The average SmartFlyer travel advisor is generating just shy of AU$4 million (US$2.5 million) in annual production – five times that of a typical consortia agent, Michael Holtz, Owner and CEO of the New York-headquartered agency has revealed.
SmartFlyer has around 250 agencies around the globe (including Australia through the venture with Goldman Travel Group – SmartFlyer Australia), and nearly one-third (70) of that number are producing over US$2 million in annualised volume, Holtz told LATTE this week.
“When you extrapolate the SmartFlyer One agents, they’re doing 10 to 20 times what the typical consortia agent would do,” he said.
Digging deeper, about 18 SmartFlyer advisors are producing over US$7 million annually.
Such is the success of the SmartFlyer business model, often CEOs, Leaders, and other senior luxury brand executives are drawn to the office, wanting to talk directly with the frontline sellers, to directly praise them for their support and strengthen already solid business relationships.
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Quizzed by LATTE on what’s been the driving success of the 35 year-old business he started, Holtz says SmartFlyer’s proprietary tools, its partners and the brand’s internal program, SmartFlyer Elevate, designed to enhance the travel experience of clients with personalised perks and exclusive benefits.
But more crucial is communication. Prompt communication.
“When people need a response and they have questions, they come to Erina, they come to me, they come to our senior leaders, the heads of air and products and they get an answer back very quickly.” Holtz said.
“The key is to respond quickly. Keep the communication flowing. There’s no need to let an email marinate for a day or so. Respond and resolve.”
The average age of a SmartFlyer advisor in the United States is around the late 30s, early 40s.
“But we’re not age specific. It’s really about growth.”
“Everyone within SmartFlyer enjoys what they do. They want their business to grow. They love working with customers. Hospitality is in our core, and they know how to communicate. Communication is critical.”
“Plus, they are keen to listen and want to learn. That’s important.”
“It’s not so much the age of the advisor, but their eagerness to learn.”
Further, on the topic of working from home, Holtz says “we don’t really believe in that.”
It’s part of the reason SmartFlyer has moved into a luxurious penthouse near Hudson Yard, with ample space for dozens of ‘Smarties’ in New York and its surrounds to work from. The New York City Penthouse space is to allow for community, and collaboration for those at HQ, as well as ICs from around the country or world that can either come to the headquarters for events, or stop by when visiting New York.
“A lot of people think they can run their whole business remote. “We don’t really believe in that.”
“Is there an aspect of remote work? Yes, but having a communal place for people to come and where they could collaborate on ideas, is essential. And its great for mental health that people have a place to go so they can remote.They can have meetings and face-to-face.
“It is all about combining remote with physical and that allows us to do what we do.”
