Travel Agent Professional Jan 2015

Travel AgentProfessional

January 2015Issue 32

DNA For Success —WOW. They Know Me!By Cindy Bertram

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64 Looking For a Great Hotel In LA?By Sue Shapiro CTC, MCC

Shapiro Travel Resources

66 DNA For Success —WOW. They Knoe Me!By Cindy Bertram

Cindy's Inside Cruise & Travel Track, LLC

10 Be Creative & Earn Extra BucksBy Paull Tickner

ShowcaseEnterprise Rent-A-Car ...........................................12

TRAVELSAVERS .............................................14, 16

January

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January 2015Issue 32

DNA For Success —WOW. They Know Me!��

Amadeus .......................................15

Auto Europe .................................IFC

Avoya Travel/American Express.......9

Britain Greatdays.............................3

HostTravelAgency.com ...................5

TRAVELSAVERS.............................13

Travel Experts ................................17

Royal Caribbean Line ....................BC

Cover art by Best Western Beverly Sunset Plaza

January 2015 Issue 32

Travel Agent Professional has its roots in Home Based Trade, the firstmagazine of its kind, started by Joel Abels in 2004. Joel and Lenore Abelsran Travel Trade for nearly half a century – it was started by her grandfa-ther, John S. Lewis, and her father, Sidney Lewis, in 1929, and they tookthe publication over after her grandfather’s passing.

Under Joel’s direction, the company grew to be one of the travel agentindustry’s leading publications, reaching more than 45,000 agentsthroughout North America. It spawned a famous series of trade showsand three monthly magazines – Cruise Trade, Tour Trade and HomeBased Trade.

The Abels also garnered enormous respect – Joel received the NealAward, called “the Pulitzer Prize of the business press,” for his hard-hit-ting editorials.

On a personal note, after working with Joel for over a decade and stay-ing 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 hisword and believed in his work. There will never be another.

While nobody can replace this industry legend, we’re hoping thatthis new publication, which reunites the original Home Based Tradeeditorial board, will be able to carry on his passion for travel andthose who sell it.

Ann M. Hoek

Travel Agent ProfessionalP.O. Box 120198

Staten Island, NY 10312E-mail:

[email protected]:

718.360.3153

Ann M. HoekPublisher/Creative Design

[email protected]

Bonnie WallingEditor

[email protected]

Alan CohenVice President Marketing

[email protected]

Meet Our Editorial Board

Paull Tickner,Creator of Special Interest Britain

[email protected]

Cindy Bertram,Cindy’s Inside Cruise & Travel Track, LLC

[email protected]

Rusty Pickett, ECCShellback Cruises

www.shellbackcruises.com

Les-Lee RolandOwner of The Package Deal

Sherry Laskin, ACCTravel Writer/NACTA Webinar Moderator

www.cruisemaven.com

Sue Sh apiro, PresidentShapiro Travel [email protected]

www.shapirotravelresources.com

Joel M. Abels Legend In the Travel Industry

April 1927 to January 2007

January 2015

The opinions expressed in these columns are solely those of the authors and donot necessarily reflect the views of Travel Agent Professional.

This online magazine is dedicated tothe memory of Joel Abels, Travel

Trade's editor and publisher. Joel andhis life's work may be gone, but with

your help it can live on.

Travel AgentProfessional

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Travel Agent Professional

4

Looking For a Great Hotel In LA?

You couldn’t do better than the Best Western BeverlySunset Plaza on a quiet section of the Sunset Strip. Greatlocation, reasonable prices, delightful staff, clean, comfor t-able attractive rooms, delicious breakfast, free Wi-fi ,onsite parking (with electric charging stations), guest laun-dry, free gym. If that’s not enough, their pool is a beautifuloasis with plenty of chaise lounges and chairs. Can’t waitto stay there again on my next trip to LA.

By Sue Shapiro CTC, MCCPresidentShapiro Travel Resourceswww.shapirotravelresources.com

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January 2015

Travel ProfessionalC O M M U N I T Y

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January 2015

People like to feel special. Whether it’s a personalized acknowledgement,

knowing something that person cares about, or

hitting the right “hot button”? Today that’s really

what building a successful, ongoing relationship is

about. What are the best ways to do that, and

create the right “DNA” to achieve that?

