Railbookers Group reviews

Thank you for taking the time to post your review. It’s a shame that you were unable to find success with us. However, it doesn’t seem like the picture you are trying to paint about the company is honest or transparent and we would like to address your points. First, we pride ourselves in hiring the best staff as well as ensuring everyone feels like they are a trusted, valued and impactful part of the company across all our offices in London, United Kingdom, Beverly, Massachusetts, Laguna Hills, California, and Sydney, Australia. We want to make sure we are providing ongoing training and support to our staff as they learn the role they were hired for as well as becoming familiar with our company culture. You mention micro-management in your review and of course, nobody likes it when someone is always checking their activities but ensuring our team is well trained and feels confident when speaking with our customers is critical to the success of the company. You might want to ask yourself: Did your workplace performance or behavior invite your manager to spend more time with you to get you up to speed? Did you ask your manager for help or take their advice regarding training and development? Perhaps you were not learning or internalizing the training you were given, so your manager offered more attention and support to help you get up to speed. There is never a time when an employee is not allowed to take their scheduled breaks, use the restroom, or go on lunch. Please don’t lie. On the contrary, when employees abuse their scheduled breaks and leave their team hanging, disciplinary action must be taken. Our top-performing call center staff understand that being available and supporting customers is their highest priority. They respect the breaks and lunchtime of their co-workers. At times, we see some employees abuse this and it is a domino effect that affects the entire team. To address your concern about the “20something yr old supervisor” who recites bible passages to train you … while we do accommodate our employees’ religious beliefs, we do not allow religious discussions to go on at the expense of other employees i.e. interfering with work or job performance. We also do not promote or allow for favoritism among managers and staff. It’s important for you to distinguish favoritism from performance or lack thereof. We work with an honest, transparent way of management in an effort to develop our teams and support their learning. We never lie to clients when putting together a dream trip for them. The goal of our call center is to help customers who contact us get the information and service they deserve. We are there to handle any questions or needs related to their trip. Our team reviews calls on a weekly basis as part of ongoing training to ensure we are delivering the best customer service possible. This is best practice for any industry to ensure you are delivering world-class service and a key aspect of training. Our guess is that you didn’t like having your calls listened to by yourself or in the weekly group (as we do for everyone) or being held accountable. These periodic check-ins are put in place to determine progress and to indicate what’s working and not working. As for our Glassdoor reviews being fake, we do not incentivize or force any staff member to write reviews. We do, however, ask employees who’ve come back from one of the complimentary trips we send them on all over the world (Italy, Switzerland, Norway, etc.) if they would like to post about their travels and overall experiences. Unfortunately, you were not with us long enough to go on one of these trips. Again, thank you for taking the time to post your review. But we would advise the next time you review a current or former employer that you are honest in your evaluation. We hope you find what you are looking for in your career, because whoever you are … if we didn’t believe in you … we wouldn’t have hired you in the first place. Our suggestion to you is also to be self-reflective, work hard, and show up on time. If you do these things, we know….you can achieve anything. Thank you, Kelly Cronin Guest Relations Supervisor & Tyler Wallinger Inside Sales Supervisor

Thank you for taking the time to review YLG. I was disappointed to read your comments about your perspective of the company and the experiences you had while employed with us. However, I appreciate being given the opportunity to address them. Regarding your positive feedback of the new commission model — you’re right — it is pretty great. So far, we have received an overwhelmingly positive response from our Inside Sales Team since we first rolled it out toward the end of 2018. Following extensive research and feedback from employees, the salary and commission structure we offer is very competitive compared with other companies within the industry. As far as the call center schedule goes, supervisors plan these schedules two months out and also take into consideration all vacation requests made the previous year. While schedules are produced based on seniority, our team always tried to accommodate all requests. And let me be really clear here: At no point has the company ever withheld bonuses or altered an employee’s pay without informing them. C’mon. You know that’s not the case. If our accounting team has ever made a mistake on anything they correct it immediately. Our company’s open office floor plan is not just a trendy corporate initiative to squeeze more people together. It is intended to create an atmosphere of collaboration between all levels of employees and cultivate a transparent culture. We practice this setup in all four of our offices around the world and have observed that it truly makes a difference in terms of teamwork between employees. Our Beverly office was the last office to put this open floor plan into effect. Another point worth mentioning: Each one of our call centers features a chime/notification that goes off when inbound calls are placed on hold to reduce queue wait time. We do this to help maintain our superior level of customer service. Being responsive and getting back to our potential customers in a timely manner is essential. Without our customers, we would not be in business. Prospective customers (as well as those who have already booked with us) want to feel like they matter. Because they do. Unfortunately, we can’t cater to each individual employee’s schedule when it comes to company events. If anyone is requested to come in on their day off, we pay them OT if they can show up. For instance, our company Kick Off is held once per year. During the Kick Off, we review the previous year’s accomplishments, lay out the current year’s goals and benchmarks, and recognize our staff for length of service awards. This is an important event, and for that reason, we ensure everyone who can attend is compensated for their time. Lastly, our HR department listens to and addresses any and all concerns or disputes raised by employees and is always available. Thank you, again, for your time with YLG and for sharing your review. Overall, it sounds like you were incredibly unhappy working with us and not the proper fit for the role. Please feel free to give me a call directly at 978-867-1109 if you’re interested in having an open dialogue related to your employment with us. All the best to you and your future career endeavors. Frank Marini President