Travel Agent Professional April 2017 by Travel Agent Professional

Travel Agent Professional April 2017 Issue 50

Edie Rodriguez Crystal Luxury Corp. Ltd.

Happy Staff Equals Happy Smiling Clients By Cindy Bertram

Auto Europe Renews Maine Seafood Rewards Program for 17th Year Earn Live Maine Lobsters for Business Class Package or Prestige Car Rental Auto Europe, the industry’s ﬁrst global car rental aggregator, has renewed the Maine Seafood Rewards program for Travel Agents for the 17th year. Qualiﬁed bookings include a 7-day luxury or prestige car rental or a business class airfare travel package to Europe that includes hotel and/or car. For each booking, travel agents may choose to enjoy three Maine lobsters or two pounds of salmon shipped fresh to their door. “We’ve renewed this unique incentive for the 17th year at the request of our Agent partners. We’re proud to continue this one-of-a-kind program that not only supports our Agents but our local Maine businesses as well,” said Robert Ardino, Auto Europe’s Vice President of Sales. Maine Seafood Rewards can be redeemed by the booking agent or by their client at the agent’s choice. In accordance with ASTA, Agency owners/managers may choose to exclude their agency or individual agents. The program is valid until December 31, 2017, for travel anytime in 2017 and is open to US residents only due to shipping requirements. For more information or to claim your rewards call 800-223-5555 or email tasales@autoeurope.com.

About Auto Europe With over 60 years of experience in the rental car industry, Auto Europe specializes in helping travelers ﬁnd the best car rental rates in Europe and other popular destinations around the world. Auto Europe’s deep understanding of the complexities of renting cars abroad paired with their knowledgeable team of rental specialists (available 24/7) allows Auto Europe to provide travelers with the highest quality service in the industry before, during and after their rental. To ﬁnd the best rate on a car rental for your next trip abroad or to learn more about renting a car in Europe visit www.autoeurope.com.

April 2017

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Pot Pourri of Pleasant Surprises By Paull Tickner

By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC

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One More Off The Bucket List By Les-Lee Roland Owner of The Package Deal

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Small Ship Cruisingâ&#x20AC;¦. By Mitchell J. Schlesinger MJS Consultants

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Castles On The Rhine By Sue Shapiro CTC, MCC President, Shapiro Travel Resources

Showcase Dream Vacations, CruiseOne, & Cruises Inc.22-23 OASIS Agent.com .........................................15 Tour Management Institute............................24 TRAVELSAVERS ............................................26

Ad Index

Cover Photo: Crystal Luxury Corp. Ltd.

Auto Europe .................................IFC Britain Greatdays.............................3 Host Travel Agency.com ...............23

Travel Agent Professional

RCI...................................BC Amadeus...........................27

2017

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Happy Staff Equals Happy Smiling Clients

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Travel Agent Professional April 2017 Issue 50

Travel Agent Professional Staten Island, NY 10312 E-mail: Ann@travelagentprofessional.com Phone: 718.360.3153

Joel M. Abels

Legend In the Travel Industry April 1927 to January 2007

Ann M. Hoek Publisher/Creative Design ann@travelagentprofessional.com Bonnie Walling Editor Bonnie@travelagentprofessional.com Alan Cohen Vice President Marketing Alan@travelagentprofessional.com

Meet Our Editorial Board Paull Tickner, Creator of Special Interest Britain ptickner@customgb.co.uk www.customgb.co.uk Cindy Bertram, Cindy’s Inside Cruise & Travel Track, LLC cindybert@att.net Mitchell J. Schlesinger President, MJS Consultants mjschlesinger@bellsouth.net Les-Lee Roland Owner of The Package Deal Sue Shapiro, President Shapiro Travel Resources sue.shapiro@gmail.com www.shapirotravelresources.com Rusty Pickett, ECC Shellback Cruises www.shellbackcruises.com Sherry Laskin, ACC Travel Writer/NACTA Webinar Moderator www.cruisemaven.com This online magazine is dedicated to the memory of Joel Abels, Travel Trade's editor and publisher. Joel and his life's work may be gone, but with your help it can live on.

Travel Agent Professional has its roots in Home Based Trade, the first magazine of its kind, started by Joel Abels in 2004. Joel and Lenore Abels ran Travel Trade for nearly half a century – it was started by her grandfather, John S. Lewis, and her father, Sidney Lewis, in 1929, and they took the publication over after her grandfather’s passing. Under Joel’s direction, the company grew to be one of the travel agent industry’s leading publications, reaching more than 45,000 agents throughout North America. It spawned a famous series of trade shows and three monthly magazines – Cruise Trade, Tour Trade and Home Based Trade. The Abels also garnered enormous respect – Joel received the Neal Award, called “the Pulitzer Prize of the business press,” for his hard-hitting editorials. On a personal note, after working with Joel for over a decade and staying with him until the end, I grew to truly care for and respect the man. He was like a second father to me. Joel was old school, he stood by his word and believed in his work. There will never be another. While nobody can replace this industry legend, we’re hoping that this new publication, which reunites the original Home Based Trade editorial board, will be able to carry on his passion for travel and those who sell it.

