CLIPS Word Template s13

Make travel arrangements: Case Study

Introduction 2 Instructions 2 Scenario 2 See how it’s done 3

Appendix 1 11 Important Contact Details 14

Introduction Most organisations have staff that travel locally, within Australia or overseas to conduct their business. Today’s travel environment offers a wide range of products and services to choose from when organising business travel. Businesses can organise all aspects of business travel themselves or outsource the job to expert providers. Whichever way the organisation manages its business travel, an organised, systematic approach needs to be taken to ensure successful travel.

Instructions The following scenario continues on from the Case Study developed in Topic 1. You will see how Yvonne makes the travel and confirms the arrangements for the General Manager, the Mayor and Councillor Short to travel to the Conference in Auckland, New Zealand.

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Scenario Yvonne is the Personal Assistant for Paul Mitchell, the General Manager of Bundanoo Shire Council. One of the main responsibilities of her position is to organise business travel for senior staff, including the General Manager, and the 10 councillors.

Following a council resolution to send the Mayor, Councillor Short and the General Manager to attend a conference in Auckland, New Zealand, Yvonne has been busy preparing a draft itinerary for the trip. (Refer to Case Study in topic Organise business itinerary for domestic and overseas travel).) Yvonne has circulated the draft itinerary to the three travelers and has received agreement to proceed with the necessary bookings and any other arrangements needed to ensure a successful trip.

See how it’s done Yvonne has prepared a checklist to assist with the planning and organisation of the business trip. This checklist will help to keep Yvonne focused on the tasks she needs to complete and the timelines she has to work within. The checklist will keep a record of some of the important details relating to the trip.

Checklist for Business Trip for General Manager, Mayor Martin and Councillor Short – November 31 – December 3 201X – Auckland New Zealand

Task By Date Completed

Create file to record documentation Obtain Budget information for trip. 16/9  Obtain personal details from travellers including home address and contact 16/9 details, passport number and expiry date, next of kin.   Paul   Mayor   Councillor Short

D:\Docs\2017-12-28\0eaa7ea9e4c9c8ebc62f2bf59f1800fa.doc Check dietary requirements of travellers, including meal times and preferences. 16/9  Paul   Mayor   Councillor Short 

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Obtain copy of the conference agenda including any airfare/accommodation deals 16/9 for delegates.  Research websites for airfares including rates, dates and times of arrival and 23/9 departure.  Research accommodation appropriate to the travellers needs including rates and 23/9 facilities.  Research connections and transfer requirements between airports and 23/9 accommodation.  Research DFAT website for any advisories or warnings. Determine what documentation and supporting material is required Mayor’s 23/9  presentation at the conference. Check leisure activities available in local area – especially golf courses as GM 23/9 and Mayor both keen golfers.  Prepare draft itinerary for approval. 30/9  Book airfares online. 7/10  Confirm airfares and list e-ticket information on itinerary. 30/10 Make the following bookings through the conference email address 7/10 [email protected]: Conference attendance X 3 Presentation by Mayor on Day 2 Accommodation at Plaza X 3 Queen Rooms Attendance at Conference Dinner X 3 Attendance at Farewell Lunch X 1 (Cr Short – vegetarian) Other meal arrangements during conference X 3 (Cr Short – vegetarian) Breakfast arrangements X 3 (Cr Short – vegetarian) Confirm all bookings made through the conference email – as above with Barbara 30/10 Blaine, Events Coordinator. Ph: +64 9 3024589 Check with Barbara that equipment being taken by the Mayor is compatible with 30/10 the conference site. Check receipt of invoice from conference organisers and pay before 30/10. 21/10 Book Golf at North Side Golf Club, including transfers to and from the golf 7/10 course provided by the Club—www.northsidegolfclub.co.nz

Confirm golf booking and transfer arrangements at Ph: +64 9 415 9929. 30/10 Book with Plaza Hotel concierge lunch for Paul and Mayor on 2 December. 30/10 Ph: 64-9-3021133 to confirm.

Confirm with Plaza Hotel lunch for two on 2 December. 14/11 Research restaurants for 30/11 and 2/12 at tourism website Make bookings for dinner at restaurants for 30/11 at: 14/10 The Haven 113 Albert Street Auckland (walking distance from Plaza Hotel walk 1 block east) Ph: +64 9 488 0000 And 2/12 at Seaside Brasserie—located in Plaza Hotel. Ph: +64 9 302 1222 Check for vegetarian meals. Confirm dinner reservations for 30/11 at [email protected] 30/10 And 2/12 at [email protected] Check for vegetarian meals Check with Harry that electronic presentation is completed and speech has been 7/11 prepared. Arrange international roaming for travellers mobile telephones and ensure that 7/11 they have programmed numbers for other travellers. Check email access for travellers with IT and confirm arrangements with 14/11 travellers

Include in itinerary the time difference +2hours EDT. 20/11 Finalise itinerary and distribute to travellers 20/11 Fir the final version of the Itinerary see Appendix 1

She has also researched the organisation’s policy and procedures relating to travel and is acquainted with the terms.

