Travel Agent - December 22, 2009 - (Page 54)

NEWS IMPACT Travel Counsellors Ramps Up for 2009 TRAVEL AGENT WAS ON LOCATION in November for UK-based Travel Counsellors’ (www.travelcounsellors.com) 2008 conference in Marbella, Spain. The host agency, which has agents in England, Ireland, Scotland, the Netherlands, Australia, South Africa, the U.S. and, most recently, Canada, welcomed more than 1,300 delegates for a weekend of company updates, fam trips and Travel Counsellors’ Chairman David Speakman Mackenzie Allison lectures geared toward different aspects of the industry—including talks on how to get through the recession and upgrades to the company’s technology. The conference was held at the Marbella Exhibition and Conference Center and was sponsored by the Spanish Tourist Office and the tourist offices of Andalucia and Costa del Sol. Words of Encouragement As could be said for most companies’ words of wisdom to their staffs CONNECTING YOU For more information on host agency updates, visit www.travelagentcentral. com/consortia during tough economic times, the overriding theme of the conference was inspiration, perseverance and how to get through the recession. During his opening speech, Chariman David Speakman spoke of a bullfighter, Manuel Benítez Pérez, who was gored by a bull but fought again 22 days later—the point being that perseverance prevails. In a similar vein, on the closing day, guest speaker Annabelle Bond, an ovarian cancer survivor, told her story of being the fastest woman to climb all Seven Summits, the highest mountains on each continent. She told the crowd to always set goals. Speakman encouraged agents to get through the recession by connecting to their existing clients on a more personal level. “Don’t transact, relate” was a phrase often uttered by many of the directors and general managers. “Create a social contract with the customer, not just a transaction,” Speakman said. “You create an emotional attachment with the customer, and that is the advantage. Don’t be complacent. Who[ever] owns the customer wins. The single reason why people go bust is because of complacency; make the emotional attachment part of the process.” Travel Counsellors’ team also encouraged agents to use their personal databases as a way to increase and improve their businesses. Rachael McNally and Rachel Goldrick from the Travel Counsellors’ Marketing Department pointed out that the database is the key to making the most out of customer inquiries and that by using the database, agents are dealing with customers that know them and can therefore nurture those relation- ships, as opposed to spending money on pamphlets and other marketing materials to attract new customers. Also, by keeping up to date with the database, agents can eventually bring in new customers who share common traits with existing customers. For example, if most customers live in a certain zip code, that might be where an agent should go door to door and pass out materials about their agency. Upgrades to Technology On the technology front, upgrades are being made to Travel Counsellors’ proprietary dynamic packaging system, Phenix. From the home page, agents can now search for separate component parts or do a search to find a vacation to suit a client’s needs. As the agent “builds” the vacation for their client, they can view how the commission is building with each addition. Phenix continues being tailored for North American customers with the addition of both global and U.S.-based wholesalers, as well as Travel Counsellors’ own proprietary program of direct hotel contracts. Phenix is also connected to each agent’s own personalized Contact Centre, which is linked to their client base. Phenix has increased earnings of Travel Counsellors globally and is expected to increase the margin of its U.S. Travel Counsellors over the course of 2009. Travel Counsellors USA Several updates have been made, and are in the works, for the U.S. branch of the company, which launched in 2006. In an exclusive interview with Travel Agent, Darya Camacci, senior vice president of operations for Travel Counsellors in the U.S., told us that the Apollo GDS system now flows through Phenix for the U.S. branch. Also in an exclusive interview with Camacci in November, Travel Agent learned that the U.S. branch would be adding a corporate division to their operations in January 2009. Camacci explained that the U.S. branch is already out of the stages of testing and will bring in five corporate agents to help with 24hour service. “Right now, our travel counselors operate with small- to medium-size business,” Camacci says. “Corporate agents can link up with our leisure agents and know more about a destination from a leisure perspective.” The launch of this division is expected to be a huge boost to the company’s sales. In turn, corporate and leisure agents can also pair and work together on an account and share the commission. Camacci took over the day-today operations of the U.S. branch after industry vets Peter Rasmussen and Joanie Ogg left the company earlier this year. Camacci commented on the changes in staff by mentioning that Rasmussen served his purpose in the company by helping to build the management team of the U.S. branch and that Ogg decided to pursue other ventures. Camacci looks forward to the new updates to the U.S. branch in 2009. —MACKENZIE ALLISON 54 | TravelAgent December 22, 2008 http://www.travelcounsellors.com http://www.travelagentcentral.com/consortia http://www.travelagentcentral.com/consortia

Table of Contents Feed for the Digital Edition of Travel Agent - December 22, 2009

Travel Agent - December 22, 2009 Reality Check Contents Online Now From the Editor Mexico: The Riviera Maya has Hotels for Every Taste and Style Europe: The Brand-New ME Barcelona has an Exciting and Stylish Vibe These Europe Deals Can Get your Clients Moving Las Vegas: Big Plans are in Store for Sin City Next Year Caribbean: Even in a Down Economy, Almond Resorts is Growing Cover Story: Industry Deals of the Year Tips to Weather the Economic Storm Julia Aliseo Specializes in Cruises Social Networking can Spur Growth Niche Cruises Offer Great Deals Industry Reacts to Mumbai Attacks Travel Counsellors Ramps Up for ‘09 Change is Underway at Air Jamaica Uniglobe Travel Center Expanding Agent Access Editorial Index Advertising Index In the Spotlight Special Supplement: Caribbean Travel.com

Travel Agent - December 22, 2009

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