Tags Posts tagged with "Holiday Rep"

Holiday Rep

Family Reps/Holiday Reps are also known as Customer Services Rep, Resort Rep, or Overseas Rep depending on the tour operator you work for but they all basically have the same role.

Being a Family Rep you would be looking after people of all ages including groups of families, small groups of men or women whilst they are on holiday.  To be this kind of rep you must be a peoples person who is confident with dealing with people at all levels and from all walks of life.

  • GCSE in both Math’s and English Grade C or above (or equivalent)
  • A Travel & Tourism Qualification or vocational training such as the Holiday Rep Diploma is desirable.
  • 6-12 months customer service experience
  • Administration experience
  • Able to work in a team
  • Answering customer’s queries/problems
  • Completing paperwork
  • Accommodation Health & Safety Checks
  • Accommodation Visits
  • Conducting welcome meetings/selling excursions
  • Collecting and balancing foreign money
  • Guiding Excursions
  • Transferring holiday makers to and from the airport and hotel

A video about working as a Holiday Rep with TUI

Are you a college student studying Travel and Tourism and need help?

There are many different roles of Holiday Reps employed by the Tour Operators.  Each Holiday Rep role is recruited to cater for specific products and services offered by the Tour Operators.

Holiday Rep / Family Rep

Holiday reps are also known as Customer Service Rep, Family Rep, Resort Rep or Overseas Rep depending on the tour operator you work for.  This rep position is responsible for looking after people of all ages whilst their on holiday.

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Club Rep / Young Persons Rep

A club rep is responsible for ensuring that groups of men and women between the ages of 18-30 have the time of their lives whilst on holiday.

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Children’s Rep

A children’s rep is responsible for looking after groups of children between the ages of 2-12.  Offering a range of fun activities, as well as ensuring their safety and well-being.

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Transfer Rep

A transfer rep, is a rep that accompanies the holiday makers too and from the airport and hotels.

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Overseas Administrator

The overseas administrators work within the tour operators offices within resort, ensuring the smooth running of the overseas operation.

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Overseas Entertainer

Entertainers are normally based within all inclusive and some larger hotels.  It is the entertainers job to provide both day and night entertainment for the hotel guests.

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Camp Courier / Campsite Rep

Camp couriers are employed by tour operators offering camping style holidays abroad.  A camp courier is very similar to that of a family rep.

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Ski Rep

Ski reps are very similar to family reps but based within a winter ski resort.

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Sunday

09:00-12:00 Morning Hotel Duties

12:00-17:00 Free time to catch up on your paperwork

17:00-20:00 Evening Hotel Duties

Monday

08:30-18:00 Accompanying holiday makers on an excursion

Tuesday

05:30-08:00 Airport Duties

09:00-12:00 Morning Hotel Duties

Half Day

Wednesday

09:00-12:00 Welcome Meeting and Morning Hotel Duties

12:00 Sort out and balance your money float

17:00-20:00 Evening Hotel Duties

Thursday

A whole day off to do what ever you like!!

Friday

09:00-12:00 Morning Hotel Duties

12:00-21:00 Time off to catch up on any paperwork

21:00-00:00 Airport Duties

Saturday

09:00-12:00 Welcome Meeting and Morning Hotel Duties

12:00 Sort out and balance your money float

17:00-20:00 Evening Hotel Duties

Day in the life of a TUI Holiday Rep

So how much does a Holiday Rep get paid? We will start by saying that if you want to be a rep for the money then you should probably think again as being a holiday rep is not the best paid for the hours you work.  The positive is that so many reps go out to resort and manage to survive quite easily on the salaries that are provided by the tour operators even still having money over to go out and have a good time on their days off. 

The starting salary for a holiday rep is normally around £450/£525 per month including commission from selling excursions, car hire etc.  This may not sound much but your accommodation is normally provided for you by the tour operators, some even giving you meal vouchers to eat free of charge or with a big discount in the hotel restaurant you are representing.  These figures are given as a guideline only and different tour operators can operate slightly different pay structures and incentives.

Once you have finished a season, most tour operators will increase your basic salary. If you get promoted then your salary will also increase to reflect your position within the tour operator you work for.

