Internship Report

On

Versatile Travels & Tours Limited

Prepared by
Abir Ahmed Khan
ID # 121 0518 030
Course: BUS498 (Internship)
Section: 83
Trimester: Fall 2018

Prepared for
Noushin Laila Ansari [NLi]
Lecturer, Department of Management,
School of Business and Economics,
North South University

Date of Submission: December 26, 2018

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Letter of Transmittal

December 26, 2018

Noushin Laila Ansari [NLi]

Lecturer, Department of Management,
School of Business and Economics,
North South University

Submission of Internship Report on “Versatile Travels & Tours Ltd”.

Miss,

It is my great pleasure that I am going to submit the report on “Versatile Travels & Tours
Ltd”.

I have tried my best to follow your guidelines in every aspect of planning and preparing my
report. I have collected what I believe to be most important information to make my report as
specific & coherent as possible. I enjoyed the challenge of preparing the report as it has
provided me with an opportunity to increase my understanding about travel agency. I earnestly
thank you for your guidance during the preparation of this report. I will be grateful to you if
you accept the report. Your support in this regard will be highly expected and appreciated.

Yours most Obedient,

Abir Ahmed Khan

ID # 121 0518 030
Course: BUS498 (Internship)
Section: 83
Trimester: Fall 2018
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ACKNOWLEDGMENT

Internship provides best opportunity for students to use their educational knowledge and learn
practical knowledge in and of the field. It is very essential platform as students are put at various
organizations to see and apply their knowledge and gain experience.

During preparation this report, I owe my sincere thanks to many great persons who helped and
supported me during preparation of this report. I would like to have special mention of the
following.

First of all, I am very grateful to Mr. Farhad Hossain (CEO & Managing Director, Versatile
Travels & Tours Ltd.), for providing platform where this report is undertaken. His support,
guidance, leadership is example and very appreciable. Likewise, I am thankful to following
person of Versatile Travels & Tours Ltd. I am thankful to Mr. Arbid Hossain (Director,
Versatile Travels & Tours Ltd.) for providing internship opportunity and Mr. Abrar Sharif
Khan (Sales executive, Versatile Travels & Tours Ltd.), under whose guidance I am able to
complete my report.
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EXECUTIVE SUMMARY

This internship report has been prepared based on the information taken from Versatile Travels
& Tours Ltd., one of the reputed travel agencies of Bangladesh, established in 1992. This report
starts with an introduction about Versatile Travels & Tours Ltd, its organizational analysis,
history of travel agency in Bangladesh.

This report shows much about Versatile, its organizational structure, marketing and operation
strategy it is following, its past experiences, brief strength and weakness analysis of the
company, opportunity and threat this company faces in the market, and measures to grow and
lead the travel agency business in the market.

At the end of this report there is a briefing about internship project and my personal experiences
which I have gathered during this internship.
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Table of Contents

Letter of Transmittal .............................................................................................................................. ii

ACKNOWLEDGMENT ............................................................................................................................. iii
EXECUTIVE SUMMARY .......................................................................................................................... iv
INTRODUCTION................................................................................................................................. 1
ORIGIN OF THE REPORT ................................................................................................................ 1
OBJECTIVE OF THE REPORT ........................................................................................................ 1
METHODOLOGY ............................................................................................................................... 2
SOURCES OF DATA COLLECTION ............................................................................................... 2
Primary sources................................................................................................................................... 2
Secondary Sources .............................................................................................................................. 2
SCOPE OF THE REPORT.................................................................................................................. 3
LIMITATIONS ..................................................................................................................................... 3
VERSATILE TRAVELS & TOURS LTD. ........................................................................................ 4
VISION .................................................................................................................................................. 5
MISSION ............................................................................................................................................... 5
MANAGEMENT OF VERSATILE TRAVELS & TOURS LIMITED .......................................... 5
DEPARTMENTS OF VERSATILE ................................................................................................... 5
OPERATIONAL NETWORK ORGANOGRAM ............................................................................. 5
ACCREDITATION AND ASSOCIATION........................................................................................ 6
IATA ..................................................................................................................................................... 6
DCCI ..................................................................................................................................................... 7
ATAB .................................................................................................................................................... 7
HAAB ................................................................................................................................................... 8
PERFORMANCE HISTORY.............................................................................................................. 8
SWOT ANALYSIS ............................................................................................................................... 9
STRENGTHS ......................................................................................................................................... 9
WEAKNESSES....................................................................................................................................... 9
OPPORTUNITIES .................................................................................................................................. 9
THREATS ............................................................................................................................................ 10
CORPORATE BUSINESS SERVICE FACILITY ......................................................................... 10
ADDITIONAL SERVICES................................................................................................................ 10
INTERNSHIP IMPACT .................................................................................................................... 12
EXPERIENCE .................................................................................................................................... 12
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ASSIGNMENTS AND CONTRIBUTION ....................................................................................... 12

LEARNINGS ....................................................................................................................................... 14
RECOMMENDATION ...................................................................................................................... 15
CONCLUSION ................................................................................................................................... 16
Appendix ................................................................................................................................................ a
Journals ............................................................................................................................................... a
Employee Satisfaction Survey ........................................................................................................... m
REFERENCES ........................................................................................................................................ s
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INTRODUCTION
A travel agency is a private retailer or public service that provides tourism related services to
the public on behalf of supplier such as airlines, package tours and so on. 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.

