Why Hiring for Attitude is the Key to Success
When hiring for your travel agency, it’s easy to focus on experience and technical knowledge. However, one of the most crucial lessons in recruitment is to hire for attitude and train for skill. This philosophy is not just an old saying—it’s backed by research and real-world experience.
A positive attitude is often the single most important factor for success in any team-oriented environment. It’s easier to teach technical skills like booking systems or destination knowledge, but a poor attitude can quickly disrupt team dynamics, lower morale, and even damage your agency’s culture. Like the saying goes, ”one bad apple can spoil the bunch,” and that’s certainly not what you want for your travel business!
One study even revealed that when teams were asked to complete tasks, groups with a single negative member performed 40% worse than those with entirely positive participants. This goes to show how much of an impact one bad apple can have on the overall performance of a group.
How to Spot the Right Attitude
Easier said than done, I know! I won’t keep you guessing, instead, here’s a practical approach for identifying candidates with the right mindset:
- Positive Energy: Look for candidates who radiate enthusiasm for the travel industry. Passion for travel often translates to a genuine desire to help others have incredible experiences.
- Cultural Fit: Assess whether they align with your company’s values. Does the candidate demonstrate a team-oriented mindset? Are they willing to collaborate and adapt to your agency’s way of doing things?
- Adaptability: In a fast-paced industry like travel, things can change quickly. Look for flexibility and openness to learning in your candidates. If they’re willing to grow with your agency, you’re already on the right track.
- Problem-Solving Mindset: A positive attitude also comes with an ability to solve problems. People who maintain composure and stay proactive in stressful situations are essential in the travel industry, where last-minute changes can most definitely occur.
Train for Skill
The technical aspects of being a travel agent—using booking platforms, understanding various travel products, and managing itineraries—can be taught. In fact, if you hire someone with the right attitude and provide them with the proper training, they can quickly become one of your most valuable team members.
That said, don’t completely overlook a candidate’s willingness to learn. During the interview process, gauge their openness to gaining industry certifications, such as an Associate Travel Professional (ATP) or Certified Travel Professional (CTP). These credentials can help new hires hit the ground running and give you peace of mind that they are committed to growing within the industry.
Screening for Detail-Oriented and Professional Agents
Once you’ve screened for attitude, the next key trait to look for is a high level of professionalism and attention to detail. The travel industry is a highly detail-oriented business, and mistakes—such as errors in booking or miscommunications with clients—can be costly both in terms of money and reputation.
When interviewing potential hires, look for someone who can:
- Follow Instructions Carefully: During the hiring process, include specific instructions on how to apply (e.g., requiring them to submit a resume in a particular format or include specific information in their cover letter). If they can’t follow these basic instructions, they may not have the level of detail required for working in your agency.
- Demonstrate Strong Organizational Skills: Ask about a time when they had to juggle multiple tasks or handle a complicated client request. Candidates who thrive in busy, detail-oriented environments will usually have a proven system for staying organized and avoiding errors.
- Triple-Check Information: Travel agents are responsible for handling crucial details like passport information, flight reservations, and visa requirements. Look for candidates who have experience with quality assurance or who exhibit a meticulous approach to their work.
Finding Serious, Committed Candidates For Your Travel Agency Team
In addition to attitude and attention to detail, you want to ensure that your hires are genuinely committed to a career in travel. This is especially important when you are bringing on ICs, who are often self-directed.
Some questions to ask during the interview process include:
- Are you committed to growing as a professional? Candidates who already have industry certifications or are open to gaining them demonstrate a commitment to their career. While it’s okay if they don’t have certifications yet, their willingness to pursue them is a good sign that they’ll take their role seriously.
- What are your long-term goals? Understanding where your candidate sees themselves in five years can help you determine if they’re likely to stick around and grow with your agency. Look for individuals who are interested in career development, not just a short-term gig.
Setting Clear Expectations: Contractor vs. Employee
One common point of confusion for many new hires is the distinction between being a contractor versus an employee. In the travel industry, most ICs are responsible for their own training, marketing, and business operations while working under the umbrella of your agency.
As an agency owner, you’ll need to clearly communicate these expectations to avoid misunderstandings later on. Make sure your candidates understand:
- They are responsible for finding and maintaining their own clients.
- They must invest in their own training and professional development.
- They will have access to the agency’s tools and resources, but success ultimately depends on their efforts.
Providing a thorough explanation of your hiring model ensures that potential hires know what they are signing up for and are committed to succeeding in this independent role.
Leveraging Training Resources to Boost Team Success
Training is an important part of onboarding new agents. As an agency owner, you may not have the time to provide in-depth training to every new hire. Fortunately, there are resources available to help.
For example, programs like Wanderlust Campus offer comprehensive training solutions for new travel agents, including sales, marketing, and client management. Leveraging a third-party training program can save you time while ensuring that your new hires receive the education they need to succeed.
By utilizing educational partners, you can onboard new agents quickly, equipping them with the skills and knowledge necessary to hit the ground running and start making sales within their first 90-120 days.
Hiring the right travel agents for your agency is a delicate balance of finding individuals with the right attitude, attention to detail, and commitment to their careers. By focusing on attitude over skill, setting clear expectations about the role, and leveraging professional training programs, you can build a team of high-performing agents who contribute to your agency’s success.
Whether you’re looking to scale your travel business or simply want to ensure that your current team is functioning at its highest potential, these tips can help you assemble a great team that’s ready to take your agency to the next level.
For more information on building your travel agency team and additional resources, visit us at Wanderlust CEO.
