Missing luggage, injured guests and ferry strikes…

Graeme Mitchell, MD of Fife-based Brightwater Holidays, an AITO member, invites you to be a fly-on-the wall observer in the company’s office….

It is 7.55 am and Alison is first in, checking the overnight emails while sipping on her builders’ tea with two sweeteners. Jenni appears next and pops her head round Alison’s door, explaining the implications of the French ferry strike and how she managed to grab the last slot on Eurostar for our group. "Oh and a lady fell over in Sissinghurst and has bruised her arm, but she’s fine and has stayed with the tour," Jenni adds.

Andrew is moaning about another Dundee United defeat and how it was a blatant penalty; meanwhile, young Greg is busy making a round of teas and coffees.

The phones start ringing at 9 am and don’t seem to stop all morning, keeping Evelyn, Susan and Moira busy with bookings and answering questions about pick-up points and tour availability.
"Andrew – what time does the Barra ferry get into Oban? I’ve got a lady who wants to leave her car there."
"When’s the best time to see the roses in Ninfa – is it May or June?"
"Yes, we can arrange an overnight bed and breakfast the night before your holiday – we have a nice one that is a short walk from our pick up point."
Jenni pops back into Alison’s office and announces: "It’s foggy at Land’s End – no morning flights to St Mary’s. But they think it will clear by 2pm. I’m sure it will be fine."

The sorted mail lands on my desk and I go through the questionnaires and correspondence, commenting: "We are getting great feedback about that new guide Marion Mako – and Jenni, I’m not happy with how the Rouen hotel is doing breakfast, please could you have a word with them and explain to them how to make a decent cup of tea?"

I rally the troops by going around each department in turn, reading aloud some of the good, bad and ugly questionnaires that have come in.

"Graeme, Kay’s on the phone she wants to see those figures for the CAA before you send them off." "Yes, yes, tell her I will."

In the admin department, Hazel and the Julies (we have three) – between gossiping about children and homework – are busy booking garden visits, ferries and preparing rooming lists for hotels.

Jenni’s back: "The fog’s gone – bright sunshine in Lands End."
Kay’s on the phone yet again. My mood darkens as I haven’t yet done the number crunching required for the CAA. I disappear back into my office with a calculator and a crystal ball.

Meanwhile, in accounts, it is cheque-run day and Ann and Lisa are checking and double-checking that we have been invoiced correctly.

"Graeme, you agreed to pay how much for an advert in Gardens Illustrated? And please can I get your receipts for your expenses when you were in Cornwall?"
"Can I take another two singles on the Grand Tour of the Hebrides?" Moira asks.

Greg looks puzzled: "A woman has just asked me if we are doing a tour to Iran?" – "No, that’s Arran you clot – Arran in the Firth of Clyde!"
"Graeme, there’s a Paddy Scott from Scotland’s Gardens Scheme waiting in reception for you."

By mid afternoon, Jenni tells Alison that everyone has now arrived safely in Tresco on the Scilly Isles but that Mr Haversham’s case has not turned up in Cape Town.

Andrew has been bashing out copy on Andalucia for the Telegraph and Norfolk for The Lady Magazine – he truly has an undeniable talent for being able to write 400 words on anything and anywhere in 20 minutes.

Paddy Scott has been delivering some copies of the new ‘Yellow Book’ to be handed out on their forthcoming garden tour to Argyll. He stays for 10 minutes for a coffee and passes on information about a fantastic new garden he’s discovered in Galloway.

Jenni’s been on to the printers doing a round of alterations for the forthcoming brochure.
At five we have a quick group gathering as Moira has been at Brightwater Holidays for 15 years and she is presented with a bottle of fizz. "You wouldn’t get 15 years for murder," Andrew jokes.

It’s now 5.30 pm and the admin girls are rushing home to collect their kids; Evelyn is finishing off an email blast that she wants to get out but needs to incorporate a landscape picture of Costa Rica. Alison is having a quiet word with a coach company about their suggested price increases.

Ann quips: "Graeme, where are your receipts?" "OK, OK Ann, I’ll dig them out."
"Mr Haversham’s case is going out on the next flight – he’s not happy, but is coping with just his hand luggage."

At 6pm we switch the phones to voicemail and there is an audible sigh of relief.
Jenni says: "I’ve just got to sort out the tour manager in Rome, then I’m off to Zumba class."

Evelyn is cursing the email blast but eventually sizes the Costa Rica photo correctly. "Have you not got a home to go to?" I ask.

Caroline, the cleaner, fires up the vacuum and refills the photocopier with paper, collects the dirty coffee mugs and ensures that Brightwater Holidays is ready to go when Alison comes in at 7.55am tomorrow.