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Holiday Rep Roles

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Roles: The main role of an 18-30’s rep is to look after guests on holiday, to maximise resort profitability and to create a safe environment for customers. Looking after guests means doing all the duties required of a rep and others that are specific to the type of customers dealt with. Maximising resort profits is done by advertising and selling extras such as additional trips, ancillary services and other items the guests may want to purchase. Most frequently sold are travel hire, additional insurance and things the customers may have forgotten to pack such as brushes, toiletries and suncream. Duties:

Meet and Greet: Picking the guests up from the airport requires the rep keeping an eye on the arrival times of each individual coming in, scheduling in extra time for delays and having a backup plan for those who didn’t make it or got diverted to another airport. The reps need to make themselves recognisable by one of three ways; having a designated meeting spot, wearing high visibility clothes that have the logo on and possibly carrying a sign or carrying boards with the passenger’s names. A list of the arrival times and names of individuals needs to be brought along with extra information about special requirements/disabilities. At this point the rep then collects the guest’s ID and makes sure that all the guests are there before moving on to the transport.

Transfers: Transfers are best booked in advance by the rep to get the best value and also to make sure of availability especially for larger groups. Sometimes more than one coach may be required, other times only a minibus is needed. Enough space should be left for luggage; this information can be taken from the flight bookings. The money for the transfers needs to be agreed before the individuals pay for it. The total cost is shared out equally between all the guests who are using the transport. Paperwork such as the confirmation of booking (what day and time and how many to be taken from A to B) and receipt for the transport need to be brought with the rep to be handed to the driver and an additional copy to be kept by the rep. Coach Commentaries: Coach Commentary will be used most times by the rep to tell guests what trips and excursions are available, a brief note of the itinerary (times to leave the hotel and getting back in at) and generally to get the guests excited about their holiday with the company.

An 18-30’s rep would generally give an idea of what parties, clubs and bars the customers are going to and any exciting events or places in the local area and when to go. Sometimes singing or team games are used to create a buzz to start off the holiday. Also information about the hotel or accommodation is given. For example if the group is arriving late on in the evening they may be told to keep quiet as some of the guests may be already sleeping, especially if it’s family accommodation. Welcome Meetings: A certain time is set for the customers to be down in the lobby or a similar function room in the hotel after they have left their luggage in the rooms.

A rep will give the guests an idea of how long the welcome meeting is otherwise some might be tempted to skip it if they think it will be too long. The welcome meeting will consist of the rep discussing the different features of the hotel (recapping if the receptionist has already gone over it) and laying out the itinerary for the holiday, including what time meals are served and where to excursions and how much spending money is recommended to bring. Also other subjects such as safety and the rules of the hotel and the country will be brought up and explained. Likewise any extra points of information are given such as what to do in an emergency, medical info and how to be safe with money, especially if the area is known for pickpockets. General knowledge such as how much one should expect to pay for drinks or taxi rates. A rep who knows the area well will be able to point out where to get the best deals and where is the best night out on certain days. Lastly a rep will try to sell extra excursions to make more money, but this isn’t to say that what is sold isn’t the better deal for the customer also.

Noticeboards: The noticeboards will have the itinerary on it which usually on an 18-30’s holiday will include times to be up and the parties and bars to visit, along with excursions such as days to the beach or other places. Time and dates are given and also whether they are included in the main package or an additional purchase. Information Booklets: The booklets are made by the Rep and contain detailed descriptions of the places to be visited and events happening during the week/ month/ season. This will include which trips and events are free or come with certain holiday packages and which are additional purchases. Also some local events and places of interest would usually be included. Health and Safety Checks: The places where the customers will go such as the hotel, day visits and local area will need to be checked out by the rep beforehand for any health and safety issues and minimise the risk and have the guests informed of how to keep safe.

First Aid should always be kept with the Rep and on each premise if possible. Part of a Representative’s training is how to do First Aid. Property Visits: Each day a Travel Rep has several properties worth of customers to look after and these requires the Rep to go personally to each hotel and each house to check on how the guests are doing, answer any questions and solve problems, keeping them informed and updated on the activities and visits. Finally the Rep will try to promote any additionals they can sell such as excursions and toiletries. Selling: A Rep makes commission on any additionals they sell. Ancillary services such as additional insurance and vehicle hire. Therefore any extra services they can sell to the customers increases the wages. The Agency that the Rep works for or even the Rep themselves will have deals or contracts with certain venues or other booking agencies for activities, food and accommodation. Calculating Payments: The Rep has to do administrative work and booking for all that goes on in the holiday.

