Of all the industries affected by COVID-19, travel and tourism arguably weathered the greatest storm: mass redundancies were witnessed as airlines were grounded, revenue dropped to historical lows, and institutions shuttered parts of their business (case in point: Lonely Planet, who ceased the publication of their monthly magazines, much to the dismay of readers who needed nothing more than a sense of escapism). Outside of healthcare, tourism could perhaps be considered one of the most unnerving sectors to be in between 2020 and now…but the industry is certainly resilient, and one set to reap major rewards as travel continues to change and reshape.

It may seem hyperbolic, but travel agents are needed now more than ever. From curating memorable trips with unrivalled industry expertise to truly understanding client requirements and needs, travel agents offer that human touch that travellers just can't find elsewhere.

This pragmatism was witnessed on a comparably smaller scale back in 2010, when Iceland’s Eyjafjallajokull volcano cast a plume of ash across Europe: those of us around at the time will remember of chaos of telephones ringing off the hook as more than 10 million passengers worldwide responded to the confusion of flights being cancelled and accommodation options appearing out of reach.

As travellers struggled against a feeling of helplessness, industry experts were hard at work conjuring up solutions to the disruption; and when solutions were impossible, agents were quick to assist their clients in making sense of their insurance, fighting their corner in name of ‘force majeure’.

But like we mentioned: the travel industry is resilient. And naturally, in order to garner the benefits of recovery, all agents must be equipped with the skills and knowledge required to make the most of the industry landscape as it stands.

Read on to discover the top skills travel agents need to succeed to tackle the future of travel.

SOCIAL SKILLS

The constant forging of new travel technology puts travel agents in the unique position of catering to both sides of a social spectrum: those who are eager to enter an agency environment are welcomed with open arms, while those who are still a little nervous about sitting in an office full of strangers are increasingly being offered an alternative - face-to-face consultations which take place entirely online.

While it’s true that travellers of the recent past had felt at ease with making their own bookings from start to finish, many are now inspired a need to seek out a helping hand. Travellers are less confident about handling the caveats of bookings, so leading with a friendly (online) face will likely put your digital customers at ease.

We’re not saying to take your entire process to FaceTime, but where possible, we would recommend that you make yourself available for a quick video chat. It’s much easier to show enthusiasm for a destination when you’re able to be expressive, and you’re more likely to build a warm bond with your customers in this way…after all, we all know how soulless emails can feel.

Speaking of building bonds, there is something to be said about the power of social media and its ability to break down walls. Take Instagram, for example: many agents have utilised the platform to empathise with their clients and responding in real-time to their followers.

Top tip: if you’re going to use Instagram, keep a keen eye on trending hashtag such as #travelpassport, #goexplore and #postcardsfromtheworld - you never know, your future clients may just be watching.

DIGITAL SKILLS

We’ve already touched on digital skills, but owing to the constant development of our online world, it is vital that agents expand their artillery. From broader skills such as marketing (via Facebook, Instagram and Google, to name but a few channels) to specialist tools, the pandemic has shown that digital platforms are more than a minor part of your business.

Here at Bedsonline, we’ve utilised our knowledge of the digital landscape to create a tool designed to skyrocket your stock as an agent.

Insights is a powerful search and recommendation tool which uses data intelligence to ensure that you’re promoting the most in-demand destinations and products at the right time, enabling you to capitalise on demand and maximise your bookings and delighting your customers in the process.

Insights offers tailored destination recommendations based on real-time global data, historical booking data, search data, and an awareness of seasonality. This means that when you log in, you can receive personalised recommendations based on the destinations and experiences most likely to resonate with your specific market - what more could you want, when considering how to ensure your services hit the mark for your customers?

Discover more about the valuable features of Insights with our introductory article here!

INDUSTRY SKILLS

Some of the most important travel agent skills and qualities are, and likely always will be, the ability to remain attuned to goings-on across the industry. For example, domestic travel in the US has seen a dramatic increase in the last few years, cultural experiences are king, and sustainability is now a key requirement for 87% of travellers. As we continue to navigate the way through a turbulent post-pandemic world, agents should seek anchorage in the form of well-rounded knowledge.

To touch again on Insights for a moment, our innovative tool allows agents to filter destinations out by domestic and international. What’s more, the tool also provides foresight on when destinations will be trending: say your customer is aiming to travel within the next three months, for example, Insights will show you which destinations are in-demand and are therefore an opportunity for you.

It’s also worthwhile sharpening your knowledge of complementary travel products: as we’ve already mentioned, today’s travellers are craving culture and experiences, which is excellent news for those of us (all of us!) who are keen to earn a little extra in the COVID era.

The Star Brochure - our digital travel brochure - will help you expand your knowledge, and your portfolio, by showcasing a plethora of activities, excursions, transfers and more in 170+ destinations around the world. All that’s left for you to do is to play matchmaker between our top picks and your customers.

Discover more about the time-saving, booking-boosting Star Brochure here!

Elsewhere, we would advise keeping up to date with cancellation fees, change fees and so forth – not only will your forward-thinking aid positive agent-client relationships, but you’ll cut back on time and stress by being prepared.

Top tip: why not consider adding FAQs to your email signatures? This will help you streamline the customer service side of your operations, granting you more time to monitor the industry and to tailor your services accordingly.

INDIVIDUAL STRENGTH

A major but criminally underrated skill is, simply put, self-belief. 

No number of hours spent watching the news or scouring Google for the latest travel updates will compare to the insider knowledge and expertise of an agent: customers just do not have the insight or the resources to keep up with travel trends, nor do they have the valuable relationship with airlines, hoteliers and tour operators that you’re likely have.

This also brings us full-circle to the point we made earlier about resilience, as when times get hard, travel agents are not ones to shy away. Aside from turning dreams into a reality, the most important job of a travel agent is to put their clients at ease…which can often feel like a tall order.

Becoming a travel agent is no easy feat, but you’re here – and you can handle anything the industry (and its outside influences) throws at you.

What's more, here at Bedsonline, we're here to support you every step of the way. Working with a travel partner can offer opportunities you won't find elsewhere that allow you to expand your business even further.