What The Traveling 1% Really Want From Tourism

The very rich are not only different from you and me (unless you happen to have a net worth of more than $50 million …and in that case, good on you), but, taking things a step further, they are very different from the pedestrian rich. Nowhere are those differences more apparent than in their travel habits.

Skift article here

Related: Luxury Travel Revenue Soars At Record Pace

Keywords

building your clientele   business opportunities   leisure travel   luxury market trends   luxury travel   research and trends   tourism   VIP service   wealthy clients   

 

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How Major Names Are Disrupting Luxury Travel

It used to be a luxury hotel company ran luxury hotels and a luxury cruise company operated luxury cruise ships. Not so anymore, and in an interesting turn of events, the two companies leading the change are not some millennial-led start-ups disrupting a market, but two of the most established players in their respective categories.

Forbes article here

Related: Business Travelers More Anxious About Security

Keywords

business trends   leisure travel   luxury hotels   luxury market trends   research and trends   

 

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Luxury Travel Market Soars On Longer Vacations

Luxury travel stays are increasingly longer in duration as travelers require more time to get to exotic locations. And that, in turn, is helping drive a continuing boom for indulgent vacations that go beyond the norm.

Travel Market Report article here

Keywords

business opportunities   leisure travel   luxury market trends   luxury travel   research and trends   VIP service   wealthy clients   

 

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Millennial Business Travelers Want Better Mobile Experiences

Millennials have quickly become a consumer group that corporate travel companies can no longer ignore. They now make up the largest generation in the US workforce, according to Pew Research Center analysis of US Census Bureau data, and they’re reshaping overarching trends in the workplace.

Skift article here

Keywords

building your clientele   business opportunities   business travel   business trends   corporate travel   industry trends   Millennials   mobile applications   mobile technology   research and trends   

 

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Windy City Limousine & Bus Wins “Best Of” Award

The Illinois Meetings and Events Magazine named Windy City Limousine and Bus “The Best Transportation Company in Illinois” on May 9. This was the eighth time in nine years WCL has won this honor.

“Our team works so hard on a daily basis to be the best. It is gratifying to see their efforts have been rewarded,” said Windy City President George Jacobs in a press release, 

Vice President Kathy Kahne credits the success of Windy City Limousine to its proven record of reliability and customer-first mentality. “People trust what we say,” she says. “If we tell you we’re going to do it, we do it.” The company’s fleet includes sedans, SUVs, vans, minicoaches, and 56-passenger motorcoaches. The diverse fleet and years of experience has created many achievements for the company:

• Official transportation company of the Chicago Cubs, Chicago Bulls, Chicago White Sox, and Chicago Bears.
• Named to the Inc. 500/5000 Fastest Growing Companies 5 times.
• Handled all transportation for The Oprah show for 15 years and many other Chicago based shows.
• Handled all major delegations during the NATO Summit in Chicago.

Source: Windy City press release

Related LCT article: Windy City Acquires Chicago Transportation Group

Keywords

Chicago operators   George Jacobs   honors and awards   Illinois operators   Windy City Limousine   

 

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Fugitaboutit! Operators Deal With New York City Traffic Woes

NEW YORK —Traffic congestion in Manhattan, surrounding boroughs and bordering states has always been a struggle for limousine operators to get from point A to Point B on time.  In terms of the worst traffic among U.S. big cities, New York ranks second behind Los Angeles. However,  LA’s renowned traffic congestion is more spread out via its extensive freeway systems compared to the compact city streets, tunnels, and bridges of Manhattan and the outer boroughs.

Compounding the situation, there are an estimated 50,000 licensed TNC cars that now prowl city streets. To put New York’s TNCs impact into perspective, over the last three years, those additional TNC vehicles have racked up over half a billion miles of driving throughout the city, adding to traffic woes and contributing to frequent  gridlock situation ,according to a  Feb 27, 2017 report, “Unsustainable? The Growth of App-Based Ride Services and Traffic, Travel and the Future of New York City,” conducted by Schaller Consulting, Brooklyn, N.Y. In fact, the survey points out that TNCs transported 15 million passengers per month in 2016 — nearly as many trips as served by the city’s 43,000 yellow cabs.

Further, the situation could get worse due to legislation signed into law April 10 that now allows TNCs to operate legally and freely throughout the state. Previously, only New York City allowed registered TNCs to operate within city limits.

