#VIRTUOSOSYM VIRTUOSO SYMPOSIUM SOUTH AFRICAN AIRWAYS CAPE TOWN 2016 WELCOMES YOU TO CAPE TOWN

South Africa is delighted to host the 2016 Virtuoso Symposium. As the national April 17, 2016 carrier, South African Airways is honored to be chosen as the offi cial airline for the Symposium. We extend to you a warm welcome to Cape Town and thank you Dear Virtuosos, for your support. Welcome to Cape Town! How appropriate that we meet for our 36th annual Virtuoso Symposium in the Mother City, a destination known for its cultural diversity, warmth, and sense of community. When I first talked about communities last August at Virtuoso Travel Week, I quoted Simon Sinek’s definition: “A group who agrees to grow together.” In effect, we’re the 2016 Symposium community who are here to forge stronger bonds through shared travel experiences, so please take a moment to join me in thanking our Symposium sponsor partners who play such an integral role in how we’ll experience South Africa together. They’re all featured in the pages that follow.

The Virtuoso Events team and our Cape Town hosts have really outdone themselves with spectacular venues and personal touches topped with a myriad of Design Your Day activities to fully immerse your- self in South Africa. Whether wine lands or peninsula, sidecar ride or city walk, philanthropic or retail therapy, we’ve got you covered.

Of course, we have you covered on the business side of Symposium as well. We’ll hear from three com- pelling speakers: Eric McNulty – Director of Research, Harvard’s National Preparedness Leadership Ini- tiative, Dave Pavelko – Partnerships Director, Travel – Google Inc., and David Scowsill – President and CEO, World Travel & Tourism Council. They’ll guide us through topics on the travel consumer experience, leadership and the conditions we face, and the power of global travel and tourism before we turn the meeting over to you. Based on topics many of you shared recently in the survey Strategic Vision con- ducted for us, we’ll explore common opportunities and resolve shared challenges during an interactive and innovative Member-Partner session.

While the world indeed knows Cape Town for its scenic splendor and unique sense of community, it’s equally well-known for its wines. (We are, after all, Virtuosos.) So here’s my first of many toasts to you this week, friends. Cheers to an amazing, enriching Virtuoso Symposium. In this volatile, uncertain, complex, and sometimes ambiguous world, thank you so much for joining us.

Warmly,

Matthew Upchurch Virtuoso Chairman & CEO www.fl ysaa.com • 1-800-722-9675 or your professional travel consultant #VIRTUOSOSYM | 1 TABLE OF CONTENTS

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1 Welcome From 22 Industry Outlook In Attendance Matthew Upchurch Why The Right Kind Of Travel 32 Members 4 Welcome From Cape Advisor Thrived 38 Air, Auto, Insurance Town Tourism A recap of Virtuoso CEO & Specialty Matthew Upchurch’s 38 Cruise Lines 6 Thank You To Skift Global Forum 39 Hotels & Resorts Our Sponsors presentation. 43 On-Sites 44 Tour Operators 8 Meet Our Speakers 26 Reviews & 45 Alliance Partners Recommendations 46 Virtuoso Staff REINVENTS TRAVEL IN A CLASS BY ITSELF.

9 Symposium Agenda Verified Success 46 Virtuoso Event Staff Ships are artists’ renderings, subject to change. ©2016 Crystal Cruises, LLC. Ships’ registry: The Bahamas. Norway There’s no better 47 Event Production 10 Insiders’ Tips source to sing your Cape Town Revealed praises than the clients 48 Meet the Press Top hoteliers share their themselves. 53 Host Hotel Details recommendations for 56 Notes visiting the Mother City. 28 Cruise Trends Forecasting The Future 16 Advisor Intel We surveyed executives 2016 Virtuoso from the travel indus- INTRODUCING THE NEW CRYSTAL® , Luxe Report try’s fastest-growing 22 Our advisors weigh in segment on the state WHERE ALL INCLUSIVE IS ALL EXCLUSIVE. CRUISES | RIVER | YACHT on top travel trends and of cruising. An All Exclusive journey with Crystal is more than just a luxurious L UXURY AIR | RESIDENCES the hottest destinations. way to explore the world. It’s an adventure of a lifetime that opens

up the globe to your every dream. Whether by sea, land or air, we’re THANK YOU VIRTUOSO FOR YOUR taking luxury travel higher than ever before. Welcome to the new FANTASTIC PARTNERSHIP. 22 YEARS 20 YEARS Crystal, where all inclusive is All Exclusive.

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CC_VIRT_SYMPOSIUM_FP_AD_FILM.PDF CLIENT: CRYSTAL CRUISES CAPTION: ALL EXCLUSIVE… PUB(S): VIRTUOSO SYMPOSIUM vickersdesign TRIM: 197.3MM W X 284.3MM H BLEED: 0 REV(S): 2 COLOR(S): CMYK IMAGES: HI-RES CLOSE: 2/22/16 INSERTION: APRIL 2016 DISCOVER THE TRUE HEART OF THE CITY

WELCOME TO CAPE TOWN – CITY OF AFFORDABLE LUXURY

Cape Town Tourism would like to welcome all Virtuoso Symposium attendees to Cape Town ... but I would also like to extend a warning: You might never want to leave.

During your time here, you will discover that Cape Town is not only a place of rich history, natural beauty, creative freedom, urban vibrancy, and wonderful warm-hearted people, but also a destination offering outstanding value for the money.

With affordable luxury experiences galore, Cape Town is the perfect city to ensure that visitors InterContinental® London Park Lane create unforgettable memories to make millions of holiday dreams come true each year.

According to the 2016 Virtuoso Luxe Report, South Africa is rated as the top destination for We believe that few things in life can provide so many opportunities for truly special and enriching adventure travel, and in the 2015 PWC Research Report, Cape Town is listed as number one for experiences like travel. At our hand picked Virtuoso hotels we use our local knowledge to connect service and value for the money when it comes to accommodation. our guests to what is truly special about each and every destination. With over 60 years of experience, no-one knows the world like we do. Visit our Virtuoso Hotels and Resorts in Amsterdam, Atlanta, So, as you walk the streets of Cape Town, visit one of our 72 beaches, have a massage amongst our Bordeaux, Cannes, Cozumel, Davos, Danang, Fiji, Hong Kong, London, Los Angeles, Madrid, fynbos, snorkel with seals, go winetasting in a vintage sidecar, or go on a helicopter flip – we are Marseille, Moorea, Paris Le Grand, Porto, Sydney, Tel Aviv and Washington D.C. sure that you will encounter and fall in love with a city like no other! Please share your Cape Town experiences with us on social media by including @lovecapetown Do you live an InterContinental life? and our official#lovecapetown hashtag.

Enjoy your stay in Cape Town – we are so happy to have you here!

Warm regards,

Enver Duminy CEO, Cape Town Tourism

4 | #VIRTUOSOSYM VIRTUOSO SYMPOSIUM CAPE TOWN 2016

thank you thank you TO OUR 2016 VIRTUOSO SYMPOSIUM SPONSORS TO OUR 2016 VIRTUOSO EVENT SPONSORS

HOST DESTINATION DIAMOND

OPAL

HOST HOTELS

PEARL

OFFICIAL AIRLINE

RUBY

6 | #VIRTUOSOSYM #VIRTUOSOSYM | 7 MEET OUR SPEAKERS OVERVIEW

SYMPOSIUM AGENDA

SUNDAY, APRIL 17 LOCATION

Welcome Cocktail Reception & Informal Dinner The Watershed Sponsored by Viking Cruises

MONDAY, APRIL 18

Breakout Session Cape Town International Convention Centre Preferred Partners Only

General Session Cape Town International Convention Centre Business attendees only (no personal guests please) ERIC J. MCNULTY DAVID SCOWSILL DAVE PAVELKO Director of Research President and CEO Partnerships Director – Travel Lunch The Company’s Garden Harvard’s National World Travel & Tourism Council Google Inc. Sponsored by AmaWaterways and Silversea Cruises Preparedness, Leadership Initiative TOPIC: TOPIC: Dinner Cape Point Vineyards Creating Jobs, Driving Growth, Micro-Moments: Sponsored by Holland America Line and Seabourn TOPIC: Expanding Horizons: The New Travel Consumer Journey Leading In A Turbulent World: The Power Of Global Travel & Tourism TUESDAY, APRIL 19 Coping With VUCAST Pavelko works directly with Google’s Prior to joining WTTC in 2010, consumer travel initiatives and Breakout Session Cape Town International Convention Centre The National Preparedness Scowsill worked in private equity and supports the overall strategy, Member Agency Management Only Leadership Initiative is a joint venture capital, completing deals in business development and partner- program of Harvard’s T.H. Chan technology and travel sectors. ship efforts. As head of Travel at General Session Cape Town International Convention Centre School of Public Health and the As CEO of Opodo, he built the Google, he managed marketing and Business attendees only (no personal guests please) Kennedy School of Government. pan-European online travel company advertising campaigns for airlines, McNulty’s work centers on leadership from start-up to a €500 million hotel chains, cruise lines, car rental Member/Supplier Networking Time Cape Town International Convention Centre in high-stakes, high-stress situations, transaction turnover before it was companies, OTAs, meta, and travel Business attendees only (no personal guests please) particularly in crisis preparedness sold to Amadeus. publishers across Google search, and response. After joining Hilton International display, mobile, and YouTube Lunch The Waterfront Lookout McNulty is the principal author of in 1997 as Senior Vice President of advertising platforms. Sponsored by PONANT Cultural Cruises & Expeditions case studies on leadership response Sales, Marketing, and IT, he led the Prior to joining Google, Pavelko Gala Cocktail Reception & Dinner Vergelegen Estate in the Boston Marathon bombing and brand reunification program between was Vice President of Business Hurricane Sandy. He’s also written on two Hilton shareholder companies. Development at Cendant Corpora- Sponsored by South Africa Tourism, South African Airways, Ebola and co-authored a chapter on Scowsill worked at British Airways tion, spent time at Choice Hotels, City of Cape Town, and Cape Town Tourism meta-leadership in the McGraw-Hill in operational and sales roles in the and also worked in the sports WEDNESDAY, APRIL 20 Homeland Security Handbook. U.S., Europe, Latin America, Gulf marketing industry. McNulty holds a bachelor’s degree States, Africa, and Asia, and later as He graduated from Princeton Design Your Day Activities All Host Hotels in economics from the University Regional General Manager of Asia/ University (Sociology) and received of Massachusetts at Amherst and a Pacific, where he established the joint his master’s from The George Farewell Cocktail Reception & Dinner The Castle of Good Hope master’s degree in leadership from service agreement and global alliance Washington University School of Sponsored by Abercrombie & Kent and Lesley University. with Qantas. Business (Tourism Administration). Regent Seven Seas Cruises He also worked at American Airlines as Managing Director of THURSDAY, APRIL 21 Sales for Europe, Middle East, TRAVEL BUCKET LIST: and Africa. Departures All Host Hotels South Africa; Argentine wine country; Tracking the migratory TRAVEL BUCKET LIST: path of the red knot from Citadelle Laferrière, Haiti; TRAVEL BUCKET LIST: Antarctica to the Arctic Bucklands Beach, Auckland Kinsale, Ireland; Cape Town; Australia A printed copy of the detailed agenda, including times, is in your registration packet. It can also be accessed at virtuosoevents.com.

8 | #VIRTUOSOSYM #VIRTUOSOSYM | 9 Mount Nelson’s lower garden.

