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Monthly News

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THE FIRST ANNUAL 100 CLUB SUMMIT WAS A HUGE SUCCESS! Saturday, September 8th marked the first night of Tourico Holidays’ inaugural 100 Club Summit! Arriving guests were greeted at the airport & early arriving guests had the option of going to the Millenia Mall to do some brief shopping before the evening reception. Guests were wined, dined & shown a good time at the welcome reception held at the beautiful Hilton Orlando Lake Buena Vista sponsored by Greater Miami CVB. From good food to exotic entertainment you couldn’t have asked for more! Entertainment included, but was not limited to: A gorgeous white talking cockatoo, a small alligator that posed for pictures, a flair bartender, Dealertainers at the black jack tables, & a bongo player who kept the crowd entertained with his upbeat rhythms that forced the inevitable conga line.

SUNDAY, SEPTEMBER 9TH Sunday, September 9th kicked off the first full day of events. Guests were informed & enlightened during the morning session by various experts in the industry. Our very own Amir Kalmar, CMO of Tourico Holidays, spoke

about Tourico Holidays’ advancement saying: “We see technology as a MUST, not as a choice or an option. Our innovation is what has differentiated us”.

After a delicious lunch sponsored by Earl of Sandwich, guests were given the option to experience the exciting Disney Quest - an indoor, interactive theme park which highlights Disney’s great use of innovation- or take part in some retail therapy at Orlando’s famous Premium Outlets. Both options left guests spent (some more literally than others) as they arrived back to the hotel to refresh & prepare for a relaxing night in Tuscany. One of the many highlights of the weekend included the beautiful night in Tuscany at the gorgeous Bella Collina. The guests that had never been to Italy were in luck. The beautiful rolling hills & authentic cobblestone buildings were like a scene straight out of Tuscany. Guests were entertained by a wandering Italian trio & an unbelievable magician that performed tricks that left them in awe. It was a great end to an amazing day.

MONDAY, SEPTEMBER 10TH On Monday September 10th the excitement continued as guests were whisked to Planet Hollywood for a breakfast fit for a star. They were then taken to Amway Arena where the expert sessions were held that morning. After being greeted by some of the gorgeous & talented Orlando Magic dancers, the morning started off as a definite win. The expert sessions ended with lunch being served at the Hard Rock Café in Universal Studios. Guests then enjoyed a VIP tour of the Universal Parks where they braved the Hulk, partied with the Minions of Despicable

Me, & saw magic come to life at the Wizarding World of Harry Potter. The evening came to a close with an elegant dinner at Sea World’s Port of Call ballroom, where guests released their inner rock star with the Bopping Heads Orlando’s unique take on Karaoke.

MONDAY, SEPTEMBER 10TH The event ended with breakfast at the Hilton Lake Buena Vista on Tuesday September 11th. Guests were provided with shuttled transportation to the airport to catch their respective flights. The 100 Club Summit was a huge success & we want to thank everyone who had a hand in participating! The 100 Club Summit was featured & praised in the Brazilian media via Panrotas & Mercados e Eventos in the days immediately following the event. The hard work definitely paid off! We’d like to thank all of our clients who came out to participate in our inaugural year of the 100 Club Summit & express our gratitude for their continuous partnerships with Travel Holdings. A special thanks to all of our sponsors for all of their support, & to our volunteers, we couldn’t have done it without you! We look forward to seeing all of you next year at the 2nd Annual 100 Club Summit!

TOURICO HOLIDAYS NOW HAS AN EMERGENCY LINE! Tourico Holidays has implemented a new line for situations when a guest or client needs immediate resolution. These calls will flash “emergency” to the phone reps & will be answered as “Resolution Desk” before all other calls in the queue. Examples what the resolution desk will handle:

• Guest at the hotel with no reservation. • Guest being charged at hotel for direct bill reservation. • Guest at hotel & services promised not being delivered, i.e. Breakfast

If a guests or client reaches the emergency line with a non-emergent matter, they will be redirected if there are other calls in the queue.

The Emergency number is +1-407-212-3535 Sales team & all other applicable departments should be sure to update our clients so we can continue to resolve these issues at a faster speed!

We’re not monkeying around!

TOURICO HOLIDAYS GETS SOCIAL! Follow us on Twitter @Touricoholidays or Like us on Facebook to get updates on what’s going on with Tourico Holidays & engage with us! Let your clients & suppliers know we want to hear from them!