The best people to ask about working as a Holiday Rep are Holiday Reps.  We quite often get messages from people wanting to share their knowledge, here are a few of them.  If you’ve got any hints and tips you would like to share, just drop us an email at helpdesk@careerintravel.co.uk

Interview Hints and Tips

Do not automatically think that its the loudest, craziest and most talkative people who get through the interview stages. Interviewers are also looking for calm, friendly and imaginative people to join their team. Sometimes the loud people are so over the top, its easy to tell they are just putting it on as they think that this is what being a rep is all about! Its not!! Just be yourself and make sure you shine!!

Dan – Cosmos Rep

Living in Resort Hints and Tips

Get to know your local restaurant and bar managers, they tend to give you a discount on food and drinks if you recommend them to your holiday makers.  Plus having a rep eat in their restaurant is a good advertisement for them.

David – Thomas Cook Rep

Buy local brands of food at the supermarkets as the major brands known in the UK are normally imported in and so are very expensive.  I found that some of the brands were actually better then the ones in the UK!!

Rachel – First Choice Rep

Induction Course Hints and Tips

You will be expected to undergo some intense training during your in-house induction course, and for some new reps this is quite tiring.  Be warned, a lot of the resort Managers/team leaders will also be at this course and they will be assessing you throughout the whole time.  If you are serious about the job, don’t go out every night whilst training, don’t do silly things and get too drunk. Many people get kicked off the course as they do not take it seriously.  Go out, socialise, have a few drinks but don’t go over the top.  You will be watched 24/7 and if they don’t like what they see, you will not be spending the summer in a dream job’

Dan – Cosmos Rep

I have been a team leader for over 2 years and repped before this for 4 years…. On your induction training we look for your own personality and not somebody who you think we want to see.  There’s nothing wrong with being yourself!  If you make mistakes be open and honest and tell your team leader/manger.  It’s worst for us to find out second hand and it can be rectified quicker if you talk about it.

Dean – Airtours Rep

Welcome Meeting Hints and Tips

When conducting a welcome meeting, hand out pens to the guests, especially if you have a lot to tell them! Better still, use RED felt tip pens or biro’ s but keep the lids. This way the guests can write as much information down as they need to, and you will get your pens back! No one likes red pens, especially if they do not have the lids!!

Dan – Cosmos Rep

Welcome Meeting Hints and Tips

Always try to find out and remember guests birthdays, a cheap card and drink at the bar made their day!

Martyn – Thomson Rep

Money Hints and Tips

Make sure that you have somebody declaring you on the electoral role whilst you are away.  Any gaps could effect your credit rating when you return.

Sally – Works for Career In Travel

Always make sure you have a diary. Once you get used to using it on a daily basis, you can record everything……your sales and commission each week, any problems with any guests, any problems with any properties and things that need to be fixed.They are also great to look back on at the end of the season!! If you write everything down, they will bring back loads of good (and bad) memories!!!

Dan – Cosmos Rep

Packing to go out to resort can be both an exciting and nerve racking time as the reality that your actually going to be a holiday rep hits you!!  Here at Career In Travel we are always asked “What do I pack?”.  Most tour operators will give you an induction pack which normally includes essential items to put into your suitcase, but below is our printable packing list to help you.

The majority of tour operators will give you an extended baggage allowance, normally this is between 40-50kgs.  Our biggest tip would be to pack as little as possible going out to resort as you do tend to collect gifts, souvenirs and other items to bring back home with you at the end of the season.  Also think about the type of case you want to take with you.  Remember that the hard cases weigh a lot before you even start!

If you have stayed in contact with others from your induction training which are going out to the same resort as you, you may find that there are certain items that you may be able to share.

Download your Packing Checklist

Click on the picture to download your Packing Checklist PDF.

Name: Hayley Doherty
Age: 21
Type of Rep: Children’s Rep
Tour Operator: Thomas Cook
Countries worked in: Lanzarote, Fuerteventura and Ibiza

“My first season was nothing I had anticipated.  The 2 week induction was hard but fun and eventually Rachel and I settled into our roles.”

In the beginning

After leaving school I knew that working as a holiday rep was the job I wanted to do and had looked into courses at local colleges.   I set straight off for South Trafford College in Manchester in the September to firstly do the Leisure and Tourism course then followed by the Overseas Reps Course.  To be honest, if I would have been old enough to go straight on to the latter course ( you had to be 18 before the March)  I wouldn’t have bothered with the Leisure and Tourism course, but I am glad that’s the way it worked out as it gave me the chance to mature a lot and learn loads about the industry and the other roles available.

