Travel Managers: Guide To Success And Client Satisfaction

A travel manager is responsible for ensuring a seamless travel experience for individuals and business travellers. They plan, coordinate, and oversee the travel activities of a company or group of clients, ensuring that travel needs, preferences, and budgets are met.

The role varies depending on the type and size of the organization but typically involves managing travel budgets, negotiating contracts, and resolving travel-related issues. Travel managers also handle administrative tasks, such as preparing and processing travel documents, and must stay updated on industry trends and travel regulations.

To be a good travel manager, one must possess a combination of skills and qualifications. This includes educational requirements such as a degree in a relevant field, industry knowledge, and proficiency in using travel software. Strong communication, negotiation, and interpersonal skills are essential, along with organizational abilities, analytical decision-making capabilities, and the capacity to adapt to changing situations.

A successful travel manager will effectively balance the expectations of travellers while managing the complexities of travel arrangements, providing a smooth and enjoyable experience for their clients.

Develop strong interpersonal skills

As a travel manager, you will be working with various internal stakeholders, including your colleagues, senior managers, and external parties such as vendors, suppliers, and clients. Strong interpersonal skills are essential to fostering meaningful relationships and ensuring the success of your role. Here are some tips to develop and enhance your interpersonal skills:

Effective Communication:

Excellent communication skills are crucial for building strong relationships with all parties involved. As a travel manager, you will need to convey information clearly, address concerns, and resolve conflicts. Approachability and ease of communication are key traits that will enhance customer satisfaction and foster a positive work environment.

Active Listening:

Developing active listening skills will help you understand the needs and preferences of your clients, suppliers, and colleagues. By asking the right questions and giving your full attention, you can gather the necessary information to make informed decisions and provide tailored solutions.

Relationship Building:

Travel managers need to establish and maintain strong relationships with suppliers, such as airlines, hotels, and tour operators. Building solid relationships will enable you to negotiate favorable contracts and rates for your clients, ensuring they receive the best value. Strong relationships with suppliers can also lead to exclusive deals and partnerships, giving your agency a competitive edge.

Conflict Resolution:

Conflicts and issues are inevitable in the travel industry. Strong interpersonal skills will enable you to effectively manage and resolve conflicts. This includes addressing concerns from clients, suppliers, or colleagues, and finding creative solutions that meet everyone's needs.

Empathy and Emotional Intelligence:

Empathy and emotional intelligence are crucial aspects of interpersonal skills. Understanding the feelings and perspectives of those around you will help you build stronger connections and respond to their needs more effectively. This is especially important when dealing with challenging situations or dissatisfied clients.

Collaboration and Teamwork:

Fostering a collaborative work environment is essential for the success of your team. Encourage open communication, provide support, and promote a culture of mutual respect. Strong interpersonal skills will enable you to effectively manage and motivate your team, creating a positive and productive atmosphere.

Adaptability:

The travel industry is dynamic and ever-changing. Strong interpersonal skills will help you adapt to different personalities and situations. This includes understanding the needs and preferences of diverse clients, suppliers, and colleagues, and adjusting your communication and interaction styles accordingly.

By focusing on developing these interpersonal skills, you will be well-equipped to excel in your role as a travel manager, effectively liaising with various stakeholders and providing a seamless travel experience for your clients.

Gain industry knowledge

As a travel manager, you must stay up-to-date with industry trends, tools, services, practices, and processes. This includes keeping abreast of the latest travel trends, understanding the unique features and attractions of different destinations, and being familiar with travel products such as flights, accommodations, and tours. You should also be knowledgeable about travel regulations, health advisories, and safety measures, as well as political, economic, and geographical landscapes.

To gain and maintain this knowledge, utilise sources such as The Institute of Travel Management, Buying Business Travel, The Business Travel Magazine, and GBTA. Additionally, consider enrolling in courses or certifications offered by well-established institutions in the field, such as The Travel Institute and the Global Business Travel Association (GBTA). These courses will provide valuable insights into travel business administration, travel scheduling, travel accounting, and international travel knowledge.

Staying informed about industry trends such as the rise of online travel agencies, the demand for sustainable tourism, and the integration of artificial intelligence in travel booking platforms is crucial. This awareness will enable you to adapt and offer relevant products and services that cater to the evolving needs and preferences of travellers.

Furthermore, gaining practical experience in the travel industry is highly beneficial. Starting as a travel agent or taking on leadership roles in organising group trips or managing travel itineraries can provide valuable hands-on experience and help you build relationships with suppliers and clients.

By continuously updating your knowledge and skills, you will be well-equipped to overcome challenges, improve the efficiency of your programmes, and enhance the safety and satisfaction of your travellers.

Hone negotiation and influence expertise

As a travel manager, you will be negotiating contracts and rates with travel suppliers, as well as enforcing travel policies and ensuring compliance with corporate guidelines. To be a good negotiator, you must first understand the needs and wants of your travellers. This will give you leverage when negotiating new travel supplier deals. For example, if travellers don't like a supplier's brand or experience, you may struggle to get compliance, no matter how good a deal you think you've negotiated.

