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 would 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 exposed and in a precarious position about their honesty if anyone ever asked, “What happened to the money?”  Integrity and being mindful of others’ hard work mean everything in the hospitality/travel business. Having that 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 do this with a simple process. I’ve listed this as A, B, and C:

A) 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) 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 that 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 go into the staff room and I thank the person for doing that 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) Depending on the situation, I might email my manager at the main office about this being delivered. Regardless, I always include this photo when I electronically submit all my transaction receipts at the end of the trip for reconciliation. 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.

People on a travel itinerary, (also known as PAX, a short form for “passengers” in the travel industry) can sometimes select a hike that is beyond their current ability, and once on the trail, this can be disheartening, embarrassing, and even dangerous. How does a trip leader provide opportunities that allow travelers to make better decisions about hikes before they even set foot on the trail?

On this particular coastal trip, in Oregon, we have hikes that occur simultaneously (harder and easier hike options) that allow hikers with different interests and skill levels to participate. Throughout the program, I offer multiple opportunities for travelers to learn about upcoming hikes, this includes:

• Working with the travel company to maintain accurate information in the trip’s description.
• Presenting photos and information about the hikes in the first evening’s presentation.
• Maintaining a permanent table in our meeting/dining area that has trail guides, maps, and all sorts of interpretive materials and visual and easy-to-read trail descriptions.
• Provide a review of the hike the evening before, and the following morning along with current weather, temperatures, etc.
• Use a drip-information method for communicating, meaning this information is always available. One of the best tools for this is having easy-to-read laminated sheets (shown) that provide photos and hike details. These are perfect for including in the shuttle and for passing around during meals the day before that particular hike. I make sure everyone on the trip has an opportunity to review these.

The photo shows both sides of the same 3 laminated sheets. These include:

Sheet A: This includes the WHY I want them to review this. On one side is the name of the area being visited, “Cape Perpetua,” and the header, “What Hike is Best for Me?” The other side includes large text, “The attached documents were created to help you make a well-informed decision about the two hike options at Cape Perpetua. Please, review them. Thank you! – Trip Leader, Mark”

Sheet B: Has information on the SHORTER hike; on one side is a high-quality map showing elevation lines and the route. Included is information about the duration, elevation gain, length, and a description. This is the suggested hike for travelers who want a more relaxed experience, can look for whales along the coast, enjoy photographing the scenery, and see old-growth in a temperate rainforest. The other side has a full-color image of one of an area we will be visiting.

Sheet C: Has information on the LONGER hike; on one side is a high-quality map showing elevation lines and the route. Included is information about the duration, elevation gain, length, and a description. This is the suggested hike for those who want to explore the heart of a temperate rainforest, see lots of old-growth, and get their heart pumping with a gain of 1,000 feet. The other side has a full-color image of the hike.

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)

• 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.
• I have set up a portable projector and my foldable fabric screen.
• 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 welcome:

• Always begin on time and show empathy.
  • Understand that many have traveled far, possibly from a different time zone, and are likely tired. Respect their time by being on time and having a purposeful welcome. Always keep them informed if there is a delay. I try to keep the first evening’s welcome (with dinner) to an hour and fifteen minutes, no more than an hour and a half.
• Announce that the trip’s experience has officially begun.
• Give a warm welcome and a quick overview of what they can expect that evening and the time you will be finished.
• Provide a quick reminder about the uniqueness of the trip and why you are qualified to be their guide.
• Introduce any other staff (like a naturalist or area expert)
• 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, be flexible).
• I usually start my presentation just as people are halfway through dinner or finishing up.
• As a lead-in, I let them know about ways for sharing 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 is colorful with photos (from previous trips on the itinerary) helping to tell the story of the program.
  • I share my personal reason for being there.
  • 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 to join me in 10 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.