Behind the scenes of a Business Development Manager’s work in the business travel industry

First of all, thank you so much for agreeing to this interview. I know that people working in business development don't usually complain about having too much free time, so I'm even more glad we managed to find a moment to meet. For many, the business travel industry is still a somewhat "behind-the-scenes" world. Many people travel for work, but rarely consider the business side of it or the people behind the companies organizing these trips. That's why today I'd like to talk about what it's really like to work as a Business Development Manager in the business travel industry.

Paulina: First, let's go back in time a bit. How did you end up in the business travel industry?

Paweł: You could say I stumbled into the business travel industry by accident. My path was quite circuitous. I started in telecommunications, then worked supplying newsagents. Later, I worked in the automotive industry, where I discovered the crucial importance of direct customer contact. I understood that a good salesperson is not only an expert in technical parameters, but above all, someone who can build relationships, listen, and propose tailored solutions. Seeking further challenges, I entered the hospitality industry, managing a niche hotel brand and developing a sales network. In 2009, I began working in business travel management.

Paulina: So, how long have you been involved in sales in the travel industry?

Paweł: I have been involved in the business travel industry since the beginning of 2009, so it's been almost 17 years – a long time. :)

Paulina: Was sales your idea of a career from the beginning, or did you discover it along the way?

Paweł: I definitely discovered it along the way. As I moved through various industries and settings, I gradually realized that working with people and establishing connections is what I do best and what gives me satisfaction.

Paulina: Do you remember your early days in this job? What surprised you most back then?

Paweł: In 2009, the business travel market in Poland was just starting to take shape. When I started working in this industry, what surprised me most was the rapid pace. I often returned from a meeting to find the first requests for flight or hotel quotes already waiting in my inbox. The customer decision-making process back then was much shorter and less formalized than it is today.

Paulina: If you had to explain to someone in a few sentences what a Business Development Manager actually does, what would you say?

Paweł: As a Business Development Manager, I strive to think creatively. My job is to spot potential where the company itself often doesn't. Many companies don't have clearly defined needs in the area of business travel. Often, it's only during a conversation that they realize their processes, such as employees booking hotels, flights, or train tickets independently, mean they have no control over costs and need to be streamlined. In short, a Business Development Manager is someone who identifies these pain points and proposes individual solutions tailored to the client's needs.

Paulina: What does your typical workday look like? Is there such a thing as a "typical day"?

Paweł: Honestly? It's hard to call it typical because this job is so diverse. I start each day with a review of the topics that are "in progress." I check the implementation stage and the progress of negotiations. If I had to point out a key pillar of this job, it would be maintaining relationships. My day also involves constantly assessing companies' needs. During my conversations, I often show organizations that their current process, where employees book everything themselves, generates hidden costs and wastes valuable operational time.

Paulina: What does the first contact with a potential client usually look like?

Paweł: My approach is based on a small-step strategy, building credibility and trust from the first second of contact. I usually start with a phone interview. I avoid sending offers to generic email addresses because, in B2B sales, talking to someone who actually deals with the challenges of business travel is crucial. Only when I sense a specific business travel need on the other side do I suggest an online or in-person meeting.

Paulina: And when it comes to deciding to cooperate, what most often convinces clients?

Paweł: It's always a combination of trust in the partner and the quality of the solution itself. The key is that our clients don't have to "buy a pig in a poke." I often compare the decision to implement a business travel management platform in a company to buying a car. You can browse dozens of catalogs online, but nothing beats the moment when you get behind the wheel and take a test drive. That's why with us, every potential partner can test a demo version of the system without obligation. This is the moment of truth, where companies can verify whether the tool actually meets their individual needs. This provides a sense of security. It's this "test drive" stage that ultimately influences the decision, as it demonstrates that our tool truly makes life easier for their employees, both business travelers and managers. Actually, if I had to give a short answer to this question, it would be that it is actually a "mix" of trust in the person and the quality of the tool that determines whether to start cooperation.

Paulina: Let's assume a client decides to collaborate. What does the implementation process for the worktrips.com platform look like?

