Recently, work has been very draining. It’s a very demanding job at the best of times but with August comes a whole other level. Unless you are a rep, have been a rep or know a rep, you probably don’t understand or realise just quite how busy a job it is. I know a lot of people don’t. If I leave a hotel at 11:30am, my guests think that’s it for the day and I’m off to the beach. My Instagram may look like a full time holiday but I only actually get one day off a week. So to show you the reality of the job, I thought I would give you a peek into a day in the life of a holiday rep during the busiest month of the year…
7:45 That dreaded time of day when my alarm goes off signalling the need to get up for work. Every day without fail, I hit snooze three times before getting out of bed at 8am.
8:00-8:30 Getting ready for work.
8:30-9:00 The drive to my hotels takes roughly 25 minutes and I generally have to car pool other people to their hotels too as there are only three UK cars in resort and nine UK reps.
9:00-9:45 First hotel. My first welcome meeting is at 9am. The amount of arrivals I get in each hotel always varies but for today’s welcome meeting, I am expecting 32 people across 11 rooms. I currently have an ongoing complaint in this hotel and I was stopped as soon as I entered the hotel by a new arrival wanting to make this complaint to me. Sadly, there is nothing that we can do for guests making this particular complaint as the complaint they are making is covered by the brochure. They are never happy with this response and are difficult to deal with but the problem for me is that there is absolutely nothing I can do and what I offer as an apology, they don’t want. At the moment, I have this issue almost every day and it means that a great deal of the guests in this hotel are unhappy with me because I can’t help them. After that, only one other room came to see me for my welcome meeting… no sales.
Complaints – 1. Sales – 0.
9:45-10:30 Because my second hotel is a bit of a distance from the first, I have been given 45 minutes in order to finish up in the first hotel, drive to the second and set up in the second. If it’s a quiet day, I usually grab a quick breakfast during this time but today, no time.
10:30-11:30 Second hotel. Second welcome meeting at 10:30am. For today I have 36 people across 15 rooms. Only 4 rooms turn up, 2 make complaints but I make some sales so it’s not all bad. The complaints are simple room changes and dealt with immediately.
Complaints – 2. Sales – 2.
11:30-12:00 Drive to third hotel.
12:00-13:00 Third hotel, third and final welcome meeting at 12:15pm. Today just 7 people in 3 rooms. No one turned up. Bad for meeting my sales target but gives me the opportunity to do some catch up work. A lady in my first hotel has been making various complaints throughout the week. This morning, she sent me further complaints via email which now I investigate and respond to. This hotel is my quietest and I don’t always see people but a couple came for a chat and I made some sales.
Complaints – 0 (+1 via email). Sales – 2.
13:00-14:00 Lunch hour. I’m lucky enough that all of my hotels let me eat for free but it’s not a peaceful dining experience because someone always interrupts to ask a question and everyone is watching you like you’re an alien or shouldn’t be eating there.
14:00-17:00 I spend time in each of the hotels again in the afternoon. In the blazing heat, I deliver welcome packs to rooms that did not attend my welcome meeting along with departure letters and any notes I need to give to people. I receive another two complaints this afternoon along with one sale and a variety of questions.
17:00-18:30 Before my airport transfer, I have time to grab some food to take to the airport with me and pop back into the first hotel to discuss the complaints that were emailed to me with the manager.
18:30-23:00 Transfer to the airport, assist with airport check in, greet the new arrivals and accompany them on their transfer to the hotel before jumping in the car and finally heading home.
Total complaints: 6. Total sales: 5.
After writing all this down and reading it back, it doesn’t seem like a stressful job so maybe this post was pointless. However, when you have three hotels, three welcome meetings and you are here, there and everywhere, it is very busy. The complaints you receive in August are not standard, easy to deal with complaints. It is always difficult customers who are not easy to please and discussions can get quite heated. I absolutely hate August but the end is in sight and I just can’t wait for September!
All opinions are my own and just that: opinions. This blog post is not sponsored or endorsed in any way.