Franchise Chatter recently sat down with Karen Guerrette, a franchise owner with Expedia Cruises in Camillus, New York, for a quick Q&A about her journey to franchise ownership. With more than 20 years of experience in sales, marketing, and customer service, Karen brings a people-first mindset and a deep commitment to community to her role as a business owner. Known for building collaborative teams and delivering personalized travel experiences, she is passionate about helping clients plan meaningful vacations while leveraging the strength and resources of the globally recognized brand. Karen opened her Expedia Cruises brick-and-mortar retail location in March 2024.

Franchise Chatter (FC): Karen, thank you for joining us. Can you share a bit about your background before becoming a franchisee with Expedia Cruises?

Karen Guerrette (KG): Prior to Expedia Cruises, I spent more than 20 years with one company working across sales, marketing, and customer service. Throughout that time, I developed a strong appreciation for relationship-building, team leadership, and how the right systems and technology can support an exceptional customer experience. Eventually, I worked with a career coach to help me think through what I wanted the next chapter of my career to look like, which is how Expedia Cruises first came onto my radar.

I had never owned a business before, so it was important to me that many of my existing skills would translate into franchise ownership. From coaching and developing teams to working within structured systems and leveraging technology strategically, those strengths carried over naturally. While the travel industry itself was new to me, running a people-centered business felt familiar.

FC: What inspired you to become an Expedia Cruises franchisee?

KG: It all happened very quickly, which surprised even me. Less than two months passed between the first time I heard about the Expedia Cruises franchise opportunity and the moment I decided to invest. From the beginning, the phrase “Stronger.Together” resonated with me. I am naturally team-oriented and firmly believe that shared success is built through collaboration.

Discovery Day solidified my decision. Meeting the franchise development team and seeing the support system firsthand gave me confidence. They were genuine, transparent, and focused on long-term franchisee success. Seeing that level of respect, care, and shared knowledge in action gave me the confidence that I would not be building this business alone.

FC: Why did you choose Camillus, New York, as the location for your franchise?

KG: Camillus felt like the right fit because it is a close-knit community where people value personal relationships and local businesses. There is strong demand for travel planning support, especially among customers who want guidance, reassurance, and a human connection when booking their trips. Opening our location in March 2024 allowed us to establish ourselves as a locally owned and operated business while leveraging the credibility and resources of the brand.

FC: What strategies have helped you build success in the early years of your operation?

KG: Everything starts with the team. We have built a group of around two dozen Vacation Consultants who proudly call themselves “Team Super Karen”. What makes our team unique is that most of them did not come from the travel industry. Out of the entire group, only a few had prior travel sales experience.

That meant I needed to lead with vulnerability and be very intentional about training and support. I focused on building a team with the right mindset rather than the right resume. We look for people who are professional, responsive, curious, and eager to learn. I pay close attention to how candidates interact with others during in-person visits, their comfort with technology, and how seriously they approach the role. For many, this is a second job, so professionalism and commitment are essential.

Once they are on board, my goal is to provide the right resources and structure so they feel confident working independently while still knowing they have support.

FC: What are some of the day-to-day challenges of franchise ownership, and how do you manage them?

KG: Franchise owners wear a lot of hats. On any given day, I might move from accounting and customer service to team support. You must be willing to pivot quickly and stay organized while your to-do list constantly changes.

For me, the key has been prioritization and delegation. Learning when to hand off responsibilities and trust others on the team allows me to focus where I am most needed. The system is designed to support that, but you have to fully embrace it. You build a team for a reason, so it is important to lean into their strengths and share responsibilities rather than trying to do everything yourself.

FC: What are you most proud of as a franchise owner so far?

KG: I am most proud of the customer experience we deliver. Every person who walks through our door feels important, and we hear that reflected back to us constantly. Clients often compliment our office for being clean, modern, welcoming, and easily accessible.

What really means the most to me, though, is when customers return from their trips and come back with photos, stories, or postcards. That ongoing connection tells me we are doing something right.

FC: How important is being local to your business model?

KG: Being local is everything. Customers value knowing they are working with someone in their own community who understands them. It is important to embed your business within your community by partnering with local charities or youth sports programs, not just to build visibility but to demonstrate that you are a trusted presence who genuinely invests in the people around you.

When you combine that local connection with the credibility and resources of Expedia Cruises, it creates a powerful advantage.

FC: What advice would you give to aspiring franchisees?

KG: Trust the system and invest in your team. The system was built for a reason, and when you commit to it entirely, it works. Surround yourself with the right people and do not be afraid to lean on them when needed.

For those interested in exploring how this brand-powered model works in practice, detailed franchise information for Expedia Cruises—including investment requirements and market availability, can be downloaded directly from the Expedia website