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DECLARATION

I here by declare that this In-plant Training Report entitled Organizational Study at MakeMyTrip (Sidra Tours and Travels) Gulbarga was undertaken by me for the partial fulfillment of 6th semester, MTA Programme under the guidance and supervision of Mr. Vinod N. Kalannavar, Faculty, Department of Master of Tourism Administration, Sharnabasveshwar College of Arts, Gulbarga. I have not submitted this report to any other University / Institution for the award of any degree.

Date: Place: Gulbarga

Nagamma S.K Reg.No. 0998873

DEPARTMENT OF TOURISM ADMINISTRATION (MTA)

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ACKNOWLEDGEMENT
I express my sincere thanks to Mr. Farman Q Osman, General Manager, of MakeMyTrip (Sidra World Tours and Travels) for giving me an opportunity to undergo a In-Plant Training on Organizational Study at MakeMyTrip whole process of booking. I would also like to thank the faculties and the administration team of the Department of Master of Tourism Administration (MTA), Sharnabasaveshwar College of Arts, Gulbarga. My deepest regards to my parents who have always encouraged me in persuasion of higher education. people and understanding the

DATE: PLACE: Gulbarga

Nagamma S.K

DEPARTMENT OF TOURISM ADMINISTRATION (MTA)

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Contents
UNIT-1.
1.1 Introductions

1.2 Objectives 1.3 Limitation of in-plant training UNIT-2. 2.1 Theoratical Background 2.3 Research Design 2.4 Packages 2.5 Other services UNIT-3. DATA ANALYSIS & INTERPRETATION UNIT - 4 4.1 Findings 4.2 Suggestions 4.3 Conclusion

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UNIT-1
1.1INTRODUCTION TO MAKE MY TRIP
Nurtured from the seed of a single great idea - to empower the traveler Make My Trip went on to pioneer the entire online travel industry in India. Make My Trip has revolutionized the travel industry over the years. This is the story of Make My Trip, Indias Online Travel Leader. MakeMyTrip.com, Indias leading online travel company was founded in the year 2000 by Deep Kalra. Created to empower the Indian traveler with instant booking and comprehensive choices, the company began its journey in the US-India travel market. It aimed to offer a range of best-value products and services along with cutting-edge technology and dedicated round-the-clock customer support. After consolidating its position in the market as a brand recognized for its reliability and transparency, Make My Trip followed its success in the US by launching its India operations in 2005. With the foresight to seize the opportunities in the domestic travel market, brought on by a slew of new airlines, Make My Trip offered travelers the convenience of online travel bookings at rock-bottom prices. Rapidly, Make My Trip became the preferred choice of millions of travelers who were delighted to be empowered by a few mouse clicks! Make My Trips rise has been lead by the vision and the spirit of each one of its employees, for whom no idea was too big and no problem too difficult. With Untiring innovation and determination, Make My Trip proactively began to diversify its product offering, adding a variety of online and offline products and services. Make My Trip also stayed ahead of the

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curve by continually evolving its technology to meet the ever changing demands of the rapidly developing global travel market. Steadily establishing itself across India and the world, Make My Trip simultaneously nurtured the growth of its offline businesses like its franchises and affiliates simultaneously, augmenting the brands already strong retail presence further. Today, Make My Trip is much more than just a travel portal or a famous pioneering brand it is a one-stop-travel-shop that offers the broadest selection of travel products and services in India. Make My Trip is the undisputed online leader, with its share of the travel market extending to more than 50% of all online sales, a fact evinced by the trust placed in it by millions of happy customers. Remaining reliable, efficient and at the forefront of technology, Make My Trips commitment and customer-centricity allows it to better understand and provide for its customers diverse needs and wants, and deliver consistently. With dedicated 24x7 customer support and offices in 20 cities across India and 2 international offices in New York and San Francisco (in addition to several franchise locations), Make My Trip is there for you, whenever and wherever. Make My Trips Products International and Domestic Air Tickets, Holiday Packages and Hotels Domestic Bus and Rail Tickets Private Car and Taxi Rentals MICE (Meetings, Incentives, Conferences & Exhibitions

