Caros Leitores,<\/p>\n
No \u00faltimo dia 27-09, a HRS promoveu o I\u00a0Corporate Travel Forum no Hotel Intercontinental de S\u00e3o Paulo. Foi um dia MUITO rico, com palestrantes \u00e0 vontade e trazendo novidades e diferentes vis\u00f5es. Parece que os profissionais do nosso setor est\u00e3o finalmente come\u00e7ando a se soltar e a se posicionar de forma mais clara, a meu ver a \u00fanica maneira de o desenvolvermos e encontrarmos solu\u00e7\u00f5es conjuntas para os entraves e dificuldades que nos afetam (e tamb\u00e9m est\u00e3o entendendo que uma discuss\u00e3o mais acalorada no \u00e2mbito profissional n\u00e3o significa uma indisposi\u00e7\u00e3o no \u00e2mbito pessoal das rela\u00e7\u00f5es).<\/p>\n
Como de praxe, compartilho abaixo o rascunho do que preparei para discutir com meus pares. Tive o prazer de debater com a Patricia Thomas, presidente da ALAGEV e o Paulo Salvador, Diretor de Distribui\u00e7\u00e3o da Intercity Hot\u00e9is, sendo a discuss\u00e3o mediada pela Suzanne Neufang (VP Americas da HRS).<\/p>\n
Uma novidade sensacional foi a transmiss\u00e3o ao vivo das discuss\u00f5es, que podemos resgatar neste link: www.facebook.com\/ctfsp2016. Nossa discuss\u00e3o come\u00e7a no\u00a001:05 (uma hora e cinco minutos da transmiss\u00e3o).<\/p>\n
Gostaria de comunicar que, a partir de hoje, postarei sempre a vers\u00e3o em Ingl\u00eas dos meus textos ao final da p\u00e1gina, para torn\u00e1-los acess\u00edveis tamb\u00e9m a pessoas\u00a0n\u00e3o-fluentes em Portugu\u00eas que se interessam em entender mais do mercado brasileiro de viagens corporativas (engra\u00e7ado que foi s\u00f3 eu ter a ideia, que umas 5 pessoas mandaram mensagens nos dias seguintes para tirar d\u00favidas do que tinham compreendido de alguns textos) \ud83d\ude42<\/strong><\/p>\n <\/p>\n Como funciona o Revenue Management das Cias. A\u00e9reas?<\/strong><\/p>\n Recebi o v\u00eddeo abaixo de uma Gestora de Viagens da \u00c1sia, que explica did\u00e1tica e ludicamente como as Cias. A\u00e9reas gerenciam sua ocupa\u00e7\u00e3o por voo, e consequentemente, os pre\u00e7os que nos cobram.\u00a0Compartilhe com seus chefes, colegas e todo o p\u00fablico viajante de sua empresa \ud83d\ude09<\/p>\n http:\/\/cnn.it\/2cL2XTn<\/p>\n <\/p>\n Voc\u00ea responde Pesquisas da \u00e1rea?<\/strong><\/p>\n Todos n\u00f3s temos rotinas massacrantes, reuni\u00f5es diversas e caixas de e-mail lotadas. Mas queria deixar aqui um apelo, especialmente para os colegas Travel Managers: RESPONDAM PESQUISAS. Sejam do ACTE, do GBTA, da ALAGEV, do TMG, da ABRACORP, de algum fornecedor… mas RESPONDAM<\/strong>.<\/p>\n A participa\u00e7\u00e3o de LATAM na amostragem das pesquisas globais \u00e9 \u00ednfima, n\u00e3o nos representa. Al\u00e9m disso, sem dados nosso mercado fica muito pobre e as solu\u00e7\u00f5es do jeito que precisamos, e novos caminhos, n\u00e3o podem ser desenvolvidos. Sem elas, o conhecimento fica emp\u00edrico e subjetivo demais para um setor que precisa se profissionalizar. E respondam com aten\u00e7\u00e3o e dedica\u00e7\u00e3o, para reproduzir ao m\u00e1ximo a realidade que nos cerca.<\/p>\n E aqueles que conduzem\u00a0a pesquisa, dividam conosco os resultados quando\u00a0assim\u00a0prometerem. N\u00e3o use apenas de isca para conseguir respostas, pois voc\u00ea ter\u00e1 sucesso em uma pesquisa, mas sem credibilidade n\u00e3o ter\u00e1 sucesso em mais nenhuma.