I chose the Intermediate course even though I had got the G.C.S.E grades to do the higher course as it was only a year long rather than two.  The sooner I got onto the reps’ course the better!!

The Overseas Reps course was part time for 6 months which gave me the opportunity to work part time and save up to go away.  As I wasn’t 19 by the time I was to apply, I was told I would have to be a Children’s Rep rather than mainline and gain 40 hours experience working with kids.

The Interview

I spent a full day at the interview with Thomas Cook.  I was so nervous although I had experience in presenting Welcome Events and Transfers at college in front of a group, I just couldn’t stop shaking when it came to standing up in front of 10-15 strangers to get my dream job!

I had forgotten my props i.e. visual aids I had prepared for my presentations.  When I arrived to see the other people there with huge hand made treasure maps and swords etc it totally threw me.  I spent the next hour watching everyone get up showing off their ‘here’s one a made earlier’ specialities whilst my heart was thumping so hard with pure dread of getting up without anything….when I did get up I thought I’d be honest and just said ” I’ve forgotten my visual aids in a mad panic this morning so you will just have to use your imagination!”  I then continued through the presentations ‘pretending’ to hold up swords, maps and treasure chests!!!! How embarrassing!!!

After doing various team work activities and role plays through the day.  I got the opportunity to say what I thought had gone well and not so well in a one to one interview.  I took this as an ideal opportunity to explain that it had knocked my confidence without my props but was pleased with myself in how I had handled it.  It worked, and the following day whilst in the changing rooms in Topshop I received a call telling me I was on the training course!! After laughing hysterically and screaming down the phone I went to buy loads of clothes to celebrate!!

The induction course

Luckily for me I had been placed on the same training course as my friend Rachel, who I had met at college on both courses and who had gone to the interview with me!  The course was 4 or 5 days long in Blackpool, it was great!!

I shared a house with 5 others, all a lot older but were aiming to be kids reps as well.  I felt a little left out as I thought it a good idea to get the en-suite double room downstairs and they all shared upstairs but we had a laugh.

The course was quite intense but fun and I learnt a lot, my nerves were still getting the better of me and all I could do was hope the trainers would see past that.  They did, and on the last day I was told I would probably be placed in Majorca or Ibiza.  My trainer was lovely and said she had seen right through me, she knew I was bubbly and where I would be best placed.  She advised me the best thing for me to do was to try and come out of my shell on the induction in resort so I wasn’t mistaken for being shy and quiet and placed in the wrong area, as I would be unhappy in a quiet resort.

When back in Manchester I think it was about 2 weeks later when Rachel called me to say she had been placed in Lanzarote.  I crossed my fingers and my prayers came true when I got a call later that today saying I had been placed in Lanzarote too!!!

Working as a Children's Rep

My first season was nothing I had anticipated, the 2 week induction was hard but fun and eventually Rachel and I settled into our roles.  We each had our own apartments but thought it a good idea to move in together and have a spare apartment as she didn’t like being alone at night, and I struggled to get up in the morning!  Ideal!  We were inseparable and if it wasn’t for each other we probably would have gone home within the first 6 weeks but after that we got used to the home-sickness and started to enjoy ourselves!

My 2nd season Rachel and I were placed in Lanzarote again with a few others we knew.  I was so pleased but after arriving I was told there had been a mistake…2 days later I was sent on a ferry to Fuerteventura and said an emotional goodbye to Rachel.  It was probably the best thing that could have happened looking back, I became more independent and more ambitious.  I made it aware that I was interested in promotion and started to work towards a Team Leader role.

Whilst there I met my boyfriend Paul and we applied as a couple to go to Ibiza the following summer.  Ibiza was amazing! I was given more responsibilities to go for Team Leader and met some really cool people.  After a long, tiring summer in Ibiza both Paul and I made the decision to leave a week early and to return back to the UK.  Now I have been back 6 months and although I don’t regret my decision to leave, I am contemplating returning after this year out…it was my dream job and I miss it.  Especially working with the kids.

