A new record

  

We are not even through September and yet we have beaten some of our records already. It has been extremely busy period for all of the TBR departments and it is definitely paying off. We were thrilled that TBR Scotland managed more jobs in one day than has never been achieved before. On top of that our corporate team had their busiest week ever too. Well done team TBR!

It has not been all work and no play as we got to attend the Inspiring City Awards 2014 in the Radisson Blu in Glasgow. Our managing Director Craig chambers was nominated for the award of “Outstanding Contribution by a young business leader”. Unfortunately he did not win but a great night was had by the team who went. Pictures from the awards night can been seen on our Facebook page, so go have a look and see how we scrub up for a black tie event.

Charitable Mud Run

Last Wednesday 23rd of July, two of TBR Global employees took part in the 5K Mud Run for Marcus Rutherford Foundation/Young Adult Cancer Trust organised by Reed & Mackay.

The event took place at a specially designed course in Turnbridge Wells with 65 people taking part. Our Managing Director Craig Chambers and Head of Corporate Travel, David Pettifor participated with a TBR sponsored team.

The event was a great success and enjoyed by all as well as a great opportunity to raise money for charity.

Hong Kong International Events

This month TBR Global has supplied two important international events in Hong-Kong for the trademark and art industries. Both events have received thousands of international participants and have been a great success for our team.


The first event has been organized by INTA, one of the largest global associations of trademark owners, professionals and academics. The INTA’s annual meeting -the 136th for the INTA association- is one of the trademark industry’s premier events of the year.


TBR Global has ensured the ground logistics for a dozen of law firms that during five days -from the 10th to the 14th of May- successfully attended some of the conferences, educational sessions and programs featured by INTA.

From the 15th to the 18th of May, the Art Basel show also took place in Hong-Kong. The show traced twelve decades of art history across its six sectors -galleries, insights, discoveries, encounters, magazines and film- as well as offered extensive opportunities for artists, collectors and visitors.


TBR Global accomplished the logistic service for our VIP clients including daily tours and in-town transfers as well as on-site coordination. For the event, held at the Hong Kong Convention and Exhibition Centre on Hong-Kong Island, TBR daily provided over twelve cars and achieved a very positive feedback from our clients.

TBR VIP Vehicles

Alongside TBRs regular fleet of Mercedes S Class and Mercedes E Class, we also have executive vehicles used for high net worth clients and VIP passengers; with the most recent member of our fleet being the exclusive new Range Rover.

TBR: Range Rover

The Range Rover sets itself apart from the rest of the TBR fleet, with its uniqueness in the industry. TBR has invested in the Range Rover to reinforce the values which the company holds; the top priorities being quality and customer satisfaction. The Range Rover also has a focus on security, coupled with TBR’s specifically trained drivers; the Range Rover is the vehicle of choice for the high net worth client. The priority usage of the vehicle will be aimed at the likes of Artists and VIP’s travelling to and from high profile events in complete security; CEO’s/Senior Management travelling on high interest Roadshows; Air Show Hosts or passengers with a requirement for a high security vehicle.

Range Rover Features:

• Passenger Capacity: 1-3 Passengers
• Luggage Capacity: 4-5 Large Suitcases
• In Car Gratuities: Bottled Water, Newspapers/Magazines and Wi-Fi

Managing Client Itinerary

TBR is the proud leading Roadshow Specialist in the ground transportation industry. One of the key reasons for this title is due to the global presence of TBR in the industry, functioning in worldwide countries with a large client base; predominantly with top investment banks. TBR has a dedicated team of Roadshow specialists with over 50 years combined Roadshow experience across every region and sector.

Organising a Roadshow:

Our in-house Roadshow team offer a complete Roadshow support service and manage bookings round the clock, ensuring consistent high quality service levels are maintained throughout the entire Roadshow:

• The TBR Roadshow Reservations team manage global itineraries on a daily basis. The client will send their itinerary; including city location, each drop-off location with all addresses, times and requirements for each location and each passenger. 

• At TBR we believe that having the same Reservations coordinator for the entire experience is a key element to our success and high quality. This is also beneficial for the client as they will remain reassured throughout, as they know TBR are fully in control of operations. 

• After the itinerary from the client is broken down by the reservations team, it will be correlated and organised into the TBR system; highlighting airport transfers, travel times and meeting addresses. 

