The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However, one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SERVQUAL method is a suitable instrument for measuring service quality in the travel industry. This study is a thorough analysis and evaluation of what Apollo’s customers think about the service quality of Apollo as well as how they perceive that Apollo fulfils their travelling expectations. Moreover, the essay will examine which factors affect travellers’ experiences of the service quality on charter tours. The study has an objective outlook and the authors have applied a deductive approach. The authors have performed a quantitative study on 70 of Apollo’s customers. The aforementioned study was carried out using a questionnaire that was based on the SERVQUAL method and the theories that were used in the theoretical part of that study. The result show that the SERVQUAL method only considered the aspects that involve the travel agency and did not consider the other aspects that affect the traveller’s overall experience of the service quality. In conclusion this study determines that the SERVQUAL method is not a suitable instrument for measuring service quality on charter tours in the travel industry. / Researrangörer verkar på en marknad som kännetecknas av en ökad konkurrens, där ett flertal researrangörer erbjuder olika tjänster som tillfredställer samma behov. Något som särskiljer researrangörerna åt är kvaliteten, vilket medför att den blir ett viktigt konkurrensmedel. Då det finns flera erkända metoder för att mäta upplevd tjänstekvalitet är det viktigt att använda ett mätinstrument som tar hänsyn till att charterresor är en komplex uppsättning av deltjänster. Syftet med denna uppsats är att klargöra om SERVQUAL metoden är ett lämpligt mätinstrument inom reseindustrin genom att analysera och utvärdera vad kunderna anser om Apollos tjänstekvalitet samt om Apollo uppfyller kundernas förväntningar. Detta med hjälp av att undersöka vilka faktorer som påverkar resenärers upplevda tjänstekvalitet på charterresor. Uppsatsen utgår från ett objektivistiskt synsätt där författarna har tillämpat en deduktiv ansats. En kvantitativ enkätundersökning har utförts på 70 stycken av Apollos kunder där enkätundersökningen är baserad på SERVQUAL samt de teorier som behandlas i studiens teorikapitel. Resultatet visar att SERVQUAL metoden endast tar upp de aspekter som rör researrangören, och inte alla de aspekter som påverkar kundernas upplevda tjänstekvalitet. Med detta som utgångspunkt anser författarna att SERVQUAL metoden är bristande som mätinstrument när det gäller att mäta resenärers uppfattning av tjänstekvalitet på charterresor.

The application of Global Internet gives birth to a new trading method, electronic commerce (EC). Because EC possesses advantages such as rapid circulation, far-reaching, low cost, and anytime and anywhere etc., the development of EC replaces the information, contacts, and consultation processes in some traditional sales channels and even develops into direct mode of shopping. Tourism products belong to intangible experiential services with characteristics such as heterogeneity, intangibility, and perishability etc., which makes the travel industry an information intensive industry and is very suitable for the development of EC. Resource-based theory is used as a framework to study its application on the travel industry in this research. It is combined with field interviews and case analysis to study the tourism EC. The critical success factors for travel agencies to develop EC are summarized through the analysis and comprehensive comparison of two different types of travel agencies. It is found that the profitability of tourism EC is mainly dominated by cost leading strategy with the differentiation strategy as a supplement. However, the differentiation strategy can attract customers and lock them in; the most important among them is to enhance the added values. Enterprises will transform their organization structure and strategies according to their own characteristics and resources during the development of EC and the tourism industry belongs to information flow intensive industry in which the deployment of EC requires a set of suitable and complete business model to have a high possibility of success. The research results show that ¡§fully understanding customers¡¦ needs¡¨ is the necessary capability to develop EC successfully and customer and member base is the critical success factor. Also, ¡§value creation¡¨ can be achieved through the development of social networks and blog marketing; at the same time, the research also shows that travel agencies are gradually developing cross channel integration in the process of developing electronic commerce: whether it is virtual travel agency moving from virtual to brick and mortar or traditional agency moving from brick and mortar to virtual, they tend to move toward the integration of click-and-mortar. EC is not just simply establishing a web site: it also includes solving problems such as internal process transformation, computerization, networking, and communicating with external resources etc. It bounds to change certain part of work which employees perform currently and induces behavior changes in consumers. The critical point to the success of the tourism EC is how to coordinate so that employees will accept the new work model and consumers will accept new consumption method.

