The first fam trip is always going to be daunting.
From concerns about group dynamics to the quality of the hotels, there are a lot of ‘unknowns’ that can trigger nerves – regardless of how luxurious the experience is.
It doesn’t help that many agents, especially those who are self-employed, can’t set their email status to OOO [out of office] during the trip. The majority will need to continue taking enquiries, making bookings and managing their clients’ travel throughout the tour, which is likely to follow a busy schedule with minimal downtime.
It’s a balancing act that’s hard to perfect, and even more so if you don't know what to expect.
We spoke with two luxury advisors, both of whom are nearing their one-year anniversary in travel, to learn what they wish they’d known before their first fam trip – and the advice they’d give to new agents.
Work smarter
Fam trip itineraries are notoriously busy, with site visits, lengthy meals and organised excursions consuming most of the working day.
There is often little time for agents to work, forcing many to get creative to get the job done.
“I’ve learned to work whenever I have the opportunity,” Francesca Whiteley, luxury travel consultant at Colletts Travel, told TTG. “For example, I’ll take calls and work on itineraries on the bus in-between site visits. Then I’ll go back to the hotel that night and do a full follow-up.”
If a client phones during a showround, she will answer, explain that she is occupied and arrange a time to call back.
It’s also important to take items that will help you work more efficiently on the go, such as noise-cancelling headphones, a laptop stand and the correct cables.
A power bank is another game-changer, says Whiteley: “You’ll need it to charge your devices, because your battery drains faster due to the large amount of photos and videos you’re taking.”
Pack wisely
It’s no secret that fam trips are physically demanding, with itineraries often packing multiple site visits and activities into the same day. Comfortable footwear is therefore extremely important, especially if you’re visiting large properties or participating in long excursions.
“I’ve relaxed my shoes since my first fam trip,” Whiteley admitted. “You need to rethink heels when you’re walking around ten bedrooms.”
Fam trips also often take place in low season, which means the typical attire you’d associate with the destination may not apply. For example, despite being one of Portugal's hottest regions, temperatures in Alentejo can drop as low as 2℃ at night in December.
This comfort, however, should never be at the expense of professionalism. Whiteley believes it’s essential to dress smartly on fam trips, adding, “You’re representing your brand and you need to be polished if you’re selling luxury.”
Mix it up
Whiteley takes both photos and videos, having realised that some of her clients prefer the latter option for seeing the property.
Video clips often portray the hotel, villa or guesthouse more realistically, capturing scale and layout in a way that static imagery simply can’t.
Photos still have their place, however, in making content for the client. They can be particularly effective in spotlighting details not shown on the hotel’s website, such as bathroom amenities, mini-bar contents and linen makers. They’re also useful for capturing images of hotel spaces that can be hard to find online, like changing rooms, elevators or even balconies.
Be respectful
Fam trips are business trips, designed to help the agent better understand the property or destination so that they can more effectively sell to their clients.
The suppliers are dedicating hours to conduct the showround, after which they will often answer questions over a sit-down meal or wine tasting.
The PR agency is also working hard to ensure the trip runs smoothly, keeping the agents on schedule and resolving any issues that may arise. While there’s no need to hide your personality (travel is meant to be fun, after all), it’s important for agents to appreciate the preparation and effort involved in hosting them.
“Always be on time, so the group isn’t left waiting for you,” Whiteley said. Drinking responsibly and being respectful in their criticism is also imperative.
Ask away
Fam trips are golden opportunities to learn as much about the property as possible, so don’t be afraid to ask questions.
Whiteley maximises her time with the hosts by researching the hotel beforehand online and then requesting them to expand on the information she’s already gathered.
She believes this is especially important for facilities such as gyms, which are a top priority for her UK clients.
“They want to know how many fitness classes there are and how much each costs,” she explained, before adding that: “A lot of clients I’m booking at the moment will also specifically ask, ‘Is there padel?’ or ‘Do they have Reformer machines?’”
Whiteley also asks about its family-friendly facilities, such as kids’ clubs and babysitting services, as well as adults-only or ‘zoned’ areas for guests seeking a more relaxed ambiance.
Your fellow agents can also be a invaluable source of knowledge, especially if they’ve been in the industry for a longer amount of time.
“Listen during the meals,” said Romana Cottee, independent consultant at Almont Travel. “I am finding it incredibly useful to find out the experiences of the other agents as well as the suppliers.”
Show appreciation
While it’s not essential to give your hosts a gift, it’s always a nice touch.
Whiteley takes Fortnum and Mason biscuits to her individual fam trips, as a gesture of appreciation for their hospitality. Cottee believes you can also express gratitude after the visit, adding, “I would absolutely send a handwritten thank you card to the suppliers for hosting us.”
It’s also good practice to send a thank you email to the hosts after the fam trip is complete, and to promote the property (if applicable to your brand) on your own social media pages.
