Rep Training Pack

REP TRAINING

PACK

1. TRAVELHOLICS OVERVIEW Day trips and European tours Job placements, Internships & Volunteer programmes

Rep opportunities

Established UK based student travel company

Key player in the University travel market Fully bonded and licensed tour operator

Specialists in UK & European travel for international students

Provide day trips and European tours for a number of UK universities

Arrange tours for groups and individuals

Exclusive visa application service for Europe tours

Trips to any European destination!

2. TRIP REPS OVERVIEW Definition of a tour representative

Rep benefits

Company expectations as a rep

Reps roles & responsibilities

Rep rules

Health and safety

Rep structure

DEFINITION OF A TOUR REPRESENTATIVE

As the public face of Travelholics, you must create an excellent first

impression and continue to provide outstanding customer service

to our clients throughout the duration of their trip. The role

involves looking after customers, handling tickets for attractions,

holding welcome meetings, handling complaints, resolving

problems as they arise and ensuring that everyone has a

memorable trip.

REP BENEFITS Attend trips for free!

Some optional group extras for trips will be paid for

Excellent addition to your CV, demonstrating initiative, teamwork and responsibility

Job reference provided you receive positive feedback

Qualified reps (must have repped at least 3 trips with positive feedback) will receive a rep mobile and cash to cover expenses of between 10 and 30 per day depending on the trip destination(s) and duration

An excellent way to meet new people and make new contacts

The chance to join an exciting and constantly expanding travel network

Opportunity to rep trips for a leading UK travel company to European destinations

EXPECTATIONS Always be knowledgeable (Never ever say I dont know).

Checking in regularly with your Head Rep and/ or Tour Manager

Promoting Travelholics trips on campus and social media Sociable, have a love of travelling and enjoy meeting new people

Prepared to operate outside your comfort zone

Exhibit the following traits: creativity, passion, an independent free

spirit, leadership, vision, mental strength, a driving personality, modesty,

initiative as well as a can do attitude.

ROLES AND RESPONSIBILITIES Meeting and greeting guests at designated meeting points

Checking customers in e.g. check passports, visas, insurance and issue

wristbands

Wear the Travelholics rep t-shirt at all times so that you can be recognised easily

Completing attendance registers

Make everyone aware of the itinerary and relevant contact numbers

Complete head count after every coach stop and deal with any missing persons

promptly

Organising and hosting welcome meetings

ROLES AND RESPONSIBILITIES

Handing out tickets and arranging entry for additional excursions and other

activities such as bar crawls

Leading activities such as walking tours and bar crawls etc

Responding to customers queries at all times of the day and night

You are expected to keep your mobile phone switched on and with you at all times

Handling customer issues, such as lost luggage or problems with accommodation, etc.

Dealing with unforeseen 'non-customer' problems, e.g. weather conditions

Resolving any conflict with or between customers

ROLES AND RESPONSIBILITIES

Establishing and maintaining relationships with excursion agents, coach drivers and accommodation companies

Maintaining an in-depth knowledge of the resort and the local area in order to answer customers' questions

Accompanying customers on excursions and acting as a guide

Taking part in and organising daytime and evening entertainment

Assisting in the support and training of new Travelholics representatives

Escalating any serious complaints to the management team promptly and with all relevant facts

REP RULES Preparation is the key

Always be prepared for the unknown

Behave sensibly and responsibly

Drink in moderation

Be available 24/7

Mobile phone on at all times

Have a great time!

HEALTH AND SAFETY Maps and itineraries will have hostel details and Reps phone

numbers

Tour managers are first aid trained

Headcount checks before every departure

Everyone will receive a wristband and/or a map with an emergency phone number on

Risk assessments carried out frequently can be provided on

request

REP STRUCTURETOUR DIRECTOR: Tour Manager reports to the Tour Director

TOUR MANAGER: Reps to check in frequently with tour manager

HEAD REP: Qualified rep: 3 trips with positive feedback (expenses & phone)

REP: Complete rep training (free trip + extras)

2. TRIP REPS SUMMARY Definition of a tour representative

Rep benefits

Company expectations as a rep

Reps roles & responsibilities

Rep rules

Health and safety

Rep structure

3. TRIP EXAMPLE OVERVIEW Trip example - Edinburgh What's Included

Optional extras

Sample itinerary Coach/accommodation

3. TRIP EXAMPLE: EDINBURGHEdinburgh is one of Europe's most beautiful cities, draped across a

series of rocky hills overlooking the sea. Being small enough to explore

easily on foot makes it the perfect destination for a weekend trip away.