In addition, TNCs have become the leading source of growth in non-(personal) auto travel in the city displacing the transit-oriented growth of the 1990’s through 2014. In short, people are opting to take a TNC rather than the subway or bus., creating a trifecta of increased congestion, more vehicle emissions and traffic safety…the side effects that the city and other major urban areas will have to deal with the surge of TNCs.

Operators who work Manhattan and the region are resigned to the fact that clogged highways, streets, bridges and tunnels are a way of life. “I can’t say I notice a difference one way or the other with additional TNC cars, but in this region, weather and public transportation disruptions cause the most problems,” commented Scott Greenwald, general manager and partner, AAA Worldwide Transportation, Clifton, N.J.

Rail delays have become commonplace for commuters, forcing them to drive as Amtrak, New Jersey Transit and the Long Island Rail Road are constantly trying to maintain an aging rail system that is in need of major repairs and upgrades. “You can feel the pain on the highways when Amtrak’s Northeast Corridor line is having issues,” noted Greenwald.

Always resourceful to make sure their serve their clients regardless of traffic, New York regional operators always have a Plan B in place. “The obvious is to  allow  plenty of time for a pick up and if there is a problem you need to rely on a strong network of partners that can help you out in a pinch,” explained Greenwald.  He added that during peak times he may stage chauffeurs at various locations during as backups.

Of course, wheeling and dealing with traffic has always been part of the deal for New York City regional operators. “Traffic is traffic,” said Charlie Gandolfo, president of Long Island-based Dynasty Limousine. “Some days it can take an hour to get to Manhattan and other days two to three hours,” he said, adding that dispatchers and chauffeurs always look to cut down on time by taking a different route or a tunnel that maybe knocks off 5 to 10 minutes, but “It is what it is—you just have to deal with it.”

Keywords

new jersey   New Jersey operators   NEW YORK   New York City   New York operators   regulatory enforcement   TNCs   traffic assessment   traffic jams   

 

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How To Create A Culture Of Employee Engagement

LAS VEGAS, Nev. — So you’ve got this one employee. He’s focused only on himself, does the bare minimum to get by, and could care less if he upsets one of your clients…yet you still hang on to him. Why? Because of how hard it is to find people who are at least semi-capable of doing what a chauffeur, dispatcher, or reservationist is required to do.

Mary Ann Sena-Edelen, vice president of diversity and inclusion for MGM Resorts, wants to remind you it doesn’t have to be this way. During her session at the International LCT Show, she discussed how to create a company culture that doesn’t breed this kind of staff member and how to weed out those who already exist so they don’t affect the employees who take pride in what they do.

Stop The Spread

Bad employees are similar to a virus: They spread negative attitudes. These are the staff members who come to work just because they know they have to. You are bound to have a few in anyone’s operation. The question is, how do you turn them into employees who come to work because they honestly enjoy what they do for a living?

“There’s only one way to guarantee your employees will deliver excellent service: You must lead by example,” Sena-Edelen said. Do you ask them about their day, home life, and other factors that affect their wellbeing and prove you really care? You can’t tell them to change their attitudes if you don’t make an effort to be exemplary yourself.

Engagement affects the success of your company — they’ve got to want to be there. “Leaders must be engaged in their employees in order for their employees to be engaged in their clients,” Sena-Edelen said. Give them a reason to want to stay, contribute, and help build your client base. “If it’s just a job, it doesn’t matter. Anyone can start their own business. There’s got to be a reason why they want to work for YOU.”

Steps To Take

You should take four steps to keep your employees engaged:

1. Hire for attitude (not just skill) and clarify your expectations early on
2. Be a role model for these expected behaviors
3. Provide them with opportunities to grow and develop as individuals and as a team
4. Ensure you properly recognize them for quality work and keep them accountable when they stray off the path (starting day one!)

The greatest piece of recognition you can give your best staff members is holding your others accountable. Make everyone want to be the one you’re talking about when you gush about excellent performance.

“The minute your employees feel like you care is when they will crawl through glass for you. That’s when they will show up on extra days for you,” Sena-Edelen said. 

