Agent Diary: ‘This peaks we have secured more bookings than ever’

Outstanding trade partners have been key in helping us smash targets, says Hays Travel Gateshead branch manager Colin Burns

Well, that was a peaks Roy Castle would have been proud of, with records tumbling here, there and everywhere!

After everything we have endured in recent times, it was fantastic to see so many stories of success being celebrated around the country. And my little shop in Gateshead was able to join the party as we too hit new heights.

It has been great to see that the sense of “togetherness” forged during those tough times has continued into this recovery period with some fantastic support from many of our suppliers, large and small. With their help, we have managed to secure more bookings than ever before. Customers have benefited from some great deals and the team from some generous incentives and bonuses. Win win!

Shout-out for Sophie

We had a great month for cruise bookings, which helped us to pass our full-year target with three months to spare.

On the subject of support from our partners, I would like to give a shout-out to Sophie Wilson from Royal Caribbean, who helped us to secure bookings through sheer persistence and enthusiasm. It is great to sell products and destinations that you know and use for your own holidays, but Sophie reminded me that what I like isn’t necessarily what my customers will prefer, and how important it is to keep an open mind when finding the right products.

I would like to give a shout-out to Sophie Wilson from Royal Caribbean, who helped us to secure bookings through sheer persistence and enthusiasm

Opportunities came along from some unexpected places too as Newcastle United reached this Sunday’s Carabao Cup final at Wembley. This got us a few bookings for some coach/rail and hotel packages to take trophy-starved Geordies to the capital in the hunt for glory. It may not have been a massive profit-earner, but many of these customers had not booked with us before and, after sampling the service and the friendly banter in the shop, they may return to book their main holiday in the future.

Laughs aplenty

Despite the busy and, at times, stressful peaks period, the team didn’t lose their sense of fun and we have had some wonderful laughs with each other and with customers.

I have a violin in my back office. I’m not sure where it came from but it came in useful when a customer playfully complained that prices were too high and he was just a “poor pensioner”, prompting me to fetch the violin and ask him if he wanted a tune!

At times, we have simply gestured to the shop floor and said: “Look how busy we are, do you think there is going to be much left in the summer?”

Business continues to be strong so far in February. Many customers are asking if they should wait until the last minute and try to pick up a ‘cancellation’. We tell them that many companies have already had to increase their capacity for the summer to satisfy demand and, at times, we have simply gestured to the shop floor and said: “Look how busy we are, do you think there is going to be much left in the summer?”

Of course, some dates and destinations will have places and there may be a last-minute bargain to be had, but not in the numbers we have previously seen.

The economy will no doubt keep sending challenges our way, but we can overcome them. In the words of the late Roy Castle: “If you want to be the best, if you want to beat the rest, dedication’s what you need!”

Our apprentice will go far 

Our newest apprentice here in Gateshead is the lovely Sophie, who at just 17 years old is making great progress.

As she was serving a customer the other day with her usual excitement and enthusiasm, I heard her say, “Oh, I’ve got this one and I think it will be perfect for you; it’s called the Parque Santiago aye aye aye, and aye vee”.

I had to point out that they were Roman numerals, so the property was actually called the Parque Santiago 3 and 4

Holding back a giggle, I had to point out that they were Roman numerals, so the property was actually called the Parque Santiago 3 and 4.

“Well, whatever it’s called it looks perfect for these customers anyway,” was her reply as she pressed on unfazed – and secured the booking. I think she’ll go far…