Kim Goldstein. (Photo Credit: Kim Goldstein)
Success Stories focus on veteran travel advisors and how they achieved success. Here’s a look at Kim Goldstein, president of Richmond, Va.-based Journeys Inc.
How did you get your start as a travel advisor?
Friends and family used to ask for assistance in planning their vacations. I ran into my travel agent in the grocery store and she asked what I was doing and I shared that I was helping my friends and family, so she asked me to come work for her – and that it would just be “a little part-time job.” Since I had recently retired from my previous job as an assistant vice president of operations at Wachovia Bank to raise my children, I decided to try it, which was in 2006. In 2017 I bought Journeys Inc. and the rest is history.
How did you build your business over the years?
I focused on doing what I know best – the Caribbean and Mexico! I dedicated my training and travels to learning these areas and becoming an expert so that I can help our clients identify the perfect vacation spot. Once I bought the business, I was not only able to focus on how I handled my clients, but I was also able to really put my efforts into building an amazing team to help our business grow. I want them to work towards career goals, feel empowered to make decisions and really own their clients.
What characteristic makes you a successful advisor?
With so many travel advisors out there, I think one of the biggest differentiators –besides job knowledge – is your industry relationships. Over the years I’ve fostered relationships that have not only turned into excellent business relationships, but lifelong friendships. These relationships have been the key to success for our agency in ensuring our clients have excellent travel experiences and the ability to quickly correct issues if something goes wrong.
What have been your greatest challenges been?
Hiring and training are a constant challenge. We have two types of teams at Journeys. We have our independent contractors who function like normal ICs and then we have a team of salaried employees who work virtually. They assist with my bookings, which are a majority of wedding groups and all-inclusive FIT bookings. While this team is a salaried team, they can also book their friends and family for commission as well. Finding the right fit for both teams has always been a very difficult task, and providing consistent training to ensure each team member can be their very best is a huge undertaking, but well worth the investment.
What are your greatest accomplishments?
Being able to build up a pre-established agency by hiring an amazing team who can help us develop different strategies to service our clients. We continuously push each other to improve our process and do things differently so we can get better. On a personal level, I’ve been lucky enough to serve on travel agent advisory goards for Sandals/Beaches, Disney, Apple Leisure Group and Hyatt Inclusive Collection while remaining a top seller for AIC, Karisma/Lomas Hospitality Group, Sandals/Beaches, Playa, Hyatt Inclusive Collection, St Lucia Tourism and ALG.
What tips can you provide advisors new to the industry?
In my opinion, the key elements in establishing a thriving business involve participating in events and fam trips where you can cultivate essential connections for business growth and acquire in-depth knowledge about a product or destination. Relationships play a crucial role in advancing within this industry, and the most valuable connections often form during informal moments after work events when people are casually socializing.
Develop excellent systems and processes to ensure your business runs smoothly and consistently. Invest in a CRM to help manage your booking process and develop automation for your booking reminders and client communications.
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