The book discusses the features of the tourism business in Russia, the procedure for forming a travel company, the development and selection of tourism programs. The issues of the relationship of the travel agency with clients and competitors are revealed, staffing etc. The book will be of interest to heads of travel companies, businessmen, teachers, students, as well as all citizens who want to have a successful vacation and relax without any problems.

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The given introductory fragment of the book Organization of tourism business: technology for creating tourism products (L. A. Mishina) provided by our book partner - the company liters.

Chapter 2. The procedure for forming a travel company

2.1. Development of constituent documents. Registration of a travel company. Charter of the company

In accordance with the provisions of the Federal Law “On the fundamentals of tourism activities in Russian Federation", the tour operator company must be registered as entity, and a travel agent company can be registered as a legal entity or as individual entrepreneur.

Let's consider Features of the formation of tour operator and travel agency firms. A tour operator company (tour operator) is commercial organization. In accordance with paragraph 2 of Art. 50 Civil Code Russian Federation tour operator can be created in the form business partnerships and societies, production cooperatives, state and municipal unitary enterprises. The most practical and optimal would be to create a tour operator in the form of a limited liability company (LLC) or in the form of a joint stock company (CJSC or OJSC). The activities of a tour operator (creation, reorganization and liquidation), as well as the requirements for constituent documents, are regulated by the Civil Code of the Russian Federation; the mechanism of action of a particular tour operator is prescribed in Federal laws (Federal Law of February 8, 1998 No. 14-FZ “On Limited Liability Companies” and Federal Law of December 26, 1995 No. 208-FZ “On joint stock companies»).

Regardless of the form of formation of the tour operator, he is obliged to develop constituent documents, which include the charter of the company and the constituent agreement. In accordance with paragraph 1 of Art. 52 of the Civil Code of the Russian Federation, a legal entity acts on the basis of a charter, or a constituent agreement and charter, or only a constituent agreement. If the founder of the tour operator is one person, then such a legal entity acts on the basis of the charter approved by this founder. The requirement for the constituent documents of a legal entity is to include the following information:

1) name of the legal entity;

2) its location;

3) the procedure for managing its activities;

4) other information provided for by law for legal entities of the corresponding type (clause 2 of Article 52 of the Civil Code of the Russian Federation).

In the constituent agreement, the founders undertake to create a legal entity, determine the procedure for joint activities for its creation, the conditions for transferring their property to it and participation in its activities. The constituent agreement also specifies the conditions and procedure for the distribution of profits and losses between the founders, management of the activities of the tour operator and the withdrawal of the parties to the agreement from the founders.

Limited Liability Company. A company founded by one or more persons, the authorized capital of which is divided into shares, and the size of these shares is determined by the constituent documents, is recognized as a limited liability company; participants of such a company are not liable for its obligations and bear the risk of losses associated with the activities of the company, within the value of the contributions they made (clause 1 of Article 87 of the Civil Code of the Russian Federation).

In accordance with paragraph 3 of Art. 7 of the Federal Law “On Limited Liability Companies” the number of participants in the company should not be more than fifty.

The constituent documents of an LLC are the memorandum of association and the charter, provided that there is more than one founder. If an LLC is founded by one person, then the constituent document is only the charter approved by this person.

In accordance with paragraph 1 of Art. 12 of the Federal Law “On Limited Liability Companies” in the constituent agreement, the founders of the company undertake to create a company and determine the procedure for joint activities to create it. The Articles of Association define the following:

1) composition of the founders (participants) of the company;

size 2 authorized capital company and the size of the share of each of the founders of the company;

3) the size and composition of deposits;

4) the procedure and timing for making these contributions to the authorized capital of the company upon its establishment;

5) liability of the founders (participants) of the company for violation of the obligation to make contributions;

6) conditions and procedure for distribution of profits between the founders (participants) of the company;

7) the composition of the company’s bodies and the procedure for the withdrawal of company participants from the company.

The charter of a limited liability company must contain the following points:

1) full and abbreviated company name of the company;

2) information about the location of the company;

3) information about the composition and competence of the company’s bodies, including issues that constitute the exclusive competence general meeting participants of the company, on the procedure for making decisions by the company's bodies, on issues on which decisions are made unanimously or by a qualified majority of votes;

4) information on the size of the authorized capital of the company;

5) information about the size and nominal value of the share of each participant in the company;

6) rights and obligations of company participants;

7) information about the procedure and consequences of the withdrawal of a company participant from the company;

8) information on the procedure for transferring a share (part of a share) in the authorized capital of the company to another person;

9) information on the procedure for storing the company’s documents and on the procedure for the company to provide information to the company’s participants and other persons;

10) other information that does not contradict the legislation of the Russian Federation (clause 2 of article 12 of the Federal Law “On Limited Liability Companies”).

Joint-stock company (OJSC and CJSC). A company whose authorized capital is divided into a certain number of shares is recognized joint stock company. Participants in a joint stock company (shareholders) are not liable for its obligations and bear the risk of losses associated with the activities of the company, within the limits of the value of the shares they own (Clause 1, Article 96 of the Civil Code of the Russian Federation). In accordance with paragraph 1 of Art. 98 of the Civil Code of the Russian Federation, an agreement on the creation of a joint-stock company must be concluded in writing between the founders of a joint-stock company. This agreement determines the procedure for the founders to carry out joint activities to create a company, the size of its authorized capital, the categories of shares issued and the procedure for their placement and other conditions provided for by the Federal Law “On Joint-Stock Companies”.

In accordance with paragraph 1 of Art. 7 of the said federal law, a joint stock company can be open or closed, which, in turn, is reflected in its charter and corporate name.

A joint stock company, the participants of which can alienate shares belonging to them without the consent of other shareholders, is recognized open joint stock company(JSC). Such a joint stock company has the right to conduct an open subscription for shares issued by it and their free sale under the conditions established by law and other legal acts.

An open joint stock company is obliged to annually publish for public information an annual report, balance sheet, and profit and loss statement. Number of shareholders open society not limited.

A joint stock company, the shares of which are distributed only among its founders or other predetermined circle of persons, is recognized closed joint stock company (CJSC). Such a company does not have the right to conduct an open subscription for the shares it issues or otherwise offer them for acquisition to an unlimited number of persons (clause 2 of article 97 of the Civil Code of the Russian Federation; clause 3 of article 7 of the Federal Law “On Joint-Stock Companies”).

CJSC shareholders have preemptive right acquisition of shares sold by other shareholders of this company. The number of shareholders of a closed company should not exceed fifty.

The constituent document of any joint stock company (CJSC or OJSC) is the company’s charter approved by the founders (clause 3 of article 98 of the Civil Code of the Russian Federation; clause 1 of article 11 of the Federal Law “On Joint Stock Companies”).

According to paragraph 3 of Art. 11 Federal Law “On Joint Stock Companies” The charter of a joint stock company must contain the following points :

1) full and abbreviated company names of the company; location of the company;

2) type of society (open or closed);

3) the number, par value, categories (ordinary, preferred) shares and types of preferred shares placed by the company;

4) rights of shareholders - owners of shares of each category (type);

5) the size of the authorized capital of the company;

6) the structure and competence of the company’s management bodies and the procedure for their decision-making;

7) the procedure for preparing and holding a general meeting of shareholders, including a list of issues, decisions on which are taken by the company’s management bodies by a qualified majority of votes or unanimously;

8) information about branches and representative offices of the company;

9) other provisions provided for by this Federal Law and other federal laws.

Company registration. In accordance with Art. 13 Federal Law “On Limited Liability Companies” and Art. 13 Federal Law “On Joint-Stock Companies”, a tour operator, regardless of what type of legal entity he chooses, must be registered with the body carrying out state registration of legal entities in the manner established by Federal Law of August 8, 2001 No. 129-FZ “On state registration legal entities and individual entrepreneurs."

State registration is carried out by the federal executive body authorized to carry out this activity in the manner established by the Constitution of the Russian Federation and the Federal Constitutional Law of December 17, 1997 No. 2-FKZ “On the Government of the Russian Federation”.

In accordance with paragraph 1 of Art. 13 Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, state registration of legal entities is carried out by registration authorities at the location of the permanent executive body, in the absence of a permanent executive body - at the location of another body or person authorized to act on behalf of the legal entity without a power of attorney.

