Consumer & Hospitality · Marketplace Package

Tour Operator & Travel Agency

Run Your Travel Business on SmartLite, From Enquiry to Feedback

Website enquiries that sit unanswered, quotes built in spreadsheets, supplier confirmations chased on WhatsApp and payments nobody can reconcile. Install the Travel & Hospitality package from the Marketplace and run enquiries, itineraries, supplier checks, quotations, bookings, payments and trip operations in one place.

⏱ ~2 min to install~45 min first-time setup

About & Business Case #

The everyday problem #

Operations Manager, Tour Operator

"A family asks for Kashmir in May. The consultant phones three hotels, waits for WhatsApp replies, builds a quote in Excel and sends it. By the time they say yes, the houseboat price has changed, nobody rechecked it, and we find out at check-in. Then finance can't tell which payments belong to which trip."

Each of those moments depends on someone remembering: to call the enquiry today, to chase the supplier who hasn't replied, to recheck a price before booking, to confirm every hotel, to send the driver's number the day before. The package keeps each step as a record with a status, and turns the reminders into tasks for the right person on the right day.

What good looks like

Every enquiry is called the same day. Supplier answers are recorded with how long the price holds, and expire on their own. Nothing is booked until prices are rechecked. Customer approval, payments and supplier confirmations are tracked separately, so "approved" never gets mistaken for "booked".

What the package installs #

The package uses the CRM's built-in records wherever a travel concept already fits, so you also get everything those records already do: web forms, lead conversion, price books, the quote PDF, cases with SLAs, reports. Only travel-specific things are new.

In your business	In SmartLite	Kind
Website, phone or WhatsApp enquiry	Lead	Built-in, travel fields added
Customer	Contact	Built-in, travel fields added
Household, corporate client, travel agent, supplier	Account	Built-in, travel fields added
Supplier service and rate: hotel room, cab, flight, activity, guide, visa, insurance	Product (price book = selling price)	Built-in, travel fields added
Trip	Opportunity	Built-in, travel fields added
Quotation and its versions	Quote and Quote Line Items	Built-in, travel fields added
Booking, and each supplier reservation in it	Order and Order Items	Built-in, travel fields added
Incident, complaint, change or refund request	Case	Built-in, travel fields added
Destinations, attractions, travellers, day-wise itinerary, supplier availability checks, payments and refunds, drivers and guides	Destination, Attraction, Traveller, Itinerary Day, Availability Check, Trip Payment, Trip Assignment	New (package)

It also installs a Travel & Hospitality app, two profiles (Travel Consultant and Travel Operations), two permission sets (Travel Manager and Travel Finance), travel page layouts for those profiles, 21 automation rules and 12 validation rules.

Nobody else is affected

Travel fields only appear on the layouts assigned to the two travel profiles, and the automation only acts on travel records (for example, an opportunity with a Travel Start Date). Users on other profiles see exactly what they saw before.

Internal cost stays internal

Supplier net rates, net cost and margin are separate fields. The quote PDF prints only the selling prices and totals, never those fields.

Business outcome #

Every new enquiry gives its owner a call task the moment it arrives, and follow-ups come back on the date you set
Unanswered supplier requests are chased after 4 hours, and supplier prices expire on their Valid Until time
A booking can't be sent to suppliers or confirmed until prices were rechecked after the customer's approval
Each supplier reservation carries its own status and confirmation number, so a partly confirmed booking is visible
Payments and refunds are tracked against the trip and booking, reminded before they fall due and marked Overdue after; refunds need approval
Trips move to Ready to Travel, In Progress and Completed on their dates, with pre-departure and feedback tasks

Implementation #

Install and set up #

An administrator does these seven steps once. Do them in order.

Plan needed

The package adds 7 new record types. The Trial plan allows 5, so install it on the Starter plan or above. On Trial you'll see a "Limit reached" message and nothing is installed. It also uses one of your plan's package slots (2 by default): if you already have two packages installed, uninstall one you no longer use from the Marketplace first, or contact SmartLite support.

1 Install the package #

Open the MarketplaceSetup → Deployment → Marketplace tab.

Install "Travel & Hospitality Management"Find the card (industry: Travel & Hospitality) and click Install. It installs in the background, so you can keep working: the card shows Installing in the background…, and when it's done you get a notification and an email listing what it added, who to give access to, and a link to this guide.

Check the new appOpen the app switcher and choose Travel & Hospitality. Its tabs are Leads, Contacts, Accounts, Opportunities (your trips), Travellers, Itinerary Days, Quotes, Availability Checks, Orders (your bookings), Trip Payments, Trip Assignments, Destinations, Attractions, Products (your services), Cases, Calendar, Reports and Dashboards.

2 Give your staff access #

Travel consultants and salesSetup → Users → open the user → set Profile to Travel Consultant.

Booking and operations executivesSet their Profile to Travel Operations.

ManagersGive them one of the travel profiles, then Setup → Permission Sets → Travel Manager → Assigned Users tab → add them. They see every trip and booking, maintain destinations, attractions, services, rates and suppliers, and can export.

