Travel and entertainment costs rank as corporate America’s second largest controllable expense (after payroll). Short’s Travel Management’s goal is to implement a cost-management program that will drive significant savings to each client’s bottom line.
Our Account Managers are trained to provide leadership and stewardship of the cost management programs implemented for each corporate client.
Account management is multifaceted and effective account management is a continual and sustained progression. As your business partner, the Short’s Travel Account Manager will continually review and analyze your travel program in the following five areas:
- Operations
- Procurement
- Technological Application
- Fulfillment
- Delivery
Each client will have a designated Account Manager who will be the principle contact for maximum application of all Short’s Travel Management resources. The Account Manager is empowered to do what it takes to ensure that each client has a successful travel management program. The Account Manager also serves as the liaison between the client travel team and our senior management and operations.
Business Plans / Managing by Objective
In the travel industry, the ongoing travel program activities that happen after the sale are what ensure that the customers receive maximum value for their investment. Your Account Manager is responsible for you to receive exemplary service and for proactively guiding your travel manager in implementing programs that bring value to your company.
In addition to personal attention, a detailed business plan developed between you and your designated Account Manager will help establish clear, achievable goals for Short’s Travel and ensure that we are exceeding your expectations. Every successful consultative account management relationship includes a mutually agreed upon business plan. A custom business plan will be created annually and reviewed and updated quarterly to ensure that as your needs change, our travel management objectives keep pace. The business plan will include the following information:
- Mission or vision statement for your company’s travel management program
- Description of the existing status of your travel management program
- Specific objectives for your travel management program
- plan for fulfilling each of the objectives, including a time line for fulfillment
- Quantitative measurements to clearly communicate accomplishments
Writing a business plan ensures your travel program requirements and Short’s Travel Management’s information requirements are met. It focuses account management activities throughout the year on goals and objectives that are critical to you. Annual business plan development and regular reviews ensure that your goals are our goals.
Accountability
To ensure that your Account Manager meets the travel management objectives customized specifically for you, Short’s Travel senior management will review your business plan quarterly. Your Account Manager’s performance appraisals (as well as bonuses and raises) depend heavily upon fulfillment of your specific business plan initiatives. This practice ties your travel management objectives to your Account Manager’s professional performance objectives.
Quarterly reviews are conducted to present data, ensure timely progress on fulfilling business plan objectives and update the business plan as required based on Short’s Travel Management’s consultative approach to the review process. The quarterly performance assessment includes establishing action goals for the following quarter.
Responsibilities
Your Account Manager will provide proactive consultation and demonstrate ideas, processes, technology and knowledge designed to create value in your travel program. To meet these objectives, your Account Manager will complete the following tasks:
- Create and implement a plan to consolidate Client’s travel program
- Formulate a detailed business plan that outlines our mutual objectives and program initiatives (annually with quarterly updates) and ensures fulfillment of the plan
- Maintain frequent contact with your travelers, travel arrangers and travel management
- Oversee preparation and timely delivery of management information reports
- Provide regular account reviews with Client’s and Short’s Travel Management’s management teams to ensure business plan objectives are met (quarterly and annually)
- Conduct orientations and training for travelers and travel arrangers
- Help develop and refine travel policy
- Coordinate travel consultant training
- Inform you of the latest in travel management technology
- Evaluate systems of potential benefit for Client
- Provide consulting services on industry trends and improved operations
- Negotiate customer-specific discounts that comply with policies
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