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Introduction manual for booking system ResPax

1. a m E E Haaga Helia University of Applied Sciences Introduction manual for booking system ResPax Case company Stray Ltd Rinja Oksanen Bachelor s Thesis Degree Programme in Tourism May 2015 Eg EI Abstract a E NN Haaga Helia Date 1 6 2015 University of Applied Sciences Author s Rinja Hilda Tuulia Oksanen Degree programme Bachelor s degree in Tourism TOBBA Report thesis title Number of pages Introduction manual for ResPax booking system Case com and appendix pages pany Stray Ltd 24 28 This Bachelor s thesis contains an introduction manual of ResPax Booking system for a travel company Stray Ltd running hop on hop off coach network services in New Zealand The manual was written based on the theory research and by company s reguirements The first chapter introduces the company and the booking system It also explains on how they work together in order to have successful business The tools of getting the most benefit out of the system and methods are introduced with a SWOT analysis of the booking system Process of development presents the most beneficial steps of the training and the goals In the end of the theory there is the description of the manual written from both the case company and the thesis writer The introduction manual produced is following a well structured order working as a base for well planned training The employee introduction guide to Respax is
2. Brochure hally FL r Flight Centre Ea 11346 No 11346 01 Nov 07 00 00 JACK Start Auckl Discount hally YHAHD YHA MZ He Eg 11354 Ho 11554 O1 Now 07 00 00 PATCH Start Auckl Discount holly MHAHOJ YH NZ He Le 11363 Ho 11363 O1 Now 0 00 00 MARK Start Auckl Brochure hal YHAHD YH NZ He Eg 11503 Ho 11503 O1 Nov O 00 00 SHORT Start Auckl Brochure hall YHAHD YH NZ He ky 12389 No 123659 01 Nov 07 00 00 SHORTO Start Christ Discount holly HAIL Jailhouse The Pax Name search screen can also use the symbol as a wild card so that you can search for something ending in a particular name or part of name For example if you use LY you will get back only the bookings where the pax name has the letter LY in it somewhere 11 ate 1122007 v Par Name aty VoucherNo ST Like Operator Ref anny Agent Code I Like Ticket Ref IV Cancelled I Archived I Confirmed V Quotes I Components ings Tickets Only 1 Checked in ch J My Bookings Wait list Clear i Search i FP MultiEdit Voucher No you can search by an exact voucher number or even a voucher number like Operator Ref this is a field that will contain the Travel Fat tag number when old bookings are put into the new Respax system When you are searching for a booking which was entered into Travel Fat when first booked you will be able to search for the Operator Ref to f
3. is taken care of and how they feel about the work Training needs to be planned in advance if the company is hiring new employees for ex ample for upcoming busy season The time scheduled for the full training potentially would be two months In that period of time the employee has time to evaluate themselves work and all of the tasks learned At any point during that period testing of the already learned skills is necessary Testing will helo new employees to memorize all learned tasks and grow confidence on the work they will be doing When planning timing of the training and learning goes fine all members of staff are con fident and ready for the season The team members need to remember that if there are any raising questions the new member of the team will not be left alone All raising mat ters will be explained so everything is understood As the company is giving great opportunities for students through the intern program it is crucial for the company to make sure the work placement period is successful The main goal for the internship is that by the end of the period the student is doing the same tasks with all the other team members and by that they could be hired to be a full time employ ee This gives all reservations interns a full picture of the work the company anda glimpse of the professional tourism work field 16 5 Development process of ResPax manual The topic of the thesis came up during the work placement peri
4. Helsinki Juholin E 2009 Viestinn n vallankumous L yd uusi ty yhteis viestint 2nd ed WSOYpro Helsinki Kjelin E amp Kuusisto P 2003 Tulokkaasta tuloksentekij ksi Talentum Helsinki Kupias E amp Peltola R 2009 Perehdytt misen pelikent ll Palmenia Helsinki Nickson D 2007 Human resource management for the hospitality and tourism industries Elsevier Burlington USA Niitamo P 2001 Ty haastattelu Henkil arviointi ty h notossa ja ty uralla Edita Oyj Helsinki Oxford Dictionaries 2015 Oxford dictionaries Language matters URL http www oxforddictionaries com Accessed 16 April 2015 ResPax 2015 Trinity software Australia Pty Ltd URL http www respax com au index php products respax enterprise respax enterprise features Accessed 14 January 2015 Stray Ltd 2015 The Stray story URL http www straytravel com why stray the stray story Accessed 10 January 2015 25 Appendices The manual for the case company Stray Ltd can be found here as an attachment The Introduction guide for ResPax booking system for Stray Ltd The manual will start with an acknowledgement for the year with latest news and a welcome message for the newest member of the reservations team The manual continues with step by step guide through booking passengers into the sys tem and then to the other daily tasks that are included for the reservations team members work 26 Attachment
5. Joste 7 8 a it i Add comment to all Sectors Comment 14 15 16 17 18 Show Tour name 21 22 23 24 25 7 z Get Availability for row Trip Manifest Copy Leg Refresh Date Day Sector Time Resource Status Pax max Avail SectorComment 01 NOV THU Auckland Thames 07 30 29 seats Confirmed 1 29 14 4 In the From Sector field either start typing the name of the from location or select from the list 8 Edit Leg for JILL Date 1 21122007 Refresh Save Exit From Sector Auckland M 7 30 00 a v Save Create New Leg Pickup Remove Exit To Sector I Add comment to all Sectors oa IM Show Tour name Get Availability for row Trip Manifest Copy Leg Refresh Time Resource Status Pax Max Avail SectorComment 07 30 29seats Confirmed 1 29 14 01 NOV THU Auckland Thames 5 In the To Sector field either start typing the name of the to location or select from the list Edit Leg for JILL Date 1 11 2007 Refresh Save Exit From Sector Auckland v 7 30 00 a v Save Create New Leg oi E Remove Exit Add comment to all Sectors I Show Tour name Get Availability for row Trip Manifest ha Copy Leg Refresh To Sector Comment a SectorComment Auckland Thames 29 seats Confirmed 1 01 NOV THU Thames Tairua 11 30 29 seats 1 Con
6. Once this has been done the box will disappear and you will see the payment line updated in blue it will say RESERVATION and Credit Card Authenticated You will see that you cannot Cancel the booking once you have charged money you can only COMMIT it 24 Click F8 or use the mouse on the Commit button to save the booking gt Tour Confirmation 0 X Co nfi rm ati on Dore F8 Back n Edit Cfm No 116490 Pax Name PERSSON Fenella Confirmation Voucher No D123456 Notification Tour Max Send Login Dep Date 01 Nov 2007 Thursday Pax Nofi Print CCard Tickets Pickup from Date Tou Name Time Ad Ch In F UDF Basis Type Pickup P Time 25 Confirm the booking details back to the agent Price voucher number etc Then give them the Confirmation Number CFM No 26 Send Log In details to Passenger 27 Click on Confirmation to send an email to the passenger gt 28 Click on the Email Confirmation box to activate the email screen enter pas sengers email address 29 Click box for Confirmation and box for Itinerary then click Send Print in orange Fax Email sms Print w Email Confirmation Email accounts idestinationcanmns com au CC E mail Subject Confirmation for PERSSON Fenella Cim Mo 16490 Your Ret O1 Message This a Confirmation for PERSSON Fenella starting travel on Our Cim No is 16490 Your Re
7. guides save time for employees supervisors and managers since employees can confirm the information independently from the introduction guide without asking for help A new employee can follow the step by step guide while learning on processing new bookings into the system Teaching new employees well in early stage is crucial for both employer and employee especially in a busy tourism industry Learning the system care fully is essential as most of the bookings are made through the phone with a travel agent The training and development provided within tourism hospitality and leisure companies is also very variable guality and focus There are plenty of examples from large as well as small businesses where the training is conducted on a limited and specifically needs must basis in order to meet the short term skills reguirements of the company or unit However tourism hospitality and leisure businesses increasingly recognize the im portance of education training and development as components within the wider strategic development of the company and its markets Baum 2006 223 The main benefits while training new employees is to decrease mistakes Faults can cause negative image for the company and loose customers I he knowledge of mistakes being made travels faster to possible customers than a job well done The credibility of the company decreases if mistakes are constant and the customer service is unprofessional Good training and su
8. 8 Start typing the pass name to select the pass from the list Depending on the time of year you will need to be careful that you are selecting the right pass there are a lot of old ones in this list B Tou Code Tour Mame est search by selecting the a lene oi tyt yen Agent JEST A Ae T b s DD NOT USE box Only applies if MAA Beds BIE Ja USE more than 2 columna in Date M AASIMUSWT2 MAXIMUS All NZ and Northland the list 1846 72012 SE 12 All New I Start Auckland and Christchurch Sort the list by clicking on the column header K Confirmatio First click will sort Sea na Ascending and second Audit Trail click will sor Descending Availability 9 Click on DONE or push enter to select gt io New Reservation Agent JESTCAIRNS Destination Cairns Marketing Ref J John H Dur Ret a 1 iin 10 25 30 a m Cfm Mo Date Thu Code MSA K SSML D Pa aa M Confirmation on Commit Allotment D Quote 7 Tentative M Check In 9 waitlist 7 Copy to Multiple Audit Trail Diary R G Gp a i Exit without Commit Avallability Booked Total Allotments Ag Allotments Max Pax 10 TAB through the time field this will always be 00 00 and then TAB to the pax numbers field and add 1 for adult this is the ONLY one you should se lect unless it is FOC later in the manual Multiple pax travelling together are copied to a multiple later always only book 1 gt 11