It's also important to understand the data. Information gathered from travel and expense reporting systems will give suppliers the data they need to offer the best discount options. This includes frequently visited destinations, hotel spend and the number of travellers each year. This will allow suppliers to gauge travel volume and preferences. It's also important to have a clear picture of how your total costs are distributed so you can focus on more than just rates.

When it comes to building relationships with suppliers, it's best to establish fewer relationships with vendors rather than more. This allows you to focus your spend and reap greater rewards and benefits from those vendors. It also means you can build solid partnerships.

To be a good influencer, you must be a people person with excellent communication and interpersonal skills. This will make you approachable and easy to deal with. It's also important to stay up-to-date with industry trends so you can offer insights and recommendations to clients.

Make analytical decisions

Making analytical decisions is a critical aspect of being a successful travel manager. The ability to analyse data and information is essential for strategic decision-making in the fast-paced and ever-changing corporate travel environment. Travel managers need to be adept at mining data, identifying patterns, and using their analytical skills to optimise travel processes, innovate, and enhance the traveller's experience.

To make analytical decisions, travel managers should:

• Stay updated with industry trends and developments: Travel managers need to be well-informed about the latest travel trends, tools, services, practices, and processes. This includes keeping abreast of emerging technologies, sustainable travel options, and changing customer preferences. By staying ahead of the curve, travel managers can make more informed decisions and adapt their strategies accordingly.
• Utilise data and business intelligence: Travel managers have access to a wealth of data, from travel performance metrics to traveller feedback and industry reports. They should analyse this data to identify patterns, trends, and areas for improvement. For example, by collating and analysing data on travel expenses, travel managers can identify opportunities to reduce costs and improve efficiency.
• Implement analytical tools and technology: Travel managers can leverage various project management software, travel management software, and analytics systems to streamline their data analysis process. These tools help create detailed itineraries, maintain clear communication with travellers, and track expenses and budgets. By utilising these tools effectively, travel managers can make more informed and data-driven decisions.
• Consider external factors: When making analytical decisions, travel managers should consider the broader context, including political, economic, social, technological, legal, and environmental factors (as outlined in the PESTLE framework). For example, understanding the political landscape of a destination country can help identify potential risks and make informed decisions about traveller safety and security.
• Optimise travel processes: By regularly analysing and evaluating their travel processes, travel managers can identify inefficiencies and areas for improvement. This might include negotiating better deals with suppliers, improving compliance with travel policies, or streamlining the booking process. Over time, travel managers can optimise their operations to enhance the traveller's experience and achieve their objectives more effectively.
• Enhance decision-making skills: Analytical decision-making requires clear and critical thinking. Travel managers should develop their ability to identify key issues, evaluate options, and make timely and informed decisions. This includes weighing the potential risks and benefits of different choices and being prepared to adapt their strategies as new information arises.

Stay updated on travel trends

As a travel manager, staying updated on travel trends is essential for several reasons. Firstly, it ensures that you are offering relevant products and services that meet the changing needs and preferences of travellers. This may include incorporating sustainable travel options, leveraging emerging technologies, and staying informed about industry trends such as the rise of online travel agencies and the integration of artificial intelligence in travel booking platforms. Additionally, being aware of travel trends allows you to anticipate shifts in the market and adapt your strategies, ensuring that you remain competitive. Here are some strategies to help you stay updated:

Industry Publications and Websites

Subscribe to industry-leading publications such as Skift, which offers in-depth analysis and reports on emerging trends and destination guides. Lonely Planet is also a great resource, as they publish informative articles on travel trends and destination updates alongside their popular travel guides.

Travel Conferences and Trade Shows

Attend events like the ASTA Global Convention, organised by the American Society of Travel Advisors, which brings together travel professionals from around the world for networking and insights. ITB Berlin is another excellent opportunity, as it is one of the largest travel trade shows, offering connections with destination representatives, hoteliers, and tour operators.

Social Media and Online Communities

Join travel industry groups on LinkedIn to facilitate discussions and knowledge sharing. Follow thought leaders and influencers in the travel space for valuable insights. Utilise hashtags such as #travelindustry, #traveltrends, and #destinationupdates to stay informed about real-time conversations and news.

Destination-Specific Newsletters

Subscribe to newsletters from tourism boards and destination marketing organisations to receive updates on local attractions, events, and travel advisories.

Online Training and Webinars

Take advantage of online training courses and webinars offered by organisations like the Travel Institute and ASTA. These resources provide valuable insights into emerging trends, best practices, and destination-specific updates from suppliers such as airlines, hotels, and tour operators.

Travel Trade Publications

Stay informed by subscribing to travel trade publications such as Travel Agent Magazine, Travel Trade Daily, and Travel Trade Weekly. These publications feature interviews with industry experts, destination spotlights, and the latest industry news, product launches, and updates.

Continuous Learning

Pursue certifications and accreditations, such as Certified Travel Associate (CTA) or Certified Travel Counselor (CTC), to demonstrate your commitment to professional development. Online courses and workshops on topics like sustainable tourism, adventure travel, and cultural immersion will provide you with specialised knowledge to better serve your clients.

Host Agencies

Leverage your host agency's network and partnerships to gain exclusive updates on emerging travel trends, destination developments, and consumer preferences. This insider access will help you anticipate market shifts and adapt your strategies accordingly.

Frequently asked questions