Ann M. Hoek The opinions expressed in these columns are solely those of the authors and do not necessarily reflect the views of Travel Agent Professional.

April 2017

Travel Agent Professional

4 A Pot Pourri of Pleasant P a u l l T i c k n e r

Virgin Atlantic have recently started non-stop services from San Francisco and Boston to the north of England city of Manchester. With flights already heading across the pond from Atlanta, Chicago, Newark, JFK, Philadelphia and Washington DC it’s worth taking a much closer look at why you should be actively promoting this user-friendly gateway to North Wales, northern England and Scotland As first, second and even third timers will have London at the top of their agenda, your target audience for these routes will mostly be anglophiles who will thank you for helping them to discover Wales’ 12th century castles, Roman Britain at Hadrian’s Wall and in the walled city of Chester, internationally renowned award winning gardens and corners of England that inspired some of our

By Paull Tickner

greatest artists, writers and poets.

Paull Tickner & Associates Ltd. I’ve been customising UK tours for over 35 years and if you need help in putting these showcase items into a wellconstructed and sensibly priced itinerary, email me at ptickner@customgb.co.uk For more bright ideas, check out my website at www.customgb.co.uk • Phone: 011 44 161 434 9324

April 2017

Surprises Fly Manchester for Green Fingered Clients Instead of talking to your clients about the Chelsea Flower Show, start a conversation about a customised tour that includes special visits to some of the previous winners of the prestigious and fiercely contested Historic Houses Association/Christies Garden of the Year Award. There are no fewer than ten of them in North Wales and the north of England. To take the tour to a higher level, you can then work in Head Gardener tours of the region’s top rated two star gardens (Bodnant, Powis Castle, Levens Hall and Fountain’s Abbey and Studley Royal etc). There are nine of them to choose from.

Fly to Manchester for Girls Getaways

As far as the timing of the tour is concerned, you can

Use the much-improved exchange rate to promote a

hang the departure on one of the six outstanding garden

Shop ‘n’ Ship and hands on programme at Wedgwood

shows that take place between April and September.

and Emma Bridgewater in the World Capital of

The list includes the brand new Royal Horticultural

Ceramics, aka Stoke on Trent with a side trip to

Society spectacular in June at treasure filled Chatsworth

Europe’s largest International Antiques and Collectors

House, home of the Duke of Devonshire.

Fairs at Newark. If textiles are your thing, the north of England and Wales will supply some of the best threads

To add something extra special, you can work in a couple of smaller privately owned gardens that open as part

for a tailor-made embroidery and needlework tour.

with the owner goes down very well in these special

Fly to Manchester for the Visual and Performing Arts

places.

Museums and art galleries are always looking for new

of the National Garden Scheme. Tea and cakes, often

Fly to Manchester for Tours of your Bookshelf

fundraising ideas. Introduce the idea with names that they’ll instantly recognise - LS Lowry, David Hockney, JMW Turner, the Pre-Raphaelites and Sir Henry Moore and then

Create itineraries that visit the places that inspired

follow it up with an itinerary that’s full of value added and

Beatrix Potter, creator of The Tale of Peter Rabbit and

curator-led tours. Time the programme to coincide with

William Wordsworth and the Romantic Poets. Include

one of the region’s top arts or music festivals.

a side trip to Whitby Abbey, birthplace of Bram Stoker’s Count Dracula and if you’re a Masterpiece Theatre fan,

As you will have recognised many of the names I’ve list-

create an On Location tour that includes Victoria,

ed and with access now so much easier, let’s start an

Brideshead Revisited, All Creatures Great and Small and

email exchange that will give you an itinerary that’s full of

the medieval monk detective Brother Cadfael.

bubble, fizz and pleasant surprises.

Travel Agent Professional

6 Happy Staff Equals C i n d y B e r t r a m

By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC

How many times have you gone to a store or visited retail business to make a purchase, and although the staff was polite, they seemed to lack any engagement and enthusiasm? You might have felt they were “just doing their job.” It’s sad isn’t it? It makes me wonder what that work environment might be like day to day. As happiness creators, we naturally engage with our travel clients as well as potential ones beyond just having a polite demeanor. And it really has a positive effect.

April 2017

Happy Smiling Clients

The Power of a Smile Yes there is the power of a smile. The thought of planning a trip, even building up the excitement prior to taking that trip, and then actually taking that vacation trip does make people smile. I find myself smiling even when on the phone talking to clients about their trips. A few years ago, while helping new clients (husband and wife) plan their first cruise, the wife was very excited, but her husband was more subdued. When they returned, the husband walked into the office with a huge smile, and said, â&#x20AC;&#x153;Ask me anything, I know it all! It was wonderful!â&#x20AC;? Yes, his smile was contagious.

Travel Agent Professional

8 Most Admired Companies Focus on Creating Positives for their Staff In business, the most highly admired companies are ones that make sure their employees are treated respectfully, are trained well and also encouraged to add more skills so they have opportunities to advance in their careers at that company. It really circles around how employees and staff are treated, and that comes down from having a great leader at the top, someone who is not viewed as a “boss.” While recently sailing on Crystal Cruises that was so true. The staff members were so happy. When speaking with them, they loved what they did and it was clear they were treated extremely well. The result? The guests onboard were very happy, loved that cruise experience, and ones I got to know frankly told me they always sail on Crystal.

