After 11 years in the airline and customer service industry, Steven Kerr has accumulated a wealth of experience and now specialises in all aspects of the travel planning process. Since 2008, he has been the corporate sales manager at Trafalgar Travel Limited, the full-service travel-management company with the passion for planning that perfect trip for its clients.
Kerr heads a team of six persons in a fast-paced, customer service-driven environment. His job has proven to be different in some ways from his days as a customer care agent at Air Jamaica Holdings Limited, and a customer service supervisor at US Airways, handled by Jamaica Dispatch Services. However, he has brought with him a high level of professionalism that is expected in the highly competitive industry.
"Working at the airport is a bit easier. You are working for one airline and you must know the policies and regulations that govern it. However, when you are working for an agency, you must know and learn all the regulations for all the airlines and suppliers that you do business with," Kerr said.
Both areas, he said, have their advantages, citing that working at an agency is more corporate than working at the airport. Kerr said at the airport, there is more face-to- face contact with the client, while working at an agency involves mainly sending emails and telephone contact.
"Person to person facilitates better communication and helps to develop quality relationships when compared to emails and the telephone. So when we are working with a corporate client, we try to have face-to-face contact with them to build a solid relationship. Our mandate is quality service and quality relationships," Kerr said.
Over the years, Trafalgar Travel Limited has diversified its products and services to meet the changing business environment. A new business-development model unveiled recently now offers clients sports travel and incentive travel options, and it is in the process of developing technology solutions to meet the needs of leisure travellers.
"We are not just selling tickets, we are selling an experience. We realise that the world is technology driven, so we are not just another travel agency, we are a travel-management company," Kerr said.
Corporate clients can now take advantage of the company's online travel solutions. Kerr classifies it as a dual experience that encompasses the online aspect and a travel agent who the client can call for queries.
"I love what I do. It is a challenging and fast-paced environment. Everybody has a deadline and everybody is calling you. Overall, it is a fun business environment to be in," Kerr said.