TRAVEL
Leading a Scuba Trip Part 2: The Trip Leader’s Role – by David Prichard and Lily Mak, Enchanted Sea Images, Inc., Dallas, TX
If you want to build up your dive travel business, you need to develop customer loyalty by keeping your cus- tomers happy with their trip experi- ences and ensuring they know you are “there for them” should prob- lems arise. This is the job of the fully-
This especially includes helping to ensure the group connects with the prearranged ground transportation at their destina- tion. Upon arrival, the Trip Leader assists in getting everyone checked in and handling the necessary paperwork (much of which can be completed in advance under the guidance of the Trip Leader). If there are any issues with the accommo- dations, the Trip Leader typically serves as the liaison between the group and the resort/boat management to resolve any issues or requests. The destination usually has an orientation which is a good time for the Trip Leader to meet manage- ment and confirm all prearranged activities and group perks are on the schedule. Before the trip, communication between the Trip Leader and travelers should include identifying any special occasions
engaged Trip Leader. Similar to the maître d' in a fine restaurant or a concierge at an upscale hotel, the trusted Trip Leader is there to guide the group through the mazes of the journey, help with any issues, and ensure that everyone returns home with big smiles on their faces, ready to sign up for the next offered dive package. Like Mr. Roarke on the Fantasy Island TV series, you are there
to help make their dreams come true. The work begins long before the trip begins. The Trip Leader should be involved in the planning process and know all the details. Even if the trip is part of a travel wholesaler’s package, the Trip Leader and the management team can negotiate extra incentives and activities with the destination resort or boat operation. Through these planning communica-
(birthdays, anniversaries, holidays, etc.) occurring during the trip, and coordinating with the destination’s staff to celebrate them. For example, if it’s someone’s birthday, the Trip Leader can bring a big birthday card for the group to sign and arrange for a birthday cake to be served. If a traveler has gear issues, the Trip Leader should offer assistance or es-
Group Trip St. Lucia
tions, the Trip Leader becomes familiar with key personnel at the destination, and in turn, they recognize the Trip Leader as the primary contact for the group. The same goes for the trip participants. The Trip Leader should meet everyone well before the trip, either in person or through online meetings, so travelers can associate a “face” with the “go-to” person who will guide them on this exotic journey. These meetings provide an opportunity for the Trip Leader to advise trip participants on purchasing or renting gear and accessories that would be useful at the destination, as well as to arrange continuing education courses that could be completed during the trip if the Trip Leader is an instruc- tor. While most dive trips don’t include airfare, the Trip Leader’s flight itinerary can serve as a reference for the rest of the group when booking their own flights. This allows you to act as a rally point at the airport, to guide your group to their destination ensuring they feel supported and “not alone.”
cort them to the dive center to see if repairs are possible. If someone falls ill or is injured, the Trip Leader should help arrange medical care and accompany them if needed. A Trip Leader should instruct the group to report any prob- lems they have with staff or dive guides so that the leader can inform management to correct any issues. In turn, the Trip Leader is also the liaison between the group and management should any issues arise ensuring problems are resolved ap- propriately. The Trip Leader also communicates any changes to the itinerary and that everyone is aware of daily plans. Upon a successful arrival back home from a great adven- ture, your trip participants should feel that they were “in good hands” under your leadership and will anticipate joining you
on the next incredible dive journey. The next article in the series will discuss how to build on a trip’s success, create excitement for future adventures, while building clientele.
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