WTO).

• World Travel and Tourism Council (WTTC).

• International Hotels And Restaurant Association

(IH&RA).

• American Society of Travel Agents (ASTA).

• Pacific Area Travel Association (PATA).

• International Airline Passenger Association

(IAPA).

• International Congress and Convention

Association
(ICCA).
 RANKING

International International
UNWTO
Tourism Tourism
Rank Country Regional
Expenditures Expenditures
Market
(2007) (2006)

1 Germany Europe $82.9 billion $73.9 billion

2 United States North America $76.2 billion $72.1 billion

3 United Kingdom Europe $72.3 billion $63.1 billion

4 France Europe $36.7 billion $31.2 billion

5 China Asia $29.8 billion $24.3 billion

6 Italy Europe $27.3 billion $23.1 billion

7 Japan Asia $26.5 billion $26.9 billion

8 Canada North America $24.8 billion $20.5 billion

9 Russia Europe $22.3 billion $18.2 billion

10 South Korea Asia $20.9 billion $18.9 billion

LAWS APPLICABLE -:

1) Employees Provident Fund Act.

1952

2) Shops And Establishment Act.

1988

3) Payment of Bonus Act. 1965

4) Worksmen’s Compensation Act.

1923
TWO DIFFERENT INDUSTRIES OF
TRAVEL AND TOURISM -:

 WORLDWIDE NETWORK SERVICE

(WNS).

 KESARI TOURS.

WORLDWIDE NETWORK SERVICE (WNS)

-:
WNS global service is the number 1 offshore
Business Process Outsourcing (BPO) company as per the latest
NASSCOM ranking. WNS has offices in India, United Kingdom,
North America and run operation out of largely advanced sites
in Mumbai, Pune and Nashik. WNS is ISO-9000-2001 compliant
and is one of the largest and best recognized India-leveraged
BPO companies.

With the Warburg Pincus investment, WNS (formerly

a 100% subsidiary of British Airways) is rapidly developing new
services, markets and clients while maintaining its strong track
record of exceptional quality and reliable service.
 The company, established in 1996 as a captive
subsidiary of British Airways, is one of the pioneers in offshore
business process outsourcing and currently server clients in the
airline, travel and transportation, insurance, retail financial
services, telecom and professional service sectors. This
revenue growth is the result of aggressive expansion strategy
that has seen its employees pool grow to over 2200 and
geographic focus expand to include North America.

WNS has exercised due diligence in checking the

correctness and authenticity of information contained in the
side, but WNS or any of its affiliates or associates or employees
shall not be in any way responsible for any loss or damage that
may arise to any person from any inadvertent error in the
information contained in this site. WNS and its affiliates and
associates shall not be liable, at any time, for any failure of
performance, error, omission, interruption, deletion, defect,
delay in operation or transmission, computer virus,
communication failure, theft or destruction or unauthorised
access to alteration of, or use of information contained on the
site. No representation, warranties or guarantee whatsoever
are made as to the accuracy, adequacy, reliability,
completeness, suitability or applicability of the information to a
particular situation.

QUESTIONNAIRE -:

EMPLOYEES PROVIDENT FUND ACT 1952-:

In WNS more than 4200 employees are working.

They take active interest in their profession. WNS offer a
competitive remuneration to its candidates as per industry
standards. WNS will inform candidates about their
remuneration package at the time of final interview, on 7th of
each month every employees are paid salary. In WNS each
candidates are given compensation as per their training
process. Provident Fund is given to each employee according to
their salary; it might be at 12%. There is no exemption on
employees whose salary is more than Rs. 6500 and the
provident fund is not covered in this.

SHOPS AND ESTABLISHMENT ACT. 1988-:

WNS operates 24/7, 365 days in a year. Staff at WNS

follows a roster pattern of 5 working days followed by one or
two holidays. Typically there are three shifts pattern.

• Early morning 07.00AM – 02.30PM

• Late / Afternoon 02.30PM – 10.00PM
• Night Shifts 10.00PM – 07.00AM

These shifts will only have bus services to / from

designated point as per bus roster.

WNS enjoys bank holidays.

Employees get overtime as per how much time

they work, it is not only for the particular class it is been paid
according to the time the employees work.

As per the rules of casual leaves, sickness, and

maturity the employees has to inform the senior officer in
advanced.

PAYMENT OF BONUS ACT. 1965-:

The employees get bonus normally once in a year or

as per company profit. It’s rate of contribution is 8.33%. The
company pays bonus to all class of employees. The reduction of
Bonus depends upon the level of company profit.

WORKMEN’S COMPENSATION ACT. 1923-:

The industry provide free medical facilities to the

employees. The rate of compensation is 1.75%. The industry
doesn’t provide any disqualification for the compensation
incase of any staff member and employees.

There are various sectors in which WNS

works -:
Air Port-:
The main work the employees do is to book a ticket,
flight schedule information.

Car and Camper-:

The employees rent a car for business, pleasure, car
replacement reason. The car rental industry is dominated by
bigger global player Alamo, Avis, Budget, Dollar, Europcar,
Hertz, and National, Thrifty etc.