In recent years the Internet has greatly changed the travel industry and the emergence of social media has driven this change further. In the past travel companies have been natural links between customers and suppliers but today customers can buy travel directly from the supplier, making it difficult for travel companies to attract new customers and retain existing customers. As social media is revolutionizing the way people communicate, the trend suggests that it is becoming increasingly important for firms to take part in this technological development to interact with customers. Although Internet and social media has a major impact on firm-to-customer and customer-to-customer conversations, there is little guidance in academic literature and organizational contexts on how to use social media in an effective way. Therefore, the aim of this thesis is to describe and explain how social media has transformed the relationships between selected Swedish travel companies and their customers, and how these firms create and sustain value and relationships through social media. Furthermore, we will give implications for management on how to utilize social media to create and sustain value and relationships. The results of our research confirm that social media is transforming the relationships between firms and customers. From our findings we conclude that the customer has become more empowered, that interaction now occurs through a two-way communication and that social media has made industries and relationships more transparent. The results also indicate that firms do not realize the value that can be created through social media for the customer as well as for the firm. The use of social media among the interviewed firms varies with some firms using social media through many tools and some firms not using social media at all.   Our findings implicate that being aware of what value is created and why the firm is involved in a certain social media tool increases the likelihood of success. The firm should further not be afraid to experiment with social media. However, social media also presents challenges. As social media is characterized by rapidly changing trends, it is difficult to predict what will happen not only in a distant future, but even so just a few years ahead.

Denna uppsats behandlar den svenska resemarknaden och om olika reseföretags tillämpning av konkurrensstrategier kan skapa framgång och hjälpa dem att överleva på en mogen resemarknad. Arbetet bygger på en jämförelse mellan tre reseföretag som distribuerar resor, för att undersöka och analysera olika konkurrensstrategiers verkan på den svenska resemarknaden. Tre reseföretag med olika inriktningar på marknaden jämförs i uppsatsen, KILROY travels Sweden AB, Ticket Travel Group AB och MyTravel Sweden. Undersökningen bygger på en kvalitativ metod genom personliga intervjuer med respektive företag. I analysen görs en jämförelse av reseföretagen som konkurrenter till varandra. Det som har framkommit i intervjuerna jämförs med utvalda teorier i analysen. En kombination av konkurrensstrategier används för att utreda vilka köpare och leverantörer som finns och om det finns hot från potentiella etablerare och substitut. Företagens mål, strategier, föreställningar om branschen och möjligheter för utveckling utreds. Deras positioner på marknaden motiverar också valet av strategi och hur pass aggressiva de bör vara i sina marknadsföringssatsningar. Marknadsföringsmixen visar vad företagen behöver utveckla och förbättra. De tre undersökta reseföretagen har varit framgångsrika på så vis att de har funnits länge på den svenska marknaden, är väletablerade och har kända varumärken. Företagen använder huvudsakligen tre distributionskanaler för att vara tillgängliga för kunderna, genom butiker, Internet och telefon. Konkurrensstrategier har en verkan på den svenska resemarknaden då konkurrenssituationen skapar ett behov av analys och planering, så att företagen kan bedöma konkurrenterna på ett riktigt sätt. En analys av konkurrensen görs lättast genom att använda de verktyg som redovisats i denna uppsats. De svenska reseföretagen kan skapa framgång och överleva genom en tillämpning av konkurrensstrategierna. Företagen måste då utföra kontinuerliga analyser av resebranschen och konkurrenterna. / This paper discusses the Swedish travel market and if the application of competitive strategies can create success and help companies in the travel industry to survive on a mature travel market. It is based on a comparison between three companies in the travel industry, to survey and analyze the impact of different competitive strategies on the Swedish travel market. Three companies with different business profiles are compared. They are KILROY travels Sweden AB, Ticket Travel Group AB and MyTravel Sweden. The survey is based on a qualitative method through personal interviews with each company. A comparison is made between the companies as competitors to each other in the analysis section. The results of the interviews are also compared to the chosen theories. A combination of competitive strategies is used to investigate who the buyers and suppliers are, and if there are any threats from potential new establishers and substitutes. The companies’ goals, strategies, conceptions of the industry and development opportunities are also investigated. Their market positions motivate their choice of strategies and how aggressive they should be in their marketing investments. The marketing mix demonstrates what the companies need to develop and improve. The three companies have all been successful, as they have existed for a long time on the Swedish market, are well established and have well known trademarks. They mainly employ three distribution channels to be accessible to customers, namely through stores, Internet and phones. Competitive strategies do have an impact on the Swedish travel market, as the competitive situation creates a need for analysis and planning, allowing the companies to assess the competitors correctly. An analysis of the competition is easily made with the tools presented in this paper. The companies in the Swedish travel industry can create success and survive through application of these competitive strategies. The companies must implement continuous analysis of the travel industry and their competitors.

