Travel industry willing but not able to transform
DESPITE
efforts
and
substantial
investment
in achieving
BBBEE
requirements
by most
stakeholders,
the travel
industry still
has much
to do.
According
to Themba
Mthombeni,
ceo of Duma Travel, the
effects of the need to
transform have been
felt in stages. First, the
industry was in shock at the
requirement to implement
the changes. Following,
came the realisation that
business could be lost
should an organisation not
transform. “Now, we’re at
the stage where businesses
are looking for solutions,
and those don’t come easy
and they don’t come cheap.
The industry is trying to
transform, but it hasn’t taken
root yet,” he says.
According to Kirby
Gordon, head of sales and
distribution at FlySafair, the
country is still struggling
to make the fundamental
changes that BBBEE
demands. “The travel
industry is by no means
a lagging industry in the
broader context
of South African
business, but we
all still have a
long way to go.”
Claire Ginn, HR
manager at Club
Travel, says a
big challenge for
transformation
is the lack of
sufficient skills
in specified
groups.
“Development
and training
programmes for
students from the designated
groups can be used to
address this as well as to
upskill and train current
employees who fall within
this category to move to
more senior roles,” she says.
Club Travel, she explains,
has a transformation forum
in place that meets once
a quarter. “The forum [is]
constantly sourcing new and
innovative ways to educate
the Club Travel group on
the latest developments on
employment equity and skills
development.” The forum
also reviews all appointments
made in the period to ensure
equity requirements are met.
FlySafair, according to Kirby,
has identified a number of
challenges in aviation that
need to be addressed. “In
our view, there are two very
important considerations
here: the protection and
empowerment of girls and
women, and improvement
of general and industryspecific
education. To that
end we’ve been working in
the background to focus
on these goals, both within
our organisation and within
our broader industry and
communities.”
Erica Kennedy-Smith,
national travel manager at
Lee Botti & Associates, says
larger tour operators and
agencies are definitely under
pressure to get their BEE
numbers up. “I have been
told by several of my clients
that they’ve been instructed
to only employ BEE
candidates in the short term,
especially agencies dealing
with government contracts
and large corporates.”
Asata, says ceo Otto de
Vries, is conducting a Market
Index Study that will include
BBBEE. “We are investigating
where we stand as an
industry currently in terms of
transformation and where the
gaps are so that we’re able
to provide a clearer picture to
all stakeholders.” The results
are due early next year, and
Otto says these will provide
a better understanding of
the industry’s BBBEE profile
and requirements. Further,
he says Asata is encouraging
groupings contributing to
the association to nominate
board members with
transformation in mind.
ADM training about to go live
IT HIT like a bolt from the
blue. The infamous
R42 000 ADM recently
(TNW August 30) grabbed
the headlines, but in
fact many ADMs have
been even higher, with
potential to break the
consultant and even drive
them out of travel.
Now Travelinfo and
travel data management
partner Agentivity, have
put together the first
online training workshop.
The workshop was
written for agents by
expert fare and ticketing
agents in South Africa
and will be hosted on
Travelinfo Workshops
from November.
“Our 365/24 travel
supplier classroom will
now also carry skills
training,” said divisional
head, Linda van der
Pol. “In view of the
mystery and fear that
often surrounds ADMs,
we have chosen that
subject as the first
skills workshop. Coming
soon after will be ‘Get
Travel Sales Fit’ and an
‘Introduction to Corporate
Travel’ for entrants into
travel.
Like the supplier
workshops, there will be
six modules for the ADM
workshop that include
what an ADM is, why they
are issued, how they are
raised, the most common
causes, examples and
dispute resolution.
This workshop and
other skills workshops
will be free to the
3 400 consultants on the
Travelinfo Plus edition.
Travel agents who do
not have the premium
version of Travelinfo can
do the course for R950,
including VAT.
Mind the gap
THE travel
industry is
growing and
evolving, yet
fewer skilled
consultants are
entering the
market. How
can agencies
ensure they
have adequate
resources to
provide clients
with the best
possible
service?
