Even with rising inflation, labor and fuel prices, and other travel-related costs, the travel demand is as strong as ever maybe even more robust compared to pre-pandemic days. Airlines are reporting a rise in profits this year as they accommodate passengers insisting on traveling despite higher fares. As we advance, some airlines expect a return to 95-100% of their 2019 capacity in the next year.
To keep up with this “resilient travel demand” travel agents must invest in qualified talent and teams. Today, we’ll go over some essential travel agency talent you will want to recruit in your team to navigate the growing and changing travel demands:
Customer success specialist
Excellent customer success is key to building customer loyalty. According to a recent survey on customer service, 54% of respondents believe that customer service quality isn’t a priority for most companies. In comparison, 68% believe improvements need to be made in training customer service agents. This is a crucial point because the processes within the travel industry rely on good and reliable customer success.
Travel plans can be stressful because of how expensive traveling can be, so it’s only natural that people want ready and constant support in case of any change of plan or inquiries. A customer success specialist can oversee customer service teams, handle customer concerns directly, and communicate issues from customers to management. This way, in case of booking problems or last-minute date changes, customers know they can rely on your agency’s
service.
Database administrator
Running a travel agency means handling large volumes of data and client information. While most businesses have shifted from traditional spreadsheets to CRM platforms to help organize information and insights, it’s even more beneficial for travel agencies to adapt as these insights can help ensure smoother bookings. A database administrator would take responsibility for organizing all this customer information. They’re valuable for travel agencies transitioning from legacy databases as they can build new ones, adapt database structures to new needs,
and keep information safe and accessible for the appropriate stakeholders.
Database admins are in demand today, looking at a 9% growth in the job market between 2018 and 2028, as businesses recognize the need to be able to sort through and handle larger and larger amounts of data. Your travel agency can benefit from their attention to detail and meticulous work ethic, giving you access to valuable customer insights to improve your services.
Marketing specialist
A constantly growing demand for travel means travel agencies need to be competitive to stand out in the market. We’ve previously discussed some of the most powerful marketing ideas for travel agencies, from making use of social media as well as learning SEO. Hiring a marketing specialist can provide your agency with someone knowledgeable to oversee all marketing initiatives.
With a solid marketing strategy, your travel agency can benefit from a strong and approachable brand that is memorable to your customers, making the most out of digital marketing trends. Posting helpful and insightful travel tips via blog posts and social media can help people find your agency while sending the message that your agency is dedicated to providing positive travel experiences. You can showcase your organization as one that genuinely cares about its clientele and is not just another business. Over time, these marketing efforts build loyalty and trust among
your audience, potentially winning over more customers.
QA specialist
Lastly, due to the shift to digital and online transactions, marketing, and advertising, you must invest in quality assurance for your travel agency’s applications or website. Customers need a reliable travel agent; unreliable, buggy websites or apps that do not perform well when customers need them can affect your business performance.
Investing in QA specialists can ensure your web or app services are running smoothly. With almost 95% of travel experiences initiated and managed through mobile applications, agencies must invest in keeping them functioning 24/7 and without any hindrances that may cost clients money. With increasing cybersecurity threats, QA specialists can guarantee your agency’s website and applications don’t mess with sensitive traveler information.
Customers don’t need to be stressed about their travel and vacation plans. The best travel agencies ensure that
doesn’t happen by hiring the right talent for their teams.