You are the shop manager - an expert in the products you sell, and able to do the work of any of your staff.

The skills of your travel consultant team will determine how successful the agency is in selling holidays. Therefore recruiting staff and undertaking training and development to get the best out of them are key activities. You will spend much of your day on the 'shop floor', greeting people as they come through the door, directing them to useful brochures, and leading them to the consultant who is the specialist in they type of holiday they are looking for. You might join their conversation, particularly if you can add the final encouragement that leads to a sale.

The agency must look inviting to the casual passer-by, with an attractive window display, well arranged brochure racks, neatly presented staff, and uncluttered but business-like desks. You must also find time to liaise with tour operators, so that you keep up-to-date with what is available and can pass on customer comments and special requests.

Branch accounts and sales figures must be processed monthly, weekly or even daily, and despatched down the line to head office. Money and cheques accepted for deposits and bookings must be kept safely and regularly banked, and credit card transactions must be monitored so that there are no problems with invalid cards, or failure to obtain authorisation when the amount is over the floor limit.

You will liaise with head office and tour operators over promotional programmes for various holidays and travel deals, and window displays. Often you can take the lead in securing good publicity through your contacts with the local newspaper and radio, and by organising newsworthy events.

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Career

• Pre Employment Training
• Safe and Legal
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Type

• Customer Services
• Management & Leadership
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Duration

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• Give customers a positive impression of yourself and your organisation
• Make sure your own actions reduce risks to health and safety
• Contribute to supporting and developing colleagues
• Obtain and analyse customer feedback
• Monitor and Solve Customer Service Problems
• Build and maintain customers' profiles
• Contribute to maintaining the quality of travel and tourism operations
• Organise and implement travel and tourism promotional activities
• Generate increased travel and tourism sales
• Monitor business performance
• Provide leadership for your team
• Develop productive working relationships with colleagues
• Recruit, select & keep colleagues
• Help team members address problems affecting their performance
• Initiate and follow disciplinary procedures
• Initiate and follow grievance procedures
• Manage the delivery of customer service in your area of responsility

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