“I’m going to empower”: Kaylene Shuttlewood on her plan for the Travel Counsellors
Over the weekend, we had the pleasure of attending the Travel Counsellors conference in sunny Cairns!
And let us tell you, we are just giddy with energy and inspiration, which is saying something because usually come Monday morning, the only thing we’re giddy with is a caffeine high and a mild hangover.
For those of you who don’t know, the Travel Counsellors Conference is held annually to give Travel Counsellors (TCs) the opportunity to celebrate their success and build upon their knowledge.
This year they were inspired by the wise words of seven-time world champion surfer, Layne Beachley, and author of Secrets for Business Success Cian McLoughlin.
They heard all about the tools and resources available to them through their online learning portal, COACH, as well as latest technology the company offers them including upgrades to their in-house booking system, Phenix, a rundown of how the TC app works and how to successfully market their business.
Not to mention all the amazing holidays that were up for grabs, the fantastic pow-wow session that allowed them to catch up with their suppliers and the social events that gave them the opportunity to kick up their heels with fellow TCs.
We witnessed many a tearful reunion in the hotel lobby and plenty of great dance move on display at the Gala Awards night, where the head office staff were able to recognise and reward all the fabulous achievements of the TCs.
This year the conference was also a chance for TCs to say goodbye to their previous regional general manager, Fred Van Eijk, and become acquainted with incoming GM, the wonderful Kaylene Shuttlewood!
Shuttlewood outlined her goals and plans for the company and made a firm commitment to her TCs.
“I’m going to empower our team to do their job, to make decisions, to get things done and to be proactive.”
“I’m going to lead by example, I’ll roll up my sleeves, I’ll work hard, I’ll be tenacious, offer commitment and loyalty.”
“I want to work hard with our TCs, it’s the foundation of our business, I want to ensure you have the right tools, the right support services that you can make your business a success.”
Shuttlewood is already an industry veteran, having held senior positions in the UK, Australia and USA, with previous roles including Head of Affiliate at Helloworld and Director of Air Product for Stella Travel Group, and General Manager Air Tickets.
We managed to catch up with her in between the fantastic conference session and scrumptious meal breaks.
Shuttlewood told us the reason she decided to take her new position in the Travel Counsellors was two-fold:
“There was the culture of the organisation, which is it’s truly unique. My challenge now is to make sure I can replicate that in head office,” she told us.
“And the second one was the tech. I’ve got a really strong technology background and a really strong understanding of how it can be used to improve a business and to add value to that personal touch, not replace it.”
As for the conference, Shuttlewood said that it is a crucial aspect of the home based travel agent business model.
“[Many TCs] are working remotely or working on their own and because of the remoteness they can’t go to an event or a suppliers conference so this is a fantastic opportunity for them to meet all the suppliers which is why we did the pow-wow yesterday,” she said.
“It’s also a great opportunity to build friendships, the TCs, they really want to help each other.”
“Something that I’ve been really noticing is that there is absolutely no competitiveness between the TCs.”
“It’s about their own referrals and their own database so that’s been really nice to see.”
“They are just so open to helping someone else because it’s their own business. I think that’s the key for the conference.”
“For us, it’s a lot more personal, it’s a lot more bespoke, and it’s about having that relationship with our customer throughout the journey, throughout their whole life.”
Email the Travel Weekly team at traveldesk@travelweekly.com.au
fred van Eijk kaylene shuttlewood travel counsellors Travel Counsellors conferenceLatest News
The Walshe Group Announces Two Key Appointments
What we really want to know is whether they got joint or separate welcome parties.
FAMIL: Agents explore the delights of Mauritius on 7-day tour
Go green with envy as you read this fabulous itinerary! Time to book that second honeymoon.
Hamad International recognised as world’s best airport at 2024 Skytrax World Airport Awards
Hamad airport is so good it is almost considered a destination in itself. Ballina, up your game.
Saudi Arabia highlights tourism investment opportunities at global investment event
Now is the time to start looking at Saudi Arabia if you are not already. There's big things to come.
“Rampant” – Aussies warned as dengue fever cases spike in Bali
Worried about Bali belly? Now you have something else to worry about.
TTC Tour Brand reveals slew of deals across operators including Trafalgar and Contiki
Everybody loves a bargain and you could do lot a lot worse than check out these deals from TTC!
Fiji Airways partners with Porter Airlines in US growth bid
Any initiative that gets more people visiting the delights of Fiji is a good initiative.