• The management of our supplier is essential to the efficiency of the itinerary and the schedule of the drivers around the world. TBR use a central system which the supplier can access, giving them all the information they require on the job. The TBR system allows all changes to be updated to the same place, as there is 1 centralised storage area; this ensures there are fewer avenues for mistakes and updates can be easily followed. The supplier must confirm their job to inform the TBR reservations team that the driver is on the job and everything is running smoothly. 

• When the job is confirmed and saved it will be updated on the TBR system and an automatic confirmation will be sent out to the client, including such information; date, time, confirmation reference, pick up and drop off locations, drivers name and mobile and the driver car phone number. This information will be sent out when the job is confirmed to ensure plenty of time for error modifications. 

• When the Roadshow is under way, the Roadshow Team will be ensuring all information is being updates and changes in times or diversions are amended correctly.

Day in the life of a Quality Control Manager

TBR is obsessed with quality and control, therefore our control system has the most up to date technology with the most accurate movements of our drivers and locations. It is the job of a quality control manager to manage live jobs and ensure quality is delivered 24/7 around the world.

The Quality Control Manager uses the TBR system to maintain a tight schedule, with the most current information on passenger requirements, updates or changes. TBR drivers will be kept up to date, on the road, with these records and confirm their latest update back at HQ where the controller works in correlation with TBR’s core values to maintain this extremely efficient system.



On a daily basis the TBR system will show the activity of all bookings worldwide. The system is colour coded to highlight the status of a job from beginning to end;

• When any job around the world is about to take place it will automatically jump to the top of the control board and The Quality Control Manager takes immediate action to phone the driver one hour before the transfer, running through a list of pre set questions to ensure the driver has everything that is needed for the job to run efficiently. 

• The Quality Control Manager will check the driver has the most recent job sheet, confirming the most relevant information about the job; both HQ’s and the driver’s job number should be identical meaning they both have the most recent update. 

• If any anomalies arise when the questions are being answered by the driver, it is The Quality Control Manager’s duty to rectify the issue and get the job running smoothly again, ensuring the drivers are on time and update any unforeseen changes such as delays in flights, traffic delays, cancellations or time changes. 

• The work of a Quality Control Manager does not stop there; they will continue to monitor the job right through until the passenger is dropped at the final destination.

• Automated timed alerts to prompt:
• Supplier to accept job
• Drivers details
• Clients complete itinerary
• 2 hour FBO check (private jet)
• One hour driver check 
• Fifteen minute on-site
• P.O.B (Passenger on Board)
• Passenger dropped

How we Manage Suppliers

The management of suppliers is crucial to the functioning of TBR; without relationships with our suppliers we would not maintain the high quality that resonated throughout the entire company. The management of suppliers allows us to develop trust and cooperation from the supplier which is vital to make the company successful and keep our clients satisfied.

It is the role of the Affiliate Manager to communicate with suppliers and build relationships on a global scale. He will identify who the most suited supplier is for the particular event and if additional support is needed from other suppliers in the area.

• There is constant communication with the sales team in regard to the supplier allocation for transfers across a range of sectors such as medical conferences, large events, Roadshows or airport transfers.

• In the case of specific events such as a large medical conference or an event that needs a high volume of cars, our chosen supplier is unlikely to meet the increased demand. The Affiliate Manager creates relationships with approved “back up” suppliers in advance to anticipate this.

• While travelling, they will meet new suppliers to see who can offer the best cost/quality ratio in comparison to incumbent suppliers, ensuring we constantly benchmark within each location.

• They will seek out new suppliers well in advance of large operations to ensure they are suitable for the job. They will travel to the location; vet the vehicles and drivers to ensure they comply with TBR standards.

• Any new supplier will be monitored on a 3 month trial period. In this time TBR will conduct a mystery shop on the new supplier with either someone from the company or an existing client who has a strong relationship with TBR and knows our values.

• The suppliers will be used on the event at the lower rate they offer and we may consider using them in the future due to the lower prices, saving costs all round.

Suppler Requirements: 

• Adhere to supplier SLA set by TBR. 
• The vehicle should be under 3 years old. 
• Cars on Multi-Vehicle Roadshows must all be of the same colour.
• Cars in the same classification on a multi-vehicle Roadshow must be identical.
• The supplier must provide refreshments e.g. Water. 
• All chauffeurs must adhere to TBR dress code. 
• Supplier must comply with vehicle specification according to one of the 5 categories. 
• All vehicles must have a first aid kit and fire extinguisher.

