LEADER Manual
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Table of Contents INTRODUCTION: ON BEING A LEADER .................................... 3 Defining Roles: Leader vs. In-Country Guide; Pre-Trip Meetings
your duties as a leader...................................................... 4 Initial Briefing; Communication During the Trip; Advice to Participants; Precautions to Observe
General Topics...................................................................... 8 Care and Treatment of Participants; Working with In-Country Guides; Special Problems
Health and safety ............................................................. 10
First Aid and CPR; Things to Watch For; Special Problems; Minor Injury and Illness; Serious Injury and Illness; Using Local Medical Facilities; What to do if a Serious Problem Occurs
Lost items and other issues ............................................ 14 Passport; Money; Credit Cards; Lost or Damaged Luggage; Personal Articles; Reporting a Theft; Delayed or Canceled Flights; Hotel Overbooking; Itinerary Changes
Participants.......................................................................... 18 Difficulties; Pace and Participation; Handling Yourself
General Trip administration........................................... 20 Before You Go; Departure; Arrival; Every Day; Head Counts; Baggage Counts; Checking In and Out of Hotels; Tipping Local In-Country Guides; Heading Home; Customs Declarations; Financial Matters
Notes...................................................................................... 25
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Introduction: On being a leader Whether this is your first time bringing a group in the field or you’re a veteran leader, we’re here to support you every step of the way to ensure your upcoming trip is a success. Foreign travel can often bring unforgettable and surprising experiences. While the unexpected is part of what makes each trip exciting and unique, planning for unforeseen situations can help ensure your journey goes smoothly. This informational packet is intended to inform and refresh your memory so you can begin your journey confident with the knowledge of your roles and responsibilities as the group leader.
DEFINING ROLES: LEADER VS. IN-COUNTRY GUIDE Together, the Leader and In-Country Guide form the leadership team. Each has an equal amount of responsibility, but in different areas. Leader (That’s you)
In-Country Guide
Initially part of group – meets group at U.S. gateway, upon arrival in country, or at hotel.
Meets group upon arrival in country or at set point in country.
Often imparts specialty knowledge (e.g. expert biologist) and will provide lectures/ informal discussions.
Expert on local people, environment, customs, etc. Will add to the experience by educating group in such areas.
Often represents an educational institution, a conservation organization or other (e.g. museum, aquarium, etc.).
Independent or with in-country tour partner.
Works in partnership with In-Country Guide, but generally is not as involved in logistical issues like hotel check-ins and handling baggage.
Works in partnership with Leader and takes care of logistical issues.
Begins trip with a good idea of where the group comes from and what they will be expecting. Creates pre-trip community.
Knows the participants only from information supplied by Holbrook Travel.
May or may not have advanced first-aid training.
Is certified in first aid and CPR. Understands emergency procedures, and fills out incident reports.
Is extra aware of group dynamics in order to ensure satisfaction among participants.
Is less familiar with personalities of participants, but works with Leader to take group readings.
Takes an authoritative role with maintaining proper foreign and group etiquette.
Observes behavior and works with Leader to communicate proper etiquette.
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PRE-TRIP MEETINGS Before every trip, we encourage you to engage in a pre-trip discussion with the local guide and/or the in-country field office. If this is something you’d like, we can help to arrange this meeting for you. Your In-Country Guide will have firsthand experience with the activities your group will engage in, so talking before your departure will give you a valuable opportunity to ask important questions, set expectations, and prevent problems from occurring. Suggested topics to discuss with your In-Country Guide: • Initial meeting time and place • Equipment or clothing necessary for activities • Language barriers and foreign etiquette • In-country transportation • Potential problems You will also need to arrange a meeting with your participants and any other leaders. By getting participants together prior to departure, you are able to relay pertinent information from the In-Country Guide, answer questions, and in some cases, meet your participants for the first time. Breaking the ice, if necessary, may be much more effective while still in the U.S. If participants are in different locales, a meeting via electronic means may be arranged. We encourage you to take advantage of email, social media, and other online methods of communication to build rapport before departure.
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your duties as a leader Communication is one of the most important aspects of your role as Leader. Arrange an informational session at each strategic point in the journey to ensure everyone has all necessary instructions. If the group is meeting at the airport, use that time for an initial briefing. Upon arrival at your destination, there should be a complete orientation session. This will usually be handled by the In-Country Guide, with your help and input.
