Here's what they have to say...
Hilton Cairns commenced its first training workshop with Travconsult in 2002 and has partnered with Travconsult ever since on multiple service and guest experience enhancement trainings, tailored for the Japanese and Chinese markets. The Asian markets, in particular Japan, are critically important to this destination, (especially post-COVID) and therefore developing team members who understand the expectations and nuances of Asian service excellence is paramount. It is testament to Travconsult’s thorough understanding of these markets, which they continually refresh their knowledge, their ability to take a collaborative approach in developing gap analysis, and then delivering highly engaging and meaningful training, which has ensured we continue to partner with them. As a result of these trainings, we see team members demonstrate enhanced cultural understanding, confidence and most of all an ability to exceed the expectations of our guests. Trevor and Lilly are a pleasure to work with and have repeatedly demonstrated their ability to deliver training which achieves meaningful outcomes in delivering service excellence.
Scott Wilson
Cluster General Manager Hilton Cairns and Double Tree by Hilton Cairns
I first met Trevor & Lilly when they presented at “The Connecting with Asia China Masterclass” in 2018 and I was impressed with their infectious passion and energy for the industry. Since that time, I have worked closely with them on two projects: "Engaging Your China Guest Workshop" and the hotel's first "Guest Experience Program". Both engagements have been a great success. TravConsult have helped increase the hotel's national and international profile and equipped hotel staff with the skills and confidence to ensure each and every guest who stays at The Point has a truly satisfying experience.
The "surprise and delight" mantra of the Guest Experience Program has inspired the team to take a fresh approach to the guest experience and it has paid dividends through return bookings, compliments, referrals and guest satisfaction ratings. Their professionalism and willingness to share critical industry information helps to make them stand out as real performers in a highly competitive industry. I have no hesitation in recommending TravConsult to any organisation in the travel / hospitality industry who wants to take their business to the next level.
Aaron Roberts
General Manager The Point Brisbane
On behalf of AccorHotels Pacific, I would highly recommend the work of Trevor and Lilly at TravConsult who we have been working closely with for many years. Not only are Trevor and Lilly an absolute delight to work with, their guidance, insights and Asia market experience have been instrumental in the development of our Optimum Service Standards for the Indian and Chinese markets, and the subsequent pioneering implementation of this program in our major inbound hotels across the region. I have the utmost respect for Trevor and Lilly and would have no hesitation in recommending their services.
Simon McGrath
Former Chief Operations Officer AccorHotels Pacific
Working with TravConsult has been a pleasure for both myself and my team. Their guidance and insight was instrumental in AccorHotels being the first hotel group in New Zealand to develop and introduce Optimum Service Standards for the Chinese market, and the subsequent pioneering implementation of this program in our major inbound hotels across the country.Under the programme, Accor hotels provide services such as provision of particular foods as part of the breakfast buffet, Chinese speaking reception staff, Chinese language TV and newspapers, concierge assistance and other services. A key component also was the training and education of front-line hotel staff about the cultural background of China and the specific needs of Chinese guests. This program has played a fundamental role in supporting the growth of New Zealand’s second largest and fastest growing major trading and tourism partner, and has seen the participating Accor properties benefit with well above market growth.TravConsult actively managed the accreditation process with the Chinese Business Council and now nearly three years later the programme is still seen as best practice. We would have no hesitation in recommending their services.
Garth Simmons
Chief Operating Officer Malaysia, Indonesia & Singapore AccorHotels
On behalf of the Board, members and guests of BNE Enterprise, can I sincerely thank you for facilitating the panel session at the Business Breakfast event recently. Focusing on presenting a "Queensland Tourism and Aviation Update", everyone really appreciated the insights and contribution from all the guests.
In the current circumstances, there was a very warm atmosphere in the room and the quality of the dialogue and conversation from yourself and the panel was exceptional. Thank you for your support of BNE Enterprise and I look forward to working with you in the future.
Doug Pye
Director BNE Enterprise
Working with Trevor and Lilly from TravConsult was a pleasure. Trevor and Lilly took a truly collaborative approach supported by a comprehensive “business gap analysis” to create an engaging, and well received training program. Frontline employees received practical tools to better communicate and interact with our most valuable clients. The results were immediately apparent, with team members substantially improving their confidence and cultural understanding, and an increase in positive feedback from our guests. I would recommend TravConsult to any business eager to better understand Asian markets.
Damian Quayle
Chief Operating Officer The Star Sydney
The team at TravConsult have been a great supporter of Melbourne Airport over the last 6 years as we have developed & implemented our Chinese Customer Experience Strategies “China Ready” and “China Friendly”, as well as our Indian Passenger Experience Strategy. Trevor & Lilly’s expertise in these key markets have ensured that we continue to be well positioned to take advantage of growth opportunities through improved service ratings from both Chinese & Indian passengers. One of TravConsult’s strengths has been their ability to work constructively with our staff & our key service providers through for example their tailored Passenger Experience workshops. This has enabled alignment of approach on our customer service strategies & contributing to our airport becoming the only Australian Airport to be accredited by the Customer Service Institute of Australia.
