Register online and receive 10% off use discount code:
16-19 SEPT 2013 • MIAMI, FL
Passion
You are cordially invited to
The Travel Event of the Year No travel professional can afford to miss! Register today at
www.astaglobalconvention.org
Just added
NACTA Annual Convention Program
... high doses of conversation on the sensitive industry changing issues. AGCReturnOnInvestment ASTA’s Global Convention is the most valuable conference you will attend this year. Find everything you need to register and start planning at
www.astaglobalconvention.org
16-19 SEPT 2013 • MIAMI, FL
• Four+ days of learning and collaborative exchange at sessions based on sales, marketing, operations and technology
• Nearly 60 hours of continuing education, lively
discussions and valuable content to share with colleagues in your business and beyond
• The best evidence-based business practices that turn ideas into tangible business techniques
• New programs on management, social media and business skills that contribute to your bottom line
• Meet with new suppliers and learn about technology innovations
• Opportunities for all types of learning—self-directed,
peer-to-peer, roundtables with experts and colleagues, plus informal networking
• A celebration of you, the travel professional!
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
... to improve my agency and lead my peers in doing the same. ASTA Global Convention’s
diverse education
program promises to deliver and fuel your passion for our profession. OUR 2013 SPEAKERS AND PANELISTS
SOME PEOPLE EMBRACE CHANGE.
THE HONORABLE HILLARY RODHAM CLINTON
Some people go with the flow.
Fernado Amarol Marc Cavaliere Richard Fain, MBA Mike Fegley Vicki L. Freed, CTC Nancy Friedman Emilio Gonzales, Ph.D. Torstein Hagen John Hanratty Yanik Hoyles John Edward Jackson Zane Kerby Scott Knutson, CTC Chris Kroeger Dr. Carolin Lusby Mike Marchev, CTC Carol Marsh John Marsh Ryan McGredy Mark McMullen, CTC Michael Merrithew, MBA Nina Meyer, CTC, MCC, DS Gary Murphy Mark Murphy Ben Newell Eben Peck Mark Pestronk, P.C. John Pittman Samuel Podberesky Olga Ramudo Paul Ruden Jeff Saless Sandra Soellner Kevin Sheehan Lisa Simon, CTP Steve Smith Andy Stuart Will Tate
Sabre Travel Network South African Airways Royal Caribbean Cruises, Ltd. IHG Royal Caribbean International Nexion Miami-Dade Aviation Department Viking Cruises Travel Impressions IATA Korean Air ASTA Costa Cruise Lines Inc. Sabre Travel Network FIU Marchev’s Business Builders Marsh Consulting Marsh Consulting Moraga Travel, LLC ANSIRA Merit Travel Group, Inc. Express Travel AmaWaterways Ansira TripCase ASTA Travel Weekly Legal Columnist ASTA U.S. Department of Transportation Express Travel ASTA Delta Airlines Sabre Travel Network Norwegian Cruise Line NTA Japan Airlines Norwegian Cruise Line Management Alternatives
Melissa Teates Ann van Leeuwen Arnie Weissmann Pamela Wright, CTC Jack Zemp, CPC
ASTA NACTA Travel Weekly The Hertz Corporation Allianz Global Assistance
There are those few who fight change to the bitter end. In today’s accelerating pace of technological change, if you plan on WINNING,
SUCCEEDING and STAYING RELEVANT, you have to pay attention
to the ever-changing business environment. Blind devotion to past technologies, methodologies, systems and procedures can kill success. It is obvious that for companies and people to succeed, they need to not only embrace change, but to shape it. From business sessions about emerging social technologies to the changing nature of air distribution, ASTA’s Global Convention is designed to provide you insight on how you can embrace and shape the changing world around you. I look forward to personally welcoming you to Miami.
Zane Kerby, MBA ASTA, President & CEO
Register online and receive 10% off use discount code:
Passion
Great combination of one-of-a kind networking AGCSchedule@aGlance TIME
EVENT
LOCATION
15 SEPT Sunday 6:30p-8:30p
Board of Directors Dinner
16 SEPT Monday 8:00a-5:00p
Registration Open
Riverfront Hall Foyer, Lobby Level
10:00a-1:30p
Royal Caribbean Majesty of the Seas Ship Inspection
Port of Miami
10:00a-1:30p
Norwegian Cruise Lines Norwegian Sky Ship Inspection
Port of Miami
12:00p-6:00p
Golf Tournament at the Turnberry Isle Resort
Turnberry Isle Resort
Education Breakout Sessions How to Make $ on Your Website 2:00-3:45p
Tuttle South, Terrace Level
Presented by: Mark McMullen, Ansira
Moments of Truth
Tuttle North, Terrace Level
Presented by: Mike Marchev, CTC, Mike Marchev Associates 2:00-4:00p
7:00-9:30p
International Travel Agents Summit
Hibiscus A, Terrace Level
Sponsored by: ABC Global Services
Opening Event at Miami Marriott Biscayne Bay Sponsored by: Great Miami Convention and Visitors Bureau
Miami Marriott Biscayne Bay
17 SEPT Tuesday 8:00a-5:00p
Registration Open
Riverfront Hall Foyer, Lobby Level
Opening General Session 8:30a-10:00a
Remarks from ASTA’s Chair, Nina Meyer, CTC, MCC, DS, Express Travel
Award Presentation – Young Travel Professional of the Year
James L. Knight Center, Level Three
Award Presentation – Chapter Presidents Award NTA-ASTA Hispanics in Travel Caucus Presentations include: Olga Ramudo, Express Travel; Emilio Gonzales, Ph.D. Director, Miami-Dade Aviation Department; Fernado Amarol, Sabre Travel Network 10:15a-12:00p
The Hispanic Traveler Research Project ASTA, NTA and Florida International University
Hibiscus A, Terrace Level
Sponsored by: Sabre Travel Network 10:15a-12:00p
ASTA’s Young Professionals Society Summit
YPS
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
Hibiscus B, Terrace Level
TIME
EVENT
10:15a-12:00p
Education Breakout Sessions
LOCATION
Dialogue to Decision - Using Nonverbal Cues to Close a Sale Presented by: To be announced
Tuttle Center, Terrace Level
How to Make Money with the Airlines Presented by: John Edward Jackson, Korean Air; Marc Cavaliere, South African Air; Steve Smith, Japan Airlines; Jeff Saless, Delta Airlines
Negotiate Like a Pro Presented by: Will Tate, Management Alternatives
Social Media: Beyond the Basics Presented by: To be announced
A Declaration of Independents: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner)
Brickell North, Terrace Level
Tuttle South, Terrace Level Brickell Center, Terrace Level
Brickell South, Terrace Level
Presented by: Ann van Leeuwen, NACTA and Jackie Friedman, NEXION
Winning Corporate Clients Presented by: Mike Marchev, CTC, Mike Marchev Associates 10:30a-12:30p 12:00p-1:30p
Corporate Advisory Council Meeting Meeting is open to CAC members only.