According to Art. 12 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, in order to register a tour operator company, the following documents must be submitted to the registration authority: 1) an application for state registration. The application form is approved by the Government of the Russian Federation. It must be signed by the applicant, with the signature certified by a notary, passport data (other identification document) and an identification number taxpayer. The application must confirm the following:

a) the submitted constituent documents comply with the requirements established by the legislation of the Russian Federation for the constituent documents of a legal entity of a given organizational and legal form;

b) the information contained in the constituent documents and other documents submitted for state registration, as well as in the application for state registration, is reliable;

c) the creation of a legal entity was carried out in compliance with the procedure for their establishment established for legal entities of this organizational and legal form, including payment of the authorized capital (authorized capital, share capital, share contributions) at the time of state registration;

d) issues of creating a legal entity in cases established by law are agreed upon with the relevant government agencies and (or) local government bodies;

2) a decision on the creation of a legal entity in the form of a protocol, agreement or other document in accordance with the legislation of the Russian Federation;

3) constituent documents of a legal entity (originals or notarized copies);

4) an extract from the register of foreign legal entities of the relevant country of origin or other evidence of equal legal force legal status foreign legal entity - founder;

5) a document confirming payment of the state duty (according to Article 3 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, a state duty is paid for state registration in accordance with the legislation on taxes and fees).

The procedure for submitting documents to the registration authority must comply with those established by law (Article 9 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). All documents required for registration are provided directly to the registration authority or sent by mail with a declared value and an inventory of the contents. The day the registration authority receives the documents is the date they are provided. The registration authority issues a receipt confirming receipt of documents within the period established by law, indicating a list of documents and the date of their receipt. Within 5 working days, he makes a decision on registering a company (Clause 1, Article 8 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). The decision made by the registration authority on state registration is the basis for making an entry on the registration of a legal entity in Single register legal entities (Clause 1, Article 11 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”). In accordance with paragraph 2 of Art. 11 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, the entry by the registering authority of an entry about a legal entity into the appropriate register constitutes registration of a legal entity.

Basic steps when creating a legal entity:

1) holding a general meeting of founders. The founders must decide to create a legal entity, determine the organizational and legal form, name, elect General Director(directors);

2) signing the constituent agreement and writing the Charter of the company (based on the Federal Law “On Limited Liability Companies” or the Federal Law “On Joint-Stock Companies”);

3) opening a savings account. The founders or a person with a power of attorney come to the bank, bring the protocol on the creation of a legal entity, the charter, the constituent agreement, passports and copies of passports, fill out an application for opening an account and deposit 10,000 rubles, after which they receive a notification about opening an account;

4) payment of state duty (2000 rubles);

5) writing an application in the prescribed form;

6) notarization of the applicant’s signature;

7) filing an application with the tax authority at the location of the executive body of the future legal entity.

The following documents are attached to the application:

1) the decision to create in the form of a protocol;

2) constituent documents (Charter, Memorandum of Association);

3) document confirming payment of state duty.

5 days after submitting the application, a certificate of state registration of the legal entity is received (issued personally to the applicant).

Formation of a travel agent company. The procedure for forming a travel agent company (travel agent), which is a legal entity, is identical to the procedure for forming a tour operator and is carried out in accordance with the Civil Code of the Russian Federation and the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”.

The procedure for forming a travel agent registering as an individual entrepreneur is carried out in accordance with the same laws.

To register an individual entrepreneur, an individual must provide the registration authority with the following documents provided for in paragraph 1 of Art. 22.1 Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, which include:

1) application for state registration signed by the applicant. The application form is approved by the Government of the Russian Federation;

2) a copy of the applicant’s main document (if the individual registered as an individual entrepreneur is a citizen of the Russian Federation). If an individual registered as an individual entrepreneur is not a citizen of the Russian Federation, or his identity documents do not comply with the established rules of law, then copies of documents are provided in accordance with paragraphs. c, d, e, f, g, paragraph 1, art. 22.1 Federal Law “On state registration of legal entities and individual entrepreneurs”;

3) a copy of a document established by federal law or recognized in accordance with international treaty RF as an identification document of a foreign citizen registered as an individual entrepreneur (if the individual registered as an individual entrepreneur is foreign citizen);

4) if an individual registered as an individual entrepreneur is a minor, then it is necessary to provide a notarized consent of the parents, adoptive parents or guardian to carry out entrepreneurial activities by an individual registered as an individual entrepreneur, or a copy of the marriage certificate of an individual registered in as an individual entrepreneur, or a copy of the decision of the guardianship and trusteeship authority or a copy of the court decision declaring an individual registered as an individual entrepreneur fully capable;

5) document confirming payment of state duty.

The procedure and deadline for an individual to submit documents to the registration authority is similar to the procedure and deadline for registering a legal entity.

Based on the decision made by the registration authority and its entry into the Unified State Register For individual entrepreneurs, the company is considered registered and, therefore, has the right to engage in travel agency activities.

2.2. Basic conditions for the organization to carry out tour operator and travel agency activities

The main condition for organizations and enterprises to carry out tour operator or travel agency activities before January 1, 2007 was the availability of a license for the relevant type of activity. License– this is a special permit to carry out a specific type of activity subject to mandatory compliance with licensing requirements and conditions, issued by the licensing authority to a legal entity or individual entrepreneur (Article 2 Federal Law dated August 8, 2001 No. 128-FZ “On licensing of certain types of activities”). In accordance with Art. 17 Federal Law “On licensing of certain types of activities”, which is the basis legislative framework, licensing of tour operator and travel agency activities was included in the list of activities that require a license. Amendments made on December 29, 2006 to paragraph 6 of Art. 18 Federal Law “On licensing of certain types of activities”, abolished licensing of these types of activities from January 1, 2007.

Licensing has been replaced by new requirements that ensure regulation of activities in the field of tourism by the state. Federal Law No. 12-FZ of February 5, 2007 “On Amendments to the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation” led to significant changes in the system of education of travel companies and their functioning that had developed over previous years. The main goal of the innovations provided for by this law is to strengthen the protection of the rights and legitimate interests of citizens and legal entities.

The innovations affected, first of all, enterprises and organizations engaged in tour operator activities.

The issue of licensing has caused numerous discussions both among politicians and among tour operators themselves. During these discussions, the weaknesses of the changes made to the law were noted, which include the lack of regulation of the activities of tour operators and travel agents by the state, the often unbearable amount of financial responsibility, a decrease in the quality of service and services provided, and wide opportunities for fraud in this area. The amount of financial support can only afford enough large companies, while smaller companies will have to exit the market. But, on the other hand, given the number of travel agencies that exist nowadays, such “cleaning” can sometimes be useful. But still, the rather modest number of companies that actually have such amounts leads to gloomy thoughts.

Lack of control from higher authorities can lead to a deterioration in the quality of service and the emergence of fraud.

Tour operator – legal entity. According to Art. 1 and Art. 4.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, an enterprise or organization carrying out activities on the territory of the Russian Federation to form, promote and sell a tourism product (tour operator) must be registered as a legal entity in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs” " In other words, from the moment the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation” came into force tour operator- this is necessarily a legal entity, and therefore, all individual entrepreneurs previously engaged in tour operator activities must be re-registered and re-registered as legal entities no later than June 1, 2007.

Financial support. In accordance with Art. 17.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, legal entities that have financial support. Financial support– this is either a civil liability insurance contract for non-fulfillment or improper fulfillment of obligations under an agreement on the sale of a tourism product, or a bank guarantee of fulfillment of obligations under an agreement on the sale of a tourism product. The meaning of this innovation comes down to ensuring proper fulfillment by the tour operator of obligations under all contracts for the sale of a tourism product concluded with tourists and (or) other customers directly by the tour operator or on his behalf by travel agents.

The tour operator concludes a civil liability insurance contract at its own expense with any insurance company that is registered on the territory of the Russian Federation and has the right to carry out civil liability insurance activities for non-fulfillment or improper fulfillment of obligations under the contract. The object of the tour operator's liability insurance is property interests that are associated with the risk of an obligation to compensate for damage to third parties. Insurance case- this is the fact of establishing the obligation of the tour operator to compensate a third party for real damage arising as a result of non-fulfillment or improper fulfillment of obligations under the contract for the sale of tourism products, during the validity period of the tour operator’s liability insurance agreement. In accordance with Art. 17.6 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”, the tour operator’s civil liability insurance contract must contain the following clauses:

1) determination of the insurance object;

2) determination of the insured event;

3) the amount of the insured amount;

4) validity period of the insurance contract;

5) the procedure and deadline for paying the insurance premium;

6) the procedure and period for notification by a third party of the insurer about the occurrence of an insured event;

7) the procedure and deadline for a third party to submit an application for payment of insurance compensation under the tour operator’s liability insurance contract directly to the insurer;

8) a list of documents that a third party must submit to substantiate its claims to the insured for compensation for actual damage;

9) consequences of non-fulfillment or improper fulfillment of obligations of insurance entities.