Travel agencies in Bangladesh are facing an increasing competition for their business in
coming days, like any other emerging market economies. Their business is no longer remaining
easy as they earlier. The real change in the ticketing business has started to come with the
government’s decision to allow the business in the private sector. This report is an effort to
reflect a clear idea about the activities, and performance of Versatile Travels & Tours Ltd.
regarding travel agency’s activities. The Sales and Marketing department is the vital part for
travel agencies. It is linked with all other department. So it is very important to have an effective
and sound management System in ticketing business. A travel agency is an important and the
most appropriate institution for the travels of overseas. As a BBA student, this field will let me
gather the experience about travel agency sector of Bangladesh.

ORIGIN OF THE REPORT

This report is originated having three months long internship program originated after
completing the BBA program from Department of BBA under North South University. During
the internship a student has to undertake an arena of investigation of any organization for in
depth study. This report is the outcome of the assigned internship, suggested by the Director of
Versatile Travels & Tours Limited.

OBJECTIVE OF THE REPORT

In this report, I tried to furnish all sorts of practical dealings that are conducted in case of
handling various types of activities in sales and marketing department of a travel agency, the
theoretical aspects, that is what should be the procedures and requirements maintained from
first to last, and actual practices as well as the ultimate gain for the travel agency in conducting
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ticketing and packaging activities are mainly discussed. So the purpose and objective of this
report can be summarized as follows:

 Focus on the Brief description of ticketing and packaging

 To know deeply about ticketing procedures.

 To focus on some other activities of ticketing

 To specify some findings on given topic

 To reveal some recommendation for better performance in travel agency business

METHODOLOGY
The methodology of this report is very different from conventional reports. I have emphasized
on the practical observation though this report has to need some primary and secondary data.
Nevertheless, eventually almost the entire report consists of my practical observation.

SOURCES OF DATA COLLECTION

While preparing the report, I have taken information from the following sources:

Primary sources
 Observation of official activities.

 Overflowing Conversation with the in-charge of Sales and Marketing department of

Versatile Travels & Tours Limited.
 Working with my own experience while internship program.

Secondary Sources
 Daily diary (containing my activities of practical orientation in Versatile Travels &
Tours Limited) maintained by me
 Website of Versatile
 Company Profile of Versatile Travels & Tours Limited
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SCOPE OF THE REPORT

Travel agency sector is a large and active area. A Travel agency has different products, different
services and different customers. Different departments of a travel agency perform different
activities. However, the scope of present study was limited in a specific area of Versatile
Travels & Tours Limited, Motijheel Branch. So this study says only about the certain activities
of the office. This study covers mostly Management Information System, Management and IT
section of the company’s head office.

LIMITATIONS
Some of the limitations faced in preparing this report are:

 It was very difficult to collect the information from various personnel for their job
constraint.

 There were some difficulties in understanding some activities due to not being relevant
to the theoretical knowledge.

 Due to confidentiality the agency’s policy restricts disclosing some data.

 The study of such a short course of time is not free from limitation. So time limitation
is the main point of limitation. The data relevant for the analysis report writing
sometimes could not be collected due to excessive year-ending workload at the branch.

 During the months of October, November and December in the branch, there was
excessive workload, which sometimes acts as a barrier on the way of my effort.

 At the beginning of internship it was tough for me to understand the environment of

work.

 Working in a practical travel agency environment is different from the academic

knowledge.

 Employers are too busy with their desk work so they have less time to make me
understand the desk job.
 Travel agency has to maintain some secrecy so as an intern I was not allowed to know
all stuff and information.
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 Learning all the operating functions about ticketing, packaging and others within just
three months was really tough.

It is too much difficult to comment and suggest based on only the information collected from
written documents.

VERSATILE TRAVELS & TOURS LTD.

Versatile Travels & Tours limited was established in 1992 as a Travel Agent. The founder, Mr.
Farhad Hossain, has employed in abroad which brought with him vast experience of travel
business. During the tenure of service, Mr. Hossain has experienced, air travelers face
tremendous difficulty while booking & purchasing air tickets. With this opportunity, he made
up his mind to open a travel agency to and from Bangladesh and abroad with a quality services.

The company under Mr. Farhad Hossain’s able leadership grew rapidly and started to generate
substantial revenue amongst the leading carriers, and maintained his status till date. And the
company over the years earned a number of clientele and its financial standing is sound and
stable.

Being a business oriented firm an IATA License, and an appointed consolidator for all airlines,
gives Versatile the opportunity to extend our expertise to the corporate traveler.
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Teaming up with top-most layer of experts in the trade, Versatile Travels & Tours Limited is
a top-notch one in terms of capabilities and expertise to organize any mega business in local
and international level.

The company was later turned in to a partnership and he has shared his wife as the chairman
of the organization and son as a director.

VISION
“To provide excellent service to the valued clients.”