For Themba
Mthombeni of
Duma Travel,
one solution
is to look
inside the
organisation
and ensure
staff have the relevant
skills. He points out that
the travel industry is not a
very academically oriented
one. “Usually it is the
tough-as-nails, dog-eatdog
consultants who are
promoted to senior positions
because they prove
themselves able to handle a
tough situation in
the workplace.”
But many of
these individuals
don’t have any
formal leadership
or management
training.
According to
Themba, their
challenges are
often more
complex
than other
industries, yet
they are not
adequately
trained to
handle them.
Club Travel’s
Claire Ginn
highlights
a shortage
for skilled
positions such as senior
leisure consultants and
refunds/BSP . Erica
Kennedy-Smith of Lee Botti
& Associates confirms
this, adding that “most of
the intermediate to senior
consultants are reluctant to
move for fear of entering a
‘last in first out’ situation”.
Attracting young blood
OTTO de Vries at Asata
says there is a general
recognition that there
are not enough young
professionals entering the
sector. “As an industry, we
need to do more to speak
to the younger generation
and to persuade them
that this is a professional
industry with development
prospects.”
Duma’s Themba
Mthombeni suggests
recruiting “sharp
graduates” from
universities, training them,
empowering them with a
succession plan, exposing
them to different layers
such as management
principles and making
sure to retain them. “If a
youngster thinks ‘one day
I’ll run this business’, they’ll
stick around,” he says.
If all agencies started
doing their bit in terms
of training, he believes,
there would be a flood
of talent, which would
result in salaries
becoming more realistic.
“We need the critical
mass of organisations
thinking further than just
making a buck now; they
must be thinking about
sustainability.”
Club Travel,
says Claire Ginn, often
participates in open career
days held at various tertiary
institutions. “The main goal
is to engage with young
talent and provide them
with an insight into the
industry and the different
career paths available to
those who study travel.”
But more could be done
to attract youth through
continuous training and
information sessions,
providing a platform to
engage with industry
professionals and travel
suppliers.
Carolyn Dreyer,
reservations manager at
Beachcomber, believes
travel companies providing
job shadowing opportunities
will help young people
gain insight into the travel
industry and encourage
travel and tourism as a
career choice. “Companies
should provide sufficient
resources, tools and
educationals and create
effective in-house training
programmes to further
develop young talent they
have identified, working
together with these young
people to grow them to
their ultimate potential to
retain them and their skills
long term.”
Similarly, Erica says
agencies with in-house
training facilities are
bringing in young recruits
with attitude as opposed
to aptitude. “Many of
these young recruits don’t
even have a qualification in
travel but have a very keen
desire to enter the industry
with the right attitude,” she
says.
She adds that many
graduates haven’t
completed practicals and
that job shadowing or
volunteering opportunities
should be more available
to youngsters for them to
get a better feel for their
chosen field.
To attract young talent,
Nathan Stubbs, sales,
transport and customer
care manager for Club Med
South Africa, says travel
companies should offer
clear career paths and
the opportunity to learn,
develop and progress
quickly. Being up to date
with technology and in line
with market trends keeps a
company relevant to young
talent, he says. “We must
offer the opportunity to
travel and see the world;
it is what we all love
about the travel industry
and a key attraction for
recruitment.”
According to Otto, it’s
difficult to correlate the
size of the industry and
the number of travel
consultants, since
the skills required of
consultants are different
to those of the past.
“Technology acts to
automate transactions
so the world of travel
is different … One
needs to look at how
the requirements of
our customers are
changing and the role
that technology can play
to automate transactions
and free up skilled and
professional consultants
to perform a more
professional role that
delivers true value. It’s
less about quantity in
the travel space than it
is about quality. We need
new blood, not because
the industry is growing, but
because the profile
of the travel consultant
role has to change,”
says Otto.
Tech vital to training and recruitment
RATHER than ignore or fear
technology, travel companies
should take advantage
of the benefits it brings,
including the possibilities
for improved training and
attracting a new generation
of consultant.