The tour operator's liability insurance contract, by agreement of the parties (tour operator and insurer), may define other rights and obligations.

Any bank, other credit organization or Insurance Company that are registered in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs” can be a guarantor for bank guarantee fulfillment by the tour operator of obligations under the contract for the sale of the tourism product.

The amount of financial support is fixed in Art. 17.2 Federal Law “On state registration of legal entities and individual entrepreneurs”.

Duration of financial security is indicated in the insurance contract or in a bank guarantee and cannot be less than one year (Article 17.3 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”). The tour operator's liability insurance contract cannot be terminated in advance, and the bank guarantee issued to the tour operator by the guarantor cannot be revoked (Article 17.1 of the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation”).

Single federal register tour operators. The next condition for an organization to carry out tour operator activities is the need to enter information into the Unified Federal Register.

The register is maintained by the federal executive body in the field of tourism.

In the specified register according to Art. 4.1 Federal Law “On the fundamentals of tourism activities in the Russian Federation” must contain the following information about the tour operator:

1) full and abbreviated names in Russian; if in the constituent documents of the tour operator its name is indicated in one of the languages ​​of the peoples and (or) foreign language– also the name of the tour operator in this language;

3) information about the founders of the tour operator;

4) series, number and date of issue of the document confirming the fact of making an entry about a legal entity carrying out tour operator activities in the unified state register of legal entities;

5) series, number and date of issue of the certificate of registration in tax authority, taxpayer identification number;

6) last name, first name and patronymic of the head of the legal entity carrying out tour operator activities;

7) the amount of financial security, number, date and validity period of the civil liability insurance contract for non-fulfillment or improper fulfillment by the tour operator of obligations under the contract for the sale of a tourism product or a bank guarantee for the fulfillment of obligations under the contract for the sale of a tourist product, the name of the organization that provided financial security;

8) sphere of tour operator activity (international tourism, domestic tourism, international and domestic tourism);

9) addresses (locations) and postal addresses structural divisions tour operator carrying out tour operator activities.

The basis for entering information about a tour operator into the Unified Federal Register is an application from the tour operator containing the information to be entered. The main requirements for the application are:

1) drawn up in writing;

2) certified by the signature of the head of the tour operator (or a person representing the tour operator);

3) the applicant’s passport data (or data of another identification document in accordance with the legislation of the Russian Federation) is indicated.

Along with the application, originals or notarized copies of documents are provided that would confirm the information about the tour operator required for inclusion in the register.

The decision to enter information about a tour operator into the Unified Federal Register or to refuse entry is made by the federal executive body in the field of tourism within 5 days from the receipt of the application and all necessary documents. The basis for refusal to enter information about a tour operator into the register may be unreliable information about the tour operator or a discrepancy between the amount of financial support required on the basis of “On the Fundamentals of Tourism Activities in the Russian Federation.”

At least once a year, the federal executive body in the field of tourism publishes in state periodicals and places and updates on the Internet website the following information about the tour operator included in the register:

1) full and abbreviated names;

2) address (location) and postal address;

3) taxpayer identification number;

4) the amount of financial security, number, date and validity period of the tour operator’s liability insurance contract or bank guarantee, name, address (location) and postal address of the organization that provided the financial security;

5) addresses (locations) and postal addresses of the structural divisions of the tour operator carrying out tour operator activities.

If information about a tour operator entered in the register changes, the updated data is posted by the federal executive body in the field of tourism on its website on the Internet within 3 business days from the date of receipt. If desired, the tour operator has the right, on the basis of an appropriate application, to receive from the federal executive body in the field of tourism a certificate of entry of information about it into the Unified Federal Register.

Thus, the main conditions that allow organizations to carry out tour operator activities are:

1) registration of a legal entity, in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”;

2) availability of financial security;

3) entering data about the tour operator into the Unified Federal Register.

With the adoption of the Federal Law “On Amendments to the Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation,” changes also occurred in the organization of the work of travel agencies engaged in travel agency activities. The changes provided for by the said Federal Law (financial support and entering data into the register) do not apply to travel agents carrying out activities to promote and sell a tourist product. In addition, with the abolition of the procedure for obtaining a license, many requirements and conditions for carrying out travel agency activities disappeared. In accordance with this legislation in the field of tourism, this type of tourism activity can be engaged in by any legal entity or individual entrepreneur registered in accordance with the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs,” regardless of the formation and staffing of the company. The main condition for the implementation of activities for the promotion and sale by a travel agent of a tourist product generated by a tour operator is an agreement between the travel agent and the tour operator. In this case, the tour operator, and not the travel agent, bears responsibility for failure to fulfill obligations under the contract for the sale of tourism products to a third party. According to many tour operators, it is often various problems and troubles occur through the fault of the travel agent.

2.3. Certification of tourism product

Certification- this is a form of confirmation by the certification body of compliance of objects with the requirements of technical regulations, provisions of standards, sets of rules or terms of contracts (Article 2 of the Federal Law of December 27, 2002 No. 184-FZ “On technical regulation»).

Certification is carried out by a certification body, which is a legal entity or individual entrepreneur, accredited (officially recognized by the accreditation body as competent to perform work in a certain area of ​​conformity assessment) in the prescribed manner to perform certification work. Certification is carried out according to specially developed schemes.

The result of the certification procedure is that the applicant receives a certificate of conformity issued by the certification body.

Certificate of conformity– a document certifying the object’s compliance with the requirements of technical regulations, provisions of standards, sets of rules or terms of agreements (Article 2 of the Federal Law “On Technical Regulation”).

Because the tourism product- this is a set of transportation and accommodation services provided for a total price (regardless of the inclusion in the total price of the cost of excursion services and (or) other services) under an agreement on the sale of a tourism product, then the issue of certification of a tourism product is considered on the basis of legislation on certification of services (Article 1 Federal Law “On the fundamentals of tourism activities in the Russian Federation”).

Before the adoption of the Federal Law “On Technical Regulation”, certification of a tourism product was a mandatory procedure, and the provision of a certificate of compliance of tourist services with safety requirements was one of the main conditions for obtaining a license for tour operator or travel agency activities. From the date of entry into force of the Federal Law “On Technical Regulation”, services are not subject to mandatory confirmation of compliance. Based on clause 2 of Art. 46 Federal Law “On Technical Regulation”, mandatory confirmation of conformity is carried out only in relation to products. According to paragraph 1 of Art. 21 of the same law, works and services are subject to voluntary confirmation of compliance.

Voluntary confirmation of compliance of a tourist product– this is a voluntary documentary certification of compliance of the provision of services with the requirements of technical regulations, the provisions of standards or the terms of contracts (Article 2 of the Federal Law “On Technical Regulation”).

The procedure for confirming the conformity of a tourism product is carried out for the following purposes::

1) certification of compliance of services with technical regulations, standards, and terms of contracts;

2) service security control for environment, life, health and property of consumers;

3) assistance to purchasers in the competent choice of services;

4) increasing the competitiveness of services in Russian and international markets;

5) creation of conditions to ensure the free movement of goods across the territory of the Russian Federation, as well as for the implementation of international economic, scientific and technical cooperation and international trade.

Thus, today product certification tourism sector is not mandatory, but voluntary and is carried out in accordance with the Rules for Certification of Works and Services in the Russian Federation, approved. Decree of the State Standard of Russia of August 5, 1997 No. 17.

Work on certification of tourist and excursion services is carried out in accordance with the List of tourist services and services of accommodation facilities, their characteristics and regulatory documents for compliance with the requirements of which certification is carried out (Letter of the State Standard of the Russian Federation dated August 14, 2000 No. YuG-110-19/2558 " On the certification of tourist services and accommodation services"). The said List is enshrined in the same letter.

The objects of certification in the field of tourism are tourism services and services of accommodation facilities, which are provided by a travel company, regardless of what legal form and form of ownership its owners chose during registration (Letter of the State Standard of the Russian Federation “On the certification of tourism services and services of accommodation facilities”).