<\/p>\n <\/p>\n Rascunho para o CTF<\/strong><\/em><\/p>\n O volume de viagens tem ca\u00eddo tanto em escala (n\u00famero de transa\u00e7\u00f5es) quanto em volume financeiro (comportamento de compra diferente). H\u00e1 um claro movimento de migra\u00e7\u00e3o de hospedagens, h\u00e1 alguns anos, de categorias superiores para as Standard. As Diretorias das empresas t\u00eam sido cobradas incansavelmente por efici\u00eancia administrativa (redu\u00e7\u00e3o de custos), e isso inclui dar o exemplo, especialmente nas empresas da nova economia e em tempos em que a Gest\u00e3o de Pessoas simplificou a rela\u00e7\u00e3o entre funcion\u00e1rios e diminuiu bastante as hierarquias e o glamour de uma posi\u00e7\u00e3o de Diretoria (l\u00edderes como Steve Jobs, Jorge Paulo Lemman, Angela Merkel e at\u00e9 o Papa Francisco pregando mais simplicidade e austeridade). Isto \u00e9 uma tend\u00eancia global nos programas de viagens, sem d\u00favida.<\/p>\n O Hotel landscape<\/em> no Brasil chega a ser desesperador para um gestor, al\u00e9m das diversas op\u00e7\u00f5es de distribui\u00e7\u00e3o que v\u00eam surgindo. A grande sacada da HRS \u00e9 oferecer ajuda para organizar este emaranhado de informa\u00e7\u00f5es para realizar uma gest\u00e3o mais focada e profissional da categoria de Hot\u00e9is, pois at\u00e9 ent\u00e3o gestores e TMCs focavam muito mais no A\u00e9reo, sendo que \u00e0s vezes a parte de Hot\u00e9is \u00e9 muito mais custosa para uma organiza\u00e7\u00e3o. Com budgets enxutos, n\u00e3o temos condi\u00e7\u00f5es de contratar consultorias pagando antecipadamente, e o comissionamento acaba sendo a \u00fanica maneira de remunerar a HRS pelo \u00e1rduo trabalho operacional que uma RFP requer, especialmente para empresas com opera\u00e7\u00f5es\/necessidades no interior do Brasil onde:<\/p>\n Tamb\u00e9m vejo com isso um avan\u00e7o enorme a digitaliza\u00e7\u00e3o das RFPs que a pr\u00f3pria HRS oferece, com recebimento de propostas, segundas rodadas e feedback em uma plataforma web, e n\u00e3o mais em planilhas Excel com 200 colunas e 500 linhas.<\/p>\n Creio que estamos em um mercado de fornecedores evoluindo para um mercado de compradores. O predom\u00ednio ainda \u00e9 de 70 a 30%, mas diria que nestes \u00faltimos 2 anos essa rela\u00e7\u00e3o era de 80% a 20%. N\u00e3o digo em n\u00famero de profissionais de cada lado ou de situa\u00e7\u00e3o econ\u00f4mica, mas sim de empoderamento. Compradores est\u00e3o se aperfei\u00e7oando, vendedores ainda t\u00eam o dom\u00ednio (especialmente as Cias. A\u00e9reas e as TMCs).<\/p>\n Reservas offline ainda s\u00e3o muito abaixo do potencial, pois n\u00e3o conseguimos ter ferramentas corporativas t\u00e3o boas quanto \u00e0s de pessoas f\u00edsicas…. talvez pela engrenagem dos fluxos de aprova\u00e7\u00e3o, das conex\u00f5es com GDSs e extranets? N\u00e3o h\u00e1 um consenso, mas acho estranho que seja assim. Creio que j\u00e1 tivemos evolu\u00e7\u00e3o como veremos na apresenta\u00e7\u00e3o da Gabriela da HSMAI, mas a maioria dos clientes aqui presentes tem um \u00edndice de A\u00e9reo Online de 80 a 90%, enquanto Hot\u00e9is n\u00e3o passam de 30% em geral…. mas isto tamb\u00e9m est\u00e1 atrelado ao faturamento, j\u00e1 que n\u00e3o se pode concluir reservas online nos OBTs sem um cart\u00e3o de cr\u00e9dito.<\/p>\n Falando nisto, embora os back-offices dos Hot\u00e9is (especialmente os de redes grandes e m\u00e9dias) estejam preparados para trabalhar com cart\u00f5es virtuais, muitas recep\u00e7\u00f5es n\u00e3o est\u00e3o \u2013 e para piorar, h\u00e1 um alto turnover – quando o recepcionista aprende a trabalhar com o produto, ele muda de \u00e1rea ou emprego. Ou seja, h\u00e1 cobran\u00e7as indevidas de extras nestes cart\u00f5es que dificultam a reconcilia\u00e7\u00e3o e impedem outras empresas mais conservadoras de adotarem o cart\u00e3o virtual para Hospedagem (sem falar nos prazos de pagamentos e na exig\u00eancia fiscal da c\u00f3pia da nota).