Presentation is loading. Please wait.

Presentation is loading. Please wait.

Protravel International, 515 Madison Ave, New York, NY 10022 Spectrum Health.

Similar presentations


Presentation on theme: "Protravel International, 515 Madison Ave, New York, NY 10022 Spectrum Health."— Presentation transcript:

1 Protravel International, 515 Madison Ave, New York, NY Spectrum Health

2 Protravel International, 515 Madison Ave, New York, NY Overview Top 10 agencies in U.S. Full Service London Office Protravel Online Booking System $550+ million in annual sales 650+ employees 22 locations in US and London

3 Protravel International, 515 Madison Ave, New York, NY Offices in 22 key locations

4 Protravel International, 515 Madison Ave, New York, NY Our Mission Service Cost Containment Information Systems Technology Relationship Management

5 Protravel International, 515 Madison Ave, New York, NY The Value Cycle RELATIONSHIPS SERVICE SAVINGS INFORMATION TECHNOLOGY VALUE

6 Protravel International, 515 Madison Ave, New York, NY Describe who the key owners of the account will be, their roles and responsibilities. National Account Manager – Christie Roels –Liaise between Protravel and Spectrum Health –Monitor Travel Policy –Monitor Dedicated Travel Department –Report Analysis –Quality Management –Monitor Client Feedback –Crisis Management –Initiate quarterly account meetings –Advise on vendor contracts –Industry Benchmarking Dedicated Team of Agents –Reservations –Ticketing –Choice / Responsiveness –Accurate and Timely Information –Direct Telephone lines incl. toll free lines –Dedicated –24/7 access, over 75 countries

7 Protravel International, 515 Madison Ave, New York, NY Describe your reservation methodology options for Spectrum Health (phone, , web). Telephone –Call the agent directly on direct inward dial lines and make the booking over the phone while you are on the line. Once confirmed to you over the phone an confirmation will be forwarded to you and we will await further instructions from you. – your request directly to your dedicated account executive and the reservation will be made and a confirmation will be ed back to you. We will await further instructions from you. Online over the internet –Make your reservation online via our internet-based booking system. Completed reservations are queued to your dedicated account executives for QC and ticketing.

8 Protravel International, 515 Madison Ave, New York, NY Describe your preferred supplier relationships with respect to airlines, hotels and rental cars. Airlines –Supported by all top airline sales support desks –Number one agency for many airlines –Relationships at highest levels –Back Door access to many airlines –Senior Management sit on many airline advisory boards Hotels –ABC Corporate Rate Program – 25,000+ hotels (15% - 35% discount) –Top Producer worldwide for VIRTUOSO –Protravels Preferred Program – At least 5 hotels in most major cities where we have preferred rates –Client specific negotiated rates –Senior Management sit on advisory boards of Leading Hotels, Preferred Hotels, Four Seasons, Ritz Carlton –Preferred Partner – Four Seasons –Member of Ritz Carlton STARs program Rental Car Companies –Hold preferred rates with most major car rental companies –Client specific negotiated rates –Top Producer in U.S. Hertz and Avis among independent agencies

9 Protravel International, 515 Madison Ave, New York, NY Describe all quality control functions you perform quantitatively, including lowest logical fare, preferred hotel offering, primary rental car offering, etc. Manual –Check for client specific rates –Bargain Finder Program –Web Fares –Protravel Rate Desk Automated –180+ programmable fields to check for Low Fare Check Seat Assignment Waitlist Clearance Frequent Flyer Number Continuity Errors Etc –Travel Policy Compliance –Check for Data Integrity Exception Report –All exceptions placed into monthly management reports and sent to client

10 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES Client-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY Reservation Process Manual QC

11 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES Client-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY Reservation Process Manual QC

12 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES Client-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY Reservation Process Automated QC

13 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES Client-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY FAIL Reservation Process Automated QC

14 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES Client-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY FAIL Reservation Process Automated QC

15 Protravel International, 515 Madison Ave, New York, NY SABRE TM BARGAIN FINDER PLUS WEB FARES C;ient-Specific Negotiated Rates Spectrum Health QCX POLICY COMPLIANCE LOW FARE CHECK T EXCEPTION REPORT INTERNATIONAL RATE DESK TICKETING DATA QUALITY Reservation Process

16 Protravel International, 515 Madison Ave, New York, NY Quality Control Continued Post Ticketing –All confirmations and travel documents delivered or ed to traveler 24/7 Emergency Coverage –Ongoing issues handled by our emergency desk 24/7/365 Post Trip –All information pertaining to trip sent to traveler on invoice –All information pertaining to trip sent to Finance Department in Management Reports –Refunds

17 Protravel International, 515 Madison Ave, New York, NY Describe how you handle flight changes/cancellations including the communications process and rescheduling of other reservations. Changes –During business hours travelers should call their agent directly on a toll free number to make the change. Changes are made on the fly and new information is given to the traveler over the phone and then followed up with a confirmation . –If time permits, or the traveler prefers, all of the above can be accomplished by . –Outside of business hours, all calls are queued to our 24/7 emergency reservation agents and they take care of everything.

