TORONTO — The latest survey of TRAVELSAVERS Canada travel advisors shows that there’s agreement on the importance of training new consultants – but different opinions on best practices for that training.
Jane Clementino, Senior Vice President and General Manager, TRAVELSAVERS Canada, says the results demonstrate a need for a more consolidated process as part of the overall onboarding, coaching and education experience.
“Being a travel advisor is a very rewarding job and a great field for a lifelong career,” said Clementino. “Recruiting is a top priority now, and we also need to provide proper training to ensure the gems that we hire are fulfilled and successful. Our clientele must always experience excellent client service, and they will when dealing with our well-trained TRAVELSAVERS Canada advisors.”
Advisors from TRAVELSAVERS and Affluent Traveler Collection affiliate agencies in Canada took the survey from March 21 to April 14.
TRAINING IS ESSENTIAL – BUT HOW?
The vast majority of respondents (96%) said training is essential or important for new entrants to the profession. Most-cited training methods included job shadowing with colleagues (67%) and supplier training programs (38%), while just over a third (36%) provide industry webinars.
“Although there’s a phenomenal amount of job shadowing made available by our agency partners, which is terrific, there is still an element of structured yet flexible online instruction required to round out the training process,” said Jane Clementino, Senior Vice President and General Manager, TRAVELSAVERS Canada. “We’re delighted that KORE is now available here as we really believe it’s the best-in-class training platform, and we encourage all of our agencies to enroll new recruits into the program. The investment will pay off!”
KORE is now available to TRAVELSAVERS Canada travel advisors, as announced earlier this spring. In the survey, 20% of respondents said their agency offers a specialized program for new advisors. So far 18% use KORE and 16% use an industry program such as The Travel Institute.
SKILLS-BUILDING
When asked about the most important elements advisor training should cover, the top three were customer service (58%), sales (47%) and booking travel (44%). Some 31% opted for top-notch communication skills, and 29% went with customer service. And about a quarter of respondents cited passion for travel and sales savviness as keys to being successful.
In addition, 65% said they’re looking for candidates with a travel industry background, and 33% are looking for people with client service experience.
Finally, when it comes to the tangible and intangible perks, 47% of respondents said they value the flexibility to work as much as they like from wherever they are, while 47% also love making people’s travel dreams come true. Meanwhile over one-third appreciate the opportunity for continuous learning and development, and 27% love travel discounts and other benefits of working in this industry.
Here’s a look at the survey results point by point …
Importance of training for new advisors
. 80% essential
. 16% important but not mandatory
. 4% other
How agencies train new advisors
. 67% job shadow with colleagues
. 38% supplier programs
. 36% industry webinars
. 20% agency program
. 18% KORE
. 16% industry program
Most important training elements
. 58% customer service
. 47% sales
. 44% booking travel
. 38% supplier types
. 28% technology
Top traits for new advisors
. 64% travel industry experience
. 31% communication skills
. 29% customer service
. 24% sales savvy
. 24% personal passion for travel
. 20% detail orientation
Top career benefits
. 47% flexibility to work as much as you like from wherever you like
. 47% help make dreams come true
. 36% continuous learning and development
. 27% fits with your passions and interests
. 27% travel discounts and perks