Nowadays, when the world feels smaller as a result of the increasing flow of information, the competition of tourism between countries is getting bigger. This has caused that the marketing of the country has become vital. It is important for the country to send out the right signals so that the tourists have the right image of a destination. Once the image has been created, it might be hard to change it. Scandinavian Travel Agent AB is a company arranging different trips around Scandinavia. They work as incoming agent for foreign tour operators, which they help with different types of travel arrangements in Sweden, Norway, Denmark and Finland. Now they want to expand their business to other countries, and at the same time they want to identify how Sweden is seen as a tourist destination. We helped them with this by investigating travel agencies and tour operators in the Netherlands. Our purpose with this thesis was to find out what kind of picture the Dutch travel agencies and tour operators have about Sweden. Furthermore, we wanted to know how the Dutch market looks like considering the trips to Sweden. To be able to analyze the phenomena of image we have taken closer look at the decision- making process, which was originally created by Mathieson and Wall (1984). It contains four areas (tourist profile, travel awareness, destination resources & characteristics and trip features) that have effect on the decision making process. Since we thought that image also has a big influence on the tourists’ decision, we chose to investigate that subject as well. With the help of our theories we created two different questionnaires, one to Dutch travel agencies/ tour operators having Sweden as a travel destination, and one to Dutch travel agencies/tour operators not currently offering trips to Sweden. After receiving the answers we interpreted them together with our theories and we found out that the respondents have a correct image of the reality. Sweden’s nature with the forests, water and snow were some of the most common parts of their image. Stockholm was also a prominent feature together with beautiful and clean nature. Sweden was also seen as a modern and safe country with high quality. Some respondent also mentioned space, but it was not as common answer as we expected. Regarding the image, we found out that an image handles both a person’s affective and cognitive images, which arises from many different sources and influences. After doing this research our believes, about the image as a part of the decision making process, were strengthened. Therefore we saw the need to change the already existing model. Our suggestions to the Scandinavian Travel Agent AB, is to first contact the travel agencies/tour operators who are currently offering Sweden, since they seem to be most interested in expanding to Sweden. Among the other travel agencies/tour operators an interest has to be aroused. This can depend on the fact that companies with Sweden can see the demand and the opportunities better than the companies who do not have Sweden.

Temos aktualumas: konfliktų kilimo priežasčių aiškinimas yra aktualus kelionių agentūrų personalui, nes puikūs santykiai užtikrina efektyvius rezultatus. Kadangi konfliktų, kurie pastoviai lydi kasdieninėje veikloje išvengti neįmanoma, todėl juos būtina analizuoti ir spręsti. Magistrinio darbo tyrimo rezultatai buvo pristatyti 8-ojoje jaunųjų mokslininkų darbų konferencijoje „Ekonomikos ir vadybos aktualijos“, vadybos sekcijoje įvykusioje 2008 m.balandžio 24d. Šiaulių universitete, Socialinių mokslų fakultete. Darbo objektas: personalo konfliktai ir jų sprendimo būdai. Mokslinė problema: personalo konfliktų sprendimas. Darbo tikslas: išanalizuoti kelionių agentūrų personalo konfliktus bei j�� sprendimo būdus. Darbo uždaviniai: 1. Išnagrinėti personalo vietą organizacijoje. 2. Išanalizuoti konfliktų sąvokos, požymių bei atsiradimo priežasčių teorinius aspektus. 3. Atskleisti personalo konfliktus kelionių agentūrose. 4. Nustatyti konfliktų sprendimo būdus. Tyrimo metodai: 1.Mokslinės literatūros analizė. 