Claremont Cruise & Travel Centre’s Manager, Gemma Smith, has been in the travel business for more than 30 years. Here, she shares her story and secrets to success.
Even as a young child Gemma Smith (pictured above with partner Dale in Mexico on Scenic Eclipse) was fascinated by travel and always wanted to be a flight attendant.
Her mother told her she would not be allowed to do this straight from school, so she applied for a travel course at Perth Metropolitan TAFE. There were 800 applicants and only 50 places; Gemma was one of those “lucky enough to be accepted”.
But after completing the course, she says it was hard to find a job.
“The knockbacks kept coming and eventually I was offered a job with a wholesale company specialising in New Zealand, and from then on I never had to apply for another job – I have always been asked to join award-winning agencies.
“In saying that, this is only my fourth job in travel, so I am a very loyal employee! I have only worked for Claremont Cruise & Travel Centre since July 2023, but it would have to be one of the easiest offices to manage.
“All my fellow consultants have been in the industry a long time and they don’t need to be managed. We all help each other and give advice and ideas if and when needed.
“I consult full time but also keep an eye on office targets and make sure all our staff have great work-life balance – that’s high on my priority list.”
Passion for travel
Over the years Gemma followed her childhood dreams and travelled extensively. She has spent time in Peru, Morocco, Turkey, Uganda, Egypt, Vietnam, USA, Canada and Europe, among other destinations.
“I have to say I fell into selling cruising. I moved to a travel agency that was one of the first in Western Australia to add cruising to their portfolio. Initially, I was approached to work in the office to be their New Zealand travel expert after 11 years with the wholesale company.
“My repeat clients started coming back to me and I quickly had to learn all areas of the industry, especially cruising. The cruise industry was growing in Australia and I grew with it. I completed my CLIA Masters in Alaska in 2009 – it is a great way to improve your knowledge and skills when you’re selling cruises. Today, 70 per cent of my clients book cruises.”
Cruise trends
Gemma has sailed on some of the world’s finest luxury ships, including Crystal Serenity, Crystal Symphony, Scenic Eclipse I and II, True North in the Kimberley, Cunard’s Queen Mary 2, Silversea’s Silver Muse and Uniworld’s river vessels.
“This year expedition cruising is high on my clients’ travel wish lists, especially Antarctica and the High Arctic.
“Clients are also requesting luxury yachting from lines such as Scenic Eclipse, Ritz-Carlton Yacht Collection, Ponant and Quark Expeditions, to name a few.
“I think the TV show Below Deck has sparked an interest in sailing on smaller, more luxurious ships. Clients are looking for immersive experiences and adventures ashore on ships that offer all the high-end amenities.”
As for attracting new-to-cruise clients, Gemma points out that this sector can be highly rewarding, but you need to know their expectations.
“I like to emphasise value and experiences, unique itineraries and all-inclusive benefits. But do remember not everyone is a cruise client!”
Top tips for trainees
“We all work in travel because we love it and enjoy creating unforgettable experiences for our clients. My advice if you’re looking for a career in travel would be to be absolutely passionate about travel, prepared to work hard, and listen to other consultants in the office and learn from them.
“Don’t be afraid to ask for help. Travel isn’t all about free trips and business-class upgrades, but rewards do come with patience and hard work. The industry is always changing, and clients will change their mind so you must be prepared for the unexpected.
“Most importantly, I have made lifelong friends during my 30-plus years of working in the travel industry, including at Claremont Cruise & Travel, and I wouldn’t change it for the world.”
Cruise hotspots
Gemma says Alaska is one of her favourite cruise destinations.
“It has all the quaint towns, incredible wildlife and glaciers in one journey. Cruising under the Brooklyn Bridge and past the Statue of Liberty in New York Harbor is also very impressive. The Kimberley coast is absolutely beautiful with the stunning red rock gorges up against the blue-green ocean.
“But my number one would have to be cruising in and out of Sydney Harbour. It’s always spectacular seeing the Bridge and the Opera House. And this is coming from a born and bred West Aussie!”
As to where she’s off to next?
“I going to Antarctica in January to celebrate my 50th birthday with my partner Dale, my cousin and his wife. We will be sailing with Quark Expeditions to the White Continent on the stunning Ultramarine.
“Antarctica has been on my bucket list for many years now and I thought it was fitting for a 50th birthday celebration. We are also cruising the Galapagos with HX before heading home. I’m looking forward to a five-week break!”
For more information, visit Claremont Cruise & Travel Centre.
