Javier Moreno, Disney Destinations’ senior vice president of sales, services and events, has two pieces of advice when it comes to talking to clients about a vacation.
First, know your client.
“Every family is different, so it’s important to understand what kind of experience they’re looking for,” Moreno told me during a recent media event surrounding Walt Disney World’s 50thanniversary.
Is your client a family with younger children or older children? Is it a big family reunion? Is it a couple, perhaps one celebrating their wedding?
“This is so important, because we have experiences tailor-made for everybody,” Moreno said.
And second, know the destination.
“Educate yourself on the destination, because the more you know, the better job you’re going to do creating the perfect vacation for your client,” he said.
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Moreno has been in his current role since last year. He leads the team that develops sales strategies for Disney’s domestic resorts in Orlando and California as well as Disney Cruise Line, Adventures by Disney and Aulani — A Disney Resort & Spa in Hawaii.
He’s been with Disney since 2002 and has held a number of roles, but most recently, before his post with Disney Destinations, he was the vice president of sales and distribution, overseeing Disneyland Paris sales.
He has been very involved with travel advisors and is grateful to the trade.
Praise for the travel trade
“I see nothing but committed, engaged travel advisors that love our destinations,” he said.
His priority at Disney Destinations is to provide advisors the right tools and development opportunities to sell Disney products.
“It’s about how we help them to experience the destination, how we help to get them introduced to all the new experiences across Disney destinations, how we can help them grow as professionals,” Moreno said.
That’s why, in particular, he’s looking to further develop everything related to training and development. That, he said, “is a key success factor for any travel agent.”
“We have a very rich experience, either in any of our parks, [Disney Cruise Line], Adventures by Disney, now National Geographic Expeditions, so it’s really, really important that we are in our top game delivering the right content and tools for our travel advisors,” he said.
As a final sales tip, Moreno encouraged agents to talk to clients about the new products Disney is offering, whether it’s the forthcoming Disney Wish, new Adventures by Disney itineraries, or new attractions in the parks like nighttime spectaculars or Guardians of the Galaxy: Cosmic Rewind.