This includes making sure all money is paid by the correct time and having failsafes in case anyone drops out. The money needs to be paid in by a certain time to guarantee the agreed prices and the places on certain bookings such as travel, activities, entertainment and entrance to places. The calculations need to be an average calculated payment so that the prices are the same for everyone although some will charge extra for last minute bookings and booking in advance and less for large groups. Also when travelling abroad, currency conversions need to be made at the time of booking. This will need to be checked on a daily basis, possibly hourly if able. Sometimes while away the customers will ask the Rep to exchange some money for them. Reps can exchange the money at a lower rate and the extra money made makes more commission. Administration and Paperwork: The hardest part of doing admin and paperwork for a Rep is to be aware of deadlines for certain forms to be handed in and the costs involved.

Other parts of the paperwork include sensitive information such as Passport details, bank account numbers and special requirements which need to be taking into consideration when booking and passed onto the relevant people. Problem Solving (e.g. Overbookings, Complaints): Overbooking can happen on occasion as hotels will have some people not turn up due to various reasons and it helps to maximise profit and maintain full capacity in the hotel. The money that hotels make is not just for the booking of the rooms but other services offered such as food and drink, towel and safe hire, room service, etc. This means the Rep has to provide other accommodation to fit these persons requirements which are still of equal or better quality. Complaints need to be dealt with calmly and making sure that the problem is fully understood. Sometimes this will require contacting the Agency back home who are staffed and telephones manned 24/7/365.The best way to resolve a complaint is to do so quickly and efficiently. Usually reports will have to be drawn up as to any problems occurred during the persons stay and any resolving that was undertaken by the Rep or others on their behalf.

A complaint handled correctly can not only make a customer for life out of the guest(s) but also will give something additional for them to promote about the company and increases the customer base. Non-Routine Incidents (e.g. Accidents, Illnesses, Emergency Situations): Forms will need to be filled out by the rep and the affected if they are able. Usually pictures are taken after if it’s visible what happened (bruises, cuts, wet floors, etc.). Illnesses and physical ailment will need to be dealt with as much as possible by the Rep who has First Aid as part of their training course and will have been taught what to do in these situations. After treatment, if the person is still ill or needs further treatment beyond what can be provided then they will need to be taken to a hospital or given medical assistance that can be covered by their insurance unless this isn’t viable and then other arrangements need to be made. Any and all such incidents need to be reported back to the Agency who will always have someone available to bring up all information such as any previous illnesses or allergies.

Organising Activities: A Rep needs to organise activities in advance so they can advertise it to the guests. The activities may be part of the holiday itself or additional. If the activity is part of the holiday then it should be advertised when the holiday is being sold in order to attract more customers. If the activity is a separate part then it may be advertised with the holiday stating such and also advertised during the holiday itself. Some activities may require a certain number of people wanting to do it before it’s feasible so the Rep may take a note of who wants to go on it and then when the right numbers of people apply for it the money will be taken. Managing Groups: Getting the groups moved from place to place and keeping them in order is always a struggle for holiday reps, especially when people are drunk. A head count must be done at the minimum before and after moving from a place. Keeping the customers moving can be difficult and this is why on certain pub and club crawls that the Rep hands out drinks as they travel.

For short distances the Rep may have the guests walk instead of hiring transport as it would save money and potentially time. Any money saved by the Rep means that the prices of the trips can be lowered and more people will want to or be able to go. Checking around the groups every so often to make sure everyone is okay and answering any questions and solving problems is also part of the Reps job and for this reason the Rep has to be with the guests on each of their booked excursions or events. Category Specific (e.g. Montage and De-montage, Cleaning): 18-30’s Reps can be expected to be working all hours as they have to accompany the guests on their planned nights out. Taking care of the customers can also mean cleaning up after them, especially if this could incur a fine, give the Agency a bad reputation or they are in no position to do so themselves. Venues may be rented for parties and this would require the Rep to do the Montage/De-montage. The Rep needs to keep the holiday makes and other around them safe and this would include the job of promoting responsible drinking, safe sex and handing out condoms. Many parties would be hosted outside if there are large numbers so additional plans need to be made in case the weather turns bad.

