crew - standard operating procedures (sop) 2018 / 2019 · deal, wifi and laundry details to...

Grand Pacific Tours – Crew Standard Operating Procedures 2018/2019 14-Aug-18

Crew - Standard Operating Procedures (SOP)

2018 / 2019

The Crew Standard Operating Procedures (SOP) document outlines certain important aspects of operating a GPT coach tour and how it relates to the Coach Captain, Tour Guide and the traveller. Please ensure you familiarise yourself with the information listed below including the ‘Checklists’ and don’t hesitate to seek clarification if required.

Definition of Crew

Coach Captain (CC): Responsible for the overall management of the tour including driving the coach, maintaining the cleanliness and tidiness of the coach, luggage accountability and handling and providing commentary throughout the tour and liaising with NZ Operations as required.

Tour Guide (TG): Responsible for the ‘day to day’ wellbeing of the traveller, interfacing with all tour suppliers, co-ordinating optional activities and liaising with NZ Operations as required. The TG can also contribute to the commentary provided by the CC (after liaison with CC).

The Coach Captain and Tour Guide must discuss what is expected from each other and how to best contribute as a team – these discussions should take place at the beginning of the tour, and the Crew Standard Operating Procedures document will make these duties and responsibilities from each role clear. Dialogue between the Coach Captain and Tour Guide should be amicable and not with the microphone on!

CC TG ALL

Health & Safety

Crew Illness: Alert NZ Operations if you are ill before going on tour. Being ill while travelling on tour not only puts yourself at risk, but also the health of your travellers.

Health & Safety DVD: Play the DVD on the first coach day. This also applies to the first day of each tour module commencing. Also, check that the DVD player is functioning before going on tour.

Health & Wellbeing on Tour: An information card has been designed for travellers to review whilst on tour. Once the Health & Safety DVD has been shown, the Health & Wellbeing on Tour laminated card is to be distributed amongst the travellers for their review. The purpose of this card is to increase traveller awareness regarding the monitoring of their health and wellbeing and what they can do to minimise sickness on tour. It also reiterates what GPT (including the Coach Captain) do to ward off possible viruses. This card will be included as part of your Crew manual, NZ Operations can also provide extra cards at despatch if requested.

Coach Housekeeping: The CC should follow these guidelines in the attempt to ward off major viruses/sickness whilst on tour:

Spray the coach with disinfectant

Clean the coach air conditioning filters

Wipe down the coach handrails

Encourage personal hygiene amongst the tour group

Encourage regular use of the anti-bacterial hand sanitiser located on board the coach

Advise what type of food is and is not permitted to be consumed on board the coach

Coach Seatbelts: The CC should remind travellers that New Zealand law states that you must to wear a seat belt if the vehicle is fitted with one

Coach Toilets: To be kept unlocked at all times and clean for the duration of the tour.

Coach Water: Organise to have bottled water available to sell.

Coach Hand Sanitiser Dispensers: Ensure these are filled and always available for traveller’s use and that there is a back up stock on the coach for replenishment on the road.

Entering & Exiting the Coach: Ensure you assist travellers (if required) with disembarking and boarding the coach. CC responsible for front door and TG responsible for back door at all times.

ALL

CC

TG CC

CC

CC

CC

CC

ALL


Official Greetings

Representing GPT: Crew must be neatly dressed at all times and be wearing their Grand Pacific Tours name badge and uniform as issued. The use of mobile phones for personal use is preferably to be conducted in private away from the travellers.

Despatching the Tour: NZ Operations will despatch every tour prior to departure and introduce the Crew to the travellers. This is the ideal opportunity to acquire any stocks of maps, Optional Tour Directory’s, spare name badges and luggage tags plus the final night Tour Questionnaire prize

Welcome & Farewell: Greet all travellers on behalf of Grand Pacific Tours at their first night’s Welcome Dinner (TG) and on their first coach day (CC). At the conclusion of your tour, please thank all travellers for choosing to travel with Grand Pacific Tours. You are to be courteous at all times and treat all travellers equally.

Traveller Introductions: Ensure you provide the opportunity for travellers to introduce themselves early on. e.g. this can be done as part of your welcome by asking where everyone is from. This will enable individuals to ‘break the ice’ with fellow travellers. If travellers are departing or joining at different stages of the tour, ensure you also discuss this with the entire group, well in advance (refer Joiners Checklist). Ask travellers to extend their hand and introduce themselves to ensure the new comers feel welcomed. Not all travellers feel comfortable using the microphone, so this may not be the best option when conducting the introductions.

Single Travellers: Ensure special attention is made to those travellers who do not have a travelling companion on tour.

Introduce your fellow Coach Captain: To ensure a smooth transition between the North and South Island Coach Captains (on applicable tours only), ensure you introduce your fellow Coach Captain to the tour group within your commentary early in the tour. Use their name whenever referring to the other Island and how they will enjoy his/her part of the tour also. Explain that he/she is looking forward to meeting them in Wellington/Picton.