According to the List of tourism services and accommodation services, the following components of the tourism product may be subject to voluntary confirmation of compliance:

1) services of a tour operator for organizing domestic tourism;

2) services of a tour operator for organizing outbound tourism;

3) services of a tour operator for organizing inbound tourism;

4) travel agent services;

5) individual services tour operator and travel agent (for inbound and domestic tourism);

6) training in the basics of tourism and mountaineering skills;

7) organization of excursions (for inbound and domestic tourism);

8) services of hotels and similar accommodation facilities, services of specialized accommodation facilities.

In accordance with paragraph 1 of Art. 21 of the Federal Law “On Technical Regulation”, voluntary confirmation of compliance is carried out at the initiative of the applicant. The conditions for the conformity confirmation procedure are determined by an agreement between the applicant and the certification body.

The responsibilities of the certification body include:

1) carrying out confirmation of conformity of objects subject to voluntary confirmation of conformity;

2) issuance of certificates of conformity for objects that have passed voluntary certification;

3) granting applicants the right to use the mark of conformity, provided that the use of the mark of conformity is provided for by the voluntary certification system;

4) suspension or termination of the certificates of conformity issued by this body.

The procedure for voluntary confirmation of conformity or voluntary certification is carried out in the manner prescribed by the Rules for Certification of Works and Services in the Russian Federation.

First of all, the applicant submits an application for certification to the body for voluntary confirmation of conformity with its area of ​​accreditation. Within one month, the certification body must review the application and make a decision on the application and notify the applicant of its decision. Message about the decision taken must contain the basic conditions of certification provided for by the Letter of the State Standard of the Russian Federation “On the certification of tourist services and accommodation services”, indicating the certification scheme.

Certification scheme(certification method) is a certain set of actions officially accepted or established as evidence of product compliance with specified requirements. When certifying tourism services and accommodation services, the 2nd, 4th and 5th certification schemes are used (Table 4).

Table 4

Certification schemes

Scheme 2. It is used for services whose quality and safety are determined by the stability of the service delivery process. Using this scheme, the process of providing tourism services is assessed, the results of the services are checked and the process is monitored during inspection control.

Scheme 4. According to this scheme, the organization (enterprise) that provides services is assessed for compliance with the established requirements of state standards. Based on the results of the assessment, an organization (enterprise) can be assigned a certain category (restaurant class, hotel star, etc.).

Scheme 5. The quality system is assessed during inspection control of services. The quality system assessment using Scheme 5 is carried out by an expert in quality system certification in accordance with regulatory documents. This scheme is used for certification of potentially dangerous services (medical, tourism, passenger transportation, etc.). The next stage of the voluntary confirmation of compliance procedure is to assess the compliance of services with established requirements.

Requirements for services in the tourism sector, as a rule, represent a set of specific standards applicable to a particular area. In the field of tourism, the most used are the following State Standards:

1) Interstate standard GOST 30335-95/GOST R 50646-94 “Services to the public. Terms and definitions" (put into effect by Decree of the State Standard of the Russian Federation dated March 12, 1996 No. 164);

2) GOST R 50690-2000 “Tourist services. General requirements"(put into effect by Decree of the State Standard of Russia dated November 16, 2000 No. 295-st);

3) GOST R 50644-94 “Tourist and excursion services.

Requirements for ensuring the safety of tourists and excursionists" (entered into force on July 1, 1994);

4) State standard RF GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements" (adopted by Decree of the State Standard of the Russian Federation dated July 9, 1998 No. 286);

5) GOST R 50681-94 “Tourist and excursion services.

6) GOST 28681.3-95 “Tourist and excursion services.

Requirements to ensure the safety of tourists and excursionists.”

The main requirements for a tourism product for voluntary certification, in accordance with established standards, are:

1) safety of life and health;

2) safety of property of tourists and excursionists;

3) environmental protection.

After carrying out the procedure for assessing the compliance of tourism services and accommodation facilities with the established requirements, the certification body makes a decision to issue a certificate of conformity, draws it up and registers it. If the results of the inspection are negative, the certification body makes a decision to refuse to issue a certificate of conformity and notifies the applicant about this refusal, indicating the reasons this decision. In the latter case, the company is given a period for corrective measures. After these activities, subject to their positive assessment, the certification body issues a certificate of conformity to the applicant and carries out further procedures in accordance with the law.

2.4. The procedure for liquidating a travel company

Liquidation of a tour operator. The liquidation of a company carrying out tour operator activities is carried out in accordance with the rules for the liquidation of a legal entity established by the Civil Code of the Russian Federation and the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”.

The liquidation of a tour operator company means the termination of a legal entity without the transfer of rights and obligations by way of succession to other persons (Clause 1 of Article 61 of the Civil Code of the Russian Federation).

Liquidation of a legal entity can be voluntary or forced.

In accordance with paragraph 2 of Art. 61 Civil Code of the Russian Federation voluntary liquidation tour operator is made on the basis of a decision of its founders or a body of this travel agency authorized by the constituent documents to make such decisions. After the constituent meeting has made a decision to liquidate the previously formed tour operator company, the founders or the authorized body are obliged, in accordance with Art. 20 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, within 3 days, inform in writing about your decision to the registration authority at the location of the liquidated legal entity, attaching the decision on liquidation. Based on the decision received from the founders, the registration authority enters into the Unified State Register of Legal Entities information that the company is in the process of liquidation. The next step is the founders of the tour operator or the authorized body who made the decision to liquidate the tour operator, in accordance with clause 3 of Art. 20 of the above law, must notify the registration authority of the formation of a liquidation commission or the appointment of a liquidator, as well as the preparation of an interim liquidation balance sheet. From the moment the liquidation commission is appointed, the powers to manage the affairs of the tour operator company are transferred to it.

Liquidation of a tour operator in accordance with Art. 63 of the Civil Code of the Russian Federation is carried out in the following order:

1) the liquidation commission publishes in the press, which publishes data on the state registration of a legal entity, information on the liquidation of a travel agency and on the procedure and deadline for filing claims by its (legal entity) creditors. This period cannot be less than 2 months from the date of publication. The commission takes measures to identify creditors and receive receivables, and also notifies creditors in writing of the liquidation of the legal entity;

2) after the end of the period for submitting claims by creditors, the liquidation commission draws up an interim liquidation balance sheet. It contains information about the composition of the property of the liquidated travel agency, the list of claims presented by creditors, as well as the results of their consideration. The interim liquidation balance sheet is approved by the founders (participants) of the tour operator or the body that made the decision to liquidate the legal entity;

3) if available from the liquidated tour operator cash are insufficient to satisfy the claims of creditors, the liquidation commission sells the property of this legal entity at public auction in the manner established for execution court decisions;

4) payment of sums of money to creditors of a liquidated legal entity is made by the liquidation commission in the order of priority established by Art. 64 of the Civil Code of the Russian Federation, in accordance with the interim liquidation balance sheet, starting from the date of its approval, with the exception of creditors of the fifth priority, payments to whom are made after a month from the date of approval of the interim liquidation balance sheet;

5) after completing settlements with creditors, the liquidation commission draws up a liquidation balance sheet, which is approved by the founders (participants) of the legal entity or the body that decided to liquidate the tour operator;

6) the tour operator’s property remaining after satisfaction of the creditors’ claims is transferred to its founders (participants) who have proprietary rights to this property or rights of obligation in relation to this legal entity, unless otherwise provided by law, other legal acts or constituent documents of the legal entity;

7) the liquidation of a legal entity is considered completed, and the legal entity is considered to have ceased to exist after making an entry to this effect in the Unified State Register of Legal Entities.

In accordance with paragraph 1 of Art. 21 Federal Law “On state registration of legal entities and individual entrepreneurs”

To register in connection with the liquidation of a legal entity, the following documents must be submitted to the registration authority:

1) an application for state registration signed by the applicant in the form approved by the Government of the Russian Federation. The application must confirm that the procedure for liquidating a legal entity established by federal law has been followed, settlements with its creditors have been completed, and issues of liquidation of the legal entity have been agreed upon with the relevant government bodies;

2) liquidation balance sheet;

3) document confirming payment of state duty;

4) a document confirming the submission of information to the territorial body of the Pension Fund of the Russian Federation in accordance with subparagraph. 1-8 p. 2 tbsp. 11 of the Federal Law “On individual (personalized) registration in the compulsory pension insurance system.”

In addition to the fact that a tour operator company can be liquidated in accordance with a decision made by the founders or an authorized body, situations may arise when the liquidation of a travel agency (legal entity) occurs by a court decision. In this case we are talking about forced liquidation. Thus, the basis for the forced liquidation of a legal entity is a court decision.

