Travel Agent Professional March 2014 Issue 28
You Got Magic to Do? By Scott Koepf
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M
arch
64
RESPECT — Do http://issuu.com/action/page?page=6
We Get It?
By Les-Lee Roland
to Do!
By Scott Koepf Vice President of Sales Avoya Travel/American Express
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Bright Ideas Britain http://issuu.com/action/page?page=14 By Paull Tickner
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Learning From http://issuu.com/action/page?page=18
One of the Best
By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC
Showcase Alamo ...........................................................21 Auto Europe ....................................................9 Avoya Travel .................................................16
March 2014 Issue 28
Enterprise Holdings .......................................19 Expedia CruiseShipCenters .......................20 Portuguese Tourism .......................................24 Well-Being Travel .........................................22
Ad Index
You Got Magic to Do?
Cover Art: Story Museum
Auto Europe .................................IFC
Royal Caribbean Line....................BC
Avoya Travel/American Express.....23
Travelsavers.....................................9
Britain Greatdays.............................3
Travel Experts, Inc. ........................25
HostTravelAgency.com ...................7
Travel Agent Professional
2014
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You Got Magic http://issuu.com/action/page?page=10
TAP
Owner of The Package Deal
Travel Agent Professional March 2014 Issue 28
Travel Agent Professional P.O. Box 120198 Staten Island, NY 10312 E-mail: info@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 Rusty Pickett, ECC Shellback Cruises www.shellbackcruises.com Les-Lee Roland Owner of The Package Deal Scott Koepf Vice President of Sales Avoya Travel/ America’s Vacation Center www.joinavoya.com/default.cfm?ref=11583 Sherry Laskin, ACC Travel Writer/NACTA Webinar Moderator www.cruisemaven.com 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 Sue Shapiro, President Shapiro Travel Resources sue.shapiro@gmail.com www.shapirotravelresources.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.
March 2014
Issue No. 8 | February 12th 2014
W
elcome to a slightly different perspective on your old friend Britain. Since 1980, I’ve been helping travel counsellors to identify, develop and convert untapped sources of new business into imaginative, high yield, customised groups, both large and small. I’m now applying this to tailor made tours for individuals and families who are flying or cruising in and out of the UK.
Over the period, I’ve gained a great deal of experience, knowledge and many grass root connections who add the bubble, fizz and pleasant surprises to each tailor made tour. Take a leisurely look at the ‘magnificent seven’ listed below and arm yourself with a pen and a piece of paper so that you can note down the contacts you’ll have for most of the niche markets mentioned. Prioritise them and then email me your thoughts on how you might like to proceed.
Paull Tickner Paull Tickner and Associates Ltd
Girls Getaways London only, London and Batthh, London and tthhe Cotswolds are three options for you to consider. For Quilters, there are programmes for tthhe tthhree major Quilt Shows in England and ttw wo more in Scotland. If Embroidery and Needlework is your niche, my Liverpool (yes Liverpool) and London tour ticks all the boxes. For lady golfers, I can also supply an interesting Cotswold-based Golf, Gardens and Antiques tour that finishes with an international match against a UK team.
Pre and Post Cruise Extensions Let’s talk about London based customised pre and post crruuise extensions that meet your clients time frame, interests and budget. For customers tthhat have been there many times before, find out where they’d really like to go before or after their crruuise and tthhen put my knowledge through its paces.
Family Travel Speed boat rides up tthhe River Thames, side trips to see tthhe making of Harry Potter, living history experiences at our historic castles and palaces, entertaining actor led tours of tthhe Theatre Royal and a performance of Mathilda, family cycle rides through the Royal Parks, a Doctor Who Experience and a ffllight on the London Eye. With tthheir accommodation included, I can customise these and other exciting interactive encounters into a memorable family trip to London.
Up an English Garden Path For Orchid, Herb, Rose and otthher specialist societies, Master Gardeners, Friends of Botanic Gardens/Arboreta and even Flower Arrangers, I can provide a FebrruuarySeptember collection of memorable, value added tours. With demand always outstripping tthhe hotel supply, now is tthhe time to be considering a 2015 Chelsea Flower Show tour (19tthh-23rd May).
4
RESPECT —
B y L e s - L e e
Am I in a time warp, or what? Does it seem that some suppliers are so into the Internet and
R o l a n d
social media that they have forgotten the talent of working with agents personally? Maybe the bigger the company, the less time they spend with us. I really miss the reps, aka business development managers or BDMs. I miss the meetings they hosted to keep us informed. I would drive two hours roundtrip or more to go to them. I felt I really was learning something and I left with real brochures — with deck plans you could read — in hand. Les-Lee Roland Owner of The Package Deal
Now,
everything is a Webinar. Some are
listen and say she has to talk to a supervisor. When I
good and informative, but others have scratchy
ask if I can relate the situation myself to the supervisor,
sound and not enough time to get answers to ques-
she doesn’t connect me. So how would I know if she is
tions. There’s no networking opportunities with
repeating exactly what I was trying to get across? Is
other agents and no private conversations with the
that person so important that her decision can make
BDMs to address my agency’s needs.
or break a situation and I have no recourse?