Paweł: This is one of the most common questions, and I must reassure you: implementing the worktrips.com platform is a well-organized process, fully supported by our team. We don't leave clients alone with the new tool. The entire process is designed as a ready-made path that leads the company to its first online booking in the shortest possible time. Dedicated teams of specialists are responsible for the entire process. Their role is not only the technical configuration of the worktrips.com system, but above all, the substantive training of employees. We provide complete and ready-made user manuals. We meet with employees and explain in detail how to navigate our tool. If the client has a designated contact person and prepared basic information about the company structure and travel policy, the process is relatively quick. This arrangement of cooperation ensures that the tool will be implemented without disrupting the daily operations of the office.

Paulina: From your experience, what is most important today for companies using business travel?

Paweł: Companies highly value responsiveness and support. Lately, I've been hearing a lot of praise for our consultants – whether a client uses the online platform or calls with an offline inquiry, the response is quick. A sense of security is also important. Knowing that in crises, like a canceled flight or lost luggage, they can count on an agent's help 24/7 is invaluable.

Paulina: In recent years, many meetings have moved online. What's it like in your work? Are in-person meetings still important?

Paweł: Despite the trend of travel restrictions following the pandemic, I believe that in-person contact cannot be fully replaced. Face-to-face meetings build a completely different quality of relationships and have a greater impact on business. For companies that take development seriously, networking and face-to-face conversation remain irreplaceable.

Paulina: There's been a lot of talk about artificial intelligence lately. Do you think AI is really changing B2B sales, and can it replace salespeople?

Paweł: I'm convinced that AI won't replace salespeople. It can automate certain processes, help analyze data in Excel, or relieve us of technical tasks, but it won't replace the human factor. People need relationships, advice, and care. AI won't be a psychologist or an empathetic customer service representative, and that's crucial in our industry.

Paulina: From your experience, what mistakes do sellers most often make?

Paweł: The biggest sin is not listening to the customer and putting too much pressure on closing the sale quickly. I'm often also offended by the lack of preparation. I've had salespeople call me back without even knowing who they were talking to. Personalization and knowledge of the person they were talking to are key.

Paulina: What have you learned from working as a Business Development Manager?

Paweł: I've learned patience and realism. I've also realized that we're all in this together as a team. Without good relationships with the implementation or customer service departments, I can't accomplish much on my own. Most importantly, you have to take care of your existing clients just as much as you do new ones.

Paulina: We're getting close to the end, so I'll take a quick break and ask three quick questions. I'm counting on honest answers. :)

• Online or in-person meeting? Live.
• Email or phone? Phone.
• Your advice? Have a natural aptitude for communication, and don't be afraid to pick up the phone—one phone call often explains more than ten emails.

Paulina: Paweł, thank you so much for this conversation. It was incredibly inspiring and shed a whole new light on the role of a Business Development Manager. Thank you for taking the time to so openly share your knowledge and years of experience in the business travel industry.

Paweł: Thank you very much for the invitation, too. It was a pure pleasure to share the behind-the-scenes story of my work. I hope our meeting will help many companies view travel not just as a cost, but as a strategic element of development that, when properly planned, brings real benefits.

Does Your Business Need a Travel Management Platform? Diagnostic Test

The following questions will help you determine whether your company's current travel organization is effective or whether it generates hidden costs and risks. Answer them honestly to see if you need to streamline your processes.

Get a personalized diagnosis for your company

If you'd like to take a closer look at your organization's business travel processes, complete our short survey. In response, you'll receive a personalized email and an analysis tailored to your company's situation. Learn where your costs are going and how you can optimize them with a single tool.

 

Frequently asked questions

Is there a cost to test the demo version of the worktrips.com system?

No, testing the demo version is completely free and non-binding. This allows companies to test the tool's intuitiveness and suitability to their actual needs without incurring any financial risk before signing a contract.

What does the worktrips.com platform implementation process look like?

• Duration: The process is optimized for speed and minimal involvement of client resources.
• Support: A dedicated implementation team guides the customer "by hand" through every stage of configuration.
• Materials: The client receives ready-made instructions and materials on how to use the worktrips.com platform.
• Training: We conduct educational sessions for employees so that they can use the platform efficiently from day one.

Can AI replace account managers in the business travel industry?

Despite technological advancements, AI cannot replace expert strategic advice. AI tools support process automation, but in crises and when building business trust, the human factor remains irreplaceable.

What are the most common mistakes in business travel management?

The most common mistakes include: lack of a coherent travel policy, use of fragmented booking tools, and lack of control over "hidden" costs. Companies also often underestimate the importance of 24/7 agent support for the safety of mobile employees.