Moral of the story

No matter how hard you find it, give it at least 6 weeks or you will regret it.  Find out straight away who you can and can’t trust and don’t get involved in the bitchiness!  Take as many home comforts as you can.  Keep in touch with friends whilst away or you will have a nasty shock when you come home!

Try and get as many people to visit whilst you are away, it’s something to look forward to.  Most of all…don’t burn yourself out, but you are only young, you’re in the sun and the envy of all your friends, have an amazing time and make the most of it!!!!

Name: Arron Mitchell
Age: ???
Type of Rep: Family Rep
Tour Operator: Thomas Cook
Countries worked in: Cyprus, Tenerife & Spain

“I loved Paphos and I was really sad to go.  I was being sent to Tenerife for the winter and looked forward to returning for the next season.”

The interview

After applying to Thomas Cook I got an email saying that I had been successful and would have a telephone interview. They called me when I was at the station waiting for the train to Gatwick to take me on holiday!! I stood on the Platform in February, teeth chattering and shivering answering questions like “Give me an example of when you have provided excellent customer service? and how did you go the extra mile?” There was four questions in total after answering these I was invited to an assessment day in London!

I had to prepare a two minute presentation on an excursion of my choice. I chose one that I had been on in Kos and made a nice map and board to take with me!

On arrival at the interview venue I was the first one there. Feeling a bit of a lemon for about two minutes the others started turning up and we all started chatting. It is a good idea to be really outgoing and chatty at this point because I later found out that the assessors were watching us on CCTV! They then showed us into a room where they went through the day in a life of a rep. They also shared some horror stories!!

They put us in groups of five and we had five minutes to come up with a song and dance routine, we chose “We’re all going on a summer holiday!” with this ridiculous routine!

After a short break we had the presentations! I was shaking like a leaf (I had a real fear of public speaking!) I completed the presentation rather too quickly as I was jabbering away! We then had a series of tests to complete.Then we were called into a room one by one and we were assessed on our customer service skills. I was shocked!!! I was confronted by this raving Scottish lunatic screaming at me about her sofa! (you get a briefing of what you do but not what the problem is so you have to really delve to find out what it is) The raving Scottish lunatic ended up being my resort manager at a later resort!!!!

Mine was that the sofa hadn’t been delivered so I arranged an emergency delivery for her for later that afternoon and apologised profusely! (ALWAYS APOLOGISE!!!!)

After that we had lunch and then it was the one to one interviews! Mine were really nice, we talked about my history, what I have done and they ask you questions (mine were similar to the ones in my application form so I gave those again!).

Induction training with Thomas Cook

I knew they were going to call me at some point the next day and couldn’t stop shaking and was terrible. I was at work when I got the call. I was really happy but they needed me to go on the course that Sunday (I think it was a Friday when they called me!) I spoke to my boss and she was fine with it!

That Sunday I boarded a train for a LONG journey to Blackpool.

I didn’t arrive until 8pm. I went to the resturaunt and met two girls. And they were the only ones there. After dinner we went into town for a few drinks. Where we bumped into the rest of the group!!! They were very drunk! WARNING: THOMAS COOK HAVE SPIES EVERYWHERE AND THEY KNEW EVERYTHING WE GOT UP TO! After a few more drinks some of us went back to the hotel to get some much needed sleep ready for the following morning!

The next morning we got a telling off!! Some of the group had been clubbing and invited people back to the hotel and had a party in the rooms! One was sacked on the spot and the other five people were given final written warnings!

WARNING: Ok you aren’t getting paid but the company are providing your meals transport costs and also a lot of time, money and effort into your training. You are an employee of the company so you need to treat it like work and behave! You have an opportunity to let your hair down on the final night!

After that little blip we got to work!

We had a presentation about what to expect and what was going to happen throughout the week.  Sorry it may be a bit vague was over four years ago!!  They go through reports, welcome meetings and how to deal with complaints!

They go over all of these over Monday, Tuesday and Wednesday. We didn’t leave the hotel once and were up late every night with activities and preparing welcome meetings (in twos).

Thursday was the most horrific day! We were woken up at 4am with an emergency call. Most of us legged it down to reception to be told there was an emergency, we were sent into the car park to find a car registration and report back, make, model and colour of the car. Some people went to bed others stayed up chatting before getting an early breakfast and putting finishing touches to welcome meetings! At 9am it is welcome meetings where you have to do a full welcome meeting and deal with two customer service issues.

