Mr. Hartlen hosts a cocktail party for a recent group at Sandals Punch and Sandals Dunn's River.
Since then, the 32-year agent veteran has put a lot of effort into promoting luxury brands, wanting others to experience the same level of service. She has become a specialist at Sandals & Beaches Her Resort and is instrumental in hosting two Sandals Her Groups each year. In fact, she just returned from hosting two groups in Jamaica, Dunn's River and Sandals Punch. After 16 years, Hartlen has hosted at least 32 of her groups, mostly at Sandals facilities, as well as a small number of river cruises with Emerald Cruises. There is an additional cost to hosting her group, but for Hartlen, the benefits outweigh the costs.
“I love being there for my clients and making sure they travel with peace of mind,” she told Travel Week. “The out-of-pocket costs and time away from the office are worth it, not just because of the growth and referrals we receive each year, but because of all the memories we make.”
Her clients not only benefit from Hartlen's expertise in travel planning, but also have the added bonus of having her handle all the logistics at their destination during their trip. Plus, joining her group often comes with discounted rates and additional perks like Tim Hortons coffee, snacks, and goodie bags, all of which Hartlen pays for out of her own pocket.
“It's their own vacation, but if they need me I'll be there, and I'll offer perks and private group events and some activities if they want to participate,” she said. says. “I like to say that I bring 'fun' to the group. My clients can take a vacation any time of the year, but they choose to travel with me. , I feel very lucky.”
Hartlen's groups consist of 26 to 50 people, most of whom are couples. Many couples choose to book all of the groups hosted by Hartlen. The key to keeping customers coming back, she says, is to make it fun and add value as much as possible.
“For the recent Sandals Group at Sandals Dunn's River and Sandals Ochi, we hosted a private cocktail party that combined both groups. I provided snacks during the flight and paid for the coffee. , I gave away beach chair straps that my clients had made, and it was a big hit. The feedback I received was all positive, and some of the new customers who participated were asked to give me details about my next group trip. Some people requested to be added to my list so they could be the first to know,” says Hartlen.
customized beach chair straps
Hartlen advises travel advisors who are new to the industry, or those who have never hosted a group but are looking to do so, to plan their group at least a year in advance and start planning their group about 10 months in advance. We suggest making an announcement via email or social media. She prefers to keep groups to a maximum of 50 people and always plans her itinerary well in advance. Clients are free to participate in as many planned activities as they wish.
As for where to go, Hartlen recommends booking a different destination or resort than the previous year to keep clients interested and inspired. To secure the best rate, “pay attention to prices and flight schedules,” she says. Deposit is taken at the time of booking and final payment is made 60 days prior to departure. Travel requirements and documentation will be sent to group members three weeks prior to her departure, along with general information about the resort and available local tours. After a trip, Hartlen makes sure the welcome home card is already in the mailbox when the client returns home. She will also follow up by email or phone within her first week.
But above all, Hartlen recommends seeking help from suppliers and BDMs when needed.
“The great support I receive from Sandals and Unique Vacations, especially the team in Canada and the entire Sandals team across the Caribbean, has always been a great fit for my business,” says Hartlen. “We would like to thank Sandra, Omar, CJ, Kenya and Maureen at BDM, as well as Air Canada Vacations. It would not have been possible without their dedication and support.”
