Taking a starring role looking after punters

Taking a starring role looking after punters

Thomson Holidays team manager Nikki Birrell spends her summers working in Kefalonia and the winter season in Eilat. She spoke to Liz Bird about her job.

Nikki Birrell and her team have spent much of the summer season fielding questions from excited guests, eager to catch sight of a Hollywood star.

Nicholas Cage and John Hurt were on Kefalonia making a film version of the best-selling book Captain Corelli’s Mandolin. Some of Cage’s friends such as Madonna and Tom Cruise also came to visit.

“The film crew kept on ringing us up asking us not to send them over but we couldn’t stop them,” said Birrell.

But dealing with such queries made a change from the usual questions reps have to answer.

Kefalonia attracts a large number of repeat bookers – mostly well-to-do couples after a quiet holiday. Thomson tries to hand-pick reps suitable for the job.

“They are generally slightly older than normal – between 25 and 35. They do have to spend a lot of time talking to guests and giving information.”

Fortunately for Nikki and her staff, Kefalonia does not have night flights. But they do have their fair share of problems.

During a strike at the island’s airport, a Britannia Airways pilot from Birmingham decided he would try his luck and fly over anyway. On finding he could not land, he flew to neighbouring Zakynthos where the passengers were deposited. Suddenly Birrell had to find accommodation for a plane load of people being transferred over by ferry as well as deal with unhappy guests waiting for their flight home.

At other times, Birrell finds herself having to liaise with the police. One holidaymaker accidentally drove over an Italian who had fallen backwards over a wall to avoid a friend throwing water at him. Nikki had to find him a lawyer.

“In Greece you are guilty until proved innocent so he had to spend a night in a police cell.

“Luckily the Italian regained consciousness and managed to write a statement saying he didn’t want to press charges.”

There are also the usual unhappy guests. Birrell has the power to hand out compensation in resort but sometimes uses other ways to keep the punters happy.

“They may complain that the bus didn’t pick them up for the excursion. I tell them to go for a meal and bring us the bill,” she says.

Apart from customer care, Birrell is involved in the more mundane but important behind-the-scenes work. This could involve checking that the brochure copy of new properties is accurate, monitoring the quality of contracted hotels and liaising with hoteliers if there are any problems.

Every month she attends the Federation of Tour Operators meeting where UK tour operators discuss common issues such as health and safety.

Birrell is proud of the fact Kefalonia gets the best customer service questionnaires in Greece and has one of Thomson’s lowest complaint ratios.

But when they do get complaint letters, which are sent out to resort, some can become despondent.

“They may find that someone they thought they had got on well with has criticised them in some way. Sometimes the reps get too close and tell the guests things they should not. It is not nice when people criticise you but I tell them to treat it as a learning curve.”

Welfare of the nine reps is an important part of Birrell’s role. “They are away from home and you have got to be there for them. You’re their best mate and advisor,” she said.

Luckily for Birrell she has her husband with her, which is fairly unusual for a rep. Married for five years, her husband works for the company’s local agent on the island.

Even when the season ends, the work doesn’t end for Birrell. She’ll be in repositioned in Eilat, setting up the company’s winter operation.

Birrell: there’s always a solution to client problems

Kefalonia: a popular haunt for well-to-do clients, who often book up again to return to their island

Nikki Birrell CV

Age: 35.

Job: Thomson team manager responsible for eight reps and one children’s rep in Kefalonia. She spends the winter season doing same job in Eilat.

Career: started work as a ski rep for Thomson in Verbier, Switzerland in 1987. Also worked in Tunisia, Cyprus, Kenya, Egypt and Eilat.

Pros of the job: “The way of life. I like being overseas. No day is the same. You can always find a solution. The minute you start querying what you are doing is the time to get out.”

Cons of the job: “Unsociable hours – some seasons you are constantly being called out to deal with problems.”

Skills required: “You have to have selling skills, training skills, be able to keep to a budget, meet targets as well as being there for your staff and guests.”