MISSION
“To create an atmosphere where people can enjoy the cost effective tariff.”

MANAGEMENT OF VERSATILE TRAVELS & TOURS

LIMITED
Managing Director is the sole authority to take decision about the affairs of the business. After
managing director, there is a director and then an executive director. And for managing the
general activities of office there is a general managers. These all individuals of management
direct the employees under different departments.

DEPARTMENTS OF VERSATILE
The travel agency organizes all the jobs considering their interrelationship and they are
allocated in a particular department to control the system effectively. The departments are fitted
for the particular works and the performance of a particular department is measured perfectly.
Versatile Travels & Tours Limited has following departments
 Administrative
 Accounts
 Sales and Marketing

OPERATIONAL NETWORK ORGANOGRAM

Versatile maintains a strong organizational hierarchy in which every individual performs their
duty very sincerely. The full hierarchy of Versatile Travels & Tours Limited is given below:
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Chairman

Managing Director

Director
Executive Director

General Manager

Executives
Officers
Assistants

Figure: Organizational hierarchy of Versatile Travels & Tours Limited (Overall)

ACCREDITATION AND ASSOCIATION

IATA
Versatile is IATA accredited. It stands for The International Air Transport Association. The
International Air Transport Association (IATA) is the trade association for the world’s airlines,
representing some 290 airlines or 82% of total air traffic. They support many areas of aviation
activity and help formulate industry policy on critical aviation issues.
IATA was founded in Havana, Cuba, on 19 April 1945. It is the prime vehicle for inter-airline
cooperation in promoting safe, reliable, secure and economical air services - for the benefit of
the world's consumers. The international scheduled air transport industry is more than 100
times larger than it was in 1945. Few industries can match the dynamism of that growth, which
would have been much less spectacular without the standards, practices and procedures
developed within IATA.
At its founding, IATA had 57 members from 31 nations, mostly in Europe and North America.
Today it has some 280 members from 120 nations in every part of the globe.
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DCCI
It stands for Dhaka Chamber of Commerce and Industry. Versatile is associated with this
association. It is the voice of SMEs serves as the first point of business contact for penetration
into new market and a vibrant platform putting forward facts-based opinions, suggestions and
recommendations for a brighter tomorrow in the sphere of trade, commerce and the overall
economy. DCCI, the largest and most active Chamber of the country, established in 1958, was
incorporated under the companies Act, V11 of 1913 as a limited company on March 10, 1959.
It serves as a model of non-profit, service-oriented organization. It has rendered more than four
decades of very useful services for the development of business and industry in Bangladesh.
It has four classes of membership: General, Associate, Town Association and Trade Group.
The Chamber is run by a Board of Eighteen Directors representing all classes of membership.
One third of the Directors retire every year. A President, a Senior Vice-President and a Vice-
President are elected by the Board for a term of one year. The President is the Chief Executive
of the Chamber. The Board of Directors is assisted by a number of Standing Committees on
various important business-related subjects and by a full-fledged Secretariat.

ATAB
Versatile is a member of the Association of Travel Agents of Bangladesh (ATAB). After the
independence in 1971, the first generation travel agents of Bangladesh started feeling to be
united under an umbrella to form a platform for the greater interest of the travel agency to
protect their rights and privileges and to ensure the healthy growth of the travel & tourism
sector. On the other hand, they were much more interested to develop fellowship and better
understanding amongst them. The inception of the platform started in the year 1974 & 1975
and continued to achieve the result.
Keeping in mind with this aims and objectives, the first meetings of the travel agents of
Bangladesh were held at Dhaka on 22nd October, 1976. In the subsequent second meeting was
held on 11th December, 1976 at 6.00 p.m. to form association, namely, “IATA Travel Agent’s
Association” at Dhaka Club. Mr. M.A. Talib and Mr. A.N.B. Karim were elected as the
Founder-President and Founder-General Secretary respectively of the newly formed
association. Other founder-members were Mr. Md. Sarqum Ali, Mr. S. Huda, Mr. M.M. Haque,
Mr. S. Rahman, Mr. A. Salam Khan and Mr. Masoodul Haque.
The first Annual General Meeting (AGM) of this unregistered Association was held in
Bangkok on 10th April, 1978 while the second AGM were held on 29th June, 1979 at Dhaka
Club. The historic amendment of the constitution of the Association was adopted in the second
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AGM by re-naming the association as “Association of Travel Agents of Bangladesh”, in short,

“ATAB”.

HAAB
It stands for Hajj Agencies Association of Bangladesh. Versatile Travels & Tour Limited is
also a member of HAAB. Hajj Agencies Association of Bangladesh (HAAB) is the prime
organization of Hajj agency owners of Bangladesh. HAAB was established in 2001 by the
immense contribution of its former president Dr. Muhammad Faruk. The Organization had
gotten license and approbation from Bangladesh Government and Royal Saudi Government.
Currently, it has over 402 members in its platform. Hajj Agencies Association of Bangladesh
(HAAB) is an active member of FBCCI.
The key objects of HAAB are to co-operate its members to implement the rules and regulations
of‘Hajj and Umrah’ provided by Bangladesh and Saudi Government, to help the Bangladeshi
Hajj pilgrims who are eager to do Hajj under private management, and to remove all kinds of
hindrances of Hajj pilgrims by assisting and advising them to perform Hajj in right manner and
more.

