There are around 2000 travel agencies here in Kathmandu Valley alone i. e. we can find around 40-41 travel agencies in 1 km2. This data helps us know, how competitive the market is.
The only things that can maintain a Travel Agency in their business are their customers and their loyalty to the company. If a travel agency continues to provide quality service to its employees, only then it can survive in this competitive market. ISO 9001:2015 is all about customer satisfaction and continual improvement which is the most essential thing for Travel or any business of this era.
As a person with a background in Travel and Tours, I never even thought of the impact of ISO in the Travel business. But, when I got to understand it deeply, I happened to figure out how important it really is. When I first entered Kantipur Holidays, they had many problems but no solution. As it was my very first project as a management trainee in NRS, I was nervous as well as excited. We started with figuring out the issues from their employee's end. I was assigned the task of documenting and implementing those documents. I could sense the organization slowly improving and working on a system as the implementation phase was going on. After knowing the issues, we started creating objectives to solve their existing issues, making processes to achieve them, and making documents so that the process run smoothly. The major issue with Kantipur Holidays was their HR management. After we suggested it to them, they were very happy and keen to solve this problem our way. There has been an enormous change in this factor and the client is very happy about how it turned out to be. Slowly, we started focusing on other issues and helped them solve them with the help of objectives, processes, and documents. I must say that the staffs and the management there were really flexible and adaptive to change. It was a great first experience.