I came home on Tuesday and was greeted with a question.

“What is the worst thing that ever happened on one of your travel programs, and how did you handle it?”

My step-daughter, Erica, had applied for a tour leader job with G Adventures. That question was on their application.

I’m going to tell you the story that came to mind as soon as Erica asked me the question. This isn’t the worst possible thing that ever happened, and it didn’t happen on my watch . . . but it was very timely. Just the day before I had fielded a call from Gabriel Haigazian, my VP Operations, who was escorting an incentive group in New Zealand. He wasn’t even supposed to be there, but the designated Program Manager, Lesley Ford, had torn her miniscus on the tennis court two weeks before and was unable to lead the group, as she’d been scheduled to do for months.

If you know Gabriel – and many of you do – you know how eminently capable he is. And engaging. And smart. And funny. And willing to jump in at the last moment and take over this program for a very important client. (It’s not easy to pick up where someone left off.)

Here’s what happened:

The group of 37 top sales performers were enjoying wine and appetizers in the revolving restaurant, Orbit, on the 52nd floor of Auckland’s Sky Tower in advance of dinner. It was a glorious evening, complete with a technicolor sunset (just as he’d arranged – we take credit whenever possible!). Gabriel was seated in another section of the restaurant enjoying the panoramic view. The rep from the DMC (destination management company) had gone home for the night and the bus was safely parked in a holding lot.

Gabriel got up to check on the group to make sure everyone was happy. As he passed by the kitchen, he noticed four waiters standing just outside the door, looking alarmed. Then chefs began to file out of the kitchen one by one. Gabriel cornered the restaurant manager who said,

“there’s been a fire in the kitchen and the restaurant is closed.”

Bad news. Where were they going to eat? Immediately, Gabriel phoned the DMC. “I don’t have time to explain, but get the bus back here FAST – and call Euro Restaurant and ask them if they can set up for a group of 37 people – NOW.”

He hurried over to the section where the group was seated and discreetly explained the situation to the company president, who then circulated among the tables explaining that plans had changed and they were doing a “progressive” dinner.

By the time they took the elevators to ground level, the bus was waiting. They proceeded to the Euro, where waiters served cocktails on the terrace overlooking Auckland Harbor. Wait staff were lighting candles in the private dining room, set for 37, and the chefs were busily preparing a rush order of Wood-Roasted Fish Fillet in a Black Quinoa Crust, with Green Bean & Broad Bean Salsa Verde and Indian Pork Cracklings. Over in the pastry section, the chef was whipping up his signature Banana Caramel with Pecan Oak Cracker and Raspberry Gel.

Elapsed time?  Fifteen minutes.

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No question — Gabriel is a SuperStar! And he’s in good company. I’m so proud to lead such a strong, loyal and capable team. Between our collective 86.75 years of travel industry experience (but who’s counting?) we’ve got a LOT of stories to tell. I often threaten to write a book. But nobody would believe it’s not fiction!

Not surprisingly, many people envy our the opportunity to travel the world. But the responsibility is enormous. Every year we’re in charge of several hundred of our customers’ eagerly awaited travel experiences. For many, it’s the journey of a lifetime. For some, it’s a reward for a year of superlative sales efforts. For our media clients, it’s their opportunity to be a gracious host to some of their most important advertisers.

Coordinating so many moving parts: airlines, hotels, buses, restaurants, tour guides, etc. – so that everything is perfectly timed and looking effortless is a fine art. When there’s a challenge (and there’s always something) – to have the presence of mind to know exactly what to do, who to call, how to to stay calm, how to keep your travelers calm, to be mindful of options (Gabriel had passed by the restaurant a couple of times, intending to check it out for future programs) – THAT’S when we earn our stripes.

In Gabriel’s case – he’s earned a SuperHero Suit!

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