11 JAN 2017: The destination rep at the resort where you send your clients can be your important asset. These are the men and women who meet your clients at the airport when they arrive. You of course have explained the difference between the time share/vacation club sale’s people and the rep.

The reps usually carry signs and wear the uniform of the tour operator.

They’ll tell them which bus to get on to reach their destination and make sure they catch the right one. They describe the scenery as the bus travels, explain the check-in procedures and suggest that your clients attend their orientation meeting at the resort.

Encourage the clients to go as it will be one of the best one-hour time investments they make. That sounds so simple, but it is amazing how many of your clients don’t know that it is not just an hour of buying tours.

The rep will tell them about the water, and if it is safe to drink, explain the local transportation system, tell them, of course, about the tours available, mention good places to shop, great cafes to try and people watch, and the “happening” nightspots.

The rep will caution your clients about certain nightspots and fill them in on the uniqueness of the destination.

They know because they live there and have studied extensively to help your clients have a wonderful holiday.

More important, most of them have the authority to fix problems when they happen. If there is a problem with the room, they help straighten it out. If there is a medical emergency, they help find proper care. If your client does something foolish and ends up in jail, they help. And if, God forbid someone dies, they will help the family get the body home. They will also help your client get home if something happens requiring they cut short their holiday.

Years ago, Canadian Maryse Bibeau, a rep from Signature Vacations allowed me to follow her around for a week to experience what the life of a rep is like. She took such a personal interest in her guests that if a guest didn’t show up she sent them a note, saying she missed them and hoped they’re drop by during her desk hours, so she could chat and help with any problems, and of course make sure they know when to check out of the room and be ready for the return flight.

Maryse had been known to deal with a domestic dispute by moving one of the participants into a separate room, or in the worst scenario calling the police. She was the one the hotel called when one of her guests had over-indulged and was wandering around the pool naked. I watched in awe as she listened patiently to a guest wishing for a second bathroom hook. It was ruining their holiday said the guest.

I met Barbara Palanco Gibson long ago when she too was a destination rep  The next time I ran into her she was Caribbean manager. Today she’s with WestJet and her title is product manager.

“I asked her the number one skill needed to be a good rep and she said “marriage counselling,” and next is being an air-conditioning mechanic.

Keely Schierl, who worked as an Adventure Tours rep before moving on to owning a very successful gourmet grocery store in Dwight, Ontario says: “Being a rep gave me experience in problem solving and decision making. It was a great opportunity, and every young person should have an opportunity to do it.”

At Sunwing’s Club Amigo Marea del Portia in Eastern Cuba, Elena De Moya Dorofeichuk has been a destination rep for years. It is a very secluded area and she has her hands full with her job. She’s well loved, both by staff and guests. In fact, a shining example of what a rep should be.

When reps get together to relax, and it isn’t very often they have a chance, they tell funny stories about passengers. One of my favourite reps has had to turn down guests who wanted her to come down to the casino and loan them money to keep playing. And she has also had some truly stupid customers ask her for advice on where to buy the best drugs.

Reps work a six day week, but are on call 24/7 if there are problems. There are times when the rep may stay 24 hours straight at the airport should bad weather delay flights. They have an enormous amount of paper work to deal with and must speak at least two languages, often three. They also must have excellent problem-solving and people skills. If they are hired, there is a seven-day training programme.

Canadian Wholesalers use destination reps as their eyes and ears on location to make sure they deliver what was promised. One wholesaler said, “Customer service is not new to us, we think our destination reps are an integral part of our business, their job is a very important position in our company.

All the tour operators do extensive training of their reps, working constantly to upgrade skills.

If the reps I’ve talked to had their wish, it would be that all guests went to you the travel agent, picked up all the brochures, and read the reviews on line instead of just buying their trip from the internet. It would make their job a whole lot easier if the guests didn’t arrive and hate the hotel, beach or whatever, because it wasn’t what they dreamed of.

You would have helped them with that dream.