After lunch we were taken to the ball room where we were told we had three hours to put together a cabaret to perform at 8pm!!! After a quick discussion about what to do we split into groups to get organised! At 8 pm we put on our two and a half hour cabaret!!

After which they told us that we had all passed!!! We went out on the town and got slaughtered, trainers included! Mine got me hammered!!! Finally got to bed at 4am!!! So had been up for 24 hours!!! The next day we checked out and had our final presentation on how to look after yourselves and what to expect. Some of them shared personal experiences.

Then we had to sit in reception while we were called in one by one!

They tell you what you excel at and what you need to work on. They are also telling you where you are going! I was off to Cyprus!!!

Arriving in resort

Me getting to resort was soooo last minute!!! I went out on the Wednesday night with friends and on Thursday they called me to say I was flying to Cyprus on Sunday. I have to admit I was a bit shocked and was expecting a bit more notice! It was a bit of a rush and I had to run around town with a hangover and speak to my two bosses (had two jobs!) and my flat mates. I felt really bad letting them all down but fortunately they were really understanding!

I spoke to Thomas Cook and they told me I was flying out from Manchester so I had to get from Brighton to Manchester for a 9am flight! I explained my problem and they were really helpful and put me up in a hotel. I decided to fly from Heathrow to Manchester as it would be easier than lugging my stuff around on the train (they paid for my flight too! But only because it was cheaper than the train!). When I arrived at Manchester I went to the Thomas Cook desk to pick up my uniform and made my way to the hotel! In the hotel I thought I would try on my uniform to see what it was like and the fire alarm went off, not having time to change I had to stand outside in my uniform!!!

On the flight I sat next to another rep who I didn’t realise that she was until we landed at Larnaca! She is lovely and looked after me for the next few weeks! When we landed we met a team leader who put us on a coach to Paphos (2.5hrs away!!!) When we arrived we were put in a hotel that was not yet open to the public! I wasn’t bothered as the rooms were lovely! The next day we had the day to chill out and get our bearings. My team leader told us later that morning that he was short staffed as some staff had to go home that evening and he would need us to do welcome meetings!

The next day I did my first welcome meeting in front of 350 people!! I was totally honest with them all and I said I had only arrived the day before and I didn’t know where a lot was!!

The next few weeks were really unsettling and I felt a bit lost for a while. I was moved around a lot as well! after a couple of weeks I was told I was going to Limassol to meet the new reps and to go on all the excursions. I joined them a bit late as I had to wait for a rep to come and cover me so i could go on the course. It was really awkward at first because they had the first three days to get to know each other but they soon helped me settle in! The course was great and I had a great time and made some close friends there!

I loved Paphos and I was really sad to go. I was being sent to Tenerife for the Winter and looked forward to returning the next season! I never did go back to Cyprus as a rep though! I Went to Spain the following summer as they were short on experienced reps!

Name: Martin Crankshaw
Age: 23
Type of Rep: Family Rep
Tour Operator: Thomson
Country working in: Lanzarote

“It was an excellent holiday.  I fell in love with the weather and way of life.  After speaking to my Escapades Rep, I decided I wanted to be a rep!”

Hello there, I’m going to tell you a little bit about my season working as a rep overseas.  This is based on me working as a mainline rep (family rep).  But if you are going to be working as a young and lively rep: 18-30, Escapades, Freestyle or 2wentys, then the training and induction will be slightly different, longer hours and much more included.

Also you may find that the day-to-day of a rep I have included will be different once you are in resort as you will be guiding a lot more and probably working longer hours.  I have just included it as a guide for you.

In the beginning

I live just outside Glasgow and have lived and worked there all my life.  There is a point in everyone’s life when you get fed up with the same thing day in day out, working all hours under the sun in the boring nine to five job just so you can afford to go out and enjoy your self at the weekend.  Living in the same place year after year and not to forget the miserable weather especially up here in Scotland.  So I decided I was going to do something about it.

Two years ago I went on a lad’s holiday to Gran Canaria with two of my friends Ross and Dave, it was my first time abroad.  It was an excellent holiday, I fell in love with the weather and the way of life, after speaking to the escapades rep I decided that I wanted to be a rep!