18 Protravel International, 515 Madison Ave, New York, NY Standards relating to Resolving Service Issues When it comes to resolving service issues for the client there is only one acceptable standard – the client must be 100% satisfied with the resolution. Agents –Agents are empowered to manage client expectations and to resolve issues to the best of their ability. They are trained to pass it on when necessary to their National Account Manager National Account Manager –Empowered to resolve most travel-related or client-related issues. Chief Operating Officer –Unresolved issues are past on to the COO President –Unresolved issues are past on to the President

19 Protravel International, 515 Madison Ave, New York, NY Describe your 24 hour emergency services. Who staffs this operation? 24/7/365 Emergency Calls –After hours travelers can be assisted by calling our Emergency Reservation Center. –Toll free number available from U.S. –Toll free numbers in over 75 countries printed on your itinerary so you have nothing to remember. –Protravels Emergency Reservation Center is a computerized travel service center. –Provides professional service if you experience a problem while traveling, or need after-hours emergency assistance. –The toll free number you call is a dedicated line for Protravel International Service clients only. –Agents are dedicated to Protravel only. –Multilingual Assistance available. –Emergency calls are free of charge.

20 Protravel International, 515 Madison Ave, New York, NY Describe your process for managing frequent flyer upgrades such as NWBiz Perks and United PerksPlus. Upgrades –Wherever we are able we will readily assist with Frequent Flyer upgrades –FF upgrades are inventory controlled –FF upgrades are managed by the airlines –We can often waitlist inventory for FF upgrades –We can place records on upgrade queues depending on traveler status with the airline Gold – 24 hour upgrade Platinum – 72 hour upgrade Exec Platinum – 100 hourupgrade Etc –Credit card miles and/or frequent flyer miles can be cashed in for upgrades

21 Protravel International, 515 Madison Ave, New York, NY Will you guarantee lowest fare within company guidelines and refund any difference deemed to be the agencys fault? AIR – YES – We are so confident about this we will refund twice the difference if we are wrong –Lowest logical fare –Compare apples to apples –Lowest fare in market might not be applicable HOTELS –We recommend that you ask on check-in whether there is a lower rate available. –Hotel inventory is fluid and changes all the time. –Cancellations and no-shows impact rates at any given moment CARS –Always ask for a lower rate when you pick it up. They will often give a complementary upgrade.

22 Protravel International, 515 Madison Ave, New York, NY Describe your ability to provide custom and ad hoc reports Management Reports are customized based on client requests. Reports can be generated in multiple formats. Reports can be encrypted and accessed over the Internet.

23 Protravel International, 515 Madison Ave, New York, NY Unused Electronic Tickets DQB*ETU UNUSED ELECTRONIC TICKET21-NOV-05 REPORT LAST DISPLAYED ON18-NOV-05 DATE TO BE PURGED FROM REPORT30-NOV-05 PASSENGER NAMECFA CODE TICKET NUMBER ORIGINAL DATE OF ISSUE 001 DOE/JOHNDLB SEP SHEPHERD/TONYONP SEP VLITAS/PETERDEW SEP JACKESON/AJFJY SEP SOLANO/EDIEDEM SEP LaROSA/MICHELEHFD OCT FINK/TOVAHJJ OCT SMITH/ANDREWKPO OCT JOHNSON/CAROLEDW OCT PETERS/JONATHONVAA OCT LARKIN/RICHARDNMK OCT MORAN/CHRISTOPHERYUO OCT05 Unused ticket report is run monthly and forwarded electronically to agents Unused ticket details are attached to client profile to be applied for future trip Agents pull out client details

24 Protravel International, 515 Madison Ave, New York, NY Describe your ability to provide accurate data based on organizational hierarchy (cost center, employee ID, etc) Cross Fire –A highly sophisticated post-ticketing program allowing us to generate detailed travel management reports. Cross Check –A highly sophisticated pre-ticketing program allowing us to generate detailed travel management reports. Global Matrix –There are three distinct components: »A financial / accounting component »A relational database component »A report generator component Online Reporting –With a unique user name and password clients can access basic reports online

25 Protravel International, 515 Madison Ave, New York, NY Fee Structure Domestic Agent Assist Reservation –$30 International Agent Assist Reservation –$45 Online Reservation –$15 Voided Tickets –No Charge Emergency After-Hours Service –No Charge VIP Emergency After-Hours Service –$50 per incident (Those clients identified to us as VIP travelers will receive a unique telephone number different to the regular emergency hotline.) Hotel Reservation –No Charge Rental Car Reservation –No Charge

26 Protravel International, 515 Madison Ave, New York, NY Web Bookings Book Online For Lower Transaction Fees

27 Protravel International, 515 Madison Ave, New York, NY Web Bookings Book Online Automatic or Agent Fulfillment Quality Control Report Generation The Reservation Process

28 Protravel International, 515 Madison Ave, New York, NY Implementation Implementation Staff –Protravel responsibility –Spectrum Health responsibility Implementation Schedule –Profiles –Online System –Welcome Letter –etc Implementation Costs –All costs absorbed by Protravel Implementation Time Frame –Depending on how the account is to be rolled out

29 Protravel International, 515 Madison Ave, New York, NY Post Implementation Agent Review –All agents are monitored by supervisors to ensure that they have a firm understanding of all elements of the travel policy. –Agent productivity in regards, telephone calls, errors, complaints, speed and volume of reservations booked and ticketed are all closely studied to ensure superior performance levels. –Performance is monitored, not in a punitive manner, but in an effort to encourage the agents to perform at high levels. Technology Review –This is done to ensure all of Protravels automated quality control procedures are functioning correctly. –All equipment and software is monitored to ensure no downtime in the travel service. MIS Review –This is carried out in an effort to ensure that all data management is carried out in an efficient and effective manner. –It also allows for on-going customization of all travel management reports. Performance Review Meetings –Quarterly performance review meetings are proposed to protect the integrity of the overall travel management program.

30 Protravel International, 515 Madison Ave, New York, NY Thank You


Download ppt "Protravel International, 515 Madison Ave, New York, NY 10022 Spectrum Health."

Similar presentations


Ads by Google