Tell us a little about yourself and how long you’ve been in the industry?
I am a single woman who loves to travel. I was introduced to travel by my parents at a young age by visiting family in Jamaica, and on trips to the U.S. My father took my mother and I to Europe when I was 14, and I met extended family who lived in London, and because of that one trip, England has become my favourite place to visit. I feel at home there and so comfortable and try to visit as much as I can. I literally fell into this industry in 2006 and enjoyed myself until 2012. I was out of travel for three years, but like that favourite sweater, or pair of shoes, I came back because it really is the best fit for my personality and my abilities.
What do you specialize in and why are you passionate about that?
I book all-inclusive vacations, flights, car rentals, hotel accommodation, as well as FIT’s and cruises. My passion lies in dealing with my clients; finding out what they are looking for and helping them get what they want. My specialty is building a rapport, and a level of trust with my clients to help curate the vacation they are looking for. In a time when everything is online, and AI can assist, human experience is something that is missing. My passion is to be the best travel agent that my clients feel comfortable and confident in working with.
Are you noticing any interesting trends from the bookings you have or from what suppliers are promoting?
People are really looking at trying to get those bucket list trips off their list. European vacations, Mediterranean cruises, ziplining in Costa Rica or being a spectator at the Australian Open are what they are looking for and it’s good to see. Vacations that incorporate wellness journeys or more luxurious all-inclusive vacations are starting to appeal more to those who love the ‘beach life’ by staying in an upgraded room category or adding experiences to help enhance their vacation. Multi-generational vacations for longer durations are also becoming vacation interests.
Are you incorporating AI into your workflow? What are the benefits? At the same time, how will AI never replace the work you do?
I am not incorporating it into my work. Some benefits I can see are making some choices easier. AI cannot replace me. It doesn’t have the ability of human experience. AI cannot relate to clients in the manner that I can. It doesn’t have the ability to share its thoughts on a destination it visited or a resort it has spent time at. The care and concern along with the genuine interest I have in my clients cannot be replicated by AI.
What’s your biggest piece of advice for travel advisors right now?
Remember that what you do, what you know and how you service your clients is very important. Customers come to us wondering what we can do that they can’t. They can book for themselves, but they don’t always know the ins and outs or the do’s and don’ts of travel. They come to us to help make the booking process easier, so why not also provide that amazing service that sets you apart from any other agent.
How is the role of the travel advisor evolving?
There is always something happening or changing in our world. If there is one thing I have learned is that it is never the same on any given day. Sometimes it makes for a wonderfully busy day, and other times it makes for a very challenging day. The difference is that wonderfully busy has you booking trips, chatting with the clients, and getting things done. Challenging days can be filled with complaints, cancellations and other situations that need immediate attention. Those days can make you feel like you have mentally run a marathon! We need to be constantly aware of what is happening and have the flexibility to adapt quickly to any situation.
Tell us a little bit about a booking that stands out – whether it’s the most expensive, the longest, the most adventurous, etc.
There was a client that had booked a group and did not have a good time. They were disappointed with the experience and the overall vacation and lodged their grievance with us and the tour operator. Though the tour operator’s reply was not the one they hoped for, the agency provided them with a credit to use towards their next vacation booked with us. They appreciated the gesture and booked with us. I was able to assist with their next reservation and was able to retain their business. Being able to turn a negative situation into a positive experience was very satisfying.
What are your thoughts on FAM trips? Are they valuable? Why? Do they help you sell more? How can they be improved?
I love a good FAM. There isn’t anything quite like being able to experience a destination or a resort for yourself to help you sell it to your clients. I think that when many aspects of an island, for example, can be incorporated into a FAM it is a win-win. To this day, my most memorable FAM was Curacao with ACV in 2016. They planned a week’s worth of property inspections, activities, personal time and excursions that made the trip worthwhile. There was an incredible amount of information that was learned that was invaluable when I sold the destination to my clients. Firsthand experience is always the best experience, and it absolutely helps one to sell more. You now are not only selling the resort or destination, but you are also selling an experience. I believe each tourist board, airline, tour operator and resort chain does their very best to provide a FAM that benefits their business as well as the agents. I can’t honestly think of anything that would improve them.
What’s the biggest challenge you are facing in the travel industry right now? What do you think can be done to overcome it?
I have been in the customer service industry since I started working, and one thing that I struggle to remember is that I am not always going to please all my customers. There is going to be someone who isn’t happy with the way I handle their inquiry or may feel that I didn’t do enough to satisfy them. Those clients are not the majority or the norm, and I must remember that what I do, and how I provide service is enough.
Do you have anything to add?
I love my job, and the people I work with. I enjoy meeting other amazing advisors in our industry, and learning so much about the world we live in. I am beyond grateful and thankful to Travel Courier and Canadian Travel Press for the opportunity to share my thoughts and insights.
Nominator:
“Shortly before Covid I became ill to the point that I was hospitalized for about a month. Then on my return home we were knee-deep into Covid… I was on half mast so I was assigned an agent that would help and be there for me when needed. That agent is Gabrielle Chin. She has been terrific in every way as I am not easy. I am old school having been in the industry over too many years and she is much newer but what we would classify as a sr. counsellor as she is extremely knowledgeable in all aspects of leisure travel as well as ticketing. I appreciate her as my back-up. She is a productive team player, and I love to hear her opinions as they are based on factual situations and so I respect her advice… I know that I need her at this point in time and would love to see her honoured.”