So when I got home from Gran Canaria, I did a lot of research to find out as much information as I could about being a rep and how to get the job, I found most of it on the internet.  I was currently doing an apprenticeship in engineering and still had two years of it to complete, so I decided to complete it first so I would have an apprenticeship and qualifications to fall back on just in case things didn’t work out as a rep.  I would advise anyone currently at college, university, doing an apprenticeship or studying for any other qualifications to complete them first as a lot of reps do quit in the middle of the season and go home, due to exhaustion, family problems back home or just because the job is not what they expected. When they return home they find it difficult to get a decent job.

For people who are too young to rep or are still studying and have some time to spare, there are many courses and jobs you can do to help you gain employment as a rep, jobs involving sale, customer service, and travel industry related.  Any public speaking, language, first aid, travel or tourism courses etc. that you can put in you CV in order to increase your chances.  One of the best courses that you can do and one that is recognised by all the tour operators is the Online Holiday Rep Diploma Course.  It is one of the best ways to get into the job and it teaches you how to fill in the application forms correctly, preparation for the interview and what to expect at the interview, the job and what to expect in resort.

After spending a lot of time browsing through the internet trying to find information on being a holiday rep I came across Career In Travel website. It was just what I was looking for. After reading through all the useful information I decided I was going to go for it, so I signed myself up on the Online Holiday Rep Diploma Course.

Applying to the Tour Operators

After completing the online training, I started to complete the application forms contained within the training.  I completed in total 9 using the information given within Holiday Rep Diploma Course.

A week or two after submitting the application forms the emails started rolling in giving me the dates of the interviews and what to prepare.  Most of them tell you in the letter or email what to prepare and some tell you not to prepare anything.  This is what I was asked to prepare for a couple of the interviews I went to, but it may change from year to year.

Club 18 – 30 interview

  • Prepare a 2 minute presentation on yourself to present.
  • Prepare a 1 minute sale on an excursion or party night etc.
  • Prepare a 2 minute entertainment piece and perform it in front of the class.
  • Read the brochure as there will be a test on it.

Thomson interview

To prepare a 2 minute presentation on where you would like to work and why and present it to the group…

When going to any rep interviews try and remember to take along a calculator, plus bring along more than just one pen just in case you loose one, and also a note pad.  They some times tell you in the letter what to bring.

The interviews

 Club 18-30 interview

Club 18-30 interviews are held all over the UK, and mine was held in Glasgow, there were about 30 people there around 15 female and 15 male.  At the start they get you all into a room and tell you all about the job and what’s involved.  For the first part of the interview they split us up into groups of 3 and took 3 at a time through to different rooms, there were about 8 interviewers in total, and for our first presentation which was the 2 minute presentation on myself there were 3 interviewers and the other 2 members of my team. We each had to present back to the 3 interviewers. So we did not have to present to the class of 38 which was a relief.  The second part of the interview was our 1 minute sales pitch, and again in the same group of three we presented it back but to different interviewers this time, we had 2, my sale was a beach party.

After that it was time for our general knowledge, maths and brochure test. For the general knowledge test a week or two before the interview I would buy the sun newspaper as a lot of questions are based around what is in it.

for the next part of the interview we had to present our entertainment piece back to everyone at the interview  approx 38 people so be prepared, I sang the Proclamers and danced about like a maniac.

If you are successful up to this stage of the interview you will  all be given a one to one interview, they ask you various questions, why would you be a good rep, why should we give you the job, they also give you different scenarios of the kind of problems you may be faced with in resort and ask you what you would do to resolve them.  They also have a chat with you to get to know you better.

Escapades interview

My interview was held in Glasgow; there was about 10 of us there me and a guy Stewart that was at the 18 – 30 interview with me and about 8 ladies.  As we were not asked to prepare anything I wasn’t sure what they were going to ask us to do but once we were there it was similar to other interviews that I had been to in the past.

The first part was various presentations and team work activities.  Then we had to construct a sale from a list of topics and present it to the group.  For the entertainment section we were split into groups and asked to sing our favourite song in our teams of three and sing it to everyone in the room.  For the customer service section we had to do a role play, I was to be working at a customer service desk in Ikea and one of the interviewers was to come in with a complaint and we had to deal with it.

Again at the end of the interview they hold a two on 1 to find out a little more about yourself.

