Interview with an travel expert: Alistair MacGregor
With the benefit of hindsight, when did you recognise that major disruption was coming to the travel, hospitality and leisure industry due to Covid-19?
At the beginning of the year I was working at Tripadvisor, and our department had moved into the second quarter of implementation following a global company reorganisation. Most people were working with their traditional book of business, but with different team structures and reporting lines. The first warning shots that disruption was on its way were from some of our large tourist board (DMO) and airline clients. They began to pause or pull major display advertising campaigns that both internal and external stakeholders had been working on for months and that were budgeted for and signed off upon in 2019. This pattern was followed promptly by our global OTA partners, and as the weeks passed we began to see regional hotel clients do things that would have previously been unheard of – turning off metasearch [price comparison and direct booking] campaigns, asking for 90 to 120 day payment terms for open invoices, that type of thing. It was clear that a major shakeup was underway but I’d be lying if I could say it was immediately apparent what was coming next.
How were you personally affected and do you know of many others in the same situation?
I was working with a client base of 15 regional hotel chains, all in Europe but partly due to the company reorganisation, not strictly following any logical regional alignment. My partners had head offices in London, Geneva, Stockholm, Dubai, and Amsterdam and as they began to pull their spends and to place their staff on national furlough schemes, it became fairly clear that Tripadvisor’s own head count would have to reflect the big changes that were happening in the industry. Things were accelerated as the world began to enter into national lockdowns to slow down the spread of the Covid-19 virus. My own role at the company was made redundant and I now have many friends, ex-colleagues and ex-clients who are in a similar situation – that is, currently not working in their chosen career path or field due to no foreseeable fault of their own, and because of an industry upheaval that no one could have ever dreamed of.
How has your network responded to the crisis, and can you see light at the end of the tunnel?
I have been fortunate enough to work with some very talented and interesting people and it has been quite fascinating to see how they have responded to challenges posed by firstly the abrupt arrival of the virus and then secondly its ongoing presence. People who work in travel are passionate about the industry and tend to look out for each other and to genuinely try to help out where they can. Personally I have had introductions to people that are hiring despite what is happening, I have been given tickets to industry events, and have been encouraged to stay in contact with people who expect to be in a position to re-strengthen their teams in 2021. The industry itself is very dynamic, innovative and resilient, and even if it’s not shining brightly today, there is most certainly a light at the end of the tunnel.
What do you think needs to happen next in order for the industry to regather and rebuild?
We are seeing countries like Australia and New Zealand whose strategies, albeit from a very low rate of infection, seem to be to eradicate all traces of the virus, and then to keep their borders closed until there is a vaccine. Then we see European countries like the UK, France, Italy and Spain where the strategy is more so to accept that we need to live with the virus, and to be prepared to run with local restrictions when there are clusters of outbreaks which exceed acceptable levels of transmission. Both contrasting approaches are proving to be ruinous to so many travel, leisure and hospitality businesses despite government grants and subsidies. I think that we need to see advances in cheap and instant Covid-19 tests that can allow people to prove that they are either Covid-19 free or have a sufficient level of antibodies to be immune. This would help to mobilise people, to help them to forward plan trips, and help to resurrect the flight industry (airports and airlines) which are the gateway to tourism and so important to hotel, restaurant, experience and event industries.
What do you think your next venture will be?
I remain hopeful that during the interim period between ‘now’ and the return to ‘normal’ I will be able to find something in travel technology here in London, even if it’s on a part time, or contractual basis. It’s hard to see exactly what the next venture will be, and whether a career pivot will be required and that is exciting and daunting in equal measure. I have also been working on my first ever side hustle, which I am hoping I can grow into something a little more substantial over the coming weeks and months!
Please do tell us a little bit more about the concept?
One of my friends who is an engineer could see that there was a gap in the market for a news and jobs portal in his industry. He had been in between jobs and couldn’t find a one stop shop for him to evaluate engineering projects and the open roles associated with them. If you are reading this article then you will have already established that I am trying to do something similar in the travel, hospitality and leisure sector – Travel Jobs Online. I’m attempting to leverage my professional network to help me to generate interesting travel industry content for travel industry workers. This content will sit on top of a travel business directory and a travel jobs board. Hopefully the site will be very familiar with candidates for travel jobs once the wider industry has regathered and begun its rebuild.
Do you expect clients to favour certain business models and why?
From my time at Tripadvisor I know that tourism businesses, specifically hotels and restaurants, are happy to pay subscriptions to suppliers that can deliver them exposure to traffic or consumers. They also like to be able to test services without being overly committed, and also to have flexible terms should they wish to break their contract. So subscriptions for great products or services work when they are coupled with flexible terms. I am hoping clients will be comfortable with paying subscriptions to sponsor sections of the site, to gain access to sections of the travel jobs candidate database, and potentially even to post jobs and to self-manage their content on their TJO business listing.
What do clients need from you in order to feel as though the partnership is a success?
