scope of the travel manager… what suppliers need to …€¦ · scope of the travel manager…...
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SCOPE OF THE TRAVEL MANAGER…WHAT SUPPLIERS NEED TO KNOWCINDY SHUMATE
TRAVEL MANAGER & INDUSTRY CONSULTANT
Upstate New York BTA
October 17, 2019
CINDY’S TRAVEL MANAGEMENT JOURNEYDIFFERENT MARKET SEGMENTS… SIMILAR TRAVEL PROGRAM NEEDS
© Cynthia Shumate LLC 2019
WHY MANAGE CORPORATE TRAVEL?
Risk
Service
Cost
Compliance
Reporting
© Cynthia Shumate LLC 2019
GLOBAL TRAVEL SPEND IS HEADED UP!
Source: GBTA 2018
STANDARD TRAVEL PROGRAM ELEMENTSWHAT A TRAVEL MANAGER DEALS WITH ON A DAILY BASIS…
Travel Program
Suppliers
Air/Hotel
Ground
Parking/Tech…
Policy
Technologyy
Communications Training
Reporting
Integrations -Expense
RiskSafety
Service
Savings
Satisfaction
© Cynthia Shumate LLC 2019
TRAVEL BOOKING MIRRORS TRAVEL PROGRAM
• TMC/Online
• Supplier Contract
• Technologies
• Charge card
• Travel risk monitoring
• Supplier support
• Policy
• Exceptions
• Communication
• Expense tool
• Monthly/Qtrlyreporting
4
Reporting
1
Approval
2
Booking
3
Traveling
© Cynthia Shumate LLC 2019
SIMPLEST POLICY… SIMPLEST GUIDANCE
1. Use company-preferred travel agency and/or online booking tool.a. Should be inclusive of all best fares, plus provides invaluable support for travelers.
2. Use company-preferred suppliers.a. Should fit travelers’ needs, be fully vetted, and offer consistent/competitive pricing.
3. Use company-preferred charge card.a. Easy for travelers, provides efficiencies with Expense tool, as well as valuable reporting.
4. Submit expenses on time.a. Ability to report and be accountable is critical.
Love –
Your CEOThe rest is just procedure and how-to’s…
© Cynthia Shumate LLC 2019
WHO IS THE TRAVEL MANAGER?… WONDERING WHY IT’S HARD TO GET AN APPT?
Sometimes 1 person performing all roles
Sometimes shared amongst departments
Many hats – on/off
Does this person really exist?
Travel ManagerCalm-Cool-Collected
Customer ServiceFriendly
Empathetic
CommunicationsDynamic - Timely
Supplier NegotiatorTough but Fair
Technology Guru
CapableInformed
TrainingClear
Complete
Data ExpertAnalytical
© Cynthia Shumate LLC 2019
MANAGING UP, SIDEWAYS AND DOWN
WHO NEEDS WHAT…
Senior Management – Reporting, Policy Compliance
Dept Heads/Admins – Policy/Process training, Cost Control
Travelers – Ease of use, Support when needed, Flexibility
Senior Management
Dept Heads
Admins
Travelers
© Cynthia Shumate LLC 2019
WHERE TRAVEL FITS IN
REPORTING SOURCESMEASURE… MANAGE… MAKE DECISIONS
TMC – booked but not flown/used
CARD – shows only purchases on card
SUPPLIER – shows only travelers/activity attached to corp accounts, could be many
others
3rd PARTY DATA CONSOLIDATORS – comprehensive scope depends on accuracy of
implementation
EXPENSE TOOL – shows all card, AND cash (travelers always want to be reimbursed!)
BENCHMARKING – helps validate data, negotiation offers© Cynthia Shumate LLC 2019
COMPLEXITY OF AN INTEGRATED END-TO-END TRAVEL/MEETINGS PROGRAM
IT’S ABOUT A CENTRALIZED DATA FUNNEL - INTEGRATED TECHNOLOGIES!
All of this requires
communication/training
to users!
SUPPLIER ENTRY
HOW’S YOUR RELATIONSHIP DOING?Is your contract being used by all travelers? Or only by certain departments? What % of
total travel spend does this represent?
Do you know if there is a centralized TMC for the company?
Have the contractual discounts been loaded in to a GDS system?
Has the company provided user trainings? Or distributed communications to inform travelers
how and where to book to access discounts? Over the phone with TMC counselors? Using
an online booking tool connected to TMC? Direct on supplier sites? Or, is the message
“you’re on your own……….?”
Are you providing monthly reporting? Are the numbers growing?
Are you talking to the right person? Does the company support an end-to-end travel
concept?
© Cynthia Shumate LLC 2019
ARE YOU RELEVANT?QUESTIONS SUPPLIERS CAN ASK THEIR TRAVEL MANAGERS…
© Cynthia Shumate LLC 2019
Do you have Program goals that align with overall Company goals? Can you
explain those to me?
How can I help you?
What do you need?
What’s most important?
I’m here for the long term!