Insights from Edie Rodriguez, Chairman, Crystal Luxury Corporation, Ltd. I had the opportunity to get some insights from Edie Rodriguez, Chairman, Crystal Luxury Corporation, Ltd., CEO and President. Crystal Luxury Corporation, Ltd. is rapidly growing and along with that, they are evolving into a complete, diverse luxury brand. In our discussion, I asked Edie, “You travel extensively in your role as Chairman of Crystal Luxury Corporation, Ltd., but also make sure you take time to sail on the Crystal products. What value does this bring to you in your role?” Edie explained, “I have been in the industry for over 30 years, and while that background gives me a great deal of perspective into the luxury market, there is something to be said for the knowledge gained by experiencing your products first hand. By spending time onboard I am able to not only evaluate our experiences from my perspective as a guest, but I can gain valuable insights from both our crew and savvy Crystal guests.”

Experiencing the Products First Hand – The Value I then asked Edie how she spends time when actually experiencing Crystal’s diverse and unique products. I asked, “Is it interacting with the cruise staff, experiencing the product first hand with a fresh look, interacting with guests perhaps? Can you share a bit more about what you learn while interacting with the staff and crew? What do you learn and then bring back to ‘your office’ and team after experiencing and sailing on Crystal?” Edie mentioned, “All of the above. Crystal is known for our Six-Star service that is delivered by our fabulous crew. We would not be the Crystal we are today without genuine dedication and exceptional talent of our

April 2017

crew. I make it a priority to spend time with them while I am on board and learn about their personal experience, as well as their thoughts on how to enhance guest experiences.” She then noted, “Additionally, I will spend time catching up with our Crystal Society guests, as well as meeting our new Crystal guests. I love hearing the different perspectives from all of our guests – learning from them is how we become better and ensure we are delivering the vacation experiences they are seeking.” Also she explained, “Our shore-side team is just as dedicated as the crew and is always looking for ways to improve our guest experience. They remain in constant contact with our onboard teams, collaborating to ensure that the Crystal Experience is seamless and luxurious from the minute a guest books to long after their vacation and into their next Crystal endeavor.”

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Crystal’s Team - Striving to be the Best I mentioned to Edie that while sailing on Crystal Serenity myself, I had the opportunity to get to know several of the staff and crew members onboard. Many had been with Crystal for several years, while others were relatively new to their jobs. One told me, ‘A happy staff creates a happy customer.’ Another staff member I had the pleasure of talking with was Deirdre, a female butler. (She is the only female butler Crystal Cruises has working on their ships.) Deirdre mentioned that she first started working on Crystal in the dining room and was encouraged to take courses to be move up in her career at Crystal. Now having worked at Crystal for close to 5 years, she has had her position as a butler for a bit over a year and loves it. She feels she is part of a team and they work together to make sure they not just meet the guests’ expectations, but go above.

April 2017

11 I asked Edie, “Can you provide a bit more on the training and courses Crystal provides staff and crew to then move up in their careers?” Edie explained, “We hire individuals for their character, personality and willingness to learn, and then train them in the skills they need to deliver the best possible guest experience. That is, in fact, our secret to success with our renowned crew both onboard and ashore. We like to say that ‘you are either serving a Crystal guest or serving someone who serves a Crystal guest.’ This means that no matter where in the world our Crystal team is, they strive to be the best.”

Edie’s Approach Being a Leader and “a mobile global CEO” I then asked Edie, “As a successful and genuine leader yourself, what key things do you focus on each day? Any suggestions you would like to provide so people are not seen as a 'boss' but instead a leader?” Edie provided more, and said, “As a ‘mobile global CEO,’ I make myself available to the team any time, no matter where in the world I may be. My direct line is included in my email signature, so anyone on my team can reach me directly any time. This is integral to my leadership approach, as I feel that in order to lead the brand, I must be accessible and present for the entire Crystal family. Crystal’s chief priority is to ensure that our guests are getting a safe, personalized and memorable luxury experience. I lead with this in mind, as I oversee the dayto-day and continue to develop our vision for the future as our brand continues to rapidly grow.”

Last thoughts Making ourselves available and accessible are key things as travel professionals we need to do. Making sure we are leaders, and taking time to experience the products we sell are also important. Then we can help create those smiles for our happy clients.

