THE BASICS
Name: Paul Caine
Title: President
Company, city: On Location; New York City, New York
As a child, what did you want to be when you grew up? I wanted to be a dentist, and I started in dentistry school. I ended up switching schools and pursuing a career in media and sports.
Fun fact about yourself: I’m a musician! I also have another: I met my wife when we were 15, even though we went to the same preschool. When we met, she was taller than me. Today I’m 6’3”, and she’s the same height of 5’4” as when we met.
If you could go anywhere in the world tomorrow, where would you go and why? Tokyo is my favorite city in the world; it is the best example of everything, followed by Sydney, Australia.
A LITTLE BIT MORE
What two nonessential items would you want if you were on a deserted island?
My Fender Rose guitar and a great book
What person or experience most influenced your choice of career?
I had a great mentor in one of my college professors, and he remains a mentor today.
What is your favorite song, and/or who is your favorite musician/band?
I love all music, but if I have to narrow down my choices, Bruce Springsteen or Metallica. Favorite songs include “Free Bird” and the Allman Brothers’ “Jessica.”
If you had a time machine, would you travel to the future or back to the past? Why?
I’d choose the past so I can re-explore historical and personal past moments. I don’t know what the future holds, but I know what the past held. Although, if I was going to the future, it would be to the summer of 2028 for the Olympic and Paralympic Games in Los Angeles.
THE BUSINESS
How would you describe your leadership style?
I’m very direct but also calm and focused. I strive to be empathetic, and I like to listen.
What predictions do you have for the travel industry over the next year?
I think the trend that started post-COVID will continue of travelers wanting experiences over things. It’s going places to do something specific or attend a certain event. On Location works with more than 700 events per year all over the world, so we see this in practice.
What is your or your team’s proudest professional achievement?
At On Location, it’s the growth we’ve had in partners and the launch of our Elite product, which we first debuted at a Super Bowl and which changed the industry. A ticket is just permission to sit in a seat; the experience we create is how you feel surrounding the event.
What project are you currently working on?
With the World Cup just wrapping up, we’re well into planning for the LA28 Olympic Games. On Location is the only way people can guarantee access to sporting events right now until LA28’s next ticket drop, and we have great availability.
AS A TRAVELER
What’s the greatest lesson you’ve learned about customer service? Customer service is how people feel surrounding the entire experience, how things are handled and treated at every step of the way. Over deliver and anticipate.
What’s the first vacation you can remember taking? It was to Lake George when I was maybe 3 years old.
What are your travel pet peeves? Again, it comes back to customer service. If anyone of influence along my journey is not trying to make it as great as it can be, that can be an issue. How things are handled matters. We need to go beyond just the process and procedure we are taught to really think about how we’re handling unique experiences.
Share your favorite travel experience: With On Location, I’ve enjoyed countless amazing experiences, from two Olympics and six Super Bowls to numerous golf and tennis events. The Super Bowl is incomparable because the NFL understands its product, and On Location delivers an incredible experience the whole time, with all elements wrapped up in concierge service.
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