CEO Insights Magazine

The MICE industry in Malaysia has been rapidly growing and gaining significant attention from various sectors. The country's strategic location, excellent infrastructure, and diverse cultural heritage make it an ideal destination for MICE tourism. Leading the charge in the MICE industry in Malaysia is Yes Travel & Holidays, a well-known travel agency that has been providing exceptional services for over a decade. As the Chief Executive Officer of Yes Travel & Holidays, Angela Mak has been instrumental in the company's growth and success. Under her leadership, Yes Travel & Holidays has become one of the leading MICE travel agencies in Malaysia, offering a range of services, including event planning, transportation, and accommodation.

Angela's vision for the company is to not only be the best in Malaysia but also to expand its reach to other countries in the region. Furthermore, with her guidance, Yes Travel & Holidays is poised to continue its growth and success in the years to come, further solidifying Malaysia's position as a top MICE destination.

Below is an excerpt of Angela Mak’s exclusive interaction with CEO Insights ASIA magazine.

How has your professional journey been so far? What is the motivation that fuels your daily routines?

After completing my studies in Travel and Tourism Management at the age of 18, I gained valuable experience working in the travel industry. Eventually, I discovered my passion for the MICE field, which focuses on providing specialized travel experiences for business-to-business clients. Furthermore, what motivates me the most is creating unforgettable customer experiences. One event that stands out in my memory was a cruise where we provided a platform for achievers from the insurance industry to have fun and dance. I was moved to tears when a couple approached me, thanking me for creating an opportunity for them to rekindle their love by dancing together for the first time in over 20 years. Such heartfelt moments continue to inspire me, and it's the reason why I continue to strive to create unforgettable experiences for my clients.

You possess about fifteen years of experience. How has your path to success been and what is your success mantra?

At our company, we believe in transparency and teamwork as our guiding principles. We strive to be transparent with our clients in all aspects of our business. In today's digital age, customers can easily access information about pricing and package details online. We take transparency a step further by disclosing our profit margins and management costs upfront. We avoid any hidden costs, and our clients appreciate this honesty, feeling a sense of security when working with us.

Going the extra mile is also a core value at our company. We don't just organize travel arrangements; we also create memorable events for our clients during their trips. For example, we recently organized a dinner event to celebrate a group of insurance achievers. Our in-house event team took care of everything from planning to execution, ensuring a seamless experience for our clients.

We also work closely with our clients, forming a team to ensure a successful outcome. By understanding our client's needs and preferences, we can design customized itineraries that cater to their demographics. We offer adventure, luxury, and free and easy options, ensuring a memorable experience for everyone. We believe that working collaboratively as a team with our clients is crucial in achieving our shared goals.

These are the principles that we live by at our company.

How would you define Yes Travel & Holidays as an organization and its current position in the market?

Yes Travel & Holidays has established itself as a reputable travel agency in the MICE market in Malaysia. While there are other well-known players in the industry, Yes Travel & Holidays has managed to build a strong reputation based on its commitment to transparency, going the extra mile, and working closely with clients as a team.

Tell us about your flagship offerings and what value additions customers can expect from your offerings.

Our team remains steadfast in our commitment to delivering outstanding service to our clients, and we are ever-prepared to surpass expectations to guarantee the success of their events. For instance, the recent acknowledgment from AIA, a wellknown insurance company, further demonstrates our dedication and commitment to our clients. We organized their trip to Bali in February for nearly 700 people, and it was a resounding success. The precision letter we received from them commended our team's efforts and highlighted our support and partnership in making the event a success. We prideourselves on being dependable and trustworthypartners to our clients, and we strive to exceed their expectations with every event we organize. At the end of the day, our client's satisfaction is our top priority, and we will continue to work tirelessly toachieve this.

Tell us about your leadership and governance approach. What are the guidelines you follow as a leader?

As a leader in my company, I prioritize support, understanding, and listening over dominance and hard instructions. I believe that leading with empathy and active listening fosters a positive and productive work environment. By encouraging open communication and valuing each team member's input, we can work together to achieve our goals and provide exceptional service to our clients. My leadership style is focused on empowering my team and creating a culture of collaboration and respect. I understand that when we work together and support each other, we can achieve great things.

What is the future destination you are heading towards?

At Yes Travel & Holidays, we have set a lofty goal of becoming the top mice travel agency in Malaysia and Asia. However, we don't just want to stop there. We want to explore new fields in the tourism industry, such as hospitality and special experience groups. One idea that I am particularly excited about is organizing James Bond-themed trips. We will have different batches with their unique T-shirts and embark on thrilling adventures, such as rappelling from location number one. This will be a fresh and exciting way to break the mold and create unforgettable experiences for our clients.

What specific advice would you offer for emerging leaders to help them navigate the challenges in the MICE industry and achieve success in their careers?

As a leader, it's important to establish honest and open communication with clients. This entails being transparent and authentic in expressing your intentions and activities, which can foster loyalty and trust. Responsiveness is also critical to demonstrate your dedication to resolving any problems or concerns that may arise. It is equally essential to take responsibility for your obligations and to be accountable for your actions. These principles can establish a favourable culture within your team and help build strong relationships with clients. By demonstrating these qualities, you can inspire your team and serve as a role model, establishing a foundation for a thriving and long-lasting business.

Angela Mak, Chief Executive Officer, Yes Travel & Holidays

Angela Mak is a seasoned travel industry professional with extensive experience in the field. She received IATA Training as part of her educational background and has been working with Yes Travel & Holidays since 2008. Her passion for creating unforgettable experiences and dedication to exceptional service has earned her a reputation as one of the most trusted and respected leaders in the industry.