Today, everything is E-mail, Internet and cold atti-
Doesn’t the cruise line realize that we agents have
tudes. Plus, I have found that the bigger the compa-
value to them, and we deserve the personal atten-
ny, the less the people on the phone seem to know
tion and accuracy that they are supposed to repre-
their product — as well as their policies.
sent when a res agent cannot provide it?
Want examples? I asked a res agent in Miami about
Has anyone been on hold with Celebrity Cruises for
one of the ships. She told me that she has never
long periods recently? Some of their packages, like
seen any of their ships. She never took a tour, has
their Bermuda offerings, are not on Cruising Power,
never been on a cruise, does not know the differ-
so we need personalized attention.
ence between forward or aft. Is it worth it for us to wait for one hour to book a Have you tried calling Princess with a problem or
simple Bermuda cruise with the theatre package in
question that the res agent cannot deal with? She will
New York — especially when you find out that they
March 2014
5
Do We Get It? pay commission only on the cruise portion and not the
That phone call from start to finish was less than ten
land package?
minutes. I could have done it online, but I like the personal touch.
When I finally got through, they told me they use another company for the theatre tickets, and after
I put it down on paper for the client, comparing the
final payment is processed, that company provides a
costs, and it was an immediate sale. I just had to lock
voucher to our clients with no guarantee where the
in the cruise portion on Cruising Power. In fact, it
seats are. She said they may be in the balcony and
was so easy that I am now marketing this option to
the clients may have to pay this new company extra
more clients.
bucks to get better seats. Plus, this package is nonrefundable, with penalties even before final payment.
I found myself on horrendously long hold again with the same cruise line trying to book space for three
Once I wasted the hour on hold, I shifted my tactics. I
groups on Azamara. Now I have lost interest in even
immediately called an excellent company, smaller than
trying to market these groups.
Celebrity — New York City Vacation Packages. I immediately spoke to a knowledgeable agent who knew the
Speaking of being on hold. I had to wait on hold for over
products and put together a comparable package — a
one hour to get six people booked on a last minute
show with guaranteed good seats, transfers, plus some
cruise with Norwegian Cruise Line. The reservation
extras in sightseeing — all priced less than Celebrity’s
agent didn’t know how to get the quad cabin I wanted
offering. Plus, guess what? It was all commissionable.
released from inventory control. There’s no excuse for (continued on page 6)
Travel Agent Professional
6 that. I won’t even go into the additional 40 minutes I
concerns. She gave me the address, but still told me
waited on hold for the supervisor to work on it.
she was going to contact the district manager for that store and said I should receive a call within 24 hours.
Sure, I kept busy doing paperwork during this eternity. But when I think of the calls I did not take, the
I then received a call from a Walmart manager who
sales I could have had, I was peeved.
went over my concerns. She asked me to stop in the store — at my convenience — and she would have
I was so peeved, in fact that I reported the incident on
a gift card to reimburse me for the problems I had.
a survey. I also mentioned an E-mail to that same line
And all this was in less than the two hours that a
two weeks earlier. I’d been asking for info on ANY
cruise line cost me to get three cabins confirmed.
Caribbean or Bermuda itinerary they could offer for a group of 100 people that also needed meeting space.
Is Walmart a big company? You bet! Does Walmart
All I got back in return was a canned E-mail saying
value the concerns of a consumer? Yep! Do they
someone would be back in touch with me within 24
want to keep me as a shopper? Yes!
hours. I’m still waiting for that answer, NCL! (Holland America answers similar inquiries in a single phone call).
Now, does a cruise line value me as a seller of their product? That remains to be seen. Are they too busy to
I won’t even go into how Royal Caribbean reduced the
care about my requests, knowing I have to answer to my
cost of a cruise that had already been paid for by $300
clients about their vacation? Should I tell the client that
and didn’t even communicate that info to me. They
they are too busy to handle the sale? Should I just rec-
dealt directly with my client and left me in the dark.
ommend they think about booking another cruise line?
When are these companies going to realize that our
Let’s shorten this even more. Walmart was on a
clients deserve, and actually demand, personalized
one-to-one basis. So what if it was some pricing
attention — from us, and it should be that way up
errors on groceries? They might never miss me if I
the line. Do they think if we put one of them on hold
decide to shop elsewhere.
for even more than ten minutes, they would hang on? I don’t think so — they would go to another office.