Hotels-:
The employees also book hotels as per the service
granted by the customer. Ritz Carlton, Shelton Hotel, Hyatt
Regency and Grand Hotel etc. the goal of this industry is to
offer comfortable accommodation to their customer.

KESARI TOURS -:
 Kesari-A journey of excellence, Innovation and joy

The trailblazing journey of began in 1984 with a

pledge-“When you make a promise to your guests, honour it.” A
firm belief in honest and transparent deals, no hidden costs and
no compromise on sight guests. We strive for 100% customer
satisfaction and that has earned us immense goodwill.

Kesari today has to its credit a substantial portfolio

of holiday destination, domestic and international. operating in
more than 100 destinations in India and over 1000 destinations
worldwide, spreading across the seven continents .over
300,000 happy guests have enjoyed the world class standards
of service, quality and innovation that kesari has brought in the
tourism industry. The backbone of our success- our totally
Dedicated, hard working team strives for Complete guest
satisfaction. Our team of 600 travel professionals including
200tour Escorts have a way of winning over hearts effortlessly,
with their Professionalism and warmth.

Kesari Tours Pvt. Ltd. is comprised of team of

professional string ensure a complete tour & holiday experience
to suit you individual and group, requirement. The company is
engaged in the business of conducted tours, individual
packages, hotel booking, air ticketing.
Kesari Tours was incorporated in 1984 under the leadership of
Mr. Kesari Patil with last 24-years experienced in this trade. The
office was located in very small premises of 300 sq. feet. Kesari
Tours has expanded its business from 500 to 10,000 Clients Per
year.

It has successfully conducted more than 40,000

tourists during last 13 years. With the quality of service and
dedication of work Kesari Tours has expanded it's activity to
many destinations such as NAINITAL, SHIMLA, MANALI,
CHARDHAM, RAJASTHAN, SAURASHTRA, KERALA, OOTY, KODAI,
SOUTH INDIA, NEPAL,SINGAPORE- BANGKOK-PATTYA,
MARUITUS, AMERICA, AUSTRALIA AND EUROPE.
In 1995, KESARI TOURS PVT. LTD. was incorporated to meet the
growth of business. The additional business of FIT, Outbound
tours and inbound tours are added to the present business.
In 1997, the company shifted to new premises at Ground floor,
Kings Corner, L. J. Road, Mahim, and Mumbai. The location of
new office is at the center and on the main road. The area of
office is 3,000 sq. feet. The office is fully air-conditioned and
well furnished. The office is fully computerized and equipped
with all modern and advanced systems.
QUESTIONNAIRE -:

PAYMENT OF BONUS ACT 1965 -:

Our organisation gives fair compensation to each
employee or also pay them fair bonus to employees. Every
employee get bonus as per their monthly salaries and the rate
is as per law such as %. We pay bonus to all class of employees
because everyone can take active part in the work of
organisation.

Yes, there is a reduction of bonus but only when

company have to face any problem related to finance or if
company is having any future contingency. Then only
organisation can reduce the amount of bonus. But more ever
company try to give bonus to their all employees when they
incurred loss also.

WORKMEN’S COMPENSATION ACT 1923

-:

In our organisation we take care of workers. Hence

we provide free cost of service or medical facilities to all our
employees. If there are any financial matter related to medical
then company gives 80% rate of contribution. If bill is not
proper or any unfairity in the bill then organisation does not
take any responsibility related workers medical compensation.

Yes, organisation also claims compensation to

family members because they are also the members of the
organisation.
EMPLOYEE’S PROVIDENT FUND ACT
1952-:
In kesari tours there are more than 3500 employees
are working and they get fair compensation for their active part
taken in the organisation. They get salary on 3rd of every month.
Yes, Kesari abide by the provident fund.

Organisation gives fair rate of contribution. They

give 10.5% contribution to every employee which is taking
active part in the organisation.

SHOPS AND ESTABLISHMENT ACT

1988-:
In our organisation employees working in different
areas as per their ability and interest taken by them. Their
working hours are limited that is 9 to 10 hrs.

Every employees get permanent holidays on each

month and they also get holidays as per the week or once in a
week if any worker make overtime they get extra compensation
for that work. Every worker can make overtime if any employee
have any problem or he want holiday at that time be must
asked their superior manager.
Similarities of WNS and Kesari
• External

1. Tour Services.

2. Air, Rail, Road and Water services.

3. Cover insurance of customers.

4. Educational tour.

5. Medical cover.

• Internal

1. No gratuity.

2. No formation of trade union.

3. Flexible shifts.

4. Credit and Instalments facilities to the customers.

5. Business Tours.
Dissimilarities of WNS and Kesari
• WNS operate globally while kesari operates within the
boundaries of the country.

• Bonus of WNS is 9% on payment while bonus of Kesari

tours is 8% on Profit of the company.

• WNS Provide Private Yacht and cruise Services.

• WNS also offers Pick and Drop Services.

Conclusion:

This is a descriptive report on BPO industry. I have tried to cover almost

everything related to the industry. I like to have your opinion about the same.
Even at the end of this comprehensive report, my concerns are related to
development of employees in BPO, controlling attrition rate in BPO, can we
have some standard industrial compensation package/ break-ups?