<\/p>\n Os pre\u00e7os estiveram em queda recentemente por conta do desaquecimento econ\u00f4mico e aumento da concorr\u00eancia com hospedagens alternativas, incluindo estadia em casa de amigos e parentes no destino. Para 2017 prevejo um aumento m\u00e9dio de 5% das tarifas e 2018 de at\u00e9 10%, pois com a economia reaquecida \u00e9 prov\u00e1vel que os Hot\u00e9is queiram recuperar o saldo negativo dos \u00faltimos anos Dilma. Interessante ser\u00e1 observar o comportamento dos hot\u00e9is no Rio com o aumento de 30% na oferta de UHs ap\u00f3s a Olimp\u00edada, embora seja a cidade-vitrine do Pa\u00eds e receba constantemente eventos internacionais e delega\u00e7\u00f5es de diplomatas.<\/p>\n N\u00f3s Gestores temos que respirar fundo e n\u00e3o sair implantando todas as solu\u00e7\u00f5es que est\u00e3o surgindo no mercado sem avaliar se s\u00e3o conflitantes…. muita calma na avalia\u00e7\u00e3o da conex\u00e3o entre as solu\u00e7\u00f5es escolhidas, mas n\u00e3o podemos demorar muito para nos decidirmos \u2013 oportunidades est\u00e3o sendo perdidas enquanto isto. Repense sua estrat\u00e9gia… ser\u00e1 que um Diret\u00f3rio de Hot\u00e9is faz tanto sentido assim para algumas empresas, ou sen\u00e3o o Diret\u00f3rio todo, mas em algumas cidades? J\u00e1 fez um estudo profundo<\/strong> de utiliza\u00e7\u00e3o de tarifas-acordo Vs. Tarifas p\u00fablicas? Por que n\u00e3o focar nas 10 maiores cidades do programa? Tem tarifas m\u00e1ximas por destino carregadas no OBT, na TMC e bem divulgadas internamente? Restringe conte\u00fado com base nestas tarifas m\u00e1ximas e na dist\u00e2ncia dos pontos de interesse da empresa? Provavelmente s\u00e3o a\u00e7\u00f5es mais eficientes que negociar tarifas-acordo. Tamb\u00e9m est\u00e1 na hora de rever o modelo de RFP de TMCs, onde passa a ser imperativo colocar no Edital de Licita\u00e7\u00e3o e no Scorecard aquelas que aceitam trabalhar com as solu\u00e7\u00f5es que n\u00f3s clientes escolhemos, e n\u00e3o a que elas determinam como intermedi\u00e1rias. Pode ser crit\u00e9rio tanto de exclus\u00e3o quanto de desempate em uma concorr\u00eancia de ag\u00eancia de viagens.<\/p>\n <\/p>\n ENGLISH VERSION<\/strong><\/em><\/p>\n <\/p>\n Dear Readers,<\/p>\n On the last 27-09, HRS promoted the 1st Corporate Travel Forum at the Intercontinental Hotel in Sao Paulo. It was a VERY rich day, with speakers feeling free and bringing new and different views. It seems that professionals in our industry are finally beginning to relax\u00a0and to position more clearly, in my view the only way to develop our industry and find joint solutions to the obstacles and difficulties that affect us (and also understanding that a more heated discussion in the professional side does not mean an unwillingness on the personal level of relationships).<\/p>\n As usual, I will share with you\u00a0the draft of what I prepared to discuss with my peers. I was pleased to discuss with Patricia Thomas, president of ALAGEV and Paulo Salvador, Distribution Director of Intercity Hotels, mediated by Suzanne Neufang (VP Americas of HRS).<\/p>\n A sensational news\u00a0was the live broadcast of the discussion, we can rescue it in this link: www.facebook.com\/ctfsp2016. Our discussion begins at 01:05 (one hour and five minutes from the beginning).<\/p>\n I would also like to announce that, as of today, I will always post the English version of my texts, to make them also accessible to Portuguese non-speakers who are interested in understanding more of the Brazilian corporate travel market.