‘TIS THE SEASON FOR OUR SEASONAL SALE It’s that time again! October 1st will mark the start of our Seasonal Sale which will extend through October 31st. We will be featuring up to 50% in savings on bookings made during October 1st - October 31st for check-ins

during November 1 - February 28th. That means 30 days of awesome savings & great values at luxurious hotels worldwide. That’s a deal that can’t be beat!

DON’T GET STAGE FRIGHT, WE’RE LIVE IN 5..4..3.. Stage is going live company wide on November 1st! For those of you who haven’t been keeping up with the Times (or should we say Tribunes), Stage is the new portal for all of your internal & external needs.

Features Include: •

What you need to know about Tourico Holidays

Company priorities – from the desk of Uri

Company events calendar

Quick links

Shared discussions & files

Linked to Lync

Weekly Updates

Replacement for the portal & N Drive in one!

Ability to create forms – new user request, disabling users

Why Stage is so better: •

Presents & creates lists

Presents & creates links

Presents & creates project plans

Three level work flow

Example: All computer equipment & files are fully documented & matched to the user. All this information is easily searchable through Stage.

Why NOT the N Drive? •

Massive space is taken up on our servers

Down with the N Drive! Top 10 reasons you should want to see it go!

No security or permissions mechanism


No documenting system

2. Which file is it? V1, V2, V3, draft or final draft?

Difficult remote access

3. Randomly named folders: Who on earth is Amy D?

No proper search option

4. I swear I saved it here

Home to 16,000,000 files!

5. It’s on N/everyone/marketing/productfiles/hotels/exdeals/


Available through your computer, iPhone & iPad through a token system

September 17-20: Training. Paz was in Orlando for formal training sessions & personal training

November 1: Fully integrated, company-

images/logos/hiltonww/Conrad 6. Just send it to me, I’m not logged on to citrix 7. Why don’t I have access to this folder! 8. Dang it, I can’t access that file in the conference room 9. Shared documents…so basically you are telling me that someone else is going to save their work over my work? 10. Unless you know someone who knows someone who knows someone, you ain’t finding it!

wide to Stage by November 1. For questions or information on Stage please feel free to contact Paz Schwartz, Head of Global IT at Get ready to get on Stage!

MAUIVA MENTIONS Innovative Tour Operator Recognized among Best in Travel by Travel Weekly & the press release on the distinction was picked up all over online outlets including The Miami Herald, World’s Luxury Guide & Yahoo Finance!



TOURICO HOLIDAYS TEAMS UP WITH GIVE KIDS THE WORLD FOR OUR OCTOBER SEASONAL SALE In continuation with our partnership with Give Kids The World (GKTW), Tourico Holidays has pledged to give GKTW $3 for every participating hotel room night booked during our October seasonal sale. To further show our commitment Lauren Volcheff presented GKTW with a check for $40,000 at the 100 Club Summit. We’d bet our lucky rabbit’s foot that we’ll easily surpass that commitment!

Interested In Volunteering? Hop To It! The holidays are quickly approaching! There are already less than 100 days until Christmas…No Kidding! Give Kids The World needs your help! To volunteer, first sign up for available dates with Zach McNaney or Karly Knuckles. Then, to volunteer at Give Kids the World, one month prior to the volunteer date with the group you need to fill out the following two forms: • The Volunteer Application Form (Note: Please use Tourico Holidays as the group name) Then complete a Volunteer Background Check using government issued ID (password: volunteer)

• •

Over 18: Fill Out this Form Age 12-17: Fill Out this Form

(Note: This form is to be completed by Volunteer’s parent/guardian to be submitted either at the Village or via fax: 888-577-9406)

Thanks for helping make a difference!

We’re Not Just Giving Kids the World in Orlando…We’re Raising Money World-wide! •

Oren & Hanit organized TGS to raise money for an organization in Israel that feeds the needy during the holidays of Rosh Hashanah.

TGS raised over $1600, & Travel Holdings is doubling this amount for a staggering $3320! Awesome job!

Tourico Holidays is committed to its corporate responsibility not just in North America but worldwide.

Jason Soss Challenges Tourico Holidays’ Employees in the Global Charity Challenge for Give Kids The World Tourico Holidays has taken its support of Give Kids The World to a global level! Give Kids The World is a non-profit organization that provides week long, cost-free vacations to children with life-threatening illnesses & their families from around the world. Kids The World.