In my experience, the partner needs to firstly feel that there is discernible value in the product or service you are offering them, and that secondly, you understand how your offering fits into the jigsaw of their own business, how much time they spend on any given day or week working on things that relate to you, and what type of priority or degree of importance they attribute to the business you represent. You need to know your station, and whether you are helping or can help your client to achieve their own KPIs. Are you materially benefiting their business – whether it be by helping them to solve problems or to generate revenue. Once you understand how their business works and where you fit in, you can impress by being efficient and concise, by turning things around quickly, by demonstrating influence across other departments in your business, and by being fun to work with!
What type of personalities and skill sets have successful careers in travel, hospitality and leisure?
The industry is full of brilliant people with vast ranging skills and characters. Specifically, I would say the industry rewards extroverts, people who enjoy being hospitable and helpful, and those that are ultimately passionate about travel themselves. Hard work, creativity, dedication and a sense of fun go a long way.
In the travel, hospitality and leisure industry do you think it is possible to start from the bottom and to work your way to the top?
If you are talking broadly across the industry then I think we see evidence of it absolutely everywhere. From the front desk reservations executive who went on to become a general manager of a leading hotel, the deck hand who went to captain a superyacht, or the chef who went on to buy his own restaurant and to build his empire. We also see it in travel tech startups where a group of people had an innovative idea, spotted a gap in the market or were simply sick of doing it for someone else and thought they could make a better fist of things themselves.
Any advice for people just starting out in their professional travel careers?
It’s probably a little bit cliché, but it is a long old career and you don’t want to burn any bridges along the way. My experience is that the travel community is terribly tight and supportive and that you keep on bumping into the same people further down the road. It is important to both create goodwill and then work hard to hang on to it.
Can you see a time in the near future where the travel, hospitality and leisure industry is growing and that companies are hiring again?
It’s currently autumn in London and we see localised lockdowns in place, travel corridors closed, social restrictions, and travel, hospitality and leisure businesses on the brink. Fleets or aircraft are mothballed in the desert and empty trains creak along the tracks. Yet we still sense that everything will bounce back. We are social and curious creatures and the surreal times will come to pass and people will want make up for lost time. The industry will bounce back and there will be growth again, it’s hard to think that this will be years rather than months away.
How did you book your last holiday and where did you go?
We booked the Pig at Bridge Place which is near Canterbury in Kent. In an effort to get the right room and to make sure the booking terms and conditions were flexible we did it over the phone. I also think it’s kind to bypass OTA commissions and to book directly with the hotel in the current travel climate.
Get to know the travel industry expert better: Alistair MacGregor
Do you remember your first job in the travel industry?
After finishing school a friend and I took a year out to Interrail around Europe. We spent the first half of the year working hard to save for flights and a two month pass with unlimited train rides. We were on a shoe-string budget, mostly staying at hostels and campgrounds when we weren’t economising by sleeping on overnight trains. I hugely enjoyed the backpacking experience and sought out a desk job with the YHA in Auckland, New Zealand upon my return. It was the perfect student job; with part time shifts during the week, and then full time work during the long summer holidays.
Do you collect airpoints or participate in any other travel loyalty programs?
I have been collecting aviios (British Airways) in the futile hope of occasionally turning left on a plane rather than hard right. I once made it to the lofty heights of silver status but have now come crashing down to blue. Many of my friends seem to swear by the loyalty program on Hotels.com but I feel as though I have been too late to the party on that one.
Economy or business class?
I would love to be able to fly business class if not only to get through the airport quickly and in comparative comfort. We once flew all the way to New Zealand in Premium Economy and that felt incredibly luxurious and indulgent.
Hotel or self-catering?
When travelling with children it’s hard to beat being able to cook in your own kitchen and not to have to feel self-conscious about disturbing other guests’ peace whilst the kiddies run riot. I do find it ironic that I used to be one of those people scowling at unruly little people. My wife would live in a five star hotel on a permanent basis if given the option.
Package holiday or independent traveller?
For much of my life a big part of the thrill of travelling was to plan a trip with a variety of places to stay, attractions to visit, and places to eat. I would also be keen not to limit myself to just one city or region if it was a week’s break. I am now beginning to see more clearly the appeal of staying put in an all-inclusive resort!
A memorable meal from your travels?
I’m an Aglo-Kiwi so consider myself to know a bit about fish’n’chips. I’m just as comfortable with salt and vinegar as with lemon and Watties tomato sauce and fish’n’chips is an easy go to at any of my favourite London pubs. A few years ago we were in Langkawi to celebrate mum’s birthday. We stumbled upon what might be best described as a beachside pop up (aptly named Scarborough Fish & Chips) that was pumping out meals to die for. It was other-worldly to be dining on scrumptious deep fried or grilled fish, prawns and calamari with one toe in the Andaman Sea, whilst the opposing hand clung firmly to an ice cold Carlsberg.
An experience or attraction that you’d highly recommend?
I was backpacking in the Middle East and had a prolonged pitstop in Dahab on Egypt’s Red Sea. An overnight excursion included walking up Mt Sinai under starlight, and to then see the sun rise over the ocean and mountains at dawn. That vision will live with me for a long time. A visit to the ancient archaeological city of Petra and floating in a hot air balloon over the Valley of the Kings on the same trip also spring to mind.
