2016 AWARDS
Celebrating 1987-2017
HOUSE PROUD / 2 5 M A R C H 2 0 1 7
Happy 30 birthday House of Travel! th
1987 2017
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HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 3
Contents
Chris Paulsen - Celebrating 30 Years 06 HOT Legend Inductees 2017 08 CEO Award 08 Outstanding Achievement Award 09 HOT Consultant of the Year 10
A note from MOD… Well, that’s our 30 year awards and party behind us and what a day it was. It was a real honour to be part of this milestone and meet some of the key players from the early days of HOT. Hearing the stories of how we became the iconic Kiwi company we are today and celebrating the successes of 2016 was very special! An incredible start to the day from Stan Walker was always going to be hard to follow. His live rendition of Aotearoa was spine tingling and it was great to have Te Reo incorporated into our special celebration. The day was all about our stories and our future. Chris, Bruce and I gave you our views on what makes this company so special, how we will continue with our success and what underpins our culture. He Tangata! He Tangata! He Tangata! It is all about the people. We certainly recognised our people well during the day, thanks to the massive support of all our supplier partners. We gave away more prizes than ever to celebrate 30 years of HOT. With the support of Air New Zealand, we were able to extend to a Top 30 for the first time ever, which was an amazing surprise to spring on the day. Over the course of the day we recognised our top outlets culminating in Orbit Wellington being named Top Corporate Outlet and House of Travel Newmarket being named Top Retail Outlet. The last hurrahs were saved for Sarah Henderson and her 4 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
Orbit Consultant of the Year 11 Top Thirty 12 Outstanding Achievement Award, our Top Retail Consultant Chris Wynne-Jones from Remuera and our Top Corporate Consultant Paul Johnson from Orbit Hamilton.
Rookies of the Year 14 Customer Champions of the Year 15 HOT Timeline 18 Gold / Silver / Bronze Awards 20
Based on the early engagement on the dance floor the band was a huge hit this year, or maybe it was the Lip Sync Battle that fired everyone up? Whatever it was we certainly had a fantastic evening event to celebrate a massive milestone for HOT.
Best Performing Outlets of the Year 22
As we head into the end of the first third of the year we are trading well across all brands in the group. Many stores and divisions have reported record months in March and fantastic first quarter results, which sets us up well for 2017. I know this issue of House Proud is hitting our desks after Easter and school holidays so I hope you enjoyed an overdose of chocolate and family time and are back into it, ready for the year ahead. I will have been celebrating my 25th wedding anniversary with Nicki in Bora Bora, some concentrated time on reminding her how lucky she is to have me!
HOT Product Awards 25
Keep focusing on the ‘why’ and remember it is human insight, passion and connection that makes us who we are and brings our brand to life!
HOTTIE Awards 29
Take care, MOD
Guest Speaker - Bruce Irvine 23 Group of the Year 24 Group of the Year - Large Group & Events 24 Amadeus Partnership Award 24 Orbit Account Manager of the Year 26 Orbit World Travel Manager of the Year 26 HOT Cruise Awards 27 NZQA Level 4 Achievers 27 Personality of the Year Memorial Award 28 Local Area Marketing Award 28 Hospice Partnership Award 28 Outstanding Customer Service Award 28 Spirit of HOT Award 28 New Director at HOT Holdings 29 2016 Supplier Awards 30 Thanks to Our Sponsors 31
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 5
C H R I S PA U L S E N
C E L E B R AT I N G 3 0 Y E A R S O F H O U S E O F T R AV E L LIFE BEFORE HOUSE OF TRAVEL Chris Paulsen was not what you would call a stellar student, he managed to get School Cert – second time around – and dropped out of school at the tender age of 16. Thankfully, an old boy of the same school Chris went to was working at Air New Zealand, took a punt and hired him. Over the next 10 years Chris moved from his job as the office junior to the reservations team, ticket sales and then into general sales. By age 25 he decided it was time to take his destiny into his own hands, so he left Air New Zealand in pursuit of his own entrepreneurial dreams with Maureen and his friend, Lindsay Barron. Chris & Maureen sold their car for $1,500 and Lindsay took out a third mortgage to add another $1,500 to their kitty. With $3,000 under their belt, a wholesale travel business called Passport Holidays was born. On their very first booking, the trio miscalculated the price of the fare & quickly lost $500 of that precious nest egg. But what could have cost them their business, ended up being a fantastic launch campaign. Word quickly spread across the industry about their amazing deals, earning the new kids on the block a reputation for having the sharpest fares in town. Passport Holidays went from strength to strength for a number of years (becoming even stronger when Ann Sturgeon joined the team to give the boys a good lesson in organisation!) until sadly they were forced into selling out of the market. CHRIS TALKS HOT BEGINNINGS “Breaking into the retail travel industry in 1987 was hard. Imagine starting a new travel company now and going up against HOT, Flight Centre and Helloworld, with no marketing dollars and no brand. Well, that was exactly what we did. A group of us looked at the players in the industry and identified lots of talented people bursting with entrepreneurial spirit working in travel businesses like Dalgety Travel and Thomas Cook that didn’t give them the opportunity to use their skills. These businesses were very organised, they had the technology, marketing, finance and retail down pat, but lacked passion. Franchised businesses like United Travel had talented owner operators but lacked the support structures of the more established brands. So we decided to take the best of both businesses and create our own retail model – a partnership between highly skilled owner operators and a management team that could bring retail support, finance, marketing, technology and product to help the owner operators achieve their full potential in their local community. Our vision was to open 35 retail travel outlets within five years.” A NEW OUTLET EVERY NINE AND A HALF WEEKS From the first outlet in Timaru in January 1987, the House of Travel team opened a new outlet every 6 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