By Cindy Bertram

Cindy's Inside Cruise & Travel Track, LLC

Don’t Treat Me Like a Number — Treat Me Like a PersonUnfortunately, getting treated like you’re “just a number” is more and more prevalent in businesses today. And Ijust experienced that. I had a problem with my new Smart phone that’s not even 7 months old. A few businesscolleagues mentioned that sometimes my voice sounded muffled. I called company’s call care center, and theyweren’t much help. Then I had to practically fight to get an appointment lined up at one of their retail locations.I got to the retail location for my 12 noon appointment, and had to wait 30 minutes before one of their associ-ates came by to discuss my Smart phone problem.

I could tell this associate was “on the clock” and he promptly told me that he was multi-tasking. While reviewingmy phone problem he would also have to take care of others in between working with me. And it came downto more of a “we don’t replace speakers or internal problems on our smart phones, but because you have theextended warranty and your phone isn’t even a year old? We’ll replace your smart phone with a new one. “ Iwas also told it would take about 10 minutes. I was there for over an hour (while he was “multi-tasking”) and Ireally felt like I was treated like a “number.” When he was finished with me, I left the store without getting anyhelp to also get my Bluetooth synced with my new smart phone.

Will I go back to that store location again? I’m not sure. But the problem is larger than that. The way I was treat-ed (being herded in like cattle and herded out) happens at this company’s stores across the country. I’m stuck,but believe me, if I could find another option? I would.

What bothered me the most? I was treated like a number, and it really destroyed any respect I have for this par-ticular phone company. (And they’re a big one.)

DNA For Success —WOW.

They Know Me!

7


Understand my preferencesThe age of couponing is here but in new ways. Forget the days of clipping coupons from a newspaper. Whenyou go to certain stores, they automatically print out extra coupons after you’ve made your purchases. Butinstead of providing those instant print coupons for a repurchase of that same product? One store I’ll occasion-ally frequent will instead provide me with coupons for a competitor’s product, trying to entice me to “switchover.” What happens? Those coupons get immediately discarded in the garbage cans outside that store.

Getting over the frustrations of “they don’t know me”When I’m treated like “a number” or when businesses don’t understand my buying preferences, it getsdown to the “they don’t know me.” Those are the companies that don’t build long term customer relation-ships and long term clients. Instead, I run from that mindset, and focus instead on my high level professional-ism, understand and use successful DNA, and also make sure I care about my clients and the people I dealwith day to day.

Steve Gorga, Exclusive Group Travel— Building Successful RelationshipsNo stranger to the travel industry, Steve Gorga, CEO ofTourism Holdings (they just launched Exclusive Group Travelearlier this year) has been at the helm of several other success-ful travel companies including rebuilding one. Steve Gorga wasbrought in as CEO by American Express to reorganize TravelImpressions in 2001, the year the travel industry took majorhits. Using the down time to rebuild the business and start on adifferent, fresh route for growth, Steve Gorga focused on cus-tomer service, a cornerstone of the company. The result?Under Gorga’s leadership, Travel Impressions hit new recordgrowth in 2011 and 2012. When Travel Impressions was pur-chased by the Apple Leisure Group in June 2013, Gorga wasasked to stay on, but decided to leave. While doing consulting,he received some offers, and decided to take one — CEO ofTourism Holdings.

DNA For Success —WOW.

They Know Me!

(continued on page 6)

Steve Gorga, CEO of Tourism Holdings

Trust and LikeWhile speaking at different conferences, Steveprovides terrific insights for travel professionalswhen i t comes to bu i ld ing re la t ionsh ips .Speaking recently at a travel conference this fall,Steve mentioned, “ Relationships start based ona mutual basis of ‘trust” and ‘like.’ There is asaying that I have heard that people like towork with people they trust, but love to workwith people they like. I think those two attribut-es are the basis of any good relationship.”