9. Archived Confirmed W Quotes Components web Bookings Tickets Ony 1 Checked in Search hy Bookings Wi ait list Clear MuliEdit The search screen is in two sections the top section is for specific criteria to filter the bookings in the database The lower section below the Show line defines how much information comes back and what kind of bookings will be returned Always leave ticked the Cancelled Archived Confirmed Quotes so that you are sure to find the booking even if it has been cancelled for example Components un tick this box if you only want to bring back the pass book ing and not all the travel sectors underneath This will bring back passes if they are not booked under CUSTOM and CUSTOM passes Web Bookings tick this box if you ONLY want to bring back passes made on the web Tickets Only Checked in never tick these as STRAY do not use tickets or checkin status 10 My Bookings this is a special feature that IGNORES any search criteria in the screen and only brings back all bookings made today by the user cur rently logged in It won t bring back any bookings made by any other users tis specifically designed to allow staff to go back and double check their own bookings for the day or quickly find a recent booking when the agent pax calls back to change a booking that has just been made Waitlist this is a special feature that only brings back waitlisted booki
10. MAKE SURE DRIVER COLLECTS ANY POB as in pay on board Once you have updated the changes in ResPax you sign off the manifest with your name and a line through it to show that this has been completed 21
11. New Reservation N Matz 5T Date Thu Code Time 171122007 0 10 j 10 O M Confirmation on Commit gt Allotment Quote Tentative Checkin 9 Waitlist Copy to Multiple SS Diary to SER i Exit without a 3 Push F2 this will bring up all of the agents in the system use and then start typing the agent name you want e g destination Cairns 4 When the agent you are booking is showing in the list you can either arrow down to it and press enter double mouse click or click on Done to select fdd Code ti Agent Choose column to search by selecting the options next to the text box Only applies if DESTCAIRNS Destination Cams Marketing more than 2 columns in the list 5 Push TAB to Ref field and enter consultant agent name you are booking with gt ici New Reservation Agent JESTCAIRNS Destination Caims Marketing Ref Jahr Hl Our Ref con j a 10 25 30 a m Em No Date Thu M jA 172007 N Confirmation on Commit gt Allotment T Quote Tentative Check In M Waitlist Copy to Multiple Audit Trail Diary ts pi gli 1 Exit without Commit Avallability Booked Total Allotments Ag Allotments Max Pax 6 Push TAB to Date field You should only change the date if it is the end of the month for internet bookings or further on in the Manual for ATNZ book Ings 7 Push TAB again to get to Code box Push F2 to pull up all pass codes gt
12. Pax Mo s Get Availability POE collect Status 4 TAB through the date to come to the CODE box and push F2 Just like any oth er booking the passes will come up Select the pass you want this can be either pass as you are adding the other one later anyway Then TAB through the time Basis and Type You will then come to the SAVE ADD button push enter or click on it 18 Add Edit Component Date Code Time Get Availability POE collect Status 5 You will then come to this screen below as the system has added your pass Once here you need to do steps 3 and 4 again to add the second pass to the booking which is showing you below also both passes are there Pick 1aps Cropo fs Pirkan Times Fare 0 00 Rm Tj DrwpD1l Time Fm J OD addcomp Addleg RY rroductinfo df ShcwlHide GY Maximize ToDat 19 111 7 A MEF M7 Finish 19 lur J 19 Jur 12 PATCH Suckla 19 luri PATCH Tout value Papine Collection 1F3 Delal Value Commie FS Componerts FE Tuu Cpliurns F7 Codfinneliorni vr Commit D Aluumeni Quote Terilalise E Caeckdni 9 wallis gt Copy to Malli Audit Trail ie Ge EA Cal 2 E Carri COMMIT TO 6 You need to click back over to the Total Value Payment Collection Tab as you are in the Components Tab Toa alue Paynen Collection Fs Detal vale Coni oenl IFS Componerts FE Toui Cplioris F 7 7 As you can see both passes have be
13. September and October are the best months training for the employees working for the summer before the hectic months starts One of the reasons for interns working for the summer season ideally would be starting in August and September in order to train them properly There are enough everyday jobs to be done and bookings to be made in order to have a good training process During the months of August September the office is not too busy which means all tasks can be explained and the booking system can be taught so the employee has time to learn them throughout before the busy season starts 4 4 Summary The training period is the most important part when starting a new job Usually there is a technical system that needs to be learned The manual written is planned the way so it is working on the side supporting the actual training period All members of reservations team need to be communicating with each other all day For example telling the team if something has happened or if a passenger is lost and cannot find the stop coaches are picking them up The members of the reservations team need to know everything what is going on as they are all working together These were only two examples that can happen which explains how important the training period is 15 The work crew other members of the team and more importantly the advisor along with the new employee are all responsible of the outcome for the training how the new person
14. an online booking system Passenger can start editing the travel dates and stops as soon as they have started travelling They have options on either calling to reservations team to change travel dates along the way or then change dates themselves online by using an online booking system connected to ResPax One of the key tasks for reservations team was printing out manifests every evening in order to keep updates and passenger records accurate As it is a legal acguirement the drivers update the numbers of passengers on the coach at every stop along the way The reservations team then updates the changes to the booking system in order to have the correct numbers at all times For example if an accident happens on one of the coaches the head office would know which of the passengers were on the bus at the time of the accident from the printed and updated manifest Therefore the ResPax manual is signifi cant to have if a member of staff is uncertain of how a particular job is done 2 3 SWOT analysis of ResPax This paragraph contains a SWOT analysis of the booking system It will be analysing and explaining the strengths weaknesses opportunities and threads ResPax as a booking system has and might have in the future The analysis will bring out all four different as pects about the subject that SWOT table then introduces In universities of applied sciences the thesis is often team work between company stu dent and school The basic guidelin
15. case company is using both of these actions advertising available jobs Recruitment process organizations are seeking to attract and retain the interest of suitable candidates whilst at the same time also seeking to portray a positive image to potential applicants Of course recruitment is a dynamic process as within organizations people are constantly retiring resigning being promoted or at times being dismissed Egually changes in technology procedures or markets may all mean that jobs are re configured and become available to the external labour and thereby trigger the recruitment and selec tion process Nickson 2007 90 In order to start the recruitment process with potential applicant there needs to be a job description for the job so the right people can apply A document that outlines the purpos es of the job the task involved the duties and responsibilities the performance of objec tives and the reporting relationships It will give details of the terms and conditions includ ing the remuneration package and hours of work In many respects the job description can be thought of a functional document which outlines the what elements of a job It should aim to prove clear information to candidates about the organization and the job itself such that it acts as a realistic preview of the job Nickson 2007 91 3 1 Interview Interview is the most popular way of recruiting new employees That is the next step once the company
16. current TourCode under the new Adhoc tour 6 This will then allow you to add the new pass under the CUSTOM pass This will effectively show two passes the old and the new Date Sat Code 171272007 CUSTO Add Component Pax Detailed Pa Detailed Pickups Advanced Pax Contact Details Multiple Pas Pax Name Testing Person E Origin v cf Discount v cl Voucher TRet Source c FOC Type ef z Pickups Dropoffs Pickup Time Fare 0 00 Rm E DropOff Time Rm EI O Addcomp O ddLleg Product Info Show Hide Maximize 0 01 Dec 07 DAVE Full Sout 01 Dec 7 You will then need to add the new pass so select Add Component and choose the new coded pass As shown in Steps 3 and 4 in section 7 Date Code THN CUSTOM E 0 Add Compohent Pax Detailed Pax Detailed Pickups Advanced Pax Contact Detail Multiple Pax 8 Now you are able to add Travel Legs under the new pass and commit to save all the changes at the end 21 OD ddcomp E AddLeg A Product Info Show Hide D Maximize Ag Leg Tow Date From Sector Fickup From 16 Mar 03 OLD PETER D 13 Jun 12 PETER Aucklan PETERW12 4 Tour Value Payment Collecton F3 Detal alue Comment FS Components FE Tour Uptians Fy Allatrmert TF Aune FO Tentative Perk PC wati Ur PP Pnnfirmatinn na Pmmit 1 1 8 Section 8 Booking a l
17. it will be beneficial to have the experience It also is helping on learning new booking systems as they all have similarities 23 The making of the manual came handy for me as well as can now count that as one of my new skills also believe it will be helping me to learn new possible technical systems used in tourism industry In the future if get asked to write similar introduction guide for another company feel confident enough to write another one because of the knowledge have received while writing this thesis Reading about different methods of preparation and writing the theory part of the im portance of training and the methods used gave me new information about the process It also opened my eyes to understand why other companies tend to have better working environment and happier employees It is all about supporting all workers along the learn ing process and later on as well if needed 7 2 Future The introduction manual for ResPax will most likely be modified in the future as the sys tem will be having more updates Monitoring of the manual and the experiences of the learning period by using the manual as a support is meant to be followed though emails If and when the manual needs any updates the company will have the same files which they can easily update there and then The manual will also be printed out so it will be in the office for everyone s use There will be a folder where it is easily found If t
