8:30 – 8:45am
You arrive at your store and start preparing yourself for your day, grabbing a coffee and catching up with your colleagues.
8:45 – 09:00am
Every morning starts off with a team brief where you focus on your sales targets, current campaign, goals for the day and also share relevant information. Daily tasks are distributed to each member of the team, so you could be responsible for tasks such as processing invoices and customer tickets, updating the window offers or replenishing the brochure racks. Soon it’s time to open the door for business.
09:00 – 10:00am
Your task today is to check and update the window display. New materials have arrived, so you change the materials and print new offers. It’s a busy morning and the phone is constantly ringing. You respond to messages that have been left on voicemail and reply to e-mails which have been sent to the store.
10:00 – 10:15am
A group of young lads come in to the store. One of them grabs a brochure and flicks through it whilst the others gather around one of the iPads you have in store, searching for holidays. You ask them if you can help and where they are looking to go. They are looking for an affordable holiday in Spain so you ask them to take a seat whilst you show them the Club 18-30 brochure online. You offer to check the latest prices and availability. They don’t really have the time to stay so you recap their requirements and promise to e-mail them with some holidays details later.
10:15 – 11:00am
Your new window display is getting a lot of attention, so you take the opportunity to talk to people. A young family are interested in a deal you updated earlier, so you offer to find out more about it. It’s not exactly what they had in mind so you chat to them about their priorities and needs, record them on your Dream Capture pad and search the system for a holiday to suit their requirements. You are able to give them a virtual tour of a family friendly property. The children are delighted with the pools and slides and you explain to mum and dad that there are family rooms available. The hotel also has the kids club they wanted. You’ve found them their ideal holiday and you proceed with the booking.
11:00 – 12:00pm
You decide that it is a good time to take some study time away from the counter before your lunch break. Your Assessor visited you yesterday and set you a new action plan to complete so you make a start on that. One action point is to collect evidence of where you have added additional products onto a holiday booking so you go through your previous bookings to see if you can find some evidence. You also print off a log sheet so that you can log any future bookings with additional services.
12:00 – 1:00pm
To ensure that you and all of your colleagues are able to take a lunch break, you take your breaks in turn. It’s your turn to take an early lunch today. Sometimes you do not take your lunch break until 2:00pm.
1:00 – 2:30pm
You get back from your lunch promptly to ensure that your colleagues can take their lunch on time.
An elderly couple come into the store. They normally book their holidays with another colleague but it is his day off today so you let them know that you would be more than happy to help them. They have already spoken to your colleague about their requirements and are ready to book so you look for their details on the system and proceed with the booking. You show them the cabins available and they would like to upgrade to one with a balcony and bath. You quickly amend this on the system and secure the cabin type requested. You confirm everything is in order and take their deposit. They are very happy and you promise to tell your colleague that they have booked.
2:30 – 3:00pm
You have a training course to attend next week and need to arrange transport. You speak to your mentor and together you search for train times and fares. You contact some of the other apprentices in your training group and arrange to meet at the train station. The training course starts at 10:00am and finishes at 4:00pm so you work out that you will have to leave your house at 7:00am and will not arrive back home until about 6:30pm. Your mentor organises a cash advance so you can buy your train ticket. She reminds you to keep all your receipts and she will help you with your expenses claim form on your return.
3:00 – 4:00pm
You now spend some time searching for a few holidays for the group of lads who came in earlier. You find some great deals and e-mail several options to the person organising the holiday. You receive a prompt reply, the lads are happy with what you’ve found and they’ll come into the store on Saturday to book their holiday!
4:00 – 4:30pm
A supply of brochures have just been delivered, you take them to the brochure room. You make sure the brochure racks are full and as you are doing this, several customers come into the store. You help them with their brochure choices and give them your contact details so they can return to see you when they have more time.
4:30 – 5:00pm
Your colleague has been really busy today and has not completed her administration duties. You offer to help process some invoices and tickets.
5:00 – 5:15pm
It’s coming to the end of the day and not many customers are coming in now. You take this opportunity to tidy the back office. It gets so busy during the day that you don’t always get the time to tidy as you go.
5:15 – 5:40pm
A regular customer has come in and needs to make an amendment to his booking. You locate his booking and use ‘LiveChat’ to make the change with the tour operator. The customer pays the amendment fee and leaves at 5:40pm.
5:40 – 5:55pm
You and your colleagues complete the final few tasks of the day and get ready to go home. It’s a little bit later than usual but your customers always come first and sometimes you can’t always leave on time.