Top 50 2024 - Republic of Ireland - Marble City Travel, Kilkenny

In historic Kilkenny, a recent makeover at Marble City Travel has given customers cosy booths to create a more one-to-one booking experience, while cheery murals help set the holiday mood. It all serves to support an atmosphere owner Tom Britton describes as a “travel hug”. Turning next to its online look, the agency’s website is also in the process of an upgrade and a YouTube channel is on the cards. Like many Irish agencies, Marble City struggled with post-pandemic recruitment, but the team, which has flexible working, is now a healthy size and includes an apprentice. Each member is encouraged to develop a personal plan to improve their destination and ship knowledge through visits so they can pass on first-hand knowledge to their customers. A booming client interest in cruise is supported by two specialists, with P&O Cruises and Cunard particularly strong sellers. The agency is also booking more groups, which have recently included a VIP tour. Tricky arrangements in the last year have involved getting an Ironman contestant and their bike around Hawaii and pulling an all-nighter to reroute a cruise passenger whose flight had been cancelled. Tom has also hand-delivered Christmas hampers of local trout and whiskey to the agency’s most loyal customers. After a thorough vetting process, Marble City upgraded its travel insurance provider in 2023. It made advising on insurance loopholes a priority, after staff had seen too many customers who’d researched their own find themselves inadequately covered. Tom likes to raise the profile of travel agents in general, particularly through advice-sharing on Marble City Travel’s regular radio slot. By teaming up with other nearby independent businesses in Kilkenny, the agency hopes to see its street become a “destination” part of town. 

marblecitytravel.ie