Flight Centre launches CruiseHQ – a marketplace exclusively for agents
The cruise industry has surpassed pre-Covid levels so this isn't one to miss!
Feeling festive? Wendy Wu tours unwraps Christmas collection
Get the Christmas hols booked now and avoid spending it with that elderly relative with dubious political views.
OPINION: In a world of screens, we crave experience
If you get feelings of deep shame and regret when you see your screen time, don't worry - you're not alone.
Sun Princess: High-end dining and world class entertainment awaits
If you are a foodie and you are not currently on the Sun Princess, we really have to ask - what are you doing?
YouGov: 2 in 5 Aussies would pay more for a sustainable hotel
If you want to be REALLY sustainable you can go camping. You just might lose the will to live.
“Can planes swim?” – Planes become boats as Dubai Airport is savaged by severe storm
Unfortunately, "can planes swim?" is a real life question and not an opener to a really bad joke...
Explora journeys reveals bespoke outdoor furniture designed by Matteo Nunziati
This is making your plastic table and chairs look really bad now, isn't it?
Bangkok Airways targets growth with renewed Sabre deal
Two stories abut Sabre's growth in one week and its only Wednesday! Watchout world.
PR agency Example wins pitch for InterContinental Sydney
We also went in for the contract but they said that a 'Be Our Guest'- themed TikTok was unoriginal! The cheek.
Norwegian Cruise Line reveals culinary experience aboard Norwegian Aqua
Once again, this TW journalist REALLY regrets writing this before getting lunch.
Signature Queensland hosts luxury tourism event
Known for its tropical beaches and unique wildlife, Queensland also offers luxury.
Capella Sydney recognised in prestigious Travel + Leisure’s 2024 ‘it list’ of best new hotels
You know that 'it girl' at school who everyone wanted to hang out with? Capella is the hotel version of that.
Rex launches 72-hour fare sale with NO school holiday blackout so you can take your kids (if you want to)
Sadly, leaving your children at home whilst you go on holiday is generally frowned upon.
Adventure World offers chance to connect with “heart and soul” of the US
I mean who hasn't dreamed of a road trip around the US?! Go with Adventure World and you're less likely to get lost.
Fiji’s family-owned luxury resort Likuliku Lagoon launches its own app
We were relieved to find out that having a "concierge in your pocket" referred to an app on your phone.
Hawaii: The US’ laid-back front door for Australians
If you needed another sign that you should definitely head to Hawaii - this is it!
Sabre targets Asia Pacific growth with latest hire
Call the Avengers! Sabre continues its bid for world domination with latest hire.
Air New Zealand signs its largest EVER deal for sustainable aviation fuel
Air New Zealand makes huge step towards sustainable travel. We bet it recycles its rubbish properly too.
IHG Hotels & Resorts continues regional growth with Sunshine Coast Holiday Inn
This Holiday Inn looks considerably flashier than some of the ones we have stayed at in our time.
Budget carrier Scoot welcomes first of 9 E190-E2 aircrafts
Here at TW we would like to offer Embraer E190-E2 a warm welcome! It's not easy being the first of the fleet.
Singapore Airlines grows group passenger traffic by 13.9% for March
This is one of the few situations where an increase in traffic is a good thing.
Number of Aussies going on cruises beats pre-pandemic levels
To be honest, if being stuck inside for two years doesn't give you the travel bug, then nothing will.
Vietjet slashes prices on flights across Vietnam, India & Australia
You can now fly to Vietnam for less money than a night out in Sydney or Melbourne. Time to reconsider the budget.
The Australian Hotels Association (WA) names accommodation excellence award winners
Think blowing up the airbed for your mate qualifies as accommodation excellence? Think again.
Abercrombie & Kent launches Peruvian riverboat tour
If you think being left at a port is scary? Imagine being stuck in the Amazon.
Club Med Bali reveals last-minute group travel deal
If you haven't frolicked across a beach in Bali with your colleagues have you even lived?
Regent Seven Seas Cruises grows sales team across Australia & New Zealand
It is only Monday and Regent Seven Seas Cruises is already announcing hires. Great stuff!
Out of the Ordinary Outback offers caravanners and campers a free night
It's the perfect getaway if your neighbours are starting to drive you a little insane.
Luxury Escapes reveals third signature series tour with Miguel Maestre
We would recommend reading this after lunch, otherwise you risk slobbering at your desk.