Olympic holiday’s interview

Amount of people at interview: 31, 29 ladies, myself and another guy. (A bit out numbered). The age range of the people at the interview were from about 21 – 50.

The first part we had to interview the person on our right and then stand up and tell the group as much as you could about them. Then we had a class discussion about the role of a rep and they asked us various questions.

We were given various teamwork activities and then group presentations, and assessed on this.  After this we had to prepare a presentation on our best ever holiday and why and present it to the group, just before the end we were given a maths and general knowledge quiz.  Finally we then had a one-to-one interview if we made it passed the first stage.

Thomson holidays

At my interview there were only six of us there and I was the only male.   The interview was in Edinburgh job centre in one of the rooms, for the first part of the day they asked us to introduce our selves and tell every one a little bit of you. They will tell you what to include.  I was the only one who stood up and introduced myself the rest just sat down and did it so I was ahead from the start.

They split us into teams and gave us problems in resort to solve. And present back.  Throughout the morning we were given various team work activities.  In the letter we were asked to prepare a 2 minute presentation on the resort we would like to work in and why.  So we all got up and did our presentations.  Once this was done we had a test. We had to complete an accounts sheet on the information given to us (excursions sold etc), also on the test paper we had to solve questions on problems in resort.

Then to finish off the day if successful up to this stage you will get a one-to-one interview.

I only decided to only go for the 5 interviews and to leave the other 4, as I had been successful with each of the interviews that I went for.  Depending on the tour operator you might find out if you were successful at the end of the day or during the next couple of weeks after. They will tell you at the interview when they will notify you.  I decided to accept Thomsons offer.

Thomsons new entrant training course

If you have passed the interview stage then you are nearly there, all it is now is the training course.  Training courses can run between 1 week to 4 weeks, depending on tour operator.  My training course was 6 days in the UK, and then another 10 day induction once in resort.

The days are long and intense. The training course day starts at 9am and usually finishes about 6:30- 7pm. then its dinner, after dinner on some days there was an evening activity, like a game show quiz (based on the job). Which was fun and we could bring drinks from the bar.  Every night was a late one as we had to prepare for the next day, exams, presentations, welcome meetings, sales etc.

Here is a day by day of the training course and what’s involved.  This is a very basic idea, every day involved lots of presentations and team work.  This is just to give you an insight into the training course I completed, but they wont all be the same for all the tour operators, but similar.

Day 1

Welcome and introduction 1
Welcome and introduction 2
Lunch
Week in the life of a rep
How you fit in
Tea break
Customer service
Performance skills
Dinner
Evening activity
Study and prepare (in your own time)

Day 2

Review of the day
Reservations
What are the highlights?
Airport
Lunch
Brochure quiz
Brain power – the positive approach
Tea break
Building a sale
Sales presentation workshop
Dinner
Study and prepare (in your own time)

Day 3

Review of the day
Sales delivery
Tea
Welcome meeting lesson
Welcome meeting follow up
Lunch
Sales/customer service
Health and safety
Welcome meeting video
Dinner
Study and prepare (in your own time)

Day 4

Review of the day
Present part of welcome meeting
How are doing so far (one to one interview)
Library time (study time)
Lunch
Conversational selling
First aid
Dinner
Evening activity
Study and prepare (in your own time)

Day 5

Review of the day
Quality control
Tea break
Handling problems
Lunch
Handling problems
Tea break
Monitoring you own performance in resort
One-to-ones / welcome meeting rehearsal.
Dinner
Study and prepare (in your own time)

Day 6 final day

Review of the day
Present welcome meetings
Prepare ‘story of the week’
Lunch
Passing out parade
End of course

Once in resort

A week after my course I got a letter telling me that I was going to Menorca in April; I gave them a phone and asked if I could start right away. 2 days later I got a phone call from them asking me if I wanted to go to Lanzarote on the 12th February, I said yes, I was over the moon and got my things packed and off I went to resort.

I was picked up from the airport and taken to a hotel where I was to begin my 10 martincrankshawstory5day induction.  The induction is intense, at my induction there were about 20 of us.  There are a lot of presentations and team work involved.  Some inductions are smaller or bigger depending on where you work.  Here is an idea of what you do in the induction.

