Emma Baker
Holsworthy Travel
How long have you been a travel agent?
I’ve been working in the holiday industry for 30 years - I joined Holsworthy Travel straight after my GCSEs.
What made you choose this profession?
I always enjoyed travelling and I knew I never wanted to do a mundane, nine to five, Monday to Friday office job. Thanks to the work experience I did, I realised there was a huge variety of aspects involved in travel agency, it really appealed to me.
Do you specialise in any particular area or type of holiday?
Over the years we have gained exceptional experience in tailor-made packages and ski holidays, however being a totally independent agency we are on hand to deal with all aspects of travel, from a UK short break to a world cruise! We work with a fantastic range of travel suppliers so we can always find something to suit our customers’ requirements.
Did you have to undertake any special training to be a travel operator?
As a travel agent you do your training on the job. When I started work I was on the old Youth Training Scheme and at the end of two years, I was considered qualified by ABTA. I have my own ABTA bond, which I finance myself.
How would a typical day unfold?
There is no such thing as a typical day! During the morning I could be dealing with a hotel in Florida, by lunchtime I could be organising a trip to Lapland, after that it could tailoring a unique skiing holiday, followed by a trip to Hawaii! You never know what the next person who walks in through the door is looking for - that’s one of the things that has kept me so enthusiastic all these years.
What would be your favourite type of holiday booking?
Creating a bespoke holiday experience for a customer, having worked out what they would really like, then using my experience and contacts to book them a holiday that’s completely unique and very special to them.
What is the most challenging part of your job?
Possibly managing expectations realistically? Also things like hurricanes, ash clouds - unexpected issues that just have to be dealt with.
What do you like best about your job?
I love being able to create that perfect holiday for a customer, that gives me a buzz, and when they are chuffed to bits when they get back from a holiday that I was responsible for, that’s a really good feeling.
What would you say to anyone thinking about becoming a travel agent?
If you have a passion for travel, you want to be challenged every day, if you are well organised and can multi-task, if you are looking for a job that has variety and interest and you like dealing with people - go for it!