Travel Management Clinic
EXCEPTIONAL TRAVEL SERVICE:
NEW SERVICE STANDARDS, LINES OF RESPONSIBILITY AND PERFORMANCE MEASURES
Facilitator: Seah Choon Siang, Director of Human Resources, The Ritz-Carlton, Millenia Singapore
Wednesday 23 August 08.30 - 11.45
Cost is not the sole concern of corporate travel managers. Highly competitive environments demand top notch productivity of travelling company executives and they in turn seek positive business travel experiences. Beginning with the pre-trip phase and not ending until trip expenses have been sorted, the travel manager is charged with a growing list of service quality expectations, and they are not alone. Travel partners and suppliers share a common stake in delivering the traveller an exceptional level of service that is becoming more definable and measurable.
This three-hour workshop followed a format of presentations by the facilitator, discussion among participants and mini-projects all conducted in an informal setting designed to bring maximum educational value. The travel management clinic took a full view of what is needed to deliver exceptional service consistently through careful analysis and planning. The clinic:
• Defined the idea of exceptional business travel service by company, by culture and by situation.
• Identified components in the travel experience that are critical to the ROI of business travellers.
• Made an audit of the pre-requisite skills and assets to deliver great service.
• Made exceptional service quality an integral part of your strategic managed travel plan.
• Implemented the plan in the context of the diversity of the Asia-Pacific region.

Industry Roundtable Discussion
REVENUE MANAGEMENT vs. COST MANAGEMENT
Facilitator: Roger Pfund, Regional Director Sales Asia-Pacific, BCD Travel
Wednesday, 23 August, 13.45 - 14.45
The Industry Roundtable offered corporate travel product buyers/managers and suppliers time to discuss, in two separate groups, how airlines and hotels are employing models that optimise the yield potential of their product inventory. Many industry observers suggest that this is a logical consequence of markets exhibiting high demand for travel products and limited inventory. How are corporations? cost management objectives impacted by the growing prevalence of revenue or yield management programmes, and what is this doing to the customer/supplier relationship? The discussion concluded with the expression of collective views of buyers and suppliers, thereby brought a greater understanding of the different and sometimes opposing views; an essential starting point in arriving at resolution.
Compliments of
BCD Travel

Special Feature
TRAVELLING AGAINST THE TRAFFICKING OF HUMAN CARGO
Presenter: Tom Ehr, Executive Director, MTV Europe Foundation
Thursday, 24 August, 13.00 - 14.00
ACTE in association with MTV Europe Foundation advocates all efforts by the business travel industry to fight against the trafficking of women and children. This presentation proposed how you and your company can make a difference in collaborating with ACTE on this initiative
 

Live Media Interviews
ACTE's Live Media Interviews are powerful platforms where topical issues confronting the managed business travel practice were dissected by a panel of experts moderated by editors of respected media. These interviews invited the live audience to question the panel.
Compliments of
BCD Travel

TRAVELLERS REVIEW MANAGED TRAVEL PROGRAMMES
Thursday, 24 August 10.30 - 11.15
Business travellers spoke candidly about how a travel programme can be a boost to achieving a balance between their work and personal objectives, and when it can go all wrong. Delegates listened to what the business traveller has to recommend as the near-perfect fit travel programme and the responses of managed travel professionals.
Panel: Greg O Neil, Managing Director and Senior Vice President, Partner Networks and Asia-Pacific Region, BCD Travel.
Bijay Singh, Head of Marketing and Sales, Novartis
Moderator: N. Gunalan, Editor-in-Chief, TravelWeekly Asia

REALITY CHECK, TRAVEL POLICIES AND CONTAGIOUS DISEASES
Thursday, 24 August 16.15 - 17.00
In 2005 companies came to grips with the real scenario concerning a possible pandemic with the avian flu virus and how it relates to the travel activity and the traveller. This session explained how companies over the last twelve months have responded to the disease outbreak challenge, the adjustments and new initiatives that have been embedded into managed travel programmes and how this threat is being mitigated by collaboration in the industry.
Panel: Paul Chin, Regional Head Asia-Pacific Japan, Environmental, Health & Safety Division, Hewlett Packard (member, ACTE Airborne Contagion Containment Advisory Committee)
Richard Martin, Managing Director, IMA Asia
Moderator: Gary Bowerman, Editor, Shanghai Business Review

Solutions Showcase
ACTE's Solutions Showcase is a forum for developing technology for the global business travel community. This is your opportunity to see the latest in technology and business products and services. Find out which products allow you to optimize your travel spend, increase the value of your corporate travel data, and facilitate decision making.

Opening Times:
Wednesday: 10.30 - 12.00, 14.45 - 15.00 and 17.30 - 19.30
Thursday: 10.00 - 10.15 and 15.45 - 16.00

Participating Companies:

OPENING NIGHT RECEPTION
Wednesday 23 August 17.30 – 19.30
Delegates treated themselves to the delicious cocktails and canapés at the Opening Night Reception. This was an opportunity to socialize with industry colleagues and enjoy the networking.

Compliments of
Airplus