<\/p>\n I received the video below from a Travel Manager based in Asia, which explains didactic and playfully as Airlines manage their occupancy per flight, and consequently the prices they charge us. Share it with your bosses, colleagues and all the traveling public of your company\u00a0\ud83d\ude09<\/p>\n http:\/\/cnn.it\/2cL2XTn<\/p>\n <\/p>\n Do you answer Surveys?<\/strong><\/p>\n We all have punishing\u00a0routines, various meetings and full e-mail boxes. But I wanted to leave here an appeal, especially to colleagues that are Travel Managers: RESPOND RESEARCHES. Be them from ACTE, GBTA, ALAGEV, TMG, ABRACORP, from a supplier, a new market player\u00a0… but RESPOND.<\/p>\n The participation of the LATAM sample in global researches is very small, it does not represent us. Moreover, no data about our market makes it very poor and new solutions and paths can not be developed. Without them, knowledge is too empirical and subjective to an industry that needs to professionalize. And respond with attention and dedication, to reproduce\u00a0the most of the reality that surrounds us.<\/p>\n And those conducting researches, please divide with us the results when you promise it. Do not use it just to get answers because you will succeed in a survey, but without credibility you will not succeed in any more.<\/p>\n <\/p>\n Draft for the CTF<\/strong><\/p>\n The corporate\u00a0travel consumption\u00a0has fallen both in scale (number of transactions) and financial volume (different buying behavior). There is a clear migration movement of lodging, since a few years ago, from top categories to\u00a0Standard and Medium ones. The Directors of the companies have been relentlessly charged for administrative efficiency (cost reduction), and this includes set an example, especially in the new economy companies and in times when People\u00a0Management has simplified the relationship between employees and decreased levels of hierarchy and the glamour of being in a Board position (leaders like Steve Jobs, Jorge Paulo Lemman, Angela Merkel and even the Pope preaching more simplicity and austerity). This is a global trend in travel programs, undeniably.<\/p>\n The hotel landscape in Brazil is to be desperate for a travel manager, in addition to several distribution options that are emerging. The large advantage\u00a0of HRS is to offer help to organize this tangle of information to make a more focused and professional management of the Hotels category, because until a few years\u00a0ago managers and TMCs were much more focused on the Air category, when\u00a0sometimes Hotels are much more costly to an organization. With lean budgets, we are unable to hire consulting firms paying in advance, and commissioning ends up being the only way to pay HRS for their hard work operating a RFP on our behalf, especially for companies with operations \/ needs in countryside\u00a0Brazil where:<\/p>\n -The “rate guy” does not work on weekends and during the week only from 09 to 17hrs; I believe we are in a market of suppliers evolving into a buyers market. The prevalence is still 70-30% nowadays, but I would say that in the last two years this ratio was 80% to 20%. I do not mean in number of professionals on each side or economic situation, but empowerment. Buyers are improving themselves, sellers still have the domain (especially Airlines and TMCs).