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8/4/2019 MTA Training Project 111
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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)1
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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” people and understanding the
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.
DATE:
PLACE: Gulbarga
Nagamma S.K
DEPARTMENT OF TOURISM ADMINISTRATION (MTA)2
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Contents UNIT-1.
1.1Introductions
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, India’s Online Travel
Leader.
MakeMyTrip.com, India’s 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 Trip’s 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 tomeet 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 brand’s 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 Trip’s
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 Trip’s 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 plusa 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 self- packaging 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
day’s 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 profileSidra 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 India’s 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 associate’s 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 andyour 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 atyour 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 Magazines, Newspaper
brochures, website etc.
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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 T our 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
Passport Services
International & Domestic Holiday Packages Foreign Exchange
(FIT) Foreign Independent Tour (GIT)
Group Tour
MICE Outbound & Inbound Tours Cruises booking
World-wide Hotel Reservation Travel Insurance
Visa Services Bus Tickets
Rail Tickets Car Retail
B2B / Affiliates Program for Travel Agents Business / Corporate Travel service
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.
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Inbound Domestic & Outbound International Tours and Travelwe arrange all inbound tours / outbound tours for individual (FIT) and (GIT) group travelers
with tailor made itineraries.
Visa Services
we arrange all type of Visa’s 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
coverage’s 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
AgeNo.of respondent
Percentage
18-25 1 5.00%
26-35 9 45%
36-45 7 35%46 &above 3 15.00%
Total 20 100%
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% tourist’s belongs to the 36-45 age group, 15% of tourist’s belongs to 46 &
above & 5% of the tourist belongs to the 18-25 age groups
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3.2
Awareness
No.of respondent
Percentage
Internet 5 25.00%
news paper 3 10%
Freinds&relatives 7 35%
Others 6 30.00%
Total 20 100%
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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3.3Level Of Satisfaction
No.of respondent
Percentage
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
travelingpeople
No.of respondent
Percentage
group 8 40.00%
individual 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
No.of respondent
Percentage
heritagetour 8 40.00%
pilgrimagetour 9 45.00%
adventuretour 2 10.00%
business
tour 1 5.00% Total 20 100%
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DEPARTMENT OF TOURISM ADMINISTRATION (MTA)
e chart no. 3.5 shows the 40% of tourist prefer heritage tours,
% prefer pilgrimage tour, 10% of tourists follow the adventure
rs but only 5% of tourist travel for the business purpose.
6
cility
No.of
responde
nt
Percenta
ge
xcelle
1 5.00%
ood 17 85.00%
verag
2 10%
oor 0 0%
otal 20 100%24
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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
No.of responde
nt Percentage7star 0 0.00%
5star 3 15.00%
3star 5 25.00%
normal 12 60%
Total 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
No.of
respondent
Percenta
geyes 17 85.00%
no 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 thistravel agency & only 15% tourists willing to travel out of India i,e, abroad.
3.9
Traveling inIndia
No.of respondent
Percentage
withinKarnataka 7 35.00%
north India 4 20.00%
south India 5 25.00%other 4 20.00%
Total 20 100%
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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
DEPARTMENT OF TOURISM ADMINISTRATION (MTA)
travelingin aboard
No.of respondent Percentage
Europe 6 30.00%
NorthAmerica 5 25.00%
Asia 5 25.00%
Other 4 20.00%
Total 20 100%
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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 tourismindustry 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 thenecessary 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-travel-
tours-gulbarga-iid-139407027
http://www.makemytrip.com/bus-tickets/hyderabad-gulbarga-booking.html
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