  • Team work activities
  • Excursions – reps have to know what all the excursions are like and what’s included in order to sell, so they try and get you on as many as possible its fun but you need to do a lot of note taking so you can build sales.
  • Sales preparation – in your own time you have built up sales.
  • Resort ramble – working in a team and each team has a car and a questions booklet and you have to drive round the island and find places – police stations, apartments, hotels etc.
  • Admin and accounts – paper work, report forms, weekly accounts and how it’s done.
  • Visitors – visitors from local suppliers may come in to give a talk and hand out information, like car hire companies.
  • Health and safety and quality
  • Welcome meeting preparation
  • Customer service.
  • Airport. Normally also includes a visit.

Once the induction is finished you will then find out what resort, apartment, and hotel you will be working in and were you will be staying.  I stayed and worked in Puerto del Carmen in Lanzarote.

The good side to being a rep

Being a rep is great you get so work in sunny weather in a holiday environment so martincrankshawstory4every day is different and there is always something happening.  Away from the 9-5 job in the cold weather.  You meet lots of new people and make friends like other reps, bar workers etc.  I guarantee you it is an experience that will last you a life time.

Cheap, discounted or even free food and drink in restaurants, bars, normally free entry to clubs.  Don’t normally have to pay for excursions that your company sells, site seeing, boat trips, evening excursions etc.  Accommodation and bills are paid for by tour operator, we had my own private pool!

Commission on excursions and car hire. You can earn a lot.  Good career opportunities worldwide, long haul, short haul, ski, UK and moving up the ladder is quick if you are good at the job.

The downside to being a rep

The first 6 weeks will be the hardest, feeling home sick, settling in, learning the martincrankshawstory2job, be positive and don’t give up it does get easier and then you will enjoy the job.

Incidences in resort. Guests falling very ill, serious accidents, even death and rape, I never had to deal with any of this thank goodness.  Long tiring hours. (Depending on resort), flight delays and being away from home for long periods.

The good defiantly out weighs the bad.  People do say that all you do is deal with is moaning and complaining guests, well don’t listen to them; you will meet nice, friendly people as well. I hardly had any complaints.

A day in the life of a Holiday Rep

Here is a day to day as a rep. it will be different for everyone, Lanzarote is an easy place to work and I had a lot of time off.  With not many flight days, so that means less welcome meetings and not much guiding.

In Lanzarote we did not have a cabaret that all the reps took part in.  Also Lanzarote airport closes at approx 12:30am and opens at 6am so no going to the airport at 3 in the morning!

The times below are only a guide; this can change in the event of delays, getting held up at hotels etc

Sunday

9:30-12:30       airport

12:30-5:00       off

5:00-8:00         evening duties

Monday

9:00-12:00       welcome meeting/morning duties

12:00-             varies weekly accounts.

5:00-8:00         evening duties

Tuesday

Half day

5:00-8:00        evening duties

Wednesday

Arrival day but I didn’t have airport duties

you don’t have to go to the airport every day there is arrivals as you will be given airport shifts.

9:00-12:00       morning duties

5:00-8:00        evening duties

Thursday

9:00-12:00       welcome meeting/morning duties

5:00-8:00         evening duties

8:30-11:00        airport

Friday

9:00-12-00       welcome meeting/morning duties

5:00-8:00         evening duties

Saturday

Day off

This is based on me working in Lanzarote.  Remember if you want to work in a very popular, busy, lively, resort, you need to be prepared to work much harder.  Working in a place like Mallorca or Ibiza the hours are normally longer.  In the summer there are flights landing every day, the airport is open 24 hours a day. So your shift might be at 3am.

 

Doing the reps cabaret and rehearsals are in your own time.  Guiding excursions. martincrankshawstory3And hotel visits are normally 8 hours instead of 6. But it will also be an excellent experience.  If you want to last the season you will have to pace yourself or you wont last as it is a long season and when July/august come you will need the energy. So don’t go out every night and party and have hardly any sleep like I did as I was drained by the end of season. Late nights and drinking loads will also make you stressed and broke!

Good luck to you all. I’m off to Lanzarote and then I’m off to Mallorca. Hope this has helped you all and look me up if you are ever in Mallorca.

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Course Provider: Holiday Rep E-Learning Diploma Course Venue: All completed Online  Course Price: Only £29.00 (normally £99) and includes your 17 course modules, final exam, certificate and optional...