18. made it faster to find dis tinct sections from the manual For the future usage and editing of the manual the company pointed out that it could be challenging if Microsoft Word would not be the software they are using 6 2 Own evaluation The making of the manual and the whole project was challenging As have not made a manual for any booking systems before at first did not know where to begin When was starting to learn the booking system in the beginning of my internship found it very com plicated at first There was no training program for the system which meant all bookings made were for real passengers Even though the booking system was already familiar learned a lot about it during the process on which believe the manual will be helpful for the company also hope the company will continue of using the five steps of training for ResPax along with the manual 20 My own opinion of the system is that new employees can find it old and hard to learn if they do not have any experience of any other booking systems For example there are a lot of small points to remember on which employees can find insignificant at first in order to continue with the booking 21 7 Discussion On behalf of the company was given free hands on creating the thesis While writing the manual was given feedback whenever the supervisors had time and when had ques tions or needed the guidance Most of the planning and ideas w
19. or transportation to use 4 2 Teaching goals The main goal in training and introducing a new employee to the company is get them to be part of the working team as soon as possible There are three main objectives for this individual learning managing work and being part of the work environment The most im portant goals in training are to decrease uncertainty mistakes and misunderstandings Kjelin amp Kuusisto 2003 46 47 Typically there are topics that create guestions every year no matter how long the em ployees have been working for the company As an example an older member of the company who has not used the system in a long time might have to start using it again where the manual comes in handy The manual for the booking system is to increase the knowledge of the employees and the ability to cope and work independently Timing of the training is recommended to be considered well in advance During the busy season the resources for training can be inadeguate On the other hand hectic season can be a great way of learning by jumping into the work and learning by doing However there is always a risk that there is not enough time for appropriate training Kjelin amp Kuu sisto 2003 242 13 One of the common reasons for poor training is rush Training is minimal or then it is done badly While other employees are working on their own tasks it can be difficult to find time to teach the latest member of staff Therefore it i
20. staff can manually do monthly reports ticketing bus manifests combination itineraries tax invoices and snorkel deposit form The system organises all the components and timings of bookings and extras such as buoyancy vests for printing on the voucher and inclusion in reports for staff on board the vessels the Accounts Department and management ResPax 2015 2 2 ResPax for case company Stray Ltd ResPax is managing the company s complex scheduling requirement enabling Stray to book passengers on partial legs of specific routes ResPax is pulling all the bookings to gether and is helping Stray roster resources and print manifests for each of the coaches on daily basis ResPax 2015 The main work done with ResPax in Stray reservations team is to book passengers into the system by adding all passenger details provided and possible travel dates The reser vations team will book passengers to ResPax after receiving an email to the reservations email about an online booking The other option is by finishing a booking over the phone with an agent calling from New Zealand or Australia Agents around the world are also emailing bookings through to res ervations Reservations team will then book passengers in and reply to agents email with confirmations When the coach pass has been paid all passengers receive a confirmation email possi ble travel itinerary if travel dates were give while processing the booking and log in details to
21. to check something while talking on the phone The manual is one part of a bigger introduction manual of the company which is including main information about the company the house rules and information about emergency situations 19 As mentioned before once starting to work for the reservations team there are a lot of tasks to learn but also knowing the map of New Zealand is crucial Employee will get the latest brochures which include the maps and all stops Stray goes for daytrips and over nights It has not been included to the manual as all new employees will have the bro chures next to them while learning the booking system 6 1 Evaluation of case company The evaluation of the process and the outcome from the case company has been positive Since January the manual has been ready for training use Here are the main points that were pointed out by the case company they were wanting from the manual and that were succeeded The main points given for the manual were for it to be clear for anyone at the office to un derstand By meaning avoiding multiple page manuals with a lot of text The language of the manual was easy to read with no difficult vocabulary If any special vocabulary was used it can be found from a list of keywords used in the manual and also will be explained by the advisor while training Adding pictures to the manual of the actual bookings is mak ing the training process easier for both parties Table of context
22. 1 Introduction manual for ResPax booking system Introduction manual for ResPax Stray Ltd 2015 21 Table of contents 1 Acknowledgement January 2015 cooossssssssssue uniaan ana aan anna aan aan aan aa nana aan anana 2 2 O SDA Humamat muokkaa mnanad pitka maana paint Vaauami mitt te nates Ema vaasa aa nin Saanaa hai natant 3 2 1 Stray Reservations System Respax Manual cccccceceseecseeeeceeeeteeeeeeneetsneeees 3 2 1 1 Section 1 Logging on to the remote desktop ccccceeeeeeeeseeeeeeeeeaeeees 3 2 1 2 Section 2 Making a new booking usoousoonn non aa an aa anna nana 4 2 1 3 Section 3 Search for an existing booking cccsececseeeeeeeeeeseeeesaeeeesees 10 2 1 4 Section 4 Copy to multiple for multi pax bookings usoosssinn ennnen 13 2 1 5 Section 5 How to process a Driver Upgrade ccccsccecseeeeseeeesaeeeeeees 15 2 1 6 Section 6 Creating a Custom PASS ccccececceeeeeeeeeeseeeeeseeeeseneesseeeesaes 18 2 1 7 Section 7 Creating a Custom Pass in a current booking 20 2 1 8 Section 8 Booking a leg Of travel ousoossso onn aa anna a aanan 22 2 1 9 Section 9 Booking a travel leg for a re traveller uusoosiiinnnnnnnnn 24 2 2 Manio SIS uuta takaat mi dont TTO kaa mid Oia TIL at mid Oka nE Lane R Ean TOA Rate P S 26 2 3 How to update Manikesis ammmmessrismmsse
23. FOC Type Pickups Dropoffs Pickup Time Fare 0 00 Rm l DropOff Time i Cost Sell Other 449g Refund Dsc Value Cm Cm O BF Cm Levy PxRefund PFee Total o 830 0 0 830 00 0 20 166 00 000 0 0 0 830 00 Sotecion ey Payment Type mount Pay Amount Associate vin Ci Cale Cost Sell 5 Calclew R On Account AUD 830 00 AUD 830 00 MAX Ne Clear All Default ADD New gt Currency AUD Australia Dollars v Tour alue Payment Collection F3 Detail Value Comment F5 Components F6 Tour Options F 7 M Confirmation on Commit Allotment T Quote 7 Tentative M Checkin JE waitlist 7 Copy to Multiple audit Trait Div CD SI SAX Exit without Commi COMMIT FB Availability free Booked free Total Allotments free Ag Allotments free Max Pax free 17 TAB to the Source field enter Liz Craig Mates Stray Mates etc for how they heard about Stray if you know this not always needed either gt 18 TAB through the FOC field manager only Currency Respax will automatically choose NZD AUD or USD accordingly in regards to the agent you ve selected The booking is now ready to have payments and any appropriate comments added before commit 19 DIARY NOTE can be used to add a note regarding the passenger internal Select the Diary button gt Dl Tour Value Payment Collection F3 M Confirm
24. Pax Name des O VoucherNo Like Operator Ref e Agent Code I Like Ticket Ref aaa Booked M 10 12 2007 T 1012 2007 v Show I Cancelled IV Archived IV Confirmed I Quotes Components J Web Bookings Tickets Ony 1 Checked in Search My Bookings Wait list Clear J MultiEdit 2 Once you can see the correct persons booking open it to update the pass 5 Cfm No 10000 w Corners T l Agent ST Stray Limited Ref test E Our Ref 30 11 2007 3 26 53 p m Cim No 10000 Date Sat Code Time 112 2007 Dave E oo 00 1 O O O O 1 Start Christchurch Brochure Pax Detailed Pax Detailed Pickups Advanced Pax Contact Details Multiple Fax Pax Name Testing Person Bl Origin c Discount cj NNN SN JA 111 I 20 3 You will need to change the Tour Code from whatever they are currently travelling on to CUSTOM Select the E for Edit to change the code Date Sat Code 121 2 2007 DAVE Pax Detailed Pax l Detailed Pickups Advanced 4 Select F2 to choose the new code and change it to a CUSTOM pass EY Tour Code amp Tour Code Tour Name CUSTOM Custor pass 5 You will need to then MOVE the existing code not replace the code m Replace Move Tour Code When changing to Adhoc tour the underlying tour can be either REPLACED or MOVED REPLACE will replace the current TourCode MOVE will move the
25. Short max this is not always possible example Short Max less a Jill pass will be the Willy pass Then TAB through the time field always set to 00 00 and add 1 adult passenger 15 io New Reservation Agent JDSRORY DS Ro Wood Bagoinz Ret Baggins Ourl Date Tue Code Time 19 6 2012 ttv 2 E oo 00 1 0 H O O 1 5 Make sure you change the Basis box to where you need the pass to start this is always set at Auckland for Double Island passes or for South Island passes Christchurch So you will need to change this to say Picton HSS lur Ref 19 06 2012 10 10 43 a mM No ent Special 6 TAB through the Type as this is always the same RRP Current Special to enter the Passenger name It is crucial that you select the correct original passenger who wants to upgrade their pass This will add the new pass to the passenger s current one so their login does not need to change they can access them together Start typing in the first name field then the passenger name should start to appear Search for People Enter your search criteria in the boxes above the column headings man fa C 0 I Add New Person Email Address Nick Name Coi Testing Person emalladdresstaemall com 0211010 View Edit Details Pan ID 1 7 As you can see the email address shows up this should be checked in case you have a person with a very usual name example Sarah Smi
26. TAB through all the fields to the Basis field to select the travel start point Some passes have more then one to choose from gt iyi New Reservation Agent JESTCAIRNS Destination Cains Marketing Ref John H Our Ret e 1025 30 am EM NO Date Thu Code ia 1 2007 Maxx ef 00 m Confirmation on Commit gt Allotment Quote Tentative M Checkin 9 waitli 7 Copy to Multiple TO Diary R au alal 1 Exit without D io Mew Reservation Agent JESTCAIRNS Destination Cairns Marketing Ref fJohn H Our Ret e 10 26 30 am Chm Na Date Thu Code ha 1 2007 Max fora 00 Pax Detailed Pax Detailed Pickups Pax Contact Multiple Pax 13 TAB to the Pax Name field and click orange square to open screen and complete details gt 14 TAB to the Origin enter country the client is from this is not always needed gt 15 TAB through the Discount field only used when cancelling a pass man ager only gt 16 TAB to the Voucher field and enter the voucher number given to you by agent gt i gt New Reservation Agent JESTCAIRNS Destination Cairns Marketing Ref John ja Our Ref Matz ST 1 11 2007 10 25 30 a m CM No Date Thu Code a 1 11 2007 AX Start Auckland Brochure Pax Detailed Pa Detailed Pickups Advanced Pax Contact Details Multiple Pay Pax Name PERSSON Fenella Ja Origin v cl J c Voucher 0123458 et Source v cl