2.)A Ski Rep

Roles: The main role of a Ski rep is to look after guests on holiday, to maximise resort profitability and to create a safe environment for customers. Looking after guests means doing all the duties required of a rep and others that are specific to the type of customers dealt with. Maximising resort profits is done by advertising and selling extras such as additional trips, ancillary services and other items the guests may want to purchase. Most frequently sold are travel hire, additional insurance and things the customers may have forgotten to pack such as brushes, toiletries and suncream. Duties:

Meet and Greet: : Picking the guests up from the airport requires the rep keeping an eye on the arrival times of each individual coming in, scheduling in extra time for delays and having a backup plan for those who didn’t make it or got diverted to another airport. The reps need to make themselves recognisable by one of three ways; having a designated meeting spot, wearing high visibility clothes that have the logo on and possibly carrying a sign or carrying boards with the passenger’s names. A list of the arrival times and names of individuals needs to be brought along with extra information about special requirements/disabilities. At this point the rep then collects the guest’s ID and makes sure that all the guests are there before moving on to the transport.

Transfers: Transfers are best booked in advance by the rep to get the best value and also to make sure of availability especially for larger groups. Sometimes more than one coach may be required, other times only a minibus is needed. Enough space should be left for luggage; this information can be taken from the flight bookings. The money for the transfers needs to be agreed before the individuals pay for it. The total cost is shared out equally between all the guests who are using the transport. Paperwork such as the confirmation of booking (what day and time and how many to be taken from A to B) and receipt for the transport need to be brought with the rep to be handed to the driver and an additional copy to be kept by the rep.

Coach Commentaries: Coach Commentary will be used most times by the rep to tell guests what trips and excursions are available, a brief note of the itinerary (times to leave the hotel and getting back in at) and generally to get the guests excited about their holiday with the company. A Ski Rep will give information about what times are the best to go skiing, which slopes are for which level of skier and what other activities and places there are locally to see.Also information about the hotel or accommodation is given. For example if the group is arriving late on in the evening they may be told to keep quiet as some of the guests may be already sleeping, especially if it’s family accommodation. Welcome Meetings: A certain time is set for the customers to be down in the lobby or a similar function room in the hotel after they have left their luggage in the rooms. A rep will give the guests an idea of how long the welcome meeting is otherwise some might be tempted to skip it if they think it will be too long.

The welcome meeting will consist of the rep discussing the different features of the hotel (recapping if the receptionist has already gone over it) and laying out the itinerary for the holiday, including what time meals are served and where to excursions and how much spending money is recommended to bring. Also other subjects such as safety and the rules of the hotel and the country will be brought up and explained. Likewise any extra points of information are given such as what to do in an emergency, medical info and how to be safe with money, especially if the area is known for pickpockets. General knowledge such as how much one should expect to pay for drinks or taxi rates. A rep who knows the area well will be able to point out where to get the best deals and where is the best night out on certain days. Lastly a rep will try to sell extra excursions to make more money, but this isn’t to say that what is sold isn’t the better deal for the customer also.

Information Booklets: The booklets are made by the Rep and contain detailed descriptions of the places to be visited and events happening during the week/ month/ season. This will include which trips and events are free or come with certain holiday packages and which are additional purchases. Also some local events and places of interest would usually be included. Health and Safety Checks: The places where the customers will go such as the hotel, day visits and local area will need to be checked out by the rep beforehand for any health and safety issues and minimise the risk and have the guests informed of how to keep safe. First Aid should always be kept with the Rep and on each premise if possible.

Part of a Representative’s training is how to do First Aid. Property Visits: Each day a Travel Rep has several properties worth of customers to look after and this requires the Rep to go personally to each hotel and each house to check on how the guests are doing, answer any questions and solve problems, keeping them informed and updated on the activities and visits. Finally the Rep will try to promote any additionals they can sell such as excursions and toiletries. Selling: A Rep makes commission on any additionals they sell. Ancillary services such as additional insurance and vehicle hire. Therefore any extra services they can sell to the customers increases the wages. The Agency that the Rep works for or even the Rep themselves will have deals or contracts with certain venues or other booking agencies for activities, food and accommodation. Calculating Payments: The Rep has to do administrative work and booking for all that goes on in the holiday. This includes making sure all money is paid by the correct time and having failsafes in case anyone drops out.

The money needs to be paid in by a certain time to guarantee the agreed prices and the places on certain bookings such as travel, activities, entertainment and entrance to places. The calculations need to be an average calculated payment so that the prices are the same for everyone although some will charge extra for last minute bookings and booking in advance and less for large groups. Also when travelling abroad, currency conversions need to be made at the time of booking. This will need to be checked on a daily basis, possibly hourly if able. Sometimes while away the customers will ask the Rep to exchange some money for them. Reps can exchange the money at a lower rate and the extra money made makes more commission.

