from her; she was a friend as well as a colleague.” Dobson’s promotion came


after an eventful year for the Scotland-based agency chain. Last November, founder and chairman Bill Munro left the business just over eight months after Barrhead was acquired by Travel Leaders, the US travel agency business, for an undisclosed sum. Dobson says the acquisition by


Travel Leaders was the “best thing to happen” to Barrhead, adding: “We didn’t have the same capabilities before, but now we’re part of a larger group we can pool our resources both in terms of people and buying power. They have been very supportive and helped us put a new business plan in place.” Dobson says Travel Leaders is


not “overly involved” day to day. “We have a UK team and they are there if you need them,” she adds.


Targeting growth


In terms of growth, Dobson says there are a “multitude” of areas Barrhead is looking at, from online to store openings. “There isn’t any one thing that


will drive growth and any business has to have a multi-channel approach,” she says. “I think many of the high street chains that failed last year did so because they didn’t have this approach. “We want to improve efficiency and the customer journey online. 85% of customers start their research online, so it’s more important than ever that our tech keeps evolving. Growth online will help growth in store.” Barrhead is looking to expand


further in England and is eyeing up shop locations in Manchester and the south. Barrhead currently has English stores in Leicester,


Newcastle, Barrow-in-Furness and Southampton. In Scotland, Barrhead this week opened the doors to its newest shop, in Fort Kinnaird Retail Park near Edinburgh, complete with a virtual- reality area, iPads and dedicated cruise and long-haul teams. Barrhead operates 37 of its own


stores, including Fort Kinnaird, nationwide, and has plans to open 25 more over the next five years. But Dobson says the overall goal


is not for Barrhead to be in every UK high street. “When deciding where to open new shops, we look at the competition, the employment and the footfall,” she says. As well as new stores, Dobson


says the business will be re- investing in existing shops through refurbishment and modernisation. Its Livingston branch recently underwent work to double its size. In terms of technology,


Barrhead is expanding its digital team and is recruiting for a head of e-commerce. “Millennials want video and live


chat, so it’s making sure we can do all that,” says Dobson. “Our social media teams are former travel agents, so having that knowledge and background will enhance our customer service in this area.” Another area of growth for


Barrhead is Brilliant Travel, its division for homeworkers and Managed Service Travel Partners, which has welcomed 18 new members in the past year. And from this month, calls made


to the main Barrhead number will be fed to Brilliant members. Staff training and development


are taken seriously at Barrhead and that is reflected in the investment it puts into managing talent. A ‘live pod’ has been


We want to improve the customer journey online. 85% start their research online, so it’s more important than ever that our tech keeps evolving. Growth online will help growth in store


installed at its training academy in Glasgow for new staff to manage live enquiries with the support of a full-time trainer. Meanwhile, a live-chat facility


has recently launched for new recruits and modern apprentices in which they can ask questions which are answered by members of the training team or regional sales managers. The messaging service is due to be rolled out company-wide after the peak booking period.


Nurturing talent


Nurturing talent is something Dobson can speak of personally. Having started out as a sales consultant in a small Scottish agency in 1993 where she shadowed her boss for six months, she went on to run the shop before moving to Barrhead to work in its original store in Barrhead Main Street servicing corporate clients. Within six months she was running the department and was later part of the team which launched its long-haul and cruise departments in Barrhead’s city centre store in Glasgow. Dobson was promoted to cruise and long-haul director in 2007 and, following a management buyout in 2007, to managing director. “I always wanted to travel, ever


since I can remember but I was one of four girls and my dad ran his own business,” she recalls. “It wasn’t until I went away on a school trip I realised I loved it.” Dobson is one of a number


of senior female executives at Barrhead – more than half of its board is made up of women. She says the business is built


on diversity but recruitment and promotions are based on “whoever is right for the job, male or female”. Most of the management team,


like Dobson herself, has grown with the business. “It’s about nurturing talent so they can progress,” she says. The ultimate goal for Barrhead? “We’re striving to be the leader


in travel,” Dobson says. “We want to be known as the preferred travel


partner for customers in the UK.” › Comment, page 32


WITH JACQEULINE


Q. Where are you from? Clarkston, Glasgow.


Q. The last book you read? A Dog Called Hope.


Q. Favourite holiday destination? I really enjoy cruising, and the US is one of my favourite destinations – I particularly love San Francisco.


Q. What do you enjoy doing while on holiday? Relaxing, reading a book and doing a bit of sightseeing.


Q. Any hobbies? I am a keen runner – I ran the London Marathon a few years ago and would love to do it again. I am also a black belt in taekwondo.


Q. What has been your best experience working in travel? Being part of the growth of Barrhead Travel, launching the largest travel agency store in the UK (Oswald Street) and the launch of our first charter aircraft to the Med.


Q. Which one thing about the industry would you change? Price parity for agents.


Q. What inspired you to work in travel? I always wanted to travel and see the world and my role has allowed me to do this.


Q. Which three people in travel would you invite to a dinner party?


Jo Rzymowska, Richard Branson and Lisa McAuley.


Q. Which three people not in travel would you invite? Jason Morgan (author of A Dog Called Hope), David Beckham and Davina McCall.


7 February 2019 travelweekly.co.uk 13


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