Profession tour operator representative

Tour operator representatives act on behalf of the tour operator to give practical information, provide assistance, handle services and sell excursions to tourists while at their destinations.

Personality Type

• Enterprising / Conventional
• Conventional / Enterprising

Knowledge

• Geographical areas relevant to tourism

  The field of tourism geography in Europe as well as the rest of the world in order to point out relevant tourism areas and attractions.

Skills

• Upsell products

  Persuade customers to buy additional or more expensive products.

• Apply foreign languages in tourism

  Use the mastery of foreign languages orally or written in the tourism sector in order to communicate with collaborators or customers.

• Handle personal identifiable information

  Administer sensitive personal information on customers securely and discreetly

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• Maintain working relationships

  Ensure effective working relationships with colleagues and others. Maintain them over long periods of time.

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

• Provide performance feedback

  Provide performance feedback and observation remarks to third parties with regard to quality

• Process booking

  Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.

• Assist clients with special needs

  Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.

• Measure customer feedback

  Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

• Devise special promotions

  Develop promotion activities to stimulate sales.

• Collect tourist information

  Gather and compile relevant touristic information from a variety of sources.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Provide customised products

  Make and develop custom-made products and solutions for customer's specific needs.

• Work in a hospitality team

  Function confidently within a group in hospitality services, in which each has his own responsibility in reaching a common goal which is a good interaction with the customers, guests or collaborators and their contentment.

• Maintain customer service

  Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

• Make logistical arrangements

  Cooperate with coach operators, transport providers and accommodation providers in order to schedule transport, accommodation and activities.

• Manage health and safety standards

  Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.

Optional knowledge and skills

Source: Sisyphus ODB