Author: <span class="vcard">Mark Hougardy</span>

Several years ago at a trip leader training, someone asked the question, “At the end of a travel program what happens to the tips intended for housekeeping?

Some quick background: The travel company had been providing tips to the housekeeping staff (at the various hotels utilized on tours) by paying the hotels directly. The expectation was these funds would navigate corporate accounting departments and “trickle down” to the individuals who did the work. The general feedback was these funds were not getting paid out, and if this was being paid out, had not been communicated to staff or observed in paychecks. To ensure that housekeeping was receiving their hard-earned tips, the travel company made the individual trip leaders responsible for this. The company would deposit the tips for housekeeping into the trip leader’s bank account, who then had to pull this out of their bank as cash, and then pay the housekeeping manager directly at the end of the trip.

Then another question was asked, “How does someone know if the cash even reaches housekeeping?” The answer from the travel company was, “We don’t know. There’s no way to track this once the trip leaders pull it from their account.”

Whoa! This was not just a glaring hole in the travel company’s process, but one that left the trip leader in a precarious position regarding their honesty if anyone ever asked the question, “What happened to the money?”  Integrity and being mindful of others’ hard work mean everything in the hospitality/travel business. Having integrity questioned –or even an ounce of suspicion– is a death knell to one’s career.

After that day, I documented everything related to tips intended for others, and I did this with a simple process. I’ve listed this as A, B, C, & D:

A) TAKE A PHOTO: At the end of the trip, when I am ready to pay out tips for housekeeping, I lay out the following items and take a photo that shows:

• The Rooming List (this must include my traveler’s room numbers and the dates); I include a little note on the rooming list saying this is tip money for housekeeping’s hard work.
• The correct amount of cash out, and I clearly display the ID numbers and amount of each bill.
• An envelope with the housekeeping manager’s name [if possible] or at least their title; near and edge I write the date, the time, and the travel company’s trip ID.
• A big “Thank You” is written on the envelope with the name of the travel company and my name.

B) DELIVER: I put the rooming list and cash in the envelope and immediately deliver this to the front desk staff, preferably when two people are at the desk, or someone whom I have a working relationship with, and I say, “Please place this envelope directly in the Housekeeping Manager’s mailbox.” I stay to make sure I see the envelope go into their mailbox or at least make its way into the staff room, then I thank the person when they return. Many front desks have cameras, and if I see one, I make sure to look at the camera for a moment so there is a record of me having delivered the tip envelope.

C) DOCUMENT: Depending on the situation, I might email my manager at the main office about this being delivered and I document the time and place this happened and even give a name of who this was delivered to.  Regardless, I always include the earlier photo when I electronically submit all my transaction receipts at the end of the trip for reconciliation.

D). CYA (Cover Your A$$): Lastly, I keep a copy of this with my trip documents in my own files and I never get rid of this information.

This sounds a bit like overkill, but again, integrity is everything in this business; I want to make sure those who have helped my travelers receive their tips, and I also wish to practice CYA [Cover Your Backside].

On a walking tour that I led last year, a woman approached and asked about housekeeping tips since they were supposedly included in what she and others on the trip had paid. On two separate trips, with other companies, she found the tipping policy to be gray or nonexistent. This was a concern for the woman as her mother had been a housekeeper for decades and rarely received tips or was recognized. I agreed that housekeeping staff are the unsung heroes of any tour, and I wanted them to receive what was theirs. I explained the company she was currently traveling with recognized this was an issue and provided tip money to the leader to then pay the housekeeping manager directly. And, to ensure better accountability, I briefly mentioned my own process. The woman choked up and began to cry. She returned a few minutes later and thanked me for caring. At the end of the trip, she thanked me again and said she would be traveling again with the same company.

As a trip leader, the first interactions with your group are golden. Participants want to know if they will be safe and if you as a leader are professional, approachable, and will help them to succeed in this adventure. Operations differ at different travel companies, but here are 3 golden moments that can set the tone of your entire adventure travel program.

Golden Moment #1: The Pre-Trip Communication Email
Not all companies provide this information to leaders before a trip, but If you have access to names and emails -and time- sending a pre-trip communication to your participants can be golden. You will help your travelers be better prepared, and they will greatly appreciate your effort.

• Send a pre-trip email about 7-10 days before the trip begins.
• Introduce your history with the area they are visiting, what they will be experiencing, a general idea about the weather they will encounter, and about helpful gear to have (as this is in addition to what the company provided).
• Remind them the travel company remains their best point of contact before their trip.
• Confirm to see them on X date at Y time and provide a personal email and phone number.

If you don’t have access to this information, don’t worry, just make sure Golden Moment #2 is knocked out of the park.

Golden Moment #2: Checking-In 
This differs from company to company, but at the trip’s beginning, there is often a quick check-in followed shortly after that by a more formal welcome. This part covers the check-in. Keep the check-in short and sweet and down to a few basics:

• Welcome them; let them know they are in the right spot.
• Let them know where the nearest restrooms are and what the hotel’s Wi-Fi password is.
• Ask if they have all their luggage and if their check-in at the hotel was okay.
• Ask them to set their watches to the local time (many people use watches); their phones will auto-update.
• Inform them -although unlikely- where to gather if an emergency occurs (i.e fire alarm).
• Give them any welcome materials from the travel or expedition company.
• Let them know where/when to meet next, even if it’s in the same room.

Golden Moment #3: The First Night Welcome / Dinner / Presentation
I amend these depending on the situation such as the speed of when dinner is ready, how tired participants are, etc. My notes are for a group no larger than 24 travelers.

In the Room: (If this is possible, I have arrived much earlier to set up and review paperwork)

1. On each dining table, I try to provide a printed sheet with a URL or a process for the group to share photos of their shared experience.
2. I have set up a portable projector and my foldable fabric screen.
3. On a side table are hands-on items like topo maps, park maps, brochures, local natural history books, molds of animal tracks they might see, etc.

