| Journal: TWUK | Section: |
| Title: | Issue Date: 07/08/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Winchester
Independent Holiday ShopUnit 35, The BrooksWinchester H
There were masses of brochures on shelves at this agency – so many it was difficult to make out the facings. Two consultants were on duty.
I was offered the British Airways Holidays Worldwide, Virgin Territory Caribbean and Unijet Caribbean and Mexico brochures.
The consultant took time to put agency stickers on front of them. I asked about a child friendly hotel and was told I should see which hotels had kids’ clubs as a guide.
H Agency appearance
Winchester Travel
79 Parchment StreetWinchester HH
This neat-looking independent agency had two consultants on a desk facing the door and another at the back of the office.
The two at the counter were busy but the other consultant saw me as soon as I walked in. I was given a carrier bag with two brochures – one was Luxury Tailor Made Holidays and the other was Kuoni Worldwide. The consultant said this would give a good cross-section of holidays.
My enquiry was handled with brisk efficiency. I was not recommended any properties.
H Agency appearance
H Brochure racking
Lunn Poly
64 St Georges StreetWinchester HHH
The consultant on duty gave me an enthusiastic greeting and seemed eager to help.
She picked out Thomson Faraway Shores brochure and painstakingly read the details of the various hotels featured.
She chose Club St Lucia and Papillon and highlighted that they offered children’s clubs and playgrounds. She picked out the Odyssey resort from the Hayes and Jarvis brochure. She was very keen to help although she was not familiar with the island. She told me what discounts I was entitled to.
H Agency appearance
H Staff attitude
H Sales technique
Black Swan Travel
1 Black Swan Buildings
Southgate Street
Winchester
HHHHH
This was an attractive looking agency with a very good selection of brochures on display. Three consultants on were duty. I was served immediately by a friendly consultant who picked out the Hayes and Jarvis Caribbean and Mexico brochure. She immediately directed my attention to Odyssey Resort which she said was formerly the Club St Lucia.
She said it was well suited as it had family-sized rooms and said there was a children’s club. She checked the children’s ages to see if the club was relevant – the only consultant to do so.
The consultant added the hotel did not have as high a rating as some in the brochure, saying this was to do with things such as the fact meals were buffet style. She said this meant there was a more informal atmosphere which was easier when travelling with children. I was also given Cosmos Tropical Paradise and Worldchoice Cresta brochures. She asked me to call back when I had looked through the brochures myself.
H Staff attitude
H Agency appearance
H Product knowledge
H Sales technique
H Brochure racking
H TOP TIPS FOR AGENTS H
Tip 1: If the customer specifies that they want something to suit children, it is pretty basic stuff to check the ages of the children. There is no use pointing out hotels with children’s clubs if there is a toddler that is too young to go into it.
REQUEST
Mystery Shopper called on agents in Winchester this week to ask about holidays to St Lucia this October. She was particularly interested in hearing any recommendations for a child friendly hotel. The independent retailer Black Swan impressed most with both its product knowledge and a generally helpful approach.
HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H Sales technique
The top-scoring agency each week receives a Travel Weekly certificate ofcommendation
Please notethat no additional information will be given about Mystery Shopper’s visits.