Helloworld Travel Mackay and Mt Pleasant’s ability to WOW their customers has earned them the title of Best Travel Agency Leisure – Multi Location at this year’s National Travel Industry Awards (NTIA’s)
We spoke to the store’s General Manager Annabel Dolphin following the big win about what makes their agency stand out.
She said the team prided themselves on genuinely caring for their clients. We’re talking personal welcome home calls and arranging a special gift for clients celebrating a significant occasion while travelling.
Read on for more about what drives this team to be the best in the business.
What does being recognised by the industry in this way mean to you?
We are thrilled to be awarded as the top multi-agency in Australia, and to be recognised amongst such a high calibre of finalists is a true honour.
What are some little or big touches you and the team make to ensure you leave a positive impression on clients?
We still have the same values as when we started 33 years ago. We continue to be committed to excellent customer service.
We show our clients how much they mean to us through so many ways, from our personal ‘welcome home’ calls to arranging a special gift for clients celebrating a significant occasion whilst they are away on holiday.
We recognise our loyal customers and invite them to special VIP events to thank them for their continued support of our local business.
Our aim has been to ‘WOW’ our customers and ensure they continue to choose us for all of their travel plans.
What are some changes the business has made over the last year that would have contributed to your success this year?
Investing and inspiring our team is paramount to our success. Our team members attend weekly meetings as an opportunity to share information and learn from our visiting suppliers.
Regular one-on-one meetings between staff and their mentors have proven to be invaluable and we continue to support our team through personal and professional development training as well as product and customer excellence training.
We value our team and often host team events purely to thank them for their efforts and to provide social opportunities to bond.
What would you recommend to other businesses hoping to win in future years?
It’s simple – live your values. Our values drive us – happiness, proactive and passionate people, communication and striving for excellence.
How important is your organisation to the industry?
With the ever-changing world and the increase in technology in the travel industry, it is now more important than ever for people to be able to engage the services of an experienced travel professional.
There is a plethora of websites, apps and booking agents to navigate but, to know that your holiday is in excellent hands with a reputable travel agency, Helloworld Travel, provides peace-of-mind to even the most well-travelled customer.
What do you love about the industry?
I love that the industry is dynamic and always evolving.
What do you think the future holds for the travel industry?
Technology will certainly play a major role, however, providing customers with personalised and professional service will always be the most important factor.
What’s your advice for people thinking of joining the industry?
Go for it! The positive relationships you form with your team members and the opportunity to tick-off some bucket list destinations really adds to the excitement of working in such a dynamic industry.
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