Air Transport Management student Jerald Cheong went from the classroom to supporting client contract negotiations during his IWSP stint at Amadeus GDS. Now a full-time employee at the firm, he recounts his unforgettable experience.
Jerald (right) with his supervisor, Mr Andy Michaels Lim, Vice President of Travel Sellers, Amadeus. (Photo: Jerald Cheong)
When Jerald Cheong, an Air Transport Management student from the Singapore Institute of Technology (SIT), began his Integrated Work Study Programme (IWSP) at travel technology firm Amadeus in January two years ago, he expected typical intern tasks: report writing and data analysis. Instead, he found himself thrust into the world of client negotiations and customer relationship management.
"I was given the opportunity to support a portfolio of 40 customer accounts together with my supervisor. I also got to participate in sales presentations and negotiations on top of project management," Jerald recalled.
Rising to the challenge, Jerald proactively supported the customer relationship management process with Amadeus’ customers, thanks to the skills and knowledge he acquired at SIT.
SIT's flagship IWSP is designed to give students real-world experience, encouraging them to integrate theory and practice. This approach makes SIT students highly employable, as they develop specialist skills in their chosen field, along with transferable soft skills such as relationship management, negotiation, and business communication.
"My IWSP experience has further strengthened my belief that one can never truly understand academic theories until they are practiced in a real-life industry setting," Jerald shared.
From Classroom Theory to Real-World Solutions
Jerald's journey with Amadeus began in his second year at SIT when he was introduced to Amadeus Computer Reservation System (CRS) in the Airline Operations module. This opened his eyes to the vital role of technology in the travel industry."I realised that Amadeus and its technology play a crucial role in the travel ecosystem. All travel players, from airlines, airports, travel agencies and hotels make up its clientele" he explained. This insight led Jerald to choose Amadeus for his IWSP, a decision that would shape his career.
Jerald (extreme left) having a team lunch with his colleagues. (Photo: Jerald Cheong)
"Having an initial knowledge of the Amadeus ecosystem was very helpful when I joined the company," Jerald said. "It made training easier and helped me understand how to negotiate contracts with clients, as I could explain how our technology will support them in meeting their business objectives."
Impressed with his performance, Jerald was given an advance offer just 2 months into his IWSP. As a Commercial Sales Executive, he now works closely with various departments to serve his customers effectively. This places his SIT-acquired skills in business writing and persuasive communication to good use.
The IWSP proved to be a transformative experience for Jerald, laying the foundation for his account management and commercial sales role. Today, Jerald's understanding of the travel ecosystem forms the foundation of his client relationships, enabling him to help customers quickly adopt Amadeus's technology solutions.
Overcoming Challenges through Soft Skills and Mentorship
Despite being almost a year into his role, Jerald admits he wasn't always confident in sales. "Several customers did not want to accept our proposed terms and renew their contracts. It was really challenging for me," he recalled.
However, with guidance from his supervisor and by applying the persuasive communication skills he learned in his Business Communication module, Jerald managed to close some of these challenging contracts.
“Jerald has a good foundational understanding of the travel business, and it accelerated his learning process. His willingness to listen, attentiveness to work details, and dedication distinguished him from others, and we are very glad to have him on board as a full-time member of our team,” shared his supervisor, Mr Andy Michaels Lim, Vice President, Travel Sellers, Singapore, Malaysia & Philippines.
When asked about the most impactful aspect of his IWSP, Jerald praised his supervisor's patient mentorship and valuable advice. "My supervisor advised me to network extensively and leverage my colleagues' expertise. He was patient and understanding that as an intern, it takes time to grasp industry concepts and become proficient."
Jerald's experience has come full circle. He added, "Just as my supervisor guided me patiently, leading to a meaningful internship that made me want to work here, I now aim to do the same for my interns."