Travel Agent Professional

12 One More Off The Bu L e s - L e e

As I erased one more destination off my bucket list, I had mixed

R o l a n d

feelings. Of course it’s great to visit a place I have wanted to see, but now, as my list is getting smaller, I am concerned that I will check off the last three places and then what will I look forward to in the future. I finally saw Dubai. What I called the “EST” city. That’s because almost everything we saw was either referred to as the Best, the Biggest, the Largest, you get the idea. The Egyptian guide - who was perfect, was so gung ho on his adopted country and for very By Les-Lee Roland Owner of The Package Deal

good reason. People on our fam soon felt the same way. When I told people about my recent trip to Dubai, I was surprised that so many were saying that it was on their bucket list. Yet, few know anything about this fairly new city. We were there for the 45th anniversary of the most populous area of the United Arab Emirates. Yes, the skyscrapers are unbelievable. Currently the largest building in the world, Burj Khalifa will lose that title when a new taller building is completed. That’s why they are building two even taller already. And the new airport will be the largest in the world. Along with the new Disney theme park- which will be…you guessed it…the largest. The hotels are the almost the most expensive in the world. Thank goodness we had a wonderful host for our tour with Right Travel in New Jersey. Even our hotel inspections were fun. There is a duplicate of Atlantis among the man made palm tree island. A surprise was going to the largest mall, and seeing Five Guys, Pottery Barn, Bloomingdales and so many American stores. All were next to the biggest designer’s stores – Chanel, Dior, and on and on. Something else you can only see at the Mall in Dubai- an indoor ski sloop with penguins walking around as you enter. Don’t worry about packing a parka, they provide one.

April 2017

ucket List For a country that’s known for no alcoholic beverages, that was soon disproved by certain hotels and nightspots. And once you land in Dubai, many went first to the Duty Free Store to stock up for the week. The Dubai women have choices in how they dress, and some even drive cars. But none are working. Most shopkeepers and hoteliers are Dubai men or women from other countries who kept saying how happy they are to live there. Highlights! Loved the desert safari which was a roller coaster of a ride through the sand to a large area with food, henna painting, entertainment. A whirling Dervish who was absolutely unreal. We had a quick visit to Ferrari Land. Didn’t ride the biggest roller coaster, but got great souvenirs for the family. A day trip to Abu Dhabi to see one of the most magnificent mosques in the world. Almost the largest. But it’s carpet and chandeliers are the biggest. And along the way, always a surprise here and there. An ariel show flying over a Sheik’s palace stopped traffic – literally everyone just stopped driving to get out and look. And nobody complained. Visits to museums and forts helped us understand the history of the area. But possibly the simplest but most memorable was to the camel market. Seeing a one day old baby camel and the beauty of these animals, who literally tried to get out of their cages to let us pet them. And seeing

Travel Agent Professional

them work out on the race track, since camel racing

Least I forget the wonderful “souks”, the small shops

is a national pastime.

that sell everything from over the top gold jewelry to fabrics and purses, incredible perfumes, souvenirs,

Falcons are another important pastime for the Sheiks.

carpets, and extra luggage to carry them back. I even

There is a special retreat and hospital we didn’t see,

bought a lighting fixture that is, if I may say, the “pret-

but it’s scheduled for our next trip.

tiest” one I could find. A constant reminder of such a pleasant time.

Sheiks sometimes travel with their falcons on Emirates Airlines. The birds have their own seats.

When I looked at the upcoming calendar for Dubai,

Well, they can afford it.

one convention after another. Even a World Travel Show in 2020.

This is a country with no taxes, and generous Sheiks even pick up the costs for villas for Emirates pilots

My enthusiasm is contagious. Just talking about it to

and others. So as expensive as some things are, oth-

friends and clients, and I have enough for two group

ers are affordable.

dates with Right Travel, a company that really is the “friendliness” for my clients.

April 2017

Showcase

Education, Community, and Productivity Highlight Host Agency OASIS 2017 Agenda “As we see the Host Agency Market become an increasingly dominant driver in travel distribution, particularly the leisure segment, OASIS has doubleddown on our commitment to selective membership growth and ramped up our training for people that are new to the industry. “ remarked Kelly Bergin, OASIS President. In 2017 OASIS has already conducted one “New2Travel Boot Camp with three additional planned for later in the year. The new Hyatt Place in heart of downtown Boca Raton, Florida is serving as the exclusive venue for the 2017 series. April 24-26, July 10-13, and October 9-11 round out the New2Travel boot camp schedule. “Due to the comprehensive scope of this program, which was originally designed for Agents new to the Industry, we have broadened the program for 2017” noted Bergin. “Many well established members are ﬁnding this learning experience extremely powerful as they gain new insights on proven how-to applications of our platform and they love the community with fellow agents and industry representatives.” “Our experience has taught us that existing members wish to be associated with like-minded, success oriented professionals, regardless of their Industry longevity or lack thereof” Bergin observed. “This

helps to reinforce our goal of selective growth and was the motivation behind our recently announced Platinum membership plan. “ The new Platinum plan is designed for those high producing agents or smaller agencies that are looking for a solution to marketing, back ofﬁce accounting support, agent associate management and a higher return on bookings. “This plan is not for everyone. Screening for the Platinum plan results in our accepting a small number of submitted applicants. We are expected to hold our standards to a high level by our most loyal members and it makes good business sense as well” Bergin concluded. Other OASIS plans are Basic and Elite with access to high commission splits and marketing technology. The 2017 OASIS Annual Conference is scheduled at The Mandalay Bay in Las Vega for December. A two-day OASIS Members Only gathering will take place on Dec 6 & 7, seguing into Signature Travel Network’s Annual Conference beginning December 8th at the property. OASIS will be celebrating the 30th Anniversary of their parent company, Palm Coast Travel at both events. For more information please visit www.oasisagent.com or call 1.800.613.8380