ALL

ALL

ALL

TG TG

CC

Tour Information

Head Count: It is essential that a head count is conducted each time travellers board the coach

Bag Count: It is essential that a bag count is conducted each morning prior to the coach departing. Bags must be loaded 15 minutes prior to travellers boarding the coach to ensure you are available as they board. The TG is to assist the CC when able to.

Daily Tour Timetable: If time changes are required for dinner or attractions, you must contact NZ Operations for approval. The order of the attractions must never be changed unless advised/authorised by head office.

Please ensure you call suppliers (using your own phone) ahead of time (especially during peak touring months) and reconfirm your arrival at each attraction and hotel. Ensure you quote supplier reference numbers when available.

When a tour clashes with an Ultimate tour at an attraction we have tried to stagger the times so that the Ultimate tour arrives 30 minutes earlier

Photo Opportunities: Ensure that some key photo opportunities are included throughout the tour

Shopping Stops: Too many organised shopping stops is a regular complaint, only include worthwhile opportunities

Seat Rotation: Signs are to be clearly displayed on the coach and seat rotation is compulsory on all tours which travellers must participate in as a condition of booking, it is not negotiable. Seat rotation should also be followed on tours with smaller numbers of travellers – have everyone follow the seat rotation plan and once everyone has their allocated seat then they can move to an unoccupied seat.

For single travellers, it is very important to get them seated appropriately - usually at the start of the tour

The seating arrangement needs to be managed rather than left to themselves and depending on the tour loading, they may be sitting with someone else. If this is the case, they need to be matched up as best as possible depending on size and personality. For single travellers paying the single supplement, this covers the sole use of a hotel room. The coach is not single seating and they may be required to sit with a fellow traveller (as noted in the General Info + FAQ directory).

TG

ALL

TG

CC

CC

TG


Tour Information (cont…)

For new travellers joining midway through the tour, advise them of their allocated seats based on the spare seats available (refer Joiners Checklist). This is to be done on their first night at dinner.

For Solo Tours, a separate seat rotation policy will be provided with the Tour Instructions.

Seat rotation will not occur on the following free days: Queenstown (all tours), Bay of Islands (all tours), and Wellington to Christchurch (GPR only)

Local Hosts: Included in your manual is a grid outlining when a GPT Local Host will be available to assist travellers. In Wellington for GPN 8 day joiners and the late arrival of the GPN 16 day travellers, Auckland GPN 14 Day departures only (leaving the tour around midday, Local Host will dine when more than 10 travellers) and GPS 1st night dinner at Skycity Hotel due to layout of Fortuna Restaurant. For Ultimate tours, in Auckland and Christchurch for first and last night of tour.

Commentary Guidelines: Commentary provided on board the coach is to enhance the travellers touring experience. Information provided needs to be concise, accurate and relevant. Some points to note are:

Keep personal stories and joke telling within the commentary to a minimum

No racial comments about other nationalities touring i.e. Asians, Indians, and Germans. An increase in travellers from countries such as UK, USA, and Canada etc has grown significantly. The travellers are not just Australian.

Only provide commentary relating to your touring Island

Do not say, “I do not work for Grand Pacific Tours”. As far as the travellers are concerned you DO work for Grand Pacific Tours and this statement is negative and confuses people

Switch the microphone off when talking to travellers individually (or the TG) on board the coach and in close proximity

Promote to travellers about sharing their positive feedback and photos on social media with #GPTNZ to go in a draw to win gift voucher

The TG can also contribute to the commentary provided by the CC (after liaison with CC)

Tipping: Any monetary contribution presented to the Coach Captain and/or Tour Guide by the traveller/s is based on individual appreciation and is not mandatory. Any reference to tipping made by the Coach Captain and/or Tour Guide to the traveller/s on a GPT tour is banned. Any mention of Crew suggesting a tipping amount to travellers will be investigated and their tour incentive payment withdrawn.

TG

TG

CC

ALL

Hotel Information

Hotel Departures: Do not depart any hotel prior to 8:00 am unless otherwise noted by the itinerary. Refer to the Daily Tour References and/or Master (Day by Day) Crew Instructions for each tour outlining times for meals and hotel departures.

Hotel Wake Up Calls: Ensure Wake Up Calls are booked with hotel reception. Remind travellers to ensure their in-room phone volume is turned up. Wake up call guideline is 1 hour prior to breakfast.

Hotel Meet & Greet: A requirement of Grand Pacific Tours is for each tour hotel to provide a formal Meet & Greet for every tour group upon arrival (prior to disembarking). You can reconfirm meal times, Wine Time deal, WiFi and laundry details to travellers, however the hotel should also inform travellers of these details and any other relevant details. All hotels must provide porterage and no traveller is to take their suitcase to their room unless they have requested this. Be present at the hotel foyer/reception until all keys and bags have been issued and delivered to each traveller. Remain in the foyer (approx. 20 minutes) to assist with additional traveller’s questions.

Hotel Luggage Delivery: Where possible when the group is travelling by rail or on free time, you should try and deliver luggage to the hotel prior to collecting travellers from the railway station or after free time.