The Sale is Never DeadYes , we tend to get a “no” when we hadexpected to get a “yes” from a potential clientabout booking something, but Gorga sharesmore ideas on that. He further explains, “I trulybelieve that timing is everything. If someone isnot interested in working with you now, theymay be in the future. Never get discouraged.Be a great listener and agree when it is mostappropriate to follow up. If you are told to getback in a year. Get back in a year. And, don’tforget to get back in a year. If in a year they askyou to get back in another year, get back inanother year.”

Make “truly caring” part of your DNA!Building that incredible service does play directlyinto building ongoing genuine relationships withthe clients that we, as travel professionals dealwith. And Steve Gorga says it best. He notes,“Service is all about caring. To truly show thatyou care, you have to ‘truly care.’ You have tocare enough about your customer to want tomake them look good at all times and get gratifi-cation out of helping them be successful. If thisis not a part of your DNA, it cannot be faked!”

8We’re

NotMachines

While flying Southwest Air l inesrecent ly, and read ing the i ronboard publication, I ran acrosssomething that really brought thistogether. Southwest Airlines men-tioned that when they star ted in1971, they wanted to do things abit differently. They realized peo-ple are not just a number in a seat— they have names. They focuson mak ing people fee l spec ia lwhen they fly, regardless of theseat , and that people are their“most powerful fuel.”

And the end of the day, if a per-son, or business has a hear t, thenthey’re not just a “machine.” In ourcase, not being “a machine” is par tof our DNA.

January 2015

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January 2015

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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 [email protected]

10

Generating extra commission from cruise sales is a top priority and offering customised land pro-grammes is a very good way of doing it.

For many making a transatlantic crossing or flying to the UK to pick up a Southampton, Dover orHarwich sailing, London will have considerable pulling power especially among first, second and thirdtime visitors. However, quite a few of your clients may well want to visit privately owned castles,stately homes and gardens, take private tours of great cathedrals followed by Choral Evensong, enjoyEnglish Afternoon Tea in different locations and chat to the locals while sinking the odd pint or twoof Speckled Hen, Cotleigh Barn Owl, Woodfordes Wherry or Old Dairy Blue Top.

Take a look at some of these ideas which all work well in both directions - from the port to Londonand vice versa:

Be Creative & Earn Extra Bucks

Ah! The CotswoldsFor clients who’ve been to the UK on a number ofoccasions, offer them the chance to discover one ofthe loveliest corners of England. With a pause inOxford, it’s easy to get to and from LHR and thejourney to Southampton includes the new attractionat Stonehenge and Salisbury Cathedral.

Oxford’s Literary LandscapesAlice in Wonderland, Harry Potter and InspectorMorse in Oxford jo in forces wi th S i r WinstonChurchill at Blenheim Palace where they’re celebrat-ing a number of important anniversaries in 2015. JaneAusten’s home at Chawton and her burial place inWinchester Cathedral join with the treasure filledWaddesdon Manor to add something very special tothis programme.

Winners RowThe HHA Garden of the Year Award is sponsored byChristie’s the international auction house and hasbeen won by some of Britain’s most beautiful gar-dens . Hea le House , Exbury , Abbotsbury ,Athelhampton and Forde Abbey are all within easystriking distance of Southampton. They work well as apre or post cruise extension but can also be adaptedto appeal to garden clubs looking for somethingthey’ve not been offered before.

Castles and Gardens in KentBecause of the mad dash to get from London toDover or vice versa, your clients totally miss thewonderful castles, gardens, cathedrals, stately homes,ancient coaching inns and cosy tea rooms that lie hid-den either side of the motorway. Do them a favourby turning the transfer into a customised 2-3 nighttour and make some valuable extra commission inthe process.

An Essentially EnglishExperienceA cathedral, an Artists Village, at least 2 classic pubs,a traditional English Afternoon Tea, a privately ownedstately home and one of Britain’s finest gardens allcome together to be delivered at a gentle pace froma base in the city of Guildford on London Heathrow’sdoorstep.

Highways and Byways of OldEnglandIf you want a genuine living history encounter withOld England and you’re cruising in and out of the eastcoast port of Harwich this 4 nighter will tick all theboxes. It includes leisurely paced visits to statelyhomes, stunning gardens, 2 cathedrals, pubs, tea-rooms, American connections and some of the pretti-est villages in England. This close encounter with ourshared heritage ticks all the boxes.

