Training and Employment

Our staff are encouraged to further their training and qualifications. They receive continuing input on trends and developments in the travel industry and are constantly up-to-date on all aspects of travel services.

The company holds the Investors in People certification, since it is passionate about training.

In the most recent independant audit for our IiP accreditation, the auditor interviewed a random 80% of our staff. He later reported that the staff believe: 

1. They make an important contribution
2. Changes are made in appropriate ways
3. Processes are good, well documented and robust
4. They work in an open and supportive culture. 

As of 1st September 2009, our staff on average, had 5.8 years service each with the company, and

• 18.0 years average Corporate travel experience in our Corporate Travel department
• 17.0 years average Leisure & Groups travel experience in our Leisure Travel & Groups department
• 15.1 years general Travel industry experience across the whole company

Our staff are the key to our success. Through their professionalism we rarely experience any Client Concerns, but in the event of any problems all relevant information is routed through our client concern reporting procedure, which is an integral part of our ISO 9001/2008 system.

Medway Travel recently had its external audit under the Investors in People accreditation scheme, and Quality South East subsequently sent us a full report written by their assessor, running to 18 pages. It contains many direct quotations (all anonymous, of course) from the many interviews the auditor conducted.

We are proud to be able to say that the company passed on all counts, with all requirements fully met.

To give readers a flavour of the company and our management style, the following extracts may be of interest (the text is verbatim, whilst the headings are ours for your convenience).:

Effective and helpful appraisals

One person described how, "My appraisal gives me the chance to talk about the training I need and also to talk about the best way of doing it, we recently agreed a course of action and I was able to cover all the things we'd agreed". Someone else said, "We talked about the need for some training on ........  and it all took place, it really helped".

One person described how they felt by saying, "The needs that come out of appraisals get picked up by..... and everything's planned on the basis of its importance to the person and the team". Someone else said, "It's not just one group of people who get the opportunity, some people obviously need more than others but everyone gets support".

Appropriate training

People were clear that there is a commitment to make sure that they have appropriate access to learning and development, and that their needs are dealt with on a fair and equitable basis. One person described their feelings by saying, "there is a commitment, they're very good like that and things get done fairly". Someone else said, ".....is fully involved in supporting us, we get treated as equals in our team, it doesn't matter where you sit or what you do". Another said, "We've done quite bit of training one way or another and it's helped a lot, everyone's doing some sort of training all the time really".

Staff involvement

People were able to provide a number of examples of how they have been encouraged to improve their own and other people's performance. One person said, I've felt part of things since the word go and I've always been asked what I think, everything's very open". Someone else said, "I've made a number of suggestions and they listen to what I have to say. I feel I'm able to contribute like that". Another said, "We have regular meetings and they give us the chance to discuss how we do things, but ...... is always encouraging us to contribute like that anyway".

People were able to give lots of examples about how their managers were effective in supporting them. One concerned the way in which someone described the personal coaching they were receiving to help them understand more about specific aspects of their job. Another was the way that someone described how they expected their manager to be actively involved in providing clear direction for their efforts and encourage them to improve their individual performance. One person summed up their feelings by saying, "we get a lot of help and support to do our jobs. ......has been very good in that respect". Someone else said, "The support is really good I don't think it could be much better, everyone works together well, everything's very open and . ....is really helpful, if I get a problem I can talk about it there and then".

New staff induction

Staff turnover is low but people who had joined the Company over the recent past were able to confirm how they had gone through a structured period of induction and initial job training. They described how this had giving them the opportunity to gain a good understanding of what the Company was trying to achieve, how it was structured and how they were expected to contribute. One person described how, "I know what goes on elsewhere and its much better here, everyone's very supportive". Someone else said, "Everything's was very thorough and that makes a big difference to you". Another said, "I've been able to learn about what I'm expected to do and since I've started. I've had regular meetings with...., so I know how I'm doing".

Continuing improvement

People were fully aware of the impact of their learning and development at individual, team and organisational level. One person described how, "The training I've done has achieved a lot, I'm more effective, and so is the team, and it's also meant that our clients are happier and have more confidence in the work we do and that's good for everyone".

Probably the most telling evidence to support this Evidence Requirement was the fact that people found it very difficult to identify how the company could improve the way in which they were managed and their development needs were supported. One person said, "There's nothing really that stands out, they're on top of everything, as soon as something new comes along they're ready for it, ... always seems ahead of the game". Some one else said, "Things have just got steadily better really." Another said, "It's a difficult question to answer, things have just got better really, we always know where we stand and we get all the support we need, they listen to what we say."

