ABE International College of Business and AccountancyMercedes Bldg., Junction, Cainta

S.Y. 09 – 10, 2nd Sem

East-Way Travel and ToursAntipolo, Rizal

Brenna B. BustamanteAyala

09001293800

Professor Emilio AngalaMarch 03, 2010

Table of Contents

I. Introduction

i. East-Way Travel and Toursii. Company Mission and Visioniii. Services in East-Wayiv. Hiring Process

II. Daily ActivitiesIII. Day 1 – 19IV. Problems EncounteredV. Suggestion and RecommendationVI. EvaluationVII. Time Card

VIII. Certification of On-the-Job TrainingIX. East Way Travel & Tours Calling CardX. Leaflets and PamphletsXI. Pictures

I. Introduction

East-Way Travel and Tours (Vacation Planner Travel & Tours)

East-Way Travel and Tours, now known as Vacation Planner Travel & Tours is

a travel agency located in #4 Dela Paz St., Antipolo City. Operating and

providing services for almost 5 years, Ms. Maileen M. Ginoy, the owner and

General Manager of the travel agency has managed to put up a good profile

to clients and example to other travel agencies – enough to be a travel

agency consultant.

Ms. Maileen Ginoy provides training and consultancy to other travel agencies

in the hope of helping them learn the travel agency operations.

Surviving through many hardships like her pregnancy and thieves breaking

into the office, East Way still stands to serve their clients better.

East Way Travel and Tours has now changed their name to Vacation Planner

Travel and Tours but still retains the same contact information.

Email: eastwaytravel@yahoo.comContact #: 0927-8851-706, 0922-2671-871, 630-2318

Company Mission and Vision

The Company’s Vision as a Travel Service Provider is to really focus on the clients

and their needs.

The Company’s Mission is its strong commitment to render, reliable, effective and

efficient service to traveler’s highest satisfaction.

Passporting and Documentations, Visa Assistance, International and Domestic

Reservations, Company and Educational Tours and Lakbay Aral for LGU’s are the

services; EAST-WAY Travel & Tours is committed with high quality and

excellence. Maintaining integrity, promoting a creative and innovative approach

to opportunities and ensuring client’s benefits are the paramount pre-requisite to

the company’s ultimate success.

Services in East-Way

International and Local Tickets

- Tickets from all Local Airlines

International and Local Tour Packages

- All Hotels, Resorts and Places

Educational Tour or Field Trip

Lakbay Aral

Company Trips

NSO/Passport – New and Renewal

DFA, Malacanang, UAE Authentication

Bus, Coaster, Van and Car Rental

Travel Insurance

VISA Assistance – Tourist

Tour Consultancy

- How to put up your own Travel Agency

- Step by Step Advice

Reception Venue

- For special events and occasions

Hiring Process

The hiring process was pretty quick. Ms. Maileen Ginoy was contacted through an

SMS message and an email. Her reply was quick, requiring the referral from the

school and a resume. Our resumes were sent through email as well as a personal

interview (in December). After a short interview, Ms. Maileen Ginoy told us we could

start by January.

II. Daily Activities

My schedule in East-Way is 4 times a week (Mondays, Wednesdays, Fridays

and Saturdays), amounting to 26 hours every week.

Day 1

First OJT began in January 6, 2010. Ms. Maileen Ginoy had some errands to

do that day, so she asked my co-OJT to teach me the usual procedures in

the office.

Day 2

Friday of January 8, 2010, I had my first whole day shift. At the same day, I

had to learn to be on my own for the first time, without Ms. Maileen or my

co-OJT with me. I had to handle a call about someone asking for a tour guide

to Bohol. She also asked me to run her errands at the bank for the day.

Day 3

On the Saturday, it was an ordinary day at the office. Someone came into

the office and inquired about passports.

Day 4

On my first Monday, January 11, 2010, I had another whole day shift. I also

had to handle the morning shift all by myself again because Ms. Maileen had

some errands to do.

Day 5

By Day 5, I got hold of the office procedures already. I learned how to look

up ticket prices and add charges, I was given a list of passport requirements

and whom to call if someone comes in to book a ticket.

Day 6

On my 2nd Friday, it was a pretty slow day. No one came into the office, but

we were able to look at the leaflets in the office. I was also asked to fax

some important papers to some factories(Lucky Me, Gardenia and Chips

Delight) for a school trip.

Day 7

On January 16, 2010, we questioned Ms. Maileen Ginoy about the

procedures in making a proposal for educational trips in hope of being able

to make one for the school. Interested, Ms. Maileen Ginoy gave us tips and

asked us which place we wanted to go. We chose Boracay, and she told us

she’d help us make a proposal.

Day 8

On Day 8, 2010, since we weren’t able to fax all papers on Friday, we had to

go fax the remaining important papers. We were able to get all papers

through except for Lucky Me because of its busy lines. At times like these,

Ms. Maileen said she had to look for a new factory for the trip. After faxing, I

had to call the factories to confirm if they received the faxed information.

Lucky Me was again busy.

