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A day in the life with Rachel Emery, Senior Business Travel Consultant


With over 25 years of experience, Rachel Emery is one of our most experienced Travel Consultants at CT Business Travel. In this blog, we chat to Rachel about her responsibilities, the best bits about her role, and advice for those thinking of starting a career in business travel management.


Thanks for chatting with us today Rachel! Let's start by finding out how long you have worked at CT Business Travel?

I started my career in the travel industry when I was 16 years old, and I will have been part of the CT Business Travel team for seven years in September. My journey began in leisure travel where I spent a year or two booking package holidays before I saw a job advert for a business travel consultant – I didn’t even know business travel existed when I first entered the industry! 


Could you give us an insight into what the role of a Senior Business Travel Consultant involves?

My role is centered around looking after our VIP clients and all of their business travel arrangements. It is a very varied role, so I could be handling anything from long haul business class flights for the CEO of a company, or assisting with hiring cars, arranging transfers or booking accommodation for travellers once they have arrived at their destination. Essentially I am responsible for getting corporate travellers to their destination in the most efficient way possible. My client recently ran a competition where the winners and their plus one got to fly to Germany to watch the Euros, so it was all hands on deck arranging door-to-door travel for this lucky group. Coordinating travel and accommodation during such a high-profile event can be complex, but I have great relationships with our airline and hotel partners, so it all went smoothly and the clients were understandably very excited! 


Tell us about a typical day in your role.

One thing I love about my role is that no two days are the same, so this is a very general idea of an average day. My first port of call is evaluating the requests that have come in since I was away from my desk. I assess which requests need to take precedence and are most urgent, reply to any emails so my clients know their request is in hand, and then deal with them in order of priority. 

I will manage roughly between 10-15 business travel requests per day, and for each of those I offer a door-to-door experience - they email me or call me directly letting me know where they need to go and when, and I take care of the rest. I am the dedicated business travel agent for my clients, so I have built up a positive rapport with each of them. 

My role requires a high level of responsiveness; I often need to address urgent issues such as a flight cancellation at a moment's notice, so I always keep an eye on my emails and adjust my priorities accordingly. Another important aspect of my job is attending regular training sessions with our trade partners such as airlines and train companies. These valuable sessions keep our product knowledge up to date and allow us to offer our clients the widest range of options. 


What aspects of your job do you find most rewarding?

It is definitely the positive feedback I receive from clients. It is often when something goes wrong that they feel the real value of using a TMC (Travel Management Company) and having access to their own dedicated agent. Whether a client has missed a connecting flight, or they are struggling to get from A to B for a high-stakes meeting, I am the one who can offer a solution and get them back on track. I love getting positive feedback, particularly after difficult situations. 


What advice would you give to people looking to start a career in business travel?

Business travel is a brilliant industry to work in – I have felt very fulfilled in my role. My advice would be to always ask questions, and never be shy about asking them. Everyone starts somewhere, and it’s impossible to be ready for everything before you start. I strongly believe that learning on the job is not a bad thing. Back when I was 19 at the start of my career I was dropped in at the deep end and it was the best way to learn. I am lucky enough to have had a supportive team around me at CT Business Travel, with room to grow and regular opportunities to expand my skills. 


Finally, could you tell us a bit more about yourself? Where is your favourite place to travel, and what do you enjoy outside of work?

The best place I have ever been is Mexico – I'm going for the fourth time this year! The sea and the beaches are incredible and so is the shopping. My family and I have also been enjoying exploring London (I’m based in Middlesborough) since my son moved down there. We get to see the ‘real’ London off the beaten track, rather than the usual touristy areas.

In my free time I do a lot of running as I’m training and raising money for The Great North Run – this will be my fifth time entering. I usually take my two boxer dogs with me for company. 


Find out more about CT Business Travel or speak to our team for assistance with your own corporate travel needs on 01892 673422.  



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