On Location
which currently stands at 14 and includes a couple of homeworkers. “I like to think we’re like a family business, when everyone gets along; many of the staff have been with the business for over 20 years,” Devine says proudly. He keeps a close eye on marketing, focusing
mainly on direct pieces sent to the agency’s database, rather than blanket press campaigns or online offerings. “We have tried pay-per-click, but to be honest, it just attracts price-driven queries and that’s not what we’re about. We still maintain a strong web presence though,” says Devine, who is happy to muck in when it comes to any tech requirements for the business.
Spreading the word Beaver relies heavily on word of mouth, with an enviable 80% repeat level, but Devine is also keen to press on with more events that give the opportunity for suppliers and clients to meet in an informal and fun setting. “It’s all Sally and Carol’s hard work to be honest – I just turn up where they tell me too!” laughs Devine. Creating Pro Sports Travel has also helped
drive business – what started as organising pre and mid-season training camps for football teams has turned into organising the personal travel of leading footballers; but of course Devine is too discreet to say who. “We started with that about four or five years
Dover takes care of the minute
details and as an agency, they generally make a point of knowing things such as children’s ages, key birthdays and of course clients’ likes and dislikes. “Having a concierge to take
care of things and offer surprise experiences is a key part of offering a luxury travel service,” says Devine. “We know these top-tier customers really talk about it when they have a special time – they’ll remember when the kids released turtles on the beach rather than which beach they were on. They’re ticking off a bucket list and we want to help them do that.” Devine had wanted to try to update the way
they managed this with a customer relationship management system – but has struggled to find the right piece of kit. “Until we find it – it’s spreadsheets and diary reminders!” he says.
Devine also believes the agency has been successful because of the choices it makes when it comes to working with operators – operators which reciprocate by recognising the relationship time and time again. From this sleepy high street location
comes Carrier’s best-performing agent for more than a decade, Lusso’s
top-producing agent for the past five years and Prestige Holidays’ best agent last year. Beaver is also regularly voted as Aito’s All Star of the Year based on sales of Aito operators. “We have to be on the same page as the
people we work with – if something happens with a client’s booking or trip, we have to be able to say ‘how can we work together to put this right’,” explains Devine. “I always look at a problem as an opportunity to wow the client and a situation we can use to show our expertise.” Also key to success of course is the team,
ago and I think once you’re inside the ‘circle of trust’ if you like, then the players recommend you to other team mates and it goes from there; we have to be available 24/7 and it’s all about the wow factor for them,” says Devine. Given its proximity to Elstree Studios, Beaver
is also developing business among famous faces and the entertainment industry there. “If we book people under Pro Sports, it means we can ensure discretion and it keeps us in full control of the booking, as we know how flexible we have to be for these kinds of clients,” he says. With this level of business also comes the
occasional private jet booking, with as much as 5% of all flying booked this way. And when it comes to his own little luxuries in life, Devine is a keen golfer. “I get out about three times a week in the summer and I travel overseas for a golf break about three times a year,” he smiles. And of course, he has a line of operators only too happy to get out and play a few rounds with such a hard-working, well-connected, and now TTG Top 50 award-winning agent. Devine will also be making sure his team
enjoys the glory, with a dinner at The Grove to celebrate the Top 50 win.
BUSINESS OF TRAVEL SUMMER 2016
TTGLUXURY.COM 25
Photography: Tristan Newkey-Burden
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