Nobody wants to book with a Travel Agent that hasn’t even left Australia. Well, I wouldn’t at least. So how do we find so many well-travelled consultants in an industry with a staff turnover of up to 50% per year? In short, we don’t.
Yes – there are a lot of agents out there that have explored over fifty countries before deciding to pass their knowledge onto the general public of shopping malls across Australia. But lets-be-honest, they’re harder to come by than an on-time Tiger Airways flight out of Coolangatta.
So instead, we hire professional candidates with great customer service skills, analytic minds and a willingness to learn. However, you can only learn so much by reading brochures on bathroom breaks, product nights and sitting through morning webinars (ugh).
The best way to sell a destination or product is by experiencing it, so we send thousands of novice and expert agents away every year to get knowledged up on the places we send our customers.
So let me introduce you to the fabled “Famil” and what actually happens on them.
The Group
Eight personal travel managers experience the best of Peru on a ten-day exclusive famil organised by LAN Airlines and PromPeru.
You’ll generally meet your famil-buddies at the airport, either at departure or arrival – especially if they’re coming from all over Australia. They can be from a mix of different agency groups or selected from your brand only. Everyone will be dressed professionally, polite and probably a bit shy. Introductions will go around and you’ll try your best to remember everyone’s name.
You’ll be delighted to see someone you already know – and everyone will secretly be eyeing up who they hope their room-buddy will be. After pleasantries are out of the way you’ll most likely find the nearest bar to start “getting to know each other” – whether it’s 9am or not.
The Itinerary
The Leading Hotels of the World’s leading Famils to the East Coast of the US.
If you’re lucky you may have received this a couple days before flying. You’ll pour over it in the office making your colleagues jealous and check Tripadvisor reviews for all the hotels you’ll be evaluating. Night people may be a bit freaked out, as wake up times can be pretty offensive, to make sure you fit everything you can into the days.
You’d hoped to catch up with a mate that lives where you’re heading but it’s starting to look pretty unlikely with all of the events planned. You’re reminded that this is a work trip and not a holiday – free time is a luxury – and never guaranteed.
The Inspections
Remember the whole point of these trips is to learn about the product – yeah, cocktails by the pool sounds great – but you’ll also need to tell your clients about the difference between a Deluxe Garden View Suite and a Superior Ocean Villa.
So make sure you’re on-time for any planned activities, dressed appropriately and respect the reps that are showing you around as they’ve taken time out of their day to train you – and money out of their budget to pay for your room.
The Meals
Image caption: Christine Poplimont, Rohit Gupta, Brittney Levinson, Justin Wastnage, Robert John Savage, Caroline Brunel, Brett Walsh and Rhea Monsanto at Sheraton Deva Resort & Spa.
Your dining will generally be taken care of throughout the trip. After five incredible three-course meals in a row your enthusiasm may fade, but you must soldier on and finish that chocolate fondant for dessert – it would be rude not to.
During dinner you’ll probably even be forced to sample a few wines as well – for research purposes of course. Remember that these things cost money and you’re bloody lucky to be there, so always thank your hosts and let them know you’ll recommend their business to your customers. Make sure you bring a handful of business cards with you as well.
The Nightlife
The Ultimate Emirates Dubai Famil
It’s no secret that Travel Agents love a drink or twenty. We work hard, have pressure piled on us every day and sit at a desk all week. So when it’s time to cut loose we don’t hold back.
The free wine at dinner loosened you up and everyone wants to check out the local nightlife – again, for research – right? The hotel rep knows a good place and she’s booked a table, so off you go. You’re cutting some mad shapes on the D-floor and making heaps of new friends at the bar. Life is great, your job is awesome and all of your friends’ jobs don’t even come close. Woooo! More shots!
The Next Morning
Travel Counsellors were given the chance to experience the world’s current largest ship, Allure of the Seas.
BLEEEEEEEEP, BLEEEEEEP – KNOCK, KNOCK, KNOCK….
The alarm is blaring, phone is ringing and your Tour Leader is nearly banging down your door. You’ve got make-up and glitter all over your face and the contents of your suitcase are nowhere near your actual suitcase.
You tumble into the lift, neck a few ibuprofens, slip on some sunglasses and try your hardest to seem human as you rock up to the waiting bus full of your new mates. While murmuring some poor excuse for missing your wake up call you slump into your seat and start snoring.
Three hotel inspections, six courses of food and a bungee jump later you’re ready to do it all again – it’s wash, rinse, repeat for six more nights.
Welcome to Famil-life!