Simon Gandy
Former Chief Strategy & Development Manager
Current Executive Vice-president & Chief Operating Officer JFK Airport
Current Executive Vice-president & Chief Operating Officer JFK Airport
Trevor and Lilly, husband and wife team from TravConsult, have worked closely with Auckland Airport’s business development team over the last 4 years. Together we have helped change the landscape of New Zealand tourism and helped support and influence the country to become “Asia ready”, with a particular focus on China. TravConsult have worked with Auckland Airport on many tactical deliverables, including specialist training for airport staff and retailers, through to country wide tourism operator workshops focused on off shore programmes. Trevor has also built up a fantastic reputation as MC for our Asia Summit Conference and both Trevor and Lilly have extensively participated in the Asia Summit panel discussions. Trevor and Lilly’s offshore expertise in key markets have ensured that Auckland Airport has led the change and focus for the entire country, and enabled us to continue to take advantage of the continuing Asian traveller growth. TravConsult research & shape their programmes tailored to the audiences they are presenting to, from Board level to front line staff. Trevor and Lilly’s continued professionalism and close relationships maintained within our team are a credit to them.
Mark Frood
Former International Market Development Manager
Brisbane Airport Corporation has worked with TravConsult for the past 5 years. During this time, we have collaborated on a number of projects including: Chinese, Indian, Korean & Japanese Culture & Customer Service Workshops; China Market Update for Senior Management Team; accompanied Brisbane Airport to China in 2014; China Strategy Development Consulting Project. Throughout all of the above we have found TravConsult to have thorough and up to date knowledge of current trends, demographics and behaviours within the various Asian market segments as well as relevant information on the travel retail and aviation environment. TravConsult has delivered programs to everyone from front line retail staff members to Senior Management and CEO level. We value the professionalism and up to date knowledge that Trevor and Lilly hold and we look forward to working with them on further projects in the future
Andrew Brodie
Former GM Airline & Retail Development (current CEO Sunshine Airport)
Lilly and Trevor provided an educational and accurate insight into China and its culture. Their dedication to training and ongoing support has benefited our business’s understanding of China which has evolved into successful relationships.
Terry Rossitto
Infrastructure Development Manager
TravConsult provided Chinese cultural training in the lead up to our CEO mission to China. The insights and advice provided by TravConsult proved to be an important part of our preparation for the trip.
Todd Coates
Former CEO
Trevor and Lilly were highlights at our National Property Conference in April 2022 with their session ‘Fortress Australia: Unlocking the impact on Australia's tourism industry’. We were impressed with their excellent and deep discussion which had great examples and plenty of data for our audience to utilise. They were a delight to work with in the lead up and on the day, they seamlessly worked with us and the other speaker in their session to ensure their content was relevant to our audience. TravConsult were a great addition to our program. Our member feedback who attended their session has been very positive. On behalf of the Australian Property Institute, thank you for speaking to our attendees and providing our members with a deep dive into aviation, tourism and retail industries.
Amelia Hodge
Chief Executive Officer Australian Property Institute Ltd
On behalf of TFWA, our sincere thanks to you for speaking at the TFWA Asia Pacific Conference in Singapore on May 13. Your contribution to the Perfection Personified workshop was extremely interesting and challenging, and gave delegates much 'food for thought' on how we as an industry can better serve the Asian nationalities on whom we increasingly depend.
Erik Juul-Mortensen
President TFWA
Lilly and Trevor planned and delivered one of the most successful presentations at our 2014 conference, due to in a large part, their detailed planning & preparation. Our delegates really gained an insight into the culture & customs of Chinese visitors, & enjoyed the fun activities planned by Lilly to make the experience real & enjoyable.
Elizabeth White
Chief Executive Officer Victorian Caravan Parks Association
With a large percentage of our clientele being from the South-East Asian region, Trevor & Lilly from TravConsult bring to the table a great deal of experience in the understanding of Asian Culture and Customs and they have a unique way of sharing this experience with our staff. Our staff are now confident and willing to deal with guests of different nationalities and this is evident through the many and varied forms of positive correspondence that we receive. TravConsult are an industry leader when you think of cultural training in the Hospitality and Tourism industry. They are results driven and demonstrate a special bond with those who participate in their programs.
Nic O'Donnell
General Manager
Trevor & Lilly delivered a fantastic programme and series of China Workshops sponsored by Auckland Airport in Queenstown. They were extremely well thought out and presented and very informative and practical. I have taught in Thailand and worked in Hong Kong on training programmes; I must say this has been excellent!
Paul Casson
Chief Executive Venture Southland NZ
Business Tourism Australia
TravConsult's India market-specific Business and Customer Service Workshops work through cultural differences and nuances to empower tourism executives, managers and their teams the much needed cross-cultural business skills and customer service knowledge required to effectively understand and successfully engage and interact with their clients and customers from India.
Peter Colahan
CEO BTA
Management through to front-line team members emerge from TravConsult’s Japanese Customer Service and Chinese Customer Service Workshops with fresh perspectives and important skills. They learn the cultural impacts on service needs and expectations and look at techniques on how to improve customer service delivery and consequently, increase customer spend. Without doubt, this new knowledge has significantly improved our team's customer service approaches and interactions with a positive effect on the manner in which cultural diversity is understood and recognised throughout the complex.
Mike Chep
Customer Relationship & Training Manager Sofitel Reef Casino Cairns
For many years there has been a need for tourism suppliers and their staff to better understand the service expectations of Japanese visitors to Australia...