American Express Travel put to the test

Anyone reading the newspapers would know it’s been a testing time for the travel industry.

September 11, SARS and the war in Iraq have taken their toll on the travelling public, airlines and travel agencies.

Responding to change

American Express Travel in New Zealand has taken these tests in its stride—thanks in part to an education and training programme through Industry Training.

“We’re developing the best-trained travel team in the industry,” says Training Manager Andrea Lander.

It’s taken less than two years to get every consultant qualified to a national level.

“We’ve got some very experienced consultants. Some have been in the industry for 20 years or so—but they didn’t have formal qualifications,” says Andrea.

Now every consultant has achieved, or is on track to achieving, the National Certificate in Travel Level 3 and 4.

American Express Travel was introduced to the qualifications by the Aviation Tourism and Travel Training Organisation (ATTTO)—which has helped support the training programmes.

Recognising experience

“The magic thing about Industry Training is that our consultants get credit for their skills and knowledge built up over the years on the job. That’s been a huge boost for many of them,” says Andrea.

There’s a new sense of personal and company pride as consultants achieve credits towards their certificates.

And that’s helped build a strong team culture.

Retention improved

Retention rates are up: “Two years ago our staff turnover was like any other travel agency. But today things are quite different. In the last 12 months, we’ve had only one consultant leave to go to another consultant job,” says Andrea.

The competitive edge

“We provide better service if we’ve got the expertise of staff who have been part of our team for some time.”

Having the best qualified travel team in the industry gives American Express Travel a competitive edge.

“We can market our skills and qualifications when we are tendering for new accounts, and to retain existing business.”

Andrea reflects on the other gains.

While others have been laying people off, and cutting down to four day weeks, American Express Travel hasn’t.

“The Industry Training was an opportunity to use the down time from September 11 and SARs to invest in the team,” says Andrea.

Happy team equals better productivity

The education has helped develop the skills of the consultants and that’s enhanced their career prospects as well.

“The team is happy. That increases productivity and improves customer service.

“It gives customers more confidence in our expertise and advice.

“And that gives them more reason to book through us,” says Andrea.