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1.2OBJECTIVES
To know the Organizational Structure of MakeMyTrip. To know the Role, Responsibilities of respective employees. To know the relationship of MakeMyTrip with other organization. To know Company Profile of MakeMyTrip. To know the Employee rotation of MakeMyTrip

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1.3

Limitation of in-plant training

As we all know that tourism industry is a vast industry and the daily change in the activities of the tourism industry occurs. As we got less time span of one month to learn all those activities and affairs of the tourism industry it is highly impossible to cover all the information in depth so time duration is the limitation of our internship training.

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CHAPTER 2 2.1 THEORATICAL BACKGROUND

Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people who "travel to and stay in places outside their usual environment for more than twenty-four (24) hours and 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."

Definitions of Travel Agency and Tour Operator:

A travel agency: Is a retail business that sells travel related products and services to customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and package holidays that combine several products. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located.

Tour operator: Typically combines tour and travel components to create a holiday. The
most common example of a tour operator's product would be a flight on a charter airline plus a transfer from the airport to a hotel and the Services of a local representative, all for one price. Niche tour operators may specialize in destinations, e.g. Italy, activities and experiences, e.g. skiing, or a combination thereof. The original raison of tour operating was the difficulty of making arrangements in far-flung places, with problems of language,

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currency and communication. The advent of the internet has led to a rapid increase in selfpackaging of holidays. However, tour operators still have their competence in arranging tours for those who do not have time to do DIY holidays, and specialize in large group events and meetings such as conferences or seminars. Also, tour operators still exercise contracting power with suppliers (airlines, hotels, other land arrangements, cruises, etc.) and influence over other entities (tourism boards and other government authorities) in order to create packages and special departures for destinations otherwise difficult and expensive to visit.

A visa is a document showing that a person is authorized to enter the territory for which it
was issued, subject to permission of an immigration official at the time of actual entry. The authorization may be a document, but more commonly it is a stamp endorsed in the applicant's passport. Some countries do not

A passport is a document, issued by a national government, which certifies, for the

purpose of international travel, the identity and nationality of its holder. The elements of identity are name, date of birth, sex, and place of birth. Most often, nationality and citizenship are congruent. A passport does not of itself entitle the passport holder entry into another country, nor to consular protection while abroad or any other privileges. It does, however, normally entitle the passport holder to return to the country that issued the passport. Rights to consular protection arise from international agreements, and the right to return arises from the laws of the issuing country. A passport does not represent the right or the place of residence of the passport holder in the country that issued the passport.

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NEED OF IN-PLANT TRAINING

Tourism has become so important and competitive aspect in much country. Now a days tourism much developed and it provide large number of job opportunities when compare to other industry. After completion of course (M.T.A) students are an important asset to the tourism industry. To become an efficient and effective employee in a tourism industry the candidate should have a intellectual of knowledge to compete with other organization. Because now a days in tourism field we found much competition. A good knowledge, communication skill, capacity to attract customer and other dynamic skill are needed for the tourism professional. So to develop all these skills and to understand the present scenario of tourism industry I need internship training along with duration of my course. In the Internship training I will be getting practical knowledge about tourism organization, functions of travel agency, customer behavior and how to develop marketing strategy for tourist product. In the training period I will also able to get a good impression by the organization, for my hard work, knowledge and faith. This good impression helps me to get a good job in the same organization after completion of this course.

