Creating a motivated workforce

• 16 Oct 2023
• Danni de Nervaux

It’s been a busy year for Fred. Olsen Travel, a travel agency that has been a fixture on the high street for 35 years. In July they announced their 18th retail store opening, and Managing Director Steve Williams was awarded the Outstanding Contribution to the Travel Industry accolade at the Travel Weekly Agent Achievement Awards. Find out what winning the recognition meant to Steve, how he continues to motivate his team and what advice he has for anyone entering the industry now.

Firstly, congratulations on your award. How did it feel to win such a distinguished award on the night?

I experienced a whole range of emotions beginning with pure shock as there was no shortlist for this award and I really had no idea! This was followed by real pride that our achievements and growth within the industry had been noticed and, indeed, formally acknowledged. It was also quite humbling to receive nice messages from my work colleagues, friends and contacts across the industry – a memorable occasion. 

How did you celebrate?

I was royally treated by the hosts of my table Seabourn Cruises who kindly and generously kept the bubbles flowing for the rest of the evening, but a great memory for me was being in the hotel bar in the early hours with many of my senior team – we had 18 staff at the event, and it was very special to share that moment with them. 

What would you say has been your biggest achievement in your career to date?

I would say my biggest achievement overall has been to work against the perception that the future for high street travel agents is bleak. We continued to open new agencies during the pandemic and recently launched a new agency in Eastbourne. We are now up to 18 agencies with more planned – I believe if you provide added value to the client through excellent customer service and a positive booking experience then there will continue to be a demand. 

What tips do you have for creating a motivated workforce?

The key for me is to create a motivated workforce as if your team are not happy then it will only ever come through the service they provide to the client. We all know that travel is not the best paid industry in the world so it's imperative that you try to make sure your staff feel valued and appreciated – without them, we are nothing so praise their hard work and commitment and acknowledge that big booking. 

What advice do you have for anyone considering entering the travel industry?  

We are launching a project to attract new people to the industry to support our growth and we will be getting across what a tremendous industry this still is – if you love to travel, join us; take every opportunity that comes your way and immerse yourself into the industry. You will definitely get so much more in return. 

Finally, what do you love most about working in travel?

For me the thing I love most about travel has to be the people – their enthusiasm, their supportiveness, and always open to sharing ideas and business updates. I think it’s this incredible positivity that makes the industry so resilient against all the many challenges that it has faced over the years – talking to people from other industries, it's quite unique and I believe we should all be very proud of the industry we work in. 

To find out more about Fred. Olsen Travel, please visit www.fredolsentravel.co.uk.