TORONTO — Kim Hartlen is always thinking one step ahead.
While other travel advisors attending Trevello Travel Group’s 2025 national conference earlier this month in Jamaica may have been strictly focused on networking and developing their skills, Hartlen was also using the trip as an opportunity to build client loyalty.
As Owner of Kim Hartlen Travel-Trevello, the veteran travel advisor – who specializes in Sandals & Beaches Resorts and river cruising – noticed prior to the conference that she had eight couples booked for Jamaica at the same time. Many of them she has known for years, while others she had never met. So, she thought: “I have to be in Jamaica anyway for work so why not go on tour and surprise them along my way?”
Hartlen assembled gift bags filled with Jamaican goodies and luggage tags (“Thank you, Jamaica Tourism Board!” she says) and headed to Montego Bay a few days early before the start of the conference.
“I stopped by all the resorts they were staying at – Sandals Negril, Sandals Royal Caribbean, Sandals Dunn’s River, Sandals Ochi and Joia Rose Hall by Iberostar – and spent a few minutes with each of them. They loved the gift bags; their response was amazing! It was a fun way to connect and add a personal touch to their vacation,” she tells Travelweek.
When asked how she knew her clients would welcome an unexpected visit while on vacation, Hartlen says knowing them on a personal level is key.
“Most people love the personal touch. But I also try to feel out who would enjoy a quick visit and who might just want to relax without any interruptions,” she says. “It’s all about making their experience even better – not about me being there. You’ve got to know your clients and go with what feels right for each one. I feel very blessed to have amazing clients!”
The personal touch definitely paid off for Hartlen, as the surprise visits resulted in more business.
“One of the couples who I had not met yet but booked many times to Sandals, were asking what they should book next. We discussed resorts and they ended up booking two Sandals butler categories before they checked out. The bookings get transferred back to me when they arrive home,” says Hartlen.
Of course, Hartlen’s clients shouldn’t be surprised by her personable nature and propensity to go above and beyond as their travel advisor. She’s known for hosting large groups each year at Sandals properties and aboard Emerald Cruises, making it a point to deepen client relationships by meeting face to face, whether over coffee before their trip of surprising them in destination.
“It helps build real relationships – not just transactions,” she says. “When clients see that I genuinely care about their experience, it builds trust and loyalty. It’s these personal touches that turn a one-time booking into repeat business and referrals. In the end, it’s about connection and that’s what really sets a great travel advisor apart.”
And though she knows all too well how busy travel advisors are, she insists that going beyond the basics with clients – checking in with them, personalizing their experience and yes, even surprising them now and then – makes all the difference.
“Doing the bare minimum might get you the booking but showing you care is what keeps clients coming back and sending their friends your way,” she says. “I really do value my clients and I always want to add a little something extra to make their trip feel even more special.”