About OASIS: OASIS is the Host Division of Palm Coast Travel, a Signature Travel Network Member, has been hosting agents since 2009. OASIS offers 3 programs is a member of ARC, Vacation.com, CLIA, NACTA, OSSN, IATAN, PATH and the Better Business Bureau. For additional information please call 1.800.613.8380 or visit www.oasisagent.com

Travel Agent Professional

16 Clients Looking For Maximum M i t c h e l l J .

This is particularly important for clients looking for destination

S c h l e s i n g e r

intensive itineraries that maximize their shoreside immersion. This includes adventure destinations Antarctica and the Artic to the history and sights of the Mediterranean, Baltic, South America, South East Asia, Alaska, and more. And here is where, during discussions with your clients, it is critical to explain to them a variety of aspects where smaller ships (1,200 or less) can significantly enhance the destination experience and which brands they should consider.

By Mitchell J. Schlesinger Chief Marketing & Sales Officer, MJS Consultants, mjschlesinger@bellsouth.net

•

Smaller ships have the distinct advantage of being

able to call at ports that larger ships cannot, which is important for those looking for more cultural immersion. Example: Sicily is a fascinating destination, made more so by adding Syracuse, Catania and Trapani to the usual call at Taormina. In S.E. Asia, smaller ships can sail up river and dock directly in the heart of Bangkok,

•

Rangoon and Saigon, eliminating a 1 hour bus ride. These ships also can offer longer stays in port, including late into the night and overnights. Remember, it takes far less time for 300–1200 passengers to disembark and re-embark than a ship carrying 3,000 passengers. And for clients looking to enhance their destination experience, 12-24 hours in port is far more valuable than an 8 hour stay. Example: smaller ships can anchor close to the shore near Sorrento and Capri while larger ships must dock at Naples, which include very long bus rides which reduces the actual time in the destination. Mykonos does not really come to life until nighttime and 2-3 days in St. Petersburgh reveals thousands of years of Russian history.

April 2017

Destination Immersion:

Small Ship Cruising…. Where Less Is Much More

• •

Cruise lines that offer ONE WAY itineraries are

There are and will always be clients who want to com-

able to include more ports on a similar length

bine a destination cruise with a larger ship even if it

cruise because the ship does not have to return

means sacrificing the number of ports, the time in port

to its point of original departure. This also

and opportunities to only experience marquee attrac-

enables the ship to spend more time in port.

tions. And while not in the purity of bed count in terms

Remember destination-centric clients value the

of mega ships, the small ship destination immersion

number of ports they visit and the number of

market is growing significantly including soft adventure

hours they stay.

cruises. It is important that you promote your expertise to this growing target segment:

Smaller ships like those in the deluxe and luxury sectors can offer more cultural immersion because there are so fewer guests. This is critical for your clients who want to experience and

•

Tailor marketing messages so that they clearly communicate the feature/benefit advantages of smaller ships and their respective brands in spe-

explore worldwide destinations for specific inter-

cific destinations offering itineraries that maximize

ests, including gastronomy, wine, art, antiquities,

the destination experience.

wildlife, etc. Unique and specialized shore tours

•

become lifetime memories. In many cases, the ships chefs will obtain fresh

•

When discussing these options with your clients, be very specific about which cruise lines and ships offer the itineraries that best fit your clients

local indigenous foods and use them to feature

vacation personality in terms of ship features and

specialized items in that evening’s menu further

amenities combined with a destination immer-

enhancing the immersion into the port visit.

sion opportunity.

Frequently, these smaller ships will also bring interesting guest lecturers who have very specific backgrounds/relationships with the destinations being visited and can share “insider” cultural,

•

Create a microsite as part of your website where guests can post photos, videos and journals of their destination experiences. This enhances your branding as an expert in destination immersion cruising.

political and social insights. Remember a very important bottom line benefit; marketing small ship cruising to a targeted group of your clients enables you to continue to manage their travel over time and enhance their further loyalty to your agency.

Travel Agent Professional

Castles On The Rhine

Recently I had the oppor tunity to cruise the Rhine River onboard Uniworld’s river boat, Sue Shapiro CTC, MCC President Shapiro Travel Resources

the Antoinette. Like so many of you, I’ve been on lots of cruises, ocean and river. I knew my travel agent friends would expect me to tell them what I thought about the experience so for all seven days I ate, drank, went sightseeing, mingled with the guests and par ticipated in the activities. My evaluation…. in a few words…UNIWORLD’S Attention To Detail made this cruise exceptional. What does “Attention To Detail” mean? What does such attention mean to a passenger’s enjoyment of the trip? How does Uniworld stand out for this categor y? Let’s take a look….

April 2017

Disembarkation on the Uniworld Antoinette Yes. I know you’re thinking why start at the end instead of the beginning? Because passengers remember what happens near the end of trip more than the beginning. Unlike a large cruise ship, leaving the Antoinette in Amsterdam as smooth as glass and I believe it was Uniworld practiced Attention To Detail. My favorite part of departure was not having to pack my suitcase and leave it outside the cabin the night before. They collect your luggage, at your convenience, not theirs. Breakfast wasn’t a scaled down rushed version at 4 am but the regular delicious fare, at your convenience. You didn’t have to lug your bags off the ship. The entire crew was enlisted to help and they were cheerful about it.

