Call us now: 0845 057 1819
|
Welcome to the November edition of Mandy’s online diary, your insight into what is going on in the world of Bales! |
|
Mandy Nickerson (nee Bales) |
|
November- Diary Entry 1It is often the way that when you have booked a holiday and are working hard, the closer it gets the more you think ‘I really need this break’. I think much of this is true, but I do also think that you can psyche yourself up towards it. It is like a lot of things – you can work really really hard and keep going and somehow keep getting second/third /fourth wind for the period you need to and then when the project or particular task you have been putting so much energy into, is completed and you finally relax- it is like a belt of wind and catch up time on the tiredness and fatigue. That is certainly how I felt before I went away to Prague for a long weekend – a beautiful city with fine architecture and much history attached to it. One of the attractions that I enjoyed so much was going to one of the many concerts that are available all over the town and can be seen in both the afternoon and the evening. Tickets can simply be bought at the entrance or at your hotel. We opted for a late afternoon concert in a church chapel, it was magnificent – with some of the Prague Philharmonic Orchestra playing wonderful concertos. Though I cannot profess to know much about classical music – many of the pieces played were very familiar and it was a joy to listen to. The choice of restaurants is endless and we enjoyed some of the finest cuisine as a result of being able to read up on what was offer in the way of dining in Prague. November- Diary Entry 2I know many of you will relate to the fact that when you lead a busy life – it is important to make the time to enjoy the company of those closest to you and certainly the break did Steve and I a lot of good, as we seemed to be ships passing in the night recently, with all of our business commitments. Seems like a lifetime ago now – but in reality only two weeks have passed. Since we got back it feels as if my feet haven’t touched the floor – but truly that is the way I would prefer it.
|
|
November- Diary Entry 3Ever on the pursuit of excellence for our customers – this week was probably one of the busiest in the year. This, because we have a very large trade show called World Travel Market and overseas agents, hoteliers, cruise companies , airlines come from all over the world to attend it. The exhibition is held at Excel, London docklands and lasts four days with many functions on every evening. It is a whirlwind of meetings and quite amusing to bump into colleagues who say ‘off to Africa now’ then 30 minutes later ‘moving onto South America ‘covering all the continents in the world in one day. Yes, but of course we do not talk literally – it is just how the halls are divided under one roof!November- Diary Entry 4Many of us from Bales attend World Travel Market to meet with our trade partners. I met with many and found it inspiring to be reassured that we have chosen to work with the best, all who are very innovative and understand the critical issues of how we can always aim to meet or exceed our mutual customers’ expectations. We learn about new and up and coming resorts and discoveries, and the ease of the access and the amenities that is so vital in meticulous planning. We know from our conversations that as much as we aspire to always meet our ultimate aim of ‘passion for customer care’ – we have chosen the partners that have the same ethos and care as we do. |
|
November - Diary Entry 5For nearly a decade we have hosted a dinner during this week – yes of course there is an underlying message but as much as anything it is to thank our business and trade partners for helping us in ensuring a high quality of service. There were nearly 100 guests representing our chosen overseas agents, airlines, travel agents and also the tourist offices that are so vital to help get the message across of the attractions their country has to offer. It is wonderful that coming up to our 60th year of trading, we have formed such strong partnerships, many of them going back over decades (just in case my blog picture doesn’t do me justice- I do not personally span back over 60 years!!). We treat our partners as we want them in turn to treat our guests – everyone of them being very special. For many of them that are exhibiting at the show – they are on their feet all day and will hardly have had time for a cup of coffee during the day. How many times do you get invited to something and accept it gracefully at the time – but regret doing this when you find your schedule is quite gruelling and all you want to do when the time comes around is put your feet up. We are aware they may feel this so we pamper them from the moment the evening starts by providing coaches from Excel to the chosen venue and serving champagne and canapés during the journey. This year we chose a medieval theme as we are aware that travellers coming to the UK, love our history, We had fire eaters, jugglers, magicians, harp music and the great man himself King Henry VIII who I have to say you had to a take a double take on as he really did look like the original man !! A wonderful banquet was served and then – (no such thing as a free dinner) speeches from both Mrs Bales and myself. Of course I was gracious enough to say thank you, but implored all of us to really think about how we can continue to provide the value and promise to you and deliver you all a holiday of a lifetime – something that I absolutely understand you should rightfully expect from us.November - Diary Entry 6One of the many things I love about what we do and what I do personally, is the variety of undertakings and the brainstorming of entrepreneurial ideas to stay ahead of the game. Do I like being the boss? Yes most of the time, but I am such a hard task master on myself to try and lead by example. There are many different ways that people lead successfully - and it is something we have to work on and develop. I do not believe that a title alone should earn you respect; it is how you work and lead that earns you that. I think that respect is so important – I would not be able to work with such enthusiasm and passion if I did not respect my colleagues. Yes of course I would have my own credibility to consider but for us that have a choice, I could not work for a company or organisation if my respect for my boss/colleagues was in doubt. |
|
November - Diary Entry 7Why do I mention this? I think that it was triggered by going to a seminar on Directors responsibilities and what we are accountable for. In my opinion; this is absolutely right, although some of it could be seen as onerous responsibility. I did question why any one would want to be a Director nowadays?November - Diary Entry 8One of my responsibilities as a Director is to oversee our Operations department, which is such a delight and joy to do. As many of you who read this will know, the Ops team are so committed in providing high quality, personal service and work so hard to ensure that your arrangements go smoothly. We have invested a lot in training this year, which extended to a team building and fun day with a treasure hunt in mini teams. I think that I can safely say that my team had the biggest handicap in me, but despite this they won!!! I cannot say I faired any better in the bowling that we did after lunch – apart from affirming that I need to stick to the day job as I came last!!! It was a fun day and much needed. It is a very serious business most of the time; trying to ensure that you have enjoyment and that we meet your expectations. |
|
I realise if you have read through my blog you may think that I am a feminist, which I most certainly am not. That being said, I did attend a conference which was the National Conference held by Everywoman last week. It was attended by female owners and managers from over 350 different companies, representing a huge cross section of industry and commerce. Attending these type of events helps me to better understand the challenges that we all face, and issues are not alien to one industry. It also helps me to focus and gets my idea clock working overtime. In addition to these gains, there is also the opportunity to meet and exchange views with so many inspiring women and in every conversation I have, I try to glean their core service values and see if we can adapt these into Bales, as service and delivery is always at the top of my mind. While I definitely dispute the allegation of being a feminist – I am in agreement that some of the challenges face by women in careers are different to those of much admired men. On the subject of women: Mrs Bales and I went along to listen to an audience with Betty Boothroyd, who was a wonderful yet formidable personality who has not been affected by her obvious successes. I also went to the farewell party of our much loved British Airways Account Manager who has decided rather than working within the travel industry, she wants to do it for a few months and is soon to be setting off with her partner to South America for a six month trip. |
|