But a tour operator or cruise line is a different story. I bring multiple sales to these companies. I earn my
Some of you might say, why not just use the com-
living by selling dreams and fun experiences to my
puter? But in each case I have mentioned, the book-
clients, over and over again. I rely on their referrals. I
ing could not be done online.
provide a service. And my clients trust me and my advice on which companies I recommend.
While I was on hold with one of these lines, to keep busy, I wrote a letter to Walmart complaining about
Rodney Dangerfield made a career with one line that
their scanning system. I then called their corporate
I can now identify with — I don’t get no respect!
headquarters to ask where to mail it and spoke to a customer service rep who told me to read the letter to her. I heard her clicking away at the computer with my
The opinions expressed in this column are solely those of the author and do not necessarily represent the opinions of Travel Agent Professional.
March 2014
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8
You Got
By
Magic to Do!
Scott Koepf
Pippin was recently revived on Broadway to rave reviews. The story revolves around a young man trying to find his purpose in life. It reminds me of the effort that travel agents have to go through to establish their value to consumers. You may know that you can have a huge impact on a customer’s purchase and their travel experience, but until you prove it customers are not aware of the benefits of your brilliance! Since your services are not yet known by your soon-to-be adoring audience, you need to let them know what is in store for them. The opening number of “Magic to Do” in Pippin does the same thing by preparing the audience for what they are about to experience: “We’ve got Magic to do just for you.”
Scott Koepf VP of Sales Avoya Travel/American Express www.JoinAvoya.com
You’ve also “got Magic to do!” So don’t be shy about singing about it right away. But you have to believe in your heart that you do indeed
Every man has his daydreams
provide magic. Spend some time drafting
Every man has his goal
exactly how you will provide magic on a per-
People like the way dreams have
sonalized basis for each customer – just like
Of sticking to the soul
the song says: “Magic to do – just for YOU!”
Thunderclouds have their lightning Nightingales have their song
The key to providing magic is the confidence
And don’t you see I want my life to be
in your abilities, and having the above noted
Something more than long....
list of what you will be ‘performing’ for your customers that make them exclaim in awe of
Rivers belong where they can ramble
your skills. Just like Pippin, you need to find the
Eagles belong where they can fly
unique place in the marketplace where you
I’ve got to be where my spirit can run free
know you will shine, or as Pippin sings in the
Got to find my corner of the sky
most famous song from the show: (continued on page 10)
March 2014
Auto Europe and David Morris International (DMI) Join Forces on Behalf of A-Rosa Cruises Auto Europe, a long time loyal provider of car rental, hotel and air package services to the travel industry, has entered into an agreement with David Morris International (DMI) to provide Reservation Services in North America for A-Rosa Cruises. The transition was seamlessly completed over the holidays which allowed DMI to offer extended hours with one-stop service for cruise, air, pre/post hotel packages, transfers and insurance all in one smooth transaction. “We could not be more pleased to be affiliated with such a reputable, award-winning company as Auto Europe”, says David Morris, President, DMI. “Their integrity is unquestionable and their number 1 top priority is customer service. These are part of the core beliefs of DMI and A-Rosa also, so it is a perfect pairing.” A-Rosa Cruises was introduced to the North American market in November, 2012 after a successful operation in Europe for 12 years. 2013 was the inaugural season which raised the bar on the definition of “all-inclusive” in the European river boat industry. A-Rosa was the first to include open bar, gratuities, shore excursions, transfers, port taxes, fees & surcharges, WiFi and more. “A-Rosa is very competitively priced and yet offers more included amenities than most of their friendly competitors,” remarked Marilyn Conroy, Executive VP, DMI. “Today’s travelers are savvy to the value quotient offered by ARosa and many disembark the ship with zero on their shipboard accounts!” Auto Europe was established 60 years ago and is an industry leader known for outstanding customer service and highly competitive car rental rates. Their representatives are available 24/7 which is very important when traveling internationally and an unexpected problem occurs. “We are very pleased to be working with DMI and A-Rosa Cruises to further enhance the Reservation process with expanded services and knowledgeable representatives”, said Imad Khalidi, CEO of Auto Europe, LLC. “With the years of experience we have in Europe, we know we can complete not just a reservation, but provide valuable expertise for Agents and their clients to customize a land component tailored personally for them.” A-Rosa Cruises has ships sailing the Rhone/Saone, Rhine and Danube rivers of Europe. Current offers include Early Booking and Pay in Full incentives, Waived Single Supplements, Spring Savings and ARosa Rewards for past passengers. For more information about A-Rosa Cruises, contact Reservations at 1-888-325-5544. Ship’s Registry: Germany
1 . 8 0 0 . 2 2 3 . 5 5 5 5 • w w w. a u t o e u r o p e . c o m 39 Commercial St., P.O. Box 7006, Portland, ME 04112 Travel Agent Professional
10 The lyrics are a perfect description of the process every entrepreneur needs to go through. We all have our goals and dreams which is why we got into the travel business in the first place. In addition, you want your life to have an impact and to help people experience their dream vacations (as opposed to your life just being long). So to reach those goals, fulfill your dreams, and have a life of impact, you have to “find your corner of the sky.” In other words, you have to determine what makes you different and how to communicate that to all potential customers. Let your “spirit run free” and your personality shine, and create a unique sales proposition that will make your goals and dreams come true! The real secret to a life well lived and to being a travel agent who provides extraordinary value is made clear at the end of the show when Pippin learns that he (just like you) is extraordinary! So as the lyrics so eloquently describe: spread your sunshine by pitching in and doing what is right and you will be closer to your heart’s desire by living your life in superlatives and doing extraordinary things! Now I’ve learned if I just pitch in and do what’s right Things will always work out And if we all could spread a little sunshine All could light a little fire We all would be a little closer To our heart’s desire I’ve got to be someone who lives All of his life in superlatives When you’re extraordinary You gotta do extraordinary things Get ready, you got magic to do!