There are plenty of attractions to visit such as Edinburgh Castle, the

Scotch Whisky Experience, Edinburgh Dungeons, Princes Street

Gardens and the Royal Mile. Edinburgh boasts an array of hidden

alleyway pubs, funky cocktail lounges and rocking clubs making it an

awesome city to experience a night out with Travelholics!

WHATS INCLUDED Return executive coach

2 nights hostel accommodation

Breakfast Saturday and Sunday

Edinburgh walking tour

Travelholics tour t-shirt

Edinburgh map with tourist information

Friday and Saturday night VIP club entry

Experienced Reps guiding you for the tour

OPTIONAL EXTRASGroup Extra's (Payable upon booking):

Friday Welcome Party and Dinner - meal and a drink

Friday night bar crawl - including 3 alcoholic drinks (choices; e.g

beer, spirit & mixer, jagger shot) and discounted drinks deals

Scotch Whisky Experience

Edinburgh Castle visit

Ghost Tour

SAMPLE ITINERARY DAY 1 Arrive at your accommodation this morning where you can safely store your

luggage

Start the day off with a walking tour of Edinburgh which will cover all of the

main sights

The afternoon is yours to explore the city, visit the Scotch Whisky Experience

(Group extra) or head to the Grassmarket area for a bit of shopping

Welcome Party and Dinner planned for tonight where food will be available

to line your stomach's for the night ahead (Group extra)

After dinner we will start the bar crawl (Group extra) which will take you

around the best bars, providing you with an alcoholic drink in each location.

Discounted drinks deals will also be available in each bar.

Tonight we have a club night planned with free VIP entry

SAMPLE ITINERARY DAY 2 After breakfast visit the spectacular Edinburgh Castle. Most of the

people will be attending so it is recommended to purchase your ticket

upon booking otherwise you will have to buy your ticket on the day at a

higher price (Group extra)

Make the most of your afternoon and visit the Edinburgh Dungeons,

explore the National Museum of Scotland or experience an impressive

Art Gallery

This evening take an Edinburgh historical ghost tour; this city is famous

for witch burning, grave robbing, body-snatching, and mysterious

murders (Group extra)

Another club night planned with free VIP entry

SAMPLE ITINERARY DAY 3 After breakfast a group photo will be taken this morning outside the

castle; we would like everyone to attend please, even if you are not

planning on going inside

Depart Edinburgh at lunchtime to arrive back late tonight

COACH/ACCOMMODATION

Where possible we shall allocate groups/societies/sections to the same hostel and or coaches

Depending on bookings and supplier availability we cannot guarantee that sections will be allocated together

If required we reserve the right to split larger sections and/or combine smaller sections.

3. TRIP EXAMPLE SUMMARY Edinburgh

What's Included

Optional extras

Sample itinerary Coach/accommodation

4. REP TRAINING CASE STUDY OVERVIEW

Rep Trip Case Study Edinburgh example trip

Run through trip from start to finish

Trip promotion

Bookings

Pre-departure information

During the trip

Post-trip actions

1. TRIP DETAILS

FAMILIARISE YOURSELF WITH THE TRIP DETAILS

TRIP WEBPAGE example itinerary, rough timings, whats included, optional extras

TRIP WEBPAGE

2. BOOKING SYSTEM

FAMILIARISE YOURSELF WITH THE BOOKING SYSTEM

WALKTHROUGH DUMMY BOOKING REQUIRED INFORMATION OPTIONAL EXTRAS DETAILS

BOOKING PAGES

3. TRIP PROMOTION

Make the trips memorable high trip attendance Trips have minimum booking numbers; usually 40 Make use of social media to promote Networking friends/course mates/house mates Sponsorship incentives for sections based on trip

attendance

4. PRE-DEPARTURE EMAIL

Trip email sent to all attendees 1 week prior to trip departure Responsible for ensuring you have adequate items Familiarise yourself with the trip details Confirm departure location address and final timings

Hello,

We are looking forward to Edinburgh this weekend when there will be 900 university students taking over the city!

