Inspiring City Awards 2014 Nomination

TBR Global is proud to announce that our Managing Director Craig Chambers has been shortlisted for the award of “Outstanding Contribution by a young business leader” at the Inspiring City Awards 2014.

These Awards are organised by Glasgow Chamber of Commerce, in association with The Herald and the city brand PEOPLE MAKE GLASGOW. The aim of these awards is to give recognition to individuals, businesses and organisations who have gone beyond the call of duty to encourage, mentor and support investment and growth in Glasgow.

Craig has been recognised for his role in the company’s rapid growth and the internal improvements he has driven forward. Moreover, his passion, dedication and determination inspires the whole company to thrive.

We believe Craig being shortlisted is not just an individual achievement but a reflection on the great work carried by all staff at TBR Global.

Congratulations!

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

Day in the life of an Account Manager...

TBR is a global company with global clients, therefore we need employees who can travel to meet with clients, build relationships and create new ones. An account manager is responsible for this vital role that keeps TBR competitive and reputable worldwide.

There is no average day for an Account Manager; we have to be ready to take a flight when and where the client needs us to be.” Carmen Alvarez (TBR Account Manager)

TBR account managers are based at TBR HQ in Glasgow, however they travel a lot of the time within Europe, meeting with clients and potential clients throughout the continent. The account managers based in the Glasgow office are both from major European cities with English being one of the many languages that they speak; therefore they will use their multilingual skills to communicate with clients and suppliers in their home countries.

The account managers will schedule a variety of meetings each time she goes travelling to meet clients, with the priority of creating a lasting relationship providing the best possible service. The customer is our top priority therefore we want to prove that our values resonate throughout all aspects of the organisation.

New contacts are created around the world by networking; establishing ourselves in a new country or city by creating relationships with new clients and suppliers. A lot of these new relationships will be through connections with existing clients. Each month the Account Managers will build a bank of potential clients in specific areas such as Medical/ Pharmaceuticals, Events, Corporate Travel, Financial Roadshows and VIP Transportation. She will get in touch with companies who require our type of solution and set up meetings to build the foundation of what will hopefully be a long lasting relationship with TBR.

TBR Account Managers are focussed on the human interaction of a relationship, meaning that the work they do is extremely flexible and they must be able to get on a plane and be in a different city the next day.

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!