INSIDERS’ TIPS

old city, with many amazing well- preserved heritage buildings alive with new, creative businesses. Plus, CAPE TOWN REVEALED it’s South Africa’s historical epicen- BELMOND MOUNT ter – it all started here! Who better to know a city than its top hoteliers? We asked six GMs for their recommendations NELSON HOTEL on what to do and where to go in the Mother City. INTERVIEWED BY SARAH KHAN IF YOU ONLY HAVE TIME FOR ONE ACTIVITY … GREAT FOR A DRINK: Head to Signal Hill, a 15-minute Straight No Chaser has excellent taxi ride from the city center, to live jazz. watch the sunset. You’ll be rewarded with a panorama of the city, Table NEIGHBORHOOD I SHOW Mountain, and the rest of the Twelve VISITING FRIENDS: Apostles mountain range. Kloof Street is lined with the best of local designs, arts, crafts, galleries, BEST CUP OF COFFEE: restaurants, collectibles, and coffee Truth Coffee, next to the police sta- shops. It’s always vibrant, trendy, tion on Buitenkant Street, has a bril- and inspirational. liant on-premises roastery, a good vibe, and regular live music. FAVORITE DAY TRIP: Head to Kalk Bay for lunch at Harbour SOUVENIR FIND: House Restaurant – great seafood Wire art from Monkeybiz in the Bo- and oysters. Kaap neighborhood. It’s truly African and supports the needy. SOUVENIR FIND: One look at Wonki Ware pottery and BEST BEACH: Xavier Lablaude you’ll see why it’s totally different – Bloubergstrand is 20 minutes from A new addition to the historic 198-room it’s, well, wonky, and it has a great Michael Pownall the city, with soft sand, numerous property, the Frenchman brings with story. The studios are in George, but After a stint in Cape Town in the ’90s, café/bar options, great surfing, and him decades of experience from hotels you find it locally at Blink. the English-born hotelier knew he views back to Table Mountain. across France and the U.S. He loves the wanted to settle there with his family. energy of the vaunted hotel in the heart TO FEEL LIKE A TRUE CAPETONIAN: He found that opportunity in 2008, ON MY TRAVEL BUCKET LIST: of the city. Attend a rugby game at Newlands when he joined the launch team of the Antarctica, seeing the Great Migration Stadium or visit Milnerton Flea 176-room Taj, set in the former reserve on the Masai Mara, and a wine-making Market on the weekend. bank building in Cape Town’s Central sabbatical – anywhere in the world! DON’T LEAVE OUR HOTEL WITHOUT: Business District (CBD). Enjoying the Chef’s Table experience WHERE YOU’LL LIKELY Cape Town’s golden hour. The Taj’s Jiva Grande Spa. for lunch or dinner. The playful, slightly FIND ME FOR BRUNCH: edgy, and theatrical interactive culi- The Pot Luck Club for its relaxed nary encounter takes place at a table ambience and that view. Square for an amazing tapas-style GREAT FOR A DRINK: in the kitchen. TAJ CAPE TOWN lunch. It’s a well-kept secret and a So many bars, but I love Orphan- KEY TO CAPE TOWN: superb value. At the corner of Bree age Cocktail Emporium on upper THREE RESTAURANTS NOT TO MISS: Save time to explore the fantastic art DON’T LEAVE OUR HOTEL WITHOUT: and Wale streets, Bocca serves a Bree Street. Order the “More Tea, Chefs Warehouse for its casual galleries; a few favorites are Everard Getting an Indian head, neck, and brilliant variety of dishes – from Vicar?” cocktail, and a quarter of the style and ever-changing menu of Read, SMAC, Gallery MOMO, and Ebony. shoulder massage in our Jiva Grande Cape Town’s best pizzas to pork proceeds supports the local Saint small plates, and The Kitchen for And this year marks the fourth edition Spa, which is unique in South Africa. belly and seafood – and pours a Francis Children’s Home, from which healthy breakfasts or salads and of the hotel’s Summer of Sculpture, I recommend it on arrival to set you nice selection of small boutique the bar gets its name. sandwiches at lunch. I love Black in collaboration with Everard Read. up after a long journey. South African wines by the glass. Sheep’s seven-hour slow-roasted For fine-dining excellence, longtime WHY WILL TRAVELERS LOVE leg of lamb with bacon and garlic – ON MY TRAVEL BUCKET LIST: THREE RESTAURANTS NOT TO MISS: favorite Aubergine is ideal for a THE BUSINESS DISTRICT? note that it serves six and requires Gorilla trekking in the Congo, Chefs Warehouse on Heritage celebration meal. The CBD is in the center of the 72 hours’ advance notification. Ethiopia, and Antarctica.

10 | #VIRTUOSOSYM #VIRTUOSOSYM | 11 INSIDERS’ TIPS WE’RE ALL ABOUT HIDDEN GEMS, courses of contemporary Cape cuisine paired with local wines.

CAPE GRACE THREE RESTAURANTS NOT TO MISS: ONE&ONLY NOT HIDDEN The Codfather for seafood from heaven and The Butcher Shop & Grill CAPE TOWN for delicious aged steaks. The Pot CHARGES. Luck Club defies description.

IF YOU ONLY HAVE TIME FOR ONE ACTIVITY … Everyone loves extras – until See the city from the top of Table Mountain. Whether you experience they’re charged extra. So the mountain via an exhilarating hike we throw in more visits, toss or the Cableway, it’s not to be missed. in more experiences, and include more sightseeing, all TO FEEL LIKE A TRUE CAPETONIAN: in the price of the vacation. Hit the Sea Point promenade. It’s the best spot to go for a run or a quiet So the only surprises your stroll, and afterward you can reward clients encounter are the yourself with a gelato. ones we have thoughtfully planned for them. BEST BEACH: Sandy Pollard Llandudno Beach is a real gem. It’s Pollard held executive positions in usually a lot quieter than the rest of industries as wide ranging as mining, the beaches in Cape Town and is Richard Lyon retail, and telecommunications before absolutely beautiful. Lyon’s globe-trotting hotel career has joining the 120-room Cape Grace, an brought him to London, Paris, Saint elegant grande dame presiding over the SECRET TO A GREAT NIGHT OUT: Lucia, India, the U.S., the Middle East, Victoria & Alfred Waterfront, in 2011. Take in a film at the Pink Flamingo and beyond. He took over the reins of Rooftop Cinema. Don’t tell anyone! the Victoria & Alfred Waterfront’s 131- 2016 EUROPE room One&Only last year. VACATIONS* DON’T LEAVE OUR HOTEL WITHOUT: ON MY TRAVEL BUCKET LIST: Trying Signal Restaurant’s tasting Tanzania, Norway for the northern menu: seven absolutely delicious lights, and the Maldives – again. DON’T LEAVE OUR HOTEL WITHOUT: A visit to the One&Only Spa, followed by some pool time. VIRTUOSO EXCLUSIVE THREE RESTAURANTS NOT TO MISS: La Colombe, with a wonderful setting on top of Constantia Nek and great nighttime views over Cape Town as you arrive and depart. The Test Kitchen, voted one of the world’s top 50 res- taurants for the past two years. And either of Harbour House Restaurant’s locations – choose Kalk Bay (Live Bait Restaurant) for the best sea views and waves crashing on the rocks; the waterfront is more convenient, right GlobusFamilyPartner.com on the harbor, and has a lively but Cape Grace’s Signal Restaurant. sophisticated atmosphere.

*Book a 2016 Globus or Monograms Europe vacation through a Virtuoso agency and receive free airport transfers in the destination city between airport and hotel. Offer is not applicable to extra night transfers. Booking must be made and under deposit between June 3, 2015 and December 31, 2016 for travel commencing by December 31, 2016. Valid with other offers, on FIT and Group bookings, and applies to new 2016 bookings only. Must mention code FREE T. Offer reliant on space availability. Not applicable to custom tours. Discount will apply to individual members of groups adding a name and non-refundable per person deposit WITHIN the promo window. Not applicable on TBA space. Full cancellation penalties will apply. Additional restrictions may apply; see Travel Terms & Conditions for details. May be withdrawn at any time. 12 | #VIRTUOSOSYM 021536 INSIDERS’ TIPS

FAVORITE DAY TRIP: THREE RESTAURANTS NOT TO MISS: DON’T LEAVE OUR HOTEL WITHOUT: markets, then grab a drink along the Head out to Cape Point and return The Test Kitchen racks up accolades Trying the Dom Pérignon Experience, Camps Bay strip. by way of Boulders Beach to see the for good reason and really is one of a tasting for two that pairs a bottle of penguins. TWELVE APOSTLES a kind. La Colombe’s new location ELLERMAN HOUSE Dom with a bento box of South African NEIGHBORHOOD I SHOW at Silvermist is incredible. And The dishes from our executive chef. VISITING FRIENDS: BEST CUP OF COFFEE: HOTEL & SPA Codfather offers the city’s best sea- Woodstock, for its Saturday farm- Origin in De Waterkant. I drink black food and sushi. THREE RESTAURANTS NOT TO MISS: ers’ market, secondhand and vintage coffee without sugar, so taste is The Test Kitchen tops my list – book shops, and art galleries. crucial, and they get it right. IF YOU ONLY HAVE TIME well in advance as the waiting period FOR ONE ACTIVITY … is a couple of months. I always rec- BEST CUP OF COFFEE: TO FEEL LIKE A TRUE CAPETONIAN: See the area by motorcycle sidecar. ommend The Village Idiot to friends Honest Chocolate, a small café on Make your way to Camps Bay on A recommended route: the Victoria wanting to try true South African food. Wale Street. Not only is the coffee Sunday morning and spend the day & Alfred Waterfront via Camps Bay, Chalk & Cork is a go-to favorite: They great, but they have a really good among its beaches and cafés. through Hout Bay and over Chap- have great tapas, the menu frequently chocolate-banana loaf. man’s Peak. Stop for a drink at one changes, and they pour some of the BEST BEACH: of the vantage points and continue country’s top wines. SECRET TO A GREAT DAY IN CAPE TOWN: Noordhoek is a beautiful long beach on for lunch at Harbour House in Ditch the map and simply walk from with crystal-clear water and great Kalk Bay. Return to the city via Mui- Ella Cuyler GREAT FOR A DRINK: one end of the city to the other – it’s surfing – but the water is freezing. zenberg. I guarantee you’ll fall in love A veteran of luxe lodges and hotels Tjing-Tjing, always. It’s a small and inti- small enough and a good way to expe- with Cape Town! across southern Africa, Cuyler has over- mate rooftop bar on Longmarket Street. rience it like a local. LOCAL SECRET: seen the opulent 13-room, two-villa Eller- The wineries and farms around Con- SOUVENIR FIND: man House in Bantry Bay since 2012. TO FEEL LIKE A TRUE CAPETONIAN: ON MY TRAVEL BUCKET LIST: stantia and the southern suburbs are A handcrafted coaster from Original Visit one of the many Saturday Budapest, Prague, and Brazil. the best! The area is only 20 minutes T Bag Designs, an art workshop from the CBD, but it’s another world. Michael Nel that grew out of a project to help After working his way up the hospitality- the local Imizamo Yethu commu- ON MY TRAVEL BUCKET LIST: industry ladder in the UK, Nel returned nity. Pick one up at their shop and Bequia in the Grenadines, Marrakech, to his native South Africa in 2014 and studio in Hout Bay. and Ho Chi Minh City. now helms the 70-room oceanfront Twelve Apostles in Camps Bay. BEST BEACH: Pool time at One&Only and (right) Llandudno has perfect white sand and Create the Perfect The Twelve Apostles’ Leopard Bar. great waves for bodysurfing. DON’T LEAVE OUR HOTEL WITHOUT: Enjoying Cape Town’s best sunset ON MY TRAVEL BUCKET LIST: Tailor Made Journey with an view while sipping a strawberry dai- Tanzania’s Grumeti Game Reserve, quiri in The Leopard Bar. Paris, and New York City. Abercrombie & Kent On-Site Abercrombie & Kent is the world’s largest network of luxury destination management companies. You can work directly with the on-site destination specialists in one of our 18 o‡ ces to create your client’s perfect journey. ©2016 Abercrombie & Kent, USA, CST LLC #2007274-20 Visit akdmc.com to get started today.

14 | #VIRTUOSOSYM ® ADVISOR INTEL CROSS SOMETHING OFF YOUR BUCKET LIST – AND DON’T WAIT TO TAKE THAT TRIP OF A LIFETIME.