The court may decide to liquidate a tour operator in the event of gross violations of the law committed during its creation, if these violations are irreparable; carrying out activities without proper permission (license) or activities prohibited by law or with repeated or gross violations of the law or other legal acts; or in the systematic implementation of public or religious organization(association), charitable or other foundation for activities that contradict its statutory goals, as well as in other cases provided for by the Civil Code of the Russian Federation.

Liquidation of a legal entity declared insolvent (bankrupt) is carried out in accordance with the Civil Code of the Russian Federation and Federal Law of October 26, 2002 No. 127-FZ “On Insolvency (Bankruptcy)”.

Liquidation of a travel agent. Since a company engaged in travel agency activities can be registered in the form of a legal entity or an individual entrepreneur, the procedure and rules for liquidating a travel agent will depend on the form of registration. The liquidation of a travel agent – ​​a legal entity – is identical to the liquidation of a tour operator discussed above. Liquidation of a travel agent - an individual entrepreneur - is carried out in accordance with the Civil Code of the Russian Federation, the Federal Law "On State Registration of Legal Entities and Individual Entrepreneurs", as well as the Federal Law of October 26, 2002 No. 127-FZ "On Insolvency (Bankruptcy)" upon recognition of an individual entrepreneur bankrupt.

In accordance with paragraph 1 of Art. 22.3 of the Federal Law “On State Registration of Legal Entities and Individual Entrepreneurs”, when an individual ceases to operate as an individual entrepreneur, the following documents must be submitted to the registration authority:

1) an application for state registration signed by the applicant in the form approved by the Government of the Russian Federation;

2) a document confirming payment of the state duty;

3) a document confirming the submission of information to the territorial body of the Pension Fund of the Russian Federation in accordance with subparagraph. 1-8 p. 2 tbsp. 11 of the Federal Law “On individual (personalized) registration in the compulsory pension insurance system.”

In conclusion, it should be noted that any travel company is liquidated only after the registration authority has made a corresponding entry in the Unified Register of Legal Entities or Individual Entrepreneurs.

2.5. Fundamentals of business planning and the specifics of its implementation in travel companies

One of the main conditions successful development and the existence of any enterprise, any commercial endeavor is the creation and implementation of a business plan. Planning as the basis of a company’s life has long and firmly taken its position in economic sciences and practical application at the level of each specific enterprise.

A business plan is drawn up so that the company can start its activities - receive subsidies, investments from possible investors, and open a line of credit. In this case, it is the main financial document of the future organization, which management will adhere to in the future. A business plan is also created in existing companies to introduce any innovation or new business idea and in this case, additional capital investments from third-party sources and the attraction of our own internal reserves may be required. To avoid disproportionate, excessive spending of the organization’s funds, a business plan is drawn up taking into account all possible deviations in market conditions, the minimum and maximum fluctuations of the main financial indicators, characteristic of a company operating in a certain market segment.

In order for the business plan to truly reflect the existing situation, to be quickly and efficiently revised under the influence of prevailing factors, and to be sufficiently viable in tough competition, it is drawn up with the participation of specialists from various fields, who, in turn, must also correctly and adequately respond to processes occurring in the market environment. Both the company’s administration and potential investors must correctly and objectively evaluate financial position the company, its place in the competitive environment, the segment it occupies in the market. The goals that an enterprise strives for must have a very specific focus. Achieving these goals is a step-by-step process, each step of which is planned and executed in strict accordance with the business plan. However, if any force majeure circumstances or sudden market changes occur, the business plan can be revised and adjusted. A well-written business plan will withstand such changes.

A business plan is a document in which calculations and descriptions of the financial future of the company are made, the goals and objectives set for it, possible problems that will have to be encountered in the process of achieving the desired goals, probable and most optimal ways to overcome difficulties are analyzed. In other words, a business plan can be called a calculation, a cost calculation, a relationship between probabilistic costs and profits. Equally important is given to a comprehensive analysis competitive environment. As a result, the business plan should provide answers to the questions of investors who risk their own funds.

Drawing up a business plan is the first step to creating a new business entity after having a specific business idea. A business plan requires a comprehensive review and analysis of the situation professional specialists, people involved in the production of goods and services, mid-level specialists who are well versed in the proposal under consideration and are quite capable of contributing competent and innovative ideas.

The main stages of business planning are choosing the type of activity, justifying this choice as the most logical and appropriate in a given situation, the most realistic and available methods implementation of these activities, mechanisms for implementing projects, comprehensive economic assessment costs and benefits that will arise in the process.

Business planning is mainly focused on considering one specific idea that needs to be put into practice and begin its development. This may not be a new direction of activity, but a different embodiment of it, for example, the adoption by management of a different tactic economic activity or a new company strategy. A business plan usually has a very clearly defined time frame, which is also explained by the attraction of borrowed capital. Investors, for the most part, do not want to delay investment projects Therefore, the issue of receiving dividends is raised quite sharply and is strictly regulated. Upon expiration of the agreed deadlines, the company submits a report on the work done, on the degree of compliance of the real state of affairs in the organization with the indicators stated in the business plan. And based on this report, investors can decide to continue or stop financing.

IN market conditions each business plan provides answers to the most typical questions, which reflect its future financial and economic performance. What type of product or service is going to be offered? new company to the market, and what the possible demand for them will be. What production resources are needed for this, their costs and sources of their receipt. Methods of distribution of goods and services offered, likely prices, competitive component. Possible income of the company, distribution of profits between participants in the business project, dividends to investors. And what will be the economic indicators of the company, how to evaluate them and possible ways to optimize them.

To answer these questions as accurately as possible, it is necessary, in the process of drawing up a business plan, to accurately represent the existing situation on the market, to have reliable and most complete data, such as:

1) possible market for the product;

2) demand for the goods and services offered;

3) the presence or absence of competitors and assessment of their position on this segment market;

4) the presence and absence of suppliers, their reliability;

5) market saturation;

6) decline or rise in production;

7) fashion, seasonality or the presence of any other economic factors that could significantly affect the operation of the enterprise;

8) location of the enterprise and associated transport and logistics costs;

9) the need to create structural divisions and additional offices;

10) characteristics of the vertical of power;

11) the minimum number of employees that will be required to perform the functions of the enterprise;

12) the possibility of increasing or reducing staff, the wage fund, the presence of a fixed-term contractual relationship or a permanent one;

13) planning the timing of the company’s fulfillment of its obligations under the business plan and financial and economic assessment of the business project.

Most business plans are built according to a single scheme, although significant deviations from this are possible. accepted standards. In general, a business plan consists of several sheets of text, tabular information or graphic objects that consistently reveal to the investor the possible benefits of investing in a given project. The scope and detail of a business plan entirely depend on the wishes of its drafters, the company’s management, and are often determined by the specifics of each company. But the main condition of each business plan is its conciseness and presentation of the most important, summary provisions for each part. This allows you to quickly assess strengths project, its advantages and features. However, before drawing up a condensed draft business plan, a more detailed one is usually made, from which the most attractive, from the point of view of its drafters, points and conclusions are subsequently highlighted.

A typical business plan consists of several characteristic sections:

1) title page, where the name of the organization, its location, legal address, and founders of the project appear;

2) introductory part or introduction, where the main provisions of the project, its essence and cost are described;

3) industry analysis, which describes the specifics of the work, the current situation on the market, opportunities for its development, expected markets, marketing research, competitor analysis;

4) material part the project consists of an analysis of the products or services produced, the required production base, and the required personnel;

5) technological part describes the process of production of goods or services, intended suppliers, contractors or partners, assortment, range of goods or services produced, possible volumes;

6) marketing plan represents the calculation of expected prices, possible distribution channels, advertising, target audience;

7) organizational plan – list of founders, form of activity of the enterprise, information about partners or shareholders, the extent of their responsibility, governing bodies, powers assigned to each of them, organizational structure firms;

8) financial plan provides for the organization’s income and expenses, cash flows and receipts of funds, balance sheet plan, payback point, procedure for using and distributing income;

9) risk assessments include an analysis of the strengths and weaknesses of the project, the likelihood of unforeseen factors that can significantly worsen the operation of the enterprise and financial and economic indicators, possible ways to overcome crisis situations, alternative ways of developing the enterprise, the degree of reliability of suppliers and partners;

10) in application a list of main documents is indicated.

However, any business plan can go beyond this framework and be presented in a different form that most fully reflects its features.