PERFORMANCE HISTORY
Versatile Travels & Tours Limited is the travel agency with last 23 years’ experience, they
have been able to capture a major market share with very wide customer base including
Government Organizations, NGOs, Foreign Missions, Private & Public Sector Organizations
and Corporate Houses, etc. They also provide personalized services for VIP’s, CIP’s and
distinguished figures of the country.
Versatile is processing visa services for Thailand, Malaysia, China, Sri Lanka and many other
countries. They assist manpower clearance and have excellent relationship with Departments
of Government & Ministries.
Versatile Travels & Tours Limited is appointed as Hajj & Umrah agent since 1994 with success
and popularity.
With most experienced personnel, they have separate sections for Ticketing, Visa processing,
Hajj & Umrah. Their offices are well equipped with modern & latest means of technologies
communication such as online reservation systems, emails, fax, cellular and telephones.
They assist 24 x 365 days apart from the business hours, which means they assist and serve
clients on holydays, weekends as well.
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SWOT ANALYSIS
Every organization is composed of some internal strengths and weaknesses and also has some
external opportunities and threats in different stages of its life cycle. This following will briefly
introduce to Versatile Travels & Tours Limited’s internal strengths and weaknesses, and
external opportunities and threats.

STRENGTHS
 28 years’ experience in travel agency business.
 Honest, friendly, skilled staffs.
 Good connection with tourism and other related associations and channels in case of
emergency.
 Good past customer link, base, and recommendation of customers.
 Good relation with vendors and suppliers.
 Fast booking service.

WEAKNESSES
 Is not following the present marketing tactics and trends.
 More skills and training needed to staff as compared to other company staff.
 Low focus on branding.
 Weak on travel forum such as Tripadvisor, Lonelyplanet which are good sources of
getting customers.
 Prepaid service of vendors.
 Lack of motivation of some employees.
 Computers and IT service is not up to mark.
 No online service.
 Not using appropriate software and hardware.
 Bad internet connection.
 Manual or physical database management.

OPPORTUNITIES
 Tap the new market of online.
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 Grab attention of past customer attention with marketing regularly and use their
recommendation.
 Use social sites for marketing tools.
 Government of Bangladesh is giving much support on developing travel agency
business.
 Online Travel Agency (OTA) service.
 Good corporate relation with domestic hotels as well as foreign countries hotels.
 Rising demand of tourism.

THREATS
 High Market competition in price.
 Lack of adequate skilled manpower.
 Politics and political instability in Bangladesh.
 Increasing number of competitors.
 Security of IT service is a little bit vulnerable.

CORPORATE BUSINESS SERVICE FACILITY

 Assist 24 x 365 days apart from the business hours, which means Versatile may assist and
serve clients on holydays, weekends as well.
 Well equipped with reservation and fully adapted in accordance with Technology demand.
 High professional manpower can assist clients according to their need.
 Door to door service delivery.
 Email based service (Online).
 Credit facility up to 7 days

ADDITIONAL SERVICES
 Confirmation & reconfirmation of reservation.
 Visa services for selected countries.
 Frequent flyer program & enlistment with Airlines.
 Foreign exchange endorsement.
 Group movement subject to approval of concern airlines.
 Delivery of ticket to office/home or at airport before departure.
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 Arrangement of domestic tickets.

 Travel & health insurance services through affiliated agent.
 Hotel reservation at home & abroad through affiliated agent.
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INTERNSHIP IMPACT
What I mean the impact here is the influence of what I have got when performing my internship
for 10 weeks. The impact of internship is very useful because it enables me to have a positive
view about the real job in the future.

EXPERIENCE
It was the extracurricular and outer gaining practical based study. So far I concern after all my
work experience over ten weeks in this organization I found that this organization has earned
good will in the national and international sector for building of great service with good
relations. This organization seems to have ability to fulfill determinants of service quality such
as reliability, responsiveness, assurance and tangible aspects.

The academic practice has developed my confidence to work in a travel agency. I am much
aware of the rules and regulations that has to be followed by liberal tours and travels. This type
of internship required for me to develop my skills, knowledge and experience in travel and
tourism industries including the ticketing business. It is more fruitful to build confidence and
ability which will be very helpful to me for the further career development.

I have found it very beneficial and interesting to work as an intense in Versatile Travels &
Tours Limited. However there are some constraints that I have realized and found during my
internship. Due to the constraints I couldn’t gain much knowledge which I have hope to learn.

