Forget the ‘luxury’ claims flooding the travel industry. David Brandon, Managing Director of Savenio Signature Travel Experiences, cuts through the noise, separating real luxury from empty promises. His expert insights on this sector are a must-read for travel professionals seeking to truly excel in the high-end market.
Luxury travel has become a nebulous term, varying widely among travellers, says Brandon.
”P&O Cruises was luxury to some, and Regent Seven Seas Cruises to others.“
He prefers ‘high-end’ over ‘luxury’, emphasising that true high-end cruises such as Seabourn, Silversea, Regent, and Crystal Cruises offer unique features. These include all-suite accommodations, inclusive beverages (including French champagne), quality dining, and no queuing due to fewer passengers. These attributes make the difference.
“Luxury travel means space, premium service, no queuing, quality dining and beverages, extra amenities, spacious accommodations, and access to where money can’t buy experiences,” Brandon said.
Key attributes of a high-end travel agent
What separates a high-end travel agent from the rest? According to Brandon: ”Knowledge, experience, exceptional service, 24/7 phone access to clients, being a personal concierge to clients”. These qualities ensure clients receive unmatched service, catering to their unique needs and preferences.
Bridging the generational gap
The travel industry is witnessing a significant generational shift. The ‘old guard’ with their wealth of knowledge is, or will soon, retire, posing a risk of losing invaluable experience. Brandon stresses the importance of teaching the basics from the start. “Give them the skills to give great service: follow up, pick up the phone and call the clients builds rapport and repeat,” he advised.
He highlighted that thinking outside the box is essential.
“Nothing is set in stone,” he said.
“Don’t be an order taker, this will give you the ability to upsell.
“Most of all it is about communication, and once they have that the knowledge and experience this will grow.”
Emerging trends in luxury travel
“More of the luxury hotel brands are entering the luxury cruise market with new ship builds, these include Ritz Carlton and Four Seasons,” Brandon said.
This shift signals an expanding market where traditional luxury hotel patrons might now seek high-end cruising experiences.
Brandon urges travel agents to embrace the luxury cruise market. “If agents aren’t in the luxury cruise space, they need to be. Some agents say that they don’t have a cruise market, but I bet they do. Their clients are booking elsewhere or now through their hotel membership programs.”
David Brandon’s insights paint a clear picture of what defines luxury travel today and the essential qualities of a high-end travel agent. The sector is dynamic, demanding continuous learning and adaptation. By focusing on providing exceptional service, maintaining open communication, and staying abreast of industry trends, travel professionals can ensure they remain at the forefront of luxury travel.
For those looking to make a mark in the high-end travel industry, understanding these fundamentals is key. Embrace the shift, prioritise client relationships, and stay informed about emerging trends to offer truly unparalleled travel experiences.
David’s passion for globetrotting and luxury cruising spans over four decades. In 2009, his vision led him to acquire Travel Concepts & The Cruise Centre, which he promptly aligned with Virtuoso.
This savvy move showcased his commitment to the high-end market. Further solidifying his expertise, David launched the Savenio brand in 2016 to focus on a home-based business model. Since then, Savenio has consistently ranked among Australia’s top five Virtuoso agents – a testament to David’s leadership and dedication to exceeding expectations in the luxury travel sector.
