Once holidaymakers reach their destination, they expect you to make sure everything (even the weather!) comes up to their expectations.

You will be at the airport, station or coach terminal to greet them on their arrival, and will need to have sufficient local knowledge to advise them on the best places to eat, drink and visit. You will also need to be able to answer their questions, sort out any problems or complaints, and help them if there is a difficulty or emergency. Usually, you will accompany them to their hotel or apartment, assisting with check in and helping to get their luggage to their rooms. This is the time for a special welcome, to get to know as many people by name as possible, and to put everyone in the right mood to enjoy their holiday.

The next day there is usually a welcome party, where you can tell everyone about the tour and entertainment packages on offer, what days and times you will be at their hotel to provide further help, how to contact you in an emergency, and other domestic details to help their holiday run smoothly. Here, you will give them a taste of what goes on the resort, the places to go, and where to avoid. You will also give advice on local customs, banking hours, personal security, shopping, souvenirs, restaurants, bars, discos, and so forth. At the close of the session, there is usually a chance to answer questions, and sell tickets for local excursions and entertainment.

Sometimes you will act as guide for the excursions, and help to arrange the entertainment. Your role may involve setting up and running children’s activities at the resort, and extra care is required to ensure that they are safe. You have to be ready to deal with an emergency at any time, such as an accident, severe illness or even the arrest of one of your group. Complaints should be acted on quickly.

In the quieter moments, you will have various administrative tasks to do, such as preparing for the next group, confirming tour arrangements, and completing reports for head office.

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