Administration and Paperwork: The hardest part of doing admin and paperwork for a Rep is to be aware of deadlines for certain forms to be handed in and the costs involved. Other parts of the paperwork include sensitive information such as Passport details, bank account numbers and special requirements which need to be taking into consideration when booking and passed onto the relevant people. Problem Solving (e.g. Overbookings, Complaints): Overbooking can happen on occasion as hotels will have some people not turn up due to various reasons and it helps to maximise profit and maintain full capacity in the hotel. The money that hotels make is not just for the booking of the rooms but other services offered such as food and drink, towel and safe hire, room service, etc. This means the Rep has to provide other accommodation to fit these persons requirements which are still of equal or better quality. Complaints need to be dealt with calmly and making sure that the problem is fully understood. Sometimes this will require contacting the Agency back home who are staffed and telephones manned 24/7/365.The best way to resolve a complaint is to do so quickly and efficiently.

Usually reports will have to be drawn up as to any problems occurred during the persons stay and any resolving that was undertaken by the Rep or others on their behalf. A complaint handled correctly can not only make a customer for life out of the guest(s) but also will give something additional for them to promote about the company and increases the customer base. Non-Routine Incidents (e.g. Accidents, Illnesses, Emergency Situations): Forms will need to be filled out by the rep and the affected if they are able. Usually pictures are taken after if it’s visible what happened (bruises, cuts, wet floors, etc.). Illnesses and physical ailment will need to be dealt with as much as possible by the Rep who has First Aid as part of their training course and will have been taught what to do in these situations. After treatment, if the person is still ill or needs further treatment beyond what can be provided then they will need to be taken to a hospital or given medical assistance that can be covered by their insurance unless this isn’t viable and then other arrangements need to be made.

Any and all such incidents need to be reported back to the Agency who will always have someone available to bring up all information such as any previous illnesses or allergies. Organising Activities: A Rep needs to organise activities in advance so they can advertise it to the guests. The activities may be part of the holiday itself or additional. If the activity is part of the holiday then it should be advertised when the holiday is being sold in order to attract more customers. If the activity is a separate part then it may be advertised with the holiday stating such and also advertised during the holiday itself. Some activities may require a certain number of people wanting to do it before it’s feasible so the Rep may take a note of who wants to go on it and then when the right numbers of people apply for it the money will be taken.

Managing Groups: Getting the groups moved from place to place and keeping them in order is always a struggle for holiday reps, especially when people are drunk. A head count must be done at the minimum before and after moving from a place. Keeping the customers moving can be difficult and this is why on certain pub and club crawls that the Rep hands out drinks as they travel. For short distances the Rep may have the guests walk instead of hiring transport as it would save money and potentially time. Any money saved by the Rep means that the prices of the trips can be lowered and more people will want to or be able to go. Checking around the groups every so often to make sure everyone is okay and answering any questions and solving problems is also part of the Reps job and for this reason the Rep has to be with the guests on each of their booked excursions or events. Category Specific (e.g. Montage and De-montage, Cleaning): Ski Reps will not have to accompany the guests on the slopes or teach them how to ski safely on the trails, however they do have to clean the Chalet each day and to have all the food, drink and snacks prepared for when the guests require them. The cleaning of the Chalet doesn’t include the bedrooms unless stated otherwise. Out of the three travel Reps, Ski Reps get the most free time but also have the least contact with the customers.

3.)A Children’s Rep

Roles: The main role of a Children’s rep is to look after guests on holiday, to maximise resort profitability and to create a safe environment for the kids. Looking after guests means doing all the duties required of a rep and others that are specific to the type of customers dealt with. Maximising resort profits is done by advertising and selling extras such as additional trips, ancillary services and other items the guests may want to purchase. Most frequently sold are travel hire, additional insurance and things the customers may have forgotten to pack such as brushes, toiletries and suncream. Duties:

Meet and Greet: : Picking the guests up from the airport requires the rep keeping an eye on the arrival times of each individual coming in, scheduling in extra time for delays and having a backup plan for those who didn’t make it or got diverted to another airport. The reps need to make themselves recognisable by one of three ways; having a designated meeting spot, wearing high visibility clothes that have the logo on and possibly carrying a sign or carrying boards with the passenger’s names. A list of the arrival times and names of individuals needs to be brought along with extra information about special requirements/disabilities. At this point the rep then collects the guest’s ID and makes sure that all the guests are there before moving on to the transport. Transfers: Transfers are best booked in advance by the rep to get the best value and also to make sure of availability especially for larger groups. Sometimes more than one coach may be required, other times only a minibus is needed. Enough space should be left for luggage; this information can be taken from the flight bookings.