“Combining the power of
cutting-edge technology
with their personal
experience and knowledge
will allow [travel agents]
to deliver a seamless,
personalised experience
to their customers,” says
Richard Addy, country
director of Sabre SA.
But there’s more to
gain from the latest tech.
“Technology enables our
consultants to deliver
the best deal to their
customers and therefore
it is an essential part of
the position,” says Claire
Ginn of Club Travel. She
says consultants are
encouraged through ongoing
training programmes that
focus on the positive
impact of technology on
their roles. “As part of our
DNA we are continuously
looking at methods of selfimprovement
and utilising
technology to improve our
recruitment, staff training,
marketing and internal flows
to name a few.”
Technology also makes
training easier and, in most
instances, cheaper. Claire
says: “We have numerous
training initiatives that are
technology driven and these
have allowed us to reduce
costs in staff training.”
Although Cruises
International offers
personalised training with
individual agents and
hosts regular roadshows,
says luxury brand manager
Seymour Brugger, it also
has its own online training
tool called Shipmates, which
enables agents to train at
their own pace.
The latest technology can
also make the industry
more attractive to young
people considering a career
in travel. “Demonstrating
an openness to new
technologies is key,” says
Kirby Gordon at FlySafair,
as youngsters actively seek
technology in the workplace.
“Technology solutions
with an intuitive user
experience can dramatically
reduce education times
and prevent frustration as
inexperienced agents can
start to build their industry
knowledge and destination
expertise without having
to familiarise themselves
with the many codes and
commands that required
a lot of training,” explains
Richard. He believes both
new and experienced
agents will appreciate the
uncomplicated way branded
fares and ancillaries
are displayed, given the
growing complexity of travel
products.
“Providing a great user
experience is a core feature
in the latest generation
of Sabre solutions,” adds
Richard. The new Sabre Red
Workspace, for instance,
offers a consumer-grade
user interface as well as
the option to switch between
the cryptic mode of entry
and an easy-to-use graphic
interface. “Experienced
travel agents can continue
to use the cryptic demand
with which they are familiar,
while beginners can opt for
the graphical layout, which
dramatically decreases
the barriers for entry and
reduces training times,”
he says.
The world at your desk
CLUB Med recently
invested in developing
virtual reality headsets.
“This 360-degree VR
experience allows agents
to visit our resorts without
leaving the comfort of
their office. One moment
they are responding to
emails in Johannesburg,
the next they are hitting
the slopes in the French
Alps or scuba diving in
the Maldives. This is the
future and something we
continue to develop,” says
Nathan Stubbs, sales,
transport and customer
care manager at Club
Med South Africa.”
What employees want
BASED on her experience of
interviewing candidates, Erica KennedySmith
from Lee Botti & Associates,
highlights some of the needs they hope
employers will meet.
She says candidates are looking for
growth and variety in their day. “They
often feel that they are kept in one
position working on the same accounts
because that’s what they’re good at and
their managers are reluctant to move
them around or upward as it upsets
the apple cart.” This, Claire Ginn says,
is short-sighted as moving consultants
around and keeping them challenged is
key to retaining their skills.
“There also seems to be an increase
in companies offering their seasoned
staff the opportunity to work remotely
from home, which allows them a certain
flexibility – this is generally for longservice
employees though,”
adds Claire.
She also says most travel
companies feel it is advantageous for
candidates to have previously travelled
internationally, but that not many
candidates have had the opportunity to
do so. “If this were afforded to them,
it would most certainly make a huge
difference in their ability to assist their
clients and sell destinations,” she adds.
The best thing about travel …
“The travel industry allows you to
explore your true potential and tests
your ability to impress the client.
There are also fantastic opportunities
to travel abroad and experience the
destinations you sell to improve your
knowledge, skill and expertise.” –
Claire Ginn, HR manager, Club Travel
“The travel industry is exciting and
enriching. No two days are the same.
To know that you are able to make
clients’ dreams come true by sending
them on magical holidays is not
only fulfilling but a unique privilege.”