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Company profile
Sidra World Tours &Travels (North Karnataka Distributor) Make My Trip India Ltd - Gulbarga

Location: Gulbarga, Karnataka, India Contact Person: Mr. Farman Q Osman Phone: +919739227386 / 08472-232000

The SWT is founded on 07th Nov 2010 by Mr. Farman Q Osman with his past 14years of vast experience in travel industry in India & Abroad. Sidra World Tours & Travels (SWT) is a North Karnataka Distributor and Sales Agent for Make My Trip India Ltd. www.makemytrip.com is an Indias No.1 online travel company. The SWT operates travels services, International & Domestic Air ticketing, International & Domestic Holiday Packages, MICE Tours, World-wide Hotel Reservation, Rail Tickets, Bus Tickets, Foreign Exchange, Car rental, Cruises booking, VISA Services, Passport Services, supplying its products and services from a large network of his associates office around the world. SWT which serve both domestic and international needs of travelers, our motivation is for customer safe & enjoyable destination. Values The core values of Sidra World Tours & Travels (SWT) are communication, motivation, satisfaction and partnership. Whether you are an individual or a seasoned business traveler, we offer the same level of service. Our office not only arranges your travel plans, we take a proactive approach to solve problems by making the right decisions for you and your company. We recognize that your time is important. As your travel partner, we take care of our business so you have an easier time taking care of yours.

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Aims and objectives of company

To provide complete satisfaction of every traveler that calls on Sidra World Tours & Travels (SWT), they recognized that good service is more than competitive pricing; Being tie-up with Makemytrip.com always known for Cheap fare is Guaranteed and competitive in market it's a near-obsessive attention to detail that transforms a good experience into an exceptional one. They don't want to sell you a travel package; they want to understand your needs, so they can custom design a travel solution that meets your specific requirements. They look at your opportunities and challenges and design a solution customized to fit you. Each booking request is taken personally & professionally with immediate response as soon as possible with your needs & confirmation.

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Unit 3
RESEARCH Design
With evolution to study information was social from following sources. A) Primary Source B) Secondary Source A) Primary Source:- The Primary data was collected during in-plant training and from the personnel of the organization. B) Secondary Source:- The data was collected from several brochures, website etc. Magazines, Newspaper

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2.4 Packages
Hotel Bookings/Packages We do hotel bookings as well as the packages trough our online agent & international associates in all major tourist destinations in India and abroad. Honeymoon Package we make tailor made travel packages/itineraries for honeymooners as per their individual requirement for both international travel and domestic destination. The perfect destination for honeymoon are Malaysia, Switzerland, Newzealand, Australia, Europe, UK, America and Singapore, Cruises, Mauritius, etc. outside India and in India, we choose Manali, Simla, Goa, Kodaikonal, Portblair, Kerala, Karnataka etc. Educational Packages We do arrange educational package for worldwide with reputed & the world's largest privately-owned education organization. Specialize in all language and management course. Holiday or Tour Package A package holiday or package tour consists of transport and accommodation advertised and sold together by a vendor known as a tour operator. Other services may be provided like a rental car, activities or outings during the holiday. Transport can be via charter airline to a foreign country. Package holidays are a form of product bundling. Package holidays are organized by a tour operator and sold to a consumer by a travel agent. Some travel agents are employees of tour operators, others are independent.

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2.5 Other product or services

The Sidra World Tours & Travels (SWT) offers a one stop travel shop with the complete range of travel related products & services as follows: International & Domestic Airlines Reservation & Ticketing International & Domestic Holiday Packages Passport Services Foreign Exchange (FIT) Foreign Independent Tour (GIT) MICE Outbound & Inbound Tours World-wide Hotel Reservation Visa Services Rail Tickets B2B / Affiliates Program for Travel Agents Services Airlines Ticketing we do all International and Domestic reservation & ticketing; we give instant confirmation of seats through our online reservation with best & competitive available fares in market. Hotel Bookings/Packages We do hotel bookings as well as the packages trough our online agent & international associates in all major tourist destinations in India and abroad. Group Tour Cruises booking Travel Insurance Bus Tickets Car Retail Business / Corporate Travel service

