Jorge Ponsa. (Source: Jose Ponsa)
Travel Advisor Success Stories focus on veteran advisors and how they achieved success. Here’s a look at Jorge Ponsa, multi-unit franchisee with Expedia Cruises in Puerto Rico.
How did you get your start as a travel advisor?
I got my start as a travel advisor – or vacation consultant, as we say at Expedia Cruises – through my family’s deep-rooted connections to the industry. My mother was a travel agent, and my father was a lawyer for Eastern Airlines. Together, they founded their own travel agency in 1984. After I graduated college, I worked in hotels and resorts for a handful of years before joining the family business in 2002 with the goal of helping them grow.
In 2012, we connected with Expedia Cruises at a conference and discussed the possibility of joining forces and becoming a part of their franchise network. Expedia Cruises offered many benefits including access to technology, business operations support and a global network of industry professionals. Since then, we’ve been able to grow in terms of number of Centers and sales.
How did you build your business over the years?
Over the years, I built my business through hard work, a passion for travel and a genuine desire to help others plan unforgettable vacations. Adapting quickly to industry changes has been essential, and I was particularly drawn to Expedia Cruises for the extensive resources they offer. The marketing, technology, training and operations support has been instrumental in the growth and success of our Centers. Over the years, we’ve grown from a small operation into something much bigger, allowing us to stay ahead of trends and be a part of a larger, supportive network.
What characteristics make you a successful advisor?
A successful advisor has a deep passion for and genuine interest in travel, and this has always been my mindset. When hiring for my Centers, I look for individuals who possess extensive knowledge of destinations and travel, coupled with exceptional interpersonal skills. It’s essential to be able to connect with clients personally to understand their unique needs and preferences. I strive to emulate these qualities daily as I feel leading by example is very important.
I also prioritize adaptability and a proactive approach to problem solving, recognizing that these skills are vital in an ever-evolving industry. Another key element I feel has made me a successful travel advisor is my dedication to continuous learning and staying on top of industry trends – areas in which Expedia Cruises provides invaluable support.
What have been your greatest challenges?
Throughout my journey in the travel industry, I’ve faced several significant challenges, including continuous changes within the sector, the impact of Hurricane Maria and other natural disasters and the COVID-19 pandemic. The travel industry evolves rapidly, making it crucial to adapt rather than hesitate and resist changes. Being forward-thinking is essential as this industry, and our Centers, are constantly evolving and revising strategies to meet client preferences. All you can do is stay flexible, continue learning and be ready to pivot when necessary. This ensures that you can provide the best service to your clients, no matter what challenges arise.
What have your greatest accomplishments been?
Some of my greatest accomplishments stem from my team receiving recognition for their hard work. It’s always a great moment when our Center, and team, are recognized. For example, we received the Carnival Cruise Line 2019 Excellence Award and the Royal Caribbean 2023 Caribbean Partner of the Year. We’re also recognized as a top-producing Center within the Expedia Cruises network.
These awards and recognitions affirm our Center’s standing as a key player in the industry, especially as a Puerto Rican-owned franchise. While the awards are often based on sales performance, those sales are directly tied to client satisfaction. Recognitions such as these highlight our ability to exceed expectations, and although I have the honor of accepting the awards as the franchisee, they truly reflect the collective efforts of my dedicated team.
What tips can you provide advisors new to the industry?
For advisors new to the industry, my biggest tip is to strive for excellence in everything you do. Whether it’s learning the ins and outs of the business or building relationships with clients, set high standards for yourself. Train hard – soak up as much knowledge as possible, attend workshops and stay up-to-date on industry trends. Beyond training, it’s about putting in the work, showing up and consistently pushing yourself and the team to be better. And most importantly, have fun! When you love what you do, it shows in your work, and that passion is what will set you apart from the rest.
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