The Flagship of MaritimeEnglandThe great waterfront city of Portsmouth is thebase for this 4 night tour which peers through themists of history with a series of interesting visits toHMS Victory in the Historic Dockyard, the remainsof the small village of Bosham and the great castleat Arundel. It also turns the pages of English litera-ture with close looks at the life and times of JaneAusten, Char les Dickens and Sir Arthur ConanDoyle.

The clever bit is putting together the jigsaw puzzlewhich fits your client’s time frame, interest and bud-get which is where I come in.

Free your imagination and earn more commission.

Contact me at [email protected]


11

Enterprise Rent-A-Car Heads Into BalticsWith Appointment of Bioline

Enterprise Rent-A-Car has appointed Bioline as its fran-chise partner in the Baltic states of Estonia, Latvia andLithuania. This takes the company another step closer toachieving its goal of being available to renters right acrossEurope.

Over the past eighteen months, Enterprise’s strategy hasbeen to build a global network that delivers value, choiceand outstanding customer service to business and leisuretravel lers . The company’s car hire network a lreadyextends across a l l parts of Western, Northern andSouthern Europe with more than 1,000 branches. Theappointment of Bioline to serve the Baltic states providesa vital service to the many businesses developing links tothese fast-growing economies.

Bioline is led by a management team with extensive expe-rience in the Baltic car rental market. The company hasbranches at the major airports for Tal l inn, Riga andVilnius, which provide outstanding access to the main cen-tres of business. Bioline plans to develop its networkacross the three countries.

Estonia, Latvia and Lithuania have recorded steadygrowth since joining the European Union in 2004 andhave some o f t he f a s t e s t g row ing e conom ie s i nEurope.

Following on from this agreement, a phased roll-out willsee the familiar Enterprise Rent-A-Car brand appear atBaltic locations, alongside an integration programmedesigned to bring the businesses closer together both cul-turally and operationally.

Vice-president of global franchising at Enterprise Rent-A-Car, Peter Smith, said: “Customer service is Enterprise’score business value. Throughout our expansion pro-gramme, we’ve focused on partnering with the best com-pany in each country, and with organisations that shareour dedication to customer care.

“Bioline has locations in the major airports within theBaltics and an excellent reputation for service and value.It’s clear that Bioline employees are committed to thebusiness and are excited about the opportunities that thispartnership will bring. This is the beginning of what wehope will be a long-term relationship to serve customersin these important countries.”

Bioline, Chief Operating Officer, Michael Kiselov, said:“Enterprise has an international reputation for providingthe best service, as well as outstanding value for bothbusiness and leisure travellers looking to rent a vehicle.We are thrilled to have been selected as its newest part-ner and look forward to welcoming customers as the newEnterprise locations in the Baltic.

“The Baltic states have enjoyed very fast growth in recentyears and this has been matched by more demand for carhire across the region. Our transition to becoming part ofthe Enterprise brand could not be better timed.”

The Enterpr i se brand i s current l y ava i l ab le in 29European countries with more to become operational inthe coming months. This is in addition to the companyngextensive network in North America and operations inChina.

Showcase

January 2015

Over 40 years of travel industry success Full staff of personal business consultants Unique protected territory system Excellent preferred supplier relationships Award-winning suite of marketing programs Social media tools Powerful technology solutions Proprietary cruise booking engine Website and mobile solutions Meeting and incentive resources Hotel program with rich amenities A full suite of corporate travel solutions Over 19 travel brands servicing you daily

We invite you to learn more about why our

The TRAVELSAVERS Difference.


Michele Keally Joins TRAVELSAVERS

As Business AnalystTRAVELSAVERS announces the appointment ofMichele Keally as Business Analyst. Effective imme-diately, Keally will serve as a dedicated personalbusiness consultant to TRAVELSAVERS’ travel profes-sionals in the Southeast United States, assisting withsales and marketing plans and providing one-on-one,day-to-day support.

