More than just a pickled liver…
Joseph Grimley, head of agency sales at Riviera Travel, a new AITO member, got more than he expected from this year’s Overseas Conference in Istanbul. Here’s his personal account:
"Having attended many conferences over the years, I normally hear the same old subjects regurgitated time after time and take little back with me, save a few extra pounds and a slightly pickled liver. However, on returning from Istanbul, I’m keen to recommend we put a number of tips into practice within our business.
Andrew McMillan, the ex-customer services boss at John Lewis, gave a very thought-provoking insight into the successful growth of the much-loved retailer. Brand is king, he told us, and not just one which people recognise but one who people truly understand and trust. John Lewis has clearly mastered the art of defining a brand through its excellent customer service. The people who work for John Lewis make the brand. I believe we could make much more of our incredible Riviera Travel tour managers. These are the people who bring the tours to life at the sharp end, and enable our customers to make the most of their holiday, sharing their passion and experience of each destination. I will be recommending we record some short video clips from our tour managers and include these on our website. This will help to bring out our company’s personality, and will also be a helpful selling tool for agents.
Another tangible tip I will take back to the office with me came from Rohit Talwar in his session on travelling into the future. He suggested a ‘To stop’ list, which would eliminate the unnecessary tasks we do within our businesses which add little or no value. Simple, yet effective.
During the various presentations and debates, it became also apparent that the rate of change in technology is set to continue at a huge pace. We need to be ready to embrace it to take our businesses forward, and continue to succeed. In fact, we are told we will see the same volume of technological change in the next two years as we have seen in the last 20.
On summing up the conference, AITO chairman Derek Moore said: "Look forward to the future and make changes, if the changes are worthwhile. If we stay true to our values, the AITO family will remain strong."
What is refreshing about AITO is that even though the majority of delegates are competitors, there is a mutual respect for one another, and a shared consensus that independent tour operators are truly passionate about their destinations and products.
I will also be recommending Istanbul as a city break destination. I expected the diversity of European and Asian cultures, but was overwhelmed by the genuine hospitality and friendliness of the people."
** Next year’s conference will be a joint event with AITO and AITO Agents after a majority of members voted for it. The conference will be held from June 11-14, although the venue is still under consideration.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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