Breaking the ice If your participants have never met before, it’s a good idea to make an effort to break the ice and begin building camraderie as soon as possible. Ideas: • Two truths one lie: Everyone has to think about two truths one lie about themselves and take turns to say them out loud. Then, everyone has to guess which one is the lie. The correct guesser goes next. • Interview: Divide the people into pairs and ask them to take three minutes to interview each other. Each interviewer has to find three interesting facts about their partner. Then, everyone takes turns to say them out loud. • Would you rather…?: Get the people in a room and make two lines, one line in front of the other. Have a list of 20 questions about would you rather... (i.e. eat broccoli or carrots?) Ask people to move to the line they want according their preferences. • Around the World: The leader begins by saying the name of any country, city, river, ocean or mountain that can be found in an atlas and the person next to him must say another name that begins with the last letter of the word just given. At the beginning define the time limit and no names can be repeated. (i.e. first person: London, second person: Niagara Falls, third person: Switzerland). The person that takes too long to answer has to introduce themselves.
Initial briefing Upon arrival in the country, you should conduct a briefing to discuss several topics with your participants: • Safety • Foreign etiquette 5
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• Care of valuables • General health procedures, including drinking water, etc. • Handling baggage • Currency conversion procedures • The first day’s schedule • General procedures for checking in and out of hotel(s) or lodge(s) • Explanation of roles: Leader vs. In-Country Guide This is a good time for a pep talk about group living — be on time (this is very important!), be considerate of others, pay attention and follow any instructions you are given, and so on. Let participants know that you are there for them, and that they should come to you with problems, questions, and concerns. It’s important that you encourage participants to do this, because: 1. You can’t deal with a complaint or problem if you’re not aware of its existence. 2. You must know what participants need and expect of you. 3. You need to have the overall picture of what’s going on with the group. Try to act as the funnel of information between the group and the In-Country Guide whenever possible so that you don’t wake up one morning to discover that one vocal participant has reorganized the entire itinerary. Make sure to set aside plenty of time for questions.
COMMUNICATION DURING THE TRIP Let participants know what to expect on a regular basis. Important information, such as departure times and eating arrangements, should be announced in a group session. Each and every time the group disperses, be sure that they know when and where to meet again. Keep the participants informed of possible hazards with regular announcements. Ask followup questions to be sure each participant has heard and understood. Be able to anticipate problem situations and advise the group accordingly. Make sure your participants have clear expectations for each day.
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Advice to Participants General • Look after belongings and do not leave them unattended. Keep your passport and other important documents safe. Losing these could cause serious delay. Cities • Don’t walk alone in cities. • Walk in pairs or in groups in other localities. • Don’t walk in cities at night. Take taxis in pairs or groups. • Watch for traffic; be aware of reversed traffic flow. • Leave valuables in a safe at the hotel. • Don’t wear flashy jewelry or watches. • Hold on to camera gear and pocketbooks securely. If your In-Country Guide tells you not to take them with you to a certain location, don’t! Water Sports • Don’t swim in unknown places. There may be parasites, dangerous wildlife, strong currents, rocks, or other hazards. • Use care around coral and rocks. • Stay together; don’t swim away from the group.
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• Anticipate vehicle movement and be sure participants sit down before the vehicle moves. • If there are seat belts, they should be used. Cruise Boats • Go over evacuation procedures. Stage an evacuation drill. • Make sure all participants have a life jacket and know where it is. Have the group practice putting them on. • Advise participants not to go out on deck if the seas are rough. Small Boats • Participants must be careful getting in and out as the boat may rock or shift suddenly. • Participants should remain seated at all times. • Life preservers must be worn at all times. Walking • Do not allow participants to stray from the group. • Tell participants to stay together in dense forests where trails are unmarked or nearly so. • Keep pace with the slowest participant. • Set a reasonable pace to prevent injury and mishap. • Use care on slippery trails, near cliffs, and on other uneven surfaces.
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General Topics Care and treatment of participants When leading a group, it is critical to give special attention and care. Make sure the participants have heard and understood all of your communications to the group. You may have to repeat and reinforce information. If in doubt, have participants repeat the information to you, or ask a few questions about what you just talked about to verify their comprehension. Be aware that those who don’t hear well may be too self-conscious to admit it.