Do you travel more than other members of your family?
It’s hard to say. Mum was born in Africa to parents in the diplomatic services and would go to wherever they might be based, from boarding school in England. She then emigrated to New Zealand and has been back and forth every other year with adventures at either end, and along the way. Dad was an expat dentist based in London and traveled extensively throughout Europe and wherever a decent golf course could be found. I am the only member of my family to have been to South America although one sister had me sweating when she got as far south as Hondouras. My grandmother has lived in Damascus, Mogadishu, Lagos and other places I am unlikely to ever get near to.
Your best recent holiday?
We have just come back from a week in Cornwall which is just over a four hour drive from where we live in West London. Ever since visiting we have been suffering from retrospective anguish for not having been before. It feels as though we’ve been neglecting a treasure on our very own doorstep. Crystal clear water, cliff top walks, secluded bays, amazing food, long summer evenings. It has got it all.
And the worst?
People generally don’t like to admit when they have a bad holiday and I’m no different. We once went for an Easter break to Grenada, Cordoba and Seville with the intention of seeing Alhambra and enjoying the warm Spring sunshine. Without going into too much detail, and as a word of advice – do make sure you book a ticket in advance if one of the main reasons for your trip is to see a very popular tourist attraction. And also, the rain in Spain is not limited to the plain, and it can come down for an entire week if your luck deserts you.
Do you think about your carbon footprint when you are travelling?
I do feel guilty about the carbon emissions of flights but not so much that it prevents me from taking them. Where possible I try to stay at accommodation with strong green credentials; the ones that clearly have sustainability worked into their business model and moral compass. I’m quite big on recycling and do notice when hotels make that easy for me.
Did you have to cancel any trips this year due to Covid-19?
We had to miss out on a trip to the Cote d’Azur as well a holiday on the Algarve. Both the airlines and the respective hotels were very easy to deal with and we now have a nice bit of ‘credit’ to use next year. More disappointingly a few trips of family members to the UK had to be cancelled and with the New Zealand border currently closed until the end of the year it’s not clear to us when we will next see them.
Where can you recommend domestically for those preferring staycations?
I am somewhat loath to share our favourite hideaway but in the spirit of being a good interviewee we came across the Rosevine Hotel near Portscatho on that recent trip to Cornwall. It was super-relaxed with a strong orientation towards young families. Beautifully kept lawns and tropical flower gardens sloping towards the sandy beach at the end of the road. Shhh, don’t tell too many people…
Have you ever visited anywhere that you think you would be a place to retire to?
Last year we were lucky enough to spend a week on the sleepy Croatian island of Vis. It felt as though we had gone back in time to the Mediterranean as it must once have been along every shore. I think I spent half of the time there day-dreaming about renovating a seaside fisherman’s cottage, starting with the kitchen and the living area with a view to epic family lunches lasting for days on end.
Have you ever bumped into anyone famous on holiday?
A few years ago, we were on holiday in Andalucia with my wife’s family. My father-in-law, Steve, is a retired onion trader who is passionate about his music – Country Western, Folk, Dylan, the Blues, that kind of thing. One night, Steve stayed up late, misbehaving with a fellow guest – a nice American, who, like Steve, also ‘enjoyed a bit of a sing song’. You can imagine our surprise when we were introduced to his new best buddy the following morning over our breakfast coffees- it was Ari Levine!
What technical innovation would make travel easier?
How’s this for an idea? …an app that deals with holiday laundry. Press a button mid road trip and someone on a motorbike comes to pick up your dirty washing wherever you are. They then drop the laundered product at a pre-selected and convenient future port of call. Or, even better, it comes home at a later date thus freeing up valuable boot space. Wives could be encouraged to send home the pairs of shoes and outfits they have not worn once….
When you are about to travel what can you not leave the house without?
When we eventually are ready to leave the house to travel (it can take some time in the MacGregor household), I find myself double checking that we have packed at least four or five travel adaptors which also have several USB ports and a full set of connecting phone leads, including spares. There are shameless phone lead thieves in the wider family who will think nothing of leaving you high and dry should they have to leave the house with less than 5% power on their phone. On our trips to New Zealand I have also begun packing an extension cord with four plugs for British cords for the same reason. It brings me an immense sense of satisfaction to see the hair-dryer, ipad, and headphones charging in unison on the other side of the world.
What is your guilty travel indulgence?
I’m partially ashamed to admit that I like to take SkyGo on the tablet abroad with me. Watching the cricket at Lord’s from the late afternoon hammock in Provence does it for me…. Let’s not go there.
What is the short and mid-term outlook for the broader travel industry?
Am I allowed to say a u-shaped recovery? Uncertainty is really the most uncomfortable bed fellow for families who like to plan and then to look forward to their holidays. I see the short term beneficiaries of the current climate being domestic markets and second hand car salesmen, with airlines and airport services continuing to struggle. Mid-term I see us moving back to a more spontaneous way of travelling, more flexible cancellation policies, and people travelling on a whim when their personal circumstances support it, and where their intended destination is open for business with a viable route home!