As for a travel company, standard forms are applicable for drawing up a business plan. The tourism business is characterized by a number of features that should be reflected in the plan.

Tourism in general is seasonal, and the same applies to travel agency. This circumstance must be taken into account when writing a business project; it is necessary to take into account the possibility of changing the main profile of the company’s activities during the “non-seasonal” period, during a lull and a decline in the flow of clients.

It is also necessary to take into account that tourism (travel) is not a basic human necessity. They, rather, belong to the class of, if not luxury goods, then at least purchases that are made in the presence of some excess income, therefore the demand for the services of a travel company directly depends on the standard of living of the population and its solvency.

The changing factor is the fashion for certain specific tours or countries. Significant changes in this part can seriously complicate the position of a travel company, which, for example, has long-term contracts with tour operators operating in a specific area. In addition, when a travel company is targeting outbound tourism, complications of a political nature may arise if, suddenly, the host country finds itself in a difficult situation, for example, riots, coups, military actions or natural disasters begin. This is viewed extremely negatively. potential clients, and the company has to urgently cancel already booked tours, establish connections in a new region, or even return tourists who have already left. All this affects the image of the travel company, its client base, and ultimately, profitability and payback.

To the features of working in tourism business concerns the need close cooperation with numerous government agencies, with employees of passport and visa services, foreign organizations and consulates, various insurance and medical institutions.

At the same time, organizing a tourism business allows you to get by with a minimum production costs: a travel company does not need large premises, a large staff and a large number of fixed assets, but marketing research plays an important role, which helps to understand the trends in the development of the tourism business, determine the target audience and travel destinations. In the process of conducting marketing research and analyzing the competitive environment, it is possible to more clearly specify price limits, the main features of the future advertising campaign. For this purpose, methods of oral questioning of the population and filling out questionnaires are usually used.

Based information material obtained as a result of analysis of the sales market, it is possible to determine the probabilistic cost and expenditure part, as well as the profitability of the future travel company.

Introduction

1.Basic principles successful work travel agencies

2.Main steps of technology implementation

2.1. Selecting a computer

2.2. Choosing an office program

2.3. Internet access

2.4. The site of the company

2.5. Search system

3.Reservation systems. GDS - Global Distribution Systems

Literature

Introduction

Tourism (French tourisme; tour – walk, trip) arose during that period of social development when the human need to obtain information about new places, to travel as a means of obtaining this information, was an objective law of the development of human society. Traveling brings pleasure to a person and gives an opportunity to relax.

At a certain stage of economic development, when the need for travel increased sharply, producers of these services appeared. This led to the formation of a special type of product - tourism, which can be bought and sold on consumer market.

Producers of services designed to serve tourists (traveling people) have united in the tourism industry. Tourism is not a commodity first vital necessity Therefore, it becomes an urgent need for a person only at a certain level of his income and at a certain level of wealth of society.

Tourism is currently developing rapidly in many countries around the world and is playing an increasingly prominent role in the global economy. According to experts, the level of international tourism in terms of arrivals in 1999–2010. could amount to more than 1 trillion tourists, and the profitability of this service sector will steadily increase. Already today, the tourism sector accounts for about 6% of the world's gross national product, 7% of global investments, every 16th workplace, 11% of global consumer spending.

Since tourism is an intersectoral sector of the economy, covering not only accommodation facilities, but also transport, communications, food, entertainment and much more, this area affects any continent, state or city. The importance of tourism for the economy different countries It is connected primarily with the benefits that it brings under the condition of successful development. First of all, this is the growth of jobs in hotels and other accommodation facilities, in restaurants and other food industry enterprises, in transport and in related service industries. Another important advantage is the multiplier effect of tourism, that is, its influence on the development of related sectors of the economy. The third advantage is an increase in tax revenues to budgets of all levels. In addition, tourism has economic impact on the local economy by stimulating the export of local products.

In Russia, however, for a number of reasons, the tourism sector has not yet received proper development in comparison with many other countries. Russia, together with all the CIS countries, accounts for only 2% of the world tourist flow. Today, the number of foreign guests coming to Russia for business, tourism and private purposes is about 8 million people, which is far from corresponding to its tourism potential.

Among the main reasons hindering the development of inbound tourism is that created by individual foreign and domestic funds mass media the image of Russia as a country unfavorable for tourism; the imperfection of the current procedure for issuing Russian visas to citizens of foreign countries that are safe in terms of migration; undeveloped tourism infrastructure; discrepancy between the price and quality of hotel accommodation, etc.

At the same time, the number of Russian citizens wishing to make a tourist trip is growing noticeably every year, especially in foreign countries. Thus, in recent years, the average number of Russian tourists traveling to countries far and near abroad is about 13 million people, and this figure is constantly growing. This indicates that tourism activity, having survived a period of chaotic development, is going through a stage of qualitative development.

It's no secret that when a client travel agency When purchasing a tour, he receives well-prepared documents and complete information about the tour, he feels more comfortable and trusts the chosen agency more. Also, the travel agency, having spent considerable money on attracting of this client to himself, retaining complete information about him, can later use it to re-attract the old client to himself. It is known that the costs in this case are four times lower than the initial ones!

You cannot miss an important component of the success of any company - financial management and planning. The stability of the development of the travel agency and the absence of financial shocks are cherished dream many companies. How to achieve this? Systematized management of work with clients, suppliers and internal work company gives the desired result.

How can you achieve systematization of company management? The answer is quite simple - through the introduction of modern technology automated control.

Modern technologies nowadays can be bought at finished form and implement it, that is, adjust it to suit yourself. The cost of implementation depends on the complexity of the system. To begin with, you can implement a simple and inexpensive automated accounting system. For example, a system for promptly entering information about customer applications (orders), extracting all necessary documents (reservation sheet, contract, TOUR-1 or sanatorium-resort voucher, invoice, receipt:), promptly receiving sales reports. Further, you can complicate the system by adding prompt reservations, accounting for mutual settlements with suppliers, and communication with the accounting department.

It is possible to immediately install a unified accounting system, both operational and financial, and in two aspects - managerial and accounting. Using flexible separation of access rights and information visibility, managers have access to only their part of the system, and accountants have access to their part. Naturally, company managers see all the information and can monitor the work of managers from their computer. Since the operational input of information is carried out in unified system, you can see who is working and how: the number of applications entered, confirmed, paid by the client, paid to the supplier, closed, income for each application. Through system reports, the manager sees the performance of each manager and department. Details can be set for each tourist and each component of the tour. For any client you can see the history of his requests and payments.

In a single system, managers can immediately see whether their application has been paid or not, and the amount of payment. The accounting department immediately receives the original information and does not waste time re-entering the same data. All information is divided according to access rules, and the manager will not see unnecessary information. Accordingly, there is no need to separate databases, which inevitably leads to input errors, sluggishness and resulting problems.

After the main tasks of systematic management of a travel agency have been solved - managing work with clients, suppliers and internal activities company, you can begin to expand the system.

Ultimately, all the necessary information is printed out in a beautiful form. Clients will be issued the entire set of necessary documents, suppliers will be given the relevant reports, and for the state, all reports in the established form will be printed.

Even latest technology in the company, after its implementation, it must be constantly improved so as not to become outdated. Therefore, the control system must be flexible and customizable so that it can be improved from within. The 1C:Enterprise system on which it is built standard solution"1C-Rarus:Travel Agency" is open and flexible system. Using a powerful built-in programming language and the ability to communicate with any external systems, you can build automated system management of any complexity.

PC "SAMO-TourAgent" - agency automation

Automation of the work of travel agencies usually comes down to operational accounting of tours ordered by tourists, completed payments with clients and partners, and printing of all necessary documents.

To automate a separate travel agency, you must use software, based on the use of a database that accumulates all working data in a single repository. This is necessary to receive reports on the agency's work at any given time. In addition to the database, it is also necessary to have a program with a convenient user interface, acceptable operating speed, and configuration of system parameters related to the company’s activities. These parameters primarily include text and appearance printed documents generated on the basis of working data, as well as the ability to manage access rights to various system data.

With the automation of network agencies, the situation is somewhat more complicated. From a legal point of view, network agencies can have different types: one company with several sales offices, a network of individual agencies under a common logo (franchisees): The management of network agencies periodically needs operational reporting on the activities of the entire network. Such reporting can only be provided if all data is stored in a single repository.

