Host: Let’s delve into your career history. Let’s begin with working with airlines.
Guest: I returned home (to Ghana) from the UK to continue with nursing and to get married. My experience at the hospital I was working at, was a nightmare. I had been exposed in my work abroad to new tech procedures which most of the nurses here didn’t know about then, creating a lot of work-related problems for me. Upon advice, I resigned to join my husband’s company, which was dealing with exportation of shark fins. It was good, but l yearned for a work environment which would enable me meet different people all the time.
On a 3-month’s trip to the UK, a colleague shared an article she read about travel nursing. Married and comfortable, but still restless, I decided the next best career move was to work with airlines. I registered for the British Airways (BA) ticketing course after which I was employed at the airport as a load control and passenger handling and check-in officer.
Host: At British Airways what challenges did you have handling passengers?
Guest: Ohooo, you meet characters good and bad, beautiful, nice and ugly.
You have to be smart and alert. We were trained in handling passengers when dispatching flights and were sensitized to be security conscious. You must be compassionate yet discerning to know how to handle various situations.
Host: What does the ‘load control’ aspect of the job entail?
Guest: Loading control is concerned with seating passengers and locating cargo in an aircraft in such a way that it can take off, fly and land safely. We do this by producing information on the weight and size of freight and luggage, and the number of passengers on board an aircraft.
By weighing passengers’ luggage, and we ensure that baggage containers are loaded with the exact weight for a minimum of 45 bags per container with luggage of 23kg and 32kg for economy and business respectively for every passenger. When loading, heavy containers are placed to the back as the front of the aircraft must be lighter than the back for a nose take off.
Host: You must have been deeply involved in performing these functions for you to still remember these details! Some of us just board our flights without considering any of such details. All we desire is a smooth and safe flight! Making reference to your profile, may I suggest you were still exploring career options when you opened a gift shop or were you just being adventurous?
Guest: I worked at British Airways (BA) only on flight days, then 5.am to 10am. I had a lot of time on my hand. I couldn’t see myself sitting idle. l therefore decided to open the shop for extra income to help others.
Host: Aaah, that’s basically training yourself to take up responsibilities and building your leadership roles without knowing it!
The question which follows is quite ‘loaded’ so take your time in responding to it.
How did you get to work with Swiss Air as Airline Official/ Accounting assistant/Sales representative for twelve years! What was your entry level position and how did you grow to attain this position of a Sales Representative?
Guest: l remember one day, ‘bumping into’ the Swissair manager then at a supermarket, greeted him and jokingly said, “if ever you need a part-time staff l am available”. Three months later, l got a call to pass by for a meeting. It was more of an IQ dialogue. I had no accounting background except what was taught in secondary school but common sense prevailed. I was presented with a problem and I told them how l would solve it. The following day, I was offered a part time job as “Assisting Accountant” to work from 1pm to 5pm.
I was given an in-house training for a week, meanwhile BA manager was not happy with my move so I worked the two airlines for three months before BA released me. After two months on the job at Swissair, l found ways to enhance billing companies for prompt payment. l again had time on my hand and started helping the ticketing staff. During the First NAM Conference in Accra, I suggested to management that with the number of visitors coming into the country, we should get a small office at the Golden Tulip Hotel, now Lancaster Hotel, to handle passenger issues. The manager saw the wisdom in my suggestion and asked me to take full responsibility. It was a great success. In my eighth month in accounting, ensuring proper measures were in place, I was offered a full-time job as ticketing personnel and was called on sometimes to support the accounting department.
While in Zurich for a course, I got promoted to the position of a sales representative of Swissair. and my training was extended for two more weeks.
Host: This is interesting; demonstrating boldness, taking initiatives and I believe your faith was playing a significant role in all of this. Describe your typical day in the position of a Sales Representative.
Guest: I became the bridge between the company and customers. I had a schedule to visit all the companies we were servicing their travels and was tasked to find new companies and report directly to the sales manager.
Host: As an Airline Official/Accounts Personnel/Sales representative, the transition to open a travel agency must have been without much difficulty, is that right?
Guest: After so many years handling the corporate accounts for Swissair, I built trust with our customers and developed confidence in my job. So, when Swissair was folding up, I had in mind to move to London to join my colleagues working as travel nurses. That was not meant to be as a top Swissair company Executive invited me to his office to ask about my plans after the closure of Swissair. He laughed when I informed him of my intention and literally ordered me to fill forms towards opening a travel agency. Everything was like a movie and here I am from 2002 to date, HIS GRACE AND PURPOSE FOR ME HAS BEEN SUFFCIENT.
Host: What an amazing career story! This is very inspiring. It is good to acknowledge the works of God in our lives. A scripture verse (Joshua 1:8), speaks about God having plans for His children.
Looking at the Ghanaian work environment, what are the current dynamics in looking for jobs in aviation and what advice would you give to the youth in particular?
Guest: Gone are the days when you are employed because of your qualifications or competence. Now, it seems you must know someone to ‘fix you’.
My advice is that they know what and where they want, and to be bold go for it.
Host: There seems to be the belief that people who work in the travel industry travel the world for free. Is this true?
Guest: YES AND NO. THE PAY IS NOT MUCH TO WRITE ABOUT, SO, AIRLINES OFFER FAMILY TICKETS BUT IN THE LOW SEASON WHEN FLIGHT IS NOT FULL. STAFF CONCESSION IS DIFFERENT FROM THAT OF TRAVEL AGENTS.
AGENTS GET TARGETS AND IF MET YOU GET A GOOD DEAL. AFTER COVID MOST AIRLINES HAVE STOPPED, YOU WILL ENJOY A DISCOUNT.
Host: You are currently operating your own travel and tour organization. What motivated you in setting it up?
Guest: The market was ripe, was at the right place at the right time. AGAIN, THE HAND OF GOD working for me, as in the story I recounted earlier.
Host: As a professional in this area of the tourism industry, what are your responsibilities?
Guest: I look for clients to service their companies. I offer advice and try to get the best ‘travel deal’ and make their trip seamless.
Host: What types of job offers and career opportunities do travel agencies usually offer?
Guest: Ticketing agent, accountant, supervisor and sales representative.
Host: What are the general requirements in being employed in such positions?
Guest: You have to take appropriate /corresponding IATA courses to gain important knowledge and skills from industry experts. The travel industry operates in a completely different language; using 2 and/ or 3-letter codes.
Host: What are the growth opportunities for individuals who come with minimum requirements?
Guest: I have trained staff who had no idea about offering travel services but with determination, they also operate their own agencies.
In this world you can be anything if you stay focus on your dreams. I decided to be different and the sky is the limit. Still trying other things.
Host: Indeed! We must all aspire to maximize our potential, reach the top, pursue excellence, break boundaries and achieve greatness! Thank you so much for your openness, all with the aim of encouraging ‘up-and-coming talents’ searching for meaningful and self-fulfilling careers.
This conversation has been between the Blogger, Mrs. Egi Gaisie and Madam Vivian Mary Abbey, the Executive Director of Venture -G. Travel and Tours, current President of SKAL International Club, Accra and a former President of Rotary Club of Accra (from July 2011 – 2012).
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