2.Anketinė apklausa 3.Matematinė statistika. Išvados: atlikus tyrimą, paaiškėjo, kad tiriamose kelionių agentūrose vyrauja tarpasmeniniai konfliktai, kylantys tarpusavyje tarp darbuotojų, toliau seka kelių asmenų ir likusios grupės konfliktų tipas. Konfliktas dažniausiai kyla dėl nesusipratimų, taip pat ne mažiau svarbi konflikto kilimo priežastis kelionių agentūrose - netolygus darbo pasiskirstymas, nuomonių nesutapimas. Juos nagrinėja ir sprendžia... [toliau žr. visą tekstą] / Actuality of issue: Explanation of conflict reasons is relevant for personnel of travel agencies, as excellent relationships ensure effective results. As it‘s impossible to elude the conflicts that arise constantly in everyday activity, they need to be analyzed and solved. The results of Master’s work were presented in the Management section of the 8th Conference of Young Scientists’ works “Topicality of Economics and Management”, held on 24th of April, 2008, in the Department of Social Sciences in Siauliai University. Object of work: personnel conflicts and their solutions. Scientific problem: solutions of personnel conflicts. Goal of work: analysis of the personnel conflicts and their solutions. Tasks of work: 1.Analyze personnel situation in the organization. 2.Analyze theoretical aspects of conflict concept, features and appearance reasons. 3.Analyze personnel conflicts in travel agencies. 4. Determine solutions of conflicts. Methods of research: 1.Analysis of scientific literature. 2.Questionnaire survey. 3.Mathematical statistics. Conclusions: The performed research revealed that intrapersonal conflicts prevailed among employees in the travel agencies; other types of conflicts were conflicts among several individuals and the remaining part of the group. Conflicts mostly arise because of misunderstandings; besides, other very important reasons of the conflicts in the travel agencies are uneven job distribution, and opinion discrepancies. They are analyzed and... [to full text]

Darbo tema: Kauno kelionių agentūrų darbuotojų motyvavimas ir motyvavimo priemonių taikymas. Darbo objektas: darbuotojų motyvavimas ir motyvavimo priemonių taikymas. Tyrimo problema: esamomis konkurencijos sąlygomis, kelionių agentūros siekia būti pranašesnės savo teikiamomis paslaugomis, išskirtinumu bei kvalifikuotais darbuotojais. Šiandieninė situacija rodo, kad organizacijos siekdamos geresnių rezultatų iš darbuotojų reikalauja atlikti darbą kokybiškai, profesionaliai. Taigi, reikalavimų pavaldiniams yra labai daug, bet problema yra ta, ar jie motyvuojami siekti tiek geresnių rezultatų, tiek įmonės tikslų. Organizacijos nori būti geriausios, bet nenori investuoti į darbuotojus, jų motyvuoti. Darbo tikslas: atskleisti Kauno kelionių agentūrų darbuotojų motyvavimą ir motyvavimo priemonių taikymą. Darbo uždaviniai: o Išanalizuoti motyvavimo ir motyvacijos sampratą bei esmę. o Atskleisti egzistuojančias motyvacijos teorijas. o Pateikti motyvavimo modelius taikomus Lietuvos organizacijose ir pasaulinėje praktikoje. o Išanalizuoti mokslininkų siūlomą motyvavimo sistemą ir priemones. o Ištirti Kauno kelionių agentūrų darbuotojų motyvavimą ir motyvavimo priemonių taikymą. Svarbiausios išvados: 1. Atlikus Kauno kelionių agentūrų darbuotojų motyvavimo ir motyvavimo priemonių taikymo tyrimą ir kelionių agentūras suskirsčius į dvi grupes, pagal dirbančiųjų skaičių, galime teigti, kad: ü I-oje tiriamųjų grupėje (kelionių agentūros, kuriose dirba iki dviejų darbuotojų imtinai)... [toliau žr. visą tekstą] / The topic of the work: motivation of Kaunas travel agencies’ employees and application of motivative means. The object of the work: employees motivation and application of motivative means. The problem of the research: nowadays competition makes organizations seek excellence in services they provide, be exceptional and have qualified employees. Employees are only urged to seek results and they are also required to do their job qualitatively and professionally. Thus, there are a lot of requirements for subordinates, but the question is if they are being motivated to seek the higher results. Organizations want to be the best, but they do not want to invest in their employees or motivate them. The aim of the work: to reveal motivation of Kaunas travel agencies’ employees and application of motivative means. The tasks of the work: o To analyze the conception and nature of motivation and motivating. o To reveal the existing motivation theories. o To provide motivation models applied in Lithuanian organizations and in worldwide practice. o To analyze a motivation system and motivative means proposed by different scientists. o To research motivation of Kaunas travel agencies’ employees and application of motivative means. Main conclusions: 1. After separating the travel agencies into two groups according to the number of employees, a research on motivation of Kaunas travel agencies’ employees and application of motivative means was conducted. Therefore, we can state that: ü The... [to full text]

