Flexible roster system for First Choice travel agents

FIRST Choice is to introduce a computerised staff-roster system that will require travel agents to work flexible hours to fit in with busy periods.

From April, the system will calculate staffing needs in each shop, based on customer footfall, the number of enquiries and conversion data.

The system will take responsibility for setting staff levels from shop managers, who will be expected to alter shifts to fit the new rosters.

Distribution managing director John Wimbleton claimed the multiple would be the first big high-street travel agency to adopt such an approach. He said the system was necessary because the retail division, made up of 38 Holiday Hypermarket stores and 264 high-street shops, is more diverse than its rivals. 

“Our retail estates have the longest opening hours and the highest number of stores open seven days a week,” he said. “So unless managers have help, they are bound not to get staff levels right all the time. For example, we need fewer staff in our Hypermarket stores before 12pm, as retail estates don’t get busy until the afternoon. The busy periods on the high street are different.”

Retail trading director Cheryl Powell admitted the change would mean new work patterns for both managers and staff.

“It could be a challenge to get existing staff to work the new hours, as it requires them to be more flexible,” she said.

However, Powell hopes staff will embrace the changes. She said they had been kept informed about the system during a trial period. Wimbleton said the retail network was having “a reasonable year, in line with expectations”.

His comments follow a company trading statement that revealed First Choice has cut mainstream package-holiday capacity by 5% this year, although income so far for summer 2006 is 3% higher than last year.

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