Tuttle North, Terrace Level Orchid CD, Terrace Level Jasmine and Upper and Lower Promenade, Terrace Level
All Delegate Lunch Premium Members Meeting
1:30p-3:30p
Sponsored by: Amadeus North America, Travel Insured International, Travelport, The Hertz Corporation
1:30p-2:45p
Education Breakout Sessions Moments of Truth Presented by: Mike Marchev, CTC, Mike Marchev Associates
How to Make $ on Your Website Presented by: Mark McMullen, Ansira
Negotiate Like a Pro Presented by: Will Tate, Management Alternatives
Hibiscus AB, Terrace Level
Tuttle North, Terrace Level Brickell Center, Terrace Level Tuttle South, Terrace Level
The Future of Vacation Cruises
3:00p-3:45p
Presented by: Andy Stuart, Norwegian Cruise Lines; Vicki Freed, CTC, Royal Caribbean International; Scott Knutson, Costa Cruise Lines; Gary Murphy, AmaWaterways
Brickell North, Terrace Level
The Complaint Opportunity: Turning a Negative into a Positive
Tuttle Center, Terrace Level
21st Century Niche Travel Markets
Brickell South, Terrace Level
Product Seminars Sabre Travel Network
Tuttle North, Terrace Level
Puerto Rico Tourism Company
Tuttle Center, Terrace Level
Norwegian Cruise Line
Brickell South, Terrace Level
Recommend Magazine
Brickell North, Terrace Level
Estonian Tourist Board
Tuttle South, Terrace Level
Mexico Tourist Board and Yucatan Tourist Board Tourism Marketing Company of Saxony 4:00p-5:00p
7:00p-10:00p
ASTA Town Hall Meeting Advocacy Dinner Sponsored by: Sabre Travel Network
James L. Knight Center, Level Three
Villa Woodbine
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
TIME
EVENT
LOCATION
18 SEPT Wednesday 8:00a-5:00p
Registration Open
Riverfront Hall Foyer, Lobby Level
7:30a-8:45a
ASTA Chapter Presidents Council Meeting
Orchid CD, Terrace Level
8:45a-10:00a
Education Breakout Sessions CRM from Pull to Push Presented by: Carol and John Marsh, Marsh Consulting
Critical Legal Issues for the Frontline Travel Agent Presented by: Mark Pestronk, P.C., Attorney
Travel Insurance: Enhance Your Bottom Line While Protecting Your Customers and Your Business
Tuttle Center, Terrace Level Tuttle North, Terrace Level
Brickell Center, Terrace Level
Presented by: John Pittman, ASTA and Jack Zemp, Allianz Global
You Too Can Be On YouTube Presented by: Mike Marchev, CTC, Mike Marchev Associates
10:15a-11:30a
Tuttle South, Terrace Level
Microsoft
Brickell South, Terrace Level
Working the Cloud (Premium Member Only Session)
Brickell North, Terrace Level
Education Breakout Sessions CRM from Pull to Push Presented by: Carol and John Marsh, Marsh Consulting
Achieving Business Excellence: Benchmark Data for Travel Agency Owners and Managers
Tuttle Center, Terrace Level
Tuttle South, Terrace Level
Presented by: Melissa Teates, ASTA
Government Affairs and Regulatory Update: What You Need to Know and Do to Protect Your Business
Brickell Center, Terrace Level
Presented by: Eben Peck, ASTA and John Pittman, ASTA
Microsoft Critical Legal Issues for Travel Agency Owners Presented by: Mark Pestronk, P.C., Attorney
Brickell North, Terrace Level Tuttle North, Terrace Level
General Session Remarks from ASTA President and CEO, Zane Kerby
Panel presentation Those in the Know Industry Panelists: 12:00p-1:30p
Pam Wright, Vice President, Sales Strategy and Operations, The Hertz Corporation Mike Fegley, Vice President, Americas Sales, IHG John Hanratty, EVP, Chief Operating Officer, Travel Impressions
James L. Knight Center, Level Three
Award Presentation – Extra Mile Award Sponsored by: Auto Europe
Award Presentation – Travel Innovation Award Sponsored by: Comcast Spotlight 1:45p-5:00p
Trade Show and Lunch
6:00p-7:00p
Premium Members Reception
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
Riverfront Hall, Lobby Level
TIME
EVENT
LOCATION
19 SEPT Thursday 8:00a-5:00p
Registration Open
Riverfront Hall Foyer, Lobby Level
7:30a-8:45a
ASTA Chapter Presidents Council Meeting
Orchid CD, Terrace Level
8:30a-10:30a
TRADE SHOW
Riverfront Hall, Lobby Level
General Session Panel Presentation – Cruise CEO Panel 10:45a-11:45a
Panel Moderator: Arnie Weissmann, Editor-in-Chief, Travel Weekly
James L. Knight Center, Level Three
Panelists: Richard Fain, Chairman & CEO Royal Caribbean Cruises Kevin Sheehan, President & CEO Norwegian Cruise Line Tor Hagen, CEO Viking Cruises
12:00p-1:00p
General Session
James L. Knight Center, Level Three
The Honorable Hillary Rodham Clinton
Complimentary Half-Day Sightseeing Tours The tours are complimentary and can be booked during registration. Spots are limited and on a first-come first-serve basis.
