Your Stories: Isla Stenning reflects on OTT Expert Award win

Q. How did you start in travel?
As young as five, I would visit a holiday exhibition in Blackpool, pick up brochures and dream for the rest of the year about the places in them. I left school aged 15 and became a Lunn Poly youth trainee in Blackpool. After two years, I moved to an independent agency, Liberty World Travel, which isn’t there any more. We were on Teletext, doing £19 and £29 trips to Orlando. Then I worked at other independents and abroad – in summer 1999, I was a Thomson rep in Majorca. I worked in a bank briefly and as rehab support, then moved back to travel with an independent agency. We lived in Paphos, in Cyprus, for eight years. I homeschooled my daughter and set up a mystery-shopper business called Happy Families Holiday Consultants. My husband is a ghostwriter and an author. We came back three years ago, and are now based in Lockerbie, Scotland.

Q. What is your role at Hays Travel?
I joined Hays while we were in Cyprus. I’m a senior sales consultant for Vista, our in-house tour operator brand. Working from home, I help our agents in Hays shops to tailor-make cruises and tours. Long-haul and cruise are a big part of Hays’ mix – and the demand is there. During Covid, people’s wings were clipped; they’ve realised life is short, so they’re now spending more. Hays’ ‘pay monthly’ scheme is a draw for many people, as £20-£30 a week is more manageable. I learnt at Lunn Poly that breaking it down per week or per month makes it more attractive. 

Q. How was your three-and-a-half-month sabbatical last year?
I spent proper time with my husband and daughter. It was the best thing – I really enjoyed it. We went to Cyprus and Athens to see some history, as my daughter’s into Greek mythology. I was back at work for the peaks period – working like crazy and loving it. I got lots of messages from agents saying they missed me, which was great to hear. But one day a week, I don’t answer emails as I’m off. I recommend everyone takes a few months off, because it’s fabulous. We did a lot of UK travel too. We went to Edinburgh, Glasgow, Carlisle and Portsmouth, where I visited Virgin Voyages’ Brilliant Lady. In Plymouth, I went to a Tipto event.

Q. How important is training?
I attend about 100 events a year – I even did some while on sabbatical. They are so good for networking, especially if you’re a homeworker. It’s me investing in myself; knowledge is power. Recently, a customer asked about Switzerland and I knew about the Swiss rail network. I always think, ‘How would I want to do that itinerary? What hotel or flight is better?’ I’m living everyone’s itineraries while I plan them. My last proper fam trip was in 1995: Cairo, Luxor and Sharm el-Sheikh in Egypt. It was brilliant. I have been offered others but haven’t been able to fit any in – we’ve been away, and homeschooling has its limitations.

Agents are the original influencers: we’ve got the knowledge about what to suggest to customers. During Covid, we were in those bubbles, so people now want to experience things. Making holiday dreams come true is my thing. That’s what I love doing and it gets me up in the morning. I see myself in the customer’s shoes, and I’m not going to send someone somewhere that’s not suitable, even if it is cheaper. I love Online Travel Training (OTT). I’ve done their courses since the mid-2000s.

They bring destinations to life. Long may I be in travel with the OTT courses. You don’t realise how much you’re learning – and the customer will remember an agent for knowing what they wanted. 

Q. What do you do outside work?
I am a crafter – I make cards and I crochet. When I was in Cyprus, I crocheted 95 blankets for the Malcolm Cat Protection Society in Limassol. I crocheted the blankets for the cats at the sanctuary for winter. I also do resin craft and make earrings and metal bookmarks. Being on sabbatical, you can indulge more in your hobbies.