Improvement plan to optimize the operational processes of the emergency services area at the destination of a digital travel agency

Abstract

The contemporary tourism industry is made up of large agencies that are constantly expanding into new territories and growing exponentially with the impetus of new technologies. To achieve successful immersion and development in the market, a digital travel agency must be very agile in detecting problems that require immediate attention, as well as adapting to new trends. In the diagnosis applied to the digital travel agency, the area of tourism emergencies belonging to the tour operations department (AET TTOO) was identified as a priority area for attention. The problem identified has its roots in daily operational difficulties that prevent employees from performing well, leading to setbacks that prevent operational fluidity and causing four secondary problems: 1. Software failures; directly related to technology and computer systems, these hinder daily operational processes. 2. High levels of demand; intrinsically related to the traditional business model focused on meeting the needs of large tourist crowds, which consequently generate bottlenecks. 3. Poor quality control; closely related to the low-cost business model, i.e., the constant search for the cheapest prices on the market, which in turn implies sacrificing quality and, as a result, customer dissatisfaction. 4.    Inefficient crisis management; highly related to the organizational structure, as middle and senior managers should provide the structural and material facilities to prepare the team for crisis situations. This inefficient management generates economic losses. Based on the above, an improvement plan is proposed to optimize the operational processes of the emergency department at the destination of a digital travel agency.