27. Zea land s true backpacking industry pioneers and also started another hop on hop off coach company Kiwi Experience back in 1988 which is still running in New Zealand as well Stray Ltd 2015 Stray Ltd runs a guided hop on hop off coach network mostly for backpackers Passen gers travel by coach around New Zealand along with 30 to 40 other travellers The aver age passenger age is from 23 to 35 year olds There are multiple different passes to purchase for both islands and the pass determines the route With average of five departures a week from the main cities around the summer period gives passengers flexibility to hop off and on as many times as they want depend ing of the time they have tin New Zealand Stray Ltd 2015 While touring around the country the coach drivers work as guides telling passengers facts history and famous stories about New Zealand The drivers are also responsible of booking the accommodations and activities for the passengers along the way Stray coaches run regularly all year around and all passes are valid for 12 months from the first day of travel However the most popular way of travelling is to stay on the same coach all the way to the city or stop passengers are ending their tour or travels in New Zealand In order to travel the biggest bus pass Stray has which includes the whole New Zealand in one go would take approximately 38 days Stray hires interns working as a member of the reservations team a
28. aluated This way em ployee will learn to evaluate their own work and think about the work they are doing Af terwards the feedback is given by the advisor This step is being repeated until needed H m l inen amp Kangas 2008 16 12 Observing is the fifth and last step of the training period If the meaning of the teaching process was to get the new employee to work independently it will be tested The advisor will be close enough to give support but at the same time will be continuing to do their individual work A good way of testing the knowledge of the employee is to get them to tell other members of staff how a certain task is done H m l inen amp Kangas 2008 16 Before the season starts in New Zealand the reservations team is prepared to train new employees on the job The five steps are being used on the training process as it has been proved to be one of the most successful ones when the goal is to get new employ ees work independently As all seasons are different and sometimes it might get busier earlier than predicted Even so the training methods used do not change The significance of training period will show when the company is receiving feedback from all sectors Good reviews and feedback are crucial as social media online reviews and discussion forums have grown to be the public sites where people visit and read other peoples comments and reviews before deciding where to go for a holiday and which com pany hotel
29. are systems are being created every year The usability of the sys tem and the latest complex models of new systems could be a threat for ResPax as the system was created 10 years ago Table 1 SWOT analysis of ResPax WWW 1717177000 SW Easy to use Works only online 24h support system Constant updates Diversity Old system Expand to other countries New faster booking systems New look for the system More complex systems 2 4 Methods used There are multiple different tasks and fields that a new member of staff in reservations team must learn The same basic training will take its place for interns and part fulltime employees as everyone is part of the same team The main teaching method at Stray reservations team uses is called rooming in care This method has been noticed to be the best one for the reservations team as there are multi ple different fields and tasks to be learned New members of staff start the learning process by following another team member on how the work is done The rooming in care method means that all new members are be ing taught individually Supervisor or another member of staff right for the job will be teaching the newcomer step by step while working on their own tasks 3 Recruiting process Companies use social networking sites or they are advertising jobs on their own website When the company is in a need of hiring people they need to make sure they are hiring right employees for the job The
30. as a support in order to be able to work independently after familiariz ing the booking system first 7 1 Learning process While working on the thesis familiarized myself on variety of literature and internet mate rial referring to introduction manuals guides and handbooks Though different sources used for the thesis learned different ways of teaching the latest member of the compa ny and how important training is both for the company and for the employee By reading the literature wanted to bring out the best options of training for Stray 22 believe this has increased my professional knowledge through reading about the subject and by thinking on how different methods can be used in different companies training pe riods The literature used for the thesis gave me vital information about training new employees and what it takes to make an introduction manual from the beginning which will be bene ficial for me in the future The software systems can be challenging to learn so have con fidence in that the earlier experiences have from other booking systems was helpful For example another introduction manual for a different booking system can be written by us ing the structure of this manual What found challenging when started writing the manual was that ResPax booking sys tem was already familiar to me from the internship did couple months before starting the writing process of the thesis started t
31. ation on Commit gt Allotmer Such al Diary te A kl 1 a 1 mr 1 1 a T 1 1 20 Select Add New Diary Note 21 Type your message in the main body and appropriate references below Tick Show when opening booking to have this pop up as a message box Note Date N E Save Exit ate Monday 10 December 2007 gt Show when opening booking Type your text in here Cancelexit Delete Add New Te 5 A L lt 3 Diary Type Our Ref You Name External Ref who gave you the info Created T Action By 10 12 2007 gt Assign To Action Completed IV Assignto Anyone 5 Assign to Group A ction re E Comment TI Set Reminder PopUp Email C SMS 22 Select Save Exit once you have completed the note Close the window PAYMENTS 23 Respax will have automatically added payment lines to the booking accord ing to the agent organisation Full credit agent Agent On Account for the pax total Cost Sell Other AgARefund Dsc Value Cm Cmf OrEF Cmf Levy Pe Refund PFee Total 830 O 830 00 20 166 00 0 00 0 00 H O 0 830 00 Collection by Payment Type Amount Pay Amount Associate with c1 M Cale Cost Sell V CalcLew R Agent On Account AUD 830 00 AUD 830 00 MAX Clear Alt Detaut n ry et KE i WLI A ill Deposit only agent Agent On Account for the commission part and th
32. e details Payment Details Payment Details 5 C fExit FS Collect ty Raservatinn Pairt 22 6 9012 ave Cranges Exit PS CancelfE sit Ager O petalur a value E35 i Delste Paynient Type Credt Card O Seq l Cieale Charyz F9 Bocking Amount INZD1 595 Gel Total Get Diff Get Voucher Mo FLE Collec Payment Amort 696 00 in MD Mev Zealand Dollars WILLY wh 4 Payment lata Last Edited Bw Tia Randel Lurrency Kate G4 Ticked D Authenhcate Pedit ard Print card slip on Commit Created On 22 1 un 2012 11 58 24 F ate Updated PrirtAutkenticaion Slip Credit Carc Details lens er Cede Manuel Authenicatior Card Types Tiansachors for Ths Payment ard Number All Transactions fer Booking E spir Month ear Credit cards can be Cad Fee NZD l authenticated realtime This nomal takss 5 15 seconds Only the first 4 lines are important Name on Card card type visa MasterCard only the 16 digit card number and the expiry date Month needs to be 2 digits always so 01 or 02 etc and then the year needs to be the whole 4 digits 2012 this will change when you TAB through not to worry Once this is entered you will need to Authenticate Credit Card before clicking this make sure that the Amount is correct in Yellow box and if you are charg ing from the office it always needs to be in NZD important to remember
33. eg of travel 1 Search for a current booking as described in section 3 Double click on the booking in the list view to open the booking that the travel is to be booked on Click the F6 key or click on the Components tab located at the bottom of the Payment MINGAN a use ne neta 9 belittle Aikoa Anand L FOB ony Agony agP0B __AgFuitew Resony gt Currency NZD New Zealand Dc v Tour Value Payment Collection F3 Detail Value Comment FS Components F Tour Options F7 I Confirmation on Commit Allotment I Quote 7 Tentative 1 Check In 7 waitlist Copy to Multiple Audit Trait Diy M SI GH A Est without Commit CancelBooking COMMIT FS Availability Booked Total Allotments Ag Allotments Max Pax NZD 450 00 NZD 450 00 JILL 2 In the component window click on the Add Leg icon located at the top of the window to open the Edit Leg window CD ddcamp e Addl eg fy Product Tnfn B Show Hide 6 Maximize Leg Tow Date Frome PickupFom Toate ToSecta 4 Tour YalucsParmont ollscetion F3 Octal Value Comment F5 Components rc i Tour OptiorelF r 22 3 In the Date field either manually enter the first date of travel for this leg of click on the calendar Edit Leg for JILL 1 11 2007 4 Refresh Save Exit Date From Sector November 2007 v 7 30 00 a Save Create New Leg Pickup Remove E xit
34. emisk mev mis te e ste eed 27 Acknowledgement January 2015 Welcome to the latest edition of the Stray Ltd ResPax Manual Big changes are happening this year as Stray has added a new booking system Junction 6 next to ResPax booking system which can be used for Stray Asia bookings In an effort to keep things simple this particular manual deals with the basic day to day running of the Stray reservations team and the New Zealand products NZ Hop on Hop off and Stray Journeys A separate manual concentrating on Stray Asia and Junction 6 will also be available in the future This document is here to assist the whole team in making Stray work like a well oiled ma chine As time passes and the seasons and staff change this manual will adapt accord ingly We as a well working company aim to make this as up to date and accurate as humanly possible and always welcome updates and additions as they arise We have drawn from the wide range of resources and information available to create this manual in hopes of having a well rounded central resource for all of our staff and crew to use Thanks to all Stray Limited 1 Respax 1 1 Stray Reservations System Respax Manual Welcome to the Orange Team am the Reservations Manual designed to help you with the basic instructions on how to make new bookings book multiple pas sengers upgrades and how to book legs of travel for existing passengers Here are key concepts that are bein