nine and a half weeks for 16 years. Being up against such big players in the industry, Chris and the team knew they had to grow fast to keep up. They needed size to negotiate volume and offer the best possible fares to their customers. So they grew, and grew. Along the way they expanded their retail support team – it was a balancing act to grow the right amount of stores and the right amount of retail support at the same time. They weren’t very organised, but they did it. Every new store opening, new breakthrough in IT, marketing or finance was another win and the team thrived on it. The passion and the energy of the owner operators and the support team kept the momentum going, and HOT came to be recognised by traditional players as the new upstarts – they were a bit rough around the edges, but a force to be reckoned with. THE SECRET TO THE HOT SUCCESS Statistically 75% of new businesses in NZ fail within their first three years. So how have 75 House of Travel outlets not only bucked this trend but flourished for up to 30 years, in a dynamic industry that has experienced huge change? Chris puts it down to the unique partnership model House of Travel is based on: experienced owner operators focused on succeeding in their local communities combined with a supportive team of specialists in Holdings. This has been the winning formula. Each HOT business has its own story to tell. From Dave in Christchurch successfully cultivating an events business to Steve in Whangarei providing specialist school group tours to Paul and Adrienne in the corporate market place, each of the outlets are based on the unique skills of the owner operator, the talent they are able to attract and the market place they operate in. No two outlet stories are the same. But, owner operators share a mutual understanding and confidence that comes from developing successful businesses. This pride forms the backbone of our strength from Invercargill to Whangarei, with each owner operator honing their skills to best suit their environment. Our success and reputation in the industry is based on our consistent strength across the country. The dedicated team of unique individuals in Holdings equip our outlets with amazing product packaged competitively for our customers, with new technology innovations, training & business leadership. As a collective group, the business structure has empowered a culture of innovators. A culture that seeks out opportunity and will hopefully continue to do so for the next 30 years.
HOUSE OF TRAVEL
30 YEAR LEGENDS ANN STURGEON JANINE BOWMAN LIZ JACKSON BETH YATES MAXINE WHITING Chris felt it was important to acknowledge these special Hotties who have been with the business since the beginning and have contributed hugely to the success of House of Travel. L to R: CP, Beth Yates, Liz Jackson, J9, Ann Sturgeon & Mark Abbot. Inset: Maxine Whiting HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 7
HOT Legend Inductees 2017 To be a Legend you need to have worked for HOT or Orbit for more than 10 years; be seen as a mentor, coach, and role model; someone who lives the values; and contributes consistently to the financial and operational success of the business they work for. The term Legend tends to speak for itself. Legends are universally respected and revered by customers, owner operators, suppliers, peers and colleagues across the organisation. Judy Harkness our inaugural HOT Legend, joined MOD as they inducted Belinda and Paul as the new HOT Legends.
BELINDA FIFIELD
HOUSE OF TRAVEL ON VICTORIA
Outstanding Achievement AWARD
PAUL JOHNSON
SARAH HENDERSON
ORBIT HAMILTON
HOUSE OF TRAVEL ON VICTORIA Q. How did it feel to win this award?
Q. How did you manage to grow your sales over 100% in a year?
A. It felt absolutely amazing and very humbling to receive this award, after a very busy and eventful year. My success was very much the product of amazing team effort and I work with some fantastic and supportive people. Since 2009 I have worked in both the Orbit and HOT systems. My figures have always been good but don’t always show up on the leader boards because our business is a combination of both groups.
A. I had a great year in 2015 and was determined to go better again in 2016. I had a target in mind of what I wanted to achieve last year, and I did everything possible to work toward that target, I transacted every piece of business I could. My client base is a mix of corporate and leisure clients requiring an especially high standard of service and I try to provide the best service in as quick a turnaround time as possible. I still also look after their domestic bookings! We had the Rio games in the office last year, and had a lot of new VIP clients through this.
David my O/O always comments that one of the secrets to my success is that I ‘try to only touch a piece of paper once’. I do start early but don’t do really long hours or weekends where possible.
Q. What would be your top tips to help other fellow Hotties achieve this kind of goal?
CEO Award
A. My top tips to help other Hotties achieve this goal – try to look at every piece of business, no matter how small, as an opportunity to impress them and exceed their expectations so that they will come back to you time and time again. Service is everything. My best longhaul clients have come from domestic/shorthaul corporates.
HOUSE OF TRAVEL TE AWAMUTU This year’s CEO Award was presented to HOT Te Awamutu. They excelled in two key areas that were a focus for the business during 2016. The first area was conversion of online enquiry and the second was the Voice of Customer programme. To measure your customer satisfaction, we use a programme called Net Promoter, also used by many companies globally, with scores ranging from -100 to +100. A Net Promoter Score of +50% is considered to be excellent, Te Awamutu had a net promoter score of 91%! They also received WOW alerts for 85% of their surveys! HOT Te Awamutu not only achieved the highest conversion rate in the group for online enquiry, but also the highest customer satisfaction metric in our Voice of Customer programme, this was an astounding result. Congratulations HOT Te Awamutu.
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HOUSE OF TRAVEL
ORBIT WORLD TRAVEL
Consultant of the Year
Consultant of the Year PAUL JOHNSON ORBIT HAMILTON
Q. What do you think has helped you achieve winning this award for four years running?
A. My work ethic and values, my exceptional customer service, my knowledge gained through 20+ years in the industry and my desire to continuously learn and develop, with the support of an amazing team and office. Q. Travel that inspires is part of the Orbit brand – how do you bring that into your day-to-day job?
A. The travel industry inspires me. Every client is equally important. I actively share my travel experiences and work as hard as I can to make every client’s journey amazing. I love travel and after over 20 years I can honestly say that I have chosen a career I am passionate about. Q. What do you think is the next big thing in corporate travel? A. I’m not sure what the next big thing in travel will be, but I do know technology, combined with our expertise and knowledge, will continue to play a critical role in our client’s travel experience.