Your Home Away From Home Lots of ships do the Rhine River Cruise so how does Uniworld differ and demonstrate it’s celebrated Attention to Detail on the Antoinette? If one word would apply to staterooms and suites (I can’t call them cabins because that doesn’t do them justice), it was be: COMFORT. Everything is geared to making your stay in the room as, if not more, comfortable, than your home. The Queen sized bed (or convertible twin) is covered with beautiful spreads made of the finest fabrics and uses the most luxurious sheets. Towels in the bathroom, which boast the finest of toiletries, are fluffy and plush and changed multiple times a day. Of course the large TV has CNN and other channels that make Americans abroad feel comfortable. And the floor-to-ceiling window on the river creates unforgettable frames of Castles and villages along the Rhine as the Antoinette quietly and calmly passes scene after scene along the river.

Travel Agent Professional

20 The Anoinette as a Five-Star Boutique Hotel Boutique hotels are defined as small properties with exceptional service (attention to detail) and high-end amenities. The Antoinette exceeds these standards with choices. With a small swimming pool and a well-equipped gym guests have a variety of ways to spend their time onboard. With two bars, a lounge for entertainment and two restaurants, you one might wonder how this can all fit so well on a ship with fewer than 150 passengers. Amazing.

Refined Dining Onboard Options are the key to not just satisfying but making mealtimes on the Antoinette an unforgettable experience. Uniworld’s Attention to Details means that the chefs go shopping in the nearby markets nearly every day for local products. Farms along the riverbanks supply the boat with the freshest of ingredients insuring the tastiest selections. Wines served on board are sourced at local vineyards (including organic choices) meaning guests get the benefits of local and Continental options. Breakfast and lunch are a combination of buffet items with delicious dishes and sit down service…lot of options. For a gourmet five-course pre-set dining degustation, make reservations in the sun deck dining room (no extra charge) for superb food and 6-star service. Meeting new people is always a highlight of any trip, especially a cruise. But how do you handle the awkward situation as to who’s turn it is to buy drinks for the table or bar before or after dinner. It’s a problem on most ships, but not on Uniworld. A Uniworld cruise covers that problem: 99% of the beverages, soft and hard, are included. Nobody has to say, “It’s my turn to pay” because it never is.

April 2017

21 Seeing the Sites Along The Rhine How does the Antoinette distinguish itself when the Rhine itinerary for most riverboats turn out to be quite similar. Again, it redounds to Uniworld’s attention to detail. A good guide can make or break a tour. When you employ only the best, chances are the guest’s experience will be better. Not only do they split the sightseeing manageable groups but each person has their own listening device so you can be 20 feet away and still hear the guide perfectly. Every day one or two sightseeing excursions are included (no extra cost). Want to do more? There are several trips on the daily menu giving passengers more options for carefully crafted destination adventures.

Counting on Uniworld’s Staff Starting with the reservation agents, travel advisors will find Uniworld’s staff to be knowledgeable and willing to go out of their way to be helpful. The ground personnel at the airport and people who manage the hotel transfers ensure the passengers they meet and drop off are looked after and made to feel welcomed and assured. Onboard the Hotel Manager, the Cruise Director and Food and Beverage Manager are always in view making sure every passengers is getting what he or she needs. These people don’t hide in their office. They’re around the ship every day interacting with the passengers handling any potential problem before it occurs. Housekeepers keep the staterooms spotless greeting guests with a smile and “how can I help you?” attitude. Thus, as emphasized to my travel agent colleagues, I maintain that your clients will come away from a Uniworld Cruise appreciating all facets of the trip but remembering most the Attention To Detail they experienced—something they will credit you with for recommending the Uniworld experience.

Travel Agent Professional

Travel Agents Win National Business Award In Celebration of Women’s History Month Dream Vacations and Cruises Inc. honor female agents with OPAL Award for leadership and community service Leading home-based travel agencies Dream Vacations and Cruises Inc.® celebrate Women’s History Month in March by honoring a female vacation specialist with the OPAL Award for Women. The company has named Dream Vacations Franchisee Lainey Melnick and Cruises Inc. Vacation Specialist Lori Foster the 2017 recipients of this prestigious award. The OPAL Award recognizes a female franchise owner and independent vacation specialist who demonstrate Outstanding Performance And Leadership. The honoree is active in community and civic organizations, is among Dream Vacations and Cruises Inc.’s top selling agents and has exhibited strong business skills. “This year’s nominations were the best we have ever seen and it is heartwarming to see that so many of our home-based travel agents are committed to serving their communities and inspiring others within our network,” said Debbie Fiorino, senior vice president of Dream Vacations and Cruises Inc. “Lainey and Lori truly exemplify the spirit of the OPAL Award and Women’s History Month.” A resident of Austin, Texas, Melnick has been a Dream Vacations (previously CruiseOne) franchise owner since 2011. An outspoken advocate for Dream Vacations, she participates in numerous activities which demonstrate leadership while mentoring other franchisees, motivating them and sharing in each other’s success. Giving back is a cornerstone of Melnick’s personal and professional life; she leads by example with a commitment to public service. She volunteers with her children and also donates travel resources to a plethora of organizations primarily focusing on support of education and the arts. In recognition of Melnick’s dedicated efforts and contributions to the Austin community, U.S. Congressman Lloyd Doggett presented her with the True Blue Medallion Award at the Travis County Unity Celebration. Foster has been a Cruises Inc. vacation specialist in San Clemente, Calif. for eight years and as a result of her teaching background, has made education her mission

