Unit 15: Working as a Holiday Representative
Task 1: Roles, duties and responsibilities of different holiday reps
Key roles and 18-30s resort rep Children’s rep Transfer Rep
Responsibilities
Maximise resort Maximizing resort profits is done by advertising and selling extras such as additional
profitability trips, ancillary services and others. The representatives’ role is to promote these
products to tourists and sell as much as possible.
Meet and greet Meeting the 18-30s Meeting and getting to Meet and greet the
group at the resort and know the children and customer at the airport
explaining basic info such explaining what kind of and take them by coach
as where they can be activities are planned for to their resort
found them
Transfers n/a n/a Transferring the guests
from the airport to their
resort when they arrive
and also accompanying
them during any other
coach excursions
Coach commentaries n/a n/a Give a quick welcome
speech or commentary
during the transfer coach
and share basic info
about the location
/resort
Welcome meetings Conducting welcome Introducing themselves to Do a quick welcome
meetings for new arrivals the parents and children meeting during the coach
and explaining the during the welcome journey, introducing
holiday itinerary, meeting themselves and the
facilities at the hotel, destination and handing
meal times etc out welcome packs with
excursion offers and basic
information
Notice boards Maintaining notice boards at the resort with n/a
information such as parties and bars to visit (for the 18-
30s) and other activities for kids (children’s’ rep) with
times, dates and locations.
Information booklets Should include info about the resort, promote any Handing out a booklet
activities and excursions and where to go to get more with basic information
information or to solve any problems and excursions available
to buy at the resort
Health and Safety Maintaining appropriate Health and safety checks Example of a health and
, checks health, safety and must always be performed safety check would be
security measures to to keep the children safe making sure that all the
keep all tourists happy during any activities and all exits are clear with no
and safe during their surroundings are safe for bags obstructing the
holiday the children to be around. doors on the coach
Property visits Visiting the properties to see all the guests they are n/a
responsible for and answer any questions or problems.
Reps need to know the resort and location well to
answer any kinds of questions.
Selling Selling any additional Selling any extra clubs and n/a
services or excursions to activities to children’s
tourists such as car hire parents
or parties
Calculating payments n/a
Collecting and processing payments received. Tourists
could be from all over the world so reps may have to
make calculations for payments in different currencies.
Administration & Completing report forms and carrying out basic Recording any complaints
paperwork accounting in line with their company procedures. or problems
Problem solving They must have initiative to sort out any problems They need to work well
quickly, also have enough stamina to deal with the most under pressure as they
difficult and demanding situations face many problems of
angry customers caused
by fight delays
Non-routine incidents In case of emergency the rep needs to know the local emergency numbers and first
(illness, emergency aid procedures if that help is required. Also for any illness or small injuries, the
situations) location of the closest clinic or hospital.
Organising activities Providing a range of Providing many activities n/a
interesting activities that that would be entertaining
would interest the 18 to to children of different ages.
30 demographics such as
parties
Managing groups Managing groups of 18 Managing and taking care Directing guests to
to 30s during their of the children during the coaches, checking them
holiday including any holiday resort activities. in to the hotel and
activities, events and This includes keeping them collecting them from the
excursions. Making sure entertained throughout the hotel and the end of
everyone is informed games and supervising their stay, accompanying
about the itinerary for them so there is no them to the airport,
the day. Also making accidents. directing to check in and
sure everyone is getting staying at check in until
to the resort safe after a all guests are checked in
party.
Task 1: Roles, duties and responsibilities of different holiday reps
Key roles and 18-30s resort rep Children’s rep Transfer Rep
Responsibilities
Maximise resort Maximizing resort profits is done by advertising and selling extras such as additional
profitability trips, ancillary services and others. The representatives’ role is to promote these
products to tourists and sell as much as possible.
Meet and greet Meeting the 18-30s Meeting and getting to Meet and greet the
group at the resort and know the children and customer at the airport
explaining basic info such explaining what kind of and take them by coach
as where they can be activities are planned for to their resort
found them
Transfers n/a n/a Transferring the guests
from the airport to their
resort when they arrive
and also accompanying
them during any other
coach excursions
Coach commentaries n/a n/a Give a quick welcome
speech or commentary
during the transfer coach
and share basic info
about the location
/resort
Welcome meetings Conducting welcome Introducing themselves to Do a quick welcome
meetings for new arrivals the parents and children meeting during the coach
and explaining the during the welcome journey, introducing
holiday itinerary, meeting themselves and the
facilities at the hotel, destination and handing
meal times etc out welcome packs with
excursion offers and basic
information
Notice boards Maintaining notice boards at the resort with n/a
information such as parties and bars to visit (for the 18-
30s) and other activities for kids (children’s’ rep) with
times, dates and locations.
Information booklets Should include info about the resort, promote any Handing out a booklet
activities and excursions and where to go to get more with basic information
information or to solve any problems and excursions available
to buy at the resort
Health and Safety Maintaining appropriate Health and safety checks Example of a health and
, checks health, safety and must always be performed safety check would be
security measures to to keep the children safe making sure that all the
keep all tourists happy during any activities and all exits are clear with no
and safe during their surroundings are safe for bags obstructing the
holiday the children to be around. doors on the coach
Property visits Visiting the properties to see all the guests they are n/a
responsible for and answer any questions or problems.
Reps need to know the resort and location well to
answer any kinds of questions.
Selling Selling any additional Selling any extra clubs and n/a
services or excursions to activities to children’s
tourists such as car hire parents
or parties
Calculating payments n/a
Collecting and processing payments received. Tourists
could be from all over the world so reps may have to
make calculations for payments in different currencies.
Administration & Completing report forms and carrying out basic Recording any complaints
paperwork accounting in line with their company procedures. or problems
Problem solving They must have initiative to sort out any problems They need to work well
quickly, also have enough stamina to deal with the most under pressure as they
difficult and demanding situations face many problems of
angry customers caused
by fight delays
Non-routine incidents In case of emergency the rep needs to know the local emergency numbers and first
(illness, emergency aid procedures if that help is required. Also for any illness or small injuries, the
situations) location of the closest clinic or hospital.
Organising activities Providing a range of Providing many activities n/a
interesting activities that that would be entertaining
would interest the 18 to to children of different ages.
30 demographics such as
parties
Managing groups Managing groups of 18 Managing and taking care Directing guests to
to 30s during their of the children during the coaches, checking them
holiday including any holiday resort activities. in to the hotel and
activities, events and This includes keeping them collecting them from the
excursions. Making sure entertained throughout the hotel and the end of
everyone is informed games and supervising their stay, accompanying
about the itinerary for them so there is no them to the airport,
the day. Also making accidents. directing to check in and
sure everyone is getting staying at check in until
to the resort safe after a all guests are checked in
party.