March 2014
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12 B y P a u l l
Bright Ideas Britain
T i c k n e r
January and February are busy time for domestic U.K. trade shows and this year’s crop has produced a superabundance of wonderful new product,s some of which I’d like to share with you. In a few days time, the Best of Britain and Ireland showcase opens, which means I’ll have more gems for you in the next issue. Paull Tickner has been designing and operating niche travel programmes for the UK and Ireland for over 30 years. For more information E-mail Paull at pjtickner@customgb.co.uk
March 2014
13 Stay in a Castle If you want to impress a couple of your cruise clients
to that is, unfortunately, no - but with a bit of cre-
or get the attention of a small group of 10-15 sailing
ative thinking, it is possible to design a four or five
in or out of Southampton, tempt them with three or
night program that links Oxford, Windsor and
four nights at moated, 11th-century Bickleigh Castle,
London.
a fortified manor house on the banks of the River Exe. The romantic buildings and thatched cottages
It begins in the university city with one of their imagina-
make it the perfect base for side trips to the cathe-
tive walking tours and a visit to treasure-filled Blenheim
dral city of Exeter, a drive through Lorna Doone
Palace. It also includes time for punting on the river,
Country, a nostalgic steam hauled train ride, and a
where prizes will not be awarded for falling in.
close encounter with Agatha Christie on the English Riviera. Topped and tailed with London for non-
Add in short cruises on interesting sections of the
cruise customers, this one’s a real winner.
river, visits to a couple more stately homes, a leisurely look at Windsor Castle, an alfresco picnic and a pub
Cruising the River Thames
lunch thrown in for good measure and you have a
I was asked recently if there’s anything similar to a
package that could appeal to a couple of independent
Viking River cruise on the River Thames. The answer
travellers, as well as a group of 30 or more people.
(continued on page 14)
Travel Agent Professional
14 London Theatre Tour with a Twist Annual Shakespeare Festivals and theatres that produce seasons of the Bard’s plays will already be aware that 2014 is the 450th anniversary of his birth. They may also be incorporating this fact into their publicity material. I’ve been working closely with experienced Shakespearian actor James Hunt to put together a tour that starts with the Globe Theatre and the recently opened Sam Wanamaker Playhouse in London. It then includes some intriguing twists and turns on the way to Stratford, including a close encounter with a Druid before some special visits to the Shakespeare Houses and front/backstage tour of the Royal Shakespeare Theatre.
For
more
information,
james@shakespearesway.com
March 2014
15 Gargoyles and Grotesques The university city of Oxford has been applying their lit-
Learn about Alice in Wonderland and Harry Potter
tle grey cells to the guided walks they offer. In addition
on their Harry meets Alice tour. For Potter fans,
to their very good University and City tour, you can:
they also have Pottering in Harry’s Footsteps;
Take the Inspector Morse tour, which follows in
The Gargoyles and Grotesques tour may give you
the footsteps of the city’s famous detective and his
a slight crick in the neck as you peer upwards at
successor Lewis;
the symbols, emblems, motifs, animals and demons that cling to the roofs and walls of many buildings.
Indulge in some Magic, Murder and Mayhem as you discover the worlds of secrets societies, alchemists,
And there’s more at www.visitoxfordandoxford-
martyrs, traitors, rogues and criminals;
shire.com/official-tours/default
Shop and Dine One of the advantages of putting together tours that trav-
Putting On The Style
el less and see more is that there’s usually more time for
If you want to impress
that favourite pastime of shopping. That’s certainly the
your female friends,
case when your customers get to London and to ensure
let’s put together a
that they get the very best out of the short time there I
London Girls Getaway
like to include the London Shop and Dine program, which
that includes Fashion
will give them special privileges and offers at dozens of
Rules (dresses from H
retailers and restaurants in and around London.
