Holiday representative : Training

Tour operators provide new holiday representatives with training in the UK before they are sent out to their resort. They then complete their training programme once they have arrived in the resort where they will live and work.

The length of training courses varies between tour operators. These intensive sessions are aimed at equipping new representatives with all the guidance and preparation they need to work in an overseas resort. They cover topics such as:

• how to run a welcome meeting;
• customer service;
• sales techniques and best practice;
• health and safety;
• entertainment and excursions.

New representatives are also shown how to deal with common problems that may arise. The induction is an opportunity for representatives to meet each other and start building a network of other holiday representative contacts in other countries and resorts.

Representatives usually have time in the resort to familiarise themselves with the local area, accommodation and excursions before the holidaymakers arrive. 

Holiday representatives that join part way through a season are still given a training and induction period in resort and there may be another holiday representative who has been working in your accommodation who can complete a handover exercise, warning you of problem areas and preparing you for the weeks ahead.

The rest of the training is on the job. New representatives are supported and assessed by head representatives or resort managers. Usually new holiday representatives begin on a probationary period and have to pass certain assessments before being passed off as a fully qualified holiday representative.

Some tour operators encourage (or require) their representatives to obtain relevant NVQ qualifications, e.g. in travel services, while they are working in the resort.

In-house supervisory/management development courses may also be provided and holiday representatives usually receive ongoing training throughout their career, sometimes being brought back to the UK for refresher courses on best practice or training on new procedures.