Manager development programme for Corporate travel providers: from desk lead to account manager
The best desk executive is not always a good account manager. The move needs a bridge of skills, from handling clients to leading a team and a relationship.
Not sure what you need? Tell us about your business in six short steps and we will come to the first meeting prepared.
Share your requirementsWhy manager development programme matters in corporate travel providers
Corporate travel providers promote their fastest executive to account manager. The new manager is then expected to run client reviews, manage a team and sort out billing disputes, having never done any of those things. Some do well, and some retreat to the desk.
A programme sets out what the step needs: how to run a client review, how to coach a desk, how to handle a complaint and how to read the numbers. It gives a stretch period, such as running part of an account under a senior's eye. Imagine an executive who is good with systems and nervous in meetings. A programme finds that early and gives practice.
Account managers also negotiate with suppliers and handle money. They deal with airline and hotel contacts, agree service levels with clients and sometimes manage credit and billing queries. A programme should include commercial basics, so a good desk executive does not meet a supplier negotiation for the first time with a major client watching.
How to set it up
1. List what the role needs
Client reviews, team coaching, complaint handling, reading reports and negotiating with suppliers.
2. Select candidates on evidence
Look at desk results, feedback from clients and teammates, and interest in the role.
3. Give a stretch assignment
Part of one account for three months, with weekly time with a senior account manager.
4. Run short sessions
Two hour sessions on coaching, difficult conversations and client reviews. See leadership training.
5. Teach billing and credit basics
Cover how invoices, credit notes and payment follow-ups work in your firm, with real examples.
6. Practise a supplier conversation
Role-play a negotiation or a service failure with a supplier contact, with a senior giving feedback.
7. Review and decide
After three months, review with the candidate and decide on a move, more practice or a different path.
Check these first
Before changing anything, find out what is true today. Use your own records for a defined period and note gaps in the evidence. The review may take longer if records are incomplete or spread across teams.
- Ask your best executive whether they want to manage people, and what part of the role worries them.
- List the last three account managers promoted, how they fared in the first year and what help they received.
- Check who coaches new executives today, and whether that person has time set aside for it.
- See whether a candidate has ever run a client review, even a small one with a supervisor present.
- Whether candidates have handled a billing query from start to finish
GullyHR can do this with you. Read how we approach manager development programme in general, or share your requirements and we will tell you where to start.
Questions owners ask
No. Some prefer specialist roles and should have a grade that rewards expertise. Offer both paths so people do not take management only for pay.
Long enough to see a full client review cycle, such as three months. End it with a review and a clear decision.
A senior account manager or the head of operations, supported by short outside sessions. Give coaching time on their calendar or it will not happen.
Offer a senior specialist route with recognition and pay, so staying a doer is not seen as a lesser path.
Rehearse the conversation, list what the client values and agree who supports the manager. Practise before it happens.
We set up the interview and hiring process for corporate travel providers
Every business interviews, but few have a written process that works the same way for every role and every interviewer. GullyHR designs yours, from the role brief to the offer, trains your managers to run it, and can run it for you on the roles you hand us.