Perhaps it’s seeing Machu Picchu 2016 VIRTUOSO LUXE REPORT 3.or staying in an overwater bunga- Our advisors weigh in on the travel industry’s top trends and hottest destinations. low in French Polynesia – either way, now is the time to go. Virtuoso’s annual survey of its international network of travel advisors serves as an industry trend forecaster, showcasing emerging luxury travel developments and destinations while presenting insight into the decisions of the globe’s most upscale travelers. Here’s a look at some of the report’s highlights. 5 MUST-HAVE EXPERIENCES

Bhutan’s Paro Taktsang DISCOVER monastery. UNTOUCHED PLACES.

Machu Picchu, Peru. 1. 2.CREATE UNFORGETTABLE PUSH THE MEMORIES. BOUNDARIES OF YOUR Whether it’s a multi- generational safari in 4. COMFORT ZONE. ENJOY CLOSER-TO-HOME5. Africa (traveling with extended family is Scuba dive the EXPERIENCES. Great Barrier this year’s top trend), Reef or take or celebrating a mile- an expedi- For U.S. respondents, this stone (also a top-five tion cruise year’s top U.S. destination, to Antarc- New York, attracts a diverse range trend) with a food and tica. This is wine tour of Italy, trav- the year to of travelers year-round. Mexico Exploring new destinations is this year’s chief travel elers will return with transcend appears on three Luxe Report motivator. Cuba is the top emerging destination, with Antarctica limits, with memories that outlive welcome top-five lists, proving its appeal Bhutan and Myanmar also ranking high on advisors’ lists. committee. adventure travel the actual experience. a key trend in 2016. to couples and families alike.

16 | #VIRTUOSOSYM #VIRTUOSOSYM | 17 South African ADVISOR INTEL savanna. TOP ADVENTURE DESTINATIONS Still trending: Multigenerational South Africa travel. 1. 2. Costa Rica 3. Galápagos Islands 4. New Zealand 5. Peru

Thank You Hello, Cape Town! On everyone’s VIRTUOSO MEMBERS list: Cuba.

For your overwhelming support of the new VIRTUOSO EXCLUSIVE DINING EXPERIENCE AMENITY available onboard Oceania Cruises’ TOP TRAVEL TRENDS TOP EMERGING DESTINATIONS TOP GLOBAL DESTINATIONS Marina and Riviera We look forward to seeing you during symposium! 1. Multigenerational travel 1. Cuba 1. Italy Best regards, your friends at Oceania Cruises 2. River cruising 2. Iceland 2. France 3. Active or adventure trips 3. Croatia 3. South Africa 4. Luxury cruises 4. Myanmar 4. Mexico 5. Celebration travel 5. Antarctica 5. Australia

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APR16228 Virtuoso half page ad.indd 1 2/22/16 10:11 AM On two wheels in Copenhagen. ADVISOR INTEL TOP TRAVEL MOTIVATIONS Venetian charm New York City is a Exploring new destinations in Italy. year-round favorite. 1. 2. Seeking authentic experiences 3. Rest and relaxation 4. Personal enrichment 5. Spending time or reconnecting with loved ones

Honeymoon, Amalfi style.

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20 | #VIRTUOSOSYM INDUSTRY OUTLOOK

KIFT LAUNCHED IN 2012 WITH includes the service and collabora- the goal of becoming the “daily tion that occurs before, during, and Shome page” of the global travel after the trip (planning, travel, and industry, with a focus on document- follow-up). We’ve conducted research ing changes in the travel industry and that clearly shows the line of demarca- travelers themselves. Nearly 1,000 tion between transactional agent and people attended its Global Forum last trusted advisor is the client debrief October to hear from executives at air- following the trip. Knowing how to lines, cruise lines, hotel brands – and ask the right questions – what could Virtuoso – on the future of travel from have been done to make the trip bet- a contrarian point of view. But before ter – fosters future collaboration and looking ahead, Upchurch reflected on loyalty. Our research confirms that loy- where we’ve been. alty (not simply repeat business, and there is a difference) is created on two WHERE WE STARTED. It all began fronts. There’s the emotional impact, with air bookings. In the 1950s, the vast where the advisor delivers security, majority of consumers booked directly relaxation, ease, fun, and inspiration. with airlines like Pan Am; they had top And the structural influence, where service and simple airfares. Then, in the more the advisor knows about 1976, Sabre installed the first terminals the client, the more there becomes Even as technology becomes more ubiquitous, within travel agencies. All of a sudden, a mutual investment. that very expansion of technology actually creates the definition of travel agents ex- panded, and agencies had an artificial PRICE VERSUS VALUE. To quote a craving for authentic human connections. monopoly on information. During this Warren Buffet, “Price is what you pay; period, airlines viewed travel agencies value is what you get.” The right kind of has never been truer. Another truism: tangible (meaning client lists) with the as a way of outsourcing labor at a low travel advisors understood the differ- It’s not just what you know, but who. intangible (client preferences), con- cost. In 1995, however, under pres- ence. Not only did they deliver the lat- tent marketing at scale was born. And, sure to reduce operating costs, airlines ter to their clients, they also delivered THE FUTURE OF THE NETWORK speaking of scale, we made progress began to limit the amount of commis- high-yield business to suppliers. EFFECT ON AGENCIES. Through on the human connection front, too. sions they paid travel agents. At the passion, personal experience, timing, That commitment born in 1988 to same time, they saw the natural path of EMBRACING TECHNOLOGY. Emerg- and a little luck, the travel entrepre- foster relationships so that our clients technology to reduce costs was to have ing technology like email and now neurship and advising collaboration would travel better now manifests consumers book themselves. Many mobile devices and social media, have we now know as Virtuoso was born. itself in our industry-leading Virtuoso Why the Right viewed the airlines’ moves to eliminate actually enhanced the human touch, After Allied Travel and Percival Tours Travel Week Global and – new this year air commissions and direct clients and helped create a phenomenon of merged to form API Travel Consul- – Virtuoso On Tour. online as the end of travel agents. Well, deeper digitally connected relation- tants in 1988, the focus was on indus- not exactly. ships. What has actually happened try innovation and leadership, setting SINGLE POINT OF FAILURE, in our industry, and many others, is aside some self-interest to accom- SINGLE MOST IMPORTANT Kind of Travel WHAT THE NAYSAYERS DIDN’T this bifurcation between optimized plish together what one could not do ACHIEVEMENT. Today we face chal- BANK ON. Sure, the “human vend- commodity economy companies and alone. The foundational commitment lenges we would never have predicted ing machine” was replaced, but, like optimized experiential economy com- that turned API from a collection of all those years ago, but the single in tech, they forgot about the “UX” – panies. Within any product or service famous agencies into a global net- point of failure that could have spelled Agent Survived user experience. For the right kind of group, there are do-it-yourselfers work that could deliver unified results our end was not having the right kind travel advisor – not just an order-taker (DIYs), collaborators, and delegators, was data. The “big data” of the time of advisors to service the best educat- – the job was never just about book- and we have held steadfast in the be- was a Rolodex and hard-copy client ed, most traveled, and Internet-savvy ing travel. It was about being a trusted lief that even as technology becomes profiles with basic preference coding. clients in the world. In 2001, Virtuoso consultant. People don’t go to advi- more ubiquitous and more powerful, Today we call this digital intelligence made it our mission to make the travel Advisor Thrived sors for information anymore; they that very expansion of technology ac- our “data warehouse.” advisor profession financially and go for clarity and curation. They need tually creates a craving for authentic, personally rewarding. In 2015, our At the Skift Global Forum last fall, Virtuoso someone to distill the abundance of genuine, trustworthy human connec- AN AGGREGATED CLIENT network grew the number of Virtuoso CEO Matthew Upchurch discussed the information available to them. The tions. I’ve always said, you can’t take DATABASE – AND MAJOR engaged advisors to 11,429, a 26 per- evolution from travel agent to trusted advisor. value proposition of using an advisor the human out of humanity, and this TOGETHERNESS. By coupling the cent increase – with 57 percent of that

22 | #VIRTUOSOSYM #VIRTUOSOSYM | 23 INDUSTRY OUTLOOK The overarching business challenge today is how not to be commoditized. growth coming from existing member from his book Start with Why: People agencies. Young talent, career switch- buy the why, and commoditize the ers, and new work models have taken what. People are attracted to advisors off. Why are we ahead? Because we because their “why” is felt, and in the started the legwork 15 years ago. process advisors deliver clients to our supplier partners that are driven by CRAVING THE PERSONAL TOUCH. value rather than price. Skift’s “2020 Manifesto” states that the ubiquity of information means IS IT WIRED OR IS IT DIGITAL? As everyone’s an expert; thus, the need Brené Brown says, we are hardwired for deeper connection beyond digi- for connection – it’s what gives pur- tal. This puts the travelers’ desires pose and meaning to our lives. Skift’s – deeper experiences that provide take echoes Brown’s observation inspiration, personalization, and self- that if we want to reignite innovation the core of Virtuoso, we enhance lives discovery – squarely in the strengths and passion, we have to rehumanize through human connection. of advisors. I believe the overarch- work. That’s exactly what a true travel ing business challenge today is how advisor does, every day, with the help ISN’T IT FUNNY? Travel advisors not to be commoditized. Remember of the very digital tools used to com- are the hottest “new thing” that never Simon Sinek’s all-too-true quote moditize so many products. And at went away.

THE PERSONALISED TRAVEL THEY DEMAND THE PERSONAL SUPPORT YOU DESERVE Silversea has been committed to creating the ultimate cruise experience for discerning travellers for over 20 years. Equally strong is our unwavering commitment to you, our valued Virtuoso travel partners. As a privately owned company, we pride ourselves on personalised service, with an experienced and dedicated sales team to ensure the highest level of business support and prompt attention. We thank you for your continued support and look forward to working together to provide our mutual customers an even greater “Return on Life” in the coming years.