M The Queen, the Princess Margaret and Diana, Princess of Wales) and special tours of the V&A and the Fashion
Renowned as one of the fashion and food capitals of
and Design Museum, plus lots of time for shopping!
the world, London offers visitors an unparalleled travel experience filled with international style and
The 6-night package includes a side trip to the
flavour. From Bohemian boutiques to custom British
Roman city of Bath for two days of Jane Austen con-
tailoring; designer shops to internationally branded
nections, a rooftop swim at the Thermae Bath Spa
retailers and outlets, the city sets the bar for some of
and a visit to the Fashion Museum to see their exhi-
Europe’s most stylish shopping destinations.
bition “The Georgians: Dress for Polite Society.”
Whether you are taking one of my long weekend tours or programs of five nights or more, I can guar-
You should also add a visit to the American Museum
antee that you’ll discover a unique array of shopping
where there’s a fabulous Quilt Collection and an
and dining experiences found nowhere else in the
exhibition of the world renowned American knitwear
world! The norm for discounts in the participating
and textile designer Kaffe Fasset. Since it’s all there
stores, shops and boutiques is between 10% and 15%.
until Nov. 2, you can now start planning a U.K. trip
The dining offers range from between 10% and 30%.
for the autumn!
Travel Agent Professional
16 Learning From One of the Best — C i n d y B e r t r a m
In today’s information overload world, we’re inundated with Emails, text messages and using different areas of social media. But the human touch factor is NOT dead – it’s even more important today. Several top executives I’ve been fortunate to know and develop genuine relationships with are ones that use a strong personal human touch. Perhaps one of the best at this is Randy Garfield, president of Walt Disney Travel Company and executive vice president of worldwide sales and travel operations at Disney Destinations. After more than 43 years in the travel industry, Randy Garfield is retiring on April 1 (but plans to stay active on at least one travel company board). In interviews, he’s said that he be
By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC
spending the majority of his time on family and fun, but will also keep involved in a few select areas of the travel industry. He’ll be missed.
Yes, Randy Garfield Does Make Phone Calls The first time I had a chance to talk to Randy Garfield was not at a travel conference. I had actually sent him a letter reaching out for his help on a client’s booking. She had to cancel at the last minute due to an unexpected, serious situation, and I just wanted to cover another base. The day Randy received my letter, he called me at the agency I worked at. When I picked up the phone, he said, “Oh, hi Cindy. This is Randy Garfield from Walt Disney Travel Company. I received your letter and wanted to talk about it.” I quickly gathered my composure (I didn’t fall out of my chair, literally or figuratively) and we covered a few key things. It was a great conversation and he was so gracious with his time. Afterwards, I mailed Randy a note in a personal card to thank him again. Did he HAVE to pick up the phone and call me? No, but he took time out of his incredibly busy schedule. I knew he truly was a genuine person who cared, along with being a leader who led by example. Over the years, we’ve continued to communicate via E-mail and snail mail, and there’s been a time or two since
March 2014
17
Randy Garfield & the Human Touch
then when he’s picked up the phone and called me. One
going to Walt Disney World and taking us. Three
call was about a story I had written (in 2004) about my
months later, she did just that. It was a wonderful
mother’s first trip back to Walt Disney World three
experience, along with a celebration that she had
months after she had lost her right leg to heel cancer.
beat cancer. (At times, she literally outran us!) Once again, the day Randy got my story and letter, he
Coming out of the anesthesia, my mom told my dad
called to thank me and said he’d share it with his
that after she got fitted with her new leg, she was
staff.
Yes, Randy Garfield Takes the Time to Give Feedback I’ve also discovered over the years that Randy Garfield graciously takes the time to give feedback. On a late Saturday afternoon a few years ago, Randy sent me an E-mail — this time it involved some feedback he wanted to share with me. I had just returned from a travel conference where I presented two different workshops, including one on family travel. One of the sales managers from the Walt Disney Corporation had attended my workshop on family travel, and in a report that he sent to Randy, provided some feedback. Randy recognized my name and when we E-mailed back and forth. I mentioned I’d be happy to talk to this (continued on page 18)
Travel Agent Professional
18 sales manager, because any input, feedback, and sug-
Randy Garfield's thoughts about treating others and
gestions for improvement would be very helpful to me
people
as well. Randy immediately got us connected, and we did a brief phone call discussion the following week.