35. en POB On Account for the balance to pay on board will show The balance amount also needs to be added to the passenger s last name as a reminder to res and drivers to collect this money AL WAYS IN NZD m Direct booking from pax POB On Account for the pax total to be paid on board this should rarely be used As above you will also need to convert to NZD and put the correct amount in the PAX last name so the driver can see how much they need to collect Cost Sell Other AgRefund Dsc Value Cm Cmf ORF Cm Levy Ps Refund Pree Total 0 330 0 830 00 0 0 00 0 00 0 00 0 0 0 830 00 Collection by Payment Type Amourt _ Pay Amount Associate with ci IV CalcCost Sel M Caclew R POB On Account AUD 830 00 AUD83000 MAX Clear All Defaut n POE only Ag only Ag POB KS Ellen Mi ull Le wit m Direct booking from pax paying by credit card or cash Click on the payment line you see below Cost Sell Other Ag Refund Dec Value Cm Cm O BF Cm Levy Ps Refund PFee Total O 830 O 830 00 O 0 00 0 00 0 00 O O O 30 00 Collection by Payment Type Amount Pay Amount Associate with c1 Cale Cost Sell M CaloLew R POD On Account AUD 630 00 AUD 630 00 MAX Then this screen will come up change the POB status to Reservation then the Type status to Credit card or Cash if you select Credit card the bottom bit of the screen will come up to enter th
36. en added together and the amount show ing should show this this is what you check with the agent usually at the end of the booking when you are re confirming 19 Cost Sell Other Ag Refund Dec Yalue Cm Cmf UBF Cmf Levy Pe Refund Pree Tota of 363 of of 96300 of oof oof oof of of of Collection by Payment Type Amount Pay Amount Associate with Ci 9 Cale Cost Sell IW Calc L On Account MAD 963 00 MZD 963 00 CUSTOM Me Currency HD New ealan Tour Optional Fr Detail Value Tour ValuePayment Collection F3 Comment FS Components FG Confirmation on Commit Allotment Quote 5 Tentative M Checkin M Waitlist Copy t 8 Once you have added both passes you can then complete the booking by add ing the name email voucher number etc as you would a single pass booking Commit as usual and you will see both passes pop up under the one Confirmation number 1 1 7 Section 7 Creating a Custom Pass in a current booking The following section shows how to create a Custom Pass once the passenger already has a pass this is only done when we change over timetables for ex ample from Summer to Winter We will need to update people s passes if we change the circuit or the timetable as you will not be able to book the old route 1 Search for the person their existing booking amp Search mb fo To J Like Date 10 12 2007 v 10 12 2007 v
37. ere discussed in the beginning Most of the information was collected from ResPax happened while working at the office before the busy season started by the approval of the management Working for the reservations team while writ ing the manual was extremely helpful as learned useful facts about the booking system during the process found the project successful even though project took longer than originally planned The writing process helped me to see the full picture of the making and through feedback that was given to me gave me and idea what was the right amount of information needed in order to produce a working manual If there were a manual with long chapters and words difficult to read it would not be pleasant to read ResPax as a booking software system is relatively easy to use if the person starting the learning process has experience already As Stray has interns all year around and some of them possibly have not used any booking systems before the manual will make training easier The table of context is also helping on finding the instructions needed The aim was to create competent and functional introduction manual of the booking sys tem for new employees The list of tasks that was given to include to the manual was ful filled by using my own experiences and by the list given and discussed with me The point of the manual was not to create something that the employee will read before starting the training but to have
38. es concerning subject schedule data protection and counselling are set between parties One tool for evaluating is the SWOT analysis When assessing the strengths weaknesses opportunities and threats the actions to these should not be forgotten Anttila 2007 142 154 The strength of ResPax is the easiness of the system after the basic learning process has finished Even though it still has small details and tasks that needs to be remembered in order to finish a booking where the manual comes in handy ResPax also has a 24hour support system in case of any system mail functions The last strength is the diversity of the system It can be modified from hourly daytrip bookings to bigger hop on hop off coach network bookings The first weakness of the system is that it only works online In case of a power cut or if internet goes down as it does happen in New Zealand it causes difficulties The system also has a lot of updates that might cause breaks at work when ResPax is not working at all for a certain period of time As it was mentioned earlier the last weakness is that the system is old which is the main reason for updates The booking system has opportunities such as expanding to other countries in Australa sia At the moment they mainly operate in Australia and New Zealand New look for the system could bring the system to the same level where the latest booking systems are instead of updating the old version New and faster softw
39. ference is 0123456 Iida sdjflasdik sldfsdjsldjfldflf Date MAK main circuit north and south plus bottom Attach M Vouohers 9 Confirmation A Itinerary Preview From Drg Stray Travel Limited Close Send Print 30 Click on Done to finish the booking top right corner or F8 w Tour Confirmation O x Co nfi rm ati on done fa Back n Edit Cfm No 116490 Pax Name PERSSON Fenella Confirmation Voucher No D123456 Notification Tour MAX Send Login Dep Date 01 Nov 2007 Thursday Pax Nofi Print CCard Tickets Pickup from Date TourName Time Ad Chl In F UDF Basis Type Pickup P Time 1 1 3 Section 3 Search for an existing booking The following section shows how to search for existing bookings this is a very important task because duplicates in the system will create errors in invoicing which will make accounts very unhappy and the agents will refuse to pay 1 Click on the Search icon in the Reservations tab or on the icon in the top bar gt ay Search gah Ra S Search 2 Enter criteria into the search screen to filter the bookings listed gt Search Cim Mo Tour m Like Date 111 2007 P 1 11 2007 Pax Mame O Voucher Mo mm Like Operator Ref os Agent Code i Like Ticket Ref Booked I 11172007 v E 1A172007 v i W Cancelled W
40. firmed 1 29 14 01 NOV THU Tairua Hahei 12 15 29seats Confirmed 1 29 14 02 NOV FRI Hahei Tairua 08 00 29 seats Confirmed 1 29 14 02 NOV FRI Tairua Hamilton 08 30 29seats Confirmed 1 29 14 02 NOV FRI Hamilton Raglan 11 30 29seats Confirmed 1 29 14 03 NOV SAT Raglan Waitomo 08 00 29 seats Confirmed 1 29 14 6 In the Pickup Field select from the list as these are the only places we pick up from in each location Edit Leg for JILL Date 1 1142007 Refresh Save Exit From Sector Auckland v 7 30 00 a v Save Create New Leg Pickup ACB Base Auckland Central Backpackers 08 00 v Yamaha ACB Base Auckland Central Backpackers 08 00 Albert Park 08 00 Bamber House 09 00 Base Akl Fort St 07 45 Brown Kiwi 08 15 Fat Camel 07 45 Manakau City Bus Stop 10 00 Ponsonby Backpackers 08 25 i To Sector Add comment to all Sectors 7 Show Tour name Get Availability for row Trip Manifest ha Copy Leg Refresh Comment 01 NOYV THU Auckland Thames 07 30 29 seats 1 Confirmed 1 7 Atthis point review the booking selections and if relevant add comments for the manifest for the driver s information in the Comment field All confirmed travel will display in green text stating It is confirmed for travel Click on Save Exit to save this leg of travel 23 You will then be able to see that you have b
41. firmed person on the bus with them if they have the room 20 1 2 Manifests Here is how you put manifests online so drivers can access their manifest if they do not go through fax email VERY IMPORTANT 1 Go to ctsonline co nz 2 Scroll down until you see Course categories Demonstration Course Stray Ace Tourist Rentals Communication Skills National Certificate in Tour Leadership Customer Service and Selling Skills ADS China Tour Guides Te Wangana O Waitomo 3 click on Stray above 1 1 h 13 J b Stray Stray Training Program Res Forum Grading To 4 click Stray again above Returning to this web site Login here using your username and password Cookies must be enabled in your browser 3 Username strayres Some courses may allow quest access Login as a quest Forgotten your username or password Yes help me log in 5 Enter log in details above Training Forum Driver Forum Driver klanifests 6 Click on Driver Manifest above 7 Add new discussion topic 8 Subject Manifest date ex May 6 Manifest 9 Message May 6 Manifest 26 10 Upload the manifest for the following date May 6 if it is May 5 today The manifests should have been scanned to Reservations find it in the Inbox and save that document so you can easily find it when trying to upload to CTS 11 Submit Make sure it goes through 1 3 How to update Manifests Updating Manifests i
42. g used in the manual Travel leg is meaning a certain route starting from city A and ending to city B in cluding stops along the way Term is commonly used while working with ResPax booking system and planning passengers hop on hop off routes Manifest refers to a daily list of passengers travelling on the coaches Pax means the passenger travelling with the company 1 1 1 Section 1 Logging on to the remote desktop 1 To log into Respax please use the Remote Desktop Connection This can be found under the START menu or on your desktop 2 Type inthe address if need be to access Respax which is 60 234 71 118 Otherwise this should come up automatically 3 You will be set up with a Username and password this is usually your first name as your User Name and your Password You will be prompted to change your password following your first log in 4 Respax will be about the only thing you will see on the desktop Double click this to open Respax Again use your first name for your Login and Password and you will be prompted to change this again also LOGGING OUT OF RESPAX When you want to get out of Respax just click the X in the top right corner It is then critical that you LOG OUT from the Remote Desktop Connection from the START menu at the bottom of the blue screen 1 1 2 Section 2 Making a new booking The following section shows how to make a pass with no travel in the booking 1 Main screen gt i5
43. has received and gone through the job applications and found the right ap plicant s for the job From overall evaluation processes interviewing is the most common technigue For the past two decades there have been researches about different interview methods which have grown the knowledge its weaknesses and strengths Even though the method is good it is not the only way of evaluating people and their skills Some jobs require special skills and certain kind of personality in order to succeed which can be diffi cult to evaluate during an interview Niitamo 2001 16 The goal of interview and the whole recruiting process is to get as professional evaluation of the applicant in as the interviewer can in order to hire the right people By the infor mation received from the applicant during the interview the interviewer creates an image of the person working for the company and being part of the team Niitamo 2001 23 The informal method of interviewing is the traditional way which has been used on creat ing evaluation applicants Informal interview process does not follow a certain pattern or structure Interview begins and follows on spontaneous questions including topics that have been though through in advance Niitamo 2001 28 By reflecting the theory of the recruiting process to the case company the informal meth od used for interviews would be the most productive way for the company to handle inter views It would be testing