24 | #VIRTUOSOSYM REVIEWS & RECOMMENDATIONS

market share of luxury travelers.” HOW THEY RATE A few of the thousands of client testimonials on Virtuoso.com. While Virtuoso preferred supplier partners don’t need to do anything to be reviewed (the only requirement: clients Advisor: Robert Merlin and made sure things were running must spend a minimum of $250 to Awesome! “Robert Merlin has planned smoothly and corrected those that receive an invitation to share feedback), many of our family vacations and weren’t. I would work with her again.” it’s important for advisors to opt in. always has an eye toward value, luxury, – lastminutetraveler “Virtuoso’s Reviews and Recom- and a great experience for all. He mendations program is the industry’s goes over and above to accommo- Supplier: Travelex Insurance only verified review system for travel date the various needs of our family Definitely worth it! “We purchased advisors,” says David Kolner, senior vice and provides great advice about the travel insurance [in case we had] to president of Global Member Partners. destinations (not to mention awesome cancel. Fortunately we didn’t, but the “Our research points to these verified amenities!).” – Lisa fee is worth the peace of mind.” – Holly reviews as a key decision-making tool for consumers in selecting an advisor.” Advisor: Nancy Yale Supplier: Tauck It’s easy to participate through Vir- Very helpful with last-minute trip. Tauck is the best! “My trip was won- tuoso Reports, he explains. “Virtuoso “I found Nancy on the Internet. She put derful. The experiences, the sights, the Supplier: Esprit Saint Germain does all the work for sending, vetting, together a wonderful itinerary within 24 people, the accommodations, the food, Lovely hotel. “We would never have Verified Success and publishing the reviews – and our hours and was patient with my need for the guides, were all superb. I’ve taken considered this hotel without the There’s no better source to sing your praises toolkit helps advisors make the most control and for transparency of details. several Tauck tours, and will continue suggestion of our travel advisor. The of the program.” During the trip she stayed in touch to do so.” – Ruby perfect hotel in every way.” – Pat123 than the clients themselves. Cristina Buaas, the advisor who’s received the most reviews (218 and UTHENTICITY ISN’T JUST A and any Virtuoso preferred supplier counting, with a 100 percent recom- trend in travel experiences – it’s a that was part of their itinerary. Clients mendation rate), can attest. Aconsumer marketing trend as well. receive an email five days after they “There’s no better recommendation Referrals have always been a key way return from a trip asking them for a than a detailed, personal account of a to attract new clients, and today savvy review and recommendations to share client’s experience working with me,” companies are harnessing client feed- with the Virtuoso community. Since Buaas says. “The fact that the reviews the ultimate way to back as an online marketing tactic. the program launched in 2013, the are authenticated from Virtuoso is key.” Consumers trust testimonials from response has been, well, almost too Her advice to advisors? “It’s a power- EXPERIENCE AFRICA other consumers because such “real” good: The average recommendation ful form of advertising that you should opinions are independent from a busi- is 98.4 percent for advisors and 94.2 take advantage of. But first and fore- ness’ own sales and marketing com- percent for suppliers. most, you need a good profile to make munications. Research proves that “The biggest problem we have from the best initial impression possible.” online reviews and testimonials influ- a program management perspective Advisor Leah Bergner says she uses ence purchase decisions and generate is that the overwhelmingly positive the reviews as a client touchpoint. “I’ll leads. According to a study by Ipsos, 78 nature of these reviews may seem too let them know to expect an email from percent of Americans report that online good to be believed by the consumer,” Virtuoso,” she says. “I also go through reviews help them decide whether they says Matt Elliott, director of Virtuoso. past reviews to reconnect with clients. should purchase a product – and the com. “It’s a testament to our member- Last year’s honeymoon couple may be percentage is even greater in high-in- ship and helps us grow the network’s in need of a babymoon this year.” come households. One caveat: Vetting strangers’ comments. How does the BY THE NUMBERS ADVISORS SUPPLIERS consumer – or the company – really know they can trust those comments? Reviews Sent (June 2013 – Present) 170,766 56,216 Featuring Virtuoso Preferred accommodations Virtuoso’s Verified Traveler Reviews Reviews Completed (June 2013 – Present) 20,431 5,135 AmaWaterways’ ZAMBEZI QUEEN | TINTSWALO SAFARI LODGE | CAPE GRACE HOTEL | FAIRLAWNS BOUTIQUE HOTEL and Recommendations program Response Rate (June 2013 – Present) 12% 9% one-of-a-kind safari solves that problem, and helps advi- At Least 1 Review 1,291 880 itineraries combine sors and suppliers grow their busi- Average Number of Reviews (At Least 1) 14.4 5.3 nesses, by inviting verified travelers wildlife cruises to share feedback on their advisor Average Recommendation 98.4% 94.2% along the Chobe River with the best in luxury game lodges and hotels. FOR MORE INFORMATION, CONTACT AMAWATERWAYS 800.626.0126 | WWW.AMAWATERWAYS.COM 26 | #VIRTUOSOSYM CRUISE TRENDS

WILL MORE RIVER-CRUISE WILL MORE OCEAN-CRUISE LINES FORECASTING THE FUTURE LINES ENTER THE ENTER THE RIVER-CRUISE MARKET? We surveyed executives from the travel industry’s fastest-growing OCEAN-CRUISE MARKET? segment for their thoughts on the state of cruising. YES UNCERTAIN

Whether it’s cruising’s ease, the increasing creativity of itineraries and onboard activities, or other perks of setting sail, travelers are embracing cruises in record numbers: 61 percent of Virtuoso travel advisors reported an increase in bookings last year, and 24 million cruisers are expected to leave port in 2016. To meet demand, it’s estimated NO that, by 2020, the cruise industry will invest some $25 billion to launch 55 new ships, with 25 new ships (9 ocean/16 river) being christened this year alone. And who’s booking all those cruises? Seventy percent of the time, it’s a travel advisor. But will this love affair with cruising last? Here, industry leaders share their insights. YES: “There are a limited number of navigable rivers. Once the river- Crystal Cruises takes to the river this summer. cruise client has exhausted all the destinations, the line wouldn’t want to lose that client to oceangoing cruises. There’s an attraction to expanding YES: “As the river- advisors and cruise almost be a distrac- WHAT ARE THE TOP TRENDS IN THE WHAT ARE THE TOP CHALLENGES beyond rivers.” – Gary Murphy cruise market ex- lines, the potential tion, given that they CRUISE INDUSTRY TODAY? FACING THE CRUISE INDUSTRY? pands, it becomes is likely.” have so much capital NO: “It’s much easier to go smaller more attractive to – Mike Wiersema investment in the “Authentic, immersive excursions; multigenerational/ “It’s a sexy industry for the press to latch on to – than bigger.” – Ron Gulaskey, the larger cruise lines ocean sector.” * * family travel; a younger clientele as the popularity of any incident soon becomes a CNN special.” Celebrity Cruises since they want to NO: “The operations – Guy Young river cruising increases; themed cruises; and all- – Vicki Freed, Royal Caribbean International retain the cruise are completely dif- inclusive, which offers a more luxurious, relaxing, and “I don’t see others following Viking. passenger within ferent, and they need “Not all rivers are seamless experience.” – Guy Young, Uniworld “Political instability in the international market.” The cost of capital is wildly different: their organization.” to be run as separate created equal. That * Boutique River Cruise Collection – Gary Murphy, AmaWaterways A riverboat costs about $25 million, – Gary Murphy businesses.” provides a challenge compared to a cruise ship, which – Vicki Freed to offering the same “Going on expeditions and discovering the serene “Geopolitics, currency, distribution changes, poor ranges between $500 million and “Lines will enter destination variety * * splendor of remote parts of the world. There is global penetration of the travel markets, the cost of $1.5 billion.” – Vicki Freed arenas where guests “Prior to 2013, the as ocean cruising. a heightened consciousness about conservation new builds, and communication in a digital world.” can be satisfied industry was in an Ocean-cruise lines and ecology.” – Navin Sawhney, Ponant Cultural – Larry Pimentel, Azamara Club Cruises UNCERTAIN: “I’m not sure that it’s profitably.” enviable position, with need to be persuaded Cruises & Expeditions as natural a transition as ocean-cruise – Larry Pimentel more demand than that expansion is scal- “Safety concerns, homogenization of certain desti- lines moving to river. Most of the supply. Now capacity able to reap a gener- * “Providing luxury experiences, river cruising still nations, and pricing pressure.” – Nikki Upshaw river-cruise lines are newer and have “Travel advisors have has caught up with ous ROI.” * growing but slowing, co-branding with retailers of on- smaller ships, so they have less seen great success demand, and my – Navin Sawhney board programs or public spaces, more experiential “Increased capacity has put pressure on pricing.” of a guest database to draw from.” converting their view is that there * excursions and pre-/post-cruise packages.” – Guy Young – Diane Moore luxury-cruise and will be fewer new UNCERTAIN – Shawn Tubman, Regent Seven Seas Cruises land-tour clientele entrants into the “The strong U.S. dollar is great in terms of purchas- Viking’s first ocean vessel. into river cruisers. The river-cruise seg- * “A focus on the destination, with more time in port ing power, but it has hampered international bookings, average river cruiser ment. It remains * and more overnights.” – Mike Wiersema, Viking Cruises especially from Canada and Europe. World events can is 65+, and 10,000 relatively niche, NO always cause consumers to hesitate in booking certain people turn 65 every and for the large “Innovative and exceptional dining options; discov- parts of the world, but, conversely, this can be good for day in the U.S. With ocean-cruise com- * ering new ports or unique experiences in a known domestic destinations or other parts of the world (like this growing market panies, entering YES port; authenticity of the destination experience.” the South Pacific) that are perceived as safe.” and unlimited earn- the river-cruise

– Nikki Upshaw, Oceania Cruises – Diane Moore, Paul Gauguin Cruises (ICON) DIMA LAGUNOV/NOUN PROJECT ing potential for both market would

28 | #VIRTUOSOSYM #VIRTUOSOSYM | 29 CRUISE TRENDS

WHAT ARE SOME WAYS YOUR COMPANY SUPPORTS THE TRAVEL ADVISOR COMMUNITY?

“We have focus groups, advisory cooperative advertis- * panels, and constant feedback di- ing, and booking incen- rectly or indirectly sent to our top tives to earn a free river management to make sure we’re best cruise. Ninety percent of IN THE NEXTIN 2 YEARS 3-5 YEARS YEARS6-9 10 YEARS OR LONGER NEVER UNCERTAIN serving the advisors.” – Ron Gulaskey our marketing is done in conjunction with a retail “Everything we do supports the travel agency.” * travel agent. With a product as – Gary Murphy WHEN WILL THE CRUISE INDUSTRY specialized as ours and a destination that’s not as well known as many in “Training, seminars at OVER THE LAST DECADE, * REACH A SUPPLY SATURATION POINT? the industry, we know that the trade sea, solid compensa- WHAT PERCENTAGE must understand our value proposi- tion for top producers, 3-5 YEARS: “CLIA [Cruise Lines International Association] and the industry over- tion and be able to recommend our business-development OF YOUR CRUISE LINE’S all aren’t doing what’s needed collectively to grow the segment. We fight for more unique product to their clients. We managers, outstanding pieces of the cruiser pie rather than grow the pan the pie is in.” – Ron Gulaskey encourage advisors to participate in product deliverables, SAILINGS HAVE BEEN our Pearls specialist training pro- well-trained call centers, 10 YEARS OR LONGER: “We still have a huge untapped market for cruises, gram, which can give them the tools excellent collateral mate- CANCELLED OR REROUTED both ocean and river. Ocean-cruise lines are evolving to attract younger audi- to sell the destination and our line.” rial, and great deploy- DUE TO GEOPOLITICAL, ences. They have more activities, Internet access for social media use, and more – Diane Moore ments.” – Larry Pimentel is a top priority. Having travel-agent- modern food-and-wine offerings to appeal to millennials. And most people who friendly policies. Flexibility and seeing have been cruising on ocean-cruise ships are just starting to discover the beauty “Paying commissions, marketing “We print the last agent of record’s things in many shades of gray – this HEALTH, OR WEATHER * * of river cruising. It’s a matter of reaching these potential guests.” – Diane Moore funds, training, the CEO speaking at call to action on all our promotional is not a black-and-white industry. We CONCERNS? conferences, and much more.” email and direct mail to our past must mutually support one another. “Never say never, but even if the maximum market share is 20 percent, – Edie Rodriguez guests. We make large investments Co-op.” – Vicki Freed presently the industry still only represents two to three percent of the total to market to our past guests on our vacation market.” – Shawn Tubman “Approximately 95 percent of our agents’ behalf and promote heavily “We were the first – and are still * * business is handled through the to prospects, always recommending the only – river-cruise line to offer NEVER: “If you build it, they will come.” – Edie Rodriguez, Crystal Cruises trade, so Uniworld’s success is di- our travel-advisor partners. Our team no NCFs [noncommissionable fees], rectly tied to that of our travel-agent of experienced salespeople assist so advisors earn commission on “The Chinese and Indian markets provide great potential for expanding the partners. We do very little consumer both top and developing producers in every aspect of their clients’ book- overall cruise market.” – Gary Murphy direct marketing; 90 percent of our selling our products and luxury travel ings, including air, port charges, and marketing budget is with our major in general. Our pricing is truly all- gift orders. Our Viking Travel Agent “There are so many emerging markets, such as BRICS [Brazil, Russia, India, trade partners, such as Virtuoso. For inclusive, and we pay commission Academy gives advisors the tools China, and South Africa]. Although there may be periodic saturation in certain the size of our company, we have a on almost all of those included for success, and our marketing tools cruise niches – ultra-luxury, expedition, river – I see tremendous ongoing large sales team available for train- elements.” – Shawn Tubman help advisors maximize profits. We opportunity for contemporary and premium lines.” – Nikki Upshaw ing and to support our travel-agent have a dedicated travel agent web- partners. We also pioneered the first “For our fleet size, we have one site with online booking capabilities. * UNCERTAIN: “The global cruise market is growing at a good rate. The online river-cruise training program of the most robust sales teams to Additionally, our customizable mar- penetration of emerging markets in Australasia, Latin America, and central for agents.” – Guy Young provide support, sales solutions, and keting materials [encourage] clients Europe is nascent. North America continues to generate new-to-cruising marketing ideas. We also invest heavi- to contact advisors directly to make guests at a solid rate.” “Training, webinars, co-op market- ly in training, incentive programs, and a reservation. Our business develop- * 6-10 PERCENT6-10 – Navin Sawhney ing, client functions, travel-advisor marketing budgets.” – Nikki Upshaw ment directors throughout the U.S. rates, and FAMS.”– Navin Sawhney and Canada have product knowledge “The cruise sector has minimal penetration in holiday travelers. The growth will “We look at 360 degrees of sup- and expertise to help advisors grow

