Thomas Cook cluster manager Shaun Bashford receives an outstanding achievement award from Cook’s Nicki Tempest-Mitchell, head of retail for the central region, and UK managing director Chris Mottershead
THEY SAID IT: THEMANAGERS
Lynne Carnell, store manager, Preston “We are on the other side of some challenging
years but it feels like we have a strong leadership team now."
Mottershead reveals plans for more concept hotels
Thomas Cook’s UK & Ireland managing director has revealed the brand wants to double its volume of concept hotels.
Former Tui UK & Ireland boss
Chris Mottershead, who has been in his new post since the beginning of October, said: “We want to double the volume of concept hotels over the next two to three years, so there will be a greater proportion,” he said. “Concepts offer a trusted level
of customer service and we can impact the level of service directly. “Peter [Fankhauser, chief
executive of Thomas Cook Group] has really made a statement that we as Thomas Cook want to invest in hotels with the joint-venture investment Fosun is providing. “So we will definitely try and
sell more of our holidays into concepts. It is a good thing for our customers and a good thing for Thomas Cook.” Mottershead saw product
differentiation become a big part of the Tui Group strategy during his tenure there.
“Concept hotels offer a trusted level of service that we can impact directly”
“It is something I believe in but it had actually begun at Thomas Cook before I got here,” he said. “I am going to continue it.” Guests at the conference heard
that Thomas Cook’s Sentido hotel concept will be expanded from 69. Three new Sentido properties will be added for next summer, in
Belek, Thassos and Antalya. Cook’s 79 Smartline hotels will
see five properties added next summer, in Corfu, Rhodes, Crete, Torremolinos and Majorca. And the new Casa Cook brand
will be expanded from its one property in Rhodes, in 2017. The retail managers were
also told the Airtours brand is to receive a big marketing investment for the peaks season. Mottershead would not reveal details but described the brand as “very much part of the business”, adding: “We have got to make sure Airtours is really visible to our customers.”
Jayne Marlor, regional manager, Manchester Central “This conference has been a long
time coming. We are going back to what we were already good at – service. All meeting up like this inspires you.”
Joy Whitham, manager, Co-op Travel, Burnley “Being from the Co-op, I have more of an affinity with
orange so I love the new uniform. It’s good to give everyone the same identity.”
Graeme Tolchard, regional manager, Newcastle Central “I love the new uniform. We want one that stands out and it
does. It’s vibrant and modern.” Sales courses: Cook appoints Reality Training
Thomas Cook has teamed up with an external training firm for the first time. Reality Training will deliver “a
new sales approach” to Cook managers and retail staff over the next 12 months. UK retail director Kathryn
Darbandi said: “It’s not necessarily about the framework of selling; it’s about the way you sell, the behaviours and the dos and don’ts. We don’t want our staff to become robots; we want to give them the hints and tips with which they can overlay
their own personality.” Reality Training held an
interactive session with managers at the Turkey conference which, according to Darbandi, was one of the most popular sessions and received “very good” feedback.
26 November 2015
travelweekly.co.uk 19
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