The money for the transfers needs to be agreed before the individuals pay for it. The total cost is shared out equally between all the guests who are using the transport. Paperwork such as the confirmation of booking (what day and time and how many to be taken from A to B) and receipt for the transport need to be brought with the rep to be handed to the driver and an additional copy to be kept by the rep. Coach Commentaries: Coach Commentary will be used most times by the rep to tell guests what trips and excursions are available, a brief note of the itinerary (times to leave the hotel and getting back in at) and generally to get the guests excited about their holiday with the company. A Children’s rep would be expected to give a list of what activities will be done and to get the children talking amongst one other and form new friendships. Sometimes singing or team games are used to create a buzz to start off the holiday. Also information about the hotel or accommodation is given. For example if the group is arriving late on in the evening they may be told to keep quiet as some of the guests may be already sleeping, especially if it’s family accommodation.

Welcome Meetings: A certain time is set for the customers to be down in the lobby or a similar function room in the hotel after they have left their luggage in the rooms. A rep will give the guests an idea of how long the welcome meeting is otherwise some might be tempted to skip it if they think it will be too long. The welcome meeting will consist of the rep discussing the different features of the hotel (recapping if the receptionist has already gone over it) and laying out the itinerary for the holiday, including what time meals are served and where to excursions and how much spending money is recommended to bring. Also other subjects such as safety and the rules of the hotel and the country will be brought up and explained.

Likewise any extra points of information are given such as what to do in an emergency, medical info and how to be safe with money, especially if the area is known for pickpockets. General knowledge such as how much one should expect to pay for drinks or taxi rates. A rep who knows the area well will be able to point out where to get the best deals and where is the best night out on certain days. Lastly a rep will try to sell extra excursions to make more money, but this isn’t to say that what is sold isn’t the better deal for the customer also.

Information Booklets: The booklets are made by the Rep and contain detailed descriptions of the places to be visited and events happening during the week/ month/ season. This will include which trips and events are free or come with certain holiday packages and which are additional purchases. Also some local events and places of interest would usually be included. Health and Safety Checks: The places where the customers will go such as the hotel, day visits and local area will need to be checked out by the rep beforehand for any health and safety issues and minimise the risk and have the guests informed of how to keep safe. First Aid should always be kept with the Rep and on each premise if possible.

Part of a Representative’s training is how to do First Aid. Property Visits: Each day a Travel Rep has several properties worth of customers to look after and this requires the Rep to go personally to each hotel and each house to check on how the guests are doing, answer any questions and solve problems, keeping them informed and updated on the activities and visits. Finally the Rep will try to promote any additionals they can sell such as excursions and toiletries. Selling: A Rep makes commission on any additionals they sell. Ancillary services such as additional insurance and vehicle hire. Therefore any extra services they can sell to the customers increases the wages. The Agency that the Rep works for or even the Rep themselves will have deals or contracts with certain venues or other booking agencies for activities, food and accommodation. Calculating Payments: The Rep has to do administrative work and booking for all that goes on in the holiday.

This includes making sure all money is paid by the correct time and having failsafes in case anyone drops out. The money needs to be paid in by a certain time to guarantee the agreed prices and the places on certain bookings such as travel, activities, entertainment and entrance to places. The calculations need to be an average calculated payment so that the prices are the same for everyone although some will charge extra for last minute bookings and booking in advance and less for large groups. Also when travelling abroad, currency conversions need to be made at the time of booking. This will need to be checked on a daily basis, possibly hourly if able. Sometimes while away the customers will ask the Rep to exchange some money for them. Reps can exchange the money at a lower rate and the extra money made makes more commission.

Administration and Paperwork: The hardest part of doing admin and paperwork for a Rep is to be aware of deadlines for certain forms to be handed in and the costs involved. Other parts of the paperwork include sensitive information such as Passport details, bank account numbers and special requirements which need to be taking into consideration when booking and passed onto the relevant people. Problem Solving (e.g. Overbookings, Complaints): Overbooking can happen on occasion as hotels will have some people not turn up due to various reasons and it helps to maximise profit and maintain full capacity in the hotel. The money that hotels make is not just for the booking of the rooms but other services offered such as food and drink, towel and safe hire, room service, etc. This means the Rep has to provide other accommodation to fit these persons requirements which are still of equal or better quality.