FinanceAssign the Travel Finance permission set on top of a travel profile: it lets them record receipts, supplier payments and refunds and edit booking amounts.

AdministratorsAdmins keep their normal layouts, so they don't see the travel fields by default. Open Setup → Object Manager → Opportunity (or Lead, Quote…) → Page Layouts and add the travel fields to your layout, or use one of the "Travel … Layout" copies the package created.

Passport and ID numbersTravellers hold passport and ID numbers. If consultants shouldn't see them, hide those fields with field-level security on the Travel Consultant profile (Setup → Profiles → Travel Consultant → Field Permissions → Traveller).

3 Add destinations, suppliers and services #

DestinationsDestinations tab → New. Start with a country or state, then add cities under it with Parent Destination. Fill in Best Months, Tags and your team's Travel Notes.

AttractionsAttractions tab → New for each sightseeing point: Destination, Category, Opening Hours, Closed On, Recommended Duration and Entry Fee. For a photo, set Image URL, Image Source and Image Licence; use only photos you have the right to use.

SuppliersAccounts tab → New, with Travel Account Type = Supplier. Pick Supplier Categories (Hotel, Transport…), Contract Status and Valid Until, Commission %, Payment Terms, Cancellation Policy and how they answer availability requests.

Services and ratesProducts tab → New for each room type, vehicle, activity or other service. Set Service Type, Supplier, Destination, Supplier Net Rate (internal), Rate Basis, Season and Rate Valid From/To. Then add it to a price book with your selling price (see the Quotes & CPQ trail).

Importing existing dataUse Import (see the Import / Export trail) to load suppliers into Accounts, rate sheets into Products and past customers into Contacts.

4 Capture website enquiries #

Build the enquiry formSetup → Marketing → Web-to-Lead. Include First Name, Last Name, Mobile, Email, Destination(s), Travel Start Date, Travel End Date, Adults, Children, Children's Ages, Budget, Hotel Category, Travel Type and Consent to Contact. Pass the website's own id for each post in Submission ID, and its UTM Source, Medium and Campaign. See the Web-to-Lead trail.

Stop duplicate enquiriesSetup → Duplicate Rules → New on Lead: match on Submission ID (a retried form post) and on Mobile or Email (a returning customer). See the Data Quality trail.

Carry the trip details over on conversionSetup → Object Manager → Lead → Lead Conversion Mapping. Map Destination(s), Main Destination, Travel Start Date, Travel End Date, Nights, Adults, Children, Children's Ages, Travel Type, Hotel Category and Budget to the same fields on Opportunity.

Route enquiries (optional)Setup → Lead Assignment Rules: assign by Main Destination or Travel Type so each team owns its own enquiries. See the Lead Scoring & Assignment trail.

5 Review the automation #

All rules are switched on at install. Find them in Setup → Workflow Rules (their names start with "Travel:") and adjust the timings to suit you.

Rule	What it does
Travel: New enquiry call task	Call task for the owner as soon as an enquiry with a destination arrives
Travel: Enquiry follow-up	Follow-up task on the enquiry's Next Follow-up Date
Travel: New trip defaults	A trip with a Travel Start Date starts as Researching
Travel: Quote sent	Filling in Sent Via stamps Sent At and moves the trip to Quotation Sent
Travel: Quote expiring	Follow-up task 2 days before a sent quote's Expiration Date
Travel: Customer approved	Customer Approval = Approved stamps the Approval Date and moves the trip to Approved by Customer
Travel: Availability requested / Supplier answered	Stamp when the supplier was asked and when they answered
Travel: Chase supplier	Task 4 hours after a request that is still Pending
Travel: Availability expired	An Available, On Request or Price Changed answer becomes Expired at its Valid Until time
Travel: New booking defaults	A booking with an Approved Quote starts as Draft
Travel: Booking item confirmed	Stamps Confirmed At when a supplier confirms
Travel: Free cancellation ending	Task 2 days before a confirmed item's free cancellation ends
Travel: Payment paid / due soon / overdue	Stamps the Payment Date, reminds 2 days before the Due Date, marks it Overdue the day after
Travel: Pre-departure check	3 days before a Confirmed trip: Ready to Travel, plus a task to send the final itinerary, vouchers and driver details
Travel: Assignment reminder	Task the day before a confirmed driver or guide starts, to send their details to the customer
Travel: Trip starts / Trip ends	In Progress on the start date; Completed the day after the end date, with the customer's Last Trip Date and a feedback-call task
Travel: Emergency case	A Medical / Emergency case is raised as Critical

The validation rules stop the common mistakes: an Available answer without a price or Valid Until, a booking sent to suppliers or confirmed without Revalidated At, a cancelled booking without a reason, a Confirmed booking item without a confirmation number, a refund paid without approval, a non-cash payment marked Paid without a reference, a child traveller without an age, a confirmed driver without a vehicle number, and an Unqualified enquiry without a Lost Reason.