Major Event Preparation

TBR has managed various events; from small local events to high profile global events. A very strong and reputable Events team at TBR are always prepared for large corporate events such as the Music Awards, Corporate & Medical Conferences as well as a provider to Corporate Sporting Sponsors.

 

 

 

 

 

 

Major Events need major planning:

TBR’s specialist team need to be well prepared for an event from the outset and begin organising many months in advance; depending on the size, scale, importance and location. Major sporting events sponsorships need an average of 10 months for the various levels of preparation.

TBR want to ensure they are fully equipped and deliver a consistent high quality of service to the client; the only way to ensure this is major preparation, training and selection of suppliers and drivers.



A major event requires a full scale planning process which can take up to a year before the event with various aspects to be coordinated:

 

• Affiliate manager has a lot of involvement in the preparation for the major event.

 

• Dealing with the suppliers in the city of the event. Getting the driver packs ready for the suppliers to ensure they have their drivers highly trained to TBR standards.

• After a month of preparation, the Affiliate Manager will do a site visit to the city of the major event; with the priority being to visit the supplier.

• The supplier will be checked and the drivers will be evaluated; in terms of quality, pricing, training and overall standards. All which should match or exceed TBR.

• Until the event is live, the supplier will be tested periodically with our existing clients’ general transfers.

 

 

 

All of this preparation occurs even before the events team at TBR know if the job has been secured. Therefore all this preparation is in anticipation as TBR maintains the value of being Proactive not Reactive!

 

 

 

 

 

How can TBR represent your brand?

• Previous Client Portfolio
• Unrivalled Quality Control
• Development on Feedback
• Experienced Staff
• High Quality Staff and Driver Training
• Branding Options

TBR never loses sight of that fact, and constantly strives to ensure our working practices and values reflect those of our clients. We will work in partnership with you on your event, ensuring a successful and memorable brand experience is delivered in tandem with our expert logistics.

Previous Client Portfolio:

TBR was established in 1999 and since then, has been involved with various different sectors for the transportation of clients and executives within these industries, including; Financial Roadshows, Major Sporting Events, Medical/ Pharmaceuticals, Corporate Travel, Financial and VIP Transportation. TBR works alongside an influential selection of clients; London 2012 Olympics, UEFA Champions League sponsors, Deutsche Bank, BNP Paribas and MTV Europe Music Awards.

Therefore TBR has a very strong client portfolio, gaining a diverse background of experience with high numbers of transfers with high profile clients; meeting high demands with efficiency and professionalism.


Unrivalled Quality Control:

TBR have obsession for quality control.
Through bespoke chauffeur management software and industry specific staff, TBR perform 14 quality control checks on every client chauffeur bookings. Our dedication to quality flows throughout the company, and due to a unique combination of quality control programmes, innovation, dedication and passion, we have raised the chauffeuring industry standard globally.


Development on Feedback:
TBR produce a feedback report, detailing all feedback from the client and TBR staff from during the event and the comments after the event. Both positive and negative feedback is vital for TBR to progress and make each event stronger and more efficient.

All aspects of the feedback are very important to TBR as it is analysed to improve our service levels to clients, supplier relations and invoice reconcilement. To develop a better understanding of current and potential clients we must understand their perspective.

Experienced Staff:

We recognise that our employees are the essence of TBR; we encourage an open forum and ensure that every employee is an integral part of the control process. The TBR Events Team will integrate with our client’s existing staff to ensure the seamless management of the event continues from the first proposal to the final reconcilement.

TBR can offer a full range of experienced staff from up to 6 months before the event:

• Project Manager
• Event Manager
• Transport Manager
• On Site Coordinators 
• Airport Greeters 
• Hostess(es)

Branding Options:

In addition to the TBR standard ground transportation service, we also offer various branding options which large corporate firms are likely to use. The branding service is especially for large high profile events where sponsors are using TBR to chauffer their clients or executives.

TBR offer various branding additions:

• Branded paging cards and departure notices.
• Event specific passenger SMS updates
• Vehicle decals
• Branded Accessories (water bottles etc)

What Makes a Roadshow Driver?

Chauffeurs aspire to reach the extremely high level of a Roadshow driver. A Roadshow driver should be operating at a highly skilled level with many years of experience and a varied training background that ensures they are of the highest possible standard.





Roadshow drivers are not just drivers... they are an on-the-road concierge.

