A Day in the Life of a Travel Butler

Round the World Experts blogger Helen Winter

Helen Winter

Meet Edna Woname, one of Round the World Expert’s very own Travel Butlers. You’ve probably seen the word 'Travel Butler' hovering around our website and on our Facebook and Twitter, but you may still be wondering what exactly a Round the World Travel Butler can do for you.

Edna tells all about her role as a Travel Butler and what she does to make sure our customers have the best holiday possible. Although a karaoke session down the phone isn’t always required.

 My travel journey started from college, where I studied Travel & Tourism… I gained my experience in customer service and management roles working with a number of great travel companies.

Out of hours, I love watching movies and listening to music, although I’m not shy about having a good dance and sing in the office. In fact, I once belted out a ballad whilst on hold to a customer and I had forgotten to put the phone on mute. The lovely gentleman did make a rather lovely comment about my voice and still booked his holiday.

I started working at RTWE in November 2014…

But before that I was a consultant for Flight Centre for just over two years. As you can see, I love working in the travel industry.

So far I’ve visited…

11 countries and counting.

But my favourite country so far has to be…

The USA! I love it because there is so much to discover here; every time I go there is always something new to experience or see.

So far in the USA, I travelled most of the East and West coast, and I’m currently planning on visiting the South. Going on a road trip is my favourite way to travel as you get to see so much along the way, my favourite so far has to be the driving the Pacific Coast Highway between Los Angeles and San Francisco.

Being a Travel Butler means…

We support our consultants when required during the booking process and after care for customers. We introduce the service to customers once they have booked and give advice or answer questions on visas, vaccinations, insurance and destination guides.

We are also on hand to assist when our customer’s plans change and they need to alter their travel dates or routings. We also help with emergencies should they arise by liaising with airlines, hotels or ground transportation on their behalf.

However, we don’t wear white gloves and suits (do note we wouldn’t need much persuasion to do so).

A typical day starts early for us, this is so that we are on hand in case we have customers wanting to call in different time zones…

We go through the messages and requests received overnight and reply to each one; we especially check for messages from clients travelling within 24 to 48 hours. We also look for any action schedule changes from airlines, notifying customers as quickly as possible and in instances where this change will disrupt their travel plans, we communicate with the airlines/hotel/ ground transport to ensure everything will run as planned.

I have a number of customers who write in or phone about the service they’ve received…

It certainly gives me the drive to continue to give the best service possible.  I once organised a wonderful trip to the Caribbean for a customer and her daughter and upon arrival they couldn’t get to the hotel as it had unfortunately caught fire. I didn’t want them to have a bad start to their long awaited trip, especially with them not knowing where they would spend their first night.

I used Google maps to locate the nearest hotel to where they were and booked them there, so at least they had somewhere to stay. It was a rather dramatic start to a well-planned holiday, but I’m so happy to have been on hand to help things run as smoothly as possible.

My favourite part about my job is…

Helping to create a unique and memorable trip for each of our customers.

My most helpful tip is that…

You need an ESTA even if you are just transiting in USA. Not many people know this but it is essential.

Our travel butler service is free with all our Classic Journeys. Find out more about the Travel Butler service here.

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