Holiday hotline heads service improvements

Holiday hotline heads service improvements

Thomson has increased its service in resort, aiming to speed up response to emergencies. Lee Winter reports from Ibiza

THOMSON’S Ibiza resort managers plan to make it easier for customers to contact the company’s reps in case of emergencies or problems next season.

For the first time, people calling the 24-hour Holiday Line will be able to leave a message if the service is busy with a reply promised within an hour.

Due to budgetary constraints, there is only one phone line connected to the Thomson resort office in the centre of Ibiza Town.

That will not change when resort staff move to new and larger premises on the outskirts of the capital next month.

The single person on duty will note call details and distribute them to the person handling that particular area of resort business.

Senior guest service manager for Ibiza Dale Shields said the new service would let customers know Thomson were on the case as well as ensuring fewer calls were missed.

Other improvements to the Service 2000 scheme include better access to holiday reps for hotel guests.

Reps at neighbouring hotels will work alternate hours to ensure day-long cover is provided and to maintain fast response times.

Holiday reps will once again be able to call on guest service managers, formerly known as troubleshooters, if they are unable to solve a problem.

Communication should also be improved between hotels, the resort office and Thomson managers in the UK with the introduction of a new computer system featuring Microsoft Outlook next year.

On the case: Shields said the new service will ensure fewer calls are missed