Darbo pavadinimas: Turizmo įmonės strategijos formavimas bei plėtra (“X” įmonės pavyzdžiu). Darbo objektas: Turizmo įmonių veiklos bei plėtros strategijos. Tyrimo problema: Strateginis planavimas lemia sėkmingą visų ekonomikos pramonės šakų vystymąsi, tame tarpe ir turizmo. Turizmo industrija globaliu požiūriu - viena iš sparčiausiai besivystančių ir labiausiai kintančių ekonomikos šakų. Valstybės lygmenyje, Lietuva, kaip naujas turistinis regionas dar neturi suformavusi savito turistinio įvaizdžio. Įmonių lygmenyje, per mažas dėmesys strateginiam planavimui, rinkodaros gebėjimų trūkumas bei nepakankamas darbuotojų aptarnavimo profesionalumas nurodomas kaip pagrindinės kliūtys sėkmingai tolimesnei turizmo įmonių veiklai. Turizmo įmonės, formuojant bei planuojant savo tolimesnę veiklos strategiją, privalo atsižvelgti į prognozes bei pokyčius globaliu mastu. Tyrimo tikslai: · Nustatyti strateginius modelius, taikomus užsienio turizmo įmonėse. · Parinkti tokį strateginį modelį, kuris galėtų būti pritaikytas Lietuvos turizmo įmonėje, prognozuojant jos tolimesnę sėkmingą veiklą bei plėtrą. Tyrimo uždaviniai: · Apžvelgti strategijų koncepcijas ir tuo pagrindu tirti jų taikymą turizmo įmonėse. · Atskleisti strategijų taikymo svarbą turizmo įmonėse. · Nustatyti užsienio turizmo įmonių naudojamas strategijas. · Išanalizuoti konkrečios turizmo įmonės Lietuvoje esamas veiklos bei plėtros strategijas. · Atsižvelgus į esamą situaciją Lietuvos turizmo rinkoje pasiūlyti pasirinktą... [toliau žr. visą tekstą] / Title: Tourism Company’s strategic model forming and development (based on Lithuanian “X” tourism company). Object: Activity and development strategies in tourism companies. Research problem: Strategic planning is the most usual course of successful development of all kinds of economic industries and tourism industry is not an exception. Tourism Industry from a global market view is one of the most rapidly developing and the most variable economic branch. From a state level view, Lithuania is a new object in a global tourism market but it still has no tourism identity. In company level, not enough attention for strategic planning, lack of marketing abilities and low service level are the main reasons for failure in tourism business. Whilst forming and planning their distant development strategies, tourism companies must pay attention to prognosis and changes on a global market. Research purposes: · To establish strategic models in a foreign tourism companies. · To choose a strategic model for Lithuanian Tourism Company, which could be used in practice. Research tasks: · To examine basic strategy conceptions and based on them, to research their practical aiming at tourism companies. · To discover the importance of aiming the strategies. · To establish strategies, that are used in practice in foreign companies. · Based on a present situation on Lithuanian tourism market, to choose strategic model for appropriate tourism company. Research questions: · How strategies influence... [to full text]