Please take the time to read through this email as it contains important information about the tour Attached is an excel document with 3 tabs outlining pick up times and addresses, hostel and room allocations, and welcome party dinner locations.

***PICK UP POINTS AND TIMINGS*** Please make sure that you are at the pick up point at least 20 minutes before trip departure. If you are late the coach will not wait for you!

***WELCOME PARTY AND DINNER*** Locations for the welcome party and dinner will be at the following places; Three Sisters, Vodka Revolution, Biddy Mulligans and Malones.Food is the same at each location.

***WHAT TO BRING***

10 cash for hostel damage deposit; you will need to pay this to your reps on the coach on Friday (refunded on Sunday) It is a requirement of the hostels that everyone checking in as part of a group pays a deposit (N.B deposit for Budget Backpackers hostel is 12). Provided you hand back your key and the rooms are left in the same way that you found them you will be given this cash back upon check out Towel and toiletries; the hostel do provide towels at a small charge however we recommend that you bring your own towel. Please bring your own toiletries as the hostels do not provide shower gel, shampoo or toothpaste Photo ID such as a driving licence, passport or national ID card Student NUS card; you may be able to benefit from student discounts Warm clothing; please bring enough clothing for the weather as well as a raincoat/umbrella just incase! Comfortable shoes; the whole city is accessible on foot Camera and phone charger Spending money

***HOSTEL AND ROOM ALLOCATIONS*** Please find attached hostel and room allocations. THERE WILL STRICTLY BE NO CHANGES MADE BY TRAVELHOLICS Any swaps must be made amongst yourselves but within the same hostel and any changes must be communicated to your rep when boarding the coach

***There will be Travelholics reps on the coaches who will be around during the whole weekend in case you need any assistance***

***You will receive your Edinburgh map and tour itinerary on the coach***

***T-shirts will be handed out upon hostel check in***

We are looking forward to meeting you all very soon for what will be an unforgettable Edinburgh weekender :)

Best wishes,

5. ELECTRONIC REP PACK

Rep pack emailed 1 week prior to trip departure Trip specifics, timings, rep requirements and roles Repcards, rep checklists, map & itinerary, coach details, check in lists, dinner options, extras check in lists, emergency contact details save to smart phone

REP CARDS

REP CHECKLISTS

MAP AND ITINERARY

COACH DETAILSTHURSDAY 6TH FEBRUARY; 1 x 55 seater coach

PICK UP READING UNI AT 22:30 FOR A 23:00 DEPARTURE

Car Park 7, Whiteknights Campus, Reading, Berkshire RG6 6UR

EDINBURGH HOSTEL DROP OFF

10:00 Castle Rock Hostel, 96-112 Cowgate, EH1 1JN, 0131 226 215

EDINBURGH COACH PARK

The Britannia Coach Park, 200 Sir Harry Lauder Road, Edinburgh, EH15 2QA

The coach park will drive the coach driver back to their hotel, then pick them

up on Sunday. Please hand over 40 cash at the coach park (in envelope)

COACH CHECKLISTDAY 1; THURS 6TH FEB = READING TO EDINBURGH

Display coach number sign in window Its a full coach so 1 rep to sit on crew seat Check coach toilet is switched on Familiarise yourself with the DVD player Save the coach drivers phone number and vice versa Be aware that Reading added more people onto group extras last minute so people

will be paying cash for any extras added on after payment (collect this with hostel

deposit money)

Ensure all passengers board the coach (call any latecomers) One rep tick off names as passengers board the coach, the other assist with luggage Ask customers to present some form of ID showing their name to help find names

on the check in list

Once all passengers are on board all reps are to introduce themselves Introduce the coach driver too Reps roles are to ensure everyone has a great time; there as a point of contact,

will be at all optional extras to ensure that people there have paid and will help with check in/check out and coach journeys

Explain that the nature of the trip has a basic itinerary with optional group extras; people are welcome to do their own and/or stick with the group. Youll get out of the trip what you put in!

