Phil Hoffmann Travel recently hosted a lunch for the Quarter Club members and Troy Forrest (member) responded with this positive feedback:

In just under 2 hours at an intimate Boardroom lunch for Quarter Club members, travel industry luminary Phil Hoffmann generously shared and demonstrated some remarkable business lessons that would outshine an MBA masterclass. Here’s just a taste of the wisdom he kindly offered guests at the beautiful new Phil Hoffmann Travel premises in Glenelg….

1. A smile sets the tone – from the staff member who greeted me on the ground floor to Phil who warmly welcomed me into his boardroom, friendliness permeated the building.


2. Hold the elevator door – the staff member at the reception desk could have just said “take that elevator over there up to the 2nd floor”. She didn’t. She walked with me, opened the door, pressed the button and said “Jo will be there to greet you on level 2”).


3. Jo was on level 2 to greet me (with a smile) – within 30 seconds of entering the building, I’d had an expectation set and met. Wow.


4. Hospitality; easy but rare – Phil offered and poured drinks, as did his staff. “Please, come enjoy some food”.


5. Little touches stick – A single Ferrero Rocher chocolate on every setting. Delighting and decadent without breaking the bank.


6. Gratitude from the host – “Thank you for coming, we’re very happy to have you in this room”, err, when it was we the guests who should have been expressing such gratitude.


7. Small talk sets people at ease – having a broad general knowledge to talk to different people about, Phil made guests feel comfortable before sitting more formally at the table.


8. Provenance is interesting and reassuring – Phil shared the history of his business, from a humble 3-person operation to a 150+ person business winning international awards. We like stories – human stories – and that you’re here to tell the tale means we can trust what you’re saying.


9. Be aware of market shifts – Phil discussed the shift away from domestic travel services that once was bread and butter for his business (now a cut price carrier war), to the new boom industry of luxury cruises. Know where the market is taking their money, and…


10. Adjust your sails – With more Boomers taking cruises and travelling overseas, why not offer language classes for clients? Italian cooking classes for those about to take a trip to Tuscany? Be ready to flex.


11. Market market market – Phil described investing heavily in radio and print, even when there were global travel reductions due to wars and SARS… when people come back to travelling (and they will), who will they remember? Make sure people know you’re there.


12. It’s scary… and it will be again – Phil commented that in his 30-odd years in the business, he’s seen big ups and downs in travel demands, and he’s fully aware they’ll happen again. If you believe in what you’re doing, hold your nerve.


13. Love what you do – Phil’s advice to his staff – “I hope you love what you’re doing as much as I do. If you don’t, leave, and go and find something you do love.”


14. Invest in people – rather than the boss taking all the O/S trips, Phil often sends his staff away. After all, they’re the ones dealing with the clients, advising them, inspiring them.


15. Reward people – little touches – health plans, massages, trips away… they work hard, and they’re valuable, so look after them.


16. Celebrate and bond together – Friday night drinks in each of his branches are a cultural norm.


17. Don’t overmanage, but expect a lot – there’s no clockwatching in Phil’s business, but by his own admission, “the hours are long and it’s not 9 to 5”.


18. Flexible work arrangements – enabling some staff to work from home if they have kids / other life needs is a concession Phil makes to keep good people – and productivity doesn’t suffer


19. Don’t drop your pants – Phil says to clients looking for the cheapest provider “I can’t do that for you, because then I can’t offer you the 24 / 7 service you want”. If you offer more than the rest, then charge accordingly – or it’s not sustainable.


20. (Ash) clouds have silver linings – Phil said after disasters like 9/11, SARS and more recently, the Icelandic Volcano, retail travel gets the yips. But corporate travel continues unabated. And more than ever, they look for security, peace-of-mind, not discounts. Be the peace-of-mind that clients are craving in uncertain times, and there’s a place for you.