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Inbound Domestic & Outbound International Tours and Travel we arrange all inbound tours / outbound tours for individual (FIT) and (GIT) group travelers with tailor made itineraries. Visa Services we arrange all type of Visas for our passengers taking ticket from us. Also we assist the passengers (if require to apply visa personally). We take nominal service charge for the same. Passport we apply passports in Normal scheme application on behalf of our clients. Foreign Exchange We are full fledge money changers deals in all type of foreign currency & travelers cheques for the passenger's under the basic travel quota or business quota. Rail & Bus Tickets We are online with Indian Railway Tickets & Rail Tour Packages trough out India, and Online Bus Tickets Booking from any point of India. Car Rental We arrange car renting facilities for local Day-wise Engage in Gulbarga with competitive tariff and out from Gulbarga to any other cities.

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Travel Insurance Travel Insurance is a very important document which has to be done for all your travel time, for this we are tie-up with Banks & Insurance companies to provide you the best offer and coverages and returns. Partnership Benefits: MakeMyTrip.com in a span of ten years has garnered a wealth of experience and respect in the travel industry, and this success is in no small part due to the diligence and efforts of our partners. These are just some of the benefits our partners receive when they join hands with MakeMyTrip.com:

Association with the BIGGEST online travel brand in India Assistance from a team of technology and business experts dedicated to the needs of the travel industry Best commissions on domestic flights as well as hotels Single platform for all GDS and Low Cost Carriers Instant invoicing of hotels and airline bookings Access to a user-friendly online travel portal Real-time booking of 3000 hotels across India Access to over 50000 hotels across the globe Online branch network management facility

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Products:

Holidays Air Tickets Hotel Reservations MICE Bus Tickets Train Tickets

All operations of MakeMyTrip.com are supported by 24x7 customer care support. You can call our Toll Free number 1860-500-8747 for travel assistance. For North Karnataka you can call Mr. Farman Q Osman 91 9739 227386, 91 8472 232000. So, sign up now, and get the innumerable benefits of joining hands with the strongest travel brand in India!

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UNIT-4. DATA ANALYSIS & INTERPRETATION

Table No. 4.1 Table showing No. of respondent and percentage of respondent of different age groups
Age 18-25 26-35 36-45 46 & above Total No.of respondent 1 9 7 3 20 Percenta ge 5.00% 45% 35% 15.00% 100%

Chart No. 4.1 Chart showing No. of respondent and percentage of respondent of different age groups

The chart no.3.1 shows that 45% of tourist who purchases service from the agency belongs to 26-35 year, 35% tourists belongs to the 36-45 age group, 15% of tourists belongs to 46 & above & 5% of the tourist belongs to the 18-25 age groups

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3.2
Awareness Internet news paper Freinds&relati ves Others Total No.of responde nt 5 3 7 6 20 Percenta ge 25.00% 10% 35% 30.00% 100%

The chart no. 3.2 shows that the 35% of people came to know about this agency from their friends and relatives, the 30% are aware because of others and 25% people got awareness from internet, where as 10% are through news paper.

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3.3
Level Of No.of Satisfacti responde Percenta on nt ge Excellent 3 15.00% Good 14 70% Average 3 15% Poor 0 0.00% Total 20 100%

Chart no.3.3 shows that 70% of tourists rate their satisfaction level as good, 15% tourists excellently satisfied but whereas remaining 15% are graded it as average.

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3.4 traveling people group individual

No.of respondent

Percenta ge 8 40.00% 12 60%

Total

20

100%

The chart no.3.4 shows that the 60% of tourist are willing to travel individually but the remaining 40% people travel in groups.

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3.5 types of tours heritage tour pilgrimage tour adventure tour business tour Total

No.of respondent 8 9 2 1 20

Percenta ge 40.00% 45.00% 10.00% 5.00% 100%

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The chart no. 3.5 shows the 40% of tourist prefer heritage tours, 45% prefer pilgrimage tour, 10% of tourists follow the adventure tours but only 5% of tourist travel for the business purpose.

