Since joining the Prague office in 2024, Charlotte and Ed have each thrived in a growth-oriented environment. As members of the Partner Growth & Agility team, they have gained valuable insights into what drives success in their roles as well as identifying the key areas of focus for their continued professional development. From their experience of building trust and rapport with our hotel partners, they have outlined some tips for how to successfully manage these partner relationships. Check out their advice, below.

Charlotte Carlin | PGA Associate Account Manager | Prague, Czechia

Ed Mayoral | PGA Associate Account Manager | Prague, Czechia

Tell us about your team and role.

My team works in English-speaking markets within EMEA (UKIR, Nordics, Benelux and parts of Africa), and we optimize our partners’ listings to maximize their revenue. We build relationships with these partners, listen to their needs, learn about their properties and advise them on how to get the most out of their partnership with EG. What makes my team unique, even in comparison to other teams in PGA, is our reach. We speak daily to so many properties in various countries, and sometimes we even get some travel recommendations during our conversations! – Ed Mayoral

As an Associate Market Manager in the Agile team, I focus on helping properties stay competitive and visible in the market. I analyse data to spot where a property might be losing its edge and have open conversations with our partners to find solutions that boost their performance and revenue. It’s all about working together to make sure they stand out and attract more bookings. What makes this role special is the mix of problem-solving, collaboration, and real impact. Seeing our partners succeed because of the changes we make together is what keeps it exciting! – Charlotte Carlin

What advice do you have for how to succeed in Partner Growth?

1. Embracing learning opportunities. One of the most important things needed to succeed in PGA is the willingness to learn. Regardless of whether you have never worked in the travel industry or you have been a hotel manager in the past, there is always something to learn at Expedia Group. From the initial training and advice from colleagues to weekly updates on the latest market trends and courses on Udemy, there are plenty of opportunities to develop and align to our value to ‘go get what’s next’.
   
   
2. Ask the right questions, informed by industry best practices.The best way to get the most out of your conversations with our partners is by asking probing questions to understand all of their needs and potential concerns, because without this you won’t know if you’re providing a solution, or not. Try to avoid going into conversations with assumptions, as it may stop you from asking important questions that will inform your recommendations.
   
   
3. Communication style and active listening. To tie into the previous point, active listening is the best way to communicate. Trust is a very important thing for EG, and in the same way, it is incredibly important to our partners. If they trust you, they will be more inclined to listen to your recommendations, as they will understand that you have their best interests at heart – it is a partnership after all.
   
   
4. The value of resilience. Resilience is an important trait in any sales job, as it is important to know that rejection is never a personal thing – it could just be the wrong time, the wrong situation or the wrong product. In the next interaction you may have more success, potentially due to a change in season and needs, or you might find a better way to present the product, or simply you may just catch the partner on a better day. You always have to keep going and seeking the next opportunity, both in conversations with our partners, as well as in EG as a company.
   
   
5. Understanding the travel market. You have all the tools and support needed to learn about the market and its continuous growth. Stay curious and flexible, as trends are always changing. Your own experience as a traveler also gives you a unique perspective, allowing you to bring fresh insights and enhance the experience for others.
   
   
6. Business acumen and knowing what to suggest to partners. Stay curious about both the partner’s and traveler’s perspectives to make better decisions. Build trust by making bold, informed choices, as confidence in your decisions will inspire others to follow. Treat travel promotions both as opportunities and experiments – launch, learn, and improve. Let data guide you, as analyzing trends will help you make smarter, more informed choices.

Why would you recommend a career at EG?

In a broader view, what makes Expedia Group unique is the vibrant atmosphere in the office, which is maintained and fostered by all of us. Naturally, the easy answer is that it is an opportunity to work at one of the leaders of the two of the largest industries in the world – travel and technology, but honestly it’s the inclusivity in the working environment that makes it such a great experience. Our goal in powering travel for everyone, everywhere, is really reflected in the sense of community at the company.

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