Known internationally as a true innovator in the tourism technology field, Stephen Joyce has an ever expanding list of achievements: President of Sentias Software, writer for Tnooz.com, active blogger (T4 Blog), Chairman of the Board of Directors of the North Vancouver Chamber of Commerce, founding President of the North American Chapter of the International Federation for IT and Travel & Tourism (IFITT North America) and the publisher of the Tips from the T-List books to name a few. I’m not sure how he manages to fit it all in!
I was able to catch up with Stephen via Twitter this week and we both realized that we hadn’t found a use for our Google Wave accounts. As useful as we’ve all heard it can be, I couldn’t find a case where email couldn’t do everything I needed- Until now. With the ability to chat real time in a non-linear environment, we both agreed it would be interesting to attempt an interview . The following interview has been edited, but originally took place in a “Wave”.
(Project Wander) For those that haven’t had a chance to experience the Rezgo system, can you explain what it is and how it works?
Rezgo is a web-based tour operator software designed for tour and activity providers. The system is fully hosted and uses industry leading security to ensure data integrity and reliability. Tour operators use Rezgo to manage their seat and ticket availability, customer information, product management, receive on-line as well as off-line (or point of sale) bookings, and receive real-time payments. We designed Rezgo to be easy to use for the operator, safe and secure for bookers, and easy to connect with for resellers. Our goal is to provide tour operators around the World with the same (or even better) tools than the airlines and hotels have enjoyed.
(Project Wander) The Rezgo system (Frontend and backend) looks very slick and modern. Is Rezgo able to interface with some of the older third party legacy distribution systems?
(Stephen) No, unfortunately the older legacy systems weren’t designed to support tour and activity products. The tour and activity market is still very immature with very few leading systems available to support inventory management and distribution. When we developed Rezgo we knew that the likelihood of integrating with large distribution systems would be low. We also knew that the large distribution systems would probably not integrate with a system like Rezgo, which is why we developed a robust and open XML API into the system. By providing open access to the core technology, we could support a variety of distribution opportunities for more specific markets or channels. I don’t doubt that eventually the large distribution platforms will catch up, but for now, we have chosen not to wait.
(Project Wander) I have watched some of your presentations online and it seems you are very much a fan of using social media to promote businesses. In your opinion, has this been a factor in Rezgo’s international distribution?
(Stephen) I would think so. The tour and activity market is difficult to engage with on a one on one basis. There are simply too many operators and they are very difficult to contact. Not to mention, unless they know the Rezgo brand, the likelihood of an operator using a reservation system just because somebody called and said they should is pretty low. Using social media has allowed us to showcase our capabilities and share our experience with the industry and with the operators. We recognized very early on, in our market analysis, that the only way we could lead operators was to do so by example. We had to show that what we were doing made sense and was the right direction for the industry as a whole. Participating in conferences, collaborating with other industry participants, and identifying trends in the tour and activity segment has allowed us to have a greater influence and help move the industry forward.
(Project Wander) In Australia it appears that the travel industry is recovering from the global finical crisis, in fact we are experiencing some levels of growth. Do you see a global recovery on the horizon or will travel be forever changed by this past years events?
(Stephen) In Canada we have been seeing consistently decreasing visitation, primarily from the U.S. but also overseas. Unfortunately, the U.S. is a major driver for our tourism industry so the impact from the U.S. has been significant. This year alone, U.S. visitation has been down almost 8%. Other areas of the World that are not as dependent on the U.S. have tended to fair better, such as Australia. I would hope that our industry has recognized the importance of diversifying our tourism offerings in order to attract more Asia Pacific and European visitors. U.S. tourism hasn’t faired much better with domestic business travel down by 7% and leisure travel down 2% for the year.
On a positive note, the 2010 Winter Olympics in Vancouver should give tourism a short term boost and hopefully result in greater exposure for Vancouver, BC, and Canada. With all the investment in the Olympics, I am keeping my fingers crossed that it translates into increased revenues for our tourism dependent businesses.
(Project Wander) A lot of the readers of my site ask what travel agents can do to survive in an environment that seems to change almost daily. Do you have any advice for agents wanting to improve their online presence?