It is the policy of the company to recruit only the highest calibre of staff appropriate to their role.

All staff are taken on for a probationary period and undergo a formal induction. Any recruits who fail to demonstrate their ability to meet our exacting standards are not confirmed.

All Staff continue to receive on-going training, appraisals and guidance. They are expected to partake in cross-training to widen their range of ability and gain an understanding of others’ responsibilities. They partake in regular staff meetings and are encouraged to participate in policy development.

The company follows an equal opportunities policy for all workers, job applicants, clients and customers, irrespective of race, sex, colour, nationality, ethnic or national origin. We value a diverse customer base and the individuality and creativity that every worker potentially brings to the team. Thus:

· Staff members, job applicants, visitors, and clients will be treated fairly, openly and honestly, and with dignity and respect.

· No job applicant or staff member will receive less favourable treatment on grounds or race, sex, colour, nationality, ethnic or national origin.

· Equality of opportunity is about good employment practice and makes sound business sense. Steps will be taken to make sure all business practices ensure equal opportunities. 

· Recruitment, training and promotion opportunities will be made as widely available as possible.

· Selection criteria for employment, training and promotion opportunities will be entirely related to the job.

· Employment decisions on recruitment, promotion and training will be made solely on merit.

· Everyone has the right to work and do business in an environment free of unlawful discrimination and harassment. We do not tolerate such behaviour under any circumstances.

· Disciplinary action, including dismissal, may be taken against any member of staff found responsible for harassment or discrimination.

· Any member of staff or trainee who believes he or she is being discriminated against, victimised or harassed is required to raise the matter through the company’s complaints procedure.

The company provides each year a limited number of work experience places for school and college students, and an internship for MBA students from abroad.

Internships for Foreign Students

In line with Medway Travel’s interest in Training, we have had a number of German, French and Scandinavian speaking second degree students interested in international business, on two to five month internships, over the last few years. Both we and they have enjoyed and benefited from the experience.

We will be pleased to consider applications for future placements, but as we are a relatively small company, we can accommodate only one intern each year. This means, however, that our interns receive personal attention from all staff up to and including the managing director.

The following was written by our 2006 intern, Ulrike Eder, and provides a typical and enthusiastic summary account of her time with us:

When I decided to do an internship abroad, I was not quite sure whether I could cope with language barriers as well as intercultural differences.

However, from the very first day of my internship with Medway Travel on, I was given the chance to be part of an outstanding working relationship where everybody helps, supports and encourages one’s fellow colleagues.

I was always treated with respect and as a valued member of staff by everybody.

In my first couple of days I was given a list of projects, which were compiled by the Managing Director, Paul Julius, in accordance with the responsible managers respectively. Those projects were then to be carried out after consultation with Paul.

As for the tasks themselves, they covered a wide range from client visits with the sales managers, doing a competitor analysis, working on marketing issues, to booking holidays and conference facilities. As for all of those projects, I was given a lot of responsibility and everybody fully involved me into the day-to-day business in order to give me a better understanding as well as some background information.

Another part of my experience comprised attending the weekly manager meetings as well as separate meetings regarding specific issues, which I was allowed to take part in.

Concluding I would like to say that I really enjoyed the time I’ve spent with Medway Travel and I definitely would recommend the company without any doubt to any potential future intern.

Please do not hesitate to contact  me if you require further information.

University of Economics and Business Administration
Institute for International Marketing and Management
Augasse 2-6
1090 Vienna
Austria

e-mail: eder_ulli@hotmail.com
telephone: 0043/650/6258669  ”

And the following was the report from our French intern who was with us during the summer of 2007:

I was looking for a training placement abroad, but I was quite afraid that my English wouldn’t be good enough for a company to give me interesting projects.

However, from the first day I came to Medway travel, I was really involved in the company.

I joined the Managers meeting every Monday morning to improve my English and understand the company’s organization as well. Nobody left me alone: My colleagues helped me to spend my stay as smoothly as possible and made me very welcome.

At the same time, I was given a list of tasks for the three months like doing a leisure figures analysis or creating a report on NetTrans (profitability analysis).

Paul explained to me the objectives and I had to think on my own about the process. After, we always had an appointment and he suggested to me some ways to improve my results. I learned a lot because, firstly I thought by myself and secondly, I was shown other ways of looking at the project

I have really enjoyed these three months and would clearly recommend MTL to a foreign student.

Celine Rietmann.
French School of Business and Management.
Email: crietmann@egc-vesoul.fr .
Telephone: 00333 8445 5892.