Hotel Meals: GPT Reserved Signs should be used during all group meal times. Advise NZ Operations if hotel does not have signs or need replacing. Check the restaurant table settings at least half an hour prior to dinner time, ensure the correct number of settings has been allowed for (no more or less) and that ideally tables are set up as 6’s or 8’s. If something is not quite right discuss with the Hotel Manager or Restaurant Manager discretely away from the travellers.

ALL TG TG

CC

TG


Hotel Information (cont…)

You are to ensure that everyone is seated and comfortable and that the meal and service are of a quality standard. It is a requirement that the Tour Guide must be in attendance at each organised dinner.

You should dine with the group for dinner prior to the last tour night so travellers have the opportunity to say their farewells etc.

Advise travellers that it is against hotel policy for hygiene reasons for patrons to take food from the hotel buffet for external consumption (as also highlighted in the Health & Safety DVD and Staying healthy on tour laminated card). The CC will also advise of what food is and is not permitted to be consumed on board the coach.

Hotel Evacuations: You and your tour group MUST follow the hotel’s evacuation procedures. In addition, make yourself known at the designated muster station so the hotel staff know where to find you (if required). You are to complete a head count and talk to each traveller to ensure that they are okay. Ensure you obtain a Rooming List from each tour hotel upon arrival and use this as a checklist to ensure all travellers are accounted for.

Hotel Telephone Charges: Advise travellers that telephone charges apply at hotels. This is to avoid the disputing of phone call charges on checkout at hotels. Purchasing a prepaid calling card is an economical option that can be purchased at most convenience stores, service stations and supermarkets. Some hotels may still charge a ‘connection fee’ for prepaid calling cards.

Triple Share: Triple Share travellers will have received and acknowledged (signed) the Triple Share configuration for their particular tour (before arriving in New Zealand). The document outlines the bedding configuration at each tour hotel based on 3 single travellers sharing a room OR 1 couple + 1 single traveller sharing a room. The document also outlines the following:

Triple share bedding configurations are limited. They are subject to availability and cannot be guaranteed (especially in the instance when 3 x Single beds are required)

Where there are 3 individual travellers, some hotels cannot accommodate 3 x Single beds, therefore a Rollaway bed will be added to a Twin Room

Two rooms may be required at some hotels. We are unable to guarantee that the rooms will be located next to each other

Milford Mariner, due to the limited number of Cabins on board, preferred bedding configuration will be requested but not guaranteed. If travellers have not paid for the additional single cabin, they are aware that the family cabin allocated is 2 x Bunk Beds.

Single Travellers booked as Twin Share: Twin Share travellers (who have agreed to room share with an unknown traveller of the same gender whilst on tour) will have received and acknowledged (signed) the terms and conditions as stated below.

Agreeing that they will have no special room request, in particular due to a medical reason.

If they determine (whilst on tour) that they are not compatible with the person they have been matched up with and decide that they would like their own room, any additional costs incurred to make any changes in securing an extra room (set by the hotel at their discretion) will be at the traveller’s own expense and paid directly to each tour hotel.

All ‘single room’ requests must be submitted to NZ Operations. Prior to submitting the request, the Twin Share traveller should be advised that due to the short lead time, the per night cost could fluctuate depending on the hotel occupancy, anything from approximately $200 per hotel per night.

Based on the amount of remaining tour nights, the traveller should be provided with an estimated total cost, e.g. 5 remaining nights = $1000. Once the Twin Share traveller is clear on the estimated cost and still wishes to proceed, then the request should be submitted to NZ Operations. Alternatively, the traveller can risk getting a better deal on the day of arrival directly with the hotel. Ensure that the traveller has finalised his/her account before the coach departs the hotel.

If a Twin Share traveller is unable to look after him / her self, and this is affecting the enjoyment of the person they have been matched up with, NZ Operations must be notified for immediate action and discussion on how this situation will be managed.

TG

CC

TG

TG TG

TG


Traveller Information

Traveller Issues: NZ Operations is to be immediately alerted of any traveller issues as soon as they take place

Traveller Medication: Ensure you advise travellers that it is important for them to carry any vital medication in their hand luggage and not in their suitcase stored in the hold of the coach. Travellers should also be reminded to visit a medical practitioner as soon as illness is detected to prevent the spread of any viruses. They should refer to the guidelines as outlined in the Health & Wellbeing on Tour laminated card.

Traveller Special Requirements: Prior to the first morning tea stop, on the first touring day, ask travellers to advise if they have any special requirements, e.g. ground floor room or dietary requirements, and verify this with the information that you have been given. You will need to reconfirm these arrangements with the respective hotel and/or attraction.

For room & dietary requests these cannot be guaranteed. Traveller’s dietary requests are limited to Vegetarian, Gluten Free, Lactose Intolerant and Diabetic. Serious allergies will also be noted. Religious meal requirements will not be noted including any further intolerances - these need to be managed directly by the traveller.

