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What makes the perfect travel consultant? Valerie Stevens, procurement manager for
ATS Euromaster, looks at the talents required and the right approach to different situations
It’s an often overlooked fact, but the most confirmation states that they stay regularly at the property,
important people in ensuring the successful and try to ensure they have the same room each time they
delivery of the travel management contract are stay – it makes life so much easier for them.
the business travel consultants. The BTC has to possess
in-depth product knowledge and be responsive, offering Type C: regularly changes bookings at the last minute
alternative fare types and cost savings, providing and seldom notifies the TMC (travel policy mandated).
commentary on venues and destinations. Approach: professionalism and a streamlined process are
As a procurement manager responsible for a portfolio “Don’t enter into key factors here. Type C knows what they should be
that includes business travel, I acknowledge that the
that heated
doing but time constraints and prioritisation mean
demands made on the BTC are great and varied. Using a
few scenarios, I’d like to give some tips on how to deliver a
debate about
they often fall foul of the travel manager by
incurring unnecessary no-show charges. Ensure their
first-class customer service to different types of business
not being
confirmation has an out-of-hours service phone
travellers while remaining in policy – and meeting and
able to
number and make them aware of cancellation policies.
exceeding the expectations of the travel manager.
upgrade”
There will be the odd occasion when you can do
Business traveller type A: regular traveller, staying nothing right for the traveller. Please don’t
away from home a couple of times per week. Member of a take this personally – and don’t enter into
number of frequent traveller programmes, regularly checks that heated debate about not being able to
the internet for cheapest rates available before calling the upgrade a cabin or a room. Make a note of
TMC (travel policy mandated). their “grievance” and say you’ll get back
Approach: glean as much information from Type A as to them, then pick up the phone to the
possible. They’ve already done the leg work – all you need travel manager – it’s their job to reinforce
to do is confirm to them that what they’ve researched fits policy with the traveller.
in with their company travel policy. They’ll want to ensure Efficiency and accuracy in capturing
there is a benefit for them in undertaking a trip, so always booking information is key to delivering
check their frequent traveller details remain unchanged. all-important management information.
But to make you the ‘perfect consultant’
Type B: travels once per month, mostly to the same you must demonstrate product knowledge
locations and often on their own (no mandate). and the use of the technology
Approach: take the hassle away from Type B by under- at your fingertips to streamline
standing their requirements and encouraging them to give the booking process and make
you as much feedback as possible. Make sure their hotel the travellers feel valued. L52159
Valerie Stevens, procurement manager,
ATS Euromaster
ttgbusiness.com ❖ february/march 2009
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