Tom Baker

"I think today's agent has to be more educated, well-traveled, incredibly experience, empathetic, and a GREAT listener."

Regions of operation: Generalist

Countries of expertise: Egypt, Kenya, Peru

Special categories: Ocean Cruises, River Cruises

What do you do that competing specialists can’t/won’t:

I'm 61 years old, been a hands on agent for 38, worked for a cruise line for 10 of those years and I still treat each booked trip as if it were my own. I read and study constantly in my rare free time to learn about new trends and when I travel, I spend my time discovering new and exciting touring opportunities, visit hotels, and interview guides that will benefit my varied clients.

What is one of your all-time favorite experiences you've been able to pull off for guests?

I was able to open the Princess Isabella apartment in Rome for a group when the villa itself was open but not the actual apartment. The fee is typically around 2000 euro and I was able to procure a showing for free for my client due to relationship with Dr. Enza Fratello.

Do you think the events of recent years have permanently changed the role of the specialist/agent? Any forever pivots that you've made?

I think today's agent has to be more educated, well-traveled, incredibly experience, empathetic, and a GREAT listener. An order taker is not going to cut it with savvy travelers. They want somebody who knows more than they do. This is critical and will be ever more important in coming years.