Island Queen Sightseeing Ship 2:00p-5:00p
Hop on Hop off Bus Tour—Beach Loop Hop on Hop off Bus Tour—City Loop Shake-A-Leg Water Front Center
3:00p
Bus to NACTA Annual Convention - Westin, Fort Lauderdale
20 SEPT Friday Complimentary Full-Day Sightseeing Tours 9:00a-5:00p
Art, Culture and Paella in Little Havana Redland Tropical Trail Soft Adventure
The tours are complimentary and can be booked during registration. Spots are limited and on a first-come first-serve basis.
Agenda is subject to change
Register online and receive 10% off use discount code:
Passion
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
Engaging, intelligent, entertaining, stimulating. Powerful adjectives that I don’t use lightly.
AGCSeminarsAtSea Pre-Conference
The Allure of the Seas offered by Royal Caribbean International 15 double occupancy cabins sailing from Fort Lauderdale, Sept. 8, 2013 for 7-nights. Reservation deadline is August 16. Pricing includes inside, outside and interior balconies overlooking Allure “neighborhoods”. Total price per person (based on double occupancy): Category B2 is priced at $867.01/pp plus taxes. These are Boardwalk balcony rooms and are INSIDE balcony rooms overlooking the Boardwalk neighborhood. Category C1 is priced at $867.01/pp plus taxes. These are Central Park balcony rooms and are INSIDE balcony rooms overlooking the Central Park neighborhood. Outside Cabins – Category H is priced at $692.01/pp plus taxes. Inside Cabins – Category L is priced at $377.01/pp plus taxes. Make reservations through www.astaglobalconvention.org during registration for the ASTA Global Convention or ASTA/NACTA joint registration.
Norwegian SKYoffered by Norwegian Cruise Line 30 double occupancy cabins sailing from Miami, September 13, 2013 for 3-nights. Reservation deadline is August 26. Total price per person (based on double occupancy): $413 Category BA for a Balcony Cabin $323 Category OG for an Outside Cabin $303 Category IA for an Inside Cabin When you register for the conference at www.astaglobalconvnetion.org, your confirming registration email will contain the link to Norwegian in order to book your registration. Prices are considered advantaged ‘seminar at sea prices’ and are inclusive of cruise fare, government taxes and fees and pre-paid service charges. You will be hosted by a Norwegian Cruise Line sales team representative and seminar participants are required to attend all planned shipboard events, including a product presentation onboard and welcome reception. As this is considered a business meeting, no children/guests under 18 years of age may be booked.
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
One of the most empowering gatherings I have ever attended. AGCSuperSessions
Imagine the power of hundreds of your colleagues gathered in the same room to acknowledge the joys and challenges of working in the travel industry. Our super general sessions will motivate and inspire you, and celebrate our profession.
17 SEPT - TUESDAY 8:30a - 10:00a - OPENING GENERAL SESSION Join your fellow professionals for the opening General Session to hear outgoing ASTA Chair Nina Meyer share her perspective on the state of the industry and ASTA. Celebrate and congratulate ASTA’s 2013 Young Professional of the Year and the 2013 Chapter President’s Award. 4:00p - 5:00p - THE ISSUE OF THE CENTURY A revolution is under way in retail travel selling. Do you know what it means for your business? Airlines are leading the way in changing how travel is sold. It’s called the New Distribution Capability (NDC), and it is changing how airline content reaches your clients through websites and travel agencies. What will NDC mean for you and your customers? How long before cruise lines and hotels follow? (The Answer is Not Long). Its impact may be bigger than the elimination of airline commissions, and as important as automation itself. We will demo, decode and discuss the NDC and other visions of retailing. This is the BIGGEST thing to happen Come prepared to interact with to the industry since... your association and industry Automation leaders. Learn what ASTA is doing to defend and enhance your industry. Learn what the changes mean for your business. Be prepared to act decisively. IATA will be there. The GDSs will be there. You need to be there too.
19 SEPT - THURSDAY 10:45a - 11:45a CRUISE CEO PANEL Insights on what’s really going on in the cruise industry directly from the people in charge – the cruise line CEOs.
RICHARD FAIN
KEVIN SHEEHAN
Chairman & CEO Royal Caribbean Cruises
President & CEO Norwegian Cruise Line
TORSTEIN HAGEN
ARNIE WEISSMANN
Chairman Viking Cruises
Editor-in-Chief Travel Weekly Panel Moderator
Sitting on this distinguished panel:
12:00p - 1:00p - KEYNOTE SPEAKER
THE HONORABLE HILLARY RODHAM CLINTON, Former Secretary of State and Former U.S. Senator from New York.