Add WhatsApp, SMS or email messages (optional)Once messaging is set up, open a rule in the Journey Builder and add a message action, for example a WhatsApp with the driver's details on "Travel: Assignment reminder". See the Workflow Automation trail.

6 Set up approvals #

DiscountsSetup → Approval Processes → New on Quote, entry criteria Discount greater than your limit, approver the sales manager.

RefundsNew on Trip Payment, entry criteria Payment Type = Refund to Customer; the final approval action sets Approval Status to Approved. See the Approval Processes trail.

7 Set up reports and Home #

Create the core reportsReports tab → New Report. Useful first reports: Enquiries by Lead Source and UTM Campaign (Leads); Trips by Trip Status and consultant (Opportunities); Upcoming departures (Opportunities, Travel Start Date = Next 30 Days); Pending supplier confirmations (Order Items, Supplier Status not Confirmed); Receivables and payables (Trip Payments by Payment Type and Payment Status); Revenue by Main Destination. See the Reports trail.

Add totals (optional)Amount Received, Balance Due and Total Net Cost are entered by hand. To compute them, add Rollup Summary fields in Object Manager after install.

Put the numbers on HomeSetup → Home Widgets → add tiles for those reports. See the Dashboard & Home trail.

How to Use #

Day-to-day: travel consultants #

Work new enquiriesLeads tab, or your tasks on Home. Call the customer, fill in the missing trip details and set a Next Follow-up Date if they need time. When they want a quote, Convert the lead: you get a Contact, an Account and an Opportunity (the trip).

Add the travellersOn the trip, Related tab → Travellers → New for each person, with Traveller Type, and Age for children.

Check availabilityAvailability Checks → New for each hotel, cab or activity: the Service, Supplier, Service Date and Check Method. Ask the supplier, then set the Availability Status, Quoted Net Price and Valid Until.

Plan the daysItinerary Days → New for each day: Day Number, Date, Overnight At, morning/afternoon/evening, Hotel, Meal Plan and Transport. Use Customer Notes for what the customer should know and Internal Notes for your team.

Build and send the quoteOn the trip, create a Quote and add a line for each service. Fill in the Supplier Net Cost and Markup % for your margin, and put Inclusions, Exclusions and the Payment Schedule on the quote. When you send it, set Sent Via: Sent At is stamped and the trip moves to Quotation Sent. For a revised offer, create a new quote with Quote Version 2 and Previous Version pointing to the first.

Record the customer's decisionOn the trip, set Customer Approval (Approved, Changes Requested or Rejected) and the Approved Quote. Approval doesn't book anything: operations books next.

Day-to-day: booking and operations #

Create the bookingOrders → New, with the trip, the account and the Approved Quote, and add an order item per supplier reservation. It starts as Draft.

Revalidate firstRecheck each price and room with the supplier (new Availability Checks if anything changed), then fill in Revalidated At. Only then can the booking move to Requested from Suppliers.

Confirm each supplierOn each order item set Supplier Status; when it is Confirmed enter the Confirmation Number, Free Cancellation Until and Voucher Number. Set the booking to Partially Confirmed until every item is confirmed, then Confirmed, then Vouchers Issued. Move the trip's Trip Status to Confirmed.

Assign drivers and guidesTrip Assignments → New: Role, Person Name, Phone, Vehicle Number, Start, Pickup Location. Set it to Confirmed when the driver confirms; you get a task the day before to send the details to the customer.

Handle problems on the tripCases → New with a Travel Issue Type (Trip Incident, Change Request, Lost Item…), the Trip and the Booking. Medical / Emergency cases are raised as Critical. See the Case Management trail.

Day-to-day: finance #

Schedule what's dueTrip Payments → New for each instalment in the quote's payment schedule: Payment Type Customer Receipt, Purpose, Amount, Due Date. You're reminded 2 days before, and unpaid ones turn Overdue.

Record money in and outSet Payment Status to Paid with the Payment Method and Payment Reference. Use Supplier Payment (with the Supplier Invoice Number), Refund to Customer, Cancellation Charge or Expense for the other directions. Update the booking's Amount Received and Balance Due.

RefundsA refund starts as Pending Approval and can be marked Paid only after it is Approved.

Day-to-day: manager #

Watch the pipelineOpportunities tab, grouped by Trip Status: quotes waiting for an answer, approved trips not yet booked, bookings only partly confirmed.

Keep the catalogue currentUpdate supplier contracts, rates and their validity dates in Accounts and Products before each season, and retire services by unticking Active on the product.

Close the loopAfter each trip, the owner's feedback task asks for a Feedback Rating and Customer Feedback on the trip. Review low ratings weekly.

What the package doesn't do (yet)

It records supplier checks made by phone, email, WhatsApp or a supplier's website; it doesn't search supplier systems live. Itineraries are written by your team, not generated. The quote PDF prints the lines and totals, not the day-wise plan or photos, and customers approve through you rather than an online link. Payments are recorded by hand or through the API, not from a payment gateway.