44. he process by thinking how felt about the system while learning the system in the beginning of my internship also used my notes had written while being taught of the tasks that needed to be remembered in order to be a member of the reservations team and the notes for learning the booking system Another thing found challenging was that most of the time was writing the thesis was in New Zealand believe it would have been easier and more helpful for me to be in Fin land during the process This project taught how to efficiently search for information from different sources learned special tourism terminology and found new aspects of my own learning process while working on the thesis The method found myself working was writing after work and memorizing the jobs done during the workday and then checking later on that week at work that all details written were in fact correct This technique helped me to understand the system better During the process benefited by getting an understanding on how in troduction manual are being prepared and how to create something from the beginning while thinking the next person reading the manual has not used or seen the booking sys tem before Thinking about the future could see myself needing this skill The project gave a good overview of everything related to the system which is the most important part As a tour ism student it is important to learn to use as many booking systems as
45. here are singular pages that need to be modified or edited later on it can be done by rewriting the parts that need to be corrected The busy summer period in New Zealand tourism industry will be starting again in the end of September and that would be the time when the manual will come in use There will also be two or three new interns starting their work placement periods in the next few months This period will be the best time and chance for placing the manual into testing This manual could be used as a framework for other manuals and for other companies as well As an example for the other booking system called Junction 6 Stray is using for the South East Asia bookings Thinking about the future the manual written could be published as an electronic version While creating turther plans for the manual there could be a system training video made of ResPax which could be one part of the learning process added to the full training 24 References Anttila P 2007 Realistinen evaluaatio ja tuloksellinen kehitt misty Akatiimi Oy Tampe re Baker H 2012 Successful business writing How to write excellent and persuasive com munications Universe of Learning Ltd Lancashire Baum T 2006 Human resource management for tourism hospitality and leisure An in ternational perspective Thomson London H m l inen J amp Kangas P 2008 Perehdytt misen suunnittelu ja toteutus 2nd ed Ty turvallisuuskeskus
46. ind it This will find and open the exact booking in Respax Agent Code you can search for all booking made for any agent or like any agent Ticket Ref this can be used to search for Mates bookings such as Liz Craig Stray Mates codes Booked this is the booking entered date range so you can choose a date range and get all bookings inclusive in this range 12 1 1 4 Section 4 Copy to multiple for multi pax bookings The following section shows how to copy a booking to multiple pax names for when an agent is booking several pax on the same pass 1 Goto the Reservations TAB and Select New Booking Follow the steps for a new booking in Section 2 2 Now the pass has been booked without travel Before you COMMIT the booking tick the Copy to Multiple box at the bottom of the screen may rOptions F i Add Pax Delete Pax Cancel E xit Copy Create Res Now 4 Select Add Pax Delete Pax 5 Begin typing the name of the SECOND passenger If they have travelled with Stray before and their name comes up you can select it If not you will need to Add New Person button under Add to Reservation criteria in the boxes above the column headings I FistName LastName EmalAddess Moble Nick Name Ca Cancel Exit J View All Consultants I Exclude Crew I Exclude Agent M Exclude Res 6 Enter the passenger s details as shown below Include first last name emai
47. ined more carefully were 5 2 Testing the manual The first testing of the ResPax manual took place between the months of October 2014 to January 2015 while was in New Zealand The manual was handed for the employee where they would test if it was giving all information needed for the learning process Be tween the four months the actual writing of the manual took its place as received the ideas for improvements during that time period Improvements and corrections were tak en into notice and corrected before continuing on writing new 17 The process of making the manual took longer than expected During the busiest summer months writing the manual was lesser but after the first version of the manual was ready started writing the theory part During the spring semester of 2015 the theory and the in troduction manual was written and completed 18 6 Description of the user manual The introduction manual for ResPax has 28 pages The manual has a cover page table of context and an acknowledgement page the case company uses for greeting the latest employee and for most recent news the company has The first page is starting with a list of commonly used words with explanations while working with the booking system The manual itself introduces the procedure of logging into the system a normal booking searching for already existing bookings and instructions on how to book multiple custom ers at the same time It also includes
48. kills and to anticipate and adapt to changing circumstances Changes in the workplace driven by new markets new legislation new opportunities and new labour market pressures mean that on going learning in the workplace is now expected of many employees at all levels Baum 2006 235 During the training process the employee will learn about the company the work commu nity and the work they will be doing as a part of the team Primarily they will learn by do ing This way all members of the team can be taught individually Kupias amp Peltola 2009 35 36 14 Immediately as the latest member of staff has been trained well they will start making profit for the company The sooner this happens the better it is for both parties The mean ing of good introduction and training is best known in companies that tent to hire young employees which makes the teaching significant Kjelin amp Kuusisto 2003 9 14 When evaluation is done in a team the progress objective has a base that can be modi fied later on While going through the learning goals with employee it is Important to start a conversation where the new member of staff will get to say their opinions goals and learn ing plans While the training process is being evaluated both employees work and the person responsible of the training are being considered Kjelin amp Kuusisto 2003 245 For the case company Stray the training period for busy summer season starts in early stage
49. l 7 Cale L Agent On Account MZD 595 00 MZD 595 00 LLA 2 Me Once you have done this you will need to select the Payment line and change the total then click Save changes Exit ype Un Account TJ 389 Create Change F9 Booking Amount NZD 235 58183 GetDit Get VoucherNo Cuse Cians E POB Collect Payment Amount 235 in MZD New Zealand Dollars CENE Finish booking as you would a new booking Section 2 17 1 1 6 Section 6 Creating a Custom Pass 1 This section will show you how to create a Custom pass 2 or more sepa rate passes example A Moe pass and a Patch pass 1 Create a new booking JEJL Kes r New Booking 2 Put in the booking agent and the agents name TAB through to the CODE box where you select a pass Pull uo CUSTOM and select this then the time box will disappear and select 1 adult TAB through again to the name part You will see the yellow box come up ADD COMPONENT 3 New Reservation AT Tia ST Agent Do Direct Office Stray FOC Ret Tia Our Ref 19 06 9012 1 90 14 m Date Tue Code 1976 201 2 CUSTOM E 1 o fo fo fo ft Add Component Pax Detaled Pax Detaled Pickups Advanced Pax Contact Details Multiple Fax 3 Click Add Component and it should look like this Add Edit Component Date Code Time Save Add FG 1976 201 2 None Epit g Inher w Auto Calculate Rooms 1 0 jo j jo 1 wo nhert
50. l email is mandatory for all bookings and phone if possible 13 S Pax Karien Kleeman Home Ph pE gt ie E_E Business Ph Cancel Exit Add New Address Suburb City Post Code Po State Comment E General Diary Other Trips Details J More J Diay j _Other Trips 7 Once you have entered their info press SAVE F8 This will take you to this screen where you can then Copy Create Res Now If you have more than one just repeat the process by Adding Pax uu CancelE sit Copy Create Res Now 8 After you select Copy Create Res Now this will bring up a multiple passenger screen on the left side of the screen Multiple Reservations EI Kal Bookings by Pas TourCode Refresh a Testing Person 10000 on DAWE Fu Testing New Person 30654 on DAY 9 Each of the passengers will show their CFM confirmation number in brackets next their name You must then update the payment details for the second passenger by clicking on their name to open the booking Cost Self Other AgAefund Dsc Value Cm Cmf OrBF Cmf Levy Ps Refund PFee Total o 705 of 70500 of oof oof oof of af of 705 00 Collection by Payment Type Amount Pay Amount Associate with c1 IM Cale Cost Sell IV Calc Levy R POB On Account MZD 705 00 MZD 705 00 DAVE aL Cea Deft a00 New 10 Once you have updated the payment details the booking is ready to COMMIT You ha
51. ll year around During the busy summer period from October to March the company has two to three fulltime employees and rest are interns which makes the total amount of team members of six or seven The usual period of time for internship is 5 7 months The management has decid ed 5 months is the minimum for internship in reservations team as the training will approx imately take from 1 5 months to 2 months The company also has same kind of coach network system running in South East Asia including Thailand Laos Vietnam Cambodia and the latest addition was Myanmar The system running tours in South East Asia is fairly new so with collaboration with another company Stray had decided to have another booking system for those tours A There are a team of employees working around South East Asia making sure everything runs smoothly for everyone The reservation side for Asia is one part of the reservations team work in New Zealand as well However the main booking system team uses daily is ResPax as It includes all sectors the company needs for in New Zealand 2 1 Introduction to ResPax ResPax products have been created 10 years ago in Australia in a company called Trinity Software Australia Pty Ltd Their programs are designed to suit a broad range of opera tors from the smallest one hour day tours to the largest international organisation Res Pax 2015 The ResPax reservations software automates the following tasks which Reservations