18 SEPT - WEDNESDAY 12:00p - 1:30p - MIDDAY GENERAL SESSION You’ll hear powerful words and industry insights from ASTA’s new President and CEO Zane Kerby as he outlines his vision for the future of ASTA. Then listen to our “in the know” panel of industry vice presidents representing car, tour, hotel and technology. Delight in ASTA’s Extra Mile Award presentation as we celebrate how great travel agents are and the dedication to their clients. Travel Innovation Award is sponsored by Comcast Spotlight, Extra Mile Award is sponsored by AutoEurope
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
... to be among professionals who share the same passion for this industry AGCSpecialEvents
ASTA Global Convention Super Sessions are just the beginning. We’ll continue with special networking events and celebrations.
16 SEPT - MONDAY 12:00p - 6:00p - GOLF TOURNAMENT Begin your networking in full swing by playing in ASTA’s Golf Tournament at the spectacular Turnberry Isle Resort’s Soffer course just north of Miami. This top-rated course features lush fairways, verdant tropical foliage, crashing waterfalls and pristine white sands, providing the perfect setting for a round.
17 SEPT - TUESDAY 10:15a - 12:00p - NTA-ASTA HISPANICS IN TRAVEL CAUCUS A gathering of professionals, executives, organizations and thought leaders involved in the Hispanic tourism market. The keynote speaker will be Emilio Gonzales, Ph.D., Director of the Miami-Dade Aviation Department. The caucus will present new research conducted by NTA, ASTA and Florida International University on the trends in the Hispanic travel market. Sponsored by Sabre Travel Network
7:00p - 10:00p - ASTA ADVOCACY DINNER This is BLACK TIE GLAM. Celebrate ASTA’s impact in the travel industry at ASTA’s Advocacy Dinner. Enjoy a cocktail hour, decadent dinner and dessert reception at Villa Woodbine, a historic private mansion located in Coconut Grove. Individual tickets are $250/person. Sponsored by Sabre Travel Network
2:00p - 4:00p - INTERNATIONAL TRAVEL AGENTS SUMMIT Participate in an exclusive summit for non-U.S. based agencies and suppliers where you will network with some of the most successful travel agents from around the world. At the summit, you will partake in lively discussions that focus on industry trends and challenges. Sponsored by ABC Global Services
7:00p - 9:30p - OPENING NIGHT CELEBRATION Join your fellow professionals in kicking off a week of passionate inspiration and roll-up-your-sleeves business sessions, at ASTA’s Global Convention Opening Event! Start your conference networking with style at the Miami Marriott Biscayne Bay terrace. The evening features fabulous food and entertainment. Sponsored by Greater Miami Visitors and Convention Bureau
18 SEPT - WEDNESDAY 12:00p - 1:30p - The ASTA EXTRA MILE AWARD presentation Telling the world how GREAT travel agents are! ASTA is recognizing those agents who have gone above and beyond the typical role of a travel agent. Plus, the TRAVEL INNOVATION AWARD presentation, for the most innovative travel company as selected by travel professionals and the traveling public. The Extra Mile Award is sponsored by Auto Europe The Innovation Award is sponsored by Comcast Spotlight
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
One of the most important commitments we make—advancing our knowledge through education. AGCEducation
Enhance your knowledge or focus on specialized content with sessions representing the best education for today’s diverse travel agency models. Agencies are diverse, targeted and widely varied, yet share common threads. Taking care of the consumer, embracing and leveraging technologies, monitoring the trends and networking with like minded business professionals is the recipe for success.
Breakouts running from 10:45a – 12:00p
1 7 S E P T – T U E S D AY
DIALOGUE TO DECISION From Dialogue to Decision will teach you how to read your customers’ verbal and body signals that indicate when they are ready to buy and when you should stop talking. SAMA
HOW TO MAKE MONEY WITH THE AIRLINES Find the right combination of sessions that are right for you and your organization. SALES/MARKETING | TECHNOLOGY | OPERATIONS SAMA
TECH
OPER
Expect this session to be highly interactive. Here attendees get to participate in a dialogue with airline representatives that includes sharing the various ways agents can make money via ancillary fees, overrides, add on fees, even commissions. SAMA/TECH/OPER
NEGOTIATE LIKE A PRO (R)
Suggested course paths are available on www.astaglobalconvention.org/PATHS
Negotiations in the 20th century were about win-win. The concept was for the parties to each walk away feeling like winners. For the 21st century, it is about creating value and confirming what is really on the table. In this seminar you will learn how to distinguish the value proposition in any negotiation.
1 6 S E P T – M O N D AY
SAMA/OPER
Breakouts running from 2:00p – 3:15p
SOCIAL MEDIA: BEYOND THE BASICS
HOW TO MAKE $ ON YOUR WEBSITE (R) This seminar is not about creating or improving a website. It is a dialogue on ways to make money via your website. It will start with the difference between ways to make money with a website versus ways to make MORE money from the website. Want to understand the difference while learning how to monetize your website? Then join the dialogue.
Remember when the “Internet” or “WWW” were the buzz words in communications and marketing? Today these are old school and buzz is around social media. This seminar is going to take you beyond the buzz and walk (not run) you through an open discussion on the role social media has in the travel industry and why thinking it will all go away soon is so very wrong.