21. Cater to the “Do-it-for-me’s” – Phil described having to send one of his team members to New York to deliver a passport to a client. He discussed the amazing array of extras you now receive for a single fee on the new mega-cruise liners. We’re time-poor, and if you show you’ll go above and beyond, we’ll pay.


22. Find ways to wow – Phil described a tour group of several thousand who he had gathered at the top of Santa Monica Pier at dusk, and a light switch was flicked to turn all the lights off the carnival rides on – an “oooooh” moment that will stick in client minds.


23. Embrace technology – While initially skeptical of Facebook and Twitter and the net, Phil says he now has a team working to make these communications mediums work for the business. Just because you didn’t grow up with it doesn’t make it wrong.


24. Make suppliers work for you – Pitched to by a youth radio for his ad business, Phil (thinking their listener demographic was all wrong) asked the young pup sales reps “How do you book your travel”, and got a “do it myself online” response (shooting themselves in the foot). Then he said “So find a way to help me engage this group, then come back to me and we’ll talk.” It’s not a dead-end, it’s just going to take some thinking.


25. Create reunions – Phil’s team set up a reminiscing lunch for all returning tour groups, then encourages them to stay in touch to recollect the times they shared. Some keep this tradition going for years, and most come back and book more trips.


26. All-in expo’s – There are 2 days a year staff can’t take leave, and that’s at a major expo Phil runs for clients and guests. It’s the litmus test of how the business will run the next year, and it’s a major differentiator.


27. Make the most of your life’s schooling – Phil quoted a senior journalist who used to write a column in The Advertiser, who when asked how long it took him to write his column each day, said “30 years.” Everything you’ve done counts – use it, market it, charge a premium for it – it’s valuable.


28. Don’t burn bridges – Phil says he has a lot of corporate customers come back to him after leaving in pursuit of a cheaper deal. “Can we come back – we just don’t get the service we want.” If you blow a raspberry at them as they leave, they won’t return like this.


29. Run facility tours – after lunch, Phil, one of his managers Jo and his wife Alison took guests on a facility tour, showing off their new premises.


30. Unfinished doesn’t mean unprofessional – with some parts of their office still being constructed, it would be easy to close a door and hide it away. But say to people “Use your imagination and picture….” while pointing to cables hanging out of a roof and unfinished carpentry… they feel like they were there at the beginning.


31. Follow through on commitments – describing a new corporate client that wanted to sign a supply contract, Phil booked a meeting with them, mistakenly thinking they were in Adelaide… when they were actually in Western Sydney. Rather than cancel, Phil jumped on a plane and made the trip. Handing over a contract with quite a few zero’s on it, the client said “I can’t even get Sydney travel agents to come out here!”


32. Train train train – Not the travel type. Get people as upskilled you can as often as you can in as much as you can. It’s a way of engaging, it translates to informed resources for clients, and it prepares people for whatever else they go on to do in life (and they become unpaid advocates for your business).


33. Promote with personality – describing his radio slot with Bob Francis, Phil said that in an hour on radio, you get the chance to share not just your technical knowledge, but some personality.. it’s what clients like hearing.


34. Take opportunities – like the chance to bring a small group of Quarter Club members in for a lunch, that takes time, and effort, and even a small investment… but just might pay bigger dividends.


35. Take risks – Jumping into expensive new IT systems and new premises in the middle of a GFC when everyone else is bunkering down… it takes faith and backing yourself to make it work (then working your tail off to make sure it does)


36. Take responsibilities – Phil headed up AFTA (Australian Federation of Travel Agents) from Adelaide for a number of years as National President. To be involved, to make a difference, to show a better way. He’s busy, but he believes in the importance of being involved in industry bodies to affect change.


37. Know when to say no – Phil shared that he’s charged his accountant with the responsibility of ‘pulling him back if the ship takes on too much water’. It’s one thing to give a lot of yourself; it’s another to know when to get focused on the fundamentals.