CHRISTINE WYNNE-JONES HOUSE OF TRAVEL REMUERA Q. How did it feel to win this award? A. To be truthful, I was pretty surprised as well as overcome. It’s very hard to get number one and I didn’t really think it would ever be me. The feeling of being appreciated like this and to be acknowledged in such a way is amazing and emotional. Q. What key advice would you give to consultants aspiring to be in the top 30?
A. My advice to agents wanting to reach the top of their game is:
Q. How long have you been at HOT and what has been your most memorable moment?
A. I have been with House of Travel for 18 years. I love travelling and I think it’s impossible to pick just one time that was most memorable - there have been so many! Lucky me! How do you compare the awesome experience of visiting Machu Picchu, with Antarctica, Galapagos or the wonderful cities of Europe? There’s so much to see out there - I love it all.
• Research and understand the key destinations you sell as best you can. Go there if you can. There is nothing better than saying that you have been there and experienced the destination firsthand. The knowledge you have will help to impress clients and give you referrals. •
Get in sync with your clients. Work out what they are likely to like and what they really want from their holiday. Ask lots of questions and listen.
•
Be passionate about the destination. This helps them get excited about their upcoming holiday and makes them feel good about you too!
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Top Thirty
GRETCHEN STRID ORBIT AUCKLAND No. of years selling corporate travel:
2 0 1 6’s
15 YEARS
No. of years with Orbit:
14 YEARS
JULIET DAVIS
DISCOVER TRAVEL No. of years selling retail travel:
4 YEARS
No. of years with Discover Travel:
4 YEARS
AMBER KING
ANTONY MYERS
HOUSE OF TRAVEL NEWMARKET No. of years selling retail travel:
HOUSE OF TRAVEL NEWMARKET No. of years selling retail travel:
24 YEARS
19 YEARS
No. of years with HOT:
12 YEARS
BELINDA FIFIELD
Legend
HOUSE OF TRAVEL ON VICTORIA No. of years selling retail travel:
27 YEARS
(ON & OFF)
BILLY BALLANTINE
BRIGITTA MOORE
5 YEARS
(9 AS A RETAIL CONSULTANT)
CARO SMITH
4 YEARS
Legend
HOUSE OF TRAVEL MORRINSVILLE No. of years selling retail travel:
23 YEARS
No. of years with HOT:
CHRISTINE WYNNE-JONES
HOUSE OF TRAVEL REMUERA Top No. of years selling Consultant retail travel:
29 YEARS
No. of years with HOT:
15 YEARS
18 YEARS
DAVE LEARY
DIANNE BOYES
HOUSE OF TRAVEL HAVELOCK NORTH No. of years selling retail travel:
15 YEARS No. of years with HOT:
6 YEARS
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HOUSE OF TRAVEL MOTUEKA
No. of years selling retail travel: 15 YEARS No. of years with HOT: 9 YEARS
HOUSE OF TRAVEL NORTHLANDS No. of years selling retail travel:
28 YEARS
10 YEARS
DANIELLE STEVENS
GEOFF LESLIE
HOUSE OF TRAVEL REMUERA No. of years selling retail travel:
17 YEARS
No. of years with HOT:
7 YEARS
LORRAINE VAN VEEN
ORBIT CHRISTCHURCH No. of years selling corporate travel:
HOUSE OF TRAVEL BOTANY JUNCTION No. of years selling retail travel:
10 YEARS
21 YEARS
No. of years with Orbit:
No. of years with HOT:
10 YEARS
12 YEARS
MATT ROBERTS
MORGAN WRIGHT
ORBIT NELSON No. of years selling corporate travel:
HOUSE OF TRAVEL BOTANY JUNCTION
PAUL JOHNSON
12 YEARS
1.5 YEARS
LEESA LOFFHAGEN
28 YEARS
OLIVIA GASTON
22 YEARS
1.5 YEARS
11 YEARS
NATASHA CURRIE
No. of years with Orbit:
No. of years with Orbit:
18 YEARS
No. of years with HOT:
9 YEARS
No. of years with HOT:
ORBIT WELLINGTON No. of years selling corporate travel:
11 YEARS
No. of years with HOT:
2 YEARS
ORBIT DUNEDIN No. of years selling corporate travel:
Legend
HOUSE OF TRAVEL CALDER & LAWSON No. of years selling retail travel:
No. of years with Orbit:
No. of years with Orbit:
Legend
JUDY HARKNESS
HOUSE OF TRAVEL NORTHLANDS No. of years selling retail travel:
No. of years selling retail travel: 11 YEARS No. of years with HOT: 11 YEARS
15 YEARS
9 YEARS
No. of years with HOT:
19 YEARS
ORBIT TAURANGA No. of years selling corporate travel:
2 YEARS
No. of years with Orbit:
6 YEARS
LUCY MUNZER
ORBIT TAURANGA No. of years selling corporate travel:
No. of years with HOT:
HOUSE OF TRAVEL LAKERS INVERCARGILL No. of years selling retail travel:
No. of years with HOT:
ASHLEY BUCHANAN
JESSICA ROGERS
9 YEARS
(AND 8 IN LEISURE)
ORBIT AUCKLAND No. of years selling corporate travel:
ORBIT HAMILTON No. of years selling corporate travel:
Legend
Top Consultant
17 YEARS (21 IN TRAVEL)
27 YEARS
No. of years with Orbit:
No. of years with Orbit:
6 YEARS
12 YEARS
PIETA MACE
SARAH CROWE
SARAH HENDERSON
35 YEARS No. of years with HOT: 25 YEARS
No. of years with HOT:
HOUSE OF TRAVEL CALDER & LAWSON No. of years selling retail travel:
14 YEARS
TONY JACKSON
8 YEARS
22 YEARS
No. of years with HOT:
No. of years with HOT:
8 YEARS
HOUSE OF TRAVEL NEWMARKET No. of years selling retail travel:
8 YEARS
Outstanding Achievement
15 YEARS No. of years with HOT:
6 YEARS
TANYA BEDFORD
HOUSE OF TRAVEL MOTUEKA No. of years selling retail travel:
HOUSE OF TRAVEL ON VICTORIA No. of years selling retail travel:
HOUSE OF TRAVEL MERIVALE No. of years selling retail travel:
15 YEARS
Legend
VARNI CARSON ORBIT AUCKLAND No. of years selling corporate travel:
27 YEARS
No. of years with Orbit:
7 YEARS
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 13
Rookies of the Year “
O R B I T WO R L D T R AV E L
H O U S E O F T R AV E L
CHANTELLE CHRISTIAN
ANNA O’DELL
ORBIT WELLINGTON
HOUSE OF TRAVEL FERRYMEAD
A sales superstar that sold $3.3 million in her first 12 months. This year’s Orbit Rookie is someone with faultless attention to detail, who never lets down a customer.