ASSIGNMENTS AND CONTRIBUTION

In Versatile, I had done different types of activities in Management and IT. Those activities
were very influential for a travel agency, because it’s all about customers’ satisfaction. And
without proper management and IT support it is quite impossible to comply with customer in
this sector.
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Figure: New Application Format Figure: Previous Application Format

However, at first I was known the system of the business such as the flow of operation. How
the tasks and activities flow from one step to another step. The company has very few
employees. The main branch where I worked has only 16 employees. Among them 10
employees are in sales and marketing department. As the hierarchy is flat so I had the
opportunity to work with executive director. At first I was assigned to fix some computers
operating system and other software’s issue. Being a MIS student I had the knowledge of the
work and did it. Then I re-designed the leave application form of the company. I was also
assigned to make an employee database. I made an excel database which can be used like a
software where inputs have to give in a form and there was macro programmed buttons for
adding, editing and removing information. I gave some presentation about some topics
regarding various IT related terms and system. I participated in some meetings with vendors
and service providers. I made email and cell phone numbers database of clients. I also
interacted with customers and booked their tickets as well. I visited various vendors and other
service provider’s office to fix some issues. I made reports of those and submitted the reports.
I also visited some banks for transactions of the company. I made format of ticket price
generator. I also made sales report of some months. I have worked in Umrah Visa Processing
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desk. Apart from these I also assisted other employees. While working I observed a lot of things
and suggested a lot of things where it was necessary.

Figure: New Employee Database

LEARNINGS
Choosing Versatile Travels & Tours Limited among others was very important decision of
mine while doing internship. There were other agency which I could select but Versatile stands
the best for interning in order to achieving my preset objectives. And so far I achieved too.
Versatile officers and executives were very friendly in teaching what they had to do. From how
to interact with a vendor to how to plan, manage, cooperate and get the job done and a lot more.
I learnt that selling ticket is not the only job. For that we need to interact with vendors, suppliers
and other service providers time to time. Without proper management it is impossible to cope
up with the whole traveling and tourism service. Along with that effective and efficient IT
system is a must. The success and failure of the entire operation depends on these things.

Marketing is also very important tool to bring clients. Satisfied customers of past plays vital
role in marketing the company in the home country. The recommendation is the best way of
marketing in this sector of business. It is the cheapest, fastest, easiest way to convey what
company’s products and services are.

To point out what I have learnt my internship, below are the inputs.

 How to create packages for travelers of overseas.

 How to interact with clients.
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 How to manage the system.

 Planning, Staffing.
 Decision making.
 How to record PNR.
 How to book a ticket.
 How to issue a ticket.
 How the satisfied customers can be the best way of marketing.
 What are peak seasons for travel agencies.
 What are minor activities are done in the process.
 How to coordinate between departments.
 How to negotiate with vendors, suppliers and other service providers.
 How to arrange meetings.
 How to integrate IT with the system.

RECOMMENDATION
As per earnest observation, some suggestions for the improvements of the situation are given
below:

Being a fresh Graduate, this will be my courage to suggest on the performance and actions of
the travel agency and on the experienced professionals. The bellow issues are some of my
observations based on my education prevailing circumstances comparing to other agencies and
sometimes on the customer’s point of view.

 The company should introduce digital marketing.

 They should integrate their service with their website.
 They should upgrade the system to Online Travel Agency (OTA) service.
 They should be more concern about their IT and Internet security.
 They should upgrade their computers and internet to provide lag free fastest service.
 They should train their stuffs about using Microsoft Office and other necessary
software and programs especially Microsoft Excel.
 They should manage virtual database of clients, vendors, suppliers, service
providers and employees as well.
 The employees need to be motivated.
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 They should use job rotation to remove job monotony among the officers which
will increase their efficiency as well.
 They should focus on their promotional activities on its marketable products.
 They should focus on the marketing aspects by informing the customers about its
products and offering services charges.
 Travel agency is service-oriented marketing. Its business profit depends on its
service quality. That is why the authority always should be aware about their service
quality. Employees must give individual attention to the consumer. For that, they
can recruit more employees.
 Often customers complain that all customers are not treated equally. According to
them valued and loyal customers always get extra facility and customized services
from officers where normal customer do not. Limited number of manpower is one
of the reasons of lower customer service. If Versatile recruits more employees and
each and every employee are dedicated to their work than the quality of the service
will of course increase. All the customers should treat in same manner.

CONCLUSION
Concluding this report, what I learnt is travel agency business has huge market in Bangladesh.
The rate of travelers from Bangladesh to overseas is increasing. There are lots of competitors
has been doing their business in this sector with high competition. The associations related to
this sector are also much concern about this business issues. They are much cooperative in
terms of travel agency business. The market is growing up, with flow of travelers outside and
inside of countries. Besides, marketing is very vital in micro and macro level. However,
Versatile ravels & Tours Ltd is considered to be specialized in travel agency business. This is
why within a period of time, Versatile Travels & Tours Ltd has positioned itself one of the
leading travel agency in Bangladesh. To the gateway to practical professional life, an
experience at Versatile Travels & Tours Ltd as an intern was a privilege for me.