In a recent E-mail conversation Randy and I had, he shared more of his ideas. He said, “I have always tried
The most recent example of feedback was just in
to treat people the way I’d like to be treated which
January. I reached out to Randy to get his input on
to me is a good rule of thumb for leaders seeking a
something I had mailed him. He provided some great
foundational philosophy. I believe that long after peo-
feedback as well as insights, which I appreciated
ple forget your business accomplishments they will
greatly.
remember how you made them feel.”
What I’ve Learned From I’ve never had the pleasure of meeting Randy
Randy Garfield ing or later in the evening.
Garfield in person, but I have learned so much from him. He is one of the best leaders I’ve come to know
I also subscribe to his “We’re all human beings” mind-
and admire, and his quick responses, “fast turn-
set. Yes, I E-mail and text, share on Facebook, tweet
around” and genuine care are key things I’ve also
and blog, but realize there is a real person on the
made sure are part of my work style. I practice the
other side of that message. I also believe that picking
24 hour rule — getting back to people within a day
up the phone and making a call is still one of the best
with some type of response, whether it’s early morn-
ways to build genuine, ongoing relationships.
We’re Still Human Beings In the age of digital technology, we’re still human beings, and should never lose touch or sight of that. Surrounding ourselves with great people, continuing to learn, and being receptive to feedback are other key things I’ve learned and incorporated into my own management style. And once again, it’s thanks to leaders like Randy Garfield. On a personal note? Thank you Randy, for making a difference in people’s lives, leading by example, being so accessible and having a positive impact in the travel industry. And best of luck as you enter a new phase of your life.
March 2014
Showcase Enterprise & National Recognized as J.D. Power 2014 Customer Champions Enterprise Rent-A-Car, National Car Rental Brands Receive Distinction in U.S. Enterprise Holdings’ Enterprise Rent-A-Car and National Car Rental brands have been recognized as J.D. Power 2014 Customer Champions. The brands are two of only 50 brands to earn this distinction. As Customer Service Champions, the Enterprise and National brands join 48 of the highest-performing U.S. brands that deliver service excellence — both within their respective industry and across nine industries measured. To qualify for inclusion on this elite list, brands must excel among the nine industries and 600 brands included in the Customer Champions analysis by J.D. Power. To determine the J.D. Power 2014 Customer Champions, J.D. Power examined five factors, including: people, presentation, process, product and price. The 2014 Champions were identified based on customer feedback, opinions and perceptions gathered primarily from J.D. Power’s syndicated research in 2013. According to Pamela Nicholson, CEO and president of Enterprise Holdings, “Quality customer service is of the utmost priority for each of our brands and a standard by which we continually evaluate ourselves. Whether in one of our neighborhood locations or at an airport, we are committed to our customers no matter where they need us. This accolade from J.D. Power on behalf of our customers reaffirms these efforts.”
Rent A Car. After the acquisition, Enterprise Holdings recommitted to the brand by investing tens of millions of dollars to upgrade facilities and technology and create several new marketing campaigns, ultimately leading to the customer-championing brand recognized today. In fact, National Car Rental, Enterprise Rent-A-Car and Alamo Rent A Car took the three highest-ranked car rental brand spots in the J.D. Power 2013 North American Rental Car Satisfaction StudySM. The study, which surveyed leisure and business travelers who rented vehicles at North American airports, ranked National Car Rental highest in customer satisfaction, followed, in order, by the Enterprise Rent-A-Car and Alamo Rent A Car brands. This marked the second year that Enterprise Holdings’ car rental brands — National, Enterprise and Alamo — captured the top three spots, and the first time that the brands were the only car rental brands to finish above the industry average. About Enterprise Holdings Enterprise Holdings and its affiliate Enterprise Fleet Management together offer a total transportation solution. Combined, these businesses include extensive car rental and car-sharing services, commercial truck rental, corporate fleet management
Both the Enterprise and National brands are already renowned for their signature customer service. With more than 5,500 airport and neighborhood offices located within 15 miles of 90 percent of the U.S. population, the Enterprise Rent-A-Car brand is known for its extensive network of locations, everyday low rates and outstanding, localized customer service. On the other hand, National Car Rental is the premium car rental brand known for its focus on business travelers and unsurpassed convenience, service and choice offered by its unique Emerald Club loyalty program.
and retail car sales. Enterprise Holdings, through
This distinction is further proof of the resurgence of the National brand. Just seven years ago, National’s future looked anything but bright. Then, in 2007, the Taylor family acquired National and its sister brand Alamo
brand name include Enterprise CarShare,
Travel Agent Professional
its regional subsidiaries, operates the largest fleet of vehicles in the world through a global network under the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands. Its affiliate, Enterprise Fleet Management, provides full-service fleet management to companies and organizations with small- to medium-sized fleets. Other transportation services marketed under the Enterprise Enterprise Rideshare, Enterprise Car Sales and Enterprise Commercial Trucks.