These are some core items to include in a first night’s welcome:

Start On Time, Show Empathy, and Have a Purposeful Welcome

• Start on time; inform them that you respect their time by being on time.
• Understand that many have traveled far, possibly from a different time zone, and are likely tired.
• Keep the first evening’s welcome (with dinner) to an hour and fifteen minutes.
• Announce that the trip’s experience has officially begun.
• Give a quick overview of what they can expect that evening and when you will be finished.
• Announce that their experience on this travel program has officially begun.

Introductions:

• Introduce any other staff (like a naturalist or area expert)
• Provide an overview of the uniqueness of the trip experience and why you are qualified to be their guide.
• Provide a space for the travelers to introduce themselves (I try to keep this to about 20 minutes, definitely less than half an hour.)
• Let people eat (depending on the situation, sometimes I start the evening directly with dinner, it really depends on the needs of the program at that time, so be flexible)

The Presentation:

• I usually start my presentation just as people are halfway through dinner.
• As a lead-in, I let them know about ways to share photos with the group during their trip. I also give them a heads-up that I’ll be leading a short and optional [natural history or interpretive] walk, at the end of that evening for those who might want to stretch their legs.
• Try to keep the presentation to 20 minutes with 5 minutes for questions
  • The presentation should be colorful with photos (from previous trips on the itinerary) helping to tell the story of the program.
  • I share my personal reason for being on that trip.
  • The rest of the presentation includes logistical info: the shuttle, the terrain, safety protocols, meals, communications, etc.
  • The 2nd to the last slide covers the weather for the next day.
  • The final slide includes 5 data points -what I want them to remember- and this slide is all about the next day:
    1. For a wake-up I suggest using their phone AND setting a time with the main desk; don’t use the in-room clock.
    2. Breakfast is at X time and Y location.
    3. Gear to bring (daypack, sunhat, sunglasses, etc.)
    4. We depart at X time at Y location (or if there is a speaker, or walk, etc.)
    5. I say that I’ll see everyone in the morning; for those interested in the short natural history walk join me in 20 minutes.

These first three interactions with your group are golden. Let them see that they are in professional hands, that you love what you do, that you respect their time, and assure them they will be having a life-enhancing experience on your adventure travel trip.

Whether you are running an eco-trip, daily hikes, a week-long active travel program, or leading a bus trip, participants like knowing what to expect. Providing them with good information -throughout the day at key times- can help you, and the travelers, focus on the rest of the trip. Here are some hard-learned tips.

I plan my updates the evening before, it’s often about 9 pm when I have returned to my room and can prepare my materials and what I need to be successful that next day. This includes updating the schedule to include recent updates, planning around unexpected changes, and mapping this out so the people I am responsible for can have a safe and enjoyable time. I usually write it out on lined paper, or waterproof paper for taking into the field, though an iPad or similar could be used for more in-city programs.

The daily updates look something like this:

Breakfast Announcements: (What to Expect That Day)

• A quick overview of the day.
• Specific information about the day (or outdoor activity or sightseeing walk). This includes the schedule, the weather, and what to expect. I also include any information about water, snacks, and what they can leave on the bus/shuttle, etc.
• I pass out any maps and remind them to review the additional trip information at a side table when they finished their breakfast. At the table are additional maps, brochures, natural history books, etc. There might even be a full trail description on foam boards or large paper that can be easily folded and moved.
• Briefly go over equipment and I make sure everyone has the needed gear they need.
• I mention how and when lunches are going to work (if lunch is boxed at they carry, or at a local cafe, etc).
• A point is made about the buildings we will visit, such as visitor centers, and I let them know if real bathrooms will be available or if this is something more basic.
• I end the announcements by letting them know that I’ll give another update at lunch or when a specific activity ends.
• Ask if there are any questions.

Lunch or Early Afternoon Update (What to Expect Later in the Afternoon)

• At this point, the day is about half over and I’ve had an opportunity to observe people. I watch to see if anyone is tired, or maybe needs to sit something out, if I notice this I try to speak with them in private before I give the group any updates.
• During this short update, I mention what the next activity is and when we should be returning.

Pre-Dinner Update (What to Expect That Evening)

• It’s late in the afternoon and people have usually finished up their hike or activity and are tired. I say I’ll be making an announcement about dinner ten minutes before we are back at the hotel.
• If they need to rest and recharge on the shuttle, I let them rest.
• When I make my update, I remind them about attire (casual, more dress-up attire, etc), and remind them if they pre-ordered any meals earlier in the week (and I pass around a list to remind them) or say if this is off the menu, etc.
• If the dinner is on their own I let them know about local restaurants either via a list or better yet with a hand-made map that I researched and made for them. I also announce that I will be dining at a certain restaurant, and those who wish to join me are welcome.
• I try to end on an upbeat note involving dessert, then the time we should be returning to the hotel where I will give another update.

Post-Dinner Update (What to Expect the Next Day):

• After dinner, everyone has a full tummy and hopefully is relaxed. Because of this, I keep what they have to remember to 3 items:
  • I give a basic overview of the day’s schedule,
  • Mention the weather and what is good to wear or pack.
  • Where and when I will see them next
• The process repeats: it’s often about 9 pm when I’m able to return to my room, prepare my materials for the next day, and organize what I need to be successful.

I’m always informing my travelers about what to expect throughout the day at key times. At the end of the day when I return to my room, I plan out the next day based on any recent changes, and the whole process repeats. I find I can use about 90% of the same materials on future trips, but it’s that 10% where new problems often hide, so I always have to review the schedule, make tweaks, and map things out for those on my trip.