<\/p>\n Offline reservations are still far below the potential, because we don’t\u00a0have corporate\u00a0tools as good as those for consumers\u00a0…. maybe the complex\u00a0approval flows, connections to GDSs and extranets make it harder? There is no consensus, but I find it strange to be so. I believe we have had progress as we shall see in the presentation of Gabriela of HSMAI during the Forum, but most customers here\u00a0present have an Air Online adoption between\u00a080-90%, while hotels are only 30% in general …. but this is also linked to the billing scenario, since an\u00a0OBT shouldn’t operate without a credit card.<\/p>\n Talking about\u00a0this, although the Hotels’ back-offices (especially the major and\u00a0medium chains) are prepared to work with virtual cards, many receptions are not – and to make it worse, there is a high turnover – when the receptionist learn to work with the product they move away to another sector or job. That is, there is undue extra charge on these cards that hinder reconciliation and prevent other more conservative companies adopting the virtual card for Hotels\u00a0(not to mention the payment terms and old\u00a0fiscal\u00a0requirement to have physical copy of the invoice).<\/p>\n Prices have been falling recently due to the economic slowdown and increasing competition with alternative accommodation, including stays at friends and family houses. For 2017 I predict an average increase of 5% in the hotel rates and in 2018 of up to 10%, because with the reheated economy is likely that the hotels want to recover the negative balance of recent Rousseff’s years. Interesting will be\u00a0to observe the behavior of the hotels in Rio with the 30% increase in the supply of apartments\u00a0after the Olympics, although it is the country’s showcase and constantly receive international events and diplomatic delegations.<\/p>\n We as Travel & MICE Managers have to take a deep breath and not go deploying all solutions that are emerging in the market without assessing if they are conflicting …. be calm in the evaluation of the connection between the chosen solutions, but we can not take too much time\u00a0before we decide – opportunities are being lost meanwhile. Rethink your strategy …\u00a0does\u00a0a Hotel directory make sense for your company, or just in some cities? \u00a0Have you done a deep\u00a0study of using public and negotiated rates? Why to not focus on the 10 largest cities of\u00a0the program? Do you have maximum daily rates loaded in the OBT, available to the travel agents and well-publicized internally? Do you restrict content based on these maximum rates and the distance of the points of interest of your\u00a0company? They are probably more efficient actions to reduce hotel costs. It is also time to review the model of RFPs for TMCs, where it will be imperative to put in the bidding documents and Scorecard those who agree to work with the solutions we choose as customers, not that they determine as intermediates. It may be both criteria for exclusion as tiebreaker in a travel agency competition.<\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":"\n
\nHow does work the Airlines’ Revenue Management?<\/strong><\/p>\n
\n-Generally they do not speak English, and questionnaires of RFPs until recently were sent\u00a0in Portuguese of Portugal or Google Translator (or even in English, regardless of the readers);
\n-Hotels do not accept credit cards;
\n-Hotels are not associated with or inspected by any trusted entity (Trip Advisor, Ministry of Tourism, etc.) and we have no budget or time to visit them.
\nI also see a huge advance the digitization of RFPs that HRS offers, with receipt of proposals, second-rounds and feedbacks on a web platform, and not in Excel spreadsheets with 200 columns and 500 rows.<\/p>\n