Travel Agent - December 8, 2008 - (Page 73)

BUSINESS OPER ATIONS AGENT PROFILE Williamsburg Travel Management This full-service agency turns personalized service into an art THE ABILITY TO CONSISTENTLY DELIVER world-class, personalized services backed by state-of-the-art technology has propelled Williamsburg Travel Management–American Express of Atlanta into the front ranks of fullservice agencies. The company has 16 branch offices and 85 employees. Terry Brennan, president of Williamsburg, reports that his agency is enjoying double-digit growth year over year, with 2008 sales estimated at more than $100 million. “Despite the recession, we are in a growth mode and expect to close out 2008 with record sales,” he says. “We also are looking at 2009 with confidence in our ability to compete and prosper, despite talk of a downturn.” Brennan, who has led Williamsburg for the past 14 years, reports client retention rates in the high 90s and strong client satisfaction. Williamsburg has a business mix of about 75 percent corporate/15 percent leisure and the balance is made up of incentive, groups and meeting travel. One key to Williamsburg’s success has been its affiliation with American Express. As an award-winning American Express Representative Network agency for the past five years, Brennan sees real advantages in the power and prestige of the American Express brand. “The Representative Network offers us outstanding support and [being affiliated with them] is a real advantage in serving corporate and leisure clients,” Brennan says, noting that even strong agencies can benefit from a productive alliance. Another asset is Williamsburg’s long relationship with Delta Air Lines, also headquartered in Atlanta. “We are very hopeful that the coming merger of Delta and Northwest will succeed and fulfill its promise, despite the airline industry’s problems and escalating fuel costs,” he says. Brennan also praises Travelport GDS and Worldspan GDS for a strong partnership that is effectively delivering the management and marketing technology Williamsburg and its clients Terry Brennan, president of Williamsburg Travel Management, is flanked by Ellen Bettridge, VP of American Express Travel’s Representative Network, on the left, and Lynne Biggar, SVP and general manager, American Express Consumer Travel Network USA Williamsburg-American Express Headquarters: 1830 Water Place, Suite 100, Atlanta, GA 30339 Website: www.willtrav.com Phone: 770-952-0430; 800-952-9922; after hours: 800-847-0212 Associations: ARC, ASTA, American Express need. Williamsburg is ARC-appointed and an ASTA Premium member. Among Williamsburg’s 2009 plans are the expansion of leisure travel sales and initiatives that will position the company in the luxury travel market. “We see opportunity,” says Brennan, “despite the competition.” Williamsburg’s Business Model The Williamsburg philosophy is to provide personalized, localized service to corporate travelers, while managing professional, corporate travel programs. This includes reviewing travel policy, collecting timely and accurate data and effectively utilizing travel management data to offer savings opportunities. Williamsburg also offers advanced travel technology with automated quality assurance systems, which ensure that the lowest logical fare has been applied. Other services include electronic monitoring of wait-listed flights and seat requests and using pre-negotiated corporate hotel rates. Williamsburg’s full-service approach—including online booking capabilities for clients—ranges from meeting planning, groups and incentives to vacation travel. “Clients remain our number-one priority,” Brennan says, “and we will remain a client- and market-driven company, providing value-added services supported by advanced technology and quality staff and services.” I CONNECTING YOU To read more profiles of agents and operators, visit www.travelagentcentral.com/industry-profiles December 8, 2008 TravelAgent | 73 http://www.willtrav.com http://www.travelagentcentral.com/industry-profiles

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Travel Agent - December 8, 2008 Reality Check On the Web Contents Contributors From the Editor Europe: Scotland Begins a Yearlong Heritage Celebration Pacific/Asia: Singapore’s Hotel Scene is Vibrant, Inventive and Luxe Egypt: Building Tourism was the Key Topic at the ATS Fall Conference in Cairo Hawaii: Oahu’s North Shore has a Gentle, Laid-Back Ambiance Special Insert: US Airways Vacations—Universal Orlando Master Specialist Canada: The Hotel Le St-James Offers a Taste of Elegance Las Vegas: Sin City May Not See Deals this Good for a Long Time Florida: The Eden Roc Hotel Re-Emerges after a Major Overhaul Central & South America: Chile is an Emerging Hot Spot Caribbean, The Bahamas & Bermuda: Barbados Hotel Undergoes Major Renovation A Jamaica Tourism Official Shares the Island’s Plans Two Little-Known Caribbean Properties are Worth a Look Cruises: 10 Reasons to Love the Ruby Princess Cover Story: Religious Tourism - Faith-Based Vacations are a Growing Niche, and Are Taking Off in Surprising Ways Delta Takes Off: The Delta/Northwest Merger canReshape the Aviation Industry Tours: Traveling in Style with NWA WorldVacations Agent Profile: This Full-Service Agency Turns personalized Service into an Art New Web Trends: Services Aim to Increase Agent Sales Agenda: Fam Trips, Deals & Incentives, Calendar Celebrity Solstice Hosts Forum for Economic Discussion Cap Juluca to Reopen in Anguilla Hawaii Seeks New Tourism Angles IWV: Scam or Opportunity? In the Spotlight Agent Access Classified Marketplace Editorial Index Advertising Index Special Supplement: South Africa: Your Journey Begins Here

Travel Agent - December 8, 2008

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