11-18 TTGB awards 2/12/08 15:18 Page 14
14 awards
agentcategories
Manager of Account Manager
the Year of the Year
Winner: Faith Padmore,
Winner: Mark Pollard, Key Travel
Chambers Travel Management
Sponsored by Sponsored by
Shortlisted Shortlisted
Michael Crotty, The Co-operative Travel Sally Gibson, The Co-operative Travel
Helen Georgiou, FCm Travel Solutions Sue Reeves, FCm Travel Solutions
Peter Kirwan, FCm Travel Solutions Jean Towers, FCm Travel Solutions
Sejal Pitroda, Carlson Wagonlit Travel Marie Ware, Carlson Wagonlit Travel
Hayley Ward, Carlson Wagonlit Travel
What the judges said: they thought Faith’s entry was
What the judges said: Mark’s presentation was well- excellent. She gave many examples and showed
ordered and impressive. He comes across as a real evidence of how proactive she is, taking a consultative
professional, someone his team can really look up to, approach to the job. A highlight was how quickly she
adopting a structured approach to management and implemented the TNS account. Judges were impressed
taking the initiative to propose change when necessary. with how quickly Faith adapted to the business travel
The judges were particularly impressed by Mark’s idea of arena, coming from a leisure background.
bringing together the teams across the company, which
led to much clearer definition of roles. Why this entry was a winner: Faith joined Chambers
at the start of 2007 from a career in leisure travel and
Why this entry was a winner: Mark wanted to make quickly adjusted to the business travel industry. She
better use of the team’s resources, but he felt the relished the opportunity to work in a new role and her
significant change required was not part of Key Travel’s enthusiasm quickly became apparent.
corporate culture. He overcame this problem by bringing Chambers was tasked with transforming an onsite
together all parties – reservations, sales, training and travel booking service into a fully online process. Faith
finance – and encouraged open discussion of ideas on took the lead in ensuring the system met the client’s
how to improve service levels with existing resources. need and that users understood it, by holding several
This consultation resulted in Mark proposing a travel forums. An added challenge came when the client
customer services team. This would allow the reservations asked Chambers to bring forward the launch date.
team to focus on bookings instead of post-sales support, Chambers was able to meet this goal. Within two weeks
which took up 15-20% of a consultant’s day. of the onsite service being discontinued, all the
The customer services team was a success. It was able company’s 100+ travel bookers were successfully
to take 15-20% of the workload while using only 10% of using the new system.
operations staff, and service quality improved. For one client, Faith reduced the average ticket value
This example demonstrates Mark’s commitment to from £491 to £248. Another client has increased its
running an efficient team and providing high quality travel by 67% over the past six months, but Faith has
service. His innovative management has paid off: been able to increase its savings by up to 40% and
year-on-year revenue in September was up 30%. reduced its average ticket value by 28%.
ttgbusiness.com ❖ industry report 2008
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