Comment: Just rewards are essential as workloads grow

I recorded a webcast with Virgin Voyages’ Shane Riley last week and discussed the expansion of his team – including welcoming back someone who had left the industry during the pandemic.

Shane hailed the instant impact she would have and summed things up succinctly by saying: “She’s back where she belongs.”

With reports of strong trading continuing, the pressure to service every enquiry is putting a new strain on retailers and suppliers alike. And while dealing with a surge in bookings is far more positive than contending with wave after wave of cancellations, travel firms are having to be adaptable and creative to ensure the wellbeing of both existing staff and those they hope to recruit – or tempt back.

Bringing on board fresh talent is of course crucial to the future of the industry, but many canny bosses have stayed in touch with those who departed and can now point to a strong rebound and a rekindled positivity as they invite them to return.

One of the key messages in those conversations will be earning potential, particularly for those who have found good livings in alternative sectors, and that will increasingly shine a light on pricing and margins.

I have spoken to a number of agents who feel volume is taking precedence over price for some suppliers, tempering the news of record bookings with limited commission-earning potential.

It is always a delicate balance, but the sector must find a way to improve returns for all working so hard to drive business. After all, there’s nothing more galling than busting a gut for little reward.