Kalpesh Gore, a Liquor Specialist in Heathrow’s Terminal 3, was originally inspired by the BBC’s Airport programme. He left his job as a security officer seven years ago and started out as a Customer Service Assistant with World Duty Free – a job that gave him a very good grounding and a broad knowledge of our unique business.

“After about a year, my Manager gave me a chance to train for my specialist role. I didn’t have any real knowledge of liquor at all at that point, but the courses that WDF put me through were great. It’s not just formal training either. I got to go on free visits to various whisky distilleries, because whisky is one of our biggest selling products. We learn all about our suppliers’ drinks – from the start of the process, right through to the final bottling. It was a fascinating experience that really increased my knowledge and confidence when it comes to selling the product.

“I love working here. Every day is different and time absolutely flies, even though I work quite long hours. There are some great perks too. Last Christmas, we sold enough Cadbury chocolate to cover 12 football pitches and were given a tour of their factory. Needless to say, there was a lot of free chocolate!

“A particular highlight for me was selling a couple of bottles of Remy Martin Louis XIII Cognac. They were £1,299 each and were bought by a businessman going to the US. On a day-to-day basis, the thing I love is getting to know the customers. You wouldn’t think we’d get regulars, but it’s surprising. Some people even know us by name. The important thing is that you keep on top of the new products and always know what’s going on. And of course impeccable customer service skills are vital.”