RouteOne Awards 2026: Hear from Sam, Finalist for Manager of the Year (Small to Medium Operator)

With less than a month to go until the RouteOne Awards, excitement is building here at Roberts Travel Group as we look forward to discovering whether we’ll be taking home one (or more!) of our three nominations – which includes: Coach Tourism Programme of the Year, Outstanding Customer Experience, and Manager of the Year (Small to Medium Operator), recognising our very own Sam Woolley, Customer Experience Manager for Roberts Holidays.

It’s a fantastic moment to reflect on these nominations, what they mean to us as a business, and the hard work that’s gone on behind the scenes to earn a place on this year’s shortlist.

Today, we’re shining the spotlight on the Manager of the Year category and spending some time with Sam to find out what it takes to be an exceptional manager, how she feels about her nomination, and what a typical day looks like at the Roberts Travel Centre.

Let’s hear what Sam had to say…..

What does a typical day look like for you?

A typical day for me begins with opening our beautiful new Departure Lounge. I like to start early, checking emails and responding to any contact forms that have come in overnight. It’s great to get these sorted before the rest of the team arrive, so they can jump straight into helping our customers – whether that’s answering calls or welcoming visitors who pop in to see us in person.

Throughout the day, I handle customer and staff queries and spend plenty of time on the phones. On departure days, I’m there to welcome our passengers and make sure everything runs smoothly as they set off on their adventures. On return days, my focus shifts to ensuring everything is ready for their arrival back – that feeder vehicles and drivers are in place – so their journey home is as seamless as possible.

As Customer Experience Manager, a big part of my role is making sure my team have everything they need to deliver excellent service. That means ensuring they feel supported, confident, and fully equipped to make every customer’s experience enjoyable from start to finish. I also want my team to enjoy their day at the office and take pride in what they do – after all, we spend a lot of our time here, so it’s important that it’s a happy place to be!

I’m also passionate about ensuring our holidays are inclusive and accessible for everyone – from solo travellers to friendship groups and those with additional needs. It’s really important to me that everyone feels cared for and catered for to the best of our abilities.

And of course, there are plenty of little jobs in between that keep the day-to-day operations ticking along smoothly!

What do you love most about working with our customers?

I absolutely love the sense of community and family we share with our customers. It’s always been really important to me that everyone who travels with us feels like part of the Roberts family.

I live by the mantra of treating others as you’d like to be treated, and I often think: “How would I want my parents or grandparents to be treated when booking their holidays?” That mindset really helps guide how I interact with people.

If we can leave a lasting, positive impression on someone, that’s the best feeling. We’re all human, and how we treat each other truly matters. I’m so lucky to have a team that shares that same outlook - I think that’s what makes us so special.

What’s been your proudest Roberts moment this year?

Honestly, I’m proud to work for Roberts every single day. No two days are ever the same, and everyone across the business - from our Product and Operations Departments to Engineering and Accounts - works together to deliver the best possible experience for our customers.

Being nominated for the Manager of the Year award at RouteOne is an incredible honour. I’m so proud to be recognised alongside so many talented people in our industry. But I couldn’t do what I do without the amazing team around me - their hard work and support make everything possible.

What does this nomination mean to you?

This nomination means more to me than I can put into words. It’s such a wonderful feeling to be recognised for doing what I love. I was genuinely shocked (and very grateful!) to be nominated - and to reach the finalist stage is such a great achievement. I’ve got everything crossed for good luck on the night! 

Any final words?

I’d like to thank my managers for their recognition and for believing in me. Their leadership, encouragement, and support - not just for my department but across the entire company - are a huge part of what makes Roberts so successful.

And of course, a massive thank you to our wonderful customers, many of whom have become dear friends over the years. You’re the reason I come to work every day. If I can make a difference to someone’s day - even with just a smile or a chat over a cuppa - then I know I’m doing something right. I appreciate every single one of you and look forward to welcoming you on many more adventures in the years to come. 

The RouteOne Awards are such a privilege to be part of, and to be recognised among the best in the industry is a true honour - not only for my individual nomination, but for our collective achievements as a team. To also be finalists for Outstanding Customer Experience and Coach Tourism Programme of the Year is something we’re incredibly proud of here at Roberts Travel Group.

If you see Sam in the run-up to the ceremony, be sure to wish her the very best of luck and congratulate her on being shortlisted!

Sam is a valued leader here at Roberts, known for her passion, resilience, and unwavering commitment to excellence. She plays a key role in driving operational efficiency and creating a positive, supportive environment for both our customers and team members. Her dedication shines through every day, and we couldn’t be prouder to have her representing Roberts Holidays on the national stage.

Stay tuned - we’ll be sharing more behind-the-scenes stories and celebrating each of our nominations in the weeks ahead.