The technical side of network agency automation must, in a certain sense, be intertwined with the look of the network. If it is quite easy to automate a separate agency by connecting it to the server of a single database of the central office via Internet channels, then it is impossible to do this with a franchisee. Communication problems with the database server will immediately lead to paralysis of the work of an individual agency. In the case of a franchisee, this is a disruption to one company's operations due to another company's problems. The solution is only possible by using a local working database in a separate office, which eliminates the dependence of the agency’s work on the operation of the data transmission channel, with copying of all entered data to the central office (the data transmission channel is used quite rarely compared to a permanent connection - once an hour, once a day, frequency chosen by the parent company). But behind the advantages there are also disadvantages. The central office server stores a single database collected from individual agencies. The central office can only passively monitor the agency's work. Technically, it is very difficult to implement active behavior of the central office in relation to the subsidiary.

Alexey Zhumataev

Opening a travel agency

Hi all! Today I will write another one for those who want, the topic business plan will be to open your own travel agency. First of all, we decide the issue with money, whether we will, or find an investor, or perhaps you have your own savings.

The tourism business is not experiencing best time, travel agencies are closing one after another, and not only small ones, but also quite strong and stable ones.

Therefore, let's look at the business plan I prepared; it will help you avoid many pitfalls. It is worth noting right away that it is better to start a tourism business before the start of the season (that is, summer) at this time there is maximum demand for this service.

Travel agency business plan

Let's look at where to start a tourism business:

Travel agency registration

Of course, it’s worth starting with official registration of this business. The form of ownership that is best suited for this activity is.

During registration you will need to select an appropriate name for your travel agency.

Travel agency name

There are quite a lot of options for the activities of a travel agency, for example:

EuropeTour, Tourist, Vacation, Around the World, etc. If you don’t have enough imagination, then you can simply google the Internet and find the name of a travel agency that you like, even if it is plagiarism, but with a 95% probability the names are not patented, so there should be no problems.

Types of travel agency activities

In addition to the name, you will need the types of activities that you will engage in:

63.30 – Activities of travel agencies.

This group includes all types of activities that are related to the tourism business, so it is enough to indicate the group itself and you will be able to use all the subgroups that include it:

63.30.1 - Organization of comprehensive tourist services;

63.30.2 - Providing excursion tickets, providing accommodation, providing vehicles;

Travel agency - a tourist enterprise with an agency and operator profile, which has its own specific organization of activities, which, as in any other company, depends on the goals and objectives of its activities. The goals and objectives of a travel company are to create attractive tourism products that meet the needs of tourists, maintain supply at the level of demand, and maintain the competitiveness of the product.

Based on this, the entire operating cycle tourism enterprise can be divided into four important areas (Fig. 6.5):

• 1) marketing market research, including studying consumer demand;
• 2) development of a tourism product, consisting of planning tourist programs and their testing;
• 3) financial calculations, consisting of pricing, accounting and reporting policies, taxation, etc.;
• 4) development of a tourism company, including the introduction of new products, directions, diversification and integration.

All these areas are aimed at fulfilling the main functions of a tourism enterprise - quality service for tourists, acquiring a permanent clientele and thereby ensuring a stable financial and competitive position in the tourism services market, as well as reproduction and development. This work is carried out constantly and is a continuous cycle of activity of a tourism enterprise. And since the main product of a travel company is

Rice. 6.5

tour, then we can say that the work of a tourist enterprise is a continuous cycle of production and promising activities to create a high-quality tourism product - tour.

Tourism product development

The work procedure of a travel company in preparing tours can be presented in the form of a diagram in Fig. 6.6.

Creating a tourism product begins with studying demand. However, this is not enough, since the tourism product largely depends on local reception capabilities or the ability to organize services. Climate, material resources, infrastructure, tourist attractions - all this affects the content and composition of the tourist product. Having assessed your own capabilities, you should once again analyze the demand, projecting it onto the options for your capabilities - carry out its specification.

Then you can begin to lay out routes and develop a service schedule. According to the service schedule, a package of tours and a set of additional services. At the same time, a contractual campaign is underway with service providers. Ready-made tour packages are calculated, and their retail and wholesale prices are determined, price lists for individual species services.

But the work does not end there either. After the service has been carried out, the travel agency employees analyze all its advantages.

Rice. 6.6

and shortcomings, draw conclusions and make appropriate changes to the product. These marketing activities are carried out in conjunction with ongoing demand research.

Financial calculations

Any work should bring not only joy, but also profit. Unprofitable industries burn out and close. In this regard, a travel company must take care of its profitability.

Where and how does a travel company (tour operator) receive its income? Income is based on the sum of prices of sold tours and tourist services. However, the cost of the service provided by the service providers must be reimbursed to them, i.e., the money paid by the tourist for the service does not remain with the travel agency, but goes (paid) to the service providers. Therefore, in addition to the cost of services, the price also includes profit (the usual profit standard for a tour operator’s tourism product is 15-20% of the cost of the tour), i.e.:

And these 15-20 % the cost of the tour should cover all the costs and expenses of the tourism enterprise and leave some more net profit for the further development and diversification of the company.

What costs should revenue cover? You need to pay:

• * cost of services included in our tours;
• * taxes (VAT for travel agents, income tax, payroll tax and many others);
• * rent office premises;
• * depreciation of equipment, furniture and inventory;
• * wages employees, bonuses, bonuses, etc.;
• * deposits or interest on deposits (to banks or insurance companies for a license, IATA or airline for an agency agreement, etc.);
• * formation of funds - social development, reconstruction and reorganization, investment, etc.

The company must have some net profit from production for further development and possible diversification of the enterprise.

There is serious competition among travel agencies around the world, including in Russia, in the sale of tours. Moreover, price plays an important role in this competition.

In fact, if different agencies offer you similar tours, but at different prices, then you will choose the one that is cheaper. This is exactly how the price tool works in the market in matters of competition. It turns out to be a kind of marketing-tingo-financial fork - you want to increase the price, but market conditions do not allow it. Therefore, many travel companies are looking for other ways to increase the profitability of their business activities.

Development of a travel company

Just like any production, a tourism company (company) must necessarily develop in the market. Stopping the dynamics of development threatens stagnation, since the market itself is very dynamic, constantly changing and developing. A stopped firm may simply fall behind. And that means losing. The main activities of the travel company in terms of further development are as follows:

Firstly, must be constantly carried out marketing research of demand trends for the future. The development of new forms of service always gives pioneers the opportunity to set initially higher prices, thereby skimming off the “cream of the market.”

Secondly, should be carried out diversification of tourism activities, allowing you to diversify the areas of application of capital while remaining within the framework of tourism entrepreneurship. In addition, if business difficulties arise in one direction, other areas will financially support production. Diversification of production in tourism can have two types of integration: horizontal and vertical.

Horizontal integration - opening of new routes, directions, development of new types of tourism and services (first level); opening branches and subsidiaries engaged in similar activities, purchasing competitors' enterprises, forming large associations and corporations (second level).

Vertical integration -- opening new types of activities. For example, a tour operator creates its own agency, opens its own garage for transfers, then builds hotels, restaurants, and opens its own airline.

In world practice, vertical integration occurs frequently, but it is only possible when a certain level of capital and turnover is achieved. For example, the French travel company Nouvelle Frontiere owns its own airline, Corser, and many tour operators have their own agent network, fleet of vehicles, etc.

Each of us, when planning our vacation, is faced with the need to choose - travel independently or through a travel agency. If everything is clear with independent travel, then it’s worth understanding how travel agencies work. This is important so as not to make a mistake when choosing a company providing services.

The principle of operation of a travel agency

Let's look at the work of such a company through the eyes of the average consumer. When contacting a travel agency, the client talks about his preferences - where he wants to go, what he likes, when he plans his vacation and what his budget is. The manager, in turn, asks leading questions in order to understand the client’s preferences as best as possible. When the conversation with questions is over, the specialist offers the client several options - directions, countries, hotels, which the client studies and makes the final choice, based on the manager’s recommendations.

When the choice is made, an agreement on the sale of the tourism product is concluded between the client and the travel agency, and payment is made. A few days before departure, the client receives a package of documents necessary for the trip, which includes vouchers, tickets and insurance, and on the appointed day goes on a trip using the purchased voucher.

It would seem that everything is simple, and the question of how travel agencies work can be considered closed. However, this is only the tip of the iceberg, since the bulk of the work is not visible to the client. Before contacting a company, you should find out how travel agencies work from the inside.

