Travel Agents

“I’m obsessed with my staff” Penny Spencer talks change management and productivity

Ali Coulton

You may have already heard, but Spencer Travel has recently moved offices after almost 20 years in Surry Hills.

For Managing Director and Founder of the Spencer Group of Companies, Penny Spencer, the move to its swanky new digs in Mascot reflects the growth of the company.

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Spencer said it represents the company’s ability to manage change, whether it be moving after 20 years or managing the day to day shifts and challenges presented by the constantly evolving travel industry.

We spoke with Spencer about the move and how important managing change is for business growth.

“Einstein once said, ‘Life is like riding a bicycle. To keep your balance, you must keep moving’,” Spencer said.

“As our industry evolves, as our clients and their needs change, we just keep moving. Honestly, sometimes it feels like we adjust daily.”

Spencer told us the Spencer Group is constantly looking for new ways to do business; especially from a productivity point of view.

“We have implemented a rather clever quality-assurance platform that ensures everything (and I mean everything) is correct in a booking. It also keeps an electronic eye out for cheaper fares and wait-list clearances,” Spencer told us.

“These are the kind of menial, time-intensive tasks that our tech frees our brilliant people from, allowing them to be more productive and available to their clients.”

Not to mention, the fantastic safety perks travel tech can also provide.

“We have deployed brilliant, interactive tech that gives clients access to everything on their phones wherever they are.”

“It also enables us to geo-locate our clients wherever they are, which is our primary duty-of-care responsibility and absolutely essential in any crisis or emergency. Keeping people safe is our no. 1 priority.”

As for the move, Spencer also saw it as a way to reward her dedicated staff.

“Whilst we’re obsessed with our customers, I’m obsessed with my staff and ensuring that their experience of working in a Spencer business is a positive one. Engaged staff are committed staff.”

“Our new office space is partially a response to that. They dedicate a lot of their time to my businesses, that time should be as positive as possible.”


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