Versatile Travels & Tours Ltd does offer a real practical orientation to the new comers with
typical corporate culture. This three months internship orientation with Versatile Travels &
Tours Ltd undoubtedly will help me a lot to understand and cope with any future typical
corporate culture.
 Page |a

Appendix

Journals
Internship Journal – 01

Prepared for: Noushin Laila Ansari

Prepared By: Abir Ahmed Khan

ID# 121 0518 030

Course: BUS 498

Section: 83

Semester: Fall 2018

Time Period: 1st week (7th October to 11th

October)

On the first week of my internship, I was introduced to my supervisor, and he gave me a general
overview of the company and how it runs. They gave me a workstation with a computer. I was
told that they would give me the works which is suitable and essential for both me and the business.
I was assigned for management department on my first week at the company. But I have to do IT,
Marketing related works as well if the company requires.

On the first week I was asked that if I can install Operating System Software and other necessary
software in a Computer. I replied positively. They gave me a computer to repair it and told me if I
stuck anywhere and need help then I can ask them. They will help me then. I took the CPU and
plugged it then tried to run it first. I noticed that the machine was making unpleasant noise. I asked
the person who gave me the job that what to do for the noise. He just replied to fix it if I can. Then
I opened the machine and saw it was covered with so much dusts. I cleaned the dusts from the
CPU and its processor’s and motherboard’s heat sink as well with a blower and brush. Then I
wiped carbons from its RAM’s connector pins with an eraser. Then started the machine again and
it run without making any noises. Then I took an extra hard disc to back up the necessary files and
did it. After that I installed operating system and other necessary software in it.

The next job given to me, was to design a “Leave request application form”. I have taken some
requirements or points from HR manager to mention in the form. I designed the form according to
their requirements using developer option of MS Word.
These work took me 5 days to complete. I did not bother any employee to learn something for the
jobs done as I am a self-learner and the jobs were not that hard. I took some help from YouTube
and other websites via Google to learn the necessary things. I have learned to use developer mode
of MS word to make Fillable Forms by Computer. I showed the CPU to my supervisor. Then he
praised me for my patience, sincerity and for the job done as well. When I showed the form that I
designed he praised me for my work and told me their form was not this “Cool” before. And he
forwarded the leave application form to the HR manager for approval. On the next day, my
supervisor let me know that my form was justified, and was going to be used by the company
widely. He also congratulated me since I was able to impress the HR manager with my form. It
was my first week at the company, and I really felt very well after executing my first week’s
objective. I was looking forward and hoping for the best.

Picture: Previous Form

Picture: My designed form.
Internship Journal – 02
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 2nd week (14th Oct - 18th Oct)

On the Second week of my internship I was told to assist a director of the company for online
service processing, e-commerce basically. For this the director along with me had a meeting with
the web developer company. They asked for “SMTP details and SMS details and integration
process” for the job. Later, after the meeting the director asked me to brief him and a manager
about the quoted terms. I described them about the terms. Then he asked my opinion about what
should be done.
I suggested them to upgrade their system to online service as well. As now a days every
organization is taking the opportunity of IT system to provide more support to their customers
easily. I suggested them for tele marketing as well. Then my supervisor told me that they are
interested about tele marketing and they want to promote their service via SMS. They are interested
for SMS confirmation to customers as well. So they asked me to contact with an SMS service
provider.
On the following day I arranged a meeting with a Marketing Executive of an SMS service provider.
I took their quotation learned the process and further described it to my supervisor.
On this week I learned about the procedure of SMS marketing and its integration system. I have
studied about SMTP and webmail system for briefing these terms. I gave a short presentation about
Service using IT. Learned to set meeting and negotiate with potential service provider practically.
The Director and my Supervisor praised for knowledge. They appreciated me as well for my
sincerity.
It is found that the company is only concerned to provide service to their customers manually. The
organization have only two offices. They have a few number of employees. Most of them are
serving under marketing department. Three or four people are handling Financial and Accounting
jobs. So the company hierarchy is flat. That is why it was possible for me to work with director as
an intern.
I learned about SMTP and SMS service and integration from my basic MIS Courses. I learned to
give presentation in almost all semester of University life.
Internship Journal – 03
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 3 week (21st Oct - 25th Oct)
rd

On the third week of my internship I was told to make a database format for employee record. I
asked them to give me a database software like “Xampp”. But they told me to make an MS Excel
format for the database. Then I asked for some requirements for the database format. Then I was
requested to give them a list of attributes for the format. Then they will add or remove the attributes
if necessary. Then I gave them the list. They removed some attributes and approved. Then I started
making it. I made the database form with visual basic programming. There was buttons for adding,
removing, cancelling and saving. There was also an option for adding and previewing photos of
employees.
I learned about the format of an employee database. I also learned some codes of programming in
visual basic from internet. I also learned some tips of MS Excel from the internet while doing the
job. Then I submitted the format. The supervisor liked my work a lot.
While doing the job I came to know that the institution maintains employee database manually.
They keep the rerecords with very less information as the company has very less employees. They
do not update employees’ recent information as well. The company only records their employees’
information at the time they are appointed.
While doing the job some employees’ saw what I was doing. While passing by, some of them
stood beside me seeing my work. Some of them including a director of the company got wondered
that these things are possible in MS Excel. Some of them also asked me to show them how to do
these things.
I learned so many things of the job from MIS 205 and MIS 260 course. Especially about visual
basic, some formulas, developer option of MS Excel etc. My experience from the practical
computer lab classes helped me lot for the job.
Internship Journal – 04
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 4 week (28th Oct – 1st Nov)
th

