Agents Credit Success to MTravel.com (April, 2006 Travel Trade)
By George Dooley - April 2006
Supplement to Travel Trade
One of they key advantages of successful Host agencies is their ability to provide a professional framework for a diversity of independent Home Based agents who are often breaking new ground in developing business models that work.
In the case of MTravel.com, the independent agent unit of Montrose Travel, Montrose, CA, agents of all kinds and specializations can be accommodated and supported. With sales of $100 million and over 100 Independent Agents in its network, Montrose is one of the 50 largest agencies in the U.S.
Two examples of diverse but successful Independent MTravel.com agents are Lori Pelentay, owner of Kensington Cruises, Kensington, CA, who specializes in cruise sales, and Cathy Nilsen, owner of Direct Access, Montrose, CA, who specializes in corporate travel.
Both are Independent Agents with substantial experience and a track record of success. Both believe that successful Home Based travel agents must be focused on delivering outstanding client services while developing special competencies - all backed by a strong Host agency.
Nilsen is an Independent Agent affiliated with MTravel.com - the Independent agent arm of Montrose Travel - and for the past 20 years has built a thriving business serving the entertainment industry with diverse travel services.
With sales of $3 to $3.5 million last year, Nilsen has a business that many full service agencies might envy. From one perspective, she is an Independent agent serving corporate clients parallel to a travel management company.
“We receive tremendous support from MTravel/Montrose as our Host including staff and technology support. This helps us service very demanding clients who want value and accountability for their travel dollars,” Nilsen said.
Nilsen has two Independent agents working with her and unlike many Home Based agents, works from MTravel’s headquarters where she has an office. She believes this has lots of advantages that other Independent agents should consider - including daily access to other professionals.
Being Home Based can lead to isolation from clients, said Nilsen, who estimates that thousands of “Home Based” agents are working in their Host agencies’ offices.
It’s less a question of where you work than your drive, ambition and commitment to the client, Nilsen said, She serves corporate clients, as well as individuals and families. Services run a gamut from air and hotels to limos and reservations - providing a one-stop travel service.
Demand has been strong enough to warrant Nilsen working with another London-based agent who handles arrangements in Europe. Nilsen splits commissions with MTravel.com and uses MTravel resources, including its ARC appointment.Nilsen also benefits from Montrose Travel’s buying clout and solid relationship with industry suppliers, she noted, giving Access Travel real clout. “The travel business is increasingly competitive in terms of both service quality and price and our affiliation with Montrose gives us resources clients expect.”
In Nilsen’s case, this includes technology, such as back office accounting systems, customer relations management (CRM) tools and client reporting systems that show clients that Access Travel is delivering value for their travel dollar.Lori Pelentay agrees and believes that MTravel.com offers outstanding support for professional agents, including Web sites that allow clients to research and book online. Pelentay believes MTravel offers her and other MTravel.com agents a distinct competitive advantage.
Specializing in cruise sales, Pelentay is Home Based and part-time with two children to raise. She began her career with Princess Cruises in 1984 and today sells all cruise lines to worldwide destinations. “The cruise industry is what I know and love, ” she said.
Pelentay does not advertise and estimates that 95% of her business is referred to her by satisfied clients. She has a national clientele.
On a part-time basis, she took in over $50,000 in gross commissions last year. Pelentay also gives high marks to cruise lines for the quality of their consumer advertising and for delivering on clients’ on-board expectations.
“Cruise selling agents have a superb product to sell and can deliver real value for the price. I can only see more growth ahead and increased demand from consumers. There are tremendous selling opportunities - from Yangtze River cruises to Europe, the Mediterranean, South America and Antarctica. Soft adventure travel demand is exploding.”
Home Based agents are earning the respect of cruise lines, Pelentay believes, because they deliver results. She also commends the efforts of Joanie Ogg, CTC, president of NACTA, for her advice, counsel and advocacy of Home Based agents.
Host Agencies like MTravel.com can deliver an array of support - marketing, management and technology - as needed by the Independent agent, Pelentay said. The savings on Web site design or E&O insurance pays for any fees involved. Another advantage is that if an Independent Agent is sick or traveling ,an MTravel.com staffer can intervene to aid the client.
Pelentay believes that successful Home Based travel agents must focus on delivering outstanding client services while developing special competencies - all backed by a strong Host agency. “Successful agents listen to their clients and as CLIA says, understand their needs and qualify them,” she pointed out.
Pelentay and Nilsen agree that the travel industry is changing and that Home Based Independent agents and Host agencies will be in the forefront of these changes. They also agree that the financial integrity and management quality of Montrose Travel is a decisive advantage to them as is the range of professional services and personalized support Montrose offers.