— Lexi@LCTmag.com

Keys To Employee Engagement

Work Environment

• Stimulating and Supportive
• Encourages Innovation
• Recognition
• Appreciation

Personal Development

• Advancement Opportunities
• Tuition Reimbursement
• Executive Mentorship

Dignity & Respect

• Diversity & Inclusion
• Positive & Proactive
• Safe & Productive
• Ethics & Integrity

Family & Community

• Work Life Balance
• Community Outreach
• Caring & Compassionate
• Benefit Alignment

COMPENSATION IS NOT WHAT MOTIVATES OR ENGAGES EMPLOYEES!

Keywords

business management   employee benefits   employee management   employee perks   employee retention   ILCT 2017   staff management   

 

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Is Your Employee A ‘Dirty Towel’?

Rusty Goodwill, senior operations trainer with MGM Resorts International, uses the “dirty towel” example to reinforce to hotel staff the individual and collective effects on customer service.

“When a guest checks into a room, everything is immaculate and there are three towels in the bathroom, but the next day, the guest returns to the room and notices there are only two clean towels and a dirty towel on the floor. So now the guest’s perception is the entire room is dirty. The point is an employee can’t be the ‘dirty towel’ the guest remembers.”

Goodwill knows some employees think they are only cogs in the wheel, “but if five employees do a great job and one doesn’t, that’s the one a guest will remember about their experience.”

Goodwill commented during a panel discussion, “Strengthening the Relationship with Your Clients,” held March 15. Moderated by Diane Forgy of Overland Chauffeured Services, Kansas City, Mo., the panel also included Bob Beutel, ALLSTAR Chauffeured Services, Detroit, Mich., and Tyrone Gale, Atlantic Transportation Services, southern Delaware.

Leading By Example
The panel’s overall message to conference attendees was it’s not just about handing staff standard operating procedures, but management leading by example to reinforce the importance of ensuring every member of your staff is committed to exceptional client services every day and every trip.

“I’ll personally go to the airport and greet a new client and my chauffeurs will see me shining a limo because you have to create a culture of service by leading by example,” Gale said. “You have to display your commitment to client service so your staff takes it seriously as well as the responsibility for engaging and taking care of clients.”

Beutel added, “You have to engage all employees at every level about the importance of client service, from reservationists and chauffeurs to the back-end support staff and accounting, and you have to look at your procedures and manuals as ‘living’ documents that reinforce service as your company culture.”
“Client service starts at the top,” Forgy said. “We think of ourselves as being in the transportation business, but we have to think of ourselves as being in the hospitality business because we want to raise our value to clients — the way they look at us and value our service.”

Stronger Client Bonds
Strengthening client relationships also means being accountable, Beutel explained. “Three trips out of 1,000 may go wrong, and you have to make it right. For example, if you know a chauffeur will be late, inform the client so you can handle it before it becomes an incident report. And then tell the client it won’t happen again. That’s what we call service recovery and helps everyone create a culture of service.”

Goodwill added, “At MGM, it’s all about what we can do to engage our guests and create loyalty. All of our competitors have nice beds, rooms, casinos, and restaurants, but nobody returns because of our nice pillows. They return because our employees created a personal and memorable experience for them.”

Keywords

client feedback   customer service   Diane Forgy   employee management   How To   ILCT 2017   industry education   staff training   

 

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Toyota Investing In Uber

Rideshare wars just got even more interesting. Uber has confirmed a strategic investment and auto leasing deal from Toyota.

Uber would not disclose terms of the deal or the financing program and there aren’t many details yet, but according to a release from the car manufacturer, Toyota is interested in exploring the future of transportation with Uber and the companies have “entered into a memorandum of understanding (MOU) to explore collaboration, starting with trials, in the world of ridesharing in countries where ridesharing is expanding, taking various factors into account such as regulations, business conditions, and customer needs.”

The Toyota leasing deal helps Uber expand its financing program for Uber drivers, Uber Xchange, but will also bolster Uber’s moves into a self-driving vehicle future.

Tech Crunch article here

Keywords

autonomous vehicles   driverless cars   investment   self-driving vehicles   TNCs   Toyota   Uber   vehicle financing   

 

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Five Tips For Selling Luxury Travel

It’s not your father’s high-end market anymore.  

The very nature of the luxury market is changing, as an influx of new travelers from all walks of life seek luxury experiences—and head to travel professionals to provide them.

Here are five things to keep in mind when selling to the new breed of high-end customer. 

