Service is good but the store layout at Starlite DMC could be more customer-friendly
PRESENCE A dynamic young travel company, Starlite DMC is located in the busy industrial area of Naraina in west Delhi with a branch office in Dwarka. A leader in overseas destination weddings and MICE groups, the company’s flagship store looks inviting and extremely customer-friendly.
APPEARANCE Out of a total of 11 executives, three are frontline and interface with in-store customers, dealing with day-to-day planning and execution of itineraries. They package bespoke tours and liaise with suppliers to arrange packages. The staff are dressed in smart casual attire and exude an air of ease in the work environment.
EASE Located close to the arterial Ring Road, access is easy in this upscale neighbourhood. Service is prompt and friendly.
My request for a quote for an incentive group of 30 media executives for Turkey was put together within a day, with several optional tours and activities included. What’s interesting about the Starlite DMC outlet is the retail shop doubles as an event planning office with specialised personnel for each type of event.
SUGGESTIONS This DMC would do well to expand to a bigger office and compartmentalise its operations more distinctly, so that signage within the premises can demarcate zones for each type of operation. I had to ask twice to be directed to the MICE executive for Mediterranean destinations.
While the versatility of each executive to cross-sell products is a big advantage, the company’s rate of growth would be more sustainable in the long run with specialists for each product type.