Airport Representative: Duties and Challenges

Airport Representative: Duties and Challenges
Unit 8 - Role of a Resort Rep: Learning outcome 3
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Slide 1: Tekstslide
TourismFurther Education (Key Stage 5)

In deze les zitten 30 slides, met interactieve quizzen, tekstslides en 2 videos.

Onderdelen in deze les

Airport Representative: Duties and Challenges
Unit 8 - Role of a Resort Rep: Learning outcome 3

Slide 1 - Tekstslide

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Learning Objectives
At the end of the lesson you will be able to - 
  • List and explain all the duties of a holiday representative at the airport
  • Identify different scenarios at the airport and how issues are effectively solved 

Slide 2 - Tekstslide

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What do you already know about the duties of an airport representative?

Slide 3 - Woordweb

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Introduction to Airport Representatives
  • Airport representatives are responsible for ensuring the smooth arrival and departure of guests while on holiday
  • The primary goal of an airport representative is to enhance the passenger experience by providing excellent customer service and assistance throughout their journey at the airport.

Slide 4 - Tekstslide

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Slide 5 - Video

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Airport Arrivals - Rep Duties
  • Monitor Flight Arrivals: Keep track of flight arrivals and updates, and communicate any changes or delays to other staff
  • Welcome and assist passengers: Provide assistance to arriving passengers, including helping them with queries, directing them to baggage claim, customs, immigration, and other facilities.

Slide 6 - Tekstslide

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Airport Arrivals: Rep Duties
  • Customer Service: Handle customer inquiries, complaints, and requests. Ensure a positive and helpful experience for passengers
  • Lost and Found Support: Assist passengers in locating lost baggage or personal items. Provide information on lost and found procedures and contact details.

Slide 7 - Tekstslide

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Airport Arrivals: Rep Duties
  • Providing accurate and up to date information about the destination and hotel
  • Organising and managing transfers to resort accommodation
  • Guiding guests to the correct coaches 

Slide 8 - Tekstslide

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Airport Arrivals: Rep Duties
  • Accompany guests on their coach transport to their accommodation
  • Deliver an arrivals transfer speech to guests while on coach

Slide 9 - Tekstslide

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Arrivals Transfer Speech
  • Resort reps are required to write and deliver an arrival speech to their guests on route to their accommodation
  • Class task - What is an arrival transfer speech, and what information  should be included?
  • Why is it important?

Slide 10 - Tekstslide

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Arrivals Transfer Speech
  • An arrival transfer speech is a welcoming talk the rep conducts while on the coach on route to accommodation
  • Important activity - opportunity for rep to introduce themselves, destination and excursions!!!
  • Should include important safety details to keep guests safe

Slide 11 - Tekstslide

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Airport Departures: Rep Duties
Airport representatives (reps) play a crucial role in ensuring a smooth and positive experience for travellers during departures. Here are some typical duties and responsibilities for airport representatives involved in departures

Slide 12 - Tekstslide

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Slide 13 - Video

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Airport Departures: Rep Duties
  • Collecting passengers by coach transport at their accommodation and accompanying them to the airport to return/depart for home
  • Helping travellers with check-in procedures, ensuring they have all necessary documents, and providing guidance on security and immigration processes.

Slide 14 - Tekstslide

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Airport Departures: Rep Duties
  • Baggage Drop Support - Assist passengers with baggage drop procedures, ensuring they comply with airline regulations
  • Gate Information - Guide passengers to their departure gates. Share information on boarding times, gate changes, and any additional details about the departure process. Assist passengers with navigating the airport.

Slide 15 - Tekstslide

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Airport Departures: Rep Duties
  • Flight Information Updates - Keep passengers informed about any changes or updates related to their flights.  Monitor flight status and provide updates on departures, delays, or gate changes. 
  • Assistance for Special Needs Passengers - Provide support for passengers with special needs or those requiring assistance. Arrange wheelchair services, guide visually impaired passengers, or assist individuals with mobility challenges through security and to the departure gate.

Slide 16 - Tekstslide

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Airport Departures: Rep Duties
  • Travel Documentation Check -Ensure passengers have all necessary travel documents before proceeding to security and departure gates.
  • Help to verify passports, visas, boarding passes, and any other required documents, and provide guidance on potential issue

Slide 17 - Tekstslide

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Challenging Scenario: Lost Luggage
A traveller's luggage is missing. The airport representative must assist in locating the luggage and ensuring the guest's comfort while the issue is resolved.

Think of other things the rep can do to ease this situation?



Slide 18 - Tekstslide

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Challenging Scenario: Disruptive Passenger
A passenger becomes disruptive or unruly. The airport representative must handle the situation calmly and follow protocols to ensure the safety and well-being of all guests.



How should a rep handle this very challenging situation?

Slide 19 - Tekstslide

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Challenging Scenario: Flight Delays
A flight delay occurs, causing inconvenience for travellers. The airport representative must keep guests informed and  provide support.



What must a rep do to help in this situation?

Slide 20 - Tekstslide

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Challenging Scenario: Medical Emergency
A traveller experiences a medical emergency by collapsing before boarding the plane home. The airport representative must act swiftly to seek medical assistance and provide support to the affected guest and their companions.

Slide 21 - Tekstslide

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Emergency Situations
Being prepared to handle emergency situations such as medical incidents, security issues, or unexpected events, and ensuring the safety and well-being of all guests.

Slide 22 - Tekstslide

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Problem-Solving Skills
Developing strong problem-solving abilities to address unexpected challenges and find efficient solutions for travelers in various situations.

Slide 23 - Tekstslide

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Cultural Sensitivity
Respecting and understanding different cultural norms, customs, and practices to provide a welcoming and inclusive environment for travelers from diverse backgrounds.

Slide 24 - Tekstslide

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Time Management
Effectively managing time to handle multiple tasks, assist numerous travelers, and ensure that all duties are carried out promptly and efficiently.

Slide 25 - Tekstslide

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Wrap-Up and Review
Recap the key duties and challenges faced by airport representatives, emphasizing the importance of their role in providing exceptional customer service and support to travelers.

Slide 26 - Tekstslide

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Q&A Session
Engage in a question and answer session to address any remaining queries or concerns about the duties and challenges of airport representatives.

Slide 27 - Tekstslide

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Write down 3 things you learned in this lesson.

Slide 28 - Open vraag

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.
Write down 2 things you want to know more about.

Slide 29 - Open vraag

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.
Ask 1 question about something you haven't quite understood yet.

Slide 30 - Open vraag

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.