What can we learn from our longest-serving Personal Travel Manager?
Lisa Metzl has clocked up an astonishing twenty years as a member of the TravelManagers family, and one of our longest-serving personal travel managers (PTMs). We sat down with Lisa to ask her what makes TravelManagers special, and why, after more than two decades as a home-based travel advisor, she still believes that there’s no place like home.
What drew you to join the brand-new TravelManagers in 2005?
I was working under an agency with my own clients as a home-based contractor, and although I wanted to continue working remotely, I also wanted to feel supported and part of a team. I was browsing Travel Daily one day, and I spotted an article about TravelManagers. Truth be told, I didn’t realise how new the brand was, and I had no idea at the time that I was taking a huge leap of faith.
What support did you receive in getting started?
I was the first PTM to join TravelManagers, and because it was a new business, there were no documented procedures and processes in place. For me, working with our National Partnership Office (NPO) to set these up was all part of the adventure.
While TravelManagers was a new business and started to grow, I offered my help to new PTMs wherever needed. I enjoyed helping new PTMs move through the onboarding process by taking on a mentoring role and providing training on systems and procedures.
What have been some of the biggest milestones in your career over the past two decades?
When I left my corporate consulting job, I had no clients and it took a long time to build a new business from the ground up. In the early days of home-based advisors, many people didn’t really understand how I could do this job from home. I’m very proud of the business I’ve built, which continues to grow every year.
I have also been humbled by the recognition and awards I have received from the TravelManagers community. In 2013, I won the TravelManagers Choice Award, which is voted on by the network’s Personal Travel Managers (PTMs) and recognizes a fellow PTM who embodies the brand’s values, professionalism, and willingness to help others. The following year, I felt very honoured to receive the Barry Mayo Spirit Award, presented each year to someone whose attitude has helped boost TravelManagers’ culture.
Can you share a particularly memorable moment over this time?
I loved the day where I first got to meet some other PTMs – at an aircraft inspection at Sydney Airport. We were all so happy to meet each other, and we swapped business cards and kept in touch. There was no intranet or Facebook Group back then, so we had to rely on phone/email and events to stay in touch. From then on, our annual national conference has been my favourite moment each year. It’s like a huge, extended family reunion where we can all get together, catch up and reconnect.
The entire travel industry has changed dramatically over the last 20 years. What are the biggest shifts you’ve witnessed, and how has TravelManagers evolved to meet them?
Technology would have to be the biggest change to the way I work as a travel advisor. Nowadays, researching and booking is so much faster. In the early years, you could only find information in brochures and make bookings via phone or email. Now, we have booking tools with real time pricing that allow us to be much more efficient in the way we look after our clients. This has also made a huge difference in the support we offer our clients – no matter where they are in the world. They can communicate directly with me, 24/7, via email, text or the TravelManagers app, which gives them total peace of mind and freedom to enjoy their holidays.
What do you think is the biggest misconception about travel advisors today, compared to when you started?
I think it’s the opposite: there used to be a common misconception that travel advisors were just ‘bookers’ and ‘order-takers’. The wider perception of us has evolved, as people have come to understand that we offer so much more: we’re expert travel advisors who craft personalized, stress-free journeys designed to inspire, delight, and leave lasting impressions.
What role has TravelManagers played in your growth and success as a travel advisor?
The support offered by our NPO team in every aspect of my business is invaluable, from the ongoing training provided by various NPO teams and partner suppliers, to the enhancements in technology and systems that help me to work smarter. I love knowing that I can call anyone from NPO (even senior management) if I need to, and I’m grateful to have people who have my best interests (and those of my clients) at the forefront. They look after all the industry challenges, including insurance, protecting client funds, and supplier insolvency, so I can concentrate on doing what I love.
Can you share a story of a client who has been with you for many years?
I have so many clients that have been with me from the start of my home-based business, and I’m so grateful for the trust they have in me to always have their backs when they travel.
To this day, I have one client who still talks about the time that Qantas grounded their entire fleet (back in 2011). He was on his way back to Australia from London when, along with all the other passengers, he was stranded after being offloaded in Bangkok. He called me from the manic scene at Bangkok airport, and I promptly rebooked and reticketed him on another airline – he didn’t even have to leave the airport. He thinks I am amazing, but I’m just doing what I love.
Where do you see the future of travel advisors heading in the next 10 years?
The rise of AI might seem scary, but as clients become more accustomed to using it, travel advisors will also need to embrace its arrival. It will be even more important that we build and maintain relationships with our clients because, more than ever, our expert advice and personal experience will be what sets us apart and defines our value.
What keeps you passionate about travel after all this time?
When I look back on the past 20 years, so much has happened. I could never have imagined in 2005 that I would still be here, but I also couldn’t imagine being anywhere else.
I’ve always loved travel and the thought of exploring new places and having new experiences. I’ve had lots of amazing opportunities to travel myself, and I still have plenty of experiences and destinations to tick off my bucket list, with Antarctica and Ireland at the top. When I create a holiday for my clients, I apply the same passion in tailoring the experience to their needs.
My clients are a big part of why I am still passionate about my job – I love going through the planning process together and then hearing about their experiences and seeing all their photos. They are my biggest advocates, and I am very grateful for their repeat business and the referrals they send me.
With the benefit of hindsight, how has your experience with TravelManagers matched the expectations you had when you started?
Well, 20 years later I’m still here and still loving it, so I think that speaks for itself!
Looking ahead, what advice would you give to someone considering a move to TravelManagers?
Quite simply, do it – it will be the best decision you ever make. The combined years of knowledge within the network is astounding, and even more importantly, everyone is willing to share their knowledge with their fellow PTMs – there’s no gatekeeping.
If I could go back in time to my first year with TravelManagers, I would enjoy the down time more. Because I came from a corporate background, I didn’t have any clients when I first started my business as a PTM. It took time to grow, but once that momentum starts to grow, you’ll never have to worry about down time again!
For more information on making TravelManagers your home away from home, talk to one of our Business Partnership Managers.
