A 2 minute chat with a winning Canadian travel agent who loves the biz—and it shows. Open Jaw recently chatted with Wendy Lanphear, Manager of Product and Promotion at Jubilee Travel in Burnaby, BC
Wendy and her husband on their honeymoon in Hawaii
How long have you been in the business? I joined Jubilee from high school – I’ve been here 12 years in all.
Why did you want to get into the travel business? I wanted to be an accountant, and in Grade 11 the accounting class was full - all that was available was tourism. But as soon as I came to Jubilee Travel for my practicum I knew I wanted to be a travel agent.
What was your first day like? I typed labels for clients’ files - and went home with a purse full of incorrect labels as I didn’t want the others find them in the garbage!
What’s your role now at Jubilee? I oversee making the company run smoothly as far as technical “stuff,” and I also supply the staff with the correct info from every tour operator. We are 25 in all, including the owner Claire Newell.
Has the Harmony closure affected you? We were a big supporter of Harmony and so saddened…they were the main Hawaii airline for us. Unfortunately, with the closure of Canada 3000, we had practice handling it.
How many hours per week do you work? Officially? 30. Realistically? Maybe 50. But I love coming to work every day. I love the company I work for.
What drives you crazy? Incompetence. And thinking inside the box.
Any time management strategies? (laughs) If you could only see my desk….
What do you see as the up and coming leisure destination? From the west, more direct service into the Caribbean. Plus Southeast Asia is a great destination.
What was the best piece of advice you ever received? “Good employees work for good employers.”
If you weren’t doing this what would you be doing? I don’t know! Hopefully not being an accountant!
What do you do to keep your clients loyal? Listen to clients. Qualify them and make sure we are really hearing and understanding them. Don’t be afraid to be honest with the client - if you don’t know the answer, tell them you’ll find out.
© Open Jaw