Frequently asked questions by

How many digital guides will there be during summer 2025?

gerdienelkink — 2025-03-25 10:46:55 UTC

19 FTE sunweb contract, 8 Cygnific FTE during high season

will there be a sales target for the DG team in summer 2025?

2025-03-26 15:17:14 UTC

At this moment, no specific sales target has been set for the DG team for summer 2025. However, if this changes, we will make sure to communicate it in advance.

How is Sunweb going to tackle the conflict of interest arising from the excursion sales between Digital guides and DMC guides working on commission

2025-03-27 11:20:59 UTC

There should be no conflict as base salary is comparable to other roles within Sunweb. The field guides have a much lower base salary and considerably flexible salary. We work for a commercial organization and sales is in everyone's job package. Sales as a service; offering/selling guest experiences is also offering service.

Last July we were 20 digital guides handling ONLY Algarve, Costa del Sol, Costa Blanca, Costa Brava, Crete, Mallorca, Rhodes, Sicily and Zakynthos (excluding all the other dg destinations), and we were really overloaded. Is 17 dg + 8 Cygnific really going to be enough to handle ALL destinations when you compare to last year?

2025-03-30 08:31:11 UTC

We understand that last year was challenging with 20 digital guides covering a limited number of destinations. The current setup with 19 FTE digital guides and 8 Cygnific team members has been designed with efficiency and workload in mind. Next to that we also see that the contact ratio is dropped significantly vs last year and the productivity is much higher due to the new way of working (1st line). However, we are closely monitoring the situation and will make adjustments if needed to ensure a balanced workload and optimal support across all destinations.

How do you expect the digital guides to be able to sell excursions and add a "personal touch" to it when we are not allowed to visit the destinations to get to know them better?

2025-03-30 08:34:34 UTC

Customers expect the opportunity to buy excursions and car rental during their trip. they will ask for it themselves where you can support them to make the booking or give inspiration.

We understand that firsthand experience of the destinations can make a big difference in adding a personal touch to excursion sales. While on-site visits may not always be possible, we are exploring alternative ways to equip Digital Guides with in-depth destination knowledge—such as fam trips and detailed insights from local teams.

Is it realistic for DG to handle 10 calls an hour or is this estimation only for line 1? With new tasks of local sales, and davinci tasks (changing details, compensation calculation etc.) a call can easily take more than 6 minutes and after the call comes the research/handling and logging (including masterfile). Especially worried for DK/SE contact where there is no 1st&2nd

2025-03-31 10:50:43 UTC

Based on the data (average handling time, etc.) that we currently have, we see that an average of 10 calls for the first line is doable. For the second line, we are aiming for 5 calls. Please note that these are averages. It is common that you might handle more calls in one hour than in another. In the reports that Natalie showed last week, we can see the productivity on a daily basis.