Showcase
Navigate Spectacular Vacation Experiences As Part of the Expedia Family
At Expedia CruiseShipCenters, we take pride in providing our Vacation Consultants with the tools and training to navigate spectacular vacation experiences for travelers in their community. A new study released by the American Society of Travel Agents (ASTA) reveals their hard work is really paying off and that use of traditional travel agents is growing! Findings from the Value of Travel Agents study indicates that over half of Millennial (59%), Xer (53%) and Boomer (58%) leisure travelers who used travel agents believe that vacations planned through an agent were better than those organized without their assistance. In addition, consumers that use an agent travel more (average 4.7 trips) than consumers that don’t use a travel agent (average 3.6 trips). Today’s travelers are overwhelmed with options and are turning to travel professionals to simplify the trip planning process, especially for complex vacations like cruises. The numbers prove it – two-thirds of all cruises are booked through a travel agent (CLIA). Expedia CruiseShipCenters is a recognized market leader in the travel industry which allows our consultants to orchestrate dream vacations, while still offering exceptional Expedia prices. With 4,000 Vacation Consultants and a 20% average growth rate in sales for over 25 years, there has never been a better time to join the Expedia family! Find out how you can leverage the booming travel industry and the power of the #1 brand in travel as an Expedia CruiseShipCenters Vacation Consultant. RSVP now for an upcoming information webinar or choose the session to the top right that best suits your schedule. Expedia CruiseShipCenters, Just Cruises 43277 Garfield Rd, Clinton Township, MI 48038 Phone: 586-840-7447/800-837-4477 Email: justcruises@cruiseshipcenters.com • www.cruiseshipcenters.com/JustCruisesHB
March 2014
Showcase Alamo Rent A Car and National Car Rental Now Open in Belize, Peru and Turks & Caicos New Locations to Offer Grand Opening Promotions Enterprise Holdings has announced the March opening of new international airport and neighborhood franchise locations for its Alamo Rent A Car and National Car Rental brands. Alamo Rent A Car and National Car Rental will serve customers at Philip S.W. Goldson International Airport and in Belize City, Belize. Alamo Rent A Car will also open a location serving Peru’s Jorge Chavez International Airport, as well as two locations in Turks & Caicos in Providenciales and at Providenciales International Airport. “The addition of these locations in Latin America and the Caribbean provide countless more travelers access to the affordability and convenience offered by our growing network of Alamo and National brand locations,” said Peter Smith, vice president of global franchising for Enterprise Holdings. All locations are offering grand opening promotions in celebration. Available on qualifying minimum six-day car rentals, specific country offers include: Belize: From March 31 through May 30, both Alamo and National locations will offer up to a $25 discount off weekly rentals. National customers can use coupon code: ND9357KRT; and Alamo customers can use coupon code: AD2894HED.
Through these new locations, the Alamo and National brands will serve the many business and leisure travelers that collectively visit these major Latin American cities each year. Today, Alamo and National franchises now operate in 28 countries and territories throughout Latin America and the Caribbean. Currently, through its regional subsidiaries, Enterprise Holdings owns and operates the Alamo Rent A Car, National Car Rental and Enterprise Rent-A-Car brands in North America, as well as a comprehensive network of National and Alamo locations throughout the Americas and, through a combination of corporate ownership and franchise agreements, a rapidly expanding global network of Enterprise operations. About Enterprise Holdings St. Louis-based Enterprise Holdings is the largest car rental service provider in the world. Together with its affiliate Enterprise Fleet Management, Enterprise Holdings offers a total transportation solution that accounted for $16.4 billion in revenue, employed 78,000 and operated 1.4 million vehicles throughout the world in fiscal year 2013. Operating through its regional subsidiaries,
Peru: Through April 30, the new Alamo branch at Jorge Chavez International Airport will offer up to a $20 dollar discount off weekly rentals. Customers can use coupon code: AD2857JUT.
Enterprise Holdings is the largest car rental com-
Turks & Caicos: Through April 30, both Alamo locations will offer up to a $30 dollar discount off weekly rentals. Customers can use coupon code: AD2389ZAP.
try, exceeding all other rental car companies, and
pany in the world as measured by revenue, fleet and employees. Enterprise Holdings’ annual revenues also place it near the top of the travel indusmost airlines, cruise lines, hotels, tour operators and online travel agencies.
