Travel agency manager
Travel agency managers work in retail travel outlets which promote and sell holidays and travel related products. Travel agencies range from small independent businesses to large chains. Some specialise in business travel while others have detailed knowledge of specific locations or travel products.
Responsibilities for managers vary depending on the size of the organisation and the customer base but will usually include sales development, staff and financial management, and daily operational management.
Travel agency managers must be able to offer specialist, professional and competitive travel products to meet the demands of the travel market, which includes online bookings and tailor-made trips.
All managers are responsible for developing strategies to hit or exceed sales targets, regardless of the size of the outlet or products offered. Depending on the size of the company and the specific managerial role, tasks could include:
Whilst online bookings have opened up opportunities for home-based self-employment and can reduce the numbers of staff in retail outlets, the majority of managers still deal with staffing issues as a large part of their role. Following the collapse of some holiday airlines, there is evidence of customers returning to travel agents for more peace of mind rather than booking on their own.
Tasks concerning the management of travel agency staff typically involve:
A degree, HND or foundation degree is not generally required for entry into the profession, however subjects covering travel, business and management modules are useful, in particular those which have involved a practical work placement. A small number of companies prefer entrants to be graduates. The following subjects may increase your chances:
HND/foundation degree holders are at no disadvantage when compared to graduates as employers also look for relevant managerial or travel-related experience.
Entry into a retail travel agency without a higher education qualification is commonly possible, and graduates/Diplomates are not normally fast-tracked into a branch management role. Companies with graduate recruitment schemes, such as TUI, expect you to follow a specific programme in your preferred area of the business. During this time, you may get placed in a retail travel agency but ultimately will be working in a specific business function. This tends to be at head office or other relevant locations - even overseas.
Vacation or temporary work experience in a sales environment as well as experience of foreign travel (e.g. as part of a gap year or summer placement) will enhance applications. The ability to communicate effectively in different languages is also very helpful.
Candidates also need to show evidence of the following:
Relevant management experience in other areas of the leisure or tourism industry, such as hotels or airlines, is likely to increase your chances. Specific functional experience, perhaps in a marketing, sales, retail or IT role, may also be advantageous. Once relevant experience has been gained within a travel agency management capacity, competition for managerial posts is less severe.
Potential managers must also be able to demonstrate an awareness of some of the main trends in travel. This incorporates the demand for tailor-made holidays. There is also more industry and consumer awareness of sustainable tourism, including projects which look at the economic and environmental impacts of tourism. Of course, knowledge of popular and upcoming destinations is also important.
For more information, see work experience and internships and search courses and research.
Training is mainly on the job; however large companies may provide off-site training, some of which may be residential.
City & Guilds offers a number of qualifications relevant to the travel industry. Some of these are available through distance learning. There is also an International Air Transportation Association (IATA) Stepping into Management course which is part of their Travel and Tourism Training Programme. NVQs and SVQs are offered at different levels, which include courses relevant to managers or potential managers.
Initial training will depend on the amount of relevant prior experience gained in a retail or sales setting. Industry-specific training will occupy the early stages and may include travelling abroad or to other parts of the UK, as well as training in sales areas such as insurance and online booking systems. Skills such as payroll matters can be learnt on the job, as can some management skills such as dealing with staff grievances. Training in these areas may be provided as part of the handover from the departing manager.
Continuous professional development (CPD) is encouraged through an industry-standard scheme developed by the Association of British Travel Agents (ABTA) in association with the Institute of Travel and Tourism (ITT) and People 1st . The Accredited Travel Professional scheme (ATP) recognises the qualifications and experience of those working in the travel industry and aims to promote active learning, career progression and increased employability.
Generally, the role of a travel agency manager offers a lot of scope for variety and progression. In larger companies, this may mean moving up the management ladder to area manager roles or to another specific area of the business such as PR, human resources or marketing. Many large tourism companies now have their own brands incorporating everything from hotels to airlines, and it may be possible to move within these areas as well.
It may be necessary to relocate to gain promotion, especially when working for larger companies. However, the high street presence of major travel agencies should provide the opportunity to stay near chosen regions.
If a role is held in a smaller, independent company it may be necessary to move to another company in order to seek promotion. However, the specialist knowledge gained through working in a niche area may facilitate a move in a new career direction. By specialising in a few chosen destinations, opportunities may also arise to relocate or spend time working abroad where links may be forged with travel partners overseas.
Typically, a new entrant without experience would need to gain two to three years' experience as a sales consultant before being able to apply for a team leader position, and a further two to three years before applying for branch management roles. Retention of staff can be a real difficulty, however, and travel consultants especially tend to move around firms when starting out. This means staff may gain promotion quicker, but the learning curve is steep and responsibilities increase quickly. The larger, well-known companies would have an expectation that graduates would want to progress their career into management and can provide the training and motivation to achieve this.
Graduates may also be involved in staff training. This type of opportunity can provide the educational experience and skills necessary to enter areas such as tourism education. The experience gained as a travel agency manager also opens up opportunities in the wider tourism industry including hotels, airlines and leisure facilities. For those managers possessing a degree, there are a range of postgraduate opportunities, including courses in leisure and business subjects.
Despite ongoing global economic turbulence, there still remains demand for all types of holidays with online bookings playing a significant role. Since the demise of some holiday airlines, the traditional package holiday - and therefore travel agencies - have received a renewed interest.
Most of the brand name travel agents are owned by a few large groups, made even larger in recent years by high profile mergers. However, there are a number of independent agencies, some small and some with branches throughout the UK, and other specialist agencies. Such travel agents may deal with particular destinations or products, for instance cooking holidays, sports activity breaks or niche locations.
There are also opportunities in all aspects of online travel management which are usually available for people with around three to five years' experience. This may mean relocating since operations will be based centrally. Check the Association of British Travel Agents (ABTA) website to find a list of members (including retail outlets and online companies) in the UK.
Self-employment is also possible, particularly when providing specialist travel options. The internet has opened up opportunities due to demand from people wanting more tailored holidays at the best prices. TV travel shops are another area of opportunity with several of the major travel agencies having their own satellite and cable TV channels. Given the right qualities, it is possible to diversify to other parts of the industry, such as airlines and airports.
Recruitment agencies sometimes have vacancies - see the Recruitment and Employment Confederation (REC) for contact details. It is also common to find vacancies on the websites of travel agencies, tour operators and professional associations such as the Association of British Travel Agents (ABTA) . Well-known online travel companies also advertise job opportunities from their websites. Travel and Hospitality Industry Digest (e-TID) offers subscription to a daily email service, which includes details of vacancies.
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