Avoiding jargon and slang: it is really important that holiday reps avoid using slang words as some of the customers can find it offensive, people like to be spoken to in a formal and the same time polite manor. This can happen when a holiday rep is having a conversation with a customer it is important that the holiday rep will remain professional and polite but at the same time be outgoing and have a sense humour; sometimes the use of slang words can seem unprofessional.
speed of delivery: is about how quick you talk about a particular thing, it is extremely important when emphasising the holiday rep must speak slowly, usually when holiday reps speak slowly it is about an important matter, this can be used when issuing something about the health and safe regulations, it is vital that the customers understand and remember what has been said to them, one of the techniques of getting people to remember something is by speaking slower.
accurate written documentation eg notice boards, messages, completing factual reports:
Social skills
creating a rapport with customers and colleagues: this is when you find something you share with your customer colleagues, (Eg if two people where the same nationality with someone means that u have something in common, this is important for colleagues and customers as it gives a good atmosphere to the trip, another (eg if someone’s relative dies and they find out that there colleagues are going through the same difficulty these to individuals will find much easier to hand the situation because they will feel that its not only them that are going through hard times. When a customer has something in common with the holiday rep there will less chance that they will complain about something, this is a positive thing for the holiday as at the end of the holiday all customers will fill in form that says what they think of the services they received.
Providing a welcome: when holidays provide a welcome gathering it is really important that deliver the speech fluently and consistently. Being polite is one of the main aspects as it makes the customer feel at ease and welcome. If peole don’t feel welcome they will complain which can lead to the organisation getting degraded and ranked lower, this can also lead to the holiday rep loosing his job. Most holidays reps work for a private owned organisations, the main aim to to try and sell products to the customer that is why making feel welcome is one of the most important factors of being a holiday rep.
Empathising is when a customer has an injury the holiday reps are there to provide them with the support they need to overcome the difficulties (Eg the holiday will use the welcoming skills when empathising with the customers, if a customer has got a hangover and not feeling very the holiday rep can comfort him and support him.
Listening: to show your listening to someone you must give them eye contact, it is really important the customer feels like there heard and listened to, a holiday rep can show that he’s listening by gestures and there posture. For holiday rep listening to customers happens daily (eg if a customer wants some information about a particular place they will go and ask the holiday rep.
providing a helpful and friendly service: it is important that the Holiday Reps prove helpful and friendly service as it has a big impression on the customer being rude to a customer is not professional and extremely disrespectful as most holiday makers go on holiday ones a year to have a good time and expect a good customer service.
going the extra mile Eg a customer might ask for advice on a rout to take that leads to the beach, the holiday reps will politely direct them to the destination they want to go to, if they still find it difficult to go the holiday rep might spare he’s own time and go with them to show them where the beach is. This will have a good impression on the people and they will feel greeted.
Presentation skills
Product knowledge when answering customer inquiries it is important that Holiday reps have a good standard of knowledge about the Resort, if they get asked questions by the customer they must provide them with the right information. When preparing welcome meetings have to look confident and the holiday reps need to make sure they are positive and sure about the information they are giving to the customers, when selling a product to the customer, it must be done in an organised and professional manor and,. Product knowledge is an important matter because it affects the customer; tourists would want to know about the area or trips they are going to go on. Holiday reps must have knowledge about the all exclusive hotel food and drink and the history of the place where they are working in. if customers get given a good standard of information they will feel welcomed and cared for, this will have a lasting effect on them as there will be a possibility they will come back to the same resort.
preparing for presentations overcoming nerves is one of the main areas that holiday reps struggle on its extremely important to be consistent when delivering a presentation, behaving in a professional manor is vital but at the same time a holiday rep can humour to the presentation before the presentation the holiday reps can take deep breaths imagine as if they are only talking to one person not a big group, that is sometimes risky as it is a little awkward if the people don’t find your joke amusing. When delivering a presentation to a small group a holiday needs to give eye contact to all the customers equally. Using cue cards is an effective way of remembering things, in some cases holiday reps can sound like a computers and it is important that the presentation comes across as natural. That is important as the customers will feel that the person is interested and passionate in the presentation not just doing it by force.
Presenting to large and small groups. It is not the same presenting a presentation to a small group to a big group of people. When presenting a presentation to a small group the holiday reps have to give eye contact to all customers equally, they can also give the customers a chance to ask any question related to the presentation this is how the Holiday reps and customers create a rapport, when selling a product interaction with the people will be vital because with the customers the holiday reps face losing their job. the positives out of this is that the customers will get a response to their question and socialise with the holiday rep. when presenting to a big group the holiday reps must speak louder as someone might be having a chat it is also good if they can identify a person that is outgoing and bubble this can mean the other less outgoing people can follow.
Quality, accuracy and format of written information. eg notice boards, Eg if the holiday reps gives an emergency number and its wrong, someone could be hurt and in need of help this can be a matter of life or death situation, this is why it is extremely important that the information given to the customer is 100% accurate, another example is if a holiday reps gives wrong time for the transfer this can result in someone missing there flights which can result in them waiting over 24 hours for a transfer to another flight, the final eg if a holiday rep sends a message to a customer and it is written in slang sometimes the use of slang word may not be understood by people which means the holiday rep point is not put across in the message. Customers will feel let down if one of these examples was to occur and the holiday rep may face losing his job.
Presentation of self:
Behaviour on and off duty: in the Holiday rep industry the Holiday reps have to behave in a certain way, as they are representing themselves and the organisation, they have to have respect for themselves and others. This will give a good impression to the customer as they will feel welcomed and wanted in the resort.
formal and informal uniform requirements: formal requirements are when you are giving a uniform and must make sure all the items of clothing given is clean and ironed at all times, this will enhance the customers holiday experience as they will feel reassured and feel they are in the hands of professionals. Informal uniform requirements eg if you go in a night out you have to wear a shirt rather than a t shirt and trousers rather than jeans.
personal presentation eg jewellery, a holiday rep can only wear jewellery to a certain extent they can wear a small chain and a ring, they cant wear something big and noticeable, they can wear make-up but not too much they have to look presentable but at the same time professional , piercing are not allowed in places noticeable t, tattoos depending on how much tattoos holiday reps can get away with having a tattoo, smoking is not allowed whiles a holiday rep is in uniform that is including breaks , chewing gum is considered unprofessional. Some customers might not like the smell of smoke this is why it is not permitted.
Personal hygiene. This means the holiday reps have to brush their teeth have a shower every day and use deodorant, it is important that holiday reps look and smell nice. People find it hard to tell someone they smell, it is very inappropriate to make such a remark. It important that holiday reps maintain good personal hygiene as the customers expects the professional to look and smell presentable.
Projecting a professional company image. This means the holiday’s reps have to always know that they are representing a company and not only themselves, the way they walk should be up straight and confident and the way they way they talk should be appropriate. This means the customer will feel more at ease and secure as they will be aware that they are in the hands of a professional organisations.
maintaining a high profile in resort: to be a holiday rep you have to be able to talk and mix with groups of people you don’t know that is why it is important that holiday reps need to bring attention to themselves they have to be noticed out of a crowd, this is a positive as customers will get to know the holidays reps and get to ask them questions about the resort and places to go.
by
eneszaza (student)