3.6 No.of responde Percenta facility Excelle nt Good Averag e Poor nt 1 17 2 0 ge 5.00% 85.00% 10% 0%

Total

20

100%

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The chart no. 3.6 shows that 85% of tourists grade the facility as good, 10% are averagely satisfied by the facilities and 5% tourist grade their service as excellent.

3.7 category of hotel 7star 5star 3star normal Total No.of responde nt Percentage 0 0.00% 3 15.00% 5 25.00% 12 60% 20 100%

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The chart no. 3.7 shows that 60% of tourists prefer Normal category of hotel, 25% prefer 3star hotels and 15% tourists prefer 5star hotels in this travel agency.

3.8 within India yes no No.of Percenta respondent ge 17 85.00% 3 15.00%

Total

20

100%

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The chart no. 3.8 shows that 85% of tourists are willing to travel within India through this travel agency & only 15% tourists willing to travel out of India i,e, abroad.

3.9 Traveling in India within Karnataka north India south India other Total

No.of respondent 7 4 5 4 20

Percenta ge 35.00% 20.00% 25.00% 20.00% 100%

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traveling in aboard Europe North America Asia Other Total

No.of respondent 6 5 5 4 20

Percentage 30.00% 25.00% 25.00% 20.00% 100%

The chart no. 3.9 shows that the 35% tourists are willing to travel within Karnataka, the 25% tourists wanted travel South India, whereas 20% torists are willing to travel North India but the remaining tourists are willing to travel towareds the other parts of India.

3.10

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The chart no. 3.10 shows that 30% tourists will be travelling towards Europe, 25% North America, 25% tourists travel towards Asia, whereas remaining 20% tourists will travel towards other places in abroad.

4.

SUMMARY & CONCLUSION 4.1 FINDINGS

Providing the services to the customer in faster and in accurate way. Lack of professional staff. Lack of communication skill. Lack of awareness in local people. Sidra World Travel & Tours (SWT) is not a software based company.

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Lack of practicality in the training. The Sidra World Tours & Travels (SWT) offers a one stop travel shop with the

complete range of travel related products & services.

4.2

SUGGESTION

Appoint professional staff. Create awareness in local people. Do promotional activities to attract the customer. Improve the package quality. Improve the information center with sufficient staff.

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Guide and train the staff for proper co-ordination.

4.3

CONCLUSION

The travel agency and tour operator played an important role to develop tourism industry and this industry as one of the largest industry. The success of these travel agencies and tour operation is almost entirely depends on quality of staff and management technique will determine the survival and growth of the travel agency. The travel agencies made such a path that the each traveler is trying to travel around

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world without any fear, hesitation and these agency made their work easier by providing all the necessary requirement for international travelers. I needed to refresh and expand my knowledge in several issues concerning with travels services, International & Domestic Air ticketing, International & Domestic Holiday Packages, MICE Tours, World-wide Hotel Reservation, Rail Tickets, Bus Tickets, Foreign Exchange, Car rental, Cruises booking, VISA Services, Passport Services, over a somehow protected period where I could learn to value my new working environment, and finally earned the confidence to deal with customer myself. It is through them that I did enjoy my work everyday. Anyway, my internship taught me a lot of things and I also got to meet a lot of knowledge people. Somehow, I feel really lucky that I always get to work under Sidra World Tours &Travels (North Karnataka Distributor) Make My Trip India Ltd Gulbarga

BIBILOGRAPHY
http://www.sidraworldtravels.com/ http://gulbarga.olx.in/make-my-trip-india-ltd-north-karnataka-distributor-sidra-world-traveltours-gulbarga-iid-139407027 http://www.makemytrip.com/bus-tickets/hyderabad-gulbarga-booking.html

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Annexure

Branch Manager

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