Inside Story - Holiday Representative / Cruise Shore Excursion Manager



Julia

Age Range
36-45

Countries of Work
UK

Study and Career History
. Left school with an average education - 1 O level 6 C.S.E Passes
. 1985 - 1988 - Began working life in a shoe shop as a sales assistant
. 1988 - 1995 - Then moved on to work in a Bakery, stayed there for 8 years and within that time became the manageress
. Undertook a COTAC travel & tourism course at evening college.
. To add to my CV I decided to take a weeks holiday and spend it doing work experience in a Travel Agency.
. 1995 - 1997 - Offered position of Holiday Representative
. 1997 - 2000 - Then tranferred to cruise and worked on board ship as cruise staff, I was then offered position as shore excursion coordinator, and then progressed onto Shore Excursion Manager.

How long have you been doing the job?
6 years overseas 3 years shoreside

Did you decide on your career path or did it all happen by accident?
In all honesty I had no clue what I wanted to be during school, I loved art and drama and had ideas of doing something different. I think it came firstly from my parents, they began to take overseas holidays once myself and my sister had grown older. Also my parents bought me up with good values which also go along way. The biggest influence however was my own personal travel and a desire to lead a far from normal life.
My Dad and Mum were great support and my Dad spent many hours waiting around for me during interviews!

How did you get your "Glamour Job" ?
I left school without much of an idea, I was very interested in art and drama, but when I left school it was more important really to start earning money than perhaps going to college.So my first job was because it was the only job I found suitable at the time! I desperately needed a change and I had worked at the bakery as a Saturday girl and a job vacancy came up. So from the beginning no my career path was not really planned. It was after several holidays abroad I would find myself in envy of the representatives and wished that I could be them instead of me! This then stayed with me constantly and in the back of my mind I knew that I would get there eventually. At this time I really knew what I wanted to do but at the time it seemed impossible. In some ways it happened by accident as my personal circumstances changed unexpectedly. This then gave me the free hand that I needed. My only experience was customer service and my managerial role was a plus - but I decided I needed to obtain some travel background and make the dream a reality.

What does the job involve?
Holiday Representative - the main role is to be on hand for guests to ensure that they have a great holiday experience. You provide a welcome get together where you would advise all guests the details of the local area, things to do and see, things to watch out for, arranged tours and hotel facilities etc. The job is 6 days a week spent in your alloted hotels or apartments and in the local office. The job does also involve a certain amount of paperwork, this includes arranging welcome letters and welcome packs, rooming lists, tour sales, and departure letters. Airport duties are also involved and this may be day or night, the night shifts may sometimes finish at 0600am! The role is incredibly varied, one day you may be providing information, resolving problems, liasing with hotel managers and staff and the next day you may be having to assist in a medical emergency or undertaking health and safety checks or being a shoulder to cry on for some guests. You may also been involved in providing entertainment including a spot of bingo calling!

Cruise staff - this involves most of the above however this time you are on board ship.

Shore Excursion Manager - the role is to provide all passengers on board ship a full range of shore excursions in each port of call. You will provide a port showcase which is a presentation of all ports of call on the upcoming cruise. You book all tours for the passengers, provide the local agents with figures, book coaches and guides etc. Liase with on board departments. Check that and health and safety are adhered to within each port. Carefully vet all tours to ensure that quality is maintained in the itineraries. Provide an information service for independant passengers on each port of call. Man the shore excursion desk on board.

Describe a typical day at work.
Holiday Representative - Go to the airport to collect incoming guests. Take coach to the resort and all necessary hotels / appartments. Provide welcome speech during the coach journey.
If a night transfer, you will go straight to bed once finished as you may have a welcome get together first thing am! If a day transfer then you may have a welcome get to gether that evening. The next day is a typical day - you would provide a welcome get to gether and greet all of your new guests at each of your hotels / appartments. Sort any problems etc that may arise. You will then head back to the office to book any tours or liase with supervisor if there are any problems. You will then have another hotel to go to and do the same as above this maybe that afternoon or evening. A day generally is from 0900-2100, however you will get breaks in between and may have time for a quick siesta! Once you get to know your guests your days will be spent visiting them.

What do you like most about the job?
The chance to experience working in a different country and to really get to know a different culture. You also become part of one big family and make some everlasting friendships. It was always very rewarding when you have helped out guests and they show their appreciation, it was nice to think that you played a part in making their holiday memorable.

What don’t you like about your job – if anything?
Unfortunately you are on the recieving end for everything that may go wrong even if it is not directly connected with you or the company. You can be verbally shouted at in an abusive manner at times. You also get to see a very different side to some of your fellow citizens whilst on holiday, and you can also spot a proffesional complainer for miles!

During your teenage years did you have much vocational guidance from school, university, family or friends? What was your biggest influence?


If you took end of school examinations did you get exam results you were happy with from your education?
I left school at 16. As I wasn't really sure what to do when I left school my exam results unfortunately had very little meaning. I was a classic example where my first years were all A grades and then my third year went downhill. I must admit I enjoyed having a giggle rather than studying.

Do you think that what you studied in school or in your further education was right for the career you are in now? Any regrets?
To be honest my academic qualifications had very little bearing on my travel career.My further education at evening school certainly did help and the level of English that I achieved in my exams. The ability to communicate effectively was essential and I think this assisted when I wrote my letters of application and also at my interviews.I also like to think that my personality helped.

Have you taken further studies since leaving secondary or tertiary school. If yes, what did you study and why did you decide you needed more qualifications?
Yes, I studied a COTAC travel and tourism course to provide me with a travel qualification on my CV. I had no previous association with travel employment and felt that this would enhance my application.

What was your first job?
Sales assistant in a shoe shop

What has been your most bizarre or challenging job to date?
The jobs as decribed above have really been the most challenging, they have also provided many bizzare moments too! Also during my most recent employment whilst on a business trip I had to carry boxes of leaflets back from Russia to Tallinn. I was travelling on board a coach which was completely full of local Russian / Estonian passengers taking us back to Tallinn. At the immigration check the boxes were queried, it was a real challenge trying to explain to all non English speaking Russian police officers what they were for!!! That was also certainly quite bizzare! Thankfully they let me carry on with them!

What is your ultimate goal.... is this it, or do you have a pinnacle you have yet to reach?
I reached my ultimate goal whilst working overseas. I met my husband and returned to the UK to marry and have remained working within travel. My most recent employment continued working within shore excursions which for me was just great but unfortunately I was made redundant. So funnily enough I am now in need of a new career path and after having reached my dream job once I am hoping that with inspiration I may achieve another dream job.

What are your top tips for personal success?
Do your research into the job you want and be willing to put in extra studying or work experience. Believe in yourself, even if you are in some doubt wether to go for the job, if you don't try you will never know. Patience, as things don't happen overnight. Always be well organised and prepared in advance when you get that all important interview. Finally let your personality shine through!

Any comments?
I hope that my story inspires

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