rep’s report

rep’s report

Trisha Grace, 32, is customer services manager for Magic of Italy and joined the company in 1994. She is responsible for Venice, Verona, Garda, Maggiore, Como and the Veneto countryside. She is originally from a small hamlet in Cornwall called Mingoose.

&#42 Have there been many changes to the area since you started work here?

There are small improvements each year. For example, the piazza in Riva has had considerable work done and is now finished. Lake Como’s historical centre has also been improved and renovated.

One great improvement which caused inconvenience while being constructed was the installation of a walkway/cycleway from Riva to Torbole. There had been several accidents on this popular stretch of road as there was no pavement. Lots of hotels have been doing extensive work in the winter months to conform to new health and safety regulations.This is to the advantage of the guest and the operator . They are aware of the need to conform to European Union and Italian regulations and are receptive to suggestions and advice from experts provided by overseas operators.

&#42 What is the most common question asked by your guests?

Many of our guests are independent travellers and so are interested in available public transport by road and on the lakes. But questions about walking in the area are also very common.

&#42 What are the most popular things to do?

From Garda, day trips to Venice and Verona. On Stresa, the trip to the islands Isola Bella and Dei Pescatori and to Switzerland. The most popular excursions from Como are to St Moritz and Lake Como.

&#42 What has been your biggest challenge?

The failure of air-traffic control computers which sent all the airlines and airports into disarray. The onus was on us, the tour operator, to look after and accommodate all the stranded holidaymakers. That weekend really stretched me.

&#42 What is the silliest question asked by your clients?

The list is endless. One client in Lake Garda asked: “I was thinking of going to Rome for a day. Is there a bus?” If you think of Garda at the top of the thigh, then Rome is below the knee. Ihad to smile politely and explain that it is about a six-hour drive to get there. I’ve also had a lot of requests for “that big square in Venice…which might have a church next to it!”

&#42 What has been your worst moment here?

When I was working in skiing and the entire resort was closed due to avalanche threats. There was so much snow you could walk directly into hotels via the first-floor balconies! There was no skiing and all operators were stretched on how to entertain guests who just wanted to ski.

&#42 And your best?

It sounds really awful to begin with. A woman guest unfortunately had a miscarriage while on holiday here. After a brief stay in hospital she decided to continue her holiday with her two small girls and husband, rather than return home. While her husband was with his wife during hospital visits I turned into a child minder and took the girls to the park and for endless ice creams. A few years later at an airport, one of the daughters recognised me and the family had an eight-month-old baby with them. I always did like happy endings.

&#42 What is your advice to agents booking holidays in the Italian Lakes?

Ensure the resort is suited to the guests you are booking for as each place is different. Also ensure that clients know exactly what they have booked and are familiar with the rating of the hotel and the description. And remember, the Lakes are at their most beautiful at the beginning and end of the season!