Everyone will receive maps/itineraries which will show timings for each and meeting point locations

Dont give too much info at 11pm; youll be handing out wristbands, t-shirts and maps to people later on in the journey

Due to arrive in Edinburgh early morning around 10:00; explain that coach stops are at the drivers discretion as they have strict driving hours and breaks to adhere to

When coach is parked up explain to people that reps will be somewhere at the service station; EVERYONE NEEDS TO FIND THE REPS TO HAND OVER 10 CASH HOSTEL DEPOSIT AND EXTRA MONEY WHERE APPLICABLE wristbands and t-shirts will also be handed out

For all group extras you will be asked to check in with a rep and have your name ticked off; this will check that only people who have paid can participate in the

group extras

Wristbands will be given to everyone to be worn at all times; have an emergency number on

T-shirts are to be handed out upon hostel check in

SERVICE STATION STOP(S)

Reps to set up in service station All passengers to receive a wristband and a t-shirt Some people owe additional cash for late booked optional extras

Everyone is to hand over 10 cash for hostel deposit Head count to ensure all passengers are on board DVDs to play on coach if appropriate An hour before due to arrive in Edinburgh pass maps around to hand out in coach Go through timings on map for the next couple of days; stressing importance of

punctuality; if not on time for any extras people will miss them and no refund will be given

Rep numbers are on maps; ask people to save these numbers into their phones Wristbands have emergency (emergencies only) number on; keep these on all

weekend as get you free entry into the clubs both Friday and Saturday night It is peoples own responsibility to ensure they are at the correct place at the

correct time Warn people no more copies of maps will be handed out so dont lose them!

Make people aware valid photo ID will need to carried around on them (bars and clubs may ask for it)

Tell people to make sure they know what rooms they are in and what group dinner choices for tonight they have (if applicable)

Pass around room list and group dinner options

Hostel check in; reception will give you keys; room numbers are not provided to us in advance so we have allocated room letters

The hostel require ID numbers for everyone so a list will be passed around on a clipboard with a pen for everyone to write their ID number down (passport/ID card/driving licence)

6. REP PACKAGE Sent by post 1 week prior to trip departure to Head Rep / sent

to coach company so will be on the coach when you arrive

Printed copies of documents within the rep pack; checklist,

maps etc

Wristbands, optional extras wristbands, optional extras tokens,

rep lanyards with rep cards, coach number plaque

Rep clothing

7. CONFIRMATION CALL/TEXT Confirmation call/text from your tour manager

Ensuring received electronic rep pack, rep package & fit to rep

Available for any questions/discuss any concerns

8. NIGHT BEFORE TRIP Pack use rep checklist

Fully charge phone/camera

Set alarm!

Allow extra time for travel in case of delays

Get an early night

9. REP BRIEFINGS Rep briefings take place at least daily (usually first thing)

Group meetings/1-2-1's/text/phone call

Required to 'check in' with tour manager for specific

events

Timings, locations, rep check in details will be provided as

part of daily rep cards

Ensure you are aware of duties

Inform your tour manager of any issues/concerns arising

10. COACH CHECK IN Ensure that all passengers booked onto the trip board the coach

(you will be provided with a passenger list which will have phone

numbers of the passengers so if any people are running late you

can contact them)

Assist passengers with putting their bags into the luggage hold of

the coach

See Coach checklist for reps

Detailed information and requirements will be listed -Clear

instructions are explained within the checklist

It is your job to brief passengers about safety and keep everyone

updated about the trip

11. COACH JOURNEY Introduce yourself to the passengers so that they know who to go to

if they have any questions or problems throughout the weekend

Inform passengers about safety on board (seat belts) and keep

everyone aware of timings for breaks and stops etc

Responsible for entertainment on board such as CDs/DVDs

Hand out wristbands, t-shirts and maps with itineraries to all

passengers

Explain the importance of wristbands (have an emergency number

on and get people free entry into the clubs) and talk through the

itinerary

Collect hostel deposits off everyone and hand out tickets for group

extras

Pass around the room list and dinner choices list

12. ARRIVAL IN EDINBURGH Explain timings for the day ahead and the procedure for check in

(cannot check in until the afternoon) and breakfast (everyone

has to present their breakfast token in the morning which will be

handed to them at check in)

Assist passengers with taking their bags out of the luggage hold

of the coach

Make sure that everyone safely stores their luggage for the day

13. WALKING TOUR One rep will lead each walking tour group which you shall be

briefed about separately

Familiarise yourself with the route via google earth and street

view

Rep cards will include narrative for key stopping points/tourist

attractions

Map showing the route will be provided within rep package

14. HOSTEL CHECK IN- Reps required to check in half an hour before customers

- Pay over hostel deposit (do this upon arrival)