Traveller Luggage: On the first day, ensure both sides of each baggage tag is numbered with a marker pen. Disposable tags can be used for any extra bags that are to be loaded on the coach and can be obtained from NZ Operations. No ‘packing down’ is allowed unless travelling on board the Milford Mariner Overnight Cruise or you have been instructed to do so via your Tour Instructions. The TG is to assist the CC when able to.

Traveller’s Group Tour Leader: Any Group Tour Leader escorting a separate group that is part of a Grand Pacific Tours departure, has signed an acknowledgement highlighting the requirements of travel to ensure ALL travellers receive the same high quality holiday experience i.e. they must abide by the GPT touring guidelines and Crew instructions. They must not treat their group any different to the remaining non-group travellers (if applicable). A copy of this signed document is attached as part of your Tour Instructions. Should you have any issues/concerns with a Group Tour Leader, please contact NZ Operations.

Traveller Refunds: If an activity is cancelled due to bad weather or operator problems please contact NZ Operations who will endeavour to confirm and arrange a refund for the travellers prior to the end of their tour. This will be handed to the travellers directly in Auckland or Christchurch. Please receive authorisation from NZ Operations that a refund has been approved for the travellers prior to advising them as refunds are not always guaranteed. If Fullers do not cancel the Dolphin/Hole in the Rock cruise due to inclement weather, but you think that the cruise should not go ahead, you must liaise with NZ Operations who will liaise with Fullers to confirm if a refund is applicable or not.

Traveller Tour Questionnaire & VIP Loyalty Program: Remind all travellers every couple of days to complete their Tour Questionnaire (master copies are included in your manual). Completed Tour Questionnaires (sealed in individual envelopes) are to be handed to the TG on the last night of the tour. The TG is to complete a draw to pick out one lucky winner and present a prize. The prize is to be given to the TG on the morning of tour despatch from the NZ Operations Manager. Tour Questionnaires are to be given to the NZ Operations Manager (if also present on the last night) or placed at Reception for NZ Operations Manager to collect post tour.

If travelling as a couple, only ONE Tour Questionnaire has been issued from Head Office. Should an additional copy be requested, please provide accordingly.

Traveller Loose Change Collection: Grand Pacific Tours is an official National Awareness partner of Dementia Australia (rebranded from Alzheimer’s Australia) since 2007. A collection tin will be made available at the traveller’s farewell dinner (selected tours only) for any loose change to be donated at their discretion.

ALL

TG

TG

ALL

TG

TG

TG

TG


On The Road

Mapping Out The Day: Important checklist of information to be shared with the group twice each day when on the road (refer Checklist). As the CC is responsible for the commentary, the appropriate etiquette of microphone time for the Tour Guide’s announcements would be to arrange at the start of tour how the TG will indicate/request access when on the road.

Accompanying The Group: Always accompany the group to all pre-paid attractions, including alternative transport arrangements such as Interislander, Tranz Alpine etc.

Department of Conservation Concessions: Coach parking or guiding travellers on conservation land is not permitted in New Zealand without a concession. GPT Tour Guides DO NOT hold a concession and cannot be seen as accompanying travellers on conservation land e.g. Huka Falls, The Chasm, Mirror Lakes, West Coast glaciers etc. Travellers should be advised to view the surrounds independently whilst the TG remains on board the coach.

Group Interaction: Involve each traveller in tour activities at all times and make them feel important. Always encourage the group/team aspect and keep the morale up.

Free Night Dining: Ensure travellers are updated with suggestions of where to dine on their free-night dining. Also suggest travellers check with hotel concierge for dining recommendations.

Group Meals: Attend every included group meal e.g. breakfast, dinner and ensure all travellers are seated and comfortable before you are seated (except on ‘free’ dining nights). Your constant communication with the travellers is a vital part of your role - many people say nothing when little things are not quite right but if you are on hand these can be attended to immediately. Dinner time is usually a great opportunity to recap on the day’s activities and get everyone talking. Please ensure travellers are aware of all dining options on ‘free’ nights. Each morning, it is essential that you are at breakfast at the designated time and no later. Welcome travellers and provide a cheery “Good Morning”. Advise travellers when to start board the coach to keep to the day’s schedule. Likewise with dinner you are required to be there at the designated time to welcome the travellers, mingle during wine time and check the restaurant set up. Encourage single travellers to sit with others so they don’t feel left out.

Touring Map: Highlight the tour route on the New Zealand map for travellers wanting this service

Tour Itineraries with Joiners: Important checklist of information to be covered when tour itineraries have travellers joining mid tour i.e. GPN 8 Day tour commencing in Wellington (Day 9) and GPS 10 Day tour commencing Christchurch (Day 10) (refer Joiners Checklist).

Optional Tours: Promote the optional tours included in the travellers Optional Tours Directory. Encourage each traveller to take their Directory with them on board the coach each day for easy referencing. Each optional tour has a code for easier identification by travellers. This is an internal coding system only and not one that the operators use.