This year’s HOT Rookie sold a staggering $1.2 million in her first 12 months.
I went on my first big trip overseas with my family in 2008 to the United States with the help of our travel agent Matt Roberts who now works for Orbit Nelson. I was only 12 years old at the time and was sure that I wanted to be an architect but Matt made the job look so fun and easy, so when I was told I couldn’t continue with graphics at school, I thought I would give tourism a go. I studied at Travel Careers and Training which then lead me to the Disney College Program in Orlando. When I came back to New Zealand I really wanted to work as a travel agent but was turned down multiple times due to my lack of experience in the travel industry. Finally my old campus manager Ben came to me and said that Orbit were hiring for a domestic corporate consultant. I am currently working as a domestic consultant in Wellington. I’ve built a great relationship with my clients and they never fail to challenge me with their unusual requests. It’s crazy to think that when I first started I thought I would never get the hang of it but the team here were so welcoming and supportive. I love the team that I work with and couldn’t have come this far without their help! So a big thanks to the domestic team and my awesome manager. I hope that I can continue working with Orbit and House of Travel in the future whether it is staying with corporate travel or moving onto leisure. It really is the people that make the job.
”
“
ORBIT WORLD TRAVEL
Customer Champion of the Year MARIEKE CHRISTEY ORBIT CHRISTCHURCH
Marieke specialises in thinking ahead for customers and goes out of her way to include surprise and delight elements that are not expected but greatly appreciated. Q. How did it feel to win Customer Champion of the Year? A. Incredibly humbling as I wasn’t expecting to win, I thought that it was awesome just to be nominated.
Deciding to get into travel after 10 years in accounting was one of the scariest decisions I have made but definitely one of the best as well! Having travelled extensively and continuously saving for the next trip I started thinking about getting into the industry when I was planning my OE with Beth at Merivale a number of years ago. It took me a few more years to finally take the plunge and leave my “safe” accounting career for a role with House of Travel and I have never looked back. I have loved the challenge the role possesses and work with a great team who have helped me expand my knowledge and skill base.
Q. What is your secret to keeping customers happy? A. I treat them as if it were me travelling, and try to put myself in their shoes when flights are cancelled or things don’t go to plan - if it were me stuck at an airport, it would be nice to know that someone had my back and was doing what they could to get me home. Q. Have you got a favourite customer moment you want to share?
I look forward to what each day will bring as no two days are ever the same in the life of a retail consultant. I love helping my clients create amazing holidays and lifelong memories which see them coming back to me and recommending me to their friends and family. It is so rewarding beginning to have my own loyal database of clients who trust me with some of their biggest decisions. It was an incredible feeling getting up on stage this year and makes me motivated for the future to be up there each year.
A. Not one in particular, just knowing that my clients are happy with the service that I provide is what keeps me going.
”
HOUSE OF TRAVEL
Customer Champion of the Year ANGELA GROENENDIJK HOUSE OF TRAVEL BROADWAY
Angela has been delighting her customers for over 18 years, always going the extra mile and as enthusiastic about an interisland ferry booking as she is about a complex European itinerary. Q. How did it feel to win Customer Champion of the Year? A. I was very surprised to receive the Customer Champion of the Year award. I don’t think I do anything different from any other consultant but some of the values I use are to treat everybody the way I would like to be treated myself. Q. What is your secret to keeping customers happy? A. I try to be caring, patient and have an understanding attitude no matter what my clients require. My attention to detail is appreciated and I like to be honest, especially if I have made a mistake. Q. Have you got a favourite customer moment you want to share? A. Most of my clients I have been dealing with over many years so I have a really good relationship with them. I have one elderly client who travels several times a year all over the world and often at very short notice, so it’s always a challenge to find reasonable airfares and connections but I know that my services are appreciated so I take the time to make sure I would be happy if I had to travel in her shoes. 14 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 15
16 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 17
House of Travel turns 10. 1997
One Way Otway
Purchased. 1993
First HOT Conference, Queenstown.
2002 OBE launches. First email based online booking tool for corporate travellers.
As we celebrate 30 years of travel, here’s a look back at our 1991. New Zealanders with internet access: 1133
1989
1987
1992
33 stores by 1990
How We Worked. 1988.
49
The first House of Travel outlet opens in Timaru. 27 Jan 1987
Four stage tickets issued manually. Remember the red inky fingers?
TAKAPUNA - May
ASHBURTON - Oct TIMARU - Jan
Magic Holidays Started focus on AUS. 1990.
