My day as a Guest Ambassador for IC Bellagio clients begins, appropriately enough, cruising on Lake Como. I commute to Bellagio by ferry every morning – one of the perks of living on the lake! – and spend the 15-minute crossing checking my trusted Blackberry for any requests that may have come in by email overnight. Then, once I arrive in the office, I respond to urgent emails or phone calls and complete my “Out of Office Log”. This document records any phone calls or requests I dealt with since I left the office the previous day, making sure the booking agents assigned to those travellers are kept up to date. Our “Planning By Day” document determines what is in store for the rest of the day. It logs arrival and departure details for our travellers and all of the excursions that are taking place across Italy on any particular day.
I might spend an hour or so making phone calls to clients, welcoming them to Italy, checking in with them mid-trip or bidding them farewell the day before they leave. Our clients really seem to appreciate this little courtesy. It reassures them that they can contact someone who speaks their language if anything goes wrong and shows them we care. For some clients, those three phone calls might be the only contact we ever have – often the case with seasoned travellers that value their independence. Others might require daily attention, ringing in to ask where to meet a guide or what time their driver will collect them. Of course, we give all our clients a detailed itinerary to bring along, but if they prefer a quick phone call, we are happy to oblige!