both within the Cruises Inc. network and in her community. She is active in both of her children’s schools in the classroom; library; PTA; and MAKO Foundation, which raises supplemental funds for the public elementary school which are allocated where the children need it most from purchasing computer labs to hiring instructional aides. She also oversees Mission Trips to Mexico benefiting Rancho Sordo Mudo in Valle de Guadalupe. As a Cub Scout Den Leader, Foster’s Den was the first in Orange County, Calif. to win the prestigious NOVA and Supernova Awards, which exposes Cub Scouts to science, technology, engineering and mathematics through fun activities. Dream Vacations and Cruises Inc. is committed to being “Rich in Diversity” and empowers all owners, agents and employees to reach their highest potential by leveraging their broad range of talent, experiences, personalities, viewpoints and ideas to generate business growth. Dream Vacations cruise franchise was recently recognized by Franchise Business Review as a Top Franchise for Women based on feedback from 6,400 female franchisees representing 300 brands who were surveyed about leadership, training, marketing, and financial picture. For more information on joining these award-winning agencies, please visit www.dreamvacationsfranchise.com to learn more about owning a Dream Vacations travel franchise, and visit www.sellcruises.com to learn more about the Cruises Inc. host agency.

April 2017

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Multi-Million Dollar Technology Investment Enhances Digital Infrastructure for Travel Agents Dream Vacations, CruiseOne and Cruises Inc. agents will reap the benefits; Dream Vacations and CruiseOne will have largest technology support team in the travel franchise industry As a record-breaking wave season comes to a close, World Travel Holdings, the world's largest cruise agency and award-winning leisure travel company, is announcing a transformative multi-million dollar technology investment in 2017 in its home-based division. This investment will be a driving force in increasing individual agent profitability for its award-winning vacation franchise brands Dream Vacations and CruiseOne, and hosted brand Cruises Inc. “As a leader in technology, we want to continually feed the successes we have seen from our previous technology investments and the way to do that is to invest even more in our travel agents,” said Debbie Fiorino, senior vice president of Dream Vacations, CruiseOne and Cruises Inc. “The success of our home-based travel agents is our only business, and we are committed to continuously increasing our support, investments and resources so we can provide the best technology in the industry.” In 2017 the size of the IT team will significantly increase, providing Dream Vacations and CruiseOne with the largest technology team and the best support staff to agent ratio in the travel franchise industry. These additional IT professionals will allow the company to continue accelerating current initiatives, simultaneously creating cutting-edge solutions and best-in-class technology, giving the travel agency network a significant lead over the competition. “We continue to build upon our level of innovation and my team has already exceeded agent expectations in creating the technology we currently offer our agents. They are excited to welcome new experts to the team and work with them to take our technology

Travel Agent Professional

offerings to the next level,” said Sandi Szalay, vice president of information technology for Dream Vacations, CruiseOne and Cruises Inc. “People are using travel agents more than ever so it is important that we continue to provide our home-based travel businesses with the latest advanced technology solutions. What we have on the horizon will really ‘wow’ our network of agents and enable them to maximize their time cultivating relationships and selling dream vacations.” World Travel Holdings has been making incremental multi-million dollar technology investments since 2014, which has garnered many accolades and experienced success with proven results. For example, franchise owners who use the groups registration tool to build customized professional websites have experienced, on average, more than 50 percent sales growth than those who have not used the tool. Cruise Fare Watch has monitored millions of dollars in price drops and made it easier for agents to offer their customers the option to upgrade at no additional cost. The eQuote tool has created greater efﬁciencies in the sales process contributing to a double-digit increase in sales year-over-year since introduced. "I constantly strive to seek ways to use technology to advance my franchise with the ultimate goal of added sales,” said Mike Ziegenbalg, Dream Vacations franchise owner in Jasper, Ga. and chair of the IT Committee. “I am conﬁdent that as a result of this investment in our IT department, we have the best technology tools at our disposal for now and more importantly the future. As a travel franchise owner, that is one less thing for me to have to worry about in this ever-changing travel environment." Existing travel agents and those who are passionate about travel with an entrepreneurial spirit who are interested in starting a travel agency, should visit www.DreamVacationsFranchise.com or call 888-2498235 for information about the Dream Vacations and CruiseOne travel franchise opportunity. For more information on the Cruises Inc. business opportunity, visit www.sellcruises.com or call 888-462-4992.