Complaints need to be dealt with calmly and making sure that the problem is fully understood. Sometimes this will require contacting the Agency back home who are staffed and telephones manned 24/7/365.The best way to resolve a complaint is to do so quickly and efficiently. Usually reports will have to be drawn up as to any problems occurred during the persons stay and any resolving that was undertaken by the Rep or others on their behalf. A complaint handled correctly can not only make a customer for life out of the guest(s) but also will give something additional for them to promote about the company and increases the customer base. Non-Routine Incidents (e.g. Accidents, Illnesses, Emergency Situations): Forms will need to be filled out by the rep and the affected if they are able. Usually pictures are taken after if it’s visible what happened (bruises, cuts, wet floors, etc.). Illnesses and physical ailment will need to be dealt with as much as possible by the Rep who has First Aid as part of their training course and will have been taught what to do in these situations.

After treatment, if the person is still ill or needs further treatment beyond what can be provided then they will need to be taken to a hospital or given medical assistance that can be covered by their insurance unless this isn’t viable and then other arrangements need to be made. Any and all such incidents need to be reported back to the Agency who will always have someone available to bring up all information such as any previous illnesses or allergies. Organising Activities: A Rep needs to organise activities in advance so they can advertise it to the guests. The activities may be part of the holiday itself or additional. If the activity is part of the holiday then it should be advertised when the holiday is being sold in order to attract more customers. If the activity is a separate part then it may be advertised with the holiday stating such and also advertised during the holiday itself. Some activities may require a certain number of people wanting to do it before it’s feasible so the Rep may take a note of who wants to go on it and then when the right numbers of people apply for it the money will be taken.

Managing Groups: Getting the groups moved from place to place and keeping them in order is always a struggle for holiday reps. A head count must be done at the minimum before and after moving from a place. For short distances the Rep may have the guests walk instead of hiring transport as it would save money and potentially time. Any money saved by the Rep means that the prices of the trips can be lowered and more people will want to or be able to go. Checking around the groups every so often to make sure everyone is okay and answering any questions and solving problems is also part of the Reps job and for this reason the Rep has to be with the guests on each of their booked excursions or events.

Category Specific (e.g. Montage and De-montage, Cleaning): Children’s Reps need to be creative with their solutions to any problems and also the most energetic and happy as working with kids can be very tiring. The main focus of a Children’s Holiday is to encourage personal growth in each child and the Rep needs to do their best to facilitate this by paying attention to each individual and placing each one accordingly. Some will need to learn to socialise more, some will need to learn to become calmer and others may be there for certain skills and knowledge learnt on the holiday if it is a historical or activity based theme. A Children’s Rep may be asked to step in on disputes between the kids at some stages of the holiday so the Rep needs to have a constant eye on events so they have a good idea what is happening or what has happened and will also need to be calm and level-headed.

Responsibilities:
•The customer should receive the holiday they expect and if they don’t then they need to give the Rep and Agency the chance to fix this problem before they can decide to claim back their money.
•The Organisation should take responsibility for the holiday and anything that goes wrong during it that they could have reasonably prevented.
•The Suppliers need to deliver the expected products, whether this is food and beverage, accommodation, activities or others. If they do not deliver then they are to be held responsible and must come to an agreement on how to settle the problem, such as delivering the product when they can at possibly a reduced price. Changing Working Practices:

•A Holiday Rep will be expected to do a number of tasks that are outside just dealing with customers, as it may be more efficient for the company and save money, time and man-power. This would include doing administrative duties such as paperwork and reports, picking up and dropping off customers, balancing accounts, collecting money and even cooking and cleaning.
•Before the holiday the Rep is expected put together the holiday package by finding new destination hotspots, going out there and trying out different accommodation, excursions and places to eat, collecting local knowledge and bargaining with local service providers in order to get the best deal and make as much profit as possible. They then need to figure out what the total costs and profits can be made out of each item they sell and try to sell as many of the items that make the biggest profit that they can. They may also need to sell some that don’t make them much profit if they’re necessary for the customer such as accommodation.
•There needs to be an open channel of communication with the Holiday Rep out on holiday with the guests and the staff back in the UK. Updates will need to be made constantly, even when there are no problems. If any problems occur, the Duty Representatives in the UK will need to be told immediately and then any solving of the problem and paperwork can be done. They will go through a checklist with the Holiday Rep and make sure every step has been followed to company standards and policy. This is especially useful if complaints are filed against the Rep and/or company. Also, this is necessary to figure out whether compensation needs to be given and evaluate how much.

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