Business Development Managers are a critical link in the travel eco-system, promoting the products of their cruise line, airline, hotel chain or tour operator employer, while supporting the efforts of travel advisors who bring those products to the consumer. An effective BDM helps facilitate growth opportunities for both their companies and their strategic partners.
In this series of articles, TravelPulse Canada profiles some of Canada’s leading travel industry BDMs in their own words, including advice on how you can make the most of this important relationship.
You know when Brian Joseph is in the house, because his smile lights up the room.
With 20 years in the industry under his belt, and diverse experience with Air Canada Vacations, Transat Tours Canada, AMResorts, TRAVELSAVERS Canada and most recently with all-inclusive powerhouse World of Hyatt, Inclusive Collection, Joseph has built a solid resume and made a lot of friends.
After moving to Canada as a youngster, Joseph studied travel and tourism, became a travel agent, then a manager. His superb people skills made him a natural for business development roles.
“I strongly believe that being a consumer, being an agent, and working for tour operators and an agent consortium has definitely rounded out my experience and given me a wider view. Working with agents, I think about being in their shoes, and that really boosts the assistance I can provide.”
Let’s find out more about what’s behind that wide smile.
World of Hyatt, Inclusive Collection's Brian Joseph loves the conviviality of the travel industry. (Photo Credit: Brian Joseph)
TravelPulse Canada: What do you see as the core components of a BDM role?
Brian Joseph: It’s right there in the title. You’re developing business for the company, but a good BDM looks at it more the other way, focusing on developing business for travel advisors. We both benefit. When you try to help a colleague or advisor it comes all the way around.
Education is critical too. We have so much product in the Caribbean and Europe, and even resorts in the same brand have such different vibes and places. We offer great resources – videos, images, social media posts etc. – to help agents navigate. Travel professionals need to have enough information to be knowledgeable, and the conversation between advisors and clients is so important in managing expectations and matching needs.
We love those e-mails where agents say they’ve just had a conversation with their clients and they’re looking for this, this and this. Come to us and we will happily help you guide them to the best product.
Brian Joseph: Best-dressed BDM? (Photo Credit: Brian Joseph)
TravelPulse Canada: You’ve been in the travel business for 20 years now, with tour operators, hotel chains and a travel consortium. How has this varied experience defined and enhanced your role.
Brian Joseph: I started out as a banker. But then I found a place where you can be yourself, be happy and enjoy your work. Some of my closest friends are my competitors. The whole industry is like a family, there’s nothing vindictive and we help each other, there’s enough business for everyone.
My different roles have taken me through the whole travel experience. That helps me to understand what advisors need and the best ways to provide it, whether it is resources, requests, marketing tools, help with client issues, whatever they need.
World of Hyatt Inclusive Collection's Carolina Bellina and Brian Joseph with TTAND's Alma Ortiz. (Photo Credit: Bruce Parkinson)
TravelPulse Canada: What are the most impactful changes you have seen in the travel advisor community over the past few years?
Brian Joseph: I think that among travel advisors, camaraderie is stronger. With social media communities, industry members are sharing advice and experiences. It feels like there’s a bit of selflessness, with everybody trying to pull each other up.
Another change is that people who once focused exclusively on weddings or cruise are branching out. We’re working more with cruise and luxury agents. And there’s a lot of new interest in the business. A lot of successful agents left the business during COVID, but as we know, travel calls to you, and many have returned, and they’re bringing new people with them.
A good BDM doesn't suffer from shyness. (Photo Credit: Brian Joseph)
TravelPulse Canada: The Hyatt Inclusive Collection features 10 different brands and dozens of properties in several countries. How do you educate advisors on what makes it unique, and how do you encourage them to dig deeper to find the right location for specific clients?
Brian Joseph: The perks of so much product is that there are many conversations to be had. We’re expanding quickly into Europe, with familiar brands like Zoetry, but in Mallorca there’s a castle on the property. We have the Alua brand in Greece and Spain, and we’re getting lots of interest from the client who likes all-inclusives but wants to see somewhere new.
We’re also seeing the perception of all-inclusive resorts changing. People who were against them are changing their opinion when they see things like our Impression by Secrets resorts, where what is included is on a whole other level, and not what people see as a typical all-inclusive. We’ve ramped up in a way that negated all the things that made the all-inclusive approach less attractive.
There are the odd perks to Brian Joseph's BDM role. (Photo Credit: Brian Joseph)
TravelPulse Canada: What are the most common requests/questions you get from travel agents?
Brian Joseph: The number one question is which is the best resort for their client. We can help with that, or point them to the online Resort Product Guide, which features 20-pages of detailed resort information on each of the nearly 80 Inclusive Collection properties.
The second most frequent question is about how to make special requests for their clients. Advisors can do it through tour operators or the resort directly, and the Resort Product Guide has direct hotel contact information for all departments. With us, you can speak directly and get a response. When I was a travel agent, we didn’t have that benefit.
TravelPulse Canada: How can advisors take advantage of the resources you offer in the most efficient way possible?
Brian Joseph: Last year we launched the Confidant Collective agent website. Registered agents gain access to Confidant Learning, a 10-module course that covers all the brands and where you can become a Certified Specialist. We also have Confidant Rewards where advisors can earn points for free nights, bonus cash or gifts their clients or themselves. Our media site has all kinds of tools and resources. There’s a ton of information at your fingertips.
Topics From This Article to Explore