LESS THAN 1 PERCENT PERCENT 2-5 MORE THAN 10 PERCENT *

largely be limited by yard capacity.” – Larry Pimentel PROJECT MANTISSHRIMPDESIGN/NOUN (ICON) “Educational trips, webinars, port. Being easy to do business with their business.” *

30 | #VIRTUOSOSYM #VIRTUOSOSYM | 31 VIRTUOSO SYMPOSIUM CAPE TOWN 2016

MEMBER ATTENDEES

Raenette De Cicco Stèphane Gattefosse Michael Holbrook Fernando Gonzalez Suzanne Duzenman Michael King 4 Seasons Travel Inc Assistant Privé au Voyage Columbus Travel First in Service Travel Global International Travel Service Great Getaways Travel San Juan, Puerto Rico Paris, France Columbus, Georgia New York, New York South Yarra, Victoria, Australia Kansas City, Missouri Malaka Hilton Pilar Vivet Ramona Holbrook Vickie Greenlee Kevin Loveless Phoebe Weinberg Admiral Travel International, Inc. Atlàntida Viatges Columbus Travel For Travelers Only Global Travel Greatways Travel, Inc. Sarasota, Florida Barcelona, Spain Columbus, Georgia Ridgeland, Mississippi Boise, Idaho Grosse Pointe Farms, Michigan Ryan Hilton Joshua Bush Maria Cristina Lowndes Vickie Love Greenlee Pam Loveless Brett Dann Admiral Travel International, Inc. Avenue Two Travel CoSport Brasil For Travelers Only Global Travel Helloworld Newcastle (HTG Corporate) Sarasota, Florida Philadelphia, Pennsylvania Rio De Janeiro, Brazil Ridgeland, Mississippi Boise, Idaho Wickham, Australia Richard Shore Bruny Correal Martinz Melanie Thomas Miriam Omphroy Anthony Goldman Louise Dann Aladdin Travel bcmviajes Creative Travel, Inc. Forest Travel Agency Goldman Travel Group Helloworld Newcastle (HTG Corporate) Winston-Salem, North Carolina Bogotá, Colombia Shreveport, Louisiana Miami Beach, Florida Melbourne, Australia Wickham, Australia Sally Shore George Balogh Ted Thomas Rochelle Lieberman Barbara King Aladdin Travel Blue Skies Travel Creative Travel, Inc. Gateway Travel Service Great Getaways Travel Winston-Salem, North Carolina East Greenbush, New York Shreveport, Louisiana Farmington Hills, Michigan Kansas City, Missouri Nelson de Oliveira Maria Ines Burro Patty Perry Current as of March 28, 2016 Alatur Viagens e Turismo Boarding Pass Cruise Vacations International São Paulo, Brazil Asunción, Paraguay Rockville, Maryland Nancy Stein Mickey Creyf Lynda Johnson Aldine Travel, Inc. BTS Travel Group - Travel Experts Cruises Etc. Travel LLC St. Louis, Missouri Antwerp, Belgium Fort Worth, Texas Alex B. Ramsey Don Jones Ruth Turpin All Aboard Travel, Inc. CADENCE Cruises Etc. Travel LLC Dallas, Texas La Jolla, California Fort Worth, Texas Alfred Volden Shelby Donley Una O’Leary All World Travel, Inc. Camelback Odyssey Travel CWT Concierge Albuquerque, New Mexico Phoenix, Arizona Mississauga, Ontario Catharine Thorburn Gene Lashley Victoria Boomgarden Allure Travel by CTM Century Travel, Inc. Direct Travel Luxe Toorak, Australia Atlanta, Georgia Naperville, Illinois Kirsten Little Peter Lloyd Janie Bullard Andavo Travel Century Travel, Inc. Distinctive Journeys Englewood, Colorado Atlanta, Georgia Atlanta, Georgia Meredith Price, DS Charlotte Harris Jessica Upton Andavo Travel Charlotte Travel Distinctive Journeys Birmingham, Alabama Hong Kong, China Atlanta, Georgia Becky Powell Lance Stamps Fatima Hawkins Andrew Harper LLC Classic Travel Service, Inc. Dnata In spring 2016, Cunard’s Queen Mary 2 Princess and Queens Grill Suites and restaurants Westmont, Illinois New York, New York Dubai, United Arab Emirates will be redesigned, establishing the new standard for luxury ocean travel. Lorelei Calvert Richard Beck Edward Rom Andrew Harper LLC Classic Travel Service, Inc. EFR Travel Group  Experience the elegance of grand British traditions,  Discover the di erence between dinner and dining, with Austin, Texas New York, New York London, United Kingdom perfected over 175 years the fi nest cuisine, single seating and our signature White Star Service™ Alex Orengo Jay Johnson Allan Verstandig  Escape into the spacious luxuries of our award-winning Andromeda Viajes Coastline Travel Advisors Executive Edge Travel + Events Queens Grill and Princess Grill Suites, with up to 2,249  Enjoy pre-dinner canapés in your suite, arranged by your Barcelona, Spain Garden Grove, California Melbourne, Australia square feet personal Queens Grill butler ® Nicholas Young Roy Collett Yvonne Verstandig  Partake in the award-winning Cunard Insights  Let your Grills Suite concierge reserve a shore excursion, Anywhere Travel Colletts Travel Executive Edge Travel + Events enrichment programme, where celebrities and experts spa treatment or other special request share their knowledge Sydney, Australia London, United Kingdom Melbourne, Australia Contact your Virtuoso travel advisor to reserve a

Design image is for illustration purposes only and is subject to change. to and is subject purposes only illustration is for Design image Bermudan Ships of registry. Line. ©2016 Cunard Queens Grill or Princess Grill Suite on your next voyage. 32 | #VIRTUOSOSYM #VIRTUOSOSYM | 33

Virtuoso-SymposiumAd-0222.indd 1 2/16/16 5:39 PM VIRTUOSO SYMPOSIUM CAPE TOWN 2016

Diane Parks Jim Bisciglia Tomas Perez MEMBER ATTENDEES Sanders Travel Centre Specialty Cruise & Villas Teresa Perez Tours Fort Worth, Texas Gig Harbor, Washington São Paulo, Brazil Peter Herff Damian McCabe Kathy Burns Lamphier Jenny Westermann Stefan Bisciglia Jason Miller Herff Travel, Inc. McCabe World Travel, Inc. Posh Travel, Ltd. Sanders Travel Centre Specialty Cruise & Villas The Accomplished Traveler San Antonio, Texas McLean, Virginia Greenland, New Hampshire Fort Worth, Texas Gig Harbor, Washington New York, New York Tony Huffman Luis Romero Grace DeVita Lucy Tovar John Crawley Barkley Hickox Huffman Travel, Ltd Metropolitan Touring C.A. Post Haste Travel Service, Inc Sevilla Sol Viajes Stellar Travel The Local Foreigner Dayton, Ohio Quito, Ecuador Hollywood, Florida Guadalajara, Mexico Bellevue, Washington New York, New York Alvin Miu Connie Miller Sylvia Berman Mark Smith Randy Kramer Mark Moorhead Jebsen Travel Group Montecito Village Travel Post Haste Travel Service, Inc Simplexity Travel Management Stellar Travel The Travel Agent, Inc. Hong Kong, China Santa Barbara, California Hollywood, Florida London, United Kingdom Bellevue, Washington Carmel, Indiana Lily Agonoy Robin Sanchez Fernanda Portugal Gouvea Erina Pindar Jim Strong Wanda Moorhead Jebsen Travel Group Montecito Village Travel Prime Tour Agencia de Viagens e SmartFlyer Strong Travel Services The Travel Agent, Inc. Hong Kong, China Santa Barbara, California Turismo New York, New York Dallas, Texas Carmel, Indiana São Paulo, Brazil Jim Eraso, CTC/DS Karen Merricks Michael Holtz Teresa Perez Jim Eraso Travel, Inc. MTA - Mobile Travel Agents David Lauwers SmartFlyer Teresa Perez Tours Key Biscayne, Florida Robina, Australia Q Cruise + Travel New York, New York São Paulo, Brazil Chicago, Illinois Kristen Pike Roy Merricks Current as of March 28, 2016 KK Travels Worldwide MTA - Mobile Travel Agents Rob Clabbers Atlanta, Georgia Robina, Australia Q Cruise + Travel Chicago, Illinois Miriam Geiser Sara Pearce KK Travels Worldwide MTA - Mobile Travel Agents Jenny Graham Atlanta, Georgia Robina, Australia Quintessentially Travel London, United Kingdom Karen Howland Kate Corey Lake Shore Travel Nomadic Souls Shaun Houston Show your clients the world! Glencoe, Illinois Chicago, Illinois RACT Travel Hobart, Australia Amanda Klimak John Upchurch Largay Travel Odyssey Travel David Lowy Waterbury, Connecticut Ormond Beach, Florida Renshaw Travel Vancouver, Canada Chadi Nammour Karen Upchurch L’Espace Tours Odyssey Travel Craig Mungary São Paulo, Brazil Ormond Beach, Florida River Park Travel Fresno, California Vera Maria Salem Gattaz Gil McLachlan L’Espace Tours Ovation Travel & Cruise Planners Teri Mungary São Paulo, Brazil Manly, Australia River Park Travel Fresno, California Estela Lozano Lisa McLachlan Lozano Travel Ovation Travel & Cruise Planners Linda Munson Mexico City, Mexico Manly, Australia Royal Int’l Travel Service Inc. Beverly Hills, Michigan Sergio Lozano Jack Ezon GG#0884 SS 2/16 Lozano Travel Ovation Vacations John Cargile Mexico City, Mexico New York, New York Rudi Steele Travel, Inc. Dallas, Texas Roger Samtani Judy Stein At GOGO VACATIONS & WORLDWIDE TRAVELER we’ll help you get them there. Lux Travel Consultants Ovation Vacations Rudi Steele London, United Kingdom New York, New York Rudi Steele Travel, Inc. Our consultants are knowledgeable and passionate about delivering amazing travel experiences. Dallas, Texas Kip Abbott Russell Wagenaar Manchester Travel Company, Inc. Paul Klein Travel Annette Haifer With special amenities, service that goes beyond expectations, and exclusive perks at Manchester, Massachusetts Chicago, Illinois Sabra Travel Bondi, Australia some of the most spectacular hotels, rise above your competitors and show your clients Anne Scully Cristina Fernandez McCabe World Travel, Inc. Plenia Travel Group Barbara Gross what it means to be treated like a treasured guest, at no additional cost to you or them! McLean, Virginia Madrid, Spain Sabra Travel Bondi, Australia GOGO Vacations 888.567.0600 • Worldwide Traveler 866.565.7348 34 | #VIRTUOSOSYM VIRTUOSO SYMPOSIUM CAPE TOWN 2016