Refer to your Tour Instructions for optional tours that have an allocation held with the supplier. You will need to contact the supplier to release the allocation even when it is not required. Allocations are held based on the supplier relationship with GPT and not available to all coach operators, therefore should be kept confidential.

During peak touring months and Chinese New Year, it is advisable to place bookings well in advance to avoid disappointment. GPS optional tours for the South Island should not be booked for the whole group until the South Island only joiners have been notified. Remind travellers that once Optional activities are booked, cancellation fees may apply depending on the timeframe.

Remember: For insurance purposes and the fact that Optional Tour Operators make a financial commitment to be in the Optional Tours Directory, ONLY those optional suppliers in the Optional Tour Directory are to be promoted. These can also be booked for the CC & TG with the supplier (usually free of charge).

Commission is split between the CC and TG and in most cases paid directly by the supplier.

Outbound Transfers: A copy of the arranged outbound transfers will be emailed to your hotel enroute. Reconfirm traveller’s outbound transfer arrangements directly with each traveller days prior to the farewell dinner and avoid allowing unnecessary changes unless it is a flight change. Any form not sent through or changes to be made must be channelled through NZ Operations with plenty of notice (if possible)

TG TG

TG

TG

ALL

TG

TG

TG

ALL

TG


Reports & Forms

Tour Instructions: Melbourne Operations Manager will email the Tour Instructions including the rooming list; certain tour reports and any applicable tour vouchers. Additional information to Tour Instructions cannot be requested e.g. traveller’s passport numbers, birthdays etc. It is imperative that all tour paperwork is printed and reviewed prior to the tour commencing.

It’s recommended that you have the tour rooming list on hand throughout the tour as this will be a useful document to refer to regularly.

Flight Report: Melbourne Operations Manager will email a copy of the traveller’s flight report to the TG and Local Host. Ensure you refer to the applicable tab as required and reconfirm traveller’s outbound transfer arrangements (when applicable).

Tour Reports: Upon immediate completion of each Island’s touring please forward your Tour Reports to NZ Operations as this will ensure any issues can be addressed immediately. The reports are to be in PDF format (not Jpeg/photo) and please add the tour code in the Subject field of your email. CC to send CC report and ALL OTHER REPORTS to be sent by the TG. No report/no incentive bonus payment allocated to that tour.

Optional Tours Reports: Record the total number of travellers for each optional tour on the summary report and contact applicable suppliers with the requested bookings. Completed Optional Tours Summary reports must be sent to NZ Operations at the completion of each Island’s touring

Traveller Contact Information: This form is to be photocopied and distributed amongst the travellers on board the coach. Travellers can fill in their details if they wish to keep in touch with their new found friends. Once completed please provide a copy to each traveller on tour (if requested).

Alteration to Traveller Numbers: Remember to complete the Alteration to Travellers Numbers Form at each venue if you have any travellers that do not attend any attraction, venue, cruise, etc that we have pre-paid. This form must also be signed off at the venue. Ensure you forward the completed form with your paperwork to NZ Operations at the completion of each Island’s touring. Forms that are not signed by the supplier cannot be processed by Head Office.

Lost, Stolen or Damaged Property Report: This report is to be completed if a traveller has had property stolen, lost, or when a traveller’s luggage is damaged at a hotel or while unloading from the coach. Please complete report, make a copy, and give one to the traveller as they may be able to claim it on their Travel Insurance. Do not mention to any travellers what they can/can’t claim insurance on, this is at the discretion of their insurance company. Keep the other copy and forward this with your paperwork to NZ Operations at the completion of each Island’s touring.

Property Retrieval Form: This form is to be completed when a traveller has left personal property at a hotel and/or attraction and it needs to be retrieved and delivered back to the traveller. The information provided on the form is to assist the Crew in organising the retrieval of such property which is to be made available at the last tour hotel. Grand Pacific Tours accepts no responsibility for the retrieval of lost or misplaced property. All costs associated in the retrieval of lost or misplaced property is at the owner’s expense. Ensure you forward the completed form with your paperwork to NZ Operations at the completion of each Island’s touring. Avoid involving NZ Operations with the retrieval of travellers property unless absolutely necessary.

Incident Report: This report is to be completed in the case of any incident that does not require a traveller to be admitted to hospital. Please forward this form with your paperwork to NZ Operations at the completion of each Island’s touring. This form is NOT to be passed on to travellers to complete, but they can be given a copy upon request.

Management of Traveller Illness / Hospitalisation: Key points; Reiterate to the group the importance of maintaining a high level of personal hygiene (e.g. washing

their hands regularly, covering their mouth if coughing or sneezing, use hand sanitiser etc.).

Once a traveller reports feeling unwell, they should seek medical treatment immediately. You may need to take them or at a minimum direct them to the nearest medical centre. Please refer to the Medical Centre list (located in your manual) for recommended medical centres or contact the hotel reception staff for assistance.

ALL

TG

ALL

TG

TG

TG

TG

TG

TG

TG


Reports & Forms (cont…)

Management of Traveller Illness / Hospitalisation: Key points (cont…)

Travellers are responsible for all charges that result from visiting a medical facility or medical practitioner visiting them. GPT is not responsible for the type or quality of the medical services received by the traveller. Travellers should retain their medical receipts as they may assist with any insurance claims they submit.

