Lessons in Communication From a Week at Sea

KHM Travel Group just wrapped up our biggest event of the year in late February. A 7-Day Caribbean cruise on Norwegian Encore visiting the beautiful ports of Harvest Caye, Roatán, Costa Maya and Great Stirrup Caye. And while our sights onboard and in port were remarkable, what was even more enjoyable to witness was the camaraderie among travel advisors.

Throughout the week, there were countless moments where agents gathered to share ideas, stories, lessons learned and advice. Some conversations happened during supplier appointments. Others during roundtable discussions or general sessions with hundreds of attendees. And many of the best ones happened in the small moments like over dinner, by the pool or before the day officially started.

What I was able to witness and be a part of in my conversations that week was a synergy of passion and open communication. Attendees weren’t just talking to each other. They were listening and learning from each other’s experiences.

Here’s a piece of what I shared with that group about communication as it relates to what we do every day in the travel industry.

Communication is not about what you say. It’s not even about what your clients hear. It’s about what they understand. If they don’t comprehend what you’ve said … hopefully they didn’t even hear you. Because if they did, and it was something entirely different than you intended, there’s a problem. In the travel business, this break in communication can matter more than you think.

Consider the conversations you have every day. You hold client consultations where you discuss specifics about resorts, itineraries and destinations. You call suppliers to ask questions and make changes. You reach out to your host agency to seek guidance and reassurance. You may even talk to new people you encounter about what you do and the value you bring as a travel professional. Each conversation carries a different, yet important message.

In your business, ask yourself:

• Do your clients understand your value that’s different than booking on their own or through a website?
• Do your suppliers understand your loyalty to their brand?
• Does your community understand your professionalism?
• Do your fellow agents understand how much you have to offer when collaborating?

In today’s world, communication is faster than ever before. Messages and replies can be sent and received in seconds. AI can draft emails. Automation can send reminders. Technology can enhance the visual experience.

But none of those tools or enhancements can replace human comprehension. To help with comprehension in your life, ask questions and check for understanding by repeating details. Asking more questions can let you know if others realize your value, your loyalty and your professionalism. Inquire what they think about you and your business. Give them grace and give them trust that you will listen to what they have to say.

We live in a world that can manufacture wonder through AI images and videos. Editing and filters can have you wondering what’s real.

In travel, we deal with something authentic – Awe. Sunrises. Mountains. Moments. Memories. Your job isn’t just booking travel. It’s communicating wonder in a way travelers can comprehend. When someone fully understands the experience you're helping create, travel becomes more than a transaction.

Watching hundreds of travel advisors share ideas, stories and support throughout the week reminded me that our industry does this well. We communicate and collaborate. And together, we help travelers understand the wonder that’s waiting for them in the world.