MEMBER ATTENDEES

Karen Mackie Ursula Pearson Angela Pierson Trans World Travel Pty Ltd. Travelex International Inc. Wallace Pierson Travel Melbourne, Australia Hoffman Estates, Illinois Amelia Island, Florida JOIN THE CONVERSATION Rob Mackie Jaime Leon Hernandez Eric Pierson Trans World Travel Pty Ltd. Travelwise, S.A. Wallace Pierson Travel Melbourne, Australia Santo Domingo, Dominican Republic Amelia Island, Florida Michelle Holmes Laura Asilis Daria Westerfield #VirtuosoSym Travel and Transport, Inc. Travelwise, S.A. West University Travel Omaha, Nebraska Santo Domingo, Dominican Republic Houston, Texas Bobby Zur Nicholas Leonsins Rick Westerfield Travel Artistry LLC Travkor West University Travel Franklin Lakes, New Jersey Sandton, South Africa Houston, Texas Cliff Morgan Julio Fuenzalida Gary Johnson Travel Exchange Turismo Cocha Woodside Travel Westport, Connecticut Santiago, Chile Seattle, Washington Janet Peterson Daniel Goldwasser Jeff Willner Travel Executives Unique Travel of Palm Beach, Inc. Worldview Travel Scottsdale, Arizona Delray Beach, Florida Toronto, Ontario Kenneth Peterson Philip Davies Mike Dawson Travel Executives US1 Travel Inc. Worldview Travel Scottsdale, Arizona Santa Monica, California Santa Ana, California TPR 11762 Virtuoso Ad_TPR 11762 Virtuoso Ad 2/22/16 12:53 PM Page 1 Michael Fake Bob Watson Alexandra Pelts Travel Experts, Inc. Valerie Wilson Travel, Inc. YYZ Travel Group Raleigh, North Carolina New York, New York Toronto, Ontario At the heart of every successful Sharon Fake Ginny Caragol Inna Zelener Travel Experts, Inc. Valerie Wilson Travel, Inc. YYZ Travel Group relationship lies a strong partnership. Raleigh, North Carolina New York, New York Toronto, Ontario Virtuoso and Eleanor Nelson Judy Kurzban Peter Vesely Travel House, Inc. Valerie Wilson Travel, Inc. Zebrano Travel Inc. The Palms Turks & Caicos – Barrington, Illinois New York, New York Toronto, Ontario the perfect alliance. Jim Nelson Kimberly Wilson Wetty Wendy Davis Travel House, Inc. Valerie Wilson Travel, Inc. Zebrano Travel Inc. Barrington, Illinois New York, New York Toronto, Ontario Morris Chia Valerie Ann Wilson Travel Professionals International Valerie Wilson Travel, Inc. Winnipeg, Manitoba New York, New York Tim Morgan Alejandra Ramirez Martin Del Campo Travel Professionals International Viajes Palacio Winnipeg, Manitoba Mexico City, Mexico Sharyn Kitchener Stephanie Anevich Travel Specialists Mosman Vision Travel Solutions Mosman, Australia Toronto, Ontario Cher Roscoe Carol Morgan Travelcall Voyage Affaires T H E C O O L S I D E O F C L A S S I C. Melbourne, Australia Auckland, New Zealand The Palms Turks and Caicos may be known for its elegant, The Palms Turks & Caicos – Gregory Pearson Jacqui Jones Named 2016’s “Best Hotel in Turks & Caicos” British Colonial plantation atmosphere, but style can be deceptive Travelex International Inc. Voyage Affaires as well as seductive. Its heart beats hot, the ambiance is cool, Hoffman Estates, Illinois Auckland, New Zealand by U.S. News & World Report. and the last time we looked, nobody was playing board games. Grace Bay Beach, Providenciales – Named 2016’s “#1 Beach In The World” T H E PA L MS , L AID-BA CK L UXE. by TripAdvisor’s Travelers’ Choice Awards. 36 | #VIRTUOSOSYM Current as of March 28, 2016 866.877.7256 | thepalmstc.com VIRTUOSO SYMPOSIUM CAPE TOWN 2016

AIR, AUTO, INSURANCE & SPECIALTY PARTNER ATTENDEES HOTEL & RESORT PARTNER ATTENDEES

Richard Aquino Wendy Cook Todd Neuman A special thanks to the Hotel & Resort partners that are exclusive Allianz Global Assistance Lufthansa Group South African Airways to the Virtuoso network, listed in red. Richmond, Virginia Dallas, Texas Plantation, Florida Yolanda Carneiro Yvonne Owen Mike Ambrose Carey International, Inc. MedjetAssist Travelex Insurance Services Mark Wheeler Viktoria Riley Guido Polito Washington, District of Columbia Birmingham, Alabama Omaha, Nebraska &Beyond Anantara Hotels & Resorts Baglioni Hotels Collection Nairobi, Kenya Deerfield Beach, Florida Milan, Italy Lamar Berry Cheryl Lapow Sally Dunlap Hertz Corporation South African Airways Travelex Insurance Services Deborah Yager Fleming Colleen Schmitz Elizabeth Harlow Dallas, Texas Plantation, Florida Omaha, Nebraska Acqualina Resort & Spa on the Beach ARIA Resort & Casino Bellagio Miami Beach, Florida Las Vegas, Nevada Las Vegas, Nevada Matt Strong Jill Polsky Hiron Menon Lufthansa Group South African Airways Tripscope, Inc. Christina Deeny Jennifer Rutkowski Annette Kishon-Pines Dallas, Texas Plantation, Florida Omaha, Nebraska Aman Baccarat Hotel & Residences New York Belmond London, United Kingdom New York, New York New York, New York John Reed Dee Mc Guinness Janice Gombert Aman Resorts Baglioni Hotels Collection Belmond Mount Nelson Hotel Singapore, Singapore Milan, Italy Cape Town, South Africa

CRUISE LINE PARTNER ATTENDEES

Gary Murphy Liz Finn Rick Meadows AmaWaterways Norwegian Cruise Line Seabourn & Cunard Calabasas, California Miami, Florida Seattle, Washington live life luxuriously Larry Pimentel Nathan Hickman Bob Lepisto Azamara Club Cruises Norwegian Cruise Line SeaDream Yacht Club Miami, Florida Miami, Florida Miami, Florida Keith Lane Nikki Upshaw Christian Sierralta Celebrity Cruises Oceania Cruises Silversea Cruises Miami, Florida Doral, Florida Miami, Florida Ron Gulaskey Diane Moore Guy Young Celebrity Cruises Paul Gauguin Cruises Uniworld Boutique River Miami, Florida Bellevue, Washington Cruise Collection Los Angeles, California Edie Rodriguez Navin Sawhney Crystal Cruises PONANT Cultural Mike Wiersema Los Angeles, California Cruises & Expeditions Viking Cruises New York, New York Woodland Hills, California Stanley Birge Cunard Line Shawn Tubman Valencia, California Regent Seven Seas Cruises AFRICA | ALASKA | ASIA & PACIFIC | CANADA & NEW ENGLAND | CARIBBEAN | MEDITERRANEAN | NORTHERN EUROPE | SOUTH AMERICA Miami, Florida Charles Dunwoody Holland America Line Joanne Schimelman Enjoy every day exactly as you wish while exploring the world’s most beautiful places. Everything is included — Seattle, Washington Royal Caribbean International from flights to excursions and from fine wines and premium spirits to gourmet dining. Allow us to take care of every detail Miami, Florida Eva Jenner as we take you to nearly 350 destinations worldwide aboard our luxuriously appointed and perfectly sized ships with Holland America Line Vicki Freed no more than 750 pampered guests. You really can have it all aboard Regent Seven Seas Cruises®. Seattle, Washington Royal Caribbean International Miami, Florida Jacinta McEvoy Lindblad Expeditions John Delaney New York, New York Seabourn Seattle, Washington THE MOST INCLUSIVE LUXURY EXPERIENCE TM

FOR MORE INFORMATION CALL 1.844.4REGENT (1.844.473.4368) | VISIT RSSC.COM 38 | #VIRTUOSOSYM NA_APR161002 VIRTUOSO SYMPOSIUM CAPE TOWN 2016

HOTEL & RESORT PARTNER ATTENDEES

Cheryl Bennett Christopher Cowdray Nikheel Advani Sue Ferguson Janet Kato White Dave MacGregor Bennett + Mercado Hospitality Dorchester Collection Grace Bay Club J.Mak Hospitality Montage Hotels & Resorts Rocco Forte Hotels New York, New York London, United Kingdom Turks and Caicos Islands New York, New York Laguna Beach, California New York, New York Knut Wylde Helen Smith Guido Fiorentino Janine Cifelli Leo Ghitis Juliet Cox Berkeley Dorchester Collection Grand Hotel Excelsior Vittoria Janine Cifelli Representation Nayara Hotel, Spa & Garden & Rosewood London London, United Kingdom London, United Kingdom Sorrento, Italy Toms River, New Jersey Nayara Springs London, United Kingdom La Fortuna, Costa Rica Aldo Melpignano Lindsy Terry Ulrich Krauer Jena Gardner Karin Salinas Borgo Egnazia Ellerman House Halekulani JG Black Book of Travel Darrick Eman Rosewood Resorts Mexico Savelletri Di Fasano, Puglia, Italy Cape Town, South Africa Honolulu, Hawaii New York, New York NIZUC Resort & Spa Playa del Carmen, Mexico Cancún, Mexico Stuart Johnson Laurence Tafanel Pascale Fontaine James Baker George Cohen Brown’s Hotel, a Rocco Forte Hotel Esprit Saint Germain Hotel Byblos St. Tropez Kempinski Hotels Caroline Goux Saxon Hotel, Villas & Spa London, United Kingdom Paris, France St. Tropez, France New York, New York Oetker Collection Johannesburg, South Africa Paris, France Nelson Caboz Benjamin Sinclair Cristina Bolzonella JoAnn Kurtz-Ahlers Samantha Fulton Cape Grace Hotel Faena Hotels Hotel Danieli, a Luxury Collection Kurtz-Ahlers & Associates, L.L.C. Richard Lyon Shangri-La Hotel, At The Shard, Cape Town, South Africa Miami Beach, Florida Hotel, Venice San Juan Capistrano, California One&Only Cape Town London Venice, Italy Cape Town, South Africa London, United Kingdom Sandy Pollard Michael Kewley Laurent Branover Cape Grace Hotel Fairlawns Boutique Hotel, Crescenzo Gargano La Reserve Geneve Helen McCabe-Young Marcus Bauder Cape Town, South Africa Villa Residence and Spa Hotel Santa Caterina Geneva, Switzerland One&Only Resorts Shangri-La Hotel, Tokyo Johannesburg, South Africa Amalfi, Italy Plantation, Florida Tokyo, Japan Ermanno Zanini Luis Pinheiro Capri Palace Hotel & Spa Moshi Perera Richard Lebowitz Le Quartier Français Rose Genovese Barbara Pang Capri, Italy Fairmont Mount Kenya Safari Club Hyatt Hotels Corporation Franschhoek, South Africa One&Only Resorts Shangri-La Hotels and Resorts Nanyuki, Kenya New York, New York New York, New York Hong Kong, China John Speers Antonio Sersale Chatham Bars Inn Philip Barnes Samy Ghachem Le Sirenuse Mariella Avino Greg Dogan Chatham, Massachusetts Fairmont Pacific Rim Il Sereno, Lake Como Positano, Italy Palazzo Avino Shangri-La Hotels and Resorts Vancouver, British Columbia Lake Como, Italy Ravello, Italy Hong Kong, China Eric Boonstoppel Robert More Cheval Blanc Courchevel George Wee Liza Masias Lion Sands Private Game Reserve Claudio Ceccherelli Sam McDiarmid Courchevel, France Fairmont Peace Hotel, Shanghai Inkaterra Machu Picchu Pueblo Hotel Mpumalanga, South Africa Park Hyatt Paris-Vendome Shangri-La Hotels and Resorts Shanghai, China Machu Picchu Pueblo, Peru Paris, France New York, New York Evelyn Weber Jacqui Hemphill Cheval Blanc St-Barth Isle de France Javier Rivadulla Anita Bos Londolozi Private Game Reserve Sari Freeman Gabriele Lombardo St. Barthelemy, Saint Barthélemy Finca Cortesin Hotel, Golf & Spa InterContinental Amstel Amsterdam Sabi Sand Game Reserve, South Africa Passages of Distinction Shangri-La Le Touessrok Resort & Spa Casares, Spain Amsterdam, Netherlands Butler, New Jersey ~ A Virtuoso Preview Property Melisa Novick Denise Bruzzone Trou D’eau Douce, Mauritius COMO Hotels and Resorts Florence Dubois Gillian Greenwood Mandarin Oriental Hotel Group Richard White New York, New York Four Seasons Hotel George V InterContinental Hotels & Resorts New York, New York Preferred Hotels & Resorts Lindy Rousseau Paris, France Denham, United Kingdom Newport Beach, California Singita Joachim Hartl Luca Finardi Cape Town, South Africa Conrad Algarve Jose Silva Alvaro Rey Mandarin Oriental, Milan Carlos Quereda Almancil, Portugal Four Seasons Hotel George V InterContinental London Park Lane Milan, Italy Querido Representation Co. Filip Boyen Paris, France London, United Kingdom Vancouver, British Columbia Small Luxury Hotels Of The World Matthias Kaesweber Susanne Hatje New York, New York Conservatorium Hotel Amsterdam Kristien Deleersnijder Christophe Laure Mandarin Oriental, New York Diana Banks Amsterdam, Netherlands Four Seasons Hotels and Resorts InterContinental Paris Le Grand New York, New York Raffles Hotels & Resorts & FRHI Rick Harvey Lam London, United Kingdom Paris, France Dubai, United Arab Emirates Sofitel Luxury Hotels Thomas Fischer Julian Cabanillas New York, New York Corinthia Hotel London Jennifer Fox Martino Acampora Marbella Club Hotel - Frances Broussard London, United Kingdom FRHI Hotels & Resorts J.K. Place Capri Golf Resort & Spa Red Carnation Hotels Chris Austin Toronto, Canada Capri, Italy Marbella, Spain London, United Kingdom Starwood Hotels & Resorts Giampaolo Padula Worldwide, Inc. Cristallo Hotel Spa & Golf Sue Wheatley Claudio Meli Brona Kelly Terry Holmes Miami, Florida Cortina D’ampezzo, Dolomites, Italy FRHI Hotels & Resorts J.K. Place Firenze Maybourne Hotel Group Red Carnation Hotels Dubai, United Arab Emirates Florence, Italy London, United Kingdom London, United Kingdom John Mannion Leslie Kaminski Starwood Hotels & Resorts Destination Hotels Ana Fonseca Samuel Porreca Patrick Nayrolles Christian Renz Worldwide, Inc. Miami, Florida Gansevoort Turks & Caicos J.K. Place Roma Meadowood Napa Valley Rocco Forte Hotels Stamford, Connecticut Turks and Caicos Islands Rome, Italy St. Helena, California London, United Kingdom

