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Welcome to the July edition of Mandy’s online diary, your insight into what is going on in the world of Bales!
Mandy Nickerson (nee Bales) Managing Director
July - Diary Entry 1 China - The main reason for my visit was to attend an exhibition, but I also used the opportunity to sample a new excursion that will be added to our China itineraries next year. The new excursion visits a different part of the Great Wall, by cable car, taking you right up to the entrance to the Great Wall and on to the top of the mountain. It was wonderful, not as touristy or busy as some other spots along the wall can be, and still only an hour and a half from Beijing.

July - Diary Entry 2 Whilst in China I also took the chance to visit our local guides, who I am delighted to report are still full of the same knowledge and enthusiasm to provide quality guiding to our customers. I’ve visited China on six occasions and it is always a pleasure to see some familiar faces. A number of our guides have been working with us for many years, not surprising considering that we have been taking customers to China since the mid sixties.

July - Diary Entry 3 I also visited our local ground agent to discuss ‘Yangtze Splendour’ - not only our best selling China itinerary but also one of our all time best selling itineraries worldwide. Since the building of the Three Gorges Dam began many of our customers have been under the impression that they can no longer cruise the Yangtze and take in the famous gorges. My discussion with the ground agent was around how we can tackle this misconception and promote this popular itinerary further, which is certainly still alive and flourishing.

July - Diary Entry 4 Back in the UK I had meetings with various I.T. suppliers. We are in the process of upgrading our booking system which will enable customers to tailor-make specific holiday itineraries live on our website, as well as being able to book pre-packaged holiday itineraries. Within a few short months our website will be even faster and easier to use. Historically, customers looking to personalise or tailor make their itineraries have had to contact us for advice. Of course we will continue to provide that service, but our improved booking system gives them significantly greater flexibility. The new system will represent a substantial investment in upgrading our web facilities to a higher level and is a reflection of our continuing commitment to travel and tourism excellence.

July - Diary Entry 5 A photography session today with Luxury Travel Magazine. Now I have to say that I really don’t like having my photograph taken (hence the ‘posed’ photo that you click on to get through to my weblog!) but it is essential in this case. I always think that my photo should turn out resembling Marilyn Monroe; however the reality is always very different! I am doing an interview with the magazine later in the month, which will be published and distributed to travel agents in September – need to look my best! July - Diary Entry 6 Started planning my next trip away from the office, this time to India. I’ve been invited to speak at a Taj Hotels Sales Conference about the UK travel market, to help their Sales and Marketing managers to better understand customer’s wants and needs. This will also be a good opportunity to get close to one of the most well respected hotel chains in India. July - Diary Entry 7 I’m also planning a trip to Egypt– to host a dinner for our local guides out there, where we will discuss our role together as well as any forthcoming activity. It’s important we continue to build on relationships with our suppliers and that they continue to share the Bales ethos to create a better customer experience. July - Diary Entry 8 Returned from India. It was a fantastic opportunity to meet more than 300 representatives from Taj Hotels properties and went a long way towards creating an understanding of how we can work in partnership to offer the best for our customers. I was also privileged to meet the Minister of Tourism for India, who gave a phenomenal presentation – unrecognisable activity compared to some other countries in terms of recognising the importance of the tourism industry. He detailed city development plans such as building boulevards, tree-lined streets, litter clearing and re-housing street vendors into dedicated market units, all whilst striving to keep the real personalities of the cities. As ever, the hospitality and service extended by Taj blew me away. They strive as an organisation to get this so right, it’s a key part of the company’s philosophy but is also a true reflection of what Indian hospitality is really like. July - Diary Entry 9 Uncertainty over Varig Airlines in Brasil. Even though the airline was saved from bankruptcy, many flights are not operating or remain unconfirmed so we have been busy talking to our airline partners to cover our options in fulfilling customers itineraries – whatever it takes! This is the busiest week of the year for the travel industry, given the start of the summer holidays, so we needed to take a stance to protect our customers and decided not to pass on to them any additional costs incurred in honouring their flights. Even if that meant swallowing £900 class upgrades where they were necessary. July - Diary Entry 10 I’ve been in various meetings with airline partners in the last week or so, and overseas suppliers continue to visit our offices on a regular basis to run training sessions for the staff, both ensure a continual feed of up-to-date news and knowledge into our business. July - Diary Entry 11 More planning for my forthcoming trip to Egypt – now 10 days away – and am delighted with the wonderful attendance we can expect. At a time when I thought most local people in Egypt would be looking to take holidays, it seems that many of our local guides will be present for the dinner, which I take as a strong commitment from them to help improve our working relationship. July - Diary Entry 12 Internally, it’s hectic as usual at Bales House. The sales team has been moving into regional ‘pods’ to reflect a proactive move on our part away from expensive national rate 0870 number. Each region, as will be featured in our new brochures, now has it’s own dedicated direct low-call rate 0845 number, taking customers straight through to a Bales regional expert.