Brain food: Unlikely managers - Coach tour guide - Adrian van Hecke, driver/courier, Shearings Holidays
When did you become a manager? In 1988 when I first started here and was sent out with a coachload of people. What does management mean to you? It means looking after the welfare and safety of the passengers, and making sure they're enjoying their holiday - and being a good driver. One of the problems I encounter is people being late back from a break, especially if we've got to catch a train, a boat, a cable car or a cross-channel ferry. I also manage the way the hotels work with us so that they meet our requirements, not the other way around. At the moment I stay at home rather than at the passengers' hotel, but I'm on call all night in case something happens, like a death. That has happened four times - many of our passengers are elderly. It can be very stressful. The first time I just cried because I was so upset, but you have to show professionalism towards the other people on the trip. What do you love/hate about it? I love the variety - every week is different. I don't know what's going to happen when I set off in the morning. There's nothing I hate, but I do dislike dealing with rude hoteliers.