Apple Leisure Group Looks Ahead to a New Future with Hyatt
经过丹尼尔·麦卡锡(Daniel McCarthy)/
上周,苹果休闲集团假期(ALGV)高管,团队成员,供应商和旅行顾问合作伙伴聚集在墨西哥的Dreams Vista Cancun Resort参加该集团的年度Ascend会议。
这次会议是自新闻打破以来的第一次,凯悦酒店将购买ALGV,标志着ALGV团队的新时代。
“It’s been a long year and a half and no Delta variant is going to stop us from having this conference,” Jacki Marks, ALG’s executive vice president said on stage during the conference’s opening session last week. “We are still standing and we are stronger than ever.”
对于ALGV集团总裁Ray Snisky而言,这笔交易令人惊讶并不令人惊讶,因为ALGV有新所有者,而是新所有者是谁。
他说:“我知道我们会被某人购买,但我没想到它是凯悦酒店。”凯悦(Hyatt)在8月宣布,它签订了一项确定的协议,以27亿美元的现金收购ALG。这笔交易使凯悦酒店的度假胜地翻了一番,使其成为墨西哥和加勒比海豪华酒店的最大运营商。
斯尼斯基(Snisky)在上周发表讲话说,这笔交易证明了全包空间已经变得多么大。
他说:“目前,大型盒子酒店正在进行一场武器竞赛,其中许多人在方向盘上睡了很长时间,低头看着全包空间。”“该产品变得越来越好。”
斯尼斯基说,他已经与凯悦(Hyatt)首席执行官马克·霍普拉马济(Mark Hoplamazian)举行了五次会议,他此前曾表示,这笔交易代表了对凯悦(Hyatt)继续看涨的休闲旅行空间. Snisky said that those meetings has left him “inspired” because “he respects so much of what we’ve accomplished.”
到目前为止,ALGV在2021年的年份比2019年要比2019年更好的一年要好,但将在凯悦酒店内保持独特的划分,并将在公司执行委员会中席位。尽管没有“像往常一样的商业”之类的东西,但Snisky并没有预料到ALGV与顾问合作伙伴建立的关系会有任何重大变化。
“我可以告诉你不是一次交易struck did they ask about commissions. That would never work because we can’t be successful without travel advisors,” he said.
Advisors are this year's conference.
热门目的beplay银行卡地和服务更新
On-hand in Cancun, Snisky said that “everything starts with” that destination since the onset of the COVID-19 pandemic. Cancun has thrived since February 2020, becoming the go-to destination for so many North Americans wanting to travel but unable to do so to other places.
For ALGV, Cancun “has been fantastic” with times over the last 18 months when it was 50% of its business.
Aside from a “hiccup” with the Delta variant, consumers have become more and more comfortable the further into 2021 the calendar has turned. According to ALGV data, almost every single group of travelers, starting with Baby Boomers, are more inclined to travel now than they were at any point in the pandemic.
Anderson Hernandez, the SVP of contact centers and operations, took some time during the executive round table to talk about delays that advisors experienced at points during the last 18 months when servicing that growing consumer base looking to travel through ALGV.
Part of the reason of long hold times was because the volume of calls coming in, especially during the first few months of the pandemic. The goal for Hernandez and his team is always first-interaction resolution, which happens somewhere between 70% and 80% of the time.
The team has spent a lot of the last year training new people and reinforcing those training methods in both new hires and current employees. While that training did cause some "ups and downs this year," Hernandez said that over the past couple of months ALGV has been able to stabilize its service levels.
"I feel very proud about our team," he said.
到2021年底,ALGV将推出一些工具来帮助其顾问,包括退款计算器和新的增强和质量保证能力,Hernandez希望只能再次提高服务水平。
组更改
ALG集团副总裁Michael Ehlers也谈到了他对公司未来的乐观情绪。
他在行政圆桌会议上说:“我从来没有对我们成群结队的建设感到自豪或更乐观 - 我看到了幕后的所有艰苦工作。”
尽管雇用困难,但在过去的18个月中,旅行内外的许多公司不得不处理这个问题,但招聘方面正在遇到事情。
埃勒斯说:“我们将继续吸引新的团队成员,但它也超越了人民。”否则,ALGV的团队将继续不断改进流程,包括快速打开促销代码,并加快发送小组报价所需的时间。