BTEC Level 3 National Travel and Tourism Student Book 1
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In P1 I describe the roles, duties, and responsibilities for different categories of holiday representatives, highlighting changing roles and working practice. In P2 I outline the legal responsibilities of holiday representatives in different ho...
unit 14 working as a holiday representative p1 p2 p3 m1 d1
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Travel and Tourism
Unit 15 - Working as a Holiday Representative
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Assignment One Brief
P 1 – In this part of the assignment I will describe roles, responsibilities,
and duties of diferent holiday representatives highlighting changing roles
and working.
18-30’s Holiday Rep
An 18-30’s holiday rep has a variety of roles, responsibilities, and duties to
take care in order to succeed the job. The holiday reps’ key priority is to
make sure that the guests are happy and they are enjoying their holiday.
Holiday reps need to carry out shifts from transfer journey to diferent
duties in the resort. Their duty is to look after 18-30’s holidaymakers while
there are in holiday plus arrange activities for them to participate in.
Throughout holiday reps’ stay in the resort, they are in charge of handling
complaints and solving problems.
The main duties to the customers are: meet and greet guests, welcome
meetings, selling of excursions, problem solving, organising activities and
managing groups. Key responsibilities to the organisation are: maintaining
company’s standard by meeting customers’ expectations and increasing
company value by selling excursions. Finally to the suppliers: for example
the hotel will hire them to be the holiday representatives and will give
them packages to sell.
Responsibilities
They are responsible for emergency evacuation procedures, frst aid
assistance is important, awareness of political situations and natural
disasters, completing risk assessment forms and health and safety checks,
making sure of everything around the resort or hotel facilities so the
clients are aware of the danger. Moreover, the reps also need to handle
clients’ issues such as lost luggage or passport, allegations of theft or
other crimes, problems with rooms, health problems, injuries or even
deaths. Therefore, establishing and maintaining relationships with local
hoteliers, apartment owners, excursion agents and travel companies are
also part of their roles.
Duties
Meet & Greet and
The frst step of the holiday rep is the transfer shift. They have to meet the
clients at the airport. Travel reps need to have access to the passenger list
to check everyone has arrived. If our passengers are missed while they are
at the airport, holiday reps have to solve the problem by contacting them.
However, if the rep can’t solve the problem, they need to liaise with
suppliers such as airline or the tour operator in order to solve the issue.
Transfers & Coach Commentaries
Holiday reps have to do the transfer speech where they will have to
provide their contact details so the guests know how to contact if they
have inquiries or problems. Later, they will give a brief information about
the local area, for example, places to exchange currency or places to eat
traditional cuisine. Holiday reps will talk about what there is to do in the
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