Managing director Michele Dance told TTG how, until now, she would simply add more staff if she wanted to capture more business and increase turnover. However, when a shop recently became available in Wickham – a 40-minute drive from Ocean World's HQ in Chandler's Ford – she jumped at the chance.

Ocean World Travel started life 30 years ago as a call centre business and "moved around a bit" before finding a permanent home in 2017, combining a retail premises and call centre.

Dance believes having multiple sales channels is the right approach to suit the current market. "High street and online – one endorses the other," she said.

"Having a high street shop definitely brings in the higher bookings. There's nothing like booking with an expert. I did not think about having a second shop, but then the opportunity presented itself. It really is inspiring."

Dance has recruited three staff – including a 19-year-old apprentice Darcy Poupart – from another agency, New Era Travel, which has gone into liquidation. It was owned by her late ex-husband Alan Godfrey.

Explaining the decision, Dance said: "We've taken on as many New Era Travel staff as we could. We felt very sorry for them when it came to our attention that the business was closing."

Jordan Bailey, another former member of staff at New Era Travel, has already landed the Wickham branch's first booking – a P&O Cruises sailing for a couple.

Credit: Ocean World Travel

"We will have three staff in the new shop, but it will be a mix of new and existing staff," said Dance. "It's a beautiful old timber building. The staircase is really quirky and all the steps are so tight together. The shop is right on the square."

Dance said she and her son – and business partner –  Calan Godfrey had not yet set targets, but added: "We've substantially increased our annual turnover when you compare it with our turnover in 2021. We've been increasing our turnover so dramatically, we knew we needed more staff."

Dance believes the Wickham shop will "do a bit more tailor-made business" than Chandler's Ford, which she characterised as more of a cruise specialist agency. Both shops will predominantly sell Fred Olsen Cruise Lines, P&O Cruises, Cunard and Ambassador Cruise Line.

Shop number three?

Asked why the thinks the business is performing so well, Dance said: "I think it's because of the changes to inheritance tax – our customers have decided to go off and spend their money. They're coming in for big bookings. A lot of them are saying they will leave the house to the kids and spend the rest on holidays."

Dance estimates Ocean World's customer repeat rate stands at around 80%. "It's very high," she continued. "We also get so many recommendations from other people. Our Trustpilot score is 4.9, and we only started that this year."

Dance said she would "not rule out" opening a third shop. "If another shop became available, we would seriously consider it," she added.

Godfrey, meanwhile, said the team were raring to go. "There are four desks in the Wickham shop, but three of them are full already," he said. "It's always good to expand the business – I'm absolutely loving it."

Dance added: "The staff are incredibly excited. We're 30 years old this year. It's like a rebirth. We've moved around a bit over the years. Before 2017, we were just a call centre, but we love having people walk in through the door."