ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Rachael O’Hanlon assistant manager
Thomson 18 EASTCHEAP, LETCHWORTH
“I joined Thomson when I was 17 as an apprentice and from there I became a sales consultant and now I’m assistant manager. We have a lot of repeat business here. I probably specialise in Turkey most because I like going there.”
No agents were on the shop floor when I entered, but the agent behind foreign exchange soon rushed out to offer assistance. She was extremely upbeat and patient while I explained what I was looking for and asked some questions, but could have been a bit more thorough. She had good knowledge of the main resorts and recommended three options for the same hotel. I received quotes for the Hotel Riu Palace Riviera Maya for different dates. The first was for a suite for £5,208 including insurance, flights and transfers. The second was for £4,508 for a standard room and the third was also for a standard room, on slightly different dates, for £5,080. We discussed an airport hotel, but no prices were given
Thomas Cook 8 CENTRAL APPROACH, LETCHWORTH
SCORING SYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
Premier Travel 29 HIGH STREET, ROYSTON
When I entered the store both agents were serving two groups of customers. I waited more than 25 minutes to be seen without anyone acknowledging or speaking to me. I thought this was poor as a quick acknowledgement would have been nice. When I was eventually seen the agent was friendly
40 •
travelweekly.co.uk — 30 October 2014
and enthusiastic. I was given two quotes: the first was for £3,054 to stay at the Grand Sirenis Riviera Maya Resort & Spa, the second for £3,976 to stay at the Sensatori Resort. The wait at the beginning was frustrating because I would otherwise have recommended this agency.
73%
I was welcomed almost as soon as I walked through the door. The agent was very friendly, but said they would prefer to do some research and contact me later with recommendations. The agent did this, emailing me three quotes. The first was for £2,605 for the Grand Bahia Principe in Riviera Maya;
the second was £4,065 for the Royal Playa del Carmen, staying in a Royal Junior suite; and the third option was the Excellence Riviera Cancun, which was £4,117. I would have preferred to have discussed the options in branch rather than receiving an email with the quotes later in the day.
76%
and she didn’t attempt to seal the deal. I was given pretty comprehensive advice, but I felt the agent could have asked more direct questions.
TIME OUT
MYSTERY SHOPPER
This Week: Royston and Letchworth, Hertfordshire Wanted: Mexican getaway
A couple want to visit Mexico for the first time for two weeks in February. They would like a hotel with a good spa and wellbeing facilities. Budget: £7,000. Verdict:The winning agent was enthusiastic and gave multiple quotes.
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