The needs of the business traveler

Interviewer:

What do business travelers look for most in a travel company?

Carlos Lozano:

Mainly it’s speed and efficiency, no fuss, not to have to worry about the arrangements. They want to be able to say ‘we want this’, and we do it. Ordinary tourists, maybe they want to spend time talking about the different possibilities – it’s part of the fun for them, but not business travelers. They want to be able to book last minute, and 24 hours a day- - and to make changes at the last minute – and things like express check-in and use of a business lounge at airports. They also want a personal touch. We allocate an account manager to each of our clients and they all have a client history at their fingertips, things like preferences on window or aisle seats, type of hotel room, meal options. We like to know our clients.

Interviewer:

Yes, that must be important.

Carlos Lozano:

Yes, and it means we can arrange everything for them – flights, transfers, hotel, car hire, meeting rooms.

Interviewer:

So, it’s a kind of package.

Carlos Lozano:

Not really a package, more of a menu – ‘this is what we can offer – which services do you want us to arrange for you.’

Interviewer:

As far as hotel requirements go, what do business travelers tend to look for?

Carlos Lozano:

Assuming the basics of comfort, cleanliness, fast internet access, and so on, the number one is location – centre of town near to the airport both of those if possible.

Interviewer:

Business travel has an image of luxury high costs, high expense accounts and so on. Is that true?

Carlos Lozano:

Certainly not. Businesses these days are looking for value for money. Of course, compared to regular tourists, they still tend to use higher quality accommodation and upgraded travel, particularly when entertaining important clients. For us it’s a bit of balancing act – providing excellent quality and service, but not charging too much. But we find ways to go the extra mile.

Interviewer:

‘Go the extra mile?’ What do you mean by that?

Carlos Lozano:

Giving a little bit extra that will make them appreciate us and justify why they should use us rather than book direct over the Internet. For example, I’ve already mentioned the personal touch, but we also offer support services such as info packs on the place they’re going to – simple fact sheets with practicalities of time difference, climate, transport services, visa and health requirements, and so on. Also, we produce a mini ‘Culture Guide’, covering basics of social etiquette and doing business with different cultures. It’s proved very popular.

Interviewer:

That’s very interesting. Thanks for talking to us, Carlos.

Carlos Lozano:

You’re welcome.

(Robin Walker & Keith Harding Tourism 2 Unit 11)

Interviewer:

Margaret, can you tell us a little bit about yourself? I know you travel quite a lot in your job. Can you tell us about some of the business trips you go on?

Margaret:

Certainly. As Marketing Director, most of my travel is abroad as I’m working with agents, mainly in Europe, but also in Japan and Brazil. Many of the trips are exhibitions and conferences, but also sometimes I’ll go off my own bat to visit agents or contacts that we have already made or are hoping to establish.

Interviewer:

How do you usually arrange these trips

Margaret:

If it’s a trade fair or exhibition then it will often come as a package, so the hotel, the stand, and the flight will all come together, but if I'm going on my own, then I would usually get my secretary to organize the flight and a hotel in a good location.

Interviewer:

Interesting. What type of accommodation do you stay in normally and what special features do you look for in a hotel?

Margaret:

I tend to look for a hotel close to the trade fair or centrally located if I’m having several meetings in the centre or outside the city. Basically, when I’m abroad I still need access to a fax and my own phone, but other than that it would be the normal en suite room, sports centre if possible, depending on how long I’m going abroad for.

Interviewer:

Do you need special secretarial services while you’re abroad?

Margaret:

Sometimes, but mainly I can get by with hand-written faxes. Occasionally, if several letters have to be sent, I’ll obviously make use of the secretary in the hotel.

Interviewer:

Because a lot of hotels nowadays do have Business Centres. Have you found those useful?

Margaret:

Definitely. Especially if you’re on long-haul trip or travelling around for two or three weeks, and you’ve got to report back to the office.

Interviewer:

Are there any special facilities that you look for as a businesswoman?

Margaret:

Well, number one has got to be the location. You want to be in a good part of the town, preferably easy to get taxis, or near a metro station. For security reasons I would always ask for a room near the lift and on one of the lower floors. I don’t like spending a lot of time in a lift on my own or walking along long corridors, even when I’m in a city that’s safe.

Interviewer:

Do you find that hotels treat you differently because you’re a woman?

Margaret:

Often they presume that you're just staying there while your husband is at meetings, which is very presumptuous of them to begin with. But sometimes I don’t think you get such good rooms as the businessmen although you pay exactly the same rare.

Interviewer:

Really? Now, I know you've visited many different countries, not just in Europe but also in Japan and South America. Have you been aware of different business customs and practices?

Margaret:

Well, certainly before travelling to another country, 1 always try to read up a little bit about how business is conducted there. For example, in Japan the-giving and receiving of business cards is much more elaborate than it is here in Europe. Similarly, when you go to visit a Japanese office, the first thing they often ask you to do especially in the smaller offices - is to take your shoes off and put on some slippers, at which point you’re usually given a glass of green tea. I found that Japanese businessmen and women do make you feel very welcome, much more so than in some of the busier European offices, where you can be left waiting for your business appointment to turn up.

Interviewer:

Right. That’s all very interesting. Thank you very much indeed, Margaret.