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HOTEL & RESORT PARTNER ATTENDEES ON-SITE PARTNER ATTENDEES

Jeff Fishman Doireann Hennebry Stuart Procter A special thanks to the On-Site partners that are exclusive Stein Eriksen Lodge Deer Valley The Merrion Hotel The Stafford London to the Virtuoso network, listed in red. Park City, Utah Dublin, Ireland London, United Kingdom Willie Williams Hemant Mediratta Michael Nel Taj Cape Town The Oberoi Group The Twelve Apostles Hotel & Spa John Round-Turner Bertrand Collignon Filippo Curinga Cape Town, South Africa New Delhi, India Cape Town, South Africa Abercrombie & Kent Kenya Découvertes Inc & Sarl I.D.I Travel - Italian Dream Inc. Nairobi, Kenya Rognes, France Mogliano Veneto, Italy Chinmai Sharma Kapil Chopra Sofia Peluso Taj Hotels Resorts and Palaces The Oberoi Group The Westin Excelsior, Rome Paul Bauer Gary Duffy Andrea Grisdale New York, New York New Delhi, India Rome, Italy Abercrombie & Kent Discover Holidays Inc - Canada IC Bellagio Southern Africa Ltd. Vancouver, British Columbia Bellagio, Italy Jodi Dell Leblanc Karen Whitt T. Colm O’Callaghan Johannesburg, South Africa Taj Hotels Resorts and Palaces The Palms Turks & Caicos Trump International Hotel David Tobin Zachary Rabinor New York, New York Turks and Caicos Islands & Tower Chicago Siobhan Byrne Learat Dream Escape Journey Mexico Chicago, Illinois Adams & Butler Ireland and Scotland Edinburgh, United Kingdom Puerto Vallarta, Mexico Renu Basu Ling Riley Edinburgh, United Kingdom Taj Hotels Resorts and Palaces The Palms Turks & Caicos Danilo Zucchetti Hamish Keith Virginia Irurita Mumbai, India Turks and Caicos Islands Villa d’Este Shanti Kohli EXO Travel - Thailand Made For Spain Cernobbio - Lake Como, Italy Amber Tours Pvt. Ltd. Bangkok, Thailand Madrid, Spain Rachel David Gerald Feurer New Delhi, India Terre Blanche Hotel Spa Golf Resort The Peninsula Hotels Achille Di Carlo Provence, France New York, New York Villa La Massa Florence, Italy Philippe Brovelli Sharon Telesca Feurer The Brando The Peninsula Hotels Janet Hoolohan Arue, French Polynesia New York, New York Virgin Limited Edition London, United Kingdom Richard Bailey Simon Yip The Brando The Peninsula Hotels Wayne Suttie Arue, French Polynesia Hong Kong, China Zambezi Queen Chobe River, Botswana Ashish Verma Francois Luiggi The Chatwal, a Luxury Collection Hotel The Pierre, a Taj Hotel, New York New York, New York New York, New York Karen Cruitt Ruth Jones The Cove Atlantis The Ritz London Paradise Island, Bahamas London, United Kingdom Anna Roost Alexis Romer The Dolder Grand The Ritz-Carlton Hotel Company, LLC Zurich, Switzerland New York, New York Geoffrey Gelardi Mikkel Krantz The Lanesborough The Royal Livingstone - YOUR IS OUR DESTINATION London, United Kingdom an Anatara Resort Livingstone, Zambia Ruurd Hooijer LoyalTI First with Travel Impressions The Leading Hotels of the World, Ltd. Elizabeth Biden Since 1974, Travel Impressions has put travel agents first. Now, we’re taking it a step further and putting your LoyalTI First as well. New York, New York The Royal Portfolio To thank you for your years of support, we have designed a rewards program to give back to agents like you. Cape Town, South Africa Amie Buchanan Earn points with your very first booking, and collect even more with monthly promotions that put you even closer to that reward The Lowell Hermann Elger you might be eyeing. We look forward to watching your points balance grow as we move ever forward to your success…our New York, New York The St. Regis New York ultimate destination. New York, New York Rebecca Soloff Visit us at travimp.com/LoyalTIFirst for more information. The Mark Toni Knorr Success New York, New York The St. Regis San Francisco San Francisco, California TRAVELIMPRESSIONS.COM RESERVATIONS: 1-877-436-7737

Tours operated by Travel Impressions, Ltd. Details are accurate at time of publication and are subject to changes, exceptions, cancellation charges and restrictions. Not responsible for errors or omis- sions in the printing of this ad. Travel Impressions materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Travel Impressions. CST #2029006-20, IOWA #758, Washington UBI #602 425 801. MB6007-16_DF_2.17.16 42 | #VIRTUOSOSYM VIRTUOSO SYMPOSIUM CAPE TOWN 2016

ON-SITE PARTNER ATTENDEES ALLIANCE PARTNER ATTENDEES

Nicola Butler André Botha Mei Zhang Mercedes Garcia Ruben Reachi Virginia Dionisio NoteWorthy Trans Africa Safaris WildChina Barcelona Turisme Los Cabos Tourism Board South African Tourism London, United Kingdom Cape Town, South Africa Beijing, China Barcelona, Spain Cabo San Lucas, Mexico New York, New York Karen Fedorko Sefer Jennifer Paterson Craig Glatthaar Teresa Llana Recep Sefer Dayna Miller Sea Song Tours Trans Africa Safaris Wilderness Safaris El Corte Ingles: Castellana Store, Orient Handmade Carpets Tourism Vancouver Istanbul, Turkey Cape Town, South Africa Cape Town, South Africa Madrid Istanbul, Turkey Vancouver, British Columbia Madrid, Spain Paul Pugh Andy Brosou Keith Vincent Bangu Masisi Sebastien Dubois Sincerely Paul Triumph Travel Wilderness Safaris South Africa Bernard Kouao South African Tourism Tourism Vancouver London, United Kingdom Cape Town, South Africa Rivonia, South Africa Galeries Lafayette Paris New York, New York Vancouver, British Columbia Paris, France Stuart Rigg Didem Ustman Ark Southern Crossings Australia UTS - Nurdan’s United Travel Services Sydney, Australia Istanbul, Turkey

TOUR OPERATOR PARTNER ATTENDEES

A special thanks to the Tour Operator partners that are exclusive to the Virtuoso network, listed in red.

Daniela Bonanno Brennan Quesnele Kimberly Daley Absolute Travel GOGO Worldwide Vacations Pleasant Holidays / Journese New York, New York Ramsey, New Jersey Westlake Village, California Sherwin Banda Laurie Palumbo Ian Swain African Travel, Inc. Island Destinations Swain Destinations Glendale, California Larchmont, New York Ardmore, Pennsylvania Rick Reichsfeld Marc Moore Anna Vo Alpine Adventures Kensington Tours Tahiti Legends Fort Lauderdale, Florida Wilmington, Delaware Santa Ana, California Emmanuel Burgio Anna Pinto James Phillips Blue Parallel Micato Safaris Travel Bound Potomac, Maryland Africa & India New York, New York Carol Doherty Lindsay White Greg Bernd CIE Tours International National Geographic Expeditions Travel Impressions Morristown, New Jersey Washington, District of Columbia Farmingdale, New York Dave Ferran Jack Richards Classic Vacations Pleasant Holidays San Jose, California Westlake Village, California