52. n and data was received by using qualitative research The research was made by collecting the material from ResPax booking system mostly through own learn ing and getting ideas from other companies manuals During the making collection for the manual was made by own work experiences and with a help of other staff in order to get the right amount of information and the tasks which needed to be on the manual As the subject of the thesis is an introduction manual for ResPax the training period and familiarizing different methods of training are important as well As every person starting the learning process is different individual training methods need to be considered Teaching is the most crucial part of the job as work communities and work environments change constantly That is the reason training is important in order to get the new employ ee prepared and ready for the work as soon as possible 2 For the thesis project was the leader working together with Stray Ltd The collection of information of the topic happened while working for the company First working period was from September 2013 till January 2014 as a work placement intern a part of the studies in HAAGA HELIA and then fulltime from September 2014 till March 2015 Both times was working as a member of the reservations team using ResPax booking system on daily basis 2 Case company introduction Stray was founded by Neil Geddes in 2002 in New Zealand He was one of New
53. ngs Confirmation number enter the exact number to bring back one booking lovely if they all would have this number available enter multiple num bers separated by a comma to bring back more than one booking say if several pax are travelling together Tour put the pass name in this field to bring back all passes with that name should always be used in conjunction with the Booked date range criteria or a specific agent code to prevent spending a long time searching every single booking in the database Date From To date is the voucher sell date ate 21172007 1 11 2007 v Pas Name HOD VoucherN Fike Operator Ref sat Agent Code Like Ticket Reef z Can celled IV Archived J Confirmed V Quotes Components P Web Bookings J Tickets Only J Checked in arch if My Bookings Wait list Clear i e J7 MultiEdit The Pax Name field search criteria assume anything starting with the letters en tered in the field So in the example above typing HOL will bring back all bookings with the pax name starting with HOL Masimum Rows 1000 Refresh Search S found IMPORTANT NOT showing Components hombre momsHm seos a 10130 10130 0I Now O7 00 00 JACE Start Auckl Brochure holly holly STUFLIG Student Flia ky 10169 Na 10169 01 Mov 07 00 00 TOM Start Auck Brochure holly CHARLIE Charlie B s Sg 10252 Ho 10262 01 Now 07 00 00 PETE Start Auckl
54. od in December 2013 after discussing about different subjects that would be beneficial for the case company As they did not have a working manual during the internship did with them learned the system by listening and writing my own notes during the training The company wanted to have a working manual for the booking system as a support for the learning period and to have one printed version at the office for everyone s use if anything needs to be checked The project itself started in the end of September 2014 after had started working for the company Ihe idea of the thesis was discussed throughout with the reservations manager and by receiving ideas and the access to the booking system the planning started taking its place 5 1 Implementation The tools was given were the usage of the booking system itself where got all the pic tures for the manual As could not work on the thesis while working started the process from getting the pictures of all steps of the booking process Collecting all the information needed for the manual took a long time because did not have access to the booking sys tem from home Text was added later when working on the thesis from home The text supporting and explaining the pictures wrote from the notes had written throughout my own learning period during the internship By using the notes had written for myself it helped me to understand which of the topics which needed to be expla
55. on how to book a driver sale or an upgrade done on the road The manual shows the steps of updating and booking coach passes to custom passes if a passenger has purchased two passes under one booking as well on how to book a travel leg for a passenger or for a re traveller And the procedure of putting mani fests online and updating them The outlook of the manual was planned on so it has pictures of example bookings and text to support the pictures with explanations The step by step method was used as following the pictures it will help on finding the right buttons to press and information that needs to be filled in The names of the places used in example bookings are actual stops Stray has along the way The manual is planned to be handed for the latest member of the team during the first days when the training of the booking system begins It will be used as a support of the actual training where another member of staff will be teaching on how the booking system works The main training is done face to face During the first week an advisor will be go ing through each product the company has to offer and guiding through each booking step by step More tasks are given and new jobs are being taught depending on how fast the learning process is taking When the booking system is learned there will be new tasks for example using the system while booking with an agent over the phone Here the man ual is important as a support system if employee need
56. ooked and that all dates match up When satisfied that booking details are correct click COMMIT in the bottom right of the main booking screen NB If a bus is not rostered for travel on date selected observe that the Max and Avail columns will both display zero availability and show status as Waitlist ed displaying in red and purple text From Sector Christchurch 9 45 00 a Save Lea Pickup at ANTARCTIC CENTRE STRAY 09 45 Peno To Sector 7 Add comme Peper Show Tour Get Avallat Trip M Ea Copy Leg avai 19 JUN TUE Christchurch Kaikoura 09 45 na WartListed 1 O O ZO JUN VW Kaikoura Blenheim 05 30 nla WartListed 1 O O 20 J0M 1 Blenheim Picton 11 30 nia WartListed 1 O O Similarly sectors will display as waitlisted if a bus is fully booked i e Max column shows number of seats on a bus and Avail shows figure as zero or negative if the bus was removed when bookings for the bus already exist Sector ComIT 21 JURN THU Gueenstown Morthboungd O 08 40 nsa WantListed 1 O 21 JURN THU Omarama hit Cook 09 40 nia WarttListed 1 O 22 JUN FRI Mt Cook Tekapo 10 00 n WartListed 1 24 O 22 J0M FRI Tekapo Rangitata 13 00 nia WarntListed 1 24 0 23 J0R SAT Rangiata Christchurch 07 30 na WaritListed 1 24 O 1 1 9 Section 9 Booking a travel leg for a re traveller As above but with a slight addition on it 1 Follow steps 1 through 8 in previou
57. pport system will help the company and its employees to raise the reputation inside and outside A company with good reputation is keeping employees sat isfied the turnout of staff decreases and the quality of work continues being high Kjelin amp Kuusisto 2003 20 By means of the new employee quickly decides during the first days whether they like the work community or not A positive first Impression is crucial and the better the introduc tion is the more likely the newcomers are to stay in the company If they are left to cope alone their motivation is reduced H m l inen amp Kangas 2007 5 11 4 1 Five steps of training One of the most popular methods of training for a job is called the five step method It can be adapted to fit the training for each company Before starting it is Important to be pre pared Preliminaries have done carefully will save time The time and place will need to be taken care of and booked for the training period H m l inen amp Kangas 2008 14 15 The first step is starting the training session The starting level the topic that will be taught and the goals of learning will be evaluated It would be beneficial for the adviser to create Supporting and trustworthy interaction with the new employee which will created positive motivation and attitude Hamalainen amp Kangas 2008 14 15 The second step is teaching A full picture of the learning goals will be created during the progress The p
58. recommended and necessary to be handed to all new employees starting work as a part of Stray Ltd reservations team It could also be presented as an electronic version Respax booking system introduction guide is being presented as an attachment at the end of the report Keywords Introduction manual tourism booking system training Table of contents 1 MTO AUC LON scripsere EE EE EO ERST 2 2 CaSe COMPANY INMOGUCTION asisite aaa a a a a Ea EENE 4 Zul MOdUCUON TO IACSI AX sania coeliac ra oat co aan t s ee aie Gia icles Gua 5 2 2 RESPax Tor CASE COMPANY oray Eldarit t nne a m m a test ne 5 2 3 OWOT analysis Of RESP msn smessamss naa cee Sia a a Datesihe levat e 6 2 40 MENOJ S US SA autaa mi ssmaiauoht R 7 2 Recruiting PIOCGS S cierre va maa pa Vaa AHA EN NA ERT N VA ONEN NA EATA EN V ENT NN AA EATA NN N A EITOKN NAM UNTA aN NA A EMLO NN NAMES 9 SE IIIGKVIO Wt othe k kv tat a bet aati aldo as bite al laiami l v mms y s aie gt eee leant t st 9 32 OEE ON mussa mittaiset eR uma 10 4 Introduction to booking tools csser prespi pea een an aa ETEN SECER ARTEEI nana anna aaaaaan 11 Ad WING SISPDSOTTAIMINO ni kum k m E kom j sd v kes tiated 12 AO WSAChilNA GO lSimneimesneiva s ni me k vah n mein vah n E 13 4 3 Monitoring the training and learning PrOCeSS cccceccseeeseeeseeeseeeseeeneeeneeeneeenes 14 Aud SUM AY ansat s amari eae ates ates tie
59. rocess is good to split into sections to make it easier to understand and learn The advisor will go through all tasks step by step while making sure nothing is missed or misunderstood before continuing to teach the next topic It is important to ex plain why certain tasks are done as they are as it will support the learning process By actively getting the latest member of staff to feel as they are a part the group they ask more questions which makes it easier to evaluate the progress and if anything needs to be double checked it will be done immediately Hamalainen amp Kangas 2008 14 15 Creating an image of the work is the third step of the training By doing that the employee focuses on the performance and succeeding at it It also helps on improving the inner models which are the ones that guide human s actions When a person is experienced and seen as a professional at their work they do not have to think what they are doing as the inner models are giving directions automatically The advisor can ask the new stait member to talk through each task taught to them in order to understand why things are done in a certain order and the importance of each step H m l inen amp Kangas 2008 16 The forth step is to practice and test the new skill This step is making employee to start putting the learned skills into practise The advisor is there for support but will be letting employee to work independently Afterwards the situation will be ev