For every dollar donated by Tourico Holidays’ employees, Jason Soss will match that contribution out of his own pockets! Dates in October TBA. How It Works: • All donations can be made online • All donations will be matched by Jason Soss & the Company – this includes automatic withdraw! • Watch your email for the website address & dates! • October 1 conversion rates will prevail

Let’s challenge ourselves & have Jason Soss put his green where his mouth is! Get excited about our global challenge & let’s see how much we can raise to help make a child’s 2012 holiday season unforgettable.

Who is Jason Soss? Based in the company’s Atlanta office, Jason Soss is the President of Global Business Development for Travel Holdings, Inc. Soss is responsible for analyzing all new business opportunities, developing new market initiatives, & managing Travel Holdings largest partnerships. Soss has specialized, high-level insight in travel sectors including global airline distribution, online travel agencies, vacation rentals, timeshare markets, online advertising sales & travel technology platforms. Soss is also the Chief Executive Officer (CEO) of Travel Holdings’ newest company launching within the year, which will develop & market Travel Holdings entry into the vacation rental space. Soss holds a Bachelor’s Degree in Corporate Communications from the College of Charleston in South Carolina.

Fun Facts about Jason Soss: 1. Played College Tennis at the College of Charleston, sadly, he never got to play in Wimbledon. 2. He has a cat named Gizmo & a dog named Toro, who was a Police Dog. 3. Grew up in a small town in Tennessee. 4. He shattered his thumb wrestling in high school & until this day it is much smaller than his other thumb (be sure to see for yourself if you don’t believe us). 5. His favorite color is green, how ironic!

PACK YOUR BAGS! SEE WHO IN TOURICO HOLIDAYS IS HITTING THE ROAD Our sales & product staff will be attending the trade show ABAV in Rio de Janeiro in October! Here are the staff members who will be attending: Product • Maria Laura Iguchi • Tabatha Branco

• •

Osmar Fonte Federico D’adamo

Sales • Monica Galvao • Caroline Gramaglio

Tammy James will be traveling to the UK during September 26 – 29 for a Sales Team Meeting in the London Office. The goal is to work on a strong foundation for sales & set goals for the last quarter of 2012 & for 2013 as a team. She will also be visiting Bangkok during Oct 8 – 12 for a Sales Team Meeting. The goal is to work on a strong foundation for sales & set goals for the last quarter of 2012 & for 2013 as a team. The Product team, Operations, Professional Services, Marketing, & Groups will be in attendance as well.

• • •

Livia Tozetto Jackie Lacoste Adriana Varella

Lauren Volcheff will be visiting Sao Paulo & Buenas Aires October 8-18. She will focus on gaining knowledge on localization as it pertains to marketing & the travel industry to improve the target marketing within Tourico Holidays’ communications. She will also be focusing on local business strategies to provide each region with better marketing tools, as well as training employees on new concepts.

SPOTLIGHT ON… IT INSTALLATION OF THE ASIA OFFICE & STAGE TRANSITION In August, the Beijing office received complete installation. This included all Cisco equipment being installed & operational. All computers now have Lync, anti-virus protection, Stage, Back Office, NHS & much more! Paz & Peter provided instruction on how to use all

the new software & how to contact IT with any technical support needs. They will begin their work for the Thailand office installation next. Great job guys! Thanks for all that you do!


Since implementing new FIT Support form, TH operations has improved response time by 600% – now that’s fast!

There is $9.75M spent in Google ad words for in Europe alone for our vacation homes. If a client can make 3 bookings per day, Steve Barsh of Packlate will join you person ally to help market this product!

Every Operations department worldwide at Tourico Holidays keeps & updates a daily board that tracks the goals & the actual results. Each board looks like this:

Monday September 17th


# Of Transactions

Actual 8656

Email Response Time


Abandoned Calls B2B – B2C

6% – 9%

Average Speed To Answer B2B – B2C

75sec – 75sec

SLA (Service Level Agreement) B2B – B2C

70% – 70%

Let’s continue to strive to make the actual numbers surpass our goals!

MILESTONE AUGUST ANNIVERSARIES “Your work is to discover your work & then with all your heart to give yourself to it.” – Buddha. These employees celebrated an anniversary with Tourico Holidays in September. When you see them be sure to tell them Happy Anniversary!