She must now carry out the following tasks:  Make all necessary bookings for travel, accommodation, conference and leisure activities  Identify what travel documents will be required for each traveller  Confirm all travel arrangements and finalise itinerary  Record all details in accordance with organisational requirements  Determine what communication methods will be used during the trip and any equipment that will be required to support the travellers?

1 Make all necessary bookings for travel, accommodation, conference attendance and leisure activities.

The conference organisers have arranged with New Zealand’s national airlines to provide a discounted airfare for delegates. Yvonne needs to research the airfares offered by local providers online and compare prices. She discovers that she can obtain airfares for the travellers on a local carrier at a similar airfare being offered by the New Zealand carrier. Bundanoo Council has a policy of supporting local products and services so Yvonne decides that the local carrier is the best option for the return air fares.

Yvonne must consider the time management and comfort of the travellers when deciding on the flight schedules. The travellers will need a good night sleep before the conference and enough time to recover from their flight. This is an important consideration on their return journey also as they have a 2 hour trip home from the airport. After a long flight it would be preferable not to have to travel after sunset.

She has identified a flight leaving Sydney at 11:45am and arriving in Auckland at 4:45pm on the 30th November. She has also found a flight leaving Auckland at 9:25am arriving in Sydney at 10:45am. Yvonne must obtain approval from Paul to book these flights so she prioritises this task as online flights can sell out in a matter of days. She adds this information to her checklist.

Paul approves the airfare and Yvonne uses the corporate credit card to book the flights on line, in accordance with Council policy. She prints a copy of the booking confirmation for the file.

Yvonne researches accommodation providers and determines that the deal offered by the Plaza for delegates to the conference is reasonable and in accordance with Council’s policy and procedures and budget.

The conference invitation provides an email address to make a one-stop booking for delegates which covers:  conference attendance  delegate presentation requests  accommodation  meal arrangements including the conference dinner and farewell lunch; and  leisure activities.

Yvonne composes the email, checks the address is accurate, prints a copy of her email for the records and sends the email. The conference organisers will issue an invoice for the total payment within 14 days. It must be paid for before the end of October of the current year.

She accesses the North Side Golf Club’s website and makes a booking for Paul and the Mayor to play golf. She also notes that the Club will provide a free transfer for travellers between their accommodation and the golf course. She makes a booking for this service and pays with the corporate credit card. A confirmation will be sent to her email address. When it arrives she prints a copy and adds it to the file.

Yvonne must make two dinner reservations for the travellers for the 30th November and 2nd December. She checks a tourism website for Auckland and identifies two restaurants, one within walking distance to the Plaza and another one that is located in the Plaza itself. She telephones both restaurants and makes bookings for 7pm. She advises that Councillor Short is a vegetarian and is told that vegetarian meals are provided at both restaurants. She also checks if the restaurants are BYO or licensed. She gets an email address for both restaurants so she can confirm these bookings closer to the travel date.

She must also organise lunch for Paul and the Mayor on 2 December. Yvonne calls the hotel and speaks to the concierge who will arrange this. He asks Yvonne to have Paul call him the day before to ensure that it happens. It is sometimes difficult to arrange with staff on different shifts but he will make a note on the Concierge Calendar. Yvonne asks the concierge to bill Paul’s room with the charge for lunch.

Yvonne adds to her checklist that she must confirm all these bookings within suitable timeframes.

2 What travel documents will be required for each traveller and do they hold current passports?

Yvonne emails the Mayor’s Personal Assistant, Harry, to obtain the Mayor’s passport number and expiry date from the Mayor. Yvonne requests Harry provides this information to her within seven days.

Yvonne has already met with Councillor Short to inform her of Council’s policy and procedures regarding travel and obtain details of her travel preferences. During this meeting she also obtained details of her Australian passport and expiry date.

Yvonne has organised travel for Paul on previous occasions and has all his details including his passport number and expiry date. Yvonne records all the information concerning the passport numbers and expiry dates on an electronic file and secures it with a password to ensure the confidentiality of the information. She notes the filepath on her checklist for future reference.

She now needs to investigate the visa requirements for New Zealand on the Department of Foreign Affairs and Travel website. While she is researching this information she will also check any travel advice or warnings at the same website. The travel advisory for travel to New Zealand states that Australians travelling to New Zealand do not require visas for entry to the country however their passports need at least six months’ validity from their planned date of return to Australia. The site also advises Australians travelling to New Zealand to register their travel and contact details with DFAT, so the government can contact them in an emergency. Yvonne also records the contact details of the Australian High Commission and the Australian Consulate-General in New Zealand which are listed on this website. This information will be provided on the itinerary for the travellers in case of emergencies.