More information on the National and Alamo brands and their grand opening promotions can be found at www.alamo.com and www.nationalcar.com
Travel Agent Professional
Showcase
Well-Being Travel Accepting
Supplier and Destination Memberships — New Exclusive Directory of Wellness Suppliers and Destinations To Roll Out —
Well-Being Travel, the leading industry marketing organization dedicated to educating travel professionals about the trend of health, wellness and med-
About
ical travel, announced at its inaugural symposium today that it will be
Well-Being Travel is a
accepting applications from suppliers and destinations for exclusive mem-
leading marketing
berships beginning this spring. The conference is currently in session at the
organization which is
MGM Grand in Las Vegas, and is being attended by travel professionals, top
open to the industry
hotel executives, spa directors and travel suppliers.
that focuses on educating
"Health and wellness tourism is a very lucrative niche that is quickly growing," says Anne Marie Moebes, Executive Vice President of Well-Being Travel. "Our ultimate goal is to help travel professionals seize opportunities surrounding this very specific market. The message is very clear at our symposium this week; they want access to suppliers and destinations that are committed to health and wellness travel and we're delivering by helping both parties join forces to become even more profitable." Well-Being Travel is at the forefront of it all, having already established relationships with some of the finest wellness suppliers and destinations, including the
the
travel
agent community on the growing trend of health, wellness and medical travel. WellBeing Travel helps distinguish its member travel professionals as instant health
MGM Grand, which recently introduced its innovative StayWell room concept.
and wellness afi-
Others include EVEN Hotels, a new wellness concept hotel brand by
cionados while also
InterContinental Hotels Group, the Malaysia Healthcare Travel Council and more.
serving as an expert consulting service
Applications will be carefully reviewed to ensure each potential member is
that seamlessly man-
an appropriate fit for travel specialists that are part of Well-Being Travel.
ages medical travel
Those who are accepted will be featured in the brand's exclusive supplier
needs around the
and destination directory, gain access to Well-Being Travel's member travel
world
professionals, receive e-marketing support, get reduced fees to Well-Being
source. For more
Travel conferences and webinars and more. Destinations and suppliers inter-
information,
ested in applying for membership with Well-Being Travel can email
www.well-beingtrav-
dpress@well-beingtravel.com.
from
one visit
el.com.
For more information and to register, visit www.wellnesstravelsymposium.com
March 2014
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Showcase
Portuguese Tourism Office Launches New Events for Travel Agents The Portugal Experience 2014, in collaboration with Acclaim Meetings, to help Travel Professionals gain insight into Emergin European Destination -
With a 16.4% increase in overnight stays by American hotel guests last year, the U.S. has become one of Portugal’s fastest growing inbound tourist markets. With that in mind, the Portuguese Tourism Office is dedicating itself to educating the travel agent community about this emerging destination with a series of road shows entitled ‘Portugal Experience 2014,’ to be held in Boston, New York, Washington DC and Miami this spring. Attendees can learn first-hand why Portugal is a trendy, affordable and fast-growing travel destination with unique experiences. The events are being organized in collaboration with Acclaim Meetings. Travel agents can register for a trade show, followed by a reception, which will provide the opportunity to meet with a group of Portuguese hoteliers, airlines and tour operators. All of the events run from 4:30 p.m. to 7:30 p.m. Space is limited to the first 125 agents who register for the following dates: March 31st – Omni Parker House, Boston April 1st – New York Hilton Midtown, NYC April 2nd – Omni Shoreham, Washington DC April 3rd – Conrad Hotel, Miami To sign up, visit https://www.regonline.com/portugalexperience. For more information, please contact Debbie Press at dpress@acclaimmmeetings.com.
“American travelers are looking for two things – value for the dollar and the value of experiences,” says Jayme Simões, a tourism spokesperson. “Portugal is strong on both counts. The country’s mild, year-round climate, along with its historical attractions, new and classic museums and fresh wine regions make Portugal a memorable place for the American traveler to explore. Portugal has an amazing diversity of experiences for a country the size of Maine.” The Portuguese Tourism Office has developed the ‘Portugal Experience’ in several countries and cities around the world, expanding from 25 to 36 events in 2014. The U.S. is one of the five countries that were included in this year’s series. Portugal has received numerous accolades in recent months from American and European sources alike. Most recently, Porto was named Best European Destination 2014 by the European Consumers Choice. Lisbon was also named one of the Top 25 Destinations in Europe in the 2014 TripAdvisor Traveler’s Choice Awards and coined destination of the year by Conde Nast’s Jaunted. The Douro Valley appeared on Fodor’s Go List for 2014 and CNN named Porto's Casa da Música one of the world’s most beautiful concert halls.
Part the Ministry of the Economy, Turismo de Portugal/Portuguese Tourist Office is the national tourism authority responsible for promotion, enhancement and sustainability of tourism activities, aggregating within a single entity all the institutional competencies related to stimulation of tourism activities, from the supply sector to demand. For more information, go to www.turismodeportugal.pt/english/TurismodeportugalIP/AboutUs/Pages/AboutUs.aspx. To view a brief video about Portugal as a travel destination, to go www.youtube.com/watch?v=j5tFXbhEm1I.
March 2014
Travel Agent Professional
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