In the intricate landscape of the travel industry, especially in the cruise sector, the crux of success often hinges upon robust relationships. As highlighted during Travel Weekly’s CruiseWorld conference, business development managers (BDMs) play a pivotal role in the success of travel advisors. Eric Schmit, director of business development at Regent Seven Seas Cruises, underscored this sentiment with a simple yet powerful assertion: „If you do well, they do well.“ This reciprocal relationship underscores the necessity for travel advisors to actively engage with their local sales representatives, staying connected and ensuring their needs are well-communicated and addressed.
Travel Weekly’s recent survey corroborates the significance of BDMs, revealing that agency owners place a premium on access to these managers over other benefits traditionally coveted in the industry. This is an eye-opener for many who still view higher commissions and familiarization trips as the golden tickets to success. Instead, the findings suggest that building trust and lines of communication with BDMs may be far more detrimental to the health of an agency than previously thought.
The challenges posed by a disconnected working environment were particularly emphasized by Vicki Freed, senior vice president of sales at Royal Caribbean International. The increasing trend of advisors working from home creates a communication barrier that can sorely affect their ability to access resources and support when needed. Freed’s appeal for advisors to provide updated contact information and reach out to their strategic account managers is indicative of the broader theme around communication and availability. The relationship should be symbiotic—when advisors share where they are and how best to get in touch, it allows the cruise lines to tailor their support more effectively.
Furthermore, Carmen Roig of Princess Cruises echoed this sentiment. The message is clear: cruise lines are eager to assist anyone looking to expand their business. Advisors need to make their intentions known. The disconnect between advisors and cruise line representatives needs to be actively bridged for the mutual benefit of both parties.
The Power of Persistence
Navigating through the multitude of travel advisors needing support is inherently challenging for cruise lines. Therefore, John Chernesky from Norwegian Cruise Line pressed the importance of being „politely persistent.“ In a marketplace teeming with various agents competing for attention, merely sending an email or making a single phone call might not yield the desired results. The competitive landscape necessitates advisors to employ a level of tenacity in building relationships with their BDMs—those who are vocal about their needs are likely to receive the most support.
Chernesky’s encouragement to stay visible is a call to action for advisors who may otherwise rely on the assumption that their needs will be anticipated. Alongside Chernesky’s insights, Derek Lloyd, also from Norwegian Cruise Line, emphasized the resources available to advisors, including a vast team dedicated solely to resolving booking issues. This indicates a noteworthy commitment from cruise lines to the success of the travel agents they partner with.
Rob Coleman, senior vice president at Holland America Line and overseer of Seabourn Cruises, counseled travel advisors against overwhelming themselves with too much information. Instead, he suggested that they focus on their interests, be it specific cruise lines, destinations, or customer demographics. This focused approach allows for a more manageable way of interacting with the vast array of products and services the cruise industry has to offer. By honing in on areas that resonate personally, advisors can offer genuine and informed recommendations to their clients.
This thought is echoed across the board, as representatives from various cruise lines encourage advisors to leverage online resources and training programs to better understand and sell their products. For instance, MSC Cruises highlights their monthly webinars aimed at equipping advisors with the necessary knowledge, especially crucial for those unfamiliar with their offerings.
In the digital age, technology plays a significant role in enhancing the relationship between travel advisors and cruise lines. Initiatives like the Carnival Independent Agent Team (CIAT) exemplify this trend, turning social platforms into community engagement tools that foster stronger relationships. As Kirk Neal of Carnival highlighted, such resources are essential for advisors to cultivate lasting connections with cruise line representatives, which is integral to their success.
Moreover, Jennifer Suarez from Celebrity Cruises is expanding on this idea by launching an online survey that allows advisors to express their preferences for collaboration. This proactive measure not only signifies that cruise lines are listening but opens the door for tailored partnerships based on mutual goals.
In sum, the takeaways from CruiseWorld conference resonate far beyond the event itself. The emphasis on building relationships with BDMs, maintaining clear communication, exercising persistence, and leveraging technology encapsulates a strategic approach that travel advisors need to adopt to thrive in the cruise sector. By engaging with their local representatives and utilizing available resources, advisors can not only enhance their agency’s performance but also contribute to the evolving landscape of the cruise industry. As the dialogue continues, it’s clear that the future belongs to those who are willing to collaborate, innovate, and adapt.
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