Travel insurance is recommended on the GPT T&C’s and is the responsibility of the individual traveller to obtain.

If a traveller is not able to participate in the day’s activities due to ill health, it is recommend that they stay back and rest up if possible. GPT can provide the traveller’s Travel Agent with an insurance letter stating the value of any missed touring arrangements. Do not mention to any travellers what they can/can’t claim insurance on, this is at the discretion of their insurance company.

If a traveller requires hospitalisation, please contact NZ Operations immediately with details. NZ Operations will be in daily contact with the traveller and monitor whether they will be re-joining the tour. Please also complete a Hospital Report Form and forward this with your paperwork to NZ Operations at the completion of each Island’s touring.

If more than 2 people fall ill on any tour at the same time a decision must be made in regards to these travellers continuing on the tour. Please call NZ Operations to identify the situation immediately you are aware of this giving your opinion of the situation and then awaiting instruction from them on the course of action to be taken.

Departing Travellers: If any travellers choose to leave the tour before the end of the tour please ensure that NZ Operations are advised and that the travellers complete, and have witnessed/signed, the Departing Traveller Agreement. Forward this with your paperwork to NZ Operations at the completion of each Island’s touring. When a traveller departs the tour due to illness please inform the rest of the travellers when an update on their condition is received.

Death: In the unfortunate event that a traveller passes away, please contact NZ Police first, then NZ Operations immediately with details. If the deceased traveller was travelling with a partner/companion, the partner/companion may wish to advise the next of kin personally. If the traveller is travelling alone or with a partner/companion who does not wish to contact the next of kin, NZ Operations will contact NZ police with the emergency contact details as provided on the traveller’s booking form at head office. The NZ police will then contact the police in Australia who will then advise the next of kin of the travellers passing. Once confirmation has been received that the next of kin has been advised, the travellers on tour can be advised.

TG

TG


‘Mapping Out The Day’ Checklist 2018 / 2019

Twice a day, a brief to the travellers letting them know what the plan is for the day ahead and the next day is important to ensure that everyone is not only timely but prepared. You will need to reconfirm specific details with the CC first thing in the morning each day and possibly during the day for updates if required.

Morning ‘Mapping Out The Day’ Talk

TG

Today:

Hotel Departure- Rooms/Safes Cleared All Items, Accounts, Keys

Destination – Distance and ETA

Attractions Visited – rundown of what is involved/included

Stops Enroute - Planned Comfort/Refreshment Stops, ETA

Free Time Available – When and Amount of time available

Special Occasions - Note to Group

Tour Questionnaire - Reminder Complete Each Day

Afternoon ‘Mapping Out The Day’ Talk

TG

Today:

Destination and Hotel Name

Estimated Arrival Time to the days destination

Hotel Location - Nearby facilities/attractions

Hotel Information - WiFi, Wine Time, Laundry (also reiterated by the hotel upon arrival)

Point out Location of Local Supermarket and Bottle Store near hotel (if available)

Evening times - Wine Time and Dinner


Seat Rotation - Note seat number today

Tomorrow:

Destination - Distance

Attractions Visited – rundown of what is involved/included

Stops Enroute - Planned Comfort/Refreshment Stops


Weather Forecast - What To Wear (dress in layers) e.g.Milford Mariner remember to pack swim gear & medication

Morning Times - Wake Up, Bags, Breakfast, Departure

General Reminders & Housekeeping

ALL

Everyday:

Meet & Greets - Stay on coach on arrival

Tour Questionnaire - Reminder to complete each day

Health & Safety

Optionals


Joiners Checklist 2018 / 2019

With module tours part of a full length tour, it is very important that both existing travellers on board the tour and new or departing joiners all feel that they are being valued and included exactly the same as all other travellers. This set of guidelines and checklist is designed to ensure that this occurs.

GPS – 9 Day Northern Spectacular : join GPS 19 Day tour Day 1 Auckland and depart Day 9 Wellington

GPS - 10 Day South Island Spectacular: join GPS 19 Day tour Day 10 Christchurch and depart Day 19 Christchurch

Day 8 – Masterton to Wellington (last night 9 Day travellers) The last night for the North Island only travellers, and for the North Island Coach Captain, ensure a farewell

opportunity is arranged, dinner at the Wellington Hotel is appropriate, ensure all on board are advised and aware. Please note: the restaurant conference room is not guaranteed

Please remember to collect the Tour Questionnaires from the 9 Day Northern Spectacular travellers who will depart the tour in Wellington on Day 9 and hand these to the South Island Manager at the end of your tour

Day 10 – Blenheim to Christchurch Advise the group on the number of travellers joining the South Island portion of this tour tonight

Encourage the group to make the new travellers feel welcome during Wine Time and dinner

Advise the group that a large part of your time tonight will be occupied with briefing the new travellers

Advise the group that you will be playing the Health & Safety DVD and handing out the Staying Healthy on tour laminated cards again the next day on the road

Day 10 – Christchurch (first night 10 Day travellers) On arrival to the hotel, contact all the 10 Day South Island module joiners and reconfirm to meet them at

6.00pm in the lobby. They will have received this instruction also in their documentation

6.00pm - If a more private area is available, such as an unoccupied conference room, space on a mezzanine level or a corner of the restaurant, once met in the lobby, this would be an ideal space to lead them to for their briefing. This would be arranged directly with the hotel by the Tour Guide on an adhoc basis and depending on the number of passengers joining the tour at this point

Mark names off on the Tour Guide passenger list. If some travellers are arriving late, please ensure you make arrangements to connect with them in the morning.

