| Journal: TWUK | Section: |
| Title: | Issue Date: 24/07/00 |
| Author: | Page Number: 46 |
| Copyright: Other |
Rachel Hampton: First Choice rep in Benidorm
rep’s report
Rachel Hampton joined First Choice as a rep in Benidorm in 1998. She has been there ever since and is one of the operator’s most experienced resort staff. We asked Rachel, 26, for thelow-down on Benidorm and her job.
Rachel Hampton joined First Choice as a rep in Benidorm in 1998. She has been there ever since and is one of the operator’s most experienced resort staff. We asked Rachel, 26, for thelow-down on Benidorm and her job.
n Have there been many changes in Benidorm since you first arrived?The harbour has been renovated and the Europalux hotel was gutted and reopened as the Levatelux. New hotels are going up everywhere. There are also a lot of new apartments being built in the new town.
The opening of the theme park Terra Mítica next month will have a big impact and I think it will become one of the most popular excursions.
Most guests want to know what the weather’s been like when they get here. Many are repeat visitors and they want to know whether the same comedians or cabaret acts are in town or whether a certain hotel has been built yet.
It is so hot at the moment that everyone wants to go to Aqualandia, a huge water park. Mundomar, the marine park next door, is also popular. Joint entry to both costs about £13 for an adult and £7.30 for a child. In non-peak season the Lemon Express is a good seller. It’s a half-day train journey that takes you along thecoast through orange and lemon groves. On the way back, guests have sparkling wine so by the time they return at 2pm, they are usually ready for a siesta.
The computers went down so all the flights were delayed one day last month. Hundreds of guests were waiting six hours or more. Nobody knew what was happening or when the flights would resume, so we just had to talk to guests, get them anything they needed, entertain the children and be on hand to answer questions.
We don’t get too many daft requests although I have had clients who just two days into their holiday have asked me whether their return flights are on time. We are more likely to get silly comments. Some people have commented that there are a lot of Spanish people in their hotel or that the food is “a bit Spanish”.
People who think being a rep is about having a few drinks with guests and partying the rest of the time have got it wrong. It’s nothing like that. When you’re dealing with people, anything can happen. We have had deaths in resort which we have had to deal with. In that situation you have to ensure people fill in the right forms while remaining compassionate.
The whole First Choice and 2wentys team were taken away for a staff jolly to Ibiza as a thank you from the company. It was an opportunity to unwind and forget about work. We all let our hair down.
Benidorm is a purpose-built resort – people either love it or hate it. Travel agents should make sure they describe the resort to clients, particularly the difference between the old town, which is more traditional, and the new town, which is like a mini England with bars and cabaret from the northern circuit in the UK. It is especially important for travel agents to remind people that if they buy a late deal on the Costa Blanca, there is no guarantee they will end up in the centre of Benidorm. They could be in nearby Albir, a much smaller, traditional Spanish resort, which offers a completely different holiday experience. For most people, a holiday is the highlight of their year so it really is important that agents match clients to the right resort. Repeat visitors often want to stay in the same hotel room as they stayed before but agents should point out we can’t guarantee requests.
n What has been the most common question from guests this season?
n What’s the most popular excursion from Benidorm this season?
n What has been your biggest challenge so far this season and how have you dealt with it?
n And your best?
n What would your advice be to agents who may be booking holidays in Benidorm for clients?
n What’s the silliest request you’ve had from a client?
n What’s your worst moment?