Though Mike is relatively new to Avanti Destinations (this September he approached his 13-month mark!) his role is integral to our growth over the past year. Brought on board in 2023, Mike has been tasked with managing our new Reservations Office in Manchester. With the official launch of the UK office this past January, Avanti has had the ability to expand our phone hours for European reservations, now reachable as early as 6:00am ET (3:00am PT). Mike comes from over 22 years of experience in contact centers, showcasing his strengths for top-tier customer care, office management, and a personal passion for travel and culture in his daily work life. As the Manchester office continues to grow, Mike is looking forward to stepping up operational support, adding to our Manchester staff, and growing what they can bring to Avanti as a whole. Discover more about the Manchester office and Mike’s unique insights with the full article below!
Tell Us About Avanti's Manchester Office: “The purpose of the Manchester location is to expand Avanti’s ability to provide customer care and emphasize the human element of our business. By opening a new office within a European time zone, we have been able to extend our phone hours to 3:00am-5:00pm PT (6:00am-8:00pm ET) for all Europe-related itineraries, making it more convenient and seamless to get in touch with us. This all started in the autumn of 2023 when we began the onboarding of our Manchester team, and then officially launched it for business in January of 2024. This has been a huge success in the way we provide customer service and support.”
How Are Calls Prioritized Per Location? “When we receive calls pertaining to European itineraries, the Manchester office is the go-to in the early mornings until the Portland, Oregon office opens, at which point calls are directed to the first available Travel Consultant in either location. Manchester has also recently been trained for taking inquiries regarding destinations in North Africa and the Middle East. Even before we start taking calls in the UK office, our team has already started checking email inquiries – much of the time, while Travel Advisors in the USA are asleep, we are responding to emails so they can wake up and discover answers to their questions."
What is Your Role in the Manchester Office: “Since the office itself is fairly new, I have worn many hats over the past year to ensure that everything is running smoothly – sometimes that’s reviewing reports, other times that’s making sure the coffee machine is working! In general, I focus on operational matters and business management. I spent over two decades in contact centers, telecoms, legal services, and customer care, and I have loved bringing that background to help launch Avanti's new office.”
What Makes Avanti Stand Apart: “We put people at the heart of what we do. Avanti is everchanging and growing with an emphasis on improvement, always wanting to best serve our Travel Advisors. We love feedback, so don't hesitate to reach out to us and let us know what you need. Additionally, our team is highly trained and knowledgeable, and we put a lot of energy into educating our staff so they are always up to date on destinations. We love travel. It’s a job that we genuinely enjoy, and that shows through our work."
What Is Your Most Memorable Travel Experience: "I’ve been to London and Rome through Avanti, which were great ways to get introduced to some of our offerings. The most incredible Avanti experience was sharing a meal in a local Roman home – it was the best dinner party I have ever been to. Not only was the host an incredible chef with a warm-hearted and welcoming family, but we got to meet people from all around the world over a meal together (we tasted several types of ragù dishes that were slow cooked for hours). I have also gone on personal trips to Dubai, Borneo, Singapore, much of Europe, and Australia several times – all of which were amazing!"
What Are Some of Your Travel Recommendations: "On your first night at a new destination, don’t book anything. Get lost in your surroundings. Go out and have a walk around, get out your map and soak everything up. Book free time to explore. If you ever find yourself in London, my absolute favorite hotel is The Kensington. It’s truly amazing. Each room in the hotel is individually decorated with elegant décor, they have amazing meals and tea options, and it’s close to so many attractions. Absolutely luxurious."
Thank you, Mike, for sharing your insights, and for all that you do for Avanti!
