How New Travel Agents Multi-Task and Sell

As a child in his native country of Colombia, Carlos Castro always dreamed of traveling the world and experiencing different cultures, sights, food and local music.

“I had a strong interest in and passion for the travel industry and wanted to learn about it,” said Castro, a travel research specialist with Bayside Travel, a Virtuoso Agency in Bronxville, New York.

After completing an internship program at the Federal Aviation Administration Building at JFK Airport, Castro registered for travel school. There he assisted human resources staff and learned about civil aviation and the complex air traffic control system.

“After travel school, I started as an air agent and, from that point, I worked my way up to tour operators like Trafalgar Tours and GOGO Worldwide Vacations,” said Castro, who now books leisure travel at Bayside.

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As a travel advisor, he said that his specialty lies in creating family trips that are truly unique.

“I enjoy designing experiences that clients can't find online or plan themselves,” he said. “I love to match clients with destinations that they never considered but that I know will be perfect. I am certified in dozens of different programs, and a specialist for many destinations including Mexico, Panama, Cayman Islands, Dominican Republic and Costa Rica. These certifications and specializations allow me to fully understand these destinations and help clients decide which location is the best fit for their next trip.”

He remembers one particular couple who was struggling with finding a destination for their honeymoon.

“I listened to their needs and likes and dislikes and then quickly steered them in the right direction to a trip that suited their needs – Mexico,” he said.

“Despite their initial doubts, I explained more of what Mexico has to offer since I have stayed at many of the properties there. I shared multiple possibilities for resorts and excursions to take during their stay. They followed my advice and had a wonderful time. I showed great attention to detail, keeping in regular contact with them to make sure that everything went smoothly.”

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As a travel advisor, Castro said he is always ready to alleviate a client’s stress: “My favorite story was when I had one of my clients call me from the taxi to say: ‘I'm going to miss my flight, I don't think I'm going to make it! What can you do?'

"I immediately contacted the airline and explained the situation. I was able to re-accommodate them without any fees on another flight within an hour. The client was so thrilled that I was able to handle this so quickly and that I saved her money on change fees.”

As a result, Castro got exactly what travel agents hope for – the client booked more trips and referred clients to him.

“I truly believe service is what the travel agency provides that makes us viable today,” he said.

After 19 years in business, Castro recognizes several obstacles that are facing those in the industry.

“The high threat of terrorism, the outbreak and rapid transmission of the Zika virus, and the uncertainty of the global economy are just a selection of problems that world travel companies are facing today,” he said.

“As well, over the years as online booking websites have become more popular, old-school travel agents have diminished in importance—9/11 and the recession didn’t help either. All those sites have made it easy for travelers to cut out the travel agent and plan their own trips by booking directly with airlines and hotels.”

Castro said the solution is up to the travel agents to communicate to the public the many advantages of working with them over an OTA, including expertise, value and connections.

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For those who want to become a travel agent, he suggests that you learn how to multitask.

“It's important that you are a strong multi-tasker who can listen to client requests, manage their travel plans and suggest travel options that will best suit their needs,” he said. “You'll also need to have strong sales skills, as much of your success will be determined by the travel sales you secure.”

When he’s not working, Castro's favorite places to travel are warm and exotic destinations: “I will definitely go back to Cuba, Panama, and Canada; they are all amazing destinations."

His first trip to Cuba made an impression on him, so just recently he had the opportunity to return to the island this past September.

“I immersed myself in the culture and diversity of the island and visited a town in the Cuban countryside called Viñales," he said. "During my most recent trip was to the Cayman Islands, I enjoyed the beaches and all of the wonderful places. I got to visit the manta rays in Stingray City, see Pedro St. James Castle and go to Rum Point. There are great dining options on the islands, and the people were warm and welcoming.”