Take Sharon’s point of view

Agent focus

Take Sharon’s point of view

The Discovery Travel Agent of the Year speaks to Travel Weekly

Sharon Morley is sales and marketing manager Wickers World Travel, based in Newquay Cornwall. She is also the World Travel Market Discovery Travel Agent of the Year. She talks to Travel Weekly about her job and her views.

How long have you worked in travel?

18 years

What is the attraction of working in the travel industry?

It’s the fun, the change and the challenge. No two days are the same.

Do the low salaries deter new entrants?

Very definitely. We have taken on trainees and they can get something similar working totally unqualified in the local Spar, which is a shame; but in recent years, especially in the independent sector, it has improved.

What personal skills are necessary to work as a travel agent?

You have to be able to get on with people. When you take on older people they may not have the qualifications that younger people have but often they can relate to people better.

What is the worst customer you have ever had?

I’ve had nothing major – we are pretty easy-going here in the West Country – but there are the ones who want everything for nothing, take all of your time and want as much money off as possible. They want you at their beck and call seven days a week and whatever you get is never enough. Sometimes you just have to say that this is what you will get and if you want more you are going to have to pay.

How do you see the travel agent’s role changing in the future with the emergence of the Internet?

If you use the Web as a tool rather than an enemy, you are all right. Customers use it and many now say: “We’ve found this on the Internet.” You use it with the customers. It is a question of trust – whether people know that you are going to do the best for them.

What advice would you give for anyone wanting to move into travel?

I won’t say ‘Don’t do it’. Go at it with a vengeance. Be adaptable; prepared to change and keep smiling.

What would you change about the industry if you could?

Commission levels! I think that’s a foregone conclusion – that’s the same for everyone.

Is there a lack of appropriate training in the industry?

I think there is. There are a lot of courses; most are extremely good but if you are a small company then for someone to be on a week’s training is a week without a valuable member of staff. It is not easy.

If you weren’t in travel what other career would you like to do?

Interior design. I like decorating and seeing things look nice. It is relaxing.

Sharon Morley’s Cv

Job title: sales and marketing manager, Wickers World Travel.

Age: 35.

Qualifications: O’ levels; national diploma in travel and tourism; various fares and ticketing courses.

Salary: I would rather not say. Varies depending on bonuses.

Path to career: trainee consultant Renwicks Travel, then Lunn Poly, Pickfords Travel, then independent sector; now manager at Wickers World.

Morley: getting on with people is a key requirement