Preparation

To start operating a travel agency, you need to create a legal entity, a limited liability company is most suitable for this, or register as an individual entrepreneur. At the same time, it is necessary to choose a taxation system; the simplified taxation system “income minus expenses” is most suitable, which is what most companies and operators choose. It is quite difficult to find travel agencies that work with VAT and common system taxation.

When the first steps have been completed, the company needs to enter into agreements with tour operators, the nuances of working with which we will consider later. Then the agency must rent the premises in which its office will be located, equip it with furniture and equipment, and hire qualified specialists. Of course, if the director of the company is himself a specialist in this field, then the future employee may have no experience in tourism.

How to work in a travel agency without experience? There are two options. The first is to have experience in direct sales and learn the product (destinations, countries, hotels) in short time, with due diligence this can be done in a few weeks. The second is to have your own experience of traveling abroad, and the richer this experience, the better - your own impressions and emotions will always be better than theoretical knowledge about the countries, but even in this case it is worth reading about the nuances of travel and familiarizing yourself with the list of popular hotels.

In the end, everything comes with experience, and if the director is really interested in the development of a travel agency, then at least once a year information tours should be organized for employees - for personal acquaintance with hotels in Russia and abroad. Also, to improve your skills, you should attend seminars and webinars of tour operators in order to always be aware of the latest tourism news and popular destinations. Complete clarity about how a travel agency works, the principles and schemes of interaction with tourists and tour operators will come within a few months.

Start of work, conclusion of a contract

When everything is ready to go, the travel agency opens and is looking for its first clients. Let's skip the work of the marketing department and fast forward to the moment when the client has already arrived at the office. As we discussed above, a travel agent conducts a consultation with the client, finding out his preferences and selecting the best option for his vacation. After the client makes a choice and the moment of sale occurs, the technical part.

The client provides the travel agent with foreign passports for purchasing a tour in another country or general passports for a holiday in his home country (passports are returned to the client, the travel agent only needs copies of them), after which both parties sign an agreement, which outlines the conditions for the travel agency to work with the client, and specifies all the parameters of the purchased item. tour and payment terms. The contract is concluded between the travel agent and the client, but the terms should be mentioned: the client is the buyer of the tourism product, but the contract also contains a list of tourists - those people who take part in the trip and for whose interests the buyer is responsible. The buyer can be one of the tourists or simply purchase a tour for other people.

Booking

After concluding the contract, the travel agency books the tour chosen by the client from the tour operator. Here we need to explain what it is, how it differs from a travel agency, and how a travel agency works with a tour operator.

A tour operator is a supplier of travel services; it enters into contracts with hotels, transfers, airlines, insurance and other companies, creates package tours and sells them through agencies, since, by law, it cannot sell them at retail itself. A travel agency is an intermediary between the tour operator and the tourist; the agent only offers proposals generated by the tour operator to the client, provides all the information necessary for the trip, books the tour and transfers a package of documents.

So, having concluded an agreement with the client for the sale of a tourism product and accepting payment, the agency begins to book the selected tour in the operator’s online system, entering the passport data of all tourists. Within a period of time (from several minutes to three working days), the tour operator provides the agency with confirmation of the tour - the hotel is booked, seats on the plane and on the transfer are also booked. The agency passes this information on to the traveler. All that remains is to wait for the travel documents, which are issued a few days before departure.

Payment

In most cases, it is inconvenient for the client to pay for the tour in full, and although the contract approved by the Ministry of Tourism stipulates the terms of payment for the tour within three working days, there are installment systems.

Travel agencies working in installments are not uncommon. The easiest way to pay for a purchase more than once is to ask the company for a payment schedule that the operator provides. Each operator has different payment schedules for the tour, but on average they look something like this:

• The client must pay 10% of the tour cost at the time of concluding an agreement with the agency.
• Up to 30-50% of the tour cost will need to be paid within three to five business days after the tour is confirmed.
• And up to 100% must be paid two to three weeks before the start of the trip.

Of course, if the client purchases a tour less than two weeks before departure, then most likely the agent will ask him to pay for the tour in full on the day the contract is signed. This also applies to so-called last-minute or canceled vouchers. There are also some nuances when purchasing a promotional tour. early booking- in this case, it must be paid in full before the end of the promotion, regardless of how much time is left before the start of the tour.

Installment plan

Purchasing a tour in installments with the Halva card is very popular. The list of travel agencies working with Halva is quite large, and every tourist can choose something for themselves. For example, Tez Tour gives installments on the card for three months, Anex tour from one to four months, Pegas from two to four months or immediately for six months. You can continue for a long time, it is best to check current partners and terms for providing installment plans on the official website of Halva.

Issuance of travel documents

Once the tour has been booked, confirmed and paid for, the client must wait until the day when the documents he will need for the trip will be issued and available for printing. This is usually reported by the travel agency.

Until this moment, a tourist can contact the company on various issues related to his trip, including asking his manager how the travel agency works in order to know all the intricacies and nuances of his trip.

Departure documents are usually available three to ten days before the start of the tour. It depends on the tour operator - some issue documents faster, others strictly within a certain time. Also, the issuance of documents depends on the flights on which the tourist will fly. If the flights are regular, then tickets are usually issued faster (but such a tour will cost more, and you will need to pay faster), but if the flights are charter, then tickets are issued 3-4 days before departure.

What else does a travel agency do?

This is where the company’s obligations under the contract end; the tourist makes a trip, where the tour operator is responsible for the quality of the services provided. He or his representatives provide all previously booked services - flight to the destination country, transfer from the airport to the hotel, hotel accommodation and meals, medical insurance and others. However, if a travel agency cares about its clients and wants clients to become regulars, information support occurs before tourists return from travel. The travel agent notifies travelers about changes in departure times, helps resolve issues on vacation with insurance, if required, and upon return asks for people’s opinions about the vacation and arranges the next meeting.

This is the operating principle of a travel agency. It varies somewhat in different companies, but it depends on the responsibility and initiative of specialists and the director.

Buy from an operator or agency?

As stated earlier, operators do not have the right to retail tours that they have formed. But on the operator’s websites there is a search for tours for individuals, you can choose and buy a tour. Which is more convenient?

When purchasing a tour on the operator’s website, you submit an application and enter into an offer agreement with the company office - an agency operating under the name (franchise) of the tour operator. However, when choosing a tour on the website of only one operator, you limit yourself in choice, since when choosing a tour from an agency, you search for it in the database of several tour operators at once and choose what suits you.

How to choose an agency?

If all travel agencies are similar in many ways, then which one should you choose? The question is ambiguous; everyone will have their own answer depending on personal preferences. Let's consider the main criteria.

First, pay attention to where the travel agency office is located (transport infrastructure and the distance of the institution from the center) so that it is convenient to get to it. Look at the building in which the company's office is located. If the company is located in an old trading house, on the ground floor or in the market, then these are signs of a bad travel agency - it is not clear what else it can save on. When entering the office, be guided by the sound, smell and light - all this shows how focused the company is on its customers. In general, take a better look at the office - the state of repair, furnishings, cleanliness, and employees.

Secondly, don’t hesitate to ask your travel agent more questions. Depending on how they answer you, you will be able to form your own opinion about how they will work with you in the future if a difficult situation arises.

Before choosing a travel agency, ask your acquaintances, relatives, colleagues and friends. Perhaps their experience will help you decide and do right choice. Read reviews on websites, city forums and directories. And remember: a beautiful travel agency website is not always an indicator of its success and integrity; research independent sources.

If you are interested in one specific destination, then you should not look for travel agencies working with Turkey or any other country. Most companies work with all areas at once so as not to lose customers. It will not be beneficial for them to specialize in only one country or part of the world. Yes, there are tour operators working with one or two countries, but this is rather the exception.

It is worth remembering that the professionalism of the company is evidenced by its versatility and quality service. First-class travel agencies working with Montenegro or Turkey should properly arrange a trip to anywhere in the world for you.

conclusions

Whether to travel with a travel agency is a personal choice. Some people prefer to plan their vacation on their own, but there are obviously advantages to a vacation with a certain company.

Addressing qualified specialists, you free yourself from searching for the cheapest tickets, suitable accommodation, reliable insurance company and safe transfer. Contacting a travel agency saves your time, and a competent specialist will always find the best option and answer all your questions. There is no need to endlessly search for information on the Internet or on the hotlines of each of the providers of the services you booked. An undoubted advantage is the ability to pay for the tour in installments, according to the tour operator’s payment schedule or using the Halva card.