30 April 2007

New staff takes Lucketts Travel team of tour escorts up to 16

The Fareham-based coach tour operator has expanded its tour escort team to 16 to enable an escort to be in attendance on each of its coach holidays and most of its day excursions.

“We first introduced tour escorts in 2002 to assist the driver and accompany passengers on some of our longer holidays,” said Ian Veness, product development manager at Lucketts Travel.

“The initiative proved incredibly popular as tour escorts acted as a vital and immediate point of contact between our company and the passengers whilst on the move. For this reason – and because we are about to embark on one of our busiest summer holiday and excursion programmes – we initiated a recruitment drive earlier this year.

“Now, with our expanded tour escort team, we can provide a Lucketts representative on every one of our coach tours and almost every day excursion.

“Our tour escorts make certain everything runs smoothly and are totally committed to ensuring customers have the best holiday ever and to give them a pleasurable and hassle-free experience. Their role is to aid passengers whenever needed and to look after their comfort and safety throughout the tour,” added Mr Veness.

A Lucketts Travel tour escort will welcome customers on the coach, serve on board refreshments, check in and out of hotels, organise porterage, coordinate entrance fees, restaurant bookings and meeting points. They will also deal calmly, quickly and efficiently with any problems or complaints and correctly manage any emergencies should one arise.

The 16 strong on-board customer care team recently participated in specialist professional training from Gloria Vessey at Southern Tourist Board to provide inspiration to experienced staff – some of which have been with Lucketts Travel for five years - and to induct the enthusiastic new comers.

Mr Veness said that tour escorts play a vital part in Lucketts continued success. The long established coach company attributes much of the popularity of its tours to the helpfulness and courteousness of its well trained and friendly escorts as well as its experienced drivers.

“Lucketts prides itself on providing exceptionally high customer care standards, it is something our consumers have come to expect from our company and our people, and is something we are happy to invest in.”

The driver has overall responsibility for the safe operation of the coach, the passengers’ safety and to manage the tour itinerary. The tour escort assists the driver to deliver the highest standards of customer care to every passenger. They work closely as a team to make each tour special.

After every time away, the tour escort files a tour report, which details how well the holiday went and if there were any concerns or suggestions made by customers. Lucketts analyses this important feedback closely to asses its service, the destinations it offers and to iron out any problems.

Focus on customer care is an approach that seems to paying dividends for Lucketts Travel - with many of its tours and excursions for 2007 are nearly sold out.

For more information, visit the Lucketts Travel website on www.lucketts.co.uk or call 0845 389 0644 to order a brochure or to book.