We never stop. Every day, we’re snowed under. If anyone’s off, we’re buried in inquiries all day. I was just a consultant, and a new one. One day, our manager and supervisor were both off. That was a real problem, because they both used to help and take work off us when we got too busy.

I got appointed supervisor, temporarily. The six of us were absolutely socked in. It was so bad I had to ask everyone to take short lunches and skip breaks. It was a holiday booking period, and we did nothing but talk to clients. The result was that we had hundreds of bookings to do, most of them multiple. I saw a backlog building, and knew we could expect the same deluge for the next few days. I rang the manager, explained the situation, and said we needed some overtime to get the bookings moving. I explained that everyone understood the situation, and all of us would stay back if it was OK. He agreed, and we cleared up all our bookings before going home.

The manager and supervisor came in the next day, and asked how I did it. I just said we classified the bookings into destination areas, and used teams to go through each area, systematically, using our client hotels and airlines, in batches of bookings, and used email to confirm them.

Next thing I know, the manager moved to head office, and the supervisor became the manager. I was promoted, because they said their problem had been staff turnover, and they’d needed someone able to fill the supervisor position before those two could move up. They said I showed leadership, initiative, and had recognized a real problem. We’re still snowed under, but the system I invented is keeping it under control.

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