(Stephen) On-line travel, especially for travel agents, is a highly competitive environment. An independent agency or small agent has very little chance of competing with Expedia, Travelocity, or Orbitz when it comes to on-line marketing or selling travel commodities like flight, hotel, and car. My recommendation is for agents to specialize in a destination or type of travel and then build a sales and content strategy around that specialization. The key here is that larger on-line agencies need to sell volume and are generally not able to specialize in a specific niche. Agents who specialize, for example, in adventure travel, cultural, or heritage travel may have a smaller target market but have a much better chance at being found in Google with specific keywords.
(Project Wander) Rezgo is a member of the Open Travel Alliance. Can you explain the idea behind the Open Travel Alliance and why you chose to become a member?
The Open Travel Alliance is a non-profit agency based in the U.S. whose mandate is to develop and foster the use of standardized messages for travel related e-distribution. Although OTA is located in the U.S. however, their mandate is global in scope. The OTA was founded ten years ago and their initial efforts were focused on the development of messages for airlines, hotels, car rental, and cruise. For the most part, OTA has been very successful at helping to develop these standards and, as such, recognized that it may be time to explore development of messaging for new or emerging distribution segments.
When we began developing Rezgo about 4 years ago, I looked at the OTA as a possible source for standardization but unfortunately there was little support for tour and activities at the time. Since we were a very young company, we didn’t pursue membership because we could not bring value to the organization. I was, in fact, quite critical of the OTA’s heavy focus on commodity travel products with little or no focus on ancillary or destination based products.
In the summer of 2009 I was asked by the Executive Director of OTA, Valyn Perini, a woman for whom I have a great amount of respect, to join the Board of Directors. Although I was initial unsure about the value I might bring to the Board, I soon recognized that by being a part of the leadership of the organization I could help drive more focus on emerging markets like tours and activities, vacation rentals, and destination data, while also promoting the benefits of using standardized messaging to new distribution channels like the DMOs.
I have only been involved with the Board for about five months, but in that short time I have already seen a lot of interest building around some of our new initiatives. I’m really excited to see the OTA continue to build its credibility and relevance for the industry.
(Project Wander) I’d like to thank you for taking the time to talk with me. There were some great insights that my readers will be able to take away.
(Stephen) You’re welcome. It was fun and we got to road test Wave at the same time!
Project Wander talks to Stephen Joyce (Google Wave interview)
I was able to catch up with Stephen via Twitter this week and we both realized that we hadn’t found a use for our Google Wave accounts. As useful as we’ve all heard it can be, I couldn’t find a case where email couldn’t do everything I needed- Until now. With the ability to chat real time in a non-linear environment, we both agreed it would be interesting to attempt an interview . The following interview has been edited, but originally took place in a “Wave”.
(Project Wander) For those that haven’t had a chance to experience the Rezgo system, can you explain what it is and how it works?
Rezgo is a web-based tour operator software designed for tour and activity providers. The system is fully hosted and uses industry leading security to ensure data integrity and reliability. Tour operators use Rezgo to manage their seat and ticket availability, customer information, product management, receive on-line as well as off-line (or point of sale) bookings, and receive real-time payments. We designed Rezgo to be easy to use for the operator, safe and secure for bookers, and easy to connect with for resellers. Our goal is to provide tour operators around the World with the same (or even better) tools than the airlines and hotels have enjoyed.
(Project Wander) The Rezgo system (Frontend and backend) looks very slick and modern. Is Rezgo able to interface with some of the older third party legacy distribution systems?
(Stephen) No, unfortunately the older legacy systems weren’t designed to support tour and activity products. The tour and activity market is still very immature with very few leading systems available to support inventory management and distribution. When we developed Rezgo we knew that the likelihood of integrating with large distribution systems would be low. We also knew that the large distribution systems would probably not integrate with a system like Rezgo, which is why we developed a robust and open XML API into the system. By providing open access to the core technology, we could support a variety of distribution opportunities for more specific markets or channels. I don’t doubt that eventually the large distribution platforms will catch up, but for now, we have chosen not to wait.
(Project Wander) I have watched some of your presentations online and it seems you are very much a fan of using social media to promote businesses. In your opinion, has this been a factor in Rezgo’s international distribution?