Confirm the timings for the following day (wake up/breakfast/departure time)

Brief these travellers on any relevant touring information, including how many travellers have already completed the North Island portion of this tour

Provide an update on who the Coach Captain is and the role that he/she will play and give an overview of your Tour Guide role

Explain the seat rotation policy and advise the new travellers of their allocated seats based on the spare seats available

Explain some smaller details, for example; ‘wine times’, hotel meet and greets – wait on the coach, water can be purchased on the coach, regular comfort stops etc (details that the North Island group will already be aware of)

South Island Optionals, there will be a need to touch on these immediately as some will need to be booked the very next day

Check that International travellers have received their documentation and merchandise on arrival to the hotel. Encourage them if items are not required to return the items to you the next morning for recycling

This is effectively the first day of the tour, you are covering the same details as in your 19 Day travellers welcome dinner

TG


Day 10 – Christchurch (Wine Time & Dinner) At 6.30pm, take the 10 Day South Island travellers to the bar area for wine time and introduce them to the 19

Day tour travellers

7.00pm, take the new group through to dinner to be seated

Ensure that you dine with the new travellers, ideally together on the one table, on this first night (You may need to check with the hotel that the seating arranged will suit prior to Wine Time)

Day 11 – Departing Christchurch (on board the coach) Remind the 10 Day South Island travellers to sit in their allocated seats as advised last night

Introduce the Coach Captain to the new travellers

Ensure the Health & Safety DVD is played (after the Arthurs Pass pick up) and ‘Staying Healthy on Tour’ laminated card shown

Remember that this is the first day for the new travellers and some of the “on the road” protocols and requirements need to be re-iterated including NZ seat belt laws

GPN – 9 Day Taste of the South Island: join GPN 16 Day tour Day 1 Christchurch and depart Day 9 Christchurch

GPN – 8 Day Taste of the North Island: join GPN 16 Day tour Day 9 Wellington and depart Day 16 Auckland

Day 8 – Fox Glacier to Christchurch (last night 9 Day travellers) The last night for the 9 Day South Island only travellers, and for the South Island Coach Captain, ensure a

farewell opportunity is arranged. If the Coach Captain is not staying at the hotel, then the last comfort stop of the day may be appropriate and then dinner at the Christchurch Hotel for the travellers

Please remember to collect the Tour Questionnaires from the 9 Day South Island travellers who will depart the tour in Christchurch on Day 9 and hand these to the North Island Manager at the end of your tour

Day 9 – Christchurch to Wellington Advise the group on the number of travellers joining the North Island portion of this tour tonight

Encourage the group to make the new travellers feel welcome during Wine Time and dinner

Advise the group that a large part of your time tonight will be occupied with briefing the new travellers

Day 9 – Wellington (first night 8 Day travellers, Wine Time, seated for dinner)

The Wellington Local Host will be the contact person for the joiners. They will mark them off their copy of the passenger list, share Wine Time and ensure they are seated for dinner with the 16 Day travellers (if ferry running on time)

On your arrival to the hotel, the Wellington Local Host will introduce the 8 Day North Island travellers to you

Mark off on the Tour Guide passenger list. If some travellers are arriving late, please ensure you make arrangements to connect with them in the morning

Confirm timings for the following day (wake up/breakfast/departure)

Brief these travellers on any relevant touring information, including how many travellers have already completed the South Island portion of this tour

Provide update on who Coach Captain is and the role that he/she will play and give an overview of your Tour Guide role

Explain the seat rotation policy and advise the new travellers of their allocated seats based on the spare seats available

Explain some smaller details, for example; ‘wine times’, hotel meet and greets – wait on the coach, water can be purchased on the coach, regular comfort stops etc (details that the South Island group will already be aware of)

North Island Optionals, there will be a need to touch on these immediately as some will need to be booked the very next day


This is effectively the first day of the tour, you are covering the same details as in your 16 Day travellers welcome dinner.

