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The first role of a holiday rep is to look after their guests and ensure that they are
happy thought they holiday. This includes checking on the guests regularly to ensure
that they don’t have any problems and that if they do then it is solved quickly and
effectively. Holiday reps can also look after guests by staying with them and ensure
that they have a good time.
The second role of a holiday rep is to maximise in resort profitability. This can be
done by making sure that every opportunity for a sale is used. The holiday reps do
this so that they can gain commission but also to help enhance the customer
experience while they are on holiday. Examples include upgraded rooms in the
resort.
The third role is to transfer guests safely from the airport to the hotel and vice versa.
This is done by ensuring that all guests are accounted for at all times to prevent any
guests from going missing. It is important that the representative knows the location
of the destination and is aware of any potential obstructions.
The fourth role is to ensure that all guests are provided with excellent customer
service. This is important because it can leave the customers with an impression
which can affect the rest of the holiday. Bad customer service can result in a bad
reputation of the company. Customers will expect what they paid for and so it is
essential that they receive the best customer service at all-time throughout the trip.
The fifth role is to effectively handle incidents. This will show customers that they can
trust the representative and allow them to deal with the situation. This may be
complaints or in resort issues. The holiday rep needs to deal with this effectively and
make sure that the incident is handled properly. Examples of complaints include loud
noise in the resort at night. There could also be more serious incidents such as
assaults and it is the holiday representatives job role to ensure that they are taken
care of and that the necessary emergency service is called on time.
Duties:
The first duty of a holiday rep is to provide tours/accompanying excursions. This is to
make sure that all the customers are enjoying themselves and that they have not
issues. It is also to make sure that if the customers need anything then the
representative is there to deal with it. They need to make sure that the guests do not
encounter any issues on their holiday and that includes their excursions.
The second duty of a holiday rep is to clean. This is not always the case but in
certain scenarios the holiday rep might have to clean. The customers may cause
spillages which the holiday rep has to clean up. This is rare as the hotel staff usually
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