SAMA/TECH
TECH
MOMENTS OF TRUTH (R)
A DECLARATION OF INDEPENDENTS: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner)
The Moments of Truth seminar will demonstrate how every “touch point” your customer has with you creates a unique moment of truth and these add up to a positive impression of your business or a negative one. Attendees will develop a personal moments of truth log to take back and evaluate their business’s customer impressions. SAMA
You like your host, your consortium, or maybe you don’t, and you want something more. This session will help you focus on the key features that are important when selecting a host agency or consortium. It will also explore the benefits and pitfalls of striking out on your own. OPER
(R) = Session is repeated
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
lots of energy and the opportunity to ask pointed and direct questions... WINNING CORPORATE CLIENTS
21ST CENTURY NICHE TRAVEL MARKETS
Small corporate accounts can increase your profit margins and diversify your business model. Learn how to capture small corporate accounts and what services these accounts will be expecting. It is not about competing with the megas, it is about personalizing a suite of corporate services that you create and effectively deliver.
21st Century Niche Travel Markets is an overview of the fastest growing specialty markets and how to tap into them. Which niche markets are sustainable and which are likely to fast track profits?
SAMA
Breakouts running from 1:30p – 2:45p
MOMENTS OF TRUTH (R) The Moments of Truth seminar will demonstrate how every “touch point” your customer has with you creates a unique moment of truth and these add up to a positive impression of your business or a negative one. Attendees will develop a personal moments of truth log to take back and evaluate their business’s customer impressions. SAMA
HOW TO MAKE $ ON YOUR WEBSITE (R) This seminar is not about creating or improving a website. It is a dialogue on ways to make money via your website. It will start with the difference between ways to make money with a website versus ways to make MORE money from the website. Want to understand the difference while learning how to monetize your website? Then join the dialogue. SAMA/TECH
SAMA
THE COMPLAINT OPPORTUNITY Customer complaints can be tough to hear, but in today’s digital world not responding can cost you a lot of business. With Facebook, Twitter, and user-review sites such as Yelp, it is easy to spread the bad news quickly and damage your reputation and business name in a hurry. Spend 75 quick minutes in the seminar and take away seven proven steps to handling complaints and keeping your customer coming back. SAMA/TECH/OPER Breakouts running from 3:00p – 3:45p
PRODUCT SESSIONS Product presentations that focus on these companies:
• • • • • • •
Sabre Travel Network Puerto Rico Tourism Company Estonian Tourist Board Recommend Magazine Norwegian Cruise Line Mexico Tourist Board and Yucutan Tourist Board Tourism Marketing Company of Saxony
NEGOTIATE LIKE A PRO (R) Negotiations in the 20th century were about win-win. The concept was for the parties to each walk away feeling like winners. For the 21st century, it is about creating value and confirming what is really on the table. In this seminar you will learn how to distinguish the value proposition in any negotiation. SAMA/OPER
THE FUTURE OF THE VACATION CRUISE EXPERIENCE Cruising has grown from less than one million passengers in 1983 to 2.3 million passengers in 1993 to 19 million passengers carried worldwide in 2011. Are you capturing your share of this growing, versatile and changing vacation industry? Come learn from cruise leaders who will share their experience and insights on where the cruise vacation is going.
1 8 S E P T – W E D N E S D AY Breakouts running from 8:45a – 10:00a
CRM FROM PULL TO PUSH (R) CRM (customer relationship management) From Pull to Push will clarify a common marketing and promotion strategy. The “push” promotional strategy aims at creating demand for a product or offer and offering the product directly to the consumer. The “pull” strategy is more of a sales strategy that draws the consumer to you. How can you make this work for you? SAMA/OPER
SAMA
(R) = Session is repeated
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
...learned a multitude of both the conceptual and directly practical CRITICAL LEGAL ISSUES FOR THE FRONTLINE TRAVEL AGENT
Breakouts running from 10:15a – 11:30a
Regardless if you are a self-employed independent agent or employed in an agency, this seminar will help you understand and manage your risk when selling travel. Listen to leading industry attorney Mark Pestronk, as he opens your eyes to critical legal issues facing sellers of travel.
CRM (customer relationship management) From Pull to Push will clarify a common marketing and promotion strategy. The “push” promotional strategy aims at creating demand for a product or offer and offering the product directly to the consumer. The “pull” strategy is more of a sales strategy that draws the consumer to you. How can you make this work for you?
SAMA/TECH
TRAVEL INSURANCE: Enhance Your Bottom Line While Protecting Your Customers and Your Business ASTA and UStiA will provide you with an overview of how to structure a travel insurance program that protects your customers and your business, and also contributes to your bottom line. This session will also provide you with an overview of the work ASTA and UStiA are doing on your behalf to implement a nationwide travel insurance licensing standard that will eventually replace a confusing, costly and outdated 50-state web of rules. Find out what this initiative means to your business and why it’s important. If you have questions about travel insurance, this is your opportunity to find answers. SAMA/OPER
SAMA/TECH
WORKING THE CLOUD A recent survey of 1000 adults found a majority thought cloud computing actually referred to a “fluffy white thing.” Evidence that many computer users do not fully understand this new, important technology. In the computer world, clouds actually refer to far-away computer systems that store data using the internet. Users can then access that data from any computer or mobile device. Come learn how you can maximize the cloud for your business.
(R) = Session is repeated
ACHIEVING BUSINESS EXCELLENCE: Benchmark Data for Travel Agency Owners and Managers One of the most consistent challenges that face travel agency owners and managers is the ability to effectively benchmark against their peers. Join ASTA’s Director of Research, Melissa Teates, as she provides you with a broad overview of ASTA’s GDS, Service Fee, Financial, and Labor and Compensation surveys that show the average ranges of financial and business performance of the travel agency industry. Her session will help you 1) assess the relative strength of your company as it exists today and 2) develop goals for taking your company to the next level. TECH/OPER
Thanks to faster connection speeds and shorter attention spans, video is becoming a necessary form for both engagement and positioning your small business. In this entertaining session Mike Marchev will cover both the rationale and mechanics of making your own YouTube video. By clearly explaining the step-by-step process along with optional considerations to enhance the professionalism of your finished video. Even if you do not have plans to produce an immediate video promotional snippet this year, this is one session you won’t want to miss.