BLENHEIM - May CHRISTCHURCH - Sep
GORE - Nov
Bringing culture to the masses since 1992.
1995
1994
TVNZ
66
CocaCola NZ
68
Mitre 10
75
Briscoes
1998
1992
Sales: $114 million Total Profit: $2.7 million
Sales: $25 million Total Profit: $469,000
Partnership begins. 2006.
2003
Sales: $400 million Total Profit: $7.8 million
2003
2004
HOT appointed first accredited Space Agents in NZ. 2006.
2006
2008 Global Financial Crisis.
Length of NZ race
Sniff launches the first e-ticket tracker to search for unused e-tickets in NZ. 2004.
Entrepreneur of the Year. 2004.
Amalgamate Magic Holidays, Travelplan & HOT Fares. 2004. 18 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
2001
Operation Chicken Shit.
SARS meant HOT came within 12 weeks of running out of cash. 2001.
1998 AA merger with HOT.
Foot & Mouth outbreak. 2001. HOT support Kristina StrodePenny to win Length of NZ race. 1992.
50% reduction in commission on Tasman airfares. 1998.
Future FIT training programme commences. 2014.
2008
2009
2010
2011 Prime Minister’s Award for Social Responsibility. 2007.
76 stores by 2007.
Launch of HOT & Orbit apps. 2014.
NZ website launched. 2007.
HOT made more in 2014 than any other retailer in NZ had ever made.
2014
Sales: $834 million Total Profit: $17.5 million
HOT celebrates 10 years of Hospice partnership. 2016.
Orbit launch London-based 24/7 service. 2016.
Local Hero Award
New brand campaign launched.
The best holidays are created together. 2016.
80 stores by 2014.
WTP Partnership commences. 2014.
2014
2016
Voice of Customer
Chris Paulsen. 2016.
Programme introduced. 2016.
2013
2015
HOT enters Australia - Purchase of Holiday Specialists and Travel Managers. 2007. First iPhone launches. 2007.
Launch of Mix & Match app. 2016.
Launch of Quick Fares & Quick Ticket. 2014.
Christchurch Earthquakes. 2010-2011.
2017
BEST TRAVEL AGENCY BRAND
BEST BRAND CORPORATE MULTI LOCATION
House of Travel 2014, 2015, 2016
BEST TRAVEL CONSULTANT, RETAIL
BEST TRAVEL RETAIL , SINGLE LOCATION
TAANZ National Travel Industry Awards. 2017.
HOT Newmarket - 2014 BEST TRAVEL AGENCY MANAGER , CORPORATE
Paul Rennie - 2014 BEST TRAVEL RETAIL , SINGLE LOCATION
2007 Back to the Future training programme.
Dolphin BMM. Roll out begins. 2011.
2013. AOG (All of Government). Tender won by Orbit.
9/11 World Trade Centre attack. 2001.
Launched. 2001.
Dolphin Dynamics launched. 1994.
HOOT Holidays. Fiji Holiday Specialists rebrand. 2014.
Travelplan renamed to HOT Product. 2009.
2007 House of Travel turns 20. 2007
First online booking. 2004.
HOT goes to 100% e-ticketing by 2008.
Bali Bombings. 2002.
2001 Miss Lucy campaign launch.
How Kiwis See the World Brand launch. 1994
Splash live. 2009.
Founded. 2008.
Sabre to Amadeus migration. 2006.
2002
1999
1998 First HOT website.
2010. House of Travel relaunches Mix & Match. 2003 Boxing Day Tsunami.
2000
Xtra launched internet for the masses. 1996.
People’s Choice Award Founded. 2003
HOT Top Town conference. 1997.
First $100 million year
1988
NZ’s Best Travel Site 2006/2007/2008/2009/2010/2011
1997
1996
House of Travel
50
Launched. 2000.
50 stores by 1994
NZ companies by total sales
Creating an itinerary
WELLINGTON - May
1993
Bigger than Coke by 1992.
Making an airline reservation Customer confuses HOT for lighting store. 1987.
Camp Adair Consultant Conference. 1993.
1991
1990
1988
First time on Fair Go. 1995
Joins the HOT group. 2015.
Orbit trials beacon technology – first in New Zealand. 2015.
