“Are you looking for a new career?”
I cannot count the number of times I’ve been asked that question since March. COVID-19 has certainly turned the travel industry (as well as many others) upside down. We’ve seen it come to a halt, and only now crawl back to a slower-than-hoped-for restart. Many colleagues have lost their jobs and are waiting for things to turn around. However, the turnaround time isn’t clear and the outlook seems to change frequently.
So what do we do until then? We continue to do what we’ve always done, which is look out for our organizations and employees’ best interest.
As many of us did in the beginning, I searched for answers on how best to get our travelers back on the road. Our travelers were uncertain about whether they wanted to travel, and leadership was faced with balancing that with the reality of business needs. I spent hours on webinars, participated in the TAMS (Travel & Meetings Society) project on what safe return to travel might look like, and talked to many colleagues about how they were approaching future travel. I spoke with our hotel partners, many of which we found closed or operating with reduced staff or at lower capacity levels.
Some days felt like information overload, with no real answers. When all else failed, I looked to my magic eight ball for advice and came up with “Cannot predict now.” How appropriate. Add to this, we lost an industry association, and the other is struggling to regain the confidence of the industry they support. Other than common sense approaches, there didn’t seem to be a clear path.
What was apparent was that travel wasn’t going to start up any time soon. Faced with keeping a team busy, our agents assisted other departments inundated with COVID-related work (call center, HR, etc.). I mean, who better to deliver exceptional customer service on the phone than my agents! This was also an opportunity for my group to step up and do what they do best – find solutions and review our processes. However, like most of you, we did it with a reduced staff. We prioritized what we wanted to do and got to work.
Traveler safety has become a top priority while still keeping the business in mind. We have laid out rules for essential travel, issued a Pandemic Travel Policy, and put temporary air, car, and hotel vendor restrictions in place.
We are encouraging the use of our booking tool to free up agent time but require an agent to approve the reservation before ticketing. Weekly upcoming travel reports have been scheduled for executive leadership, as well as risk and safety teams. Weekly calls with key executives to discuss the on-the-road environment were scheduled (and are still being held). Most important, we had – and continue to have – a seat at the table during a critical time.
Like many other events the travel industry has weathered in the past, COVID-19 will change how we, as travel professionals, run our programs. I had hoped I would never again say the words “do more with less” However, it seems this will be the new operating model for the foreseeable future.
We will rely on technology to help streamline processes, eliminate more manual work, help control budgets, replace some in-person meetings, and serve as a replacement for displaced agents, while still balancing this new reality with the needs of our travelers.
Communication is essential right now. We continue to look for ways to help increase traveler confidence. Staying in touch with preferred partners is critical, especially those your travelers are currently using. Staying on top of cleaning and safety protocols is important, but your travelers and program partners are your eyes and ears. Share what you learn, encourage your travelers to share their experiences, and ask your supplier partners to share their news.
Traveler confidence takes more to rebuild than just data and processes. As a travel manager, you have to understand their fears and allay their concerns.
One thing we can be proud of as an industry is the way we respond and come together. Our trade publications, suppliers and consultants have hosted a record number of webinars. Another group – TAMS – has formed to provide personal and professional growth opportunities, and GBTA is moving in the right direction. I’ve attended two virtual (live) conferences, which felt almost as good as seeing everyone in person.
Today, however, I sit here looking out my home office window, longing for the day I can share a meal and a beverage while attending an in-person conference. I know it will happen because if nothing else, we are a resilient bunch. Stay well!