(Stephen) I would think so. The tour and activity market is difficult to engage with on a one on one basis. There are simply too many operators and they are very difficult to contact. Not to mention, unless they know the Rezgo brand, the likelihood of an operator using a reservation system just because somebody called and said they should is pretty low. Using social media has allowed us to showcase our capabilities and share our experience with the industry and with the operators. We recognized very early on, in our market analysis, that the only way we could lead operators was to do so by example. We had to show that what we were doing made sense and was the right direction for the industry as a whole. Participating in conferences, collaborating with other industry participants, and identifying trends in the tour and activity segment has allowed us to have a greater influence and help move the industry forward.
(Project Wander) In Australia it appears that the travel industry is recovering from the global finical crisis, in fact we are experiencing some levels of growth. Do you see a global recovery on the horizon or will travel be forever changed by this past years events?
(Stephen) In Canada we have been seeing consistently decreasing visitation, primarily from the U.S. but also overseas. Unfortunately, the U.S. is a major driver for our tourism industry so the impact from the U.S. has been significant. This year alone, U.S. visitation has been down almost 8%. Other areas of the World that are not as dependent on the U.S. have tended to fair better, such as Australia. I would hope that our industry has recognized the importance of diversifying our tourism offerings in order to attract more Asia Pacific and European visitors. U.S. tourism hasn’t faired much better with domestic business travel down by 7% and leisure travel down 2% for the year.
On a positive note, the 2010 Winter Olympics in Vancouver should give tourism a short term boost and hopefully result in greater exposure for Vancouver, BC, and Canada. With all the investment in the Olympics, I am keeping my fingers crossed that it translates into increased revenues for our tourism dependent businesses.
(Project Wander) A lot of the readers of my site ask what travel agents can do to survive in an environment that seems to change almost daily. Do you have any advice for agents wanting to improve their online presence?
(Stephen) On-line travel, especially for travel agents, is a highly competitive environment. An independent agency or small agent has very little chance of competing with Expedia, Travelocity, or Orbitz when it comes to on-line marketing or selling travel commodities like flight, hotel, and car. My recommendation is for agents to specialize in a destination or type of travel and then build a sales and content strategy around that specialization. The key here is that larger on-line agencies need to sell volume and are generally not able to specialize in a specific niche. Agents who specialize, for example, in adventure travel, cultural, or heritage travel may have a smaller target market but have a much better chance at being found in Google with specific keywords.
(Project Wander) Rezgo is a member of the Open Travel Alliance. Can you explain the idea behind the Open Travel Alliance and why you chose to become a member?
The Open Travel Alliance is a non-profit agency based in the U.S. whose mandate is to develop and foster the use of standardized messages for travel related e-distribution. Although OTA is located in the U.S. however, their mandate is global in scope. The OTA was founded ten years ago and their initial efforts were focused on the development of messages for airlines, hotels, car rental, and cruise. For the most part, OTA has been very successful at helping to develop these standards and, as such, recognized that it may be time to explore development of messaging for new or emerging distribution segments.
When we began developing Rezgo about 4 years ago, I looked at the OTA as a possible source for standardization but unfortunately there was little support for tour and activities at the time. Since we were a very young company, we didn’t pursue membership because we could not bring value to the organization. I was, in fact, quite critical of the OTA’s heavy focus on commodity travel products with little or no focus on ancillary or destination based products.
In the summer of 2009 I was asked by the Executive Director of OTA, Valyn Perini, a woman for whom I have a great amount of respect, to join the Board of Directors. Although I was initial unsure about the value I might bring to the Board, I soon recognized that by being a part of the leadership of the organization I could help drive more focus on emerging markets like tours and activities, vacation rentals, and destination data, while also promoting the benefits of using standardized messaging to new distribution channels like the DMOs.
I have only been involved with the Board for about five months, but in that short time I have already seen a lot of interest building around some of our new initiatives. I’m really excited to see the OTA continue to build its credibility and relevance for the industry.
(Project Wander) I’d like to thank you for taking the time to talk with me. There were some great insights that my readers will be able to take away.
(Stephen) You’re welcome. It was fun and we got to road test Wave at the same time!