House of Travel turns 30. 2017
HOT Northlands - 2015
BEST TRAVEL CONSULTANT, RETAIL
Judy Harkness - 2015 BEST TRAVEL AGENCY MANAGER , RETAIL
Clare Jackson - 2015
30th birthday
Orbit World Travel - 2016 Tony Jackson - 2016 BEST TRAVEL CONSULTANT, CORPORATE
Paul Johnson - 2016 BEST TRAVEL AGENCY MANAGER , CORPORATE
Megan Sewell -2016 LIFETIME INDUSTRY ACHIEVEMENT AWARD
Paul Rennie - 2016
LEISURE AWARDS
LEISURE AWARDS
LEISURE AWARDS
GOLD
SILVER
BRONZE
Cheryl Edwards Albany Rochelle Hannah-Evans Barrington Botany Junction Morgan Wright Lorraine Van Veen Botany Junction Angela Groenendijk Broadway Calder & Lawson Judy Harkness Pieta Mace Calder & Lawson Calder & Lawson Crystal Hilton Maria McCann Devonport Juliet Davis Discover Travel Havelock North Dave Leary Billy Ballantine Lakers Invercargill Alana Aldridge Merivale Sandy Connolly Merivale Janine McKay Merivale Sarah Crowe Merivale Caro Smith Morrinsville Kirsty McCartney Morrinsville Dianne Boyes Motueka Tanya Bedford Motueka Shelley Rich Mt Maunganui Brendon Maguire Nelson Tony Jackson Newmarket Antony Myers Newmarket Amber King Newmarket Brigitta Moore Northlands Brigid Murphy Northlands Jessica Rogers Northlands Belinda Fifield On Victoria Sarah Henderson On Victoria Lee Broadbelt Orewa Patrick Bonar Orewa Jan Crooks Parnell Christine Wynne-Jones Remuera Geoff Leslie Remuera Brent Haines Stephen Parsons Kim Ormsby Takanini Crystal Steele Takapuna Susie Brebner Tauranga Jan Crisp Whangarei
Kathy Twydle Adventure Wellington Yvette Park Adventure Wellington Mike Thomson Albany Aaron Dyson Alexandra Anna Schmack Ashburton Nathan Bartlett Ashburton Amanda Ellis Barrington Nicky Denvir Botany Junction Karen Ngata Broadway Loris Sowman Calder & Lawson Gary Harley Dunedin Paul Reid Dunedin Ferrymead Nicky de Clifford Jacqui Donoghue Havelock North Kirsty Stewart Hornby Donna Harrison Jenny Nilsson Zoe Seaward Johnsonville Lakers Invercargill Jenny Gauthier Lower Hutt Louise Reedy Jess Carman Masterton Kelly Gainsford Merivale Janice Posa Milford Trudi Vowles Morrinsville Mt Maunganui Esther Ru Bay Danielle Hennessy Nelson Talita Toomata New Lynn Erica Banks Newmarket Paul Herbert Newmarket Sarah Gaffney Newmarket Northlands Sarah Bright Sharon Hall On Victoria Gavin Rasikaran Parnell Ponsonby Gaynor Bennett Neroli Sail Rangiora Beckie Marshall Richmond Richmond Kylie Pauling Leonie Paul Rotorua Claire Harre Shirley Lisa Ayres Takapuna Maree Watson Tauranga Debra Lamartinie Tauranga Wayne Millar Tauranga Te Awamutu Maralyn Ward Rebecca Keegan Wellington Lisa Dorreen Whangamata Anne Millard Whangarei Jan Cook Whangarei
Jessica Garden Alexandra Charlotte Webb Browns Bay Browns Bay Christine Ross Anna O’Dell Ferrymead Amy Sinnema Masterton New Lynn Vanessa Noronha Kyla Strahl On Victoria St Heliers Amanda McAllister Joanna Dargie Stephen Parsons Robyn McLeod Tauranga Wanaka Janette Bagley
20 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
Maxine Agnew Balclutha Blenheim Kerry Kearns Jan Willing Botany Junction Broadway Andrea Matheou Broadway Dermot Ryan Kelda Cawood Browns Bay Discover Travel Janine Hay Discover Travel Keryn Beveridge Discover Travel Linda Weiss Dunedin Rachel Carr Andrew Laing Howick Howick Carol March Jenny Nilsson Debby McRobbie Jenny Nilsson Steve Lawson Kapiti Coast Nicola Voullaire Nicola Milne Lakers Invercargill Hayley Cochrane Lower Hutt Kirstin Curling Milford Tessa Dakers Milford Helen Terry Mt Maunganui Happy Aquarium Nelson Joanna Raven New Lynn Bianca Ratima Ponsonby Kellie Worters Upper Riccarton Helen Moffitt Remuera Sally Mallory Richmond Nicola Deane Richmond Toni Rendell Rotorua Amy Nicholls Shirley Leanne Newton Shirley Glen McCulloch Tauranga Jay Crennell-Brown Tauranga Darryl Turton Te Awamutu Andrew Kemp Timaru Jayne Johnston Timaru Upper Riccarton Ron Montgomery Carla McKinnon Wanganui Wellington Kerry Falloon Sharon Waipouri Whangarei Melanie Schonewille Whangarei
ORBIT AWARDS
ORBIT AWARDS
ORBIT AWARDS
Sarah Browne Auckland David Sinclair Auckland Ellen Tai Auckland Glen Trueman Auckland Gretchen Strid Auckland Melinda Smith Auckland Olivia Gaston Auckland Patricia Afioga Auckland Ryan Manson Auckland Sarah Olsen Auckland Talia Brady Auckland Varni Carson Auckland Anne-Marie Le Lievre Christchurch Howie Yee Christchurch Jacasta Brown Christchurch Jodie McKinnel Christchurch Leesa Loffhagen Christchurch Libby Jarvis Christchurch Marieke Christey Christchurch Megan Caughey Dunedin Natasha Currie Dunedin Georgia Harrison Hamilton Paul Johnson Hamilton Hamilton Rachel Lobb Jim Mallory Nelson Karin Taliau Nelson Matt Roberts Nelson Ashley Buchanan Tauranga Lucy Munzer Tauranga Chantelle Christian Wellington Crezaan Scobie Wellington Chris Peacock Wellington Danielle Stevens Wellington Kayla Davis Wellington Kerry Walters Wellington Lauren Rasmussen Wellington Wellington Maltee Chhima
Carlene Weatherup Auckland Amanda Panther Christchurch Carmen O’Brien Christchurch Casey Hodgkinson Christchurch Helen Cowie & Nikki Bligh Christchurch Makayla Hurrell Christchurch Christchurch Rhonda Bignell Roxy Burney Christchurch Vicki Dixon Christchurch Dunedin Kylie Sutherland Sarah Crum Dunedin Shannon Adams Hamilton Trish Kelly Massey Cindy Verry Nelson Patrick Boyle Nelson (Lakers JV) Sammy Roberts Tauranga Wellington Charlotte Lealuga Wellington Claire Spierling Hannah Swanson Wellington Jasmine Upton Wellington Jess Calder Wellington Julia Schmitz Wellington Wellington Kelly White Morwenna Williams Wellington Rosalee Temu Wellington Sifaga Ausage Wellington
Steven Krzanich Auckland Holly Graham Christchurch Michelle Mason Christchurch Jacinda Osman Massey Tori Davies Tauranga Tracey Roberts Wellington
GOLD
SILVER
BRONZE
Christina Tuala-Vaaga Auckland Roger Dunn Dunedin Alison Jones Wellington Clare Gilbertson Wellington Jess Hancox Wellington Kayden Newell Wellington Maxine Craanen-Roesink Wellington
- First Time Winners HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 21
BEST PERFORMING SMALL
Outlet of the Year
Best Performing Outlets 2016
HOUSE OF TRAVEL HORNBY
HOT Cambridge
OVERALL BEST PERFORMING R E TA I L O U T L E T
OVERALL BEST PERFORMING C O R P O R AT E O U T L E T
HOT Hornby
House of Travel Newmarket
Orbit Wellington
Congratulations to HOT Newmarket who won the Top Large Outlet 2016 along with the Top Overall Outlet 2016 for the second consecutive year. The team had lots to celebrate in 2016 with also being recognised as the top Air New Zealand North Island outlet, top overall leisure outlet for Singapore Airlines, Emirates and Seabourn.