On the fourth week of my Internship my supervisor told me that they want to send email
notification. For these they wanted me to collect as many email addresses as possible and put it in
an excel file. I took their permission to view some marketing officials’ email account. Then I took
their email contacts and other email address from their emails in front of them by taking their
permission. At first I put those email addresses in a MS word file. Fortunately, the email addresses
were separated by “comma ( , )” but in a single para. So, I used “Notepad + +” software to replace
the “comma ( , )” with a line break by using the code for next line ( \n ). Then each of the addresses
came in a separate line and I pasted them in an excel file. Then I eliminated the duplicate addresses
using duplicate removal option. Then finally I managed to collect almost 8000 email addresses.
I learned the trick of replacing anything with line break from internet. It took me 4 days to complete
the job. Because I had to remove some unusual address and names which were not necessary.
Before removing duplicates there were almost 17000 entries. When I submitted it to my supervisor,
he praised me for my patience and hard work.
I found out that they do not maintain clients’ database. They just contact their clients’ from their
email accounts address book. There were 15 persons who communicates with clients. So, they do
not have all clients’ emailing contact together.
While doing the job one of the marketing official heard about the job. He smiled and said it would
take at least a month to complete the job. But, when he come to know that I did it in only four
days, they he become astonished. He told me “Boss, you are a Jewel”
I learned so many things of the job from MIS 205 and MIS 260 course. Especially about Email
address book, some formulas, and duplicate removal in MS Excel etc. My experience from the
practical computer lab classes helped me lot for the job.
Internship Journal – 05
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 5 week (4th – 8th Nov)
th

On the fifth week of my Internship my supervisor told me that they want to send SMS notification.
For these they wanted me to collect as many mobile numbers as possible and put it in an excel file.
I took their permission to view some marketing officials’ Cell phone. Then I Backed up all their
contacts and took it to my computer. Then I converted the contact file (VCF format) to CSV file
format (Excel). Then I called the employees one by one, so they can check and remove some
personal contacts. Then I deleted all the columns except the mobile number column. Then
formatted the column to view the numbers properly as the numbers were shown in exponential
format. Then I removed the duplicate and irrelevant numbers.

I learned converting exponential or complex numbers into normal numbers keeping “Zero” (“0”)
at the beginning of the number. It took me 4 days to complete the job. Because I had to remove
some unusual numbers which were not necessary. Before removing duplicates there were almost
15000 entries. When I submitted it to my supervisor, he praised me for my patience and hard work.

I found out that they do not maintain clients’ database. They just contact their clients’ from their
cell phone or email accounts address book. There were 15 persons who communicates with clients.
So, they do not have all clients’ mobile numbers together.

While doing the job some persons were unhappy that their personal numbers would be given as
well. But, when I gave them the option to remove the numbers those they don’t want to share, then
they felled relieved. They thank me and told me that I would shine in any company.

I learned so many things of the job from MIS 205 and MIS 260 course. Especially about
Converting excel file formats, some formulas, and duplicate removal in MS Excel etc. My
experience from the practical computer lab classes helped me lot for the job.
Internship Journal – 06
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 6 week (11th – 15th Nov)
th

On the sixth week of my Internship my supervisor taken me to one of the director’s chamber. Then
he briefed about the issues we faced while working for SMS and email notification. One of the
major issue was, they do not maintain customers’ database. The director asked about what I was
thinking off. I told them that they have the clients’ details in the soft copy of tickets. So, the details
can be easily extracted from there to notify them about future offers and service. I suggested them
to buy a customized database software. Then he told me that everyone is not software friendly and
they are planning to order a centralize software to maintain everything. So, I was ordered to extract
the details and insert it in an excel file. For the job they assigned another employee to help me. We
extracted nearly 8000 customers’ details and submitted it to the supervisor.

I learned to collaborate with others in a job from the work. We made almost 14 thousand entries.
Then we merged our details and removed the duplicate entries. The other employee was a
cooperative and nice person he taught me how to smartly submit assignments to the seniors without
being nervous.

I found out that most of the employees’ do not want to work using any new software, and few of
them do not know much about excel.

The employee who helped me in the assignment praised me for my patience and accepting
mentality. He wished me for my future carrier.

I learned so many things of the job from MIS 205 and MIS 260 course. Especially about basic
knowledge of MS excel, MS word, and duplicate removal in MS Excel etc. My experience from
the practical computer lab classes helped me lot for the job.
Internship Journal – 07
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 7 week (18th – 22nd Nov)
th

On 7th week, my supervisor told me to make sales report for previous 3 months. I told them that I
never made a sales report, but with their little training and supervision I will be able to do it. Then
he gave me an old sales data and sales report to take those as model and to take help from that.
Besides he briefed me the outline and format of the report. Then I downloaded the raw sales data
from the internal server and made the reports as I was told. I also cross checked the figures and
amounts of the report with total sales and profit figure or amount. On the last day of the week I
submitted the report to my supervisor.

I practically learned to make sales report of a service oriented business from the assignment. I
learned some tricks of excel from my supervisor as well.