Little Rock, Arkansas Dazzles Tourism Professionals from Around the World During the International Tour Management Institute (ITMI) Symposium The Little Rock Convention and Visitors Bureau and the Arkansans Department of Parks and Tourism designed exceptional familiarization tours and extraordinary social events that epitomized the irresistible magic of Arkansas. “It was a pleasure showcasing our city and our state to key industry inﬂuencers who play a crucial role in driving the overall leisure travel market.” The International Tour Management (ITMI) Symposium is an annual event that attracts approximately 400 tourism industry professionals. An essential aspect of the symposium is to showcase the destination to key industry stakeholders, many of whom are responsible for the development of tour itineraries. “The success of the symposium largely depends upon the guidance and support we receive from the local convention and visitors bureau and its partners,” states Ted Bravos, CEO of ITMI. “Little Rock far exceeded our expectations by designing extraordinary tours of the area, which were only eclipsed by exciting social events that included culinary feasts and sophisticated entertainment.” “We welcomed the opportunity to host this group of tourism professionals,” said Gretchen Hall, Little Rock Convention & Visitors Bureau (LRCVB) President & CEO. “It was a pleasure showcasing our city and our state to key industry inﬂuencers who play a crucial role in driving the overall leisure travel market,” she added. As an investment in the future of Arkansas tourism, Hall and her LRCVB team, and Arkansas Department

Gretchen Hall, Little Rock Convention & Visitors Bureau President & CEO

of Parks & Tourism Executive Director Kane Webb, provided substantial in-kind and ﬁnancial support for this unique tourism industry event. Many other local and state organizations collaborated to help make this the most successful event in ITMI’s long history. A cultural, historical and scenic gem, Little Rock is home to the Clinton Presidential Library, the Arkansas Art Center, Little Rock Central High School National Historic Site, Heifer International and many other world class attractions. Little Rock boasts award-winning restaurants, sophisticated night life and the excitement of a bustling city, located just a short drive from Hot Springs National Park, the Ozark Mountains and a wealth of breathtaking natural wonders that make it The Natural State®. The International Tour Management Institute (ITMI) Symposium attracts domestic and international tour operators, tour directors and guides, meeting planners and travel journalists. Recognized as a leading tourism conference, participants come together to share knowledge, insights, experiences and success stories. Representatives from leading domestic and international tour operators such as Globus Family of Brands, Tauck, Adventures by Disney, Destination America, Rick Steves' Europe, Collette, Worldstrides, EF Explore America and Rustic Pathways typically attend this annual event.

April 2017

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Colleen Conley Joins TRAVELSAVERS Sales Division TRAVELSAVERS announced today that Colleen Conley has joined the company as Director, New Business Development. Colleen comes to TRAVELSAVERS with a wealth of experience and knowledge of the travel industry, having spent her career working to increase sales and agency engagement with programs. The focus of her position is agency recruitment. “We are thrilled to have Colleen on the team. She has quickly become a key addition and we look forward to advancing our new business growth strategy,” says Kathryn Mazza-Burney, Executive Vice President Sales, TRAVELSAVERS. She added, “We strive to attract top talent to further strengthen our position as a leading travel marketing organization.” “I am excited about this new challenge and look forward to leveraging my experiences to grow the TRAVELSAVERS base. I am fortunate to be joining such a respected company that prides itself on top quality products and service,” says Colleen Conley, Director, New Business Development. Colleen has a proven track record of leadership and marketing experience handling agency owners and member engagement that helps grow sales year-over-year. Her tenure at The Ensemble Travel Group as Director, National Sales coupled with her management and development positions at Carlson Wagonlit Travel Leisure Division, is a winning combination for success at TRAVELSAVERS.

ABOUT TWIN: Owned by American Marketing Group, Inc., TRAVELSAVERS is an international travel marketing organization with a retail chain of more than 2,500 independently owned full service travel agencies in over 35 countries that together generate more than $20 billion in annual travel sales. Headquartered in Oyster Bay, New York, TRAVELSAVERS offers a comprehensive range of products and support services to help its licensed agencies maximize sales though a select group of suppliers – and stand out as travel leaders in their local communities. The marketing company also features a unique exclusive territory system based on population, so agents maintain control over clients and prospective leads in their exclusive area. Travel professionals interested in learning more about joining TRAVELSAVERS can visit http://sales.travelsavers.com.

April 2017

THIS IS A DOUBLE DARING THRILL A MINUTE F A M I L Y A D V E N T U R E.

This is not a cruise. This is an all new way for your clients to adventure with the best and biggest ships in the world. Discover Allure of the Seas ® and Oasis of the Seas ® in the Caribbean, delivering a double dose of family thrills at an unbeatable value. Or experience Europe on a massive scale onboard the new Harmony of the Seas SM, debuting this May with all new activities, restaurants and gravity-defying slides like nothing ever seen at sea. Plus spacious accommodations ideal for big family adventures. No matter where your clients choose to go, there’s no better way to jumpstart a summer vacation than with our Oasis Class ships.

OASIS OF THE SEAS ®

ALLURE OF THE SEAS ®

HARMONY OF THE SEAS SM

Fort Lauderdale | Through Fall 2016

Fort Lauderdale | Year Round

Barcelona | Spring & Summer 2016 Fort Lauderdale | Fall 2016

Port Canaveral | Winter 2016

For more information visit www.LoyalToYouAlways.com/Oasis

Features vary by ship. Royal Caribbean Cruises Ltd. Ships’ registry: The Bahamas. 16050747 • 5/4/16

April 2017