Travel Agent - June 9, 2008 - (Page 72)

BUSINESS OPER ATIONS AGENCY PROFILE Montrose Travel This highly profitable agency shares its secrets BY GEORGE DOOLEY IF YOU ARE LOOKING FOR A MODEL OF A SUCCESSFUL TRAVEL AGENCY that has met the challenges of achieving profitability and passed the tests of both innovation and managerial excellence while delivering high-integrity services to a diverse client base, take a hard look at Montrose, CA-based Montrose Travel. In an interview with Travel Agent, Joe McClure, Montrose' s president, said that 2007 set a new sales record well in excess of $110 million and that the first quarter of 2008 had seen a 26 percent gain in sales and a larger increase in the full-service agency' s profitability. While cautious about the economy and the balance of 2008, McClure believes that Montrose, a member of Ensemble Travel Group, is in a strong position to survive any downturn and will continue to prosper. This year will also see Montrose launch new initiatives and build on its 52-year record of profitable growth. With seven operating divisions, including powerhouse MTravel.com, Montrose' s host agency division headed by Andi McClureMysza, Montrose has shown that it has the management skills to benefit from diversificationÐan d the ability to win in one of the world' s most competitive markets. Montrose benefited from early adoption of new technologies that have given it a competitive edge. This includes more than 400 private-label websites, online booking tools and e-mail promotions integrated with management information systems and controls that every agency needs. McClure gives significant credit to Revelex, Montrose' s key technology partner. Key to Montrose' s success (the agency has been managed by the McClure family since 1972) is its ability to serve diverse clients. Its Loyalty/Rewards and Credit Union Division, for example, handles more than 7 million Visa and MasterCard members' rewards program transactions. Montrose also recently won a very large contract from a major financial institution to manage a similar travel rewards fulfillment program. 72 | TravelAgent June 9, 2008 Andi McClure-Mysza, head of Montrose Travel' s MTravel.com division, with her children at Disneyland Among Montrose' s successful divisions are units focused on servicing credit-card rewards programs, credit unions, entertainment accounts, groups and incentives and corporate travel management, all run by seasoned and skilled managers. MTravel.com, another Montrose Division, is among the agency' s crown jewels. And like Montrose, it has enjoyed profitable growth. With 350-plus agents, MTravel.com has a reputation for innovation, quality and integrity of operation. McClure-Mysza also serves as the president of the Professional Association of Travel Hosts (PATH) (www.pathonline.travel). ª Early on we saw the importance of independent and home-based agents and the role of host agencies, and have done a good job at benefiting from the opportunity,º she says. Montrose Travel MONTROSE TRAVEL Headquarters: 2349 Honolulu Avenure, Montrose, CA 91020-1821 Phone: 1-800-MONTROSE Website: www.montrosetravel.com Affiliation: Ensemble Travel Group Solid Footing The brother-and-sister team of McClure and McClure-Mysza stresses the need for agencies to have solid financials and a strong, experienced management team and staff. Good leadership means that the agency has core competencies that allow it to perceive and exploit marketing opportunities quickly. They emphasize no debt and a positive cash flow as basics. Both executives have MBAs from the University of Southern California. McClure also recognizes that technology gives agency managers needed controls over productivity and performance down to the individual agent level. When mixed with strong motivation and solid skills, the result is a staff of more than 150 with agents who are profitable, productive and committed to their careers. Montrose Travel has gained recognition as one of the top agencies in the U.S., but like all agencies, it is going to continue to face competitive challenges, McClure says. This includes an often-uphill battle to recruit, train and motivate quality people. McClure is optimistic that the travel agency industry is tough and resilient and that Montrose (and MTravel.com) will continue to provide a model for performance. With a reported 156 percent increase in profitability for the first four months of 2008, few will doubt his professional judgment. I http://MTravel.com http://www.montrosetravel.com http://MTravel.com http://www.pathonline.travel http://MTravel.com

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Travel Agent - June 9, 2008 Online Now Contents Contributors From the Editor From the Publisher Pacific/Asia: Hong Kong’s Kowloon District Honors Chinese Traditions while Brandishing Cutting-Edge Style Hawaii: Nature Lovers with an Urge to Get Out and Move Flock to Kauai - Hawaii's Garden Isle Pacific Northwest: Washington State has Become the Hot New Destination for Wine Lovers New Zealand: Two New Hotels Make Queenstown Even More Enticing Las Vegas: The Coolest Places to Beat the Heat are the Exclusive Pools at Las Vegas Hotels Central & South America: A Restored Railway Line Offers a New Way to Enjoy Quito Caribbean & Bahamas: Nikki Beach Hotels' Aggressive Expansion Continues Europe: Reporting Back from the German Travel Mart in Munich Cruises: Princess Cruises Introduces a Group Amenity Feature Cover Story: Costa Cruises Delta/Northwest: The Airline Merger that Could Change the Industry Hotels: Historic Hotels are Going Green Spas: Indulging Guests, with an Environmental Focus Agent Profile: Montrose Travel Shares its Secrets Passport Online: The New Website Supports Agents, Supplies and Consortia Agenda: From Trips, Deals & Incentives, Calendar China Continues to Welcome Visitors Alternative Fuel for Cruise Ships News from the Caribbean ARC Launches Accreditation Program In the Spotlight Agent Access Classified Marketplace Editorial Index Advertising Index Trendwatch

Travel Agent - June 9, 2008

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