– Seymour Brugger, luxury brand
manager, Cruises International
“Having interviewed many travel
candidates, I’ve come to the
conclusion that travel is a calling
and a passion. It’s not just a job …
it can be exciting and rewarding, and
extremely fulfilling.” –
Erica Kennedy-Smith, national travel
manager, Lee Botti & Associates
Duma Travel to launch academy
DUMA Travel is
launching a training
academy that
will cover all the
bases for anyone
working in travel,
from consultants to
branch managers.
The academy is
set to launch early
next year and will
comprise different
components,
explains
Duma’s Themba
Mthombeni.
Various training
options including
key accounts management,
service orientation and how to
do RFPs, will be provided through
the Uniglobe platform, exposing
the trade to international best
practice.
Duma is also concluding a deal
with a travel technical college
to train consultants on fares
and GDS work, and is finalising
a programme with a reputable
university that will offer courses
on leadership within the agency
environment. This will include
management, supervisory and
financial training and an overall
perspective on
the business, with
basics such as how
to read an income
statement, and
how to measure
performance.
Themba says an
academy on this
level, specifically
in the travel
industry, will do the
“world of good as
it ensures there
are professional
teams running the
industry.”
By law, travel
companies have to spend a
percentage of their budget on
training to meet the necessary
BEE requirements. According to
Themba, the type of person this
new academy will provide will be
highly targeted and practical. “It
is a transformation imperative to
employ people from previously
disadvantaged backgrounds
at different levels of your
organisation. Where are they
to come from if the industry
doesn’t train them? This will
raise the standard in the
industry.” he says.
Travelinfo takes online workshops to the next level
TRAVEL agents are now able
to improve their product
and destination knowledge,
whenever it suits them to do
so, with Travelinfo’s 365/24
classroom.
Linda van der Pol,
divisional head of Travelinfo,
says the new online
workshops are all about
continuous training and
development. “Workshops
are available for a longer
period now, making them
more accessible to agents
and encouraging commitment
to training,” she says.
With 365/24, agents
can choose when and
which level of study they
want to undertake. If the
product is completely new
to them, they can complete
the Full Workshop, while
those already familiar with
the product can simply do
an Update Workshop that
focuses on changes and
recent developments.
For managers, 365/24
can be linked to their staff’s
KPIs (something Linda says
Tourvest and Flight Centre
have already adopted).
Agents earn points for every
workshop completed and
these translate into stars.
“Points expire after 365 days
so it is important for agents
to continuously complete
workshops to maintain
their training status,” she
explains.
Linda adds that with
365/24, monthly reports
are sent to consortium
heads and branch managers
detailing staff performances .
in terms of number of
workshops completed, points
earned and star ratings.
Suppliers also get a monthly
feedback report detailing
participation figures. These
include agents’ feedback
and geographic information.
“This is expected to boost
participation numbers,” says
Linda.
Since the relaunch of
Travelinfo Workshops earlier
this year, close to 3 500
agents have successfully
completed workshops.
There is no special software
needed; the workshops
are available on the
Travelinfo platform and
are easy to use.
Linda says further
developments in the pipeline
include customised training
for consortiums for their
preferred suppliers and
customised skills training for
Travelinfo Plus users. Keep
an eye out for these exciting
enhancements.
Tour operators value geographic training
When recruiting for
tour operators, Erica
Kennedy-Smith of Lee
Botti & Associates says
educationals, physical travel
to the destinations sold
and geographic training
are still essential. “This
information is far better
gathered through physical
experience than online
research,” she adds.
Apart from the required
experience, Beachcomber
Tours SA looks for
candidates who are
extremely organised,
customer focussed,
accurate and efficient,
according to reservations
manager Carolyn Dreyer.
In addition, they must
be able to work within a
highly pressurised and fastpaced
environment. Team
players and those who care
about delivering service
excellence are also viewed
favourably.
Erica also notes
resistance at times from
senior consultants who
don’t have the ‘millennial
skills’ that juniors and
intermediates do, and
says it is vital for them to
embrace changes in an
environment where up-todate
technological skills are
highly valued.
