1. Resort Rep..... Airport Duties and Transfers.... Unit 214 – Task B June Glackin

2. Resort Rep – Airport Duties and Transfers... A transfer rep is normally the first person the holiday maker sees to represent the tour company so must always be friendly and approachable. During the coach trips down to the resorts you will be responsible for conducting a welcome talk that includes details of basic information about the resort, which drop offs you will be going to and how long the trip will last plus most importantly about when their welcome meeting will be conducted.

3. What do you need to do.... 1. explain the range of tasks involved in preparing for airport duties 2. explain the responsibilities of a representative on arrival transfers 3. explain the responsibilities of a representative on departure transfers 4. explain the importance of meeting and greeting customers positively 5. describe how a resort representative should respond to potential problems 6. identify the correct use of a microphone during the course of duty on transfers.

4. How are you going to do this.... You have been working as a Resort Rep for a season and have been recognised for your high level of customer care and enthusiasm within your role as a resort rep. Your resort manager has asked you to design a briefing sheet for the new recruits that will shortly commence their training as a resort rep .....

5. The Briefing Sheet.... The briefing sheet should explain their tasks and responsibilities when undertaking airport duties including: Meeting and greeting customers Transfers to and from the airport Responses to potential problems

6. Group tasks.... You will be split into small groups by your tutor, each group will be allocated a topic to work on from the following: Airport Duties Arrival Transfers Departure Transfers Each group are to discuss and research the different types of activities that they feel would need to be undertaken within their allocated duties – and present their findings to their peers!

7. Resort Rep – Meeting and Greeting... “You never get a second chance to make a first impression.....” So why is it so important to ensure that your guests receive the best possible level of customer service, and what can you do to ensure that they do.......

8. “what can go wrong.....will go wrong.......” It is inevitable when working as a resort rep at an airport, problems will arise....but what these problems are and how you deal with them can have huge impact on the customers holiday experience......... So what can happen........

9. Potential Problems..... Flight Delays Lost Luggage Overbooking on flights / accommodation Illness Drunk passengers Lost passengers Missed flights Strikes breakdowns lost documents

10. Possible Responses: Ensure customers are updated Arrange alternatives Provide refreshments Provide guidance and support Remain professional !!!!

11. Go..Go..Go... Get cracking on your briefing sheet...the clue lies in the title...”sheet”.....this means one page!!! It must include the following: The roles and responsibilities of resort reps when undertaking airport duties including: Meeting and greeting customers Transfers to and from the airport Responses to potential problems