2 YEARS Maria Brenes Fit Client Support United States September 19, 2011

Kristin Wilke Fit Client Support United States September 20, 2010

Robin Sammartino Product Procurement United States September 12, 2011

Jackie Grisham FIT Client Support United States September 16, 2010

Ben Goranson Contract Data Entry United States September 6, 2011

Dayana De La Espriella Cabrales Product Procurement Argentina September 13, 2010

Derek Seaman Product Procurement United States September 6, 2011

Shannon Fore North America Sales United States September 13, 2010

Irena Vareskic Product Procurement United States September 6, 2011

Carolina Giacone Sales Argentina September 6, 2010

Not Pictured

Valentina Vaculisteanu QA Engineer Romania September 26, 2011

Megumi Katsura Accounting Japan September 1, 2010

Not Pictured

Moscovici Hanit Admin Assistant TGS September 13, 2011

Not Pictured

Petru Rebeja Web Mining Team Leaders Romania September 14, 2010


Anton Luliana Gabriela Accounting TGS September 1, 2010

4 YEARS Suzanne Castro Cruises United States September 16, 2008

3 YEARS Katherine Hurtado Contract Data Entry United States September 28, 2009

5 YEARS Evelyn Cecilio Fit Client Support United States September 17, 2007

Juliana Klayn Accounting Ap United States September 28, 2009

Michael McIntyre Accounting General United States September 28, 2009

6 YEARS Francesca Johnson Treasury United States September 18, 2006

Wendy Jaimes Accounting Ar United States September 14, 2009

Augustina Lacoste Product Procurement Argentina September 14, 2009

Dharani Agaton Product Procurement Mexico September 14, 2009

Marie Hulsmann Product Procurement Mexico September 14, 2009

HongBin (Phoebe) Pan Sales China September 12, 2006

7 YEARS Stephen Skidgel Client Services Gen United States September 19, 2005

Connie Ikuyo Soltis-Andoh Fit Client Support United States September 5, 2005


Paz & Peter, IT Support Your diligence & hard work deeply impressed us, especially on the day you just arrived to Beijing. You were working till 9:00 p.m., even though you got up at 3:00 a.m. in the morning for your flight. Thanks for your clear instructions & patience. It made our lives easier. Cheers! – Mavis

Michal Ashval, Client Support I’m impressed with your kindness & speed. I will definitely use your service again.

Thank you! – Guido

Lauren, Lauri, & David, Marketing Great job! Very nice event! Got lots of good feedback from our customers!”

– Monica Galvao regarding the 100 Club Summit Lauren, I want to say thanks to you & your team for such a seamless operation & impressive event! – Shannon L. Fore

Uri Argov Dear Uri, hope this email finds you well. (in case you are considering to recharge your batteries, come to a beach in Brazil & will be back brand new!) We were honored to be part of The 100 Club Summit. Congratulations to you & your team for the organization of the event.” Best Regards, – Alfredo Pereira Neto, Maktour Viagens e Turismo Ltda Dear Mr. Uri Argov, Thank you very much for the invitation to participate in Tourico Holidays Summit. I participated representing Abreu Online & our Director, Mr. Luis Tonicha. The event was an enormous success & all your team should be happy & proud for the excellent work. I hope you feel better now & I look forward to meet you on the second summit next year!” Best regards & thank you for everything – Nuno Veríssimo, Gerente, Escritório Brasil

100 Club Summit Volunteers Fantastic, well organized even when faced with inclement weather & last minute changes. Every employee was courteous & knowledgeable & the hotel staff was wonderful also! I enjoyed myself thoroughly. – Guest, 100 Club Summit Dear Tourico Team, On behalf of Travellanda I would like to thank you for the invitation & excellent 3 days in Orlando. This gave us possibility to meet Tourico employees & understand more about Tourico & the reasons why we work together. I have to say that as far as I know you are the only wholesaler that organize this kind of event & your partners will remember that. I wish our cooperation to be even closer & even more successful. Obviously Travellanda has always its doors open to receive you at our office or for a lunch.” Regards – Bruno Laranjeiro, Travellanda Dear 100 Club Event volunteers, I wanted to take this opportunity & thank you for your hard work & dedication. Volunteering to this event helped make it a great success & showed our clients & suppliers alike the greatest strength of Tourico Holidays – its team members. Thanks again. – Amir Kalmar, CMO, Executive V.P Global Sales


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