Yvonne checks and confirms that all three passports have expiry dates beyond six months of their return to Australia.

3. Confirm all travel arrangements and finalise itinerary

Yvonne has made all the necessary bookings and has been receiving confirmation advice from the different providers and filing the information in the appropriate Business Trip file, in accordance with the Council’s policy on Travel.

It is still good practice to reconfirm the details with the appropriate people before finalising the itinerary. Yvonne has scheduled this task to be completed by the 30 October.

She has kept an accurate record of all the contact names and numbers and email addresses. She will telephone or email all parties for a confirmation of the bookings. Once this task has been completed Yvonne can finalise the itinerary and have the documents and supporting information to the travelers within the designated timeframe.

4. Record all details in accordance with organisational requirements

Bundanoo Shire Council’s Travel policy states:

(iv) that accurate records are kept and maintained during the planning stage, the travel stage and the post travel stage.

In accordance with this policy Yvonne creates a new paper based file to record all details of the trip. This file is numbered TR200x1130ConferenceAuckland and is kept in a vertical filing cabinet in the General Manager’s office. Once the trip has been completed and the file is no longer active it will be transferred to the centralised records department to be archived and filed.

Yvonne prints off a copy of a contents template which she attaches to the front cover of the file. On this document she will record every document that is placed on the file.

Paul will be using the corporate credit card for expenditure during the trip. As unexpected expenditure can be incurred during travel, Yvonne prints off copies of the Travel Expenditure Diary template for each traveller. She will attach copies to each traveller’s itinerary for their use during the trip.

5 What communication methods will be used during the trip and any equipment that will be required to support the travellers?

Yvonne is aware that Paul’s mobile phone has international roaming available. She checks the service provider’s website to ensure that coverage is available from Auckland.

The Mayor and Councillor Short have mobile phones provided by Council for use on Council business. The service is provided by the same service provider as Paul’s mobile phone. She has a copy of their numbers and arranges with the service provider for temporary access to international roaming during the period of their trip. Yvonne will include in the itinerary a contact number for the service provider in Auckland in case of difficulties. She will also include a reminder that travellers remember to take their battery chargers with them.

Paul has programmed all of the Councillor’s mobile numbers into his mobile phone. Yvonne will check with Harry to see if the Mayor has Paul’s number and Councillor Short’s number programmed into his mobile phone. She will also check with Councillor Short to ensure that the Mayor’s

number and Paul’s number is programmed into her phone. Yvonne will also need to ensure that they have the international codes programmed as well.

Auckland is two hours ahead of Eastern Daylight Time (EDT) and Yvonne is aware that this time difference could cause problems for the travelers when trying to contact staff, family or friends whilst overseas. She will ensure that this information is provided on the itinerary and makes a note on her checklist.

Yvonne checks with the Council’s IT staff to see if Paul and the Councillors can assess their business email whilst in New Zealand. She is advised that it would be more cost effective for Paul and the Councillors to use a global email system. Yvonne discusses this issue with Paul, who advises he has a global email address. They decide that as Yvonne has access to Paul’s business email account she will forward any urgent emails to his global email account. Paul asks Yvonne to speak to Harry and set up a similar arrangement for the Mayor. Yvonne speaks to Harry and he advises that this arrangement has already been made between him and the Mayor. He will email Yvonne will the Mayor’s email address for inclusion on the itinerary.

Yvonne then contacts Councillor Short and discusses the email situation with her. Councillor Short tells Yvonne that she doesn’t get that much mail in her business email account and usually only checks it once a week anyway. All important emails come to her private email address which is a global email system.

Yvonne has now completed all the necessary travel arrangements for this business trip.

Appendix 1

Travel Itinerary

Paul Mitchell, Mayor Todd Martin and Councillor Rebecca Short

30 November 201X – 3 December 201X

TIME DIFFERENCE BETWEEN SYDNEY AND AUCKLAND = +2HOURS EDT Sydney 5pm = Auckland 7pm 30 November 201X Depart Bundanoo Council Chambers at 8:30am Travelling by Council car driven by Paul Mitchell Airport Parking – 102 Qantas Drive, Mascot Car to be parked at long term parking site – transport to International Terminal provided by Contact Phone: 02 9687 9833 parking contractor – shuttle bus leaves every 15 minutes. Depart Sydney International Airport Terminal 2 Flight Number: AF43 at 11:45 a.m. Light lunch provided in flight – advised Cr Short vegetarian Arriving at Auckland International Airport at Transport from Airport to Plaza Hotel by Taxi 4:45pm Provider: Orange Cabs Ph:93790190 TownTaxis Ph:93044213 North Side Taxis Ph:95731301

Accommodation: Plaza Hotel Check in: 30 November Checkout:8am 3 December 150 Albert Street Individual Queen size rooms Auckland New Zealand Continental breakfast available in room from Confirmation Number: 98743 6.30am Hotel Phone #: +64 9 3021133 Full buffet style breakfast available in hotel dining room – Level 10 from 7am. Facilities: Sauna, Health and Fitness Centre on site, laundry services

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Dinner Dinner Reservation for 7pm at The Haven 113 Albert Street Auckland (walking distance from Plaza Hotel walk 1 block east) Ph: 9488 0000 Vegetarian meals available. Restaurant is licensed.

