Courier/resort representative

Couriers travel with, and resort representatives stay with tourists during their holiday on behalf of a travel company. The work involves dealing with any problems and sometimes organising excursions. Fluency in another language is usually required.

Also known as:

• Holiday representative
• Resort representative
• Tour operator’s representative
• Travel representative

Work activities

Resort representatives (reps) look after tourists on behalf of a travel company. They can be based at a holiday resort abroad or in the UK. If they are based abroad, they usually need to be fluent in the local language. Reps have a busy schedule, which changes from day to day. They meet holidaymakers as they arrive and take them to their accommodation. On the coach journey, they tell the holidaymakers useful information about things like currency, shopping and transport. Reps arrange a welcome meeting, where they tell people all about the resort/accommodation and answer any questions. If there are any problems, such as illness or lost luggage, the reps will try to sort them out. It is important that reps have good relationships with hotel and travel staff. Reps also organise, promote and sell excursions, and sometimes accompany tourists on these. Children’s reps work mostly in family resorts arranging games and activities for 3- to 12-year-olds.

Couriers work for a tour operator during coach tour holidays. They join a tour at the beginning and welcome travellers onto the coach. They check tickets and seating (and passports, if travelling abroad) and explain the travel arrangements. Once the tour is under way, they give a commentary on places of interest and what to see and do. They need to gain knowledge of the history and culture of several towns and countries to be able to do this. Couriers work closely with the driver to arrange rest stops along the route and liaise with hotel staff to organise meals and accommodation.

Personal qualities and skills

As a courier/resort rep, you need:

• Good organisational ability, especially if working as a courier, as you are almost always on duty.
• A good sense of humour, enthusiasm and stamina to cope with long working hours.
• An outgoing personality, common sense and excellent communication skills.
• The ability to work well in a team (especially as a resort rep).
• The ability to show initiative.
• The ability to speak at least one foreign language (if working abroad).

Pay and opportunities

Pay rates for couriers/resort representatives (reps) vary widely depending on the company and location. Pay varies dramatically depending on employer, location, experience and duties.

Couriers/resort reps work long, irregular hours, including early starts, late finishes and work at weekends and public holidays. Many companies offer only seasonal contracts, from April to October. Others offer additional opportunities for work in winter resorts.

Competition for work in this area is strong, as working in holiday centres appeals to many people.

Opportunities occur for couriers/resort reps in holiday locations in other countries across the world. Resort reps often specialise in one geographical area or country, for example the Caribbean, Mexico, Cyprus, or Turkey, but may move between resorts in that area. Employers are tour operators.

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, on job boards, on employers’ websites, and on the Government’s Find a Job service.

Entry routes and training

Employers look for people with some relevant experience – in customer service, admin or sales work, for example. While not always essential, a qualification in travel and tourism is useful, and a number of courses at different levels are available. The following specific courses are also available:

• Edexcel (BTEC) level 2 and level 3 certificate in travel services.
• NCFE level 2 award for resort representatives.

Travel companies may give some basic training in this country but most training for foreign-based reps takes place in the resort, with experienced staff. Once in employment, couriers and resort reps may be given the opportunity to work towards work-based qualifications in travel and tourism services. There are also specific training programmes for children’s reps.

Reps can progress to supervisory and resort management positions. Some experienced reps take positions at travel agencies, holiday company offices and tourist information centres.

Rehabilitation of Offenders Act: Working as a travel courier/resort representative for holidays with children or young people under 18, is an exception to the Rehabilitation of Offenders Act 1974. This means that you must supply information to an employer about any spent or unspent convictions, cautions, reprimands or warnings, if they ask you to. This is different from other careers, where you only have to reveal information on unspent convictions if you are asked to.

Qualifications

Although no formal qualifications are needed for entry to this job, many applicants have GCSEs, A-levels (or equivalent) or even a degree. Useful GCSE subjects include English, leisure and tourism, geography and foreign languages.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Previous experience of living and working abroad is useful, along with some specialist knowledge of the particular geographical region.

Fluency in at least one foreign language is an advantage. Employers often prefer you to have a background in travel agency work, tourist information or in reception/customer service work.

Numerous private training providers offer courses in travel- and tourism-related subjects, at a variety of levels, by distance learning.

Related careers

• Airport information assistant
• Door supervisor
• Flight attendant
• Hotel receptionist
• Tour guide
• Tourist information centre assistant
• Travel adviser