- Obtain key cards/breakfast tokens

- Split keys into rooms

- Make sure you have a room list to check people off

15. WELCOME PARTY AND DINNER-Reps will be there to pass around the dinner list and ensure that the

correct number of people booked for dinner are present by checking

tickets

-At the end of dinner we have an optional 'jaggerbomb train' around

the bar; the reps will explain this to everyone during dinner and

collect money for jaggerbombs should people wish to take part

-The reps will be taking photos and videos

16. BAR CRAWL AND CLUB NIGHT-Bar crawl is ran by the reps which you shall be briefed about

separately

-Map will be provided as part of rep package

-Familiarise yourself with the route using google earth street view


-Reps will ensure that everyone from the group gets into the final

club destination

17. SCOTCH WHISKY TOUR-Reps shall be there early to collect the tickets and will wait outside

the main entrance to meet the group

-Tickets will be handed out to everyone and then people are free to

explore the castle at their own leisure


-Reps will ensure that everyone from the group gets into the final

club destination

18. CASTLE VISIT-Reps shall be there early to collect the tickets and will wait outside

the main entrance to meet the group for a group photo

-Tickets will be handed out to everyone and then people are free to

explore the castle at their own leisure

-Reps will be wandering around the castle taking photos and videos

19. GHOST TOUR-Reps shall be there early to meet the ghost tour guide and will meet

the group at the meeting point

Reps will have a checklist to ensure that the correct number of

people booked for the ghost tour are present


20. SATURDAY CLUB NIGHT-Reps will be in the hostel bar for 'pre-drinks' and will instigate

drinking games where appropriate

-Lead the group to the club and ensure that everyone gets in ok


21. HOSTEL CHECK OUT-Reps will be in the hostel reception to answer any queries and

follow up any rooms where people have not checked out on time

-Ensure you receive the hostel deposit

-Check on any rooms that haven't checked out on time -Assist

customers with luggage storage

22. GROUP PHOTOGroup photo will be arranged

Ensure all reps are present

Assist photographer as required

23. COACH CHECK IN-Ensure that all passengers board the coach (reps will have phone

numbers of the passengers so if any people are running late they will

contact them)

-Assist passengers with putting their bags into the luggage hold of

the coach

24. COACH JOURNEY-Inform passengers about safety on board and keep everyone aware

of timings for breaks and stops etc

Responsible for entertainment on board such as CDs/DVDs

-Hand back hostel damage deposits to everyone

25. END OF TOURWed like to say a huge thank you to the local boards for arranging the trip.

Everyone has been fantastic and our reps have enjoyed working with all of of you;

what a great crowd and lovely bunch of people you guys know how to party!

Lets look back at what an amazing weekend we have just had;

Friday club night with all 900 Travelholics students taking over a club The ghost tours

where one student even fainted!

Edinburghs beautiful castle, the walking tour of this incredible city

The scotch whisky experience tasting the delights of the citys beverage of choice

Saturday nights club experience where we partied hard

Making so many new friends and creating memories to last a lifetime

Make sure you check out the photos on Facebook and tag yourselves in them well

email you to let you know when theyre up!

Therell also be a video made from the weekend

26. POST-TRIP REQUIREMENTS- Trip rep feedback form to fill in (online)

- Issues/incident/complaint form to fill in (online)

- Online post-trip rep form self assessment to complete (online)

- Feedback will be requested from your tour manager regarding your

repping

- Post washed rep t-shirt, lanyard & tokens in the week following the

trip

REP FEEDBACK FORM

ISSUES/INCIDENT/COMPLAINT FORM

4. REP TRAINING CASE STUDY SUMMARY

Rep Trip Case Study Edinburgh example trip

Run through trip from start to finish

Trip promotion

Bookings

Pre-departure information

During the trip

Post-trip actions

5. POST TRAINING REP REQUIREMENTS

REP FORM TO COMPLETE ONLINE

PERSONAL DETAILS REQUIRED

PREVIOUS/RELEVANT EXPERIENCE DETAILED

AVAILABILITY FOR UPCOMING TRIPS

REVIEW REP TERMS AND CONDITIONS

COMPLETE REP DECLARATION

TRAINING COMPLETE

REP TRAINING

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Rep Training Pack

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