India’s Carnation Travel Services may be a leading outbound tour operator, but it needs a more polished look in order to wow clients right from the start
Presence The office is located in the upscale residential area of Hauz Khas in south Delhi. However, you’d need to call for directions to get there. The office is in a spacious basement, but signage is missing. One has to walk down a set of stairs to reach the main sales and reservation desk. The sales desk had eight sales agents, all women, primarily catering to those interested in tours – both FIT and group – to Thailand, Malaysia, Singapore and Dubai.
Appearance Well-decorated with a nice ambience. Lining the walls were posters depicting tourist attractions in the destinations being sold. A generous number of leaflets and brochures were also available. There are separate rooms for specialists in MICE and leisure destinations such as South Africa, Mauritius, Europe, Turkey and others.
Ease I was given immediate and dedicated attention, although I arrived during lunch hour. The sales staff had good product knowledge and were able to discuss itinerary options and price variables immediately – obviously well-trained and groomed. The company’s advertisements in leading dailies give complete descriptions of packages including departure schedules, so discussing options was easy because of a reference point. However, there was not much privacy, as guests were seated beside each other facing a row of sales agents.
Suggestions A sign displaying the company name should be displayed prominently at the entrance. Managers should also be more proactive when they see a client with special needs or off-the-track queries. The company’s reputation as an efficient and trustworthy tour operator is downplayed by its low profile. It will be good to see it opening more branch offices.