(ASTA Premium Member-Only Session)
SAMA/OPER
(ASTA Member-Only Session)
YOU TOO CAN BE ON YOUTUBE
TECH
CRM FROM PULL TO PUSH (R)
GOVERNMENT AFFAIRS AND REGULATORY UPDATE: What You Need to Know and Do to Protect Your Business Every day in Washington, D.C. and in state capitols across the country, decisions are being made that will have an immediate and tangible impact on your bottom line and on the way you run your business. This includes the Department of Transportation (DOT) actively enforcing travel agency compliance of its rules – travel agencies of all sizes and business models, including leisure agencies, have been hit with fines ranging from $10,000 to well over $100,000. Join Eben Peck, ASTA’s VP of Government Affairs, and John Pittman, VP of Industry Affairs, to learn the ins and outs of the various policy debates that are impacting our industry and walk you through the complex maze of federal obligations that apply to travel agents today. SAMA/TECH/OPER
CRITICAL LEGAL ISSUES FOR TRAVEL AGENCY OWNERS As the owner of a travel agency, you move at the speed of sound, one issue after another. But are you missing critical legal considerations that put you and your business at risk? Join leading travel attorney Mark Pestronk, for a dynamic need to know session. OPER
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
... did my heart and soul so much good—inspiring
AGCHalfDayTours 19 SEPT - THURSDAY
ISLAND QUEEN SIGHTSEEING SHIP 2:00p–4:00p See Miami’s spectacular coastal sites on an Only 12 unforgettable fully-narrated bilingual sightseeing spots left cruise along scenic Biscayne Bay. HOP ON HOP OFF BUS TOUR – BEACH LOOP 2:00p–4:00p Enjoy the stunning views of Miami starting from Central Station, along the scenic MacArthur Causeway and around the island of Miami Beach. HOP ON HOP OFF BUS TOUR – CITY LOOP 2:00p–4:00p The City Loop departs from Central Station and takes you to see all the most alluring districts of mainland Miami including Coconut Grove, Coral Gables and much more!
AGCFullDay Tours 20 SEPT - FRIDAY
ART, CULTURE AND PAELLA IN LITTLE HAVANA 9:00a–5:00p The Greater Miami Convention & Visitors Bureau welcomes you to its Art and Culture Tour sampling of Miami’s exciting arts, culture and cuisine – all set in a tropical, cosmopolitan backdrop.
REDLAND TROPICAL TRAIL SOFT ADVENTURE 9:00a–5:00p Visit the Southernmost Winery in the United States and sail over the Everglades for an unforgettable experience in Miami.
The tours are complimentary and can be booked during registration. Spots are limited and on a first-come first-serve basis.
SHAKE-A-LEG WATER FRONT CENTER 2:00p–6:00p Spend a day on Miami’s beautiful Biscayne Bay at the Shake-A-Leg facilities. Activities include kayaks, paddle boards, sailboats and a power boat.
Conference Hotel Hyatt Regency Hotel 400 South East Second Ave Miami, FL 33131-2197 Standard Room (1 King/ 2 Double Beds): $139/night Suite: $189/night
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
Just a short note to express my thanks to you for meeting with me AGCExhibitors
The trade show is an extension of the education sessions. Meet directly with exhibitors to learn where the industry is going and who will be there to service your clients. Exhibitors as of August 12 - increasing daily
Company Booth # 1-800-Book-A-Limo 139 A2B Transfers 108 ABC Global Services 203 Alaska Visit Anchorage 118 Amawaterways 602 Amtrak 115 ATS Automation Services 129 Auto Europe LLC 143 Avanti Destinations 113 Avis Budget Group 117 Avoya Travel 404 Berkely - Professional Liability/Errors & Omissions 224 Boyd Gaming Corporation 502 C & H International 119 Celebrity Cruises 133 Citslinc Int’l, Inc. 137 Club Med USA 326 Comcast Spotlight 312 Costa Cruises 205 Cozumel Wedding Planner 102 Ensemble Travel Group 116 Estonian Tourist Board 147 Funjet Vacations 230 Gogo LLC 100 Greater Miami Convention Visitors Bureau 200 Hahn Air 125 Hickory Global Partners, LLC 232 Insure America 217 InterContinental Hotels Group 228 Irro-Reisen 604 JAX FAX Travel Marketing Magazine 157 Karavan Travel Turkey 149 Korea Tourism Organization 418 Las Vegas Convention/Visitors Authority 506
Company Booth LOWCOSTBEDS.COM 110 Nassau Paradise Island Promotion Board 112 Norwegian Cruise Line Entrance Oceania Cruises 127 Princess Cruises & Cunard Line 104 Puerto Rico Tourism Company 206 Radisson Resort Port Canaveral 223 Recommend 226 Royal Caribbean International 135 RushMyPassport.com 114 Sabre 212 Scenic Cruises 141 Shadows of Africa USA 201 Shore Excursions Group and TourSales.com 215 Silversea Cruises, Ltd. 219 SiXT rent a car LLC 120 Special Needs Group 209 The Alexandra Resort 221 The Hertz Corporation 151 The Venetian Resort 504 THOR, Inc. 123 Tourism Marketing Company of Saxony 429 travAlliancemedia 211 Travel Guard 145 Travel Planners International, Inc. 131 Travelex Insurance Services, Inc. 213 TravelSafe Insurance, a Division of Chester Perfetto Agency, Inc 106 Turkish Culture and Tourism Office 332 U.S. Dept. of State - Miami Passport Agency 225 Unique Vacations 121 Vacation Express 111 Vacation.com 600 Viking Cruises Inc. 306
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
an insightful, thought-provoking look at the future AGCPrizes
All prizes will be given away on the trade show floor. You must be present to win!
