It was a different path to this year’s Most Outstanding Mobile Advisor Network gong for TravelManagers at the National Travel Industry Awards (NTIA). But the result was the same. Karryon checks in with Executive General Manager Michael Gazal to talk about the future of travel, TravelManagers and what advisors have in common with hairdressers.
Considering this was the first NTIA since 2019, how special does this year’s award feel?
After a three-year break, and everything that happened in between, the 2022 NTIAs were significant for the industry, every company that entered a submission, and everyone who attended.
To be able to gather with 1,200+ industry colleagues and celebrate both survival and success was a milestone for everyone. Having won the Best Mobile Advisor Network award in 2019, it was even more special to be acknowledged for everything we have achieved since, and to retain that Most Outstanding Mobile Advisor Network accolade.
Equally special were PTM Rose Febo’s win as Most Outstanding Travel Advisor, which followed on from PTM Kathy Millett’s victory in 2019, and PTM Janelle Beucker being recognised as a finalist in the inaugural People’s Choice Award.
To what do you attribute your win?
The submission process was different compared to previous years. Instead of a written submission followed by a presentation/interview, we had to answer four significant questions via a 20-minute video.
For us, the challenge was deciding what to leave out. The win reflects our consistent focus on our business goal to be the best partner in travel for our home-based personal travel managers (PTMs).
We always question the entirety of our operation and whether everything we do adds value, and how we can refine and improve our offering to both PTMs and partner suppliers.
Two key factors that differentiate us are our focus on the emotional well-being of our people via our Network Assistance Program with People Sense, and the financial safety of our network and their clients via our ‘Peace of Mind’ promise with our recently announced TravelManagers Customer Fund (TCF).
How has the pandemic changed the way you operate?
While we may have a better appreciation of challenges the pandemic created than we did two years ago, much remains uncertain – including the question of whether the world will be better prepared the next time.
The pandemic has demonstrated that nothing can be taken for granted and that we should be prepared not only for the unexpected but also the unlikely. This only reinforces the value and security that a travel advisor (PTM) can deliver to their clients.
It has also reinforced the value of relationships, particularly long-term relationships, and the loyalty they can engender. These relationships put us in a strong position to counter some of the disruption and inconvenience that the pandemic created and has contributed to the speed of our recovery and current success.
Furthermore, the pandemic has reinforced our belief that our people are everything. The fact we managed to keep 95% of our National Partnership Office team, be it on reduced hours and at considerable sacrifice on their part, has also contributed to TravelManagers’ quick recovery and is something from which we have learnt.
Where to now for travel advisors and the travel industry more broadly?
Right now, the industry is experiencing a strong recovery in travel demand and a powerful recognition by most consumers in the expertise of an experienced and knowledgeable travel advisor (PTM) and the upfront value and after-purchase security they deliver.
Demand is strong and our PTMs are as busy as they’ve ever been. For us it’s about amplifying and demonstrating this value and security, ensuring that the momentum of consumer recognition is maintained; because like a good hairdresser, when you find a good one you appreciate what they do, and you stay with them.
I’m confident we have bright days ahead and that over the next 12 – 18 months the challenges of coming out of COVID will ease and travel businesses will progress from recovery to prosperity.
What do you love most about the travel industry?
Travel is a unique industry in that it is directly related to a favourite pastime or business requirement for many people across the globe. One that connects loved ones and facilitates dreams becoming reality.
Naturally, this means that our industry is made up of incredibly dedicated and passionate individuals. Keeping that spark alive while we ourselves couldn’t travel was a challenge for many of us; but as we witness our own people and industry colleagues getting back out there exploring, it is undeniable that the excitement and passion is back as strong as ever.