I found out that the employees especially who are in sales department are praised, appreciated and
motivated for their performance which is determined from the sales reports. Employees who are
unable to perform well have to show cause and then motivated to perform better in future. The
company even sacks employees if their performance is consistently poor.

When my supervisor gave me the job and I told him that with their little training and supervision
I will be able to do the job then he smiled. After finishing the job he told me the reason of that
smile. The reason was I did not make any excuse for not doing a new and tough job, even I was
not overconfident nor afraid to do the job. Instead I wanted their supervision only. He found me
very positive and he actually expected that from me. Then he appreciated me.

I learned so many things of the job from MIS 205 and MIS 260 course. Especially about basic
knowledge of MS excel formulas. My experience from the practical computer lab classes helped
me lot for the job.
Internship Journal – 08
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 8 week (25th – 29th Nov)
th

On the eighth week of my Internship my supervisor gave me some passengers data, and told me
to adjust their total price of tickets keeping the tax, commission and service charges’ percent same.
I asked him that how I shall do it. He told me to take a calculator and calculate every ticket
manually. He also agreed that it would take a lot of time to do the job. I took the data and returned
to my work station. Then instead of doing it manually using calculator, I made a worksheet, put
all the cost figures and started doing calculation using Solver Function of MS Excel. Then I put
the calculated figures in the tickets’ invoice.

I learned to make ticket invoice from the job. With this lesson I will be able to make any kind of
invoices in future.

I found that they make the discounted tickets manually. It takes a lot of time to make the tickets.
And it has a great risk of doing mistake also.

My supervisor thought that as a new person to the job I would take a lot of time. But when I took
one third of the time that usually experienced employees take, he got very surprised. He doubted
that I did not do the job properly. I told him it is an easy job if I do it with excel. Then he praised
me and asked me to teach him the trick sometime.

I learned so many things of the job from MIS courses. I learned the solver function from MIS 460
course. My experience from the practical computer lab classes helped me lot for the job.
Internship Journal – 09
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 9 week (2nd – 6th Dec)
th

On the ninth week of my Internship my director called my supervisor for a meeting regarding
marketing. My supervisor took me to the director’s room. He briefed my supervisor about new
plan of marketing and promotion. While talking, my supervisor complained about their existing
sim operator’s service. Then the director replied that changing operator will cost them loosing of
customers. Then with permission I interrupted and told them that it is possible to change operator
without changing any single digit of the existing numbers and it is a new service, called “Mobile
Number Portability (MNP)”. They got amazed and told me to give them details of the service and
find the best operator. Then I visited each operators’ office of the country. Took their service
details, offers, charges, procedures etc. It took me 3 days. Then I made a report of the findings and
submitted the report.

I learned dealing with vendors and suppliers from the job. I also learned to negotiate with vendors,
suppliers and service providers. I also learned to make reports of the findings.

I found out that the office did not compare while taking corporate service from mobile sim
operator. They are not updated about new offers and services.

My supervisor and director got amazed again about my up to date knowledge of new service and
technology.

I learned so many things of the job from my marketing and management courses. These helped
me lot in many aspect of my internship.
Internship Journal – 10
Prepared for: Noushin Laila Ansari
Prepared By: Abir Ahmed Khan
ID# 121 0518 030
Course: BUS 498
Section: 83
Semester: Fall 2018
Time Period: 10th week (9th – 13th Dec)

On the final week of my Internship my gave me some documents and told me to go to some
vendors office, talk to them about payment and cancellation issues. I got back to my work station.
Find out the sales reports from the servers. Found the physical receipts of the missing documents.
Then with the help of accounts departments I rechecked and found out the faulty receipts. Collected
all, and organized them. Then I went to the vendors’ office (Biman, Indigo and Spice Jet). Talked
to the operation officer. Showed them the receipts and cancelled PNRs’ report. Told them about
their website’s problem. He agreed that the website is going through some system flaws. Then
finally he corrected the account balance and refunded some money to our online agent account of
their service.

I learned dealing with vendors and suppliers from the job. I also learned to negotiate with vendors,
suppliers and service providers. I also learned to make reports of the findings.

I found out that the web service of the vendors are not well enough. They do not check their web’s
problem frequently. However they are very helpful their agents in case of any problem.

My supervisor thanked me and wished me for my future. He told me that he did not expected me
this much helpful as a new comer. He also invited me for dinner as it was my last day of my
internship.

I learned so many things of the job from my marketing and management courses. These helped
me lot in many aspect of my internship.
 Page |m

Employee Satisfaction Survey

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REFERENCES
(n.d.). Retrieved from Versatile Travels & Tours Ltd: http://www.versatiletravels.com/

(2018). Retrieved from IATA: https://www.iata.org/Pages/default.aspx

(2018). Retrieved from HAAB: https://www.haab-bd.com/

(2018). Retrieved from ASSOCIATION OF TRAVEL AGENTS OF BANGLADESH:

http://www.atab.org.bd/

(2018). Retrieved from DHAKA CHAMBER OF COMMERCE & INDUSTRY (DCCI):

http://www.dhakachamber.com/