Attached to this Itinerary: Travel Expenditure Diary for the recording of any travel expenditure. Conference Agenda and Program

1 December 201X Breakfast Continental breakfast available in room from 6.30am Full buffet style breakfast available in hotel dining room – Level 10 from 7am.

Conference Location: Registration: 8 – 9am in Lester Room 1 Plaza Hotel 150 Albert Street Program attached to itinerary Auckland New Zealand Hotel Phone: +64 9 3021133 Equipment compatible with venue site

Conference Organiser: Auckland City Council Conference finishes 4pm Contact: Barbara Blaine, Events Coordinator Ph: +64 9 3024589

Delegate Registration Numbers: Paul – 445 Mayor – 446 Cr Short—447 Lunch Buffet style lunch in Baker Room 3 – vegetarian meals available

Dinner 7pm in Arial Restaurant – on site – vegetarian meal arranged for Cr Short

Attached to this Itinerary: Travel Expenditure Diary for the recording of any travel expenditure. Conference Agenda and Program

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2 December 201X Breakfast Continental breakfast available in room from 6.30am Full buffet style breakfast available in hotel dining room – Level 10 from 7am. 2nd day of conference at same location Delegate Presentations – Mayor to present at 10:30am – 10:45am in main conference hall – 9am – 12pm equipment compatible with site. Lunch Farewell lunch in Ballroom from 12noon – Cr Short only to attend – a vegetarian meal ordered for Cr Short Paul to Contact Hotel Concierge at Hotel will provide sandwiches to Paul and Mayor Hotel Front Desk: 64-9-3021133 to to eat on minibus on way to golf confirm Conference closes at 2pm Golf (Paul Mitchell and Mayor) Tee off Time 1:30pm – 2 sets of clubs have been booked Booking Confirmation number: 336689 – paid by Corporate Credit North Side Golf Club Card 90 Appleby Road Auckland New Zealand www.northsidegolfclub.co.nz Ph: +64 9 415 8877 Transport to and from Plaza Hotel to Golf Club by Club mini bus – pick up 12pm – return at completion of round. Shopping (Councillor Short) City Shopping Centre – 0.2 kms Town Park Markets – 0.8 kms Duty Free Shopping – 0.8kms Taxi charge card to be left with Cr Short for any transportation requirements Dinner Dinner Reservation at 7pm at Seaside Brasserie located within Plaza Hotel. Vegetarian meals provided and restaurant is licensed. Ph: 9302 1222 Attached to this Itinerary: Travel Expenditure Diary for the recording of any travel expenditure. Conference Agenda and Program

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3 December 201X

Breakfast Continental breakfast available in room from 6.30am Full buffet style breakfast available in hotel dining room – Level 10 from 7am.

Depart Plaza Hotel at 8.00am for Hotel has airport shuttle available to take Auckland International Airport departing guest to the airport.

Depart Auckland International Airport Flight Number AF142 at 9:25am

Arrive Sydney International Airport Travel on car park shuttle bus to long term car Terminal 2 at 10:45am park and retrieve Paul’s car. – Shuttle picks up from International Terminal every 15 minutes. Return to Bundanoo Council Chambers Approximate time of arrival – 1:30 – 2:00pm

Attached to this Itinerary: Travel Expenditure Diary for the recording of any travel expenditure.

Important Contact Details

Mobile Numbers

Paul: 0411 883 009 Mayor: 0411 833 228 Councillor Short: 0411 833 229

Email:

Paul: [email protected] Mayor: [email protected]

Accommodation

Plaza Hotel 150 Albert Street

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Auckland New Zealand Telephone +64 9 302 1133 Facsimile +64 9 302 1200

Conference Organiser

Barbara Blaines Auckland City Council 50 Melbourne Street Auckland New Zealand Telephone +64 9 302 4589 Facsimile +64 9 302 4598

Golf Course

North Side Golf Club 90 Appleby Road Auckland New Zealand Telephone +64 9 415 9929

Australian High Commission 72-76 Hobson Street Thorndon Wellington, New Zealand Telephone +64 4 473 6411 Facsimile +64 4 498 7103 Australian Consulate-General Level 7, PriceWaterHouseCoopers Towers 188 Quay Street Auckland City, New Zealand Telephone +64 9 921 8800 Facsimile +64 9 921 8820

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