“It is a pleasure to welcome Michele to our team,”says Kathryn Mazza-Burney, Executive Vice Presidentof Sales and Service. “Michele’s strong understandingof the travel agent distribution channel coupled withher experience on the supplier side of the businesswill make her an invaluable resource to our travelprofessionals.”

Prior to joining TRAVELSAVERS, Michele served asSenior Director of Key and National Accounts forRegent Seven Seas Cruises, where she worked close-ly with dozens of agencies, successfully driving salesand developing and executing marketing plans.Previously, she served as National Account andIncentive Coordinator for Silversea Cruises and wasresponsible for executing marketing plans and salestools. Michele also enjoyed a seven year tenure withNorwegian Cruise Line. She is a certified travel coun-selor and is based in Florida.

“I am pleased to join the TRAVELSAVERS family,”says Michele Keally. “Its 44 year track record as asales and marketing powerhouse for the agencycommunity really speaks to its passion for helpingindependent travel professionals be more profitable. Iam excited to be part of a company who loves thisindustry as much as I do.”

Showcase

About TRAVELSAVERS:Owned by AmericanMarketing Group, Inc., TRAV-ELSAVERS is an internationaltravel marketing organizationwith a retail chain of morethan 3,000 independentlyowned full service travel agen-cies in over 30 countries thattogether generate more than$20 billion in annual travelsales. Headquartered inOyster Bay, New York, TRAV-ELSAVERS offers a compre-hensive range of products andsupport services to help itslicensed agencies maximizesales though a select group ofsuppliers – and stand out astravel leaders in their localcommunities. The marketingcompany also features aunique exclusive territory sys-tem based on populations of50,000, so agents maintaincontrol over clients andprospective leads in theirexclusive area. Travel profes-sionals interested in learningmore about joining TRAVEL-SAVERS can visithttp://sales.travelsavers.com.

January 2015

TRAVELSAVERS WorldwideIndependent Network

Expands Into IndiaTRAVELSAVERS Worldwide IndependentNetwork (TWIN), a leading global travelmanagement company, has expanded itspresence into India with the addition ofJetways Travels. This marks TWIN’s debutin India and increases the organization’sglobal presence to 34 countries.

“With India being such a hot market, weknew an exceptional addition like JetwaysTravels was needed to complement ourexisting network, says Rick Mazza,President and CEO of TRAVELSAVERSWorldwide Independent Network.“Jetways Travels has a consistent trackrecord of success in the corporate travelarena and is a leader for inbound travel toIndia. We look forward to a long and suc-cessful relationship with them.”

With offices in Delhi, Gurgaon, Pune andMumbai, Jetways Travels enters into its25th year of business as one of the top fivefull service travel management companiesin India. Services include data capture andconsolidation, travel program analysiswith sales, cost savings and billing reports,performance measurement and travel pro-gram management. In addition, the com-pany offers a full MICE division with tailor-made programs.

“TWIN is an ideal partner for us,” saysAadhar Budhraja, Executive Director ofJetways Travels. “With plans alreadyunderway for Jetways Travels to expand,we knew the power and support of a glob-al organization like TWIN would help usgrow even stronger. It’s an invaluable rela-tionship for us.”

TWIN (TRAVELSAVERS WorldwideIndependent Network) is a global travelmanagement company that provides end-to-end travel solutions for corporate clien-tele of all sizes. TWIN has an in-countrypresence in key regions around the worldincluding Brazil, Canada, China,Colombia, Dominican Republic, France,Germany, Greece, India, Israel, Italy,Kuwait, Lebanon, Macau, Malaysia,Mexico, Oman, Peru, Russia, Singapore,Thailand, United Arab Emirates, UnitedKingdom and the United States. Leadingtravel agencies participate as licensees inthis powerful network. TWIN provides theinfrastructure, technology and resources tohelp them find new accounts, servicemulti-national accounts locally, obtain for-eign business from other members, takeadvantage of inbound business, coordinatejoint RFPs – and provide business travelerswith the most efficient and professionaltravel assistance available.

Showcase

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January 2015

Travel Agent Professional Jan 2015

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