Aktualumas. Marketingo komplekso naudojimas yra svarbus kiekvienai verslo įmonei. Efektyvios marketingo priemonės stiprina konkurencingumą ir daro didelį poveikį vartotojams. Marketingo komplekso elementų analizei buvo pasirinka smulki organizacija, dirbanti jau dešimtį metų statybų sektoriuje, bet susiklosčius nepalankiai ekonominei situacijai, prieš pusantrų metų pradėjusi turizmo agentūros veiklą. UAB „DAITAKA“ - jau ilgą laiką dirbanti įmonė, turi susikūrusi ir naudoja tam tikrus marketingo komplekso elementus, kuriuos pritaikė ir kelionių agentūros vaiklai. Darbe pateikiami marketingo komplekso teoriniai aspektai ir UAB ,,DAITAKA“ paslaugų marketingo komplekso elementų naudojimas, vertinimas, pritaikymas naujai veiklai, vystymo, tobulinimo galimybės ir rekomendacijos. Reikšmingumas. Paslaugų marketingo komplekso analizei pasirinkus smulią organizaciją, siekiama padėti smulkių įmonių vadovams bei būsimiems rinkodaros specialistams, suprasti marketingo komplekso elementų reikšmingumą įmonės įkūrimo, vystymo, tobulinimo bei rinkos pokyčių laikotarpiais. Siekiama pabrėžti efektyviausius įmonei paslaugų marketingo komplekso elementus, esant ribotiems ištekliams. Darbo objektas – UAB „DAITAKA“ paslaugų marketingo komplekso elementai. Darbo tikslas – įvertinti UAB ,,DAITAKA“ paslaugų marketingo kompleksą siekiant jį tobulinti. Darbo uždaviniai:  Išanalizuoti paslaugų marketingo komplekso elementų teorinius aspektus;  Išanalizuoti bei įvertinti UAB ,,DAITAKA“ panaudojamus... [toliau žr. visą tekstą] / Relevance. Using the marketing mix is important for every business enterprise. Effective marketing tools enhances competitiveness and makes a great impact on consumers. For marketing mix analysis were selected small organization, which is working in construction for ten years and just one and half year ago started activity as a travel agency. UAB “DAITAKA” - have been operating company for a long time, has used some elements of marketing mix and adapted for tourism agency activities. The work deals with theoretical aspects of the marketing mix as well as the analyzes, evaluation, adaptation for tourism activities, opportunities for improvement and recommendations, of UAB „DAITAKA“ service marketing mix. For analyzing marketing mix was chousen small travel agency, in order to help small companies or students to understand the future of marketing mix elements of the significance of the company's establishment, development, improvement and market change. The aim is to highlight the most effective enterprise services marketing mix elements, with limited resources. The aim of this work is to evaluate UAB „DAITAKA“ service marketing mix and suggest perspectives for its development. The tasks:  To analyze the elements of service marketing mix theoretically;  To analyze and evaluate UAB „DAITAKA“ elements of the service marketing mix;  To propose ways for its development. The methods:  Analysis of source literature;  Questionnaire;  Analysis of the survey results and... [to full text]

Darbo objektas – išvykstamojo turizmo UAB „Baltijos kelionių agentūra“ darbuotojų kompetencijos. Darbo tikslas – įvertinti išvykstamojo turizmo UAB „Baltijos kelionių agentūra“ darbuotojų kompetencijas. Darbo uždaviniai: 1. Išanalizuoti mokslinę literatūrą išvykstamojo turizmo darbuotojų kompetencijų tematika. 2. Išsiaiškinti UAB „Baltijos kelionių agentūra“ darbuotojų nuomonę apie reikiamas kompetencijas. 3. Nustatyti UAB „Baltijos kelionių agentūra“ darbuotojų kompetencijas vadovo požiūriu. 4. Atlikti darbuotojų ir vadovo kompetencijų vertinimo lyginamąją analizę. Pirmoje darbo dalyje išanalizuota išvykstamojo turizmo darbuotojų kompetencijos teoriniai aspektai. Antroje darbo dalyje atliktas tyrimas bei vadovo interviu parodė, kad UAB „Baltijos kelionių agentūra“ vadovui svarbiausios darbuotojų kompetencijos – produkto žinojimas bei užsienio kalbos mokėjimas, tuo tarpu įmonės darbuotojų socialinio intelekto kompetencijų svarbumas yra silpniau vertinamas negu profesinių kompetencijų. / The object - outbound tourism JSC "Baltic travel agency" employee competence. The aim - to assess the outbound tourism JSC "Baltic travel agency" staff competencies. The goals: 1. Analyze scientific literature outbound tourism employees' competencies topics. 2. Analyze JSC "Baltic travel agency" staff views on required competencies. 3. Set JSC "Baltic travel agency" staff competencies in terms of head. 4. Perform employee and manager competency assessment benchmarking. The first part analyzes outbound tourism staff competence theoretical aspects. In the second part of a study and the Head of the interview showed that JSC "Baltic travel agency" manager of employee competencies - product knowledge and foreign language, while the employees of social intelligence competencies significance is less valued than professional competence.