44 | #VIRTUOSOSYM #VIRTUOSOSYM | 45 VIRTUOSO SYMPOSIUM CAPE TOWN 2016

VIRTUOSO STAFF ATTENDEES VIRTUOSO EVENT STAFF ATTENDEES

Albert Herrera Jennifer Campbell Misty Belles Carrie Hubbard, CMP José Garcia Ray Sullivan Sr. Vice President, Director, Professional Development Director, Global Public Relations Associate Meeting Planner Coordinator, Meetings & Events Associate Meeting Planner Global Product Partnerships and Agency Services Washington, District of Columbia Fort Worth, Texas Fort Worth, Texas Fort Worth, Texas New York, New York Atlanta, Georgia Muriel Wilson Denise Boatman, CMP Lana Crouse, CMP Silvia Zamora, CMP, CMM Angela Roditi Joelle Goldman Director, Virtuoso Events Meeting and Events Planner Meeting and Events Planner Senior Operations Manager, Vice President, Alliances Director, USA and Canada Fort Worth, Texas Fort Worth, Texas Fort Worth, Texas Virtuoso Events New York, New York Evanston, Illinois Penelope Taylor Fort Worth, Texas Beth Butzlaff Karen Goldberg Communications Specialist – Managing Director, Cruise Managing Director, Hotels & Resorts Office of the CEO Seattle, Washington New York, New York Fort Worth, Texas EVENT PRODUCTION ATTENDEES Carol Coleman Karyn McCarthy Scott Bryan National Accounts Director Director, Product Development Senior Manager, Air, Auto and Chris Cost Robert Stanzione Daniel Pycock New York, New York New York, New York Insurance Sales & Marketing ImageMaker Photographic Excellence VisionArea Fort Worth, Texas Cece Drummond Kevin Abell Lake Forest, Florida Las Vegas, Nevada Fort Worth, Texas Managing Director, Director, Product Development Steve Kawamura Sondra Brunone Destinations & Experiences and Experiences Director, Strategy & ImageMaker New York, New York Baltimore, Maryland Organizational Development Fort Worth, Texas Seattle, Washington Cheryl Cheney Bunker Kristi Green Managing Director, Member Regional Director, South Central Susan Spain Development USA and Canada Fort Worth, Texas Director, Strategic Growth Lake Forest, Florida Fort Worth, Texas Laura Sport Chintan Gandhi Managing Director, Marketing Terrie Hansen Director, Software Application Products & Programs Sr. Vice President, Marketing Your family clients want stories to tell. Development Seattle, Washington Fort Worth, Texas Seattle, Washington Adventures to remember. Matt Elliott Todd Scheinoha Daniel O’Brien Director, Virtuoso.com Director, Technology Services Travel that surprises and inspires. Sr. Vice President, Seattle, Washington Fort Worth, Texas Systems & Services Because to them, a life richly lived is Seattle, Washington Matthew Upchurch Tony Shepherd Chairman & CEO Director, Europe, Middle East & Africa FAMILY the ultimate luxury. David Hansen Fort Worth, Texas New York, New York Sr. Vice President, Virtuoso Events Find the family adventure your clients seek on Michael Londregan William (Bill) Smith Fort Worth, Texas Royal Caribbean®. Start with a range of comfortable Managing Director, Australia, Vice President, Cruise Sales VACATIONS David Kolner New Zealand & Asia & Performance Management accommodations, from the exclusive luxury of Royal Sr. Vice President, Australia, New Zealand and Asia Seattle, Washington Suite Class to the expansive versatility of Family Global Member Partnerships REDEFINED. Connected staterooms. Add family friendly thrills you Seattle, Washington Michelle Rashid Director, Culture & won’t find anywhere else, both onboard and onshore. Elaine Srnka Organizational Development And top it off with more of those “I’ve always wanted Managing Director, Virtuoso Content Seattle, Washington Fort Worth, Texas to try that!” moments for all ages and interests, for a Mike McCown family vacation your clients won’t forget. Eric Diaz Burwell Sr. Vice President, Director, Latin America & Caribbean Finance & Accounting Member Partnerships Fort Worth, Texas Coral Gables, Florida For more information, visit LoyalToYouAlways.com/FamilySuitesBrochure

Royal Suite Class program benefits, amenities, and services vary by suite category, ship and itinerary, and are subject to change without notice. Additional program terms apply. © 2016 Royal Caribbean Cruises Ltd. Ships’ registry: The Bahamas. 16049217 • 02/16/16 46 | #VIRTUOSOSYM Dreams of skiing MEET THE PRESS new mountains, language immersions & cooking classes

PETER GREENBERG JAVIER ARREDONDO Travel Editor, Founder and Chairman, CBS News Travesías Media

TRAVEL COLLECTION Greenberg, also known as “The Travel Detective,” is a Arredondo has more than 17 years in the travel and multiple Emmy Award-winning investigator reporter, media industries. He is the founder of Travesías Media, producer, author, radio host, and a recognized frontline which produces Travesías, Gatopardo, and city guides, travel news journalist. On national TV, Greenberg appears books, apps, and websites as well as content market- on CBS This Morning, CBS Evening News with Scott ing and custom publishing projects in Spanish, English, OUTSTANDING FAMILY Pelley, and Sunday Morning. On public TV, Greenberg and Portuguese for high-profile clients. Arredondo is GETAWAYS AND REUNIONS hosts The Travel Detective with Peter Greenberg and The president of the board of the Mexico City Museum, and Royal Show. On nationally syndicated radio, he hosts also sits on the boards of the Mexican Contemporary Art Peter Greenberg Worldwide. The U.S. Travel Association Board (PAC) and The Shangri-La Hotels & Resorts Global DESTINATION: ADVENTURE inducted Greenberg into its Hall of Leaders, and Travel Travel Advisory Board. Explore new worlds hands-on, Weekly named him one of the most influential people and fi nd thrilling new pastimes in travel. TRAVEL BUCKET LIST: in fun destinations TRAVEL BUCKET LIST: Iran, Madagascar, Uzbekistan Nouméa (New Caledonia), Enjoy activities tailored to suit all ages experience a night carrier landing RELAXING RETREATS “Ultimate Savor fabulous luxury amenities thrill ride!” and reconnect with your loved ones Escape from everyday stresses

LIMITLESS OPTIONS Choose an all-inclusive package and enjoy a perfect vacation experience without ever leaving TIFFANY DOWD JAMES SHILLINGLAW the resort. Or, let us build the perfect itinerary for you and Founder & President, Editor at Large, your family Luxe Social Media & Travel Market Report LUXETIFFANY.com Your family is one of a kind. Your vacation should be, too!

Dowd is a recognized social media influencer as Luxe As Editor at Large for Travel Market Report, Shillinglaw I C E U S R S O A P L Tiffany, a global luxury hotel expert, and luxury social provides professional travel agents with news, informa- E C media journalist and thought leader. Her company, tion, and business advice in a daily online newsletter. He Luxe Social Media, provides social media consulting previously served for 11 years as Editor in Chief and Edi- and reputation management for the world’s most exclu- torial Director for TravAlliancemedia, where he launched sive hotels, destinations, and lifestyle brands. Dowd is a TravelPulse.com, the daily online news source, as well as contributing travel writer for USA Today and U.S. News Agent@Home and Vacation Agent magazines. Shillinglaw & World Report, is regularly featured as a luxury travel is a two-time winner of ASTA’s Journalist of the Year

expert on Twitter chats, and listed as one of the 25 Best award, and has covered Virtuoso since the early 1990s. I C E U S R S O A P L Luxury Digital Experts to Follow. E C TRAVEL BUCKET LIST : www.classicvacations.com • 800.331.7280 TRAVEL BUCKET LIST : Cuba, Colombia, New Zealand Uganda, Shanghai, Italy

Classic drive in Top priority! 48 | #VIRTUOSOSYM Italian convertible

140-0216 Virtuoso Symposium Directory-Ad-R2-KF.indd 1 2/25/16 9:38 AM Uncommon destinations Unforgettable moments. Intimate ships with no more than 300 suites Spacious all-suite accommodations

Tipping is neither expected nor required

Award-winning gourmet dining

Complimentary open bars and fine wines

Complimentary champagne and in-suite bar

Ships’ Registry: Bahamas. ©2016 Seabourn.

Contact Seabourn to arrange your client’s journey on the World’s Finest Small-Ship Cruise Line. Enjoy exclusive Virtuoso Voyages amenities including an onboard cocktail reception, shore event, or shipboard credit on select sailings.

Asia, Arabia & India • Australia & New Zealand • Caribbean & Panama Canal • Mediterranean • Northern Europe • South America & Antarctica • Alaska

Seabourn VIRTUOSO Symposium ad m.indd 1 2/17/16 1:00 PM Virtuoso Traveler | 1/2 Page Horizontal | Bleed: 8.25 x 5.54” | Trim: 8 x 5.29” | Live: 7.37 x 5” anc | andy nordfors communications | 310-963-5538 | [email protected] | ancseattle.com

BELMOND HOTEL SPLENDIDO, PORTOFINO THERE ARE THOSE WHO TRAVEL BUT NEVER REALLY ARRIVE. THOSE WHO VISIT A PLACE BUT NEVER KNOW THE PEOPLE TRAVEL IS SO MUCH MORE WHEN YOU GET CLOSER TO LIFE AND

HOW IT IS BEST LIVED HERE, WHEREVER HERE MAY BE. IT’S TIME FOR SOMETHING DIFFERENT. TRAVEL THAT IS INDIVIDUAL, INSPIRED, AND IMAGINATIVE. WHERE WILL YOU GO?

HOTELS | TRAINS | RIVER CRUISES | JOURNEYS | BELMOND.COM

© 2016 Belmond Management Ltd. Belmond is a registered trademark.

Belmond Virtuoso Symposiumad .indd 1 22/01/2016 11:45 A sincere thank you to our 2016 Virtuoso Symposium Host Hotels!

BELMOND MOUNT NELSON HOTEL Belmond Mount Nelson Hotel is a garden estate located in the heart of Cape Town’s cultural center, near top sightseeing attractions and the city’s best beaches. Two heated swimming pools, rolling lawns and rose gardens make this an urban sanctuary. Each of the 198 gues­trooms and suites is individually styled, and Librisa Spa (also a destination day spa) offers a bouquet of holistic treatments. The Planet Bar and Restaurant serves authentic South African cuisine, Oasis Bistro features Mediterranean-inspired dishes and local classics for lunch and dinner, and afternoon tea served in the hotel lounge is a signature experience.

CAPE GRACE Cape Grace is Cape Town’s most exquisite and stylish hideaway. Set on its own private quay in the historic Victoria & Alfred Waterfront, the hotel takes inspira- tion from the city’s rich cul­tural heritage. Double-glazed French doors open to Table Mountain or harbor views from each room. Enjoy superb Cape contem- porary cuisine in Signal restaurant, while afternoon tea in the Library is a favor- ite among guests and locals alike. The Bascule Whisky, Wine and Cocktail bar on the water’s edge offers one of the largest whiskey collections in the Southern Hemisphere. Find solace and rejuvenate with African-inspired treatments in the world-class spa.

ONE&ONLY CAPE TOWN One&Only Cape Town rises seven stories above the marina and offers sublime views of Table Mountain from its prime waterfront location. Interiors are fresh and modern, incorporating African fabrics and furnishings; guests enjoy sump- tuous accommodations and expansive glass doors leading to private balconies. One&Only Spa is located on a private island in the middle of the waterway, as are 40 one- and two-bedroom Island Suites. Celebrated chefs Nobu Matsuhisa and Reuben Riffel have each created dramatic signature restaurants specifi­cally for One&Only Cape Town. Purchase sophisticated fashions and even magnificent African art at Neo Boutique.

TAJ CAPE TOWN vir·tu·o·so re·serve Taj Cape Town is ideally located in the city’s historic precinct. Take in city or / vərCHə’wōsō / rə’zərv/ Table Mountain views from either a Heritage Luxury Room or from the balcony 1. A designation for clients with the of a more contemporary Towers Luxury Room. You’ll find endless restaurants, absolute highest level of spend. monuments, museums, galleries, and boutiques within walking distance. After exploring, rejuvenate with a treatment in the Jiva Grande Spa. Lat­er, enjoy drinks synonym: at The Twankey, a seafood and champagne bar, before heading to Mint, an all­ Verified VIP day dining restaurant with a show kitchen and full-length wine wall. Or enjoy exquisite Indian cuisine at Bombay Brasserie – London’s celebrated venue, transported to Cape Town. “WE WERE THRILLED TO SEE SO MANY INCREDIBLE ANIMALS, BUT IT WAS OUR GUIDE THEMBA WHO MADE OUR SAFARI TRULY UNFORGETTABLE.” “We went on open-vehicle game drives, with elephants just feet away, and heard the heart-stopping sound of a lion’s roar at midnight; but it was Themba’s knowledge and passion that made this a place we can’t wait to visit again.”

ADD A LITTLE SAFARI TO YOUR VACATION. IT’S JUST ONE OF THE BIG 5 SOUTH AFRICAN EXPERIENCES THAT’LL HAVE YOU RETURNING TO OUR HOME. Visit www.southafrica.net

WHAT’S YOUR BIG 5? SAFARI / CULTURE / ROMANCE / ADVENTURE / ENTERTAINMENT Inspiring new ways VIRTUOSO SYMPOSIUM CAPE TOWN 2016

NOTES

56 | #VIRTUOSOSYM #VIRTUOSOSYM | 57 58 | #VIRTUOSOSYM THE ONLY CHOICE IN RIVER CRUISING

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