Tania Crinion joined the Team at Frosch as Commercial Director in March a few weeks prior to Covid. Tania reveals that Frosch is a boutique style Irish owned Business Travel Agency that was originally founded by Angela Walsh as CTM in 2000. In 2018 we merged with U.S. based multinational travel management company FROSCH. We deliver a white glove, highly personalised Corporate Travel Management service to our local and global clients. We pride ourselves in delighting the customer and truly delivering the unexpected in everything that we do. We compliment this with an advanced suite of travel technology, including mobile applications and comprehensive passenger tracking and reporting which ensures all clients Duty of Care obligations and needs are met. Our travel eco-system helps our clients optimise their travel spend with global airfares and hotel rates that are best in market.
You can visit the FROSCH Ireland website here
What are your main priorities and goals in your role?
I joined the Team at Frosch in March a few weeks prior to Covid. My primary goal was to further align our offering with our Company in the US and help grow our client footprint in Ireland and further afield into Europe. I have worked in the travel industry for over 25 years and there are many corporate travel agents servicing the Irish market however I truly believe Frosch are very different. I have learned where the gaps exist in the service offering from the Mega Agencies and Frosch fills them all. We own our Business worldwide with operations in 40+ locations and operate from one technology platform. Whether you are being supported through your dedicated consultant or via our Obex mobile app with chat functionality or dealing with our 24-hour service, you are supported 100% by Frosch employees on Frosch technology.
What are your biggest challenges?
Our biggest challenge has been the Covid-19 Pandemic, as travel came to a complete standstill. However, with challenge comes opportunity and It has allowed us to highlight the support and expertise we bring to our Clients when disaster strikes. We take care of our clients every step of their journey, whether its re-routing or repatriation, providing support and advice to ensure the safety of our travellers.
How has your business strategy been adapted in the context of the Covid-19 crisis?
We have used the opportunity to accelerate our systems conversion to align further with our Global Company. We have also used the time to do a full review and develop our service offering further. We have rebranded our business and will re-launch to the market in the coming weeks. It has been a blessing in disguise in many ways as it has given us the opportunity to fine tune our strategy and up skill and re-engineer our business.
What are the challenges facing your industry going forward?
The Covid-19 Pandemic has been the single biggest challenge the travel industry has ever faced and the Economic uncertainty that it leaves in its wake, Sustainable Responsible Travel and Climate Change are also very high on our clients minds, however great in roads have been made with initiatives in these areas
What new trends are emerging in your industry during Covid?
In times of crisis comes innovation and Frosch have developed a Traveller Health, Safety and Security Resource Hub for Covid-19 click here: Frosch Traveller, Health, Safety & Security Resource Centre This is a really useful source for navigating the new world of Travel.
Are there any major changes you would like to see in your sector?
The Government recognises the value of our Industry and we are engaging in discussions to put a support package together for the Travel & Tourism Sector. It is critical that there is clear guidance and clarity with Government advice to the Consumer. If the Government requests that we should refrain from non-essential travel, then we need to take the onus off the consumer so that they can get refunds if they don’t feel safe to travel.
Are you finding any skills gaps in the market?
Many of our colleagues in the Travel Industry have been furloughed or laid off due to the Covid Pandemic. We believe it will be a slow and steady recovery until 2021. We hope to continue to attract professional experienced staff from the additional resources that have been made available due to the pandemic
How will Brexit affect you, or have you started to feel the effects already?
Brexit has and will continue to have mixed affects on us. We have seen many Companies relocate their European business functions to Ireland and other European cities. Brexit has taken somewhat of a back seat compared to the urgent need to deal with the Pandemic.
How do you define success and what drives you to succeed?
Success is when our clients tell others that we do a great job. We have grown our business through referrals and continue to measure our success through this metric. We want to be known as the Business Travel Company of choice who always delivers the unexpected
What’s the best advice you’ve been given, or would give, in business?
Always listen and learn from your customers and of course follow your own passion.
What have been your highlights in business over the past year?
We have learnt a lot from our colleagues in the US and have benefitted significantly from implementing the Frosch technology to both our business and to our clients. We have continued to ‘Wow’ our clients and have seen outstanding retention rates for 2020 along with significant new opportunities in our new business pipeline.
What’s next for your company?
We have just implemented our Restart programme and have seen a slow return to business travel. We will continue to grow our business in Ireland both organically and by acquisition opportunities. Frosch has recently acquired a number of travel companies in the US and will continue to grow their footprint internationally.
What opportunities or plans for growth do you see in 2020/21?
We are waiting for the Governments decision regarding the current quarantining guidelines for Irish travellers on 20th July and hopefully as a country we can keep our R rate within safe levels. This will have an impact on the pace of growth over the next few months. We will continue to provide our service to clients with a safe and responsible business travel service who have operations across the EMEA. We anticipate strong organic growth as we spread the word about our service. The Travel Industry will continue to consolidate and with that comes significant opportunities for acquisition.
Where do you want your business/brand to be this time next year?
We aspire to be the number 1 business travel company of choice. A trusted & responsible partner, that is easy to do business with, and always delivers the unexpected for our employees and our clients.