The Orbit Wellington team led by Paul and Adrienne Rennie had a fantastic year in 2016 and are deserving winners of the Orbit Outlet of the Year. This award is not only based on sales growth but also on six other criteria including profitability, investment in staff, and contribution to the wider group.
FINALISTS:
HOT Wanganui
BEST PERFORMING MEDIUM
Outlet of the Year
HOUSE OF TRAVEL MT MAUNGANUI FINALISTS:
HOT Blenheim HOT Mt Maunganui HOT Rangiora
Tony Jackson was acknowledged for his achievement of winning the top Retail Consultant of the Year Award at the National Travel Industry Awards. This hugely successful year for HOT Newmarket was rounded off with one bronze consultant, two silver, and Tony Jackson, Amber King and Antony Myers all being gold consultants and being recognised in the Top 30 consultants for HOT.
BEST PERFORMING LARGE
Outlet of the Year
When asked about the recognition of the business and the team Clare Jackson said, “After 30 years in the industry our passion is as strong as ever. The team’s growth and success is vital to us and we’re so proud of what we have achieved as a group over the years. Everyone in the team is an integral part of our success.”
HOUSE OF TRAVEL NEWMARKET
The team also won 8 gold, 11 silver and 7 bronze awards and Danielle Stevens made it into the Top 30. They received awards for the Orbit Account Manager of the Year (Lindy Purdy) and the Orbit Rookie of the Year (Chantelle Christian). Karl Woolcott, Ride Holidays (in partnership with Orbit Wellington) walked away with the Group of the Year Award for his Tour de France group, and the Amadeus Partnership/Collaboration Award went to Orbit Wellington for their commitment and drive to launching Orbit London. Orbit London has been a great success and is a real point of difference to the wider Orbit offering, and to the TMC market in NZ. Orbit Wellington contribute greatly to the wider Orbit group, particularly in expanding both our technology and reporting capabilities. Congratulations and well done on winning this award for the fourth year.
FINALISTS:
HOT Botany Junction HOT Motueka HOT Newmarket
Guest Speaker BRUCE IRVINE As a Director of eight companies including House of Travel for the past 18 years, Bruce managed to give us a little perspective on House of Travel as a business, and why we stand out from the rest. He also challenged us to focus on developing and communicating our “why”. We appreciated hearing his insights while adding a touch of humour. We now know bananas may become a little more expensive!
22 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 23
GROUP OF THE YEAR
BEST PERFORMING OUTLET HOT PRODUCT LAND AWARD
LO N G H A U L C O N S U LTA N T OF THE YEAR AWARD
House of Travel Northlands
Fernando de Rito
GROUP OF THE YEAR
House of Travel Lakers Invercargill FA R M E RS & F O OT Y TO U R
GROUP OF THE YEAR
Orbit Wellington TO U R D E F R A N C E 20 1 6: K A R L W O O LC O T T & R I D E H O L I D AY S
GROUP OF THE YEAR LARGE GROUP & EVENTS
S H O RT H A U L C O N S U LTA N T OF THE YEAR AWARD
HOT PRODUCT AWARDS
Janine Keys
L A N D D E ST I N AT I O N OF THE YEAR AWARD
HOT PRODUCT AIR AWARD
USA & Canada
Tim Allen
House of Travel On Victoria R I O 2 0 1 6 O LY M P I C S
Partnership Award Orbit Wellington 24 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 25
2016
Cruise Awards Cruise Consultant of the Year ORBIT ACCOUNT MANAGER OF THE YEAR
LORRAINE VAN VEEN HOUSE OF TRAVEL BOTANY JUNCTION
Lindy Purdy ORBIT WELLINGTON
“
The winner of this award is extremely well organised, a great communicator and extremely well driven to be the best.
L to R: Niall White, Liz Jackson accepting on behalf of Lindy Purdy & MOD. Inset: Lindy Purdy.
Cruise Outlet of the Year & Cruise Wholesale Outlet of the Year HOUSE OF TRAVEL MOTUEKA
”
ORBIT WORLD TRAVEL MANAGER OF THE YEAR
Melanie Veal ORBIT CHRISTCHURCH
“
The criteria for this award includes growth in industry knowledge, significant achievements, living the Orbit Brand Values and overall contribution to business success, all achieved by Melanie.
26 HOUSE OF TRAVEL AWARDS 30 BIRTHDAY 2017 TH
”
NZQA LEVEL 4 ACHIEVERS 10 of our consultants have worked incredibly hard over the past year attending sales, product and business acumen courses, and completing assessments to gain their National Certificate in Travel Level 4 via our HOT Induction and Training programme. Please join the Learning and Development Team in congratulating them for their results.
