The Deal

Holiday Rep Certificate aims to give students a leg-up in the exciting world of overseas customer service. 18 modules cover the core skills needed, from how to provide welcome meetings for eager holidaymakers to the effective handling of any complaints that may come your way. Interactive audiovisual activities are employed to make learning as dynamic as possible, while multiple-choice questions evaluate progress along the way. Students also have access to an online area where they can network with fellow holiday rep job seekers to help land that all-important first role in the industry.

Modules

• Introduction to the holiday rep
• Categories of holiday representatives
• Role, requirements and qualities of the holiday rep
• Duties of the holiday rep
• Tour operator profiles
• Transfers and welcome meetings
• Admin and paperwork
• Currency, conversions, commissions and calculations
• Health and safety
• Legal responsibilities
• Customer service essentials
• Effective complaint-handling skills
• Super selling skills
• Social and communication skills
• Interpersonal and teamwork skills
• Stress management
• Short-haul destinations
• Long-haul destinations and time zones