Beach Street Inn
Club Med USA Booth #326
Norwegian Cruise Line
Perched atop one of the most spectacularly scenic vantage points on the entire Santa Cruz coastline, Beach Street Inn and Suites offers guests breathtaking views of the entire Monterey Bay. Enjoy a three night stay at this beautiful property, with a retail value of $750. www.beachstreetinn.com
Visit our booth and enter to win a seven night all-inclusive vacation for two at one of eight Club Med resorts in the Bahamas, Caribbean, Florida, Mexico, or the Dominican Republic.
Visit us outside the trade show entrance and enter to win a seven night cruise aboard the newest and most innovative ship sailing from New York year-round – Norwegian Breakaway.
A2B Transfers Booth #108
Stop by the Gogo booth and “Spin to Win.” You may win a Chromebook or other great prizes.
Open a trade account at our booth for a chance to win $100.
InterContinental Hotels Group
Prize giveaway location announced onsite
Avis Budget Group Booth #117
Stop by our booth for a chance to win $100 daily in Unlimited Budget dollar rewards. (Must be enrolled in Unlimited Budget to win.)
C & H International Booth #119
Stop by our booth for a chance to win, one of five, $100 certificates toward the purchase of an airline ticket from C&H International. (Certificate has no cash value. Must
Located at the Entrance
Gogo LLC Booth #100
Booth #228
Stop by IHG’s booth for a chance to win 20,000 IHG Rewards points or free hotel stays in IHG Hotels across the country.
3LOWCOSTBEDS.COM Booth #110
LOWCOSTBEDS.COM offers 15% introductory commission on accommodations and ground transfers. Agents registering at our booth will be entered into a drawing for an iPad mini.
Viking Cruises Inc. Booth #306
Stop by Viking Cruises booth to enter to win an eight day cruise along the Danube River. Explore both sides of Hungary’s capital, traditional “Buda” and more cosmopolitan “Pest”. Experience Vienna’s imperial architecture and explore a baroque cathedral and stroll cobbled streets lines with half-timbered houses in Germany. Savor the tastes of authentic dishes and learn about local legends on this fantastic cruise.
be used by Dec 30, 2013.)
Gain in-depth and focused knowledge
to take back to your agency that can contribute to improve your business and the bottom line.
Register online and receive 10% off use discount code:
Passion
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
Special thanks to our host city
reason enough to go to the Convention Tired of Airport Security Lines? Act by August 30 to Become a Trusted Traveler at ASTA’s Global Convention! ASTA HAS ARRANGED FOR U.S. CUSTOMS AND BORDER PROTECTION (CBP) TO BE ON-SITE AT THE ASTA GLOBAL CONVENTION IN MIAMI SEPTEMBER 16-19 CONDUCTING “MOBILE ENROLLMENTS” INTO CBP’S GLOBAL ENTRY TRUSTED TRAVELER PROGRAM.
SPECIAL OFFER FOR AGCATTENDEES:
Attendees that apply for Global Entry by August 30 and receive a conditional approval from CBP are eligible to schedule their in-person Global Entry interview with a CBP officer and become enrolled in the program while at the ASTA Global Convention. This limited opportunity will save you time and money, as the normal interview process requires that you schedule an in-person interview with a CBP officer at one of a handful of interview locations that may have scarce appointment times available due to the increasing popularity of the trusted traveler programs. https://goes-app.cbp.dhs.gov/main/goes So what is a Trusted Traveler? Once approved as a Global Entry trusted traveler, enrollees can use TSA’s dedicated PreCheck lanes when traveling domestically, which means shorter lines, no taking off shoes/belt, no pulling out your “3-1-1” bag and no separate laptop bin. And when flying internationally, it means you can head straight for the Global Entry kiosk and onto baggage claim – no waiting in the customs and immigration line. So, don’t wait, as this is a first-come, first-served offer. To take advantage of this offer, read “The Fine Print” below and be the first in your agency to experience the process of becoming a Trusted Traveler so that you can assist your customers and train your colleagues.
According to Heather Dolstra of Democracy Travel in Washington, DC, who enrolled in Global Entry in Los Angeles last year, having mobile enrollments in Miami is
“reason enough to go to Convention. We did our interviews in Los Angeles…and have enjoyed Global Entry (and TSA pre-check) ever since. It was such a benefit to have a one-stop-shop at the [convention]. Thanks again, ASTA!”
THE FINE PRINT On-site Global Entry enrollment is offered exclusively and on a limited basis to ASTA Global Convention participants that have completed the following: • Applied for Global Entry through the on-line application by August 30 and paid the application fee ($100 for five years). https://goes-app.cbp.dhs.gov/ • Received a conditional approval from CBP prior to the start of the conference. • Scheduled an interview in advance of arriving in Miami, which will be conducted at the convention (when prompted during the interview scheduling process, use interview location code “ASTA Convention”). Interviews will be conducted Monday, September 16, 1-4pm; Tuesday, September 17, 10:30am-12pm and 1-4pm; and Wednesday, September 18 8-11:30am and 2-4pm. • Have a valid passport and second form of identification (i.e. driver’s license or ID card) with you to present at the time of the interview. If you are a lawful permanent resident, you must also present your permanent resident card.
