"One of the main challenges for the travel manager is to build trust among travelers."
Abryl Orozco, the travel manager at Telefónica Movistar México, says that the challenges facing travel managers in the current circumstances, beyond logistics, technology and digitalization, have to do with the human side, with generating trust among travelers, with the motivation of the teams, with the motivation of the teams;The challenge is to build trust among travelers, to motivate teams and to strengthen communication links.
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"What is the situation of business travel in Mexico?
Last year there was a loss of more than $10 billion in corporate travel and $220 billion in meeting tourism, according to the Mexican Council of the Meetings Industry (Consejo Mexicano de la Industria de Reuniones). However, there is also encouraging data. According to a study by SAP Concur, seven out of ten professions are optimistic about resuming their travel when the new normal arrives. It is a reality that travel is essential and that face-to-face meetings create more meaningful bonds between colleagues and customers.
What are the five challenges you face in your job?
One of the main ones is building trust among employees. They need to feel that they have a support network in any situation. Another challenge is remote communication. We are all steeped in technology and virtual meetings. We are used to having people around. Not having this closeness is a challenge. It is also true that this technology has also facilitated many contacts and that is positive. It was very complicated to manage all the changes and cancellations that occurred in the early stages of the pandemic. It is important that suppliers remain flexible in this regard. Another very important issue is to keep the teams united and motivated. We must not lose the human side and establish communication links.
"How will the travel program evolve this year and next year?
The travel program is a living document that has to adapt to the situation. In our company, departments not directly related to travel, but now relevant, such as Human Resources, Health and Safety, Labor Relations, etc., have become involved. The flow of approvals has changed. It is now more necessary than ever to know who is traveling, why they are traveling, where they are traveling and how they are traveling. It is important to capture all these parameters in a document and to reflect well the protocols of action before, during and after the trip. There must be more two-way communication. The travelers' own experience is very valuable to enrich the program.
When do you think there will be a significant revival in the Mexican market?
The recovery is going to be slow but steady from the second half of the year. The vaccine is a very encouraging development. Next year I don't think we will reach pre-pandemic levels, but I think it will be a good year.
How are negotiations with suppliers working?
It is very important to have constant communication with them and to approach the negotiation from transparency. Travel is different and so are the needs. Currently, most of the rates have remained the same as they were in 2020. The issue is that the data is heavily skewed by travel parity. For the time being, we are counting on a vote of confidence that, at the time of recovery, both parties will be able to make a profit.