Travel Market Report article here

Keywords

business travel   industry trends   leisure travel   luxury market trends   research and trends   VIP service   wealthy clients   

 

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Does Anyone Really Want A Self-Driving Car?

Self-driving cars could change everything about transportation in America, if you believe the visionaries working on the technology. Commuting could become productive instead of wasteful. Trucks could move goods much faster, since there would be no breaks for drivers to eat or sleep. The motor-vehicle death toll would plummet.

The problem is, most drivers seem to have no interest in ever owning a car that pilots itself. A new study from the University of Michigan finds only 15.5% of drivers say they’d want to own a fully autonomous vehicle once the technology becomes available. That’s very low, given how much publicity self-driving cars have been getting. Google and Tesla, two highly admired companies, have been promoting their research into self-driving cars for several years now, while just about every automaker is working on autonomous technology and trumpeting their own advances.

Yahoo Finance article here

Keywords

autonomous vehicles   driverless cars   Google   mobile technology   research and trends   self-driving vehicles   Tesla   

 

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American Inbound Travel to Canada Growing

Best Western Hotels & Resorts alongside Destination Canada, TripAdvisor, Hotel Association Canada and the Tourism Industry Association of Canada spoke to the growth of inbound American travel to Canada as well as trends in the industry at Best Western’s 11th annual Leisure Travel Summit in Toronto.

This year, Canada has noted a 20% increase in inbound travelers from the U.S. to Canada, according to the national travel survey done by Destination Canada. In addition, the country is seeing an uptick in winter and shoulder season travel.

David Goldstein, president and CEO of Destination Canada, noted once visitors have been to Canada, they are four times more likely to come back and seven times more likely to recommend travel to the country to others. He also mentioned Destination Canada recently launched a new campaign targeting Americans called, “Keep Exploring,” focusing on what today’s traveler is seeking – experiences.

Hotel News Resource article here

Keywords

business travel   Canadian Operators   corporate travel   customer service   leisure travel   tourism   

 

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Everything To Know About Crazy TSA Lines

In the past two weeks, thousands of travelers have missed or come dangerously close to missing their flights due to long airport security lines. With waits of up to three hours—and little long-term relief in sight—airlines are spending their own money to solve the TSA problem. Here’s what you need to know about the situation.

Travel and Leisure article here

Keywords

airlines   airport rules   airports   business travel   client markets   customer service   leisure travel   

 

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Austin City Council Approves Resolution To Help TNCs

Austin City Council approved a resolution that calls on the city manager to do four things to help expand the TNCs that are still there and help the ones that want to come to the city.

City Manager Marc Ott was directed to expedite the application for the driver-owned taxi franchise ATX Coop Taxi, talk with TNCs and those wanting to come to Austin to determine what obstacles are impeding their ability to meet demand, look for city resources, processes and policies that would allow the smaller companies to expand quickly and let the TNCs know about economic development resources that can help them.

Council Member Ellen Troxclair from District 8 voted against the resolution, saying there are other issues the city needs to address with TNCs.

KVUE article here

Related: Austin Ballot Vote Stops Uber, Lyft

Keywords

Lyft   regulatory enforcement   state regulations   Texas operators   TNCs   Uber   

 

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Lyft To Allow Reservations 24 Hours In Advance

Booking a car ahead of time has previously been the exclusive realm of for-hire vehicle services like black cars and limo companies.

Uber and Lyft, which place a huge premium on efficiency, have said such features are unnecessary when a car can be summoned to your front door in about five minutes. But things have changed.

Now, San Francisco customers who want to book a Lyft ride up to a day in advance can tap the clock icon to set the desired time for pickup, and riders can update or cancel their scheduled ride up to 30 minutes before the requested time.

The Verge article here

Keywords

Lyft   mobile applications   mobility on demand   reservations   TNCs   

 

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Funeral Industry Traditions Shift

The number of alternatives to caskets and cemeteries is making life tough for undertakers and monument makers, and could eventually effect companies that provide transportation for funerals as well.

Death rates are rising as America’s population ages, but with some estimating cremations surpassed burials for the first time last year, and other cheaper alternatives becoming more popular, profits are being tamped down.

Boston Globe article here

Keywords

funeral business   funeral vehicles   luxury market trends   special events   

 

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