TUI

TUI is not only investing online, and in physical stores and personal service via Jetaircenter. The increase in the number of offices brings specific HR needs with it. To respond to the growing need for leaders, particularly office managers for existing and new travel agencies, they started the ‘Talent Pool’: a selected group that is being internally prepared for leadership roles in the near future.

Project 'Talent Pool'

This interview was taken in 2016. Since 2017, Jetair, Jetairfly and Jetaircenter are flying under the TUI flag.

Helen Van den Troost, HR Business Partner Jetaircenter: ‘We train our travel agency employees well in job-technical and commercial competences. Very important, since clients are coming to travel agencies better informed and have plenty of (online) alternatives for booking travel. Besides, we noticed that the competences 'coaching' and 'management', were less strongly supported. As the increasing number of vacancies for leadership functions needed to be filled in a relatively short timeframe, we wanted to make sure we were a clear step ahead in this area.'

‘Following inspiration gained, for example, at a Quintessence seminar, we decided to set up the “Talent Pool”: an internal reservoir filled with the leaders of tomorrow. It allowed us to take care of two birds with one stone: the need for skilled leaders, but also give people who have the ambition to grow the opportunity to develop their competences and skills so that they can take the next step in their career with confidence and a solid chance of success.’

The project ran through 3 important steps: the selection of candidates and an assessment, a two-yearly training trajectory, and an assessment center that indicates whether every candidate is ready to effectively take on a leadership role. Jetaircenter called on Quintessence for the initial assessment and the final development centre. After following a training of Quintessence, candidates needed to draft their own personal development plan.

Helen Van den Troost: ‘I followed my own coaching training at Quintessence and I’ve been confident with the quality they deliver in the area of assessment centers. For me, it was only natural that their knowledge and clear reporting would bring added value to this project too.’

Laura Rypens, Senior Consultant at Quintessence: ‘Throughout this project, the organisation of assessment and development centres was extra interesting, because participants received a double role in the process. Every candidate followed an assessment and also took part as an observer in the assessment of a colleague. As such, from their selection for the “Talent Pool”, everyone had already had involvement with the development of: observing, giving feedback and coaching. It’s great that the group transformed into teaching group from the very beginning with participants opening up to each other.

The first “graduates” from the “Talent Pool” have today already taken a step towards roles as (assistant) office managers in our network. Others are waiting for suitable opportunities in their regions or are further preparing for future leadership functions.

About Jetaircenter

Jetaircenter, the travel agency network for tour operator Jetair, consists of 72 travel agencies in Belgium. Since 2017, Jetair, Jetairfly and Jetaircenter are flying under the TUI flag, the largest tourism group in the world. The travel agencies also got a new look, to make clients looking forward to their vacation even more.