Travel agent Penny Stansfield from TravelManagers would keep telling people “I don’t know what I want to do when I grow up”, but after 20+ years in the travel industry, she thinks she has finally worked it out – She loves what she does!
Find out what Penny had to say about the job she loves and the industry in this week’s Talking Travel.
What does your job involve?
Where do I start? Everything from inception and design of personalised getaways, to the welcome home email upon my clients’ return. I book all facets of my clients’ journey, from insurance to car hire, cruising, tours, hotels, transfers, specialty dinners you name it! I am with them 24/7 when they travel and only a phone call/sms away in an emergency. To sum it up – tailor-made travel.
How have you tackled the difficulties caused by COVID-19?
I have stuck to my routine, albeit a new routine of undoing rather than doing. I have remained in constant contact with my clients, positive, and committed to travel — the industry that I love! I have also managed to increase my domestic sales, as I have always been predominantly international. Not a conscious choice, just life and the traveller’s pattern of seeking out a travel PA for all things abroad.
What do you enjoy most about your profession?
I have always worked in customer service based industries, and I love travel. While it’s hard work and long hours in my own business, for me it doesn’t feel like work. I absolutely love designing the perfect getaway for clients. People often ask if it’s depressing to always be working on travel itineraries – not at all! It’s more like playing for me than actual work. Think about it – as I sit here putting together getaways for foreign cities and adventures, it takes me away mentally on these fabulous journeys. My job entails researching – whether it’s for the most ideal way around the world to tick off bucket list items, or the perfect mountain retreat, hideaway, secluded beach or idyllic table at a romantic restaurant on a cliff facing a spectacular view halfway round the world… have I taken you there? Can you see it in your mind? See! It’s amazing!
What are the biggest challenges for you in your profession (outside of COVID-19)?
Making people understand I am a PA for all their travel needs and I don’t cost them anything! Who doesn’t love a complimentary PA? I do not charge fees as I am paid on commission so I get to do all the work for you and you don’t have to pay me! I save you all those hours trawling the internet and no, I am not more expensive. In fact, usually cheaper as I can source hotels etc from various suppliers. Not to mention I discount my repeat clients wherever possible!
What do you think are the biggest challenges the industry faces?
The uncertainty. Situations out of our control ie worldwide catastrophes be it weather or pandemics.
What do you think will be the biggest game changer in the travel industry in the next 12 months’?
More people will work with a travel agent as they have come to understand our important role in times like these. Even friends who would say “I simply book my holiday online’ have now regretted not using a travel agent and therefore having the support of their agent in times of need.
What destination/travel trend do you think is the next big thing?
For me, cruising has picked up – yes that’s right – cruising! When I say that people ask how on earth they’d get back on a cruise after the pandemic. Die hard cruisers aren’t scared off at all. Although covid-19 has meant staying close to home, for now for my clients as each bubble opens it means a more localised travel than the big overseas adventures I have specialised in my 20+ years in the industry.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
Education is key — whether it’s to be more mindful of the places we visit, or to give back to these destinations. Respecting our fellow man, their cultures and more importantly, our place on this planet. We really do need to up our game on the footprint we are leaving on the planet. For me, I like to visit a church or organisation and make a donation or offer assistance when I travel. I talk about my experiences with my clients and hope I instil a sense of doing the same when they’re away. On a hygiene level, my husband used to laugh at me whenever I used to wipe down surfaces when we travelled . I always wiped down where I sat, be it an airport cafe/lounge or airplane seat….. he doesn’t mock me anymore! I always gave my clients hygiene wipes, among other things in their travel packs so not much will change in my workplace/work habits, that’s for sure.
Who inspires you most and why?
My parents. My dad left his hometown in northern Greece, adventure-bound for a foreign land he knew nothing of — not even the language! My mum left her Greek island also bound for Australia a couple of years later. They took on the adventure and it has always inspired me to do the same!
What is your must pack travel item(s)?
My hair straightener — don’t judge….. I become like Monica from the TV series ‘Friends’ when she heads to the Bahamas… humidity is not my friend hahaha
Who would you invite on your next holiday if you could choose anyone and where would you go?
I would take my travel colleagues and the skiing industry to Greece to ski! Greece has 26 ski fields and yet no-one knows about it! Mt Parnassos is not just for story books and movies – it’s real and the Mykonos of the winter!
Contact Email – penny.stansfield@travelmanagers.com.au