Working with In-Country guides Confer with the In-Country Guide(s) frequently to make sure that things are going smoothly and to convey any requests from the group. Confirm morning departure times, meal times, picnic lunches, scheduled activities, and optional activities. When working with people from a different culture, remember that the way they interact and even their basic approach to life may be different from yours. Americans are accustomed to a direct, taking-care-of-business approach, which may be offensive elsewhere. Many cultures have a prescribed ritual of greetings and pleasantries that must be gone through at each meeting. Keep this in mind and begin with some general pleasantries (nothing too personal, as that can be offensive too). Make sure your In-Country Guide knows that you are working together as partners, rather than in the roles of you as supervisor and he or she as subordinate. English may be a second language for the In-Country Guide. Don’t assume you’ll be completely understood the first time you say something, even if he or she smiles and nods and says, “Yes, I understand.” Verify that they have understood. Similarly, be sure that you understand what your In-Country Guide means, not just what he or she says. It is customary in many parts of the world to never say no to anyone. If the issue is important, discreetly discern whether yes is a guarantee, a possibility, or simply a polite response. Timing can be very important when conducting a group of participants from place to place. If your In-Country Guide’s time frame differs from yours, don’t use vague terms in planning a rendezvous. Set a definite time. In facing a frustrating situation, an angry reaction is likely to be ineffective, or even counterproductive in other cultures. You will lose face and may severely embarrass the other person. Smile and appeal to his or her sympathy, reason, or amazing ability to accomplish the impossible.
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Be respectful of your In-Country Guide’s authority and capability. If you are working with a crew of driver-guides in East Africa, one of them will be the head driver-guide, to whom you should address any problems or questions. In-Country Guides know their country and the trip itinerary. They know which activities can and can’t be changed or added, and the degree of difficulty of a given excursion. On the other hand, it is your responsibility to know your group. If someone has special needs, work with your In-Country Guide to accommodate this without unduly limiting the rest of the group. On occasion it may be necessary to gently discourage someone from participating if you feel they might endanger themselves or the group. Use your best judgment. Adhere to the planned itinerary as much as possible. Don’t change anything unless it’s absolutely necessary. Even a minor change may throw off the rest of the day. If a change is completely necessary, don’t make changes without the agreement of all concerned; if there’s no clear consensus, go with the original itinerary.
Special problems It is important that you watch for drug use. If you suspect that any participant is engaging in this or any other illegal activity, put an end to it immediately. If the problem continues, contact our in-country partner and Holbrook Travel. We may have to remove the participant or participants from the trip.
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Health and safety First Aid and CPR We prefer that every tour leader, whether U.S. or In-Country, be certified in basic first aid and CPR. If you are not certified, do not perform any task that you have not been trained to do, as there is a chance it will only make the situation worse. If you’re interested in becoming certified (or recertified), there are CPR certification classes offered across the United States. Most classes are relatively inexpensive and only take a few hours. Your local American Red Cross or American Heart Association will be able to point you in the right direction if they aren’t offering classes themselves. http://redcross.org http://heart.org
Things to Watch for Serious problems with health or safety rarely arise. Still, you may encounter potentially dangerous situations, especially in less-developed countries where good medical facilities may be remote. Acquaint yourself with the possible risks (vehicles, boats, city dangers, and wildlife are just a few) and inform participants. Anticipate potential problems and keep your eyes open for trouble spots. If anyone encounters a serious health problem on the trip, special measures must be taken. These measures may be complicated and costly, so make sure that the participant is really in need of emergency care and not just temporarily ill with something like minor stomach trouble, a headache, fever, or sprain. Such instances do not warrant emergency action. It’s up to you to make the judgment in any given situation and act accordingly. Familiarize yourself with the participants’ personal information so you’ll know of potential problems.
