On group trips, everyone wants plenty of time to enjoy their favorite stop on the itinerary.
There’s only one problem with that — the bigger your group is, the more slowly they move. And that means they’re likely to fall behind schedule. Running a tour on time is not just a best practice; it’s essential to help deliver on the promises you made to every customer. It also makes for a less stressful environment for everyone involved.
Here are five tips for keeping your group trips on time.
1. Start planning early
Planning out your time before you leave is a great way to prepare your group to get where they need to be, when they need to be there. While it may be tempting to squeeze everything you can think of into your itinerary, this can put you in impossible situations, as delays inevitably occur. Instead, build in buffer time at each location as well as extra time for getting from one stop to the next. This way everyone can enjoy each site, meal and activity to the fullest extent. A good rule of thumb is to add 20%-25% more time for a group itinerary than you would ordinarily spend if you were traveling on your own. And, if you have never been to the destination before, don’t be afraid to rely on local tourism professionals or an external agency for timing guidance.
2. Build in restroom breaks
When nature calls, there is nothing you can do but accommodate it. Building plenty of restroom breaks into your itinerary will help keep you from falling behind schedule or making unplanned stops. You should allow time for comfort stops when arriving at — and before leaving — each site. On the motorcoach, it’s important to make a stop if you’re traveling longer than an hour and a half. These stops can be attractions in themselves, like a cute shop, a place to grab a snack or a simple rest area on the way to the next activity.
3. Brief your driver daily
Motorcoach drivers know a lot, but they don’t know everything. That’s why it is important to brief them about the day’s travel plans every morning or even the night before. Doing so gives them time to prepare directions in advance if they need to avoid unexpected delays like traffic jams and road construction. Your driver can also give you an itinerary reality check. Let them know when your group needs to be at each stop so they can tell you if something on the schedule is unrealistic.
4. Set expectations with your customers
As a group leader, it’s your job to create a vision for a great trip, and part of that vision should be timeliness. It’s important to talk to your group about staying on time during the trip. Try to frame this goal in a positive light to avoid making people feel embarrassed or called out. A great time to mention punctuality is during a pre-departure meeting. Set your expectations, distribute the itinerary and allow people to ask questions. Then, once your group has arrived at the trip’s departure point, mention it again. You may want to give reminders via texts throughout the day, and you should make sure every customer has a digital version of the itinerary, too. Most of the time, these simple things will help keep the group on time.
5. Pay attention to stragglers
Sometimes accidents happen, but if you notice someone in your group is consistently late, it’s important to address the issue in a discreet, diplomatic manner. You should avoid talking to them about this in front of the group. Instead, pull them off to the side or find a moment alone with them to chat. Sometimes the solution is simple, like giving them a new copy of the itinerary or sending them a text when departure time is approaching, while other situations may require stronger measures. Always frame the conversation in a service-based tone and offer a solution to the problem. Asking “would it be helpful if” and giving tips and suggestions can solve the problem without making the customer feel bad.
