Overseas/Holiday Reps are also known as Customer Services Rep, Resort Rep and Overseas Rep depending on the tour operator you work for but they all basically have the same role. To be a successful overseas rep, you must be outgoing, enjoy meeting and interacting with new people and embrace new experiences and cultures. It is also important that you have excellent sales skills as well as an energetic approach as it can be a very busy but very rewarding job.
The role will often include meeting customers at the airport, presenting them with information that is useful and accurate, holding welcome meetings, visiting hotels on a regular basis to offer guidance and support, displaying high levels of customer service and resolving any problems in a calm and collective manner. Other aspects of the job include guiding excursions, carrying out health and safety checks on the hotel/s and completion of paperwork.
There are many different names for this type of rep, young person’s rep, Club 18-30, Escapades Rep, 2wenty’s Rep, Club Freestyle Rep However, they are all essentially the same. A young person’s rep is a person that ensures that groups of men and women aged between 18 to 35 have the time of their life on holiday. By applying to become this type of rep you will be sent to the liveliest and busiest resorts. The main responsibilities of a club rep are almost identical to that of a holiday rep.
However, in addition to these daily esponsibilities they must also organise the evening entertainment such as pool parties, bar/pub crawls, party nights and beach parties. And while you guests are sleeping you will need to be up early to perform your daily responsibilities such as holding welcome events and dealing with customer complaints.
An entertainment rep is a very demanding role and you will also be expected to join in a wide range of other activities to assist the overseas reps. During the day, you will be making yourself known to the customers, helping everyone join in the fun and presenting a full and varied programme of family focused activities. During the night, you will be on centre stage performing a wide variety of shows to provide the evenings entertainment. From performing in West End style productions such as Frankenstein and variety shows to hosting TV game shows to keep the children entertained.
For this role you will ideally have a talent or keen interest in dancing, singing or performing although it is not essential.
These will often perform a similar role to that of the entertainment rep with their focus mainly one the younger children. They are often in charge of kids clubs providing a welcomed break for parents while at the same time, organising games, challenges and activities for young children to ensure they enjoy every minute of their holiday. This role requires a number of key skills. For example you must enjoy working with children and have the patience to deal with children. Their parents will only want to leave their children in your hands if they feel you are confident and capable in your role.
As this role specifically deals with young children there are often stricter requirements when applying for this role. You should ensure that you check with the operator as to what these requirements are. Many will often require at least 6 months experience of professional childcare and/or a childcare qualification at NVQ 2. Alternatively, you may be eligible if you hold qualifications such as BTEC National Diploma in Childhood Studies. You will need to check the requirements of the tour company you want to join.
A transfer rep is somebody who mainly accompanies holiday makers to and from the airport and hotels. A transfer rep is normally the first person the holiday maker sees to represent the tour company so must always be friendly and approachable as they are the face of the company. During the coach trips 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.
Transfer reps must also ensure that the guests are booked into their accommodation and that they are dropped off and the correct resort. In the event that the departure flight is delayed it is the responsibility of the transfer rep to keep the customers informed of any developments. As with the role of overseas rep the transfer rep may also act as a guide on excursions.