38. Get some balance – time with his wife and family – work hard, but make sure you’re enjoying the ride.


39. Surround yourself with great people – you can’t run a 150+ person business on your own. Hire, train, nurture and keep great people close to you, delegate, empower, and remarkable things happen.


40. We want to feel part of a family – Phil’s wife Alison made coffee for guests at this lunch. This is a 150+ person business, and it’s not because they don’t have someone else that could make the coffee… it’s a sign of importance they place on making you feel part of their inner circle. It works.


41. Every conversation is an opportunity to promote what you offer – I left the boardroom with some travel brochures and know when the next Travel Expo is… be generous, but remember what pays the bills.

Thank you Phil, for generously sharing your wisdom at this unique forum, and for letting me feel part of the “Hoffmann family” for a couple of hours!
Troy Forrest
42 MIGHTY Sales Reps

Phil Hoffmann Travel amongst many Travel Agents worldwide are using the chaos in Europe to drive home the value of booking through traditional channels. Our agents are working around the clock to assist passengers stranded by the volcanic ash cloud.

Simon Hills, chairman of the Council of Australian Tour Operators (CATO) , said the situation highlighted the perils of booking with online operators, as they cannot provide the same level of service. “Why people would continue to book through them is beyond me,” Hills said. He added that wholesalers, through their on-the-ground suppliers, had been able to better accommodate passengers amid the hotel room shortage in Europe and the UK. Hills said rooms were so scarce that some travellers had refused to leave their hotel room at the scheduled check-out time. Travelscene American Express chief executive Mike Thompson said the situation showcased the “real value of booking travel through a licensed travel agent and booking the right insurance policy from the right provider”.

He said the crisis will serve as a reminder to the general public to make sure they are buying the
right travel insurance policy. “We’re working hard to profile the fact that, when it comes to travel
insurance, apples aren’t apples,” he said. Australian Federation of Travel Agents (AFTA) chief executive, Jayson Westbury, said agents should be congratulated on the way they have handled the crisis, pointing to the constant stream of information being issued to industry.

Source : Travel Today

Qantas has just announced the resumption of its flights between Europe and Australia, and Asia and Europe.

CEO Alan Joyce said it would take two to three weeks to clear the current backlog of passengers, with the carrier working on possible supplementary services.

Today, Wed 21 Apr, Qantas will operate QF8232 from London to Sydney via Singapore, departing at 1205 local time, and QF8230 from London to Melbourne via Hong Kong, departing at 1220 local time.

From Asia Qantas will today operate QF8205 Singapore to Frankfurt (departing 2320 local time), QF8209 Singapore to London (2305 local time), QF8201 Bangkok to London (2320 local time), QF8231 Singapore to London (2359 local time) and QF8229 Hong Kong to London, to depart at 0735 local time tomorrow morning.

QF said that from tomorrow it will resume normal scheduled services and customers booked on QF9, QF5, QF31, QF1 and QF29 on 22 Apr are confirmed for travel.

Customers booked on cancelled flights are advised not to proceed to the airport, and will be contacted regarding rebooking them on next available flights, Joyce said.

More information to follow as it arrives.

Take advantage of this fantastic FLY FREE offer with Voyages to Antiquity on the following voyages this June:
~ 1 June 2010 - “Pompeii Is Something So Wonderful” - Rome to Venice
~ 15 June 2010 - “My Dream Became My Address” - Venice to Istanbul
~ 29 June 2010 - “The Holy City Of Byzantium” - Istanbul to Venice

What better way to experience one of these 14 night sailings to the Mediterranean than to FLY FREE from Australia! Cruise aboard the intimate 11,563 tonne “Aegean Odyssey” and experience the history, art, myths and architecture of the ancient world.

Hurry - this offer expires the 20th of April 2010! Prices start from as little as $5,096 per person (Valid for 15 June & 29 June 2010 sailings).

When was the last time you stepped off the work treadmill and took time out with your loved one?