Special Problems Diarrhea Diarrhea is a common complaint and usually passes within a few days. Sufferers should drink lots of fluids to combat dehydration. Make sure drinking water is safe — choose bottled water or make sure tap water has been boiled if you have any doubts about its safety. If there is accompanying fever or blood in the stool or the diarrhea continues for more than three days, seek medical help. These warning signs may indicate a more serious problem, such as dysentery. 11
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Altitude sickness Participants can display a range of symptoms, including headache, fatigue, shortness of breath, lack of appetite, and disrupted sleep. If anyone experiences difficulty breathing, severe headache, or gurgling in the chest at an increased altitude, immediately take them down to an altitude of no more than 8,000 feet, and get medical help. Severe altitude sickness can be life-threatening. Transderm Scop patches These are widely used to prevent motion sickness. If anyone develops vision problems (blurry vision or inability to focus), seems unusually clumsy or unsteady on his feet, or becomes disoriented and has trouble concentrating, the patch could be the culprit and should be removed. Malaria Malaria is a possibility in many parts of the world, even if preventative medication is being taken. Symptoms include high fever, shaking, chills, headache, and muscle ache, followed by profound sweating. Almost always these will recur in 48- to 72-hour cycles, with apparent recovery in between. Get the participant to a doctor as soon as possible. Heat reactions Heat reactions can be very serious if not recognized and dealt with immediately. Heat stroke is very dangerous; it generally produces hot, red, dry skin, with the pupils of the eyes severely contracted. Get the victim out of the heat and cooled off by immersing in cool water or wrapping in wet sheets, and get medical help as soon as possible. Remember that heat is lost through the head most rapidly, so begin the cooling process there. Another serious reaction is heat exhaustion, which produces cool, pale, damp skin and dilated pupils. The victim should be cooled off as soon as possible. Sunburn Sunburn can quickly ruin a trip. Keep your eye on your participants, and remind them to use sunscreen or cover up, especially on their feet if they’re wearing sandals. Consider bringing extra sunscreen to share with the group.
Minor injury and illness Minor problems can include intestinal and stomach disorders, diarrhea and dehydration, heat stroke, mild altitude sickness, fevers, sprains, etc. Before you go, familiarize yourself with the symptoms and basic first aid treatments of these problems. Take along a simple first aid kit. Always be informed as to where the nearest first aid and general medical facilities can be found. Because of personal liability, offer first aid only with the consent of the participant (consent is implied if the victim is unconscious) and only if you are properly trained. Do not offer medications of any kind! 12
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Where medical help is readily accessible, encourage the ill or injured participant to let you call a doctor. Check with your lodge’s or hotel’s desk as they will know what is available. With severe stomach or intestinal complaints, the problem may be one the local doctor is used to seeing and treating in tourists. Whatever the problem, it is up to the participant to accept the doctor’s care and recommendations. Costs for a medical consultation and treatment are the responsibility of the participant, who should keep all receipts, as insurance may cover the cost. If medical help is sought, accompany the participant to the facility and be present during the consultation, if possible. Your participant will most certainly need your support, your ears, and your clearer head. During recuperation, check up on the participant regularly, and show your concern. Do not offer to pay for or let the In-Country Guide pay for medical services. This is the responsibility of the participant. If you pay for them, it may be construed as an admission that you were responsible for the occurrence.
serious injury and illness If you encounter a serious emergency, take a deep breath, compose yourself, and then assess the situation. The basic approach is to do what you can without taking chances of making things worse. If the situation calls for CPR or first aid treatment, you know how to administer it, and it is safe for you to do so, go ahead. If you don’t know the procedures, don’t try. This could jeopardize future recovery efforts. If the participant is conscious and able to respond, legally you must ask for his or her consent to help before you start. Consent is implied for a participant who is unconscious, badly injured, or too ill to respond.
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Send for help immediately. There will probably be others nearby who can help you. Your In-Country Guide will almost certainly be with you and will know how to contact the right people to get help. Proceed as if the participant is alive, even if they don’t appear to be. Make sure that both our in-country partner and Holbrook Travel are informed of the situation as soon as possible. If emergency evacuation is needed, we’ll have to arrange for it and notify the family. An insurance claim made later for a medical emergency or an emergency evacuation will almost certainly not be paid by the insurance company unless the company is notified prior to any action taken. Actions such as an operation or a flight home fall into this category and need to be reported. Holbrook Travel will help you in an emergency situation from our office or, if need be, by sending a member of our staff to assist you. Do everything you can in the knowledge that you’re not alone, nor solely responsible. Pay attention to what is going on. It may be important later to remember the setting, the conditions of the situation (weather, natural hazards, etc.), what precautions were given prior to the incident, what led up to the problem, the exact sequence of events, and what each person involved did at each point. Take notes on what occurred as soon as possible, and be prepared to write an incident report. As the Leader, get as personally involved as you can. This does not necessarily mean that you should take charge if there is someone else better prepared or more familiar with the situation. It could mean accompanying the injured participant to a medical facility, dealing with local authorities or the traveling companions of the participant involved. Spend time with and be supportive to the rest of the group as much as possible. 14
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If the worst should happen and one of your participants dies, notify Holbrook Travel and our in-country land partner immediately. We’ll need you to supply information to us, the in-country partner, and authorities.
USING LOCAL MