ONE TEAM MAGAZINE All things iDS for Summer 2016
September/October 2016
WELCOME from Michael Scheidler, Group Director In-Destination Services
Welcome to the latest edition of One Team magazine
As the season draws to close, Michael shares how pleased he is that, across the Group, the iDS team is being recognised for its great work to put 'Customers at our Heart' this summer.
You said you wanted less words, more pictures and more links so you can pick and choose what to read, so here you have it! All the regular features are there, just click on the buttons to go to the pages that interest you! To let us know what you think
In this edition : Michael Scheidler Update
Our UK children’s charity thanks all of you who found time to host fun events and raise lots of money over the last two months.
July Customer at our Heart winners
August Customer KPIs
iDS team news – all the usual updates Snap Happy – your photo stories Thank yous!
Charity Round-up
Latest commercial update from Björne Sandström
Thomas Cook TV Video shorts bringing you fast-paced news from across the Group every two weeks!
New Chief for Hotels & Resorts division Thomas Cook Group Year-End Pre-close Trading Remember: You can use the Google translate tool on most HeartBeat stories.
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If you any questions, suggestions, feedback or problems you would like to share in confidence with Michael Scheidler please email: contactmichael@thomascook.com
ONE TEAM NEWS
ONE TEAM MAGAZINE
News from across the iDS team
iDS Loyalty Awards - October
read the full stories on HeartBeat 20 Years Luis Diaz Destination Rep, Cuba 1 October 2016
Talent & Development Update Every Voice Action Planning
Continuous Improvement Committee – Meeting update August Customer KPIs
Selfie Competition closes 31 Oct – let’s make these last weeks count!
Great Staff Rates
BOOK NOW!
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‘Quality’ Interview with Jürgen Heiss
15 Years Ben Stassijns Destination Rep, Mallorca 7 October 2016
SNAP HAPPY YOUR PHOTOS
ONE TEAM MAGAZINE
RHODES: Lollo and Bernie were so excited to make new friends on a recent German fam trip at the SunConnect Evita. Lots of hugs and cake before checking out all this great hotel has to offer including the touch-screen technology, new water slides and fun-filled kid’s club.
DUBROVNIK & MONTENEGRO: The difficult drive up a narrow road with 26 curves and then 400 steps to the top of the mountain in 33°C heat was well worth it to enjoy this view of the Lovcen National Park; breath-taking in more ways than one!
COSTA DORADA: In it’s 50th year, the 2016 Gamper Cup saw Barcelona take on Sampdorian in a friendly. The Salou Crew always take an excursion, with 7 coach loads of fans this year! A great time was had by all; the atmosphere was electric and the final score was 3-2 to Barcelona!
ANTALYA: Team Paloma Grida took care of Poppy day and night while her sister was in hospital for 2 days. She had so much fun she didn’t want to leave when Mum & Dad got back!
CROATIA: At one with nature and as a team – our team enjoyed a rare day out together rafting on the beautiful Cetina River.
ALGARVE: After competing in their own Olympics when the East side beat the West, they celebrated by taking Jeeps up the Monchique mountains for dinner, drinks and a lovely sunset.
ALGARVE: Head Rep, Charlotte King recently went with a guest to a local casino after an excursion. A few games of roulette & our very happy customer left with €800, which she’s spending on another holiday to Vilamoura!
TC BELGIUM HQ: All summer, teams have taken turns to host themed parties: from Ibiza nights to Caribbean cocktails. iDS colleagues recently did their bit by helping host a ‘Brit-Party’ complete with G&T and sadly, typical English wet weather!
KEFALONIA: Wendy Taggart and Suzanne Moffatt took their guests to see a turtle nesting site. They were late hatching so experts were giving them a helping hand. A great moment that many guests said made their holiday.
LEFT: COSTA DEL SOL: Rep Lucas Heintzelmann likes an adventure, but took it too far when he got lost while walking in the Andalucian mountains. He spent a chilly night under the stars, eventually making it back, a little embarrassed, the next day. He promises to only take long walks on the beach in future! RIGHT: TENERIFE: One of her smaller guests recently lost their teddy in resort and although Rep, Deanna Phillips was not able to find his original teddy she did find him a new friend, delivered with this heart-warming note. 3
SNAP HAPPY YOUR PHOTOS
ONE TEAM MAGAZINE
MARMARIS: ‘Collin & Chicks’ enjoyed a team day ZANTE: The team took part in the Kalamaki to celebrate their great scores in August. Jeeps, (Turtle) Beach Clean. Their hard work was repaid boats and swimming – that’s the way to do it! when some turtle babies hatched on their watch!
CAPE VERDE: Our funky new Sal office! Funded by On Travel Solutions and designed by Head Rep, Craig McNab & Sofia from the agency.
RHODES: Kid’s reps Jacqueline and Viktoria having far too much fun at the SunConnect Evita chocolate party!
THE BIG REUNION: Balance payment days can be hectic for the team so lots of cake and a bit of dress-up keeps it fun! Poor Dave!
EGYPT: Our Egypt team and local agency helped local communities celebrate “Aid el Adha (sacrifice feast)” by donating food, clothes collected in resort and putting together goody bags for children in areas that have suffered from the lack of tourism.
FETHIYE: The team surprised a 4-year old with a special gluten-free birthday cake they ordered and collected from another hotel! CONNECTED SERVICE: Well-earned nights out for the Antalya (top) and Crete (bottom) Connected Teams.
MENORCA: Head of Operations, Dean Thomas with the senior team on a recent resort visit. 4
COSTA DEL SOL: Ole! A very Spanish welcome for a Paris flight from Airport Manager, Didier and Rep, Lucas.
Read Wendy Elliott’s Side travel blog
SAYING THANK YOU
ONE TEAM MAGAZINE
Lenka Pochlyla, Service Rep, Iberostar Cala Barca, Mallorca „….Was besonders gut war bei unserem Urlaub in diesem Hotel Cala Barca , war zum einen die sehr nette Chefin der Rezeption Frau Davinia, die auf unsere vorzeitige Abreise sehr hilfreich und verständisvoll eingegangen ist und zum anderen das möchte ich besonders hervorheben, die super super gute Hilfe und Versorgung durch die eiseleiterin von Neckermann Frau Lenka Pochyla !!! Sie ist eine der besten Reiseleitungen die wir erlebt haben. Sehr schnelle kompetente Hilfe und Fixierung der gesamten Probleme mit einer sehr kurzfristigen und super Lösung für meine Familie, sodas wir nach 2 Tagen ganz Problemlos zu 6 !!! in ein echtes 4 Sterne Iberostar Hotel umziehen konnten und dabei ALLE bestehenden Probleme auf einmal gelöst wurden. Dafür noch einmal recht herzlichen Dank. Diese Reiseleitung, Frau Lenka Pochyla, ist einmalig gut und kompetent und hat das 24 Stunden Zufriedenheitsversprechen von Neckermann zu 100% erfüllt und ermöglicht. Auch noch einmal einen Dank an Neckermann und Iberostar selber, das die Umbuchung so problemlos funktioniert hat. So hatte man wenigstens eine schöne Resturlaubszeit im Iberostar Alcudia Park mit tollem Personal super Essen, sauberen Pool und toller Strand…..“ Dankeschön
From the Antalya Happy Heart Wall!
Aysha Rowe, Transfer Rep, Crete Thank you so much for all your help yesterday at Heraklion Airport. All your efforts on our behalf were successful. Particularly Aysha Rowe who helped me so much when we discovered your handling agents had not put anything in place to escort Marcus. Aysha went out of her way to ensure Marcus was escorted through Heraklion & in taking me to yourself put in place help at Manchester. She is a charming & caring young woman. A credit to Thomas Cook. Marcus was looked after on the flight over & escorted out to our son when they reached Manchester. I'm sure Marcus would have managed but that wasn't the point. We were told what happened on his inward journey wouldn't be repeated.
Agnes Wambacq, Destination Rep, Lourdes
I appreciate both your help & Aysha's. Thanks to you both there was a satisfactory ending. What could have been a major complaint was avoided.
Stuart & Leanne, Thassos I just wanted you know what an amazing team you have in Thassos, Stuart and Leanne have been looking after my mother as my father has taken into hospital when they arrived. They have gone above and beyond to help her. They have taken the time to have dinner with her, arranging taxi's and help with the ferries to get my mum to the hospital. My husband is now travelling out as my dad is poorly and still in hospital and they helped get accommodation for him at the hotel,. Just wanted you to be aware what a great team you have and how grateful my mum is to them all. Gillian Collins, Cluster Manager Wallasey and Moreton, Thomas Cook Co-operative Travel
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Stacy Lapien, Destination Rep, Costa Brava