60. s a VERY IMPORTANT part of daily activities in the Reservations office By LAW the company must know who is on the bus at all times When a driver calls through with their updates indicate the changes on the manifest itself Immediately input the changes into ResPax once you get off the phone e NO SHOW S circle their number on the manifest Once updated in RESPAX tick in the circle to show you have updated this person e EXTRA S write the pax s confirmation number and first and last name at the bottom of the list on the manifest Once updated check that the CFM number matches the name tick in front of the CFM number to show you have updated this person e PEOPLE HOPPING ON AND OFF FROM ONE LOCATION For example Rotorua check with the driver that all the people on the manifest with Rotorua next to their name are getting off the bus if they have please place a tick on the word ROTORUA check that all the new people getting on in Rotorua are also on the bus Another example is a bus with 2 pickup towns on the same travel day For example from Picton to Marahau there may be pickups in Nelson so the Manifest will be split to show this You need to update each section of the manifest with the driver at the time they do their pickups if you do the first section location update it and mark off that section once completed then place it back on the wall for the next section to be done later e
61. s crucial for everyone in the team to know the benefits of good training Kjelin amp Kuusisto 2003 241 242 If an employee does not have enough information concerning the company and the work they are doing the quality and efficiency of the work will suffer People frequently claim that they do not have the information or enough of it and keep that as an excuse While often there is more information available than people can assimilate Juholin 2009 85 While writing an introduction manual the information should be organized into a rational order The spelling and punctuation should be checked properly mistakes show that there has not been enough time consumed for the product Repetition should be avoided to not to lengthen the document too much Long and difficult sentences and words make the audience lose their interest Before sharing the document it should properly be proof read Baker 2012 44 45 71 80 4 3 Monitoring the training and learning process Observing the training is a key part of a successful training process and also important for possible improvements Evaluation of the new employee and the training functionality are significant for any improvements Education and training in today s change society no longer fits into traditional life models The nature of social and working life today particularly in developed countries is one of constant change and with this instability comes a requirement to acquire new s
62. s for adventurous backpackers Tourism industry has high standards on professional customer service as people who are on a holiday tent to have extremely high expectations on their trips Therefore the service the customers are receiving will need to be professional in all fields to keep customers satisfied The case company using the booking system ResPax is called Stray Ltd and it is offering professional tourism services in New Zealand This thesis was prepared for the company as a support system for training of the booking software for new employees The case company Stray Ltd has teams of members behind the scenes making sure pro fessional service is given to customers One of the main teams is reservations team who Is responsible of bookings updating coach manifests including all passengers names and answering customer s and agents questions I his team uses the booking systems on daily basis and the main one ResPax is presented in this thesis The project objective was to create an introduction guide for ResPax booking system for the teaching process for the new employees as well as a backup for all members of staff The main goal was to have step by step guide with pictures of the system without having to use any fancy terms difficult to understand The guide included all parts of the booking procedure and all additional tasks that were being done with using ResPax while working for Stray Ltd reservations team The informatio
63. s section section 8 just like you are booking them on the bus Once you have SAVE EXIT this screen comes up 24 OD ddcomp AddLeg A Product Info Show Hide D Maximize NASN From Sector Pickup From a is Sali 13 in ZET NRT WILLYw 12 WILLY 4 Tour ValuePayment Collection F3 Detal Yalue Comment F5 Components FE Tour Optians Fy 2 You will then need to click the section you want example Greymouth onwards and right click with the mouse you will then see this box come up From Sector Pickup From H Picton Picton BLUEBRIDGE Fery STRA Edit Leg Add New Leg Refresh Copy Leg to Clipboard Paste Leg from Clipboard Set Confirmed Set Unconfirmed tment 7 Quote 7 Te Set Cancelled Detail Value Comment F5 Components 3 As they are a re traveller they get second priority on the bus This means that you can never confirm them until the bus leaves from that destination and there is room for them on the bus for them First time travellers ALWAYS go first So when you click SET UNCONFIRMED it will ask you Release Legs Release all sectors in subsequent legs O sectors Cancel You want to click SAVE and do not tick the box that it is asking you to Once doing this it will then make that travel leg or legs booked together BLUE for Unconfirmed Drivers will get 2 manifests for this bus to see that they have an uncon
64. seca ic aaa ache stig te 36 m isso s Maeue Ne 15 5 Development process of ResPax MANUAl ccccceecceeeceeeeeeeeeeeceeeeeueceeeteeeseeeseeeseeees 17 Sel MAPICIME MATION ktk naahisvoa vaasa mmak v ovat mrta aN oe vet m t o mata N oe Vata o msn aN oe Vatan omaat omata 17 g2 TESSU TNS man d erea Hshdais asimm e ksidasv estem et Hsidais esiem t mit n 17 6 Description of the User Manual coooosouusonno nona aa aa ana ana aan aan a naan aa ana naan 19 6 1 Evaluation of case company osooooeuseeusennua nuunuu naan aan nannaa ana anna annua ana a ana aanaaaan 20 6 2 OWIME VEIN ANON aioe msn tet keto m task alinen tast euma m n Ghai asi Gea eras aate 20 T DISCUSSION aasta tasasi a a tt dation elett m ttes 22 7 Leaming PIOCSSSsasem m t v it netv ve v t hetv ye v t nev ye v t netv teSltv t nev yenlvy 22 Ter E Ostaa en issa s hem ee nee TS 24 PCLT ONICE S satsaa jasmaataja sanat jaakepatajasaenataja kipatajasaenataja kepatajasaenatajaakepatajasaenatala kepatasasaanata kusee 25 APPONOICO S maemo in cadutuel O2 vinai Sr v rmi n vorai oniv rmi E 26 Attachment 1 Introduction manual for ResPax booking SYSteM cceeeeeeseeeeeeeees 27 1 Introduction Tourism industry offers different options and ways on working on the field One of them is work in fast paced tourism company in New Zealand which offers hop on hop off coach network service
65. th Click on the passenger name which will open a screen showing their personal details You can confirm things such as phone email or address with the passenger to ensure you have the correct person Pax Testing Person TS 02110101010 JI a emnailaddress email com Add New Address 16 On the driver upgrade form there will not be any of this information you can check in their previous booking for this if this is the case and you are un sure if you have the correct person To finish the booking make sure money is correct as you will have to discount the pass to make it the correct amount as the pass you book will be a lot more than the upgrade price neck O all her g9Retind Mer Vale RF Cro lew Pe Behind PFee Total E s 1 E SAKSA Katha ER e esr Oj TAE PAN PAE On Account MZD 595 00 70 595 00 ALLYN 2 Curency NZE New Zealand O Tow Yale Pamen Collection F3 Detail Value Value Comment F5 Components FE FE Tour Options F7 You will need to un tick the CALC COST SELL box this will allow you to ma nipulate the price Once this box is un ticked you can write in the Other box 300 and it will change the price to read 295 Cost Sell Uther Ag Refund Dsc Value Cm Cm OrEF Lo Levy Pe Refund Pree Total H 535 300 d U 295 00 10 29 50 0 00 L 0 00 H U U Colecon ky Payment Ty Amount Pay Amount associate wih ci I Cale Cost Sel
66. the language skills as the company has about 40 of overall staff from abroad and also the interviewer would see if the person has the personality for the job 3 2 Selection The next step at the recruiting process is selection of who is the most appropriate person for the job This part of recruitment takes place after all applicants have been interviewed The first idea is that the selection process is a two way process Often the perception is that the organization has all of the power in the process of selection However this is not strictly true even though it may seem that way when you are going through the process Selection is in fact a two way process because people have the option to pull out of the process or turn down for a job Nickson 2007 105 The second point is the selection criteria Selection does not have a place in vacuum there is also the context of whether the person will fit in with the job reguirements so the person job interaction is important There is also the question of whether the person will fit in with the organizational culture and the way things are done in particular organization Nickson 2007 105 10 4 Introduction to booking tools In order to get the training period to start in a productive way all steps of the training need to be well prepared Employee introduction guide for Respax typically contain information about the booking system which might raise guestions among the workforce Mentioned
67. ve finished the copy to multiple booking 14 1 1 5 Section 5 How to process a Driver Upgrade The following section shows how to book a pass which is an upgrade from an ex isting pass booking For Example from a Jill pass to a Short Max pass 1 Goto the Reservations TAB and Select New Booking JEJL K 7 New Booking 2 Because the person is already travelling and they wish to upgrade their existing pass it will usually always be a Driver Sale used in the Agent Code You should be able to push and then type their first name real Name and all the agents with those letters in there will come up arrow down to the correct one Err C Cande f Agent Choose column to search by selecting the options next to the text box Only applies if more than 2 columng in the list OSRORY DS Ror Wood Bagginz Makarora Tourist Centre Sort the list by clicking on the column heade First click will sort Ascending and second click will sort Descending Done Cancel 3 TAB across to the Reference field and enter the drivers nick name again aka Bagginz ici New Reservation Agent DSRORY DS Rory wood Bagaine Ref Bagginz OurR Lode Time 0 10 0 D 0 4 TAB across to the Tour CODE field Here you need to select the appropriate tour which the passenger wants to upgrade to This can be the whole tour example the Short Max Or you can add on a pass that will make up the

Introduction manual for booking system ResPax

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