2009 was certainly a year with our noses to the grindstone – robbing many of us time we should have been spending with the people we care most about.

So if it’s been a while since you took time out with your partner, then perhaps it’s time to invest in a little romance.

Phil Hoffmann Travel in conjunction with Travelscene American Express is offering new and exclusive holiday packages that will let you and your partner get back that lovin’ feeling. In today’s busy world, it’s easy to take our loved ones for granted but now is a perfect time to refocus on romance and relationships.

Our new ‘Invest in Romance’ packages will leave you and your loved one in no doubt that it’s time for a romantic getaway. This unique set of special holiday experiences developed for Travelscene American Express customers, aims to recharge, renew and rekindle the Romeo and Juliet in all of us.

A romantic getaway is more important than ever, and more affordable than you might think. There are a range of options to some of Asia’s most exotic locations that will add spark to any relationship on any budget.

The Recharge packages focus on exactly that, recharging relationships without leaving a hole in the pocket. 6 night getaways start form $413 per couple.

Renew is about taking time out to discover and rediscover oneself and the loved one in an unforgettably unique getaway. 6 night getaways start from $1259 per couple.

And Rekindle is for those that can not put a price tag on their relationship and want to truly spoil each other with a getaway of a lifetime. Packages start from $2868 per couple.

To receive a copy of the extensive e-brochure simply contact [one of our experienced consultants, or call us for more details on 1300 88 99 53

CUNARD’S massive Queen Mary 2 will spend 28 nights in Australian waters in 2012, as she sails from Cape Town to Sydney via Fremantle and Adelaide and then undertakes her first ever circumnavigation of the country.

It will be the longest that QM2 has ever been based in a single
country outside of her northern hemisphere homeports of New
York and Southampton, with Carnival Australia ceo Ann Sherry
saying the move was a “sign of confidence in the Australian cruise market. She made the announcement on board the ship in Sydney Harbour, saying: “This one decision will generate at least $10 million for the Australian economy.”

Cunard president and MD, Peter Shanks, said he expected very strong demand for the voyage from both Australian and international markets. Expressions of interest will soon be accepted on our website, but the Royal Circumnavigation won’t go on sale until the middle of the year to allow the final itinerary details to be finalised with the various port authorities around the country.

To register your interest in this Cruise please click here

For three days over Easter 2010, Lake Wanaka in New Zealand, will become centre stage for this amazing extravaganza of aerial action. This is the largest Airshow in the southern hemisphere and gets completely sold out every year.

Wanaka provides the perfect setting for this International Airshow nestled on the shores of the azure blue lake with the mountains creating a stunning backdrop and natural amphitheatre. For this event we have got access to a premier 13 day tour which includes gold class tickets for the show for 3 days and most importantly due to a recent cancellation, accommodation in Wanaka.

Our supplier is the only operator able to offer accommodation in Wanaka, everyone else has to drive over from Queenstown each day. Warbirds over Wanaka is the complete entertainment package for the whole family. As this is a last minute fire sale we have access to this 13 Day tour including Breakfasts & Dinners at a PHT Exclusive $2860.00 per person twin share. (Normally $3310.00 per person twin share)

Bookings on 1300 889953

Find out on this easy to watch short DVD from one of our major travel suppliers Trafalgar Tours.

People are always asking us what it’s like being on tour. Even though we have many experienced travel consultants who have been on coach tours over the years, we have sometimes found it hard to answer that question and describe the experience in words. This newly released DVD, The Experience, truly captures all the fun, camaraderie & special moments that make up a Trafalgar tour.

The film provides a genuine portrayal of the way that we can make a destination come alive for all of our clients. As we follow the tour around Europe you can see the things that make a tour with Trafalgar extra special. Whether this be the "Be My Guest" experience or a Hidden Treasure excursion, there is something there for everyone.



We also have full details on all Trafalgar tours worldwide available on our NEW interactive website. Click here to find a tour to suit your requirements