Day 9

On Day 9, my co-OJT and I were able to ask Ms. Maileen more about the

operations in the travel agency and how she was able to start, her capital

needed (less than Php. 20,000) and all the contacts required to put up a

travel agency.

Day 10

On January 22, 2010 was also a slow day. Coming in earlier than my co-OJT,

I was left alone when Ms. Maileen went out for lunch. Because of family

commitments, I had to leave early.

Day 11

January 27, I returned to the office after calling in sick on Monday. Still weak

from my asthma, it was a good thing that the office work that day was slow.

Ms. Maileen had some errands to do, so she left us working on our proposal

and checking out other educational trips and to close the office after.

Day 12

January 29, 2010 was Ms. Maileen’s field trip with the Royal Crown Pre-

schoolers in Antipolo. She wasn’t around the whole day so my co-OJT and I

were left to operate the office the whole day. It was a good thing that only a

few came in to the office to ask for passport advice.

Day 13

My 13th day at OJT was a slow day. The office didn’t have much walk-in

customers but there were many calls because Ms. Mai was arranging an

educational tour for another school.

Day 14

Day 14th, Ms. Mai told me about her experiences in PUP when she was still in

college. She told me about her OJT, what she learned and how hard she had

to work to get to where she is today. She also made me study standard

Tourism acronyms especially for the airlines.

Day 15

Day 15th, I had to deal with a customer who wanted his passport renewed.

He called first and then dropped by later to drop off the requirements.

Day 16

On my 16th day, Ms. Mai’s son was in the office so we chatted a bit and I had

to take out Lance (Ms. Mai’s son) for some snacks because Ms. Mai had a

customer. When I returned, Ms. Mai and Lance left to have lunch. She

returned around 3pm and then left again for me to close the office. I had a

problem with closing the office though, the main door for it had to be pulled

from above and I was too short to reach it. I tried jumping but I only

scratched myself. I had to ask someone else to pull down the lever so I could

close the office.

Day 17

On my 17th day, since I didn’t have class, I headed off early to the office to

get on with finishing my hours. I only had less than 20 hours left. When I got

to the office, Ms. Mai left me to do some errands. Business was slow as only

a few people called to inquire about travel packages. I had to look at her

files for her travel packages and in the end had to get their contact numbers

so I could call them back instead.

Day 18

Arriving at 2.30pm, Ms. Mai and I were able to talk about how she began her

business and how it has changed her life. For Ms. Mai, the traveling agency

business is a really enjoyable venture as she not only gets to travel but help

other people as well.

Day 19

On my final day at East Way Travel & Tours, it was quite a sad day as I only

had about 3 hours left of my OJT to finish off. The day started off as slow as

we had some questions for Ms. Mai to answer and picture taking and then

we’d be off. But during the day, Ms. Mai had a lot of customers so we had to

wait awhile before we had our little farewell party. We also bought Ms. Mai

some food and drinks as our final thank you and she signed our time cards

as well. Before we left, we took some pictures and we had an interview with

her.

Problems Encountered

1. Office Door

The office door gets a little stuck at times so I had to clean it out every

once in a while and put gas on it so it would slide properly.

2. Limited Space Around the Office

Because the office is small, my co-OJT, Ms. Maileen and I have a hard

time moving around freely. It also gets stuffy and hot in the

afternoons.

3. Passport questions that were beyond our knowledge

There were certain times that a client would enter the office and I

would be alone. They’d ask certain questions that I hadn’t been able to

ask Ms. Maileen about yet so I couldn’t answer the client’s question

and told her that Ms. Maileen would contact her when she returns.

4. Birth Certificate name change

A client came into the office once to ask if an error in her mother’s

maiden name needed to be changed or if it will affect her VISA. Due to

a misunderstanding with her descriptions, we weren’t sure what to

advice her. It was a good thing Ms. Maileen came in at the right time.

5. Operating the office alone

Especially at times when Ms. Maileen has errands, it’s a bit nerve-

racking to operate and handle calls when she’s not around.

III. Suggestions and Recommendations

Suggestions

1. Bigger Office Space

A bigger office space would help because it would enable more

breathing space and more clients to come in.

Ms. Maileen’s business is blooming so I’d suggest she get a new

office to match her success.

2. Fax Machine

Although Ms. Maileen has a fax machine, it’s not working. A fax

machine is required to be able to fax important files to important

clients without having to go out.

Recommendations

East-Way Travel and Tours is a highly commendable travel agency with a

high profile in Antipolo. I recommend that she continue providing services to

her clients in a friendly manner. For start-up travel agencies I highly

recommend consulting with Ms. Maileen because she’s one of the most

professional, most knowledgeable travel agency owners there is. Ms. Maileen

is also straightforward in giving prices and doesn’t fool customers. Her prices

are also fair and she works with a positive attitude.

Aside from her reputable and admirable work ethics, the travel agency

should allow a better location and more equipment. With all her incoming

customers at times, I recommend she allow better location opportunities and

development not just for her business but for the location of her travel

agency. In time, I also recommend she get a new assistant who would be

able to help her in arranging all her files in proper organization.