Roadshow drivers deal with all passenger requirements and will give recommendations during the Roadshow; whatever the occasion, a Roadshow driver will always be more than willing to help.

Roadshow drivers are there for the passenger’s every need, if their requirements are just to get to their destination as quickly and efficiently as possible; that will be the focus of the driver, if the passenger needs lunch on a tight schedule; drivers will ensure they will get a coffee and a sandwich during the journey.

Roadshow drivers have a car fully equipped for all parts of the journey; with bottled water, newspapers/magazines and in specific journeys, in-car Wi-Fi. Roadshow drivers are prepared for any unexpected emergencies that the client may encounter such as; extra ties, shoe polish and sewing kits.

Roadshow drivers are able to get clients around the pick-up or destination city as fast and efficiently as possible as they know the city’s streets and traffic, and all the regular venues for Financial Roadshows. The drivers also know exactly where to wait, park and drop off the clients.

Roadshow drivers will not use a Sat Nav system as they pre plan all routes well in advance of pick up and in between meetings. They study their travel itinerary to ensure the correct locations are listed and passenger requirements are met.

"Brand management is a major focus of TBR..."

TBR are proud sponsors and promoters of every brand that we manage, in small local events to large events with a worldwide presence. Brand Management is a major focus of TBR and we ensure all our chauffeur drivers are focused on the brand ethos throughout an event. TBR really focus on the client’s needs and representing their brands on the road. 

“TBR are really focused on the brand management and how we follow that through from taking the core ethos of their brand and making sure that the chauffeur understands who they represent and what their brand is all about, so that we can represent them better on the ground.” – Michael O’Hare (CEO)

The TBR events team prepare a driver pack in the lead up to every event. This pack will have detailed descriptions of the event; locations of the pickup zones, a map of the event area, branding logos of the company we are representing and information on the company and its values and ethos. The reason for the high volume of information in these driver packs is to give the driver an overview and insight into the company that TBR will be representing for the event.

Brand Management options:

• Branded Paging Cards
• Branding Departure Notices
• Event Specific passenger SMS
• Vehicle decals
• Branded Accessories (e.g. bottled water) 

The larger events tend to include more information in these packs and further branding options due to the high scale and size of the event; meaning that there are more drop off and pick up locations around about the city; more company details that need to be noted; and a stronger ethos that needs to be represented. An example of this event would be the Olympics, where TBR represented Adidas for the whole event and for this event the brand management was taken to another level as the TBR drivers and TBR events team had to wear Adidas apparel throughout the event. The cars were also branded with the Adidas logo on the side to further reinforce the brand. 

This highlights that Brand Management is extremely important to TBR and we will reinforce the brand image of any company that we have a working relationship with, throughout the entire event.

The Rebranding of TBR Global

TheBookingRoom was established in Glasgow in 1999 where a mission was envisaged, a standard was set and a team was born. Rebranding to TBR has changed the dynamic of our renowned chauffeur drive company; from a humble beginning to a global presence; we have grown in size, expertise and quality. We continue to put the customer first and raise our standards higher than ever.

TBR: Our Focus is You

• The rebrand brings a new era for TBR, reflecting our growth, quality and reinforcing our core values. At TBR, we continue to innovate, listen and respond.
• With offices in the USA, Europe, Asia and Latin America; our service standards are consistent. TBR does not compromise on quality; our unwavering dedication to the highest quality is what sets us apart and makes us global leaders
• The rebranding adds a new focus for TBR; not just on the road but also online. We like to keep our clients updated and reach new clients through the means of Social Media. We utilise the most current Social Media outlets; enabling contact with the highest volume of people as possible using differing methods of communication; LinkedIn, Twitter, Facebook, YouTube and an updated blog on the new TBR website.
• The blogs are a major focus for TBR as we strive to give our clients a rich content of information in the most interactive means possible. The blogs will be posted on a regular basis and the twitter feed will correspond to certain blog posts to ensure relevant information reaches our client base.
• The blogs will give information on news relating to the worldwide movements of TBR; operations within TBR and we will also be incorporating a series of blogs titled “A day in the life of...” and “Q&A with...” and “Popular Places to go in...”

TBR: Corporate Statistics

• 1,000,000 jobs undertaken 
• 95,000 passengers per year 
• 6000 clients in 108 countries 
• 650 movements worldwide daily 
• 1,000-5,000 bookings per week 
• 5,000 TBR trained drivers 
• 2846 cities covered