L to R: Niall White, Melanie Veal & MOD.
Joanna Dargie HOT Stephen Parsons Christine Gibb HOT Lakers Invercargill Patrick Boyle HOT Lakers Invercargill Alicia Sutton HOT Matamata
Emily Johnson HOT Whangarei Anna O’Dell HOT Ferrymead Emma Tait HOT Motueka Hannah Little HOT Timaru
Alisha Russell HOT Ferrymead Harriet Babe HOT Ferrymead
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 27
Hottie Awards
OU TSTA N D I N G C O N T R I B U T I O N
to Customer Service Award DESIREE DICK
HOT PRODUCT AUCKLAND
“
Those unsuspecting moments when your words or actions fail you.
#1 HOTTIE AWARD
#2 HOTTIE AWARD
Dave Fordyce
Emily Johnson
‘Never try to scratch your back with a marker’
‘Will, I need a sex change?’
The winner of the award this year has exceptional product knowledge and passion for her area of expertise. Her attention to detail is very much appreciated by consultants, and proven by the volume of positive feedback she receives on a daily basis.
”
#5 GOLDEN HOTTIE AWARD
HOSPICE
PERSONALITY OF THE YEAR
PAULA WATSON • SHONA BRAY • SARAH HANNAH
PAUL MURRAY
Memorial Award
#3 HOTTIE AWARD
HOT ONLINE
“
NO
‘
Jayne Thornley
HOT PRODUCT AUCKLAND
#4 HOTTIE AWARD Wendy Harrison
Y’
Partnership Award
MOD
ID
I OT
Someone who not only lightens the mood while he is at work, but also keeps us entertained with his antics outside of work.
BUT I WI L L
D TO
A
”
S P I R I T OF
LO CA L A R E A
Hot Award
Marketing Award
TIM ALLEN
BAY OF PLENTY TRAVEL EXPO
HOT PRODUCT AUCKLAND
“ 28 HOUSE OF TRAVEL AWARDS 30 BIRTHDAY 2017 TH
‘Turning up to your store opening day & forgetting the keys’
HOUSE OF TRAVEL PAPAMOA • HOUSE OF TRAVEL TAURANGA • HOUSE OF TRAVEL MT MAUNGANUI
“ Exceptionally customer focused, collaborative, straight-talking and even under pressure always maintains a great sense of humour.
”
The activity for this award resulted in huge engagement, with record numbers of both attendees and customers paying deposits on the day.
”
HOT ANNOUNCEMENT: New Director at HOT Holdings With all the excitement around awards, we didn’t want to miss the opportunity to announce on the 4th of April, Carlee Paterson was appointed a Director of House of Travel Holdings. Carlee is a current Director of Paulsen Holdings, the major shareholder in House of Travel. As a Chartered Accountant, Carlee brings a wealth of experience having previously worked for PWC, Deloitte, and APN News & Media in NZ, and for Dresdner Bank & Granada Television in the UK. Prior to having her two young children, Carlee was the Commercial Manager of HOT Product based in Auckland. HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 29
2016
Supplier Awards P R I N C I P L E SPONSOR Air New Zealand WINNERS: Top Outlet North Island - House of Travel Newmarket Top Outlet South Island House of Travel Lakers Invercargill Top Corporate Outlet - Orbit Auckland
P L A T I N U M SPONSORS Qantas WINNERS: Top Retail Outlet - House of Travel Botany Junction Top Corporate Outlet - Orbit Christchurch
Royal Caribbean WINNERS: Top Retail Outlet - House of Travel Orewa Top Sales Consultant 2016 - Rachel Rhind House of Travel Johnsonville
G O L D SPONSORS Singapore Airlines WINNERS: Top Retail Outlet - House of Travel Newmarket Top Corporate Outlet - Orbit Hamilton
Emirates WINNERS: Top Retail Outlet - House of Travel Newmarket Top Corporate Outlet - Orbit Wellington
P&O / Princess Cruises WINNER: Top Sales Outlet 2016-2017 - House of Travel Orewa
Globus / Cosmos / Avalon
A HUGE THANKS TO
Our Sponsors P R I N C I P L E SPONSOR
WINNER: Top Touring Shop - House of Travel Lakers Invercargill Top Avalon Waterways Shop House of Travel Ferrymead
The Travel Corporation WINNERS: Top Travel Corporation Award for Outstanding Support - House of Travel Lakers Invercargill Contiki Holidays Award for Outstanding Support House of Travel Stephen Parsons
P R E M I U M SPONSOR
GTA WINNERS: Best Performing Agency North Island House of Travel Johnsonville Best Performing Agency South Island House of Travel Northlands
P L A T I N U M SPONSORS
S I L V E R SPONSORS Francis Travel Marketing WINNER: Top Sales Outlet 2016 - House of Travel Whangarei
Allianz WINNERS: Top Sales Small Outlet - House of Travel Te Awamutu Top Sales Medium Outlet - House of Travel Shirley Top Sales Large Outlet - House of Travel Whangarei
G O L D SPONSORS
Topdeck WINNERS: Top Topdeck Sales - House of Travel Shirley Most Improved Topdeck Sales - House of Travel Milford
a f a m i ly o f br a n d s
ttc.com
Expedia Affiliate Network WINNERS: Top Selling Store - House of Travel Merivale Top Selling Consultant - Belinda Fifield, On Victoria
30 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
S I L V E R SPONSORS
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 31
LIP SYNC BATTLE Winners
D R E S S E D t o im p r e s s !
32 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 33
s d r a w A
night
34 HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017
HOUSE OF TRAVEL AWARDS 30 TH BIRTHDAY 2017 35
Legacy.
30yrs