TG


Day 9 – Wellington (Dinner) Introduce the 8 Day North Island travellers to the 16 Day travellers

Ensure that you dine with the new travellers, ideally together on the one table, on this first night (You may need to check with the hotel that the seating arranged will suit prior to Wine Time)

Day 10 – Departing Wellington (on board the coach)

Remind the 8 Day North Island travellers to sit in their allocated seats as advised last night

Introduce the Coach Captain to the new travellers

Ensure the Health & Safety DVD is played and ‘Staying Healthy on Tour’ laminated card shown

Remember that this is the first day for the new travellers and some of the “on the road” protocols and requirements need to be re-iterated including NZ seat belt laws


Welcome Dinner Checklist 2018 / 2019

The Welcome Dinner on the first night of every tour (including for Module tour joiners) sets the scene and becomes an important part of how well the travellers will form their relationships with each other and their Crew. It is also a great opportunity to impart some very relevant information so everyone gets off on the right foot. Please ensure you wear your Grand Pacific Tours blazer and your name badge is visible.

Welcome Dinner

TG

Arrival at Hotel prior to Wine Time

Check in with Reception if all travellers have arrived and checked in

Check wake up call and breakfast/bags times arranged for the next morning

Check table setting, GPT table reserved signs are in place, number of travellers set is correct, special dietary requests arranged, check service timings are going to be on track

Allow travellers to complete their ‘Wine Time’ and not proceed to dinner earlier than arranged

GPS TOUR ONLY

The Auckland Lost Host will be positioned at the welcome desk which is at the entry of Fortuna restaurant (level 3) to welcome travellers and assist you to seat them in the restaurant.

Tables will be marked with GPT table reserved signs located at the back section of the restaurant. This section (when possible) will be partitioned with plant boxes to make it more private. Tables will be a short distance to the full bar with extensive beverage options.

Meet & welcome the travellers as they arrive. Identify yourself

Be seated for dinner. Hotel to take orders immediately

Immediately after orders have been taken, before entree delivery, make announcements (depending on the dining room set up and number of other guests dining, this may require a table by table process rather than a stand up speech)

Run through the arrangements and timings for the morning, bags outside door, can leave hand luggage in room and pop back after breakfast.

Boarding the coach, advise where the coach will depart from, seat anywhere, couples should sit side by side, seat rotation will apply throughout the tour. Depending on the singles make up of the traveller list’s and total number of travellers, advise singles to seat with another traveller when boarding

Extra bags can be tagged using the disposable tags, these can be handed out if required during dinner or will be available in the morning also. Travellers are to bring the extra bags to the coach in the morning after the luggage has been loaded. Ensure travellers have checked their room for lost property, returned hotel room keys in and have settled their room accounts


Introduce the Coach Captain (present or not) and that he is officially on duty the next morning, the NZ Operations Manager will be present in the morning

Encourage travellers to read their General Information + FAQ directory after dinner and go through the next day’s Optional Tours to be considered, so they can be prepared.

Advise you are present until the end of dinner if there are any queries

Go around the table after main course and check on meal satisfaction


Farewell Dinner Checklist 2018 / 2019

The Farewell Dinner is an opportunity for our travellers to not only reminisce on the many memories created on tour, but hopefully sharing them with their new found friends. Please ensure you wear your Grand Pacific Tours blazer and name badge.

Farewell Dinner

TG

Usually, Wine Time is at 6:30 pm and then dinner at 7:00 pm to be held in a private room (subject to availability – you can reconfirm directly with the hotel)

Allow travellers to complete their ‘Wine Time’ and not proceed to dinner earlier than arranged. Drink orders should be placed with the waiter/waitress or purchased from the hotel bar (own expense)

Pick up Dementia Australia (rebranded from Alzheimer’s Australia) donation box from reception (which would have been provided by NZ Operations)

Traveller’s airport departure transfer details are sent to the hotel a few days out by the transfer operator so you can refer to when reconfirming details with each traveller

Check table setting, number of travellers set is correct, special dietary requests arranged, check service timings are going to be on track, GPT table reserved signs are being used

At the start of dinner introduce the entertainment/band (not applicable for tours concluding in Auckland). Entertainment for tours concluding in Christchurch with 20 or more travellers will be organised by Melbourne Operations Manager. For tours with less than 20 travellers, NZ Operations (Christchurch) will arrange a pre dinner drink per traveller to be charged back to the GPT account.

Mix and mingle with travellers. At this time reconfirm departure transfer timings

Confirm breakfast boxes for those travellers with early flight departures (ensure you also reconfirm this arrangement with the hotel)

Advise the hotels normal breakfast and check out times for those not leaving early

Go around the table after main course and check on meal satisfaction

Collect Tour Questionnaires and complete a draw to pick out one lucky winner and present a prize (the prize is to be given to the TG on the morning of tour despatch from the NZ Operations Manager)

Advise travellers that they can donate their loose change (at their discretion) to Dementia Australia (rebranded from Alzheimer’s Australia) via the donation box.

Tour Questionnaires and the Dementia Australia (rebranded from Alzheimer’s Australia) donation box are to be given to the NZ Operations Manager (if also present on the last night) or placed at Reception for NZ Operations Manager to collect post tour

Thank travellers for travelling with GPT and wish them a safe journey home

crew - standard operating procedures (sop) 2018 / 2019 · deal, wifi and laundry details to...

Documents