| Journal: TWUK | Section: |
| Title: | Issue Date: 05/06/00 |
| Author: | Page Number: 55 |
| Copyright: Other |
This week: Philip Gill, Extra Holidays and Travel Ltd
Four years ago when I started Extra Holidays, I was given various pieces of advice from colleagues.These ranged from encouraging words and gentle warnings, to horrified screams of don’t do it. The intervening years have certainly been eventful. We have developed a product that is enjoyed by our clients and recognised by the retail trade as being good value accompanied by specialist advice and knowledge.
Our intention is to provide as much flexibility in our programme as possible and it appears our efforts are appreciated.
However much I thought I knew about this industry before starting my own business, it was not enough – I am constantly learning and wish more of us would keep our ears and minds open to new ideas and innovations.
All I had ever wanted to do since I was a small child was be an actor, college was a way of satisfying my parents that I would be able to support myself in times of need. Over the years, I have taken part in numerous theatrical productions in the UK and in Europe. The 1980s saw the first real cutbacks in the arts. I did the round of auditions and while I was successful in being offered places to study by well recognised drama schools, local authority funding meant I was unable to take up the places offered.
After several months of temporary jobs, most of which seemed to revolve around cleaning (from aircraft at Southend Airport to local hospitals), I learned to read, write and speak Greek. This, with a love of Greece itself, led me to my first travel job with Horizon Holidays.
Within a few weeks of starting as a rep, I had to deal with numerous situations that were new to me – car accidents, rescuing clients from jail, court cases and even deaths.
This was in addition to the usual rep’s duties. I thoroughly enjoyed my years abroad and they have given me a great deal of practical experience that still proves useful today. If some of the marketeers, who steer the market leaders, had the experience to know the implications of their decisions in resort at the sharp end, I wonder if they would change their minds.
Repping in the early 1980s was hard work but I think the clients appreciated us more than is the case today. People were generally not as well travelled as they are now, nor as ready to threaten legal action and Anne Robinson!
Sadly, when I decided to return to the UK, it was difficult to secure a position which recognised the years of overseas experience I had gained – I believe this situation still exists and as an industry, we are failing many who could use their knowledge to advantage.
I joined Wings Holidays where I gained masses of experience in dealing with complaints and court cases – my legal training from the Civil Services came in useful here. When the company was taken over by Horizon, I was fortunate to be retained until the Wings programme ceased and I then joined Carevela Tours.
This was my first involvement with Portugal and Madeira destinations which I did not have a great deal of experience of at the time. Since then, many of the suppliers and hoteliers have become good friends. As a subsidiary of an international airline, I was fortunate enough to gain an insight into the workings of the airline business. After a number of years, it became obvious that for me to progress I would need to join a large company, and specialise in one area of operation, or to create an opportunity for myself – the route I chose.
At Extra, I have a carefully selected team who are dedicated to providing high levels of service.
We work long and hard and have a laugh along the way. The company is growing fast and we are committed to bringing more depth to our Portugal programme soon. Other products and destinations will follow but only when we are sure we can bring to them the depth of knowledge and expertise that exists in our core programme to Portugal, Madeira and the Azores.
With limited spare time, I work out regularly with the help of my personal trainer and hope to start treading the boards again soon.
CURRICULUM VITAE
1979: left Colchester Institute of Higher Education after studying for an OND in Hotel Catering and Institutional Operations and joined Lord Chancellor’s Department (Civil Service).
MY TOP TIPS
l Make it fun – keep the office atmosphere light. This does not mean taking work less seriously and will reap benefits in staff morale and production.
* Plan, plan and plan again – essential for the success of your actions and will enable you to take corrective action where necessary.
* Involve staff in decision making in as many areas of operation as possible. Invite them to propose ways forward and solve the problem in their part of the organisation.
* Gain trust of staff, customers and suppliers. Never tell half truths or lies, deliver on your promises.
* Admit your errors – accept responsibility and blame – don’t make excuses. Be realistic about what can be achieved.