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Unit 15: P1
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Unit 15: Working as a Holiday RepresentativeP1
A Resort Representative is a person who is responsible for looking after customers, on
package holidays. They’re also responsible for selling resort excursions and other services
such as other entertaining trips or things such as car hire. There are many types of reps, for
example resort representative (property), children’s representative and a ski
representative. They all have similar roles, however they have to adapt it to the age group
of the people that they work with.
Over the years, holiday representatives have changed their working practices in order to
improve their services. For example, when you go on a package holiday the holiday
representative will often message guests individually through apps such as WhatsApp. They
also have all of your information stored on iPads and a lot of the time they use them to also
fill out their paperwork. They are able to save time and do this on the coach journey back
from the airport or on the way to a theme park. The holiday representatives still have a
responsibility to do welcome meetings and they still have drop in centres for tourists who
wish to speak to a rep face to face. Drop in centres also save money however some
customers do not want to go out of their way to go and see their representative. Another
way that working practices have changed is, now you are able to pre-book your excursions,
flights, accommodations etc online, but that way the holiday representatives miss out on
their commission.
Children’s Representative:
A children’s representative is a person who looks after children on a holiday. Their roles
consist of representing the company, providing good customer service and acting as a link
between families and hotel staff. Any type of a representative has these roles which they
have to stick to in order for the company to be successful and make profit.
They also have duties such as organising and supervising activities for children, such as
singing, dancing and acting shows or even telling stories. A children’s representative can
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