If you are an ASTA member, a white paper on the PreCheck and Global Entry programs and archived video of an August 7 webinar on this topic can be found at www.ASTA.org/videos. If you are not an ASTA member, additional details can be found at globalentry.gov and tsa.gov.
www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL
NACTA 2013 Annual Convention 19 SEPT Thursday 3p
Hotel Check in
2p– 6p
Registration Welcome Cocktail Reception with Celebrity Guest Speaker & Olympic Gold Medalist Greg Louganis - enjoy an evening on the rooftop of the Westin!
6:30p–8:30p
Ann van Leeuwen, VP of NACTA, Zane Kerby, CEO of ASTA and Nicki Grossman President of the Greater Fort Lauderdale Convention & Visitors Bureau, Fort Lauderdale welcomes you! Sponsor: Greater Fort Lauderdale Convention & Visitors Bureau
8:30p
Dinner - on own
Evening free
20 SEPT Friday 7a–8:30a
Registration Desk Open General Session Opening Session Presented by Ann van Leeuwen, NACTA Vice President
8a–12noon
Celebrity Cruises Presented by Dondra Ritzenthaler, SVP of Sales for Celebrity Cruises Effective Negotiations Presented by featured speaker, Peter Kerr, President of Kerr Communications
10:00a–10:20a
Break Starwood Hotels & Resort Presented by Chris Austin, VP Global Retail Leisure & Luxury Sales of Starwood Hotels & Resorts
10:20a–11:15a
Embracing the Luxury & Global Mindset: Innovation Is the Key to Success - Today’s travel professional serves a customer seeking global experiences and aspiring to luxury. Join Chris Austin, Vice President Global, Retail, Leisure & Luxury Sales for Starwood Hotels & Resorts as he shares lessons learned from Starwood’s global expansion through innovation and a differentiated approach. Starwood, the leader in the luxury and global hospitality marketplace, is truly vested in satisfying today’s traveler demands and believes the same drive for innovation, creativity and customer satisfaction apply to all those who sell the world to their customers.
Presentation with Q&A Session with ASTA & NACTA executives Presented by Zane Kerby, ASTA CEO, Ann van Leeuwen, NACTA, VP & Nina Meyer, ASTA Chairman of the Board
Lunch with River & Small Ship Cruise Discussion Panel 11:15a–12:45p
Presented & Sponsored by AMA Waterways, A-Rosa, Avalon/Globus Family of Brands, Uniworld, Paul Gauguin Cruises, Alaskan Dream Cruises
Rotating workshops Your Website - The Power Within Presented by Adam Lapsevich, CEO of SpoonDrawer Media Group 12:45p–3:55p
How to Get Noticed in the Media Presented by Peter Kerr, President of Kerr Communications
Sane Social Media Strategies Presented by Denise Vogel, The How-To Social Media Educator 3:55p–4p
Break transition to tradeshow
NACTA 2013 Annual Convention 19-22 SEPT 2013 • MIAMI, FL
Make a Splash! 4p–5:30p
TRADESHOW
5:30p–6p
Awards & Prizes
7p–10p
Gala Dinner - Speaker/Entertainment Sponsored by: Greater Fort Lauderdale Convention & Visitors Bureau
21 SEPT Saturday Round Table Sessions 9a–11:30a
11:30a–1p
A NACTA Member favorite! Sit down with various NACTA preferred Suppliers and Host Agencies! This session provides you the chance to sit face to face with your supplier/host agency rep.
Lunch with Host Discussion Panel Sponsored & Presented by: Nexion, Oasis Agent, TPI, TravelQuest, UniGlobe, Avoya Travel
Supplier Seminars: Celebrity Cruises
1p–2p
Starwood Hotels & Resorts Visit Anchorage CVB
2p–2:15p
Break Experience Fort Lauderdale while giving back to the community! The Greater Fort Lauderdale Convention & Visitors Bureau presents a special GIVE BACK program.
2:15p–5:30p
Option 1: “Cool Dudes / Hot Chicks” program with Museum of Discovery and Science. Attendees can take sand temperature to determine gender of our endangered Sea Turtles Option 2: Planting trees with the Parks and Rec department. Attendees will help offset the carbon footprint of the convention.
5:30p 6:30p
Get ready for the NACTA’s “Life’s A Beach” Themed event!
Come in your best beach wear.
Costumes are optional but preferred. Best costumes in good taste will be awarded a great prize!
Board motor coaches for transfer to beach party. Transfers - sponsored by Westin and Sheraton Fort Lauderdale
7p–9p
Enjoy a Dinner on the Beach for a fun filled “Life’s A Beach” Party!
9p–11p
Bus rotation back to Westin Hotel
11p
Last pick up/drop off
22 SEPT Sunday Destination Certification Program including Breakfast Hawai’I Visitors Bureau Ke Kula Training Program – Limited to first 100 travel agents to register. (no guests please only travel professionals) 8a–11:30a
You know how rewarding a Hawaiian vacation can be for your clients (and for your bottom line!). Here’s an easy way to increase your sales to America’s favorite vacation destination – the Ke Kula O Hawaii (The School of Hawaii) destination specialist course. Additional FAM programs available after Convention - must register for these events seperately from the Convention. These optional FAMS are not included with your registeration. Pompano Beach FAM RCCL Seminar at Sea Club Med Sandpiper FAM
Agenda is subject to change
NACTA 2013 Annual Convention 19-22 SEPT 2013 • MIAMI, FL
PRIME SPONSOR
DIAMOND SPONSOR
PARTNER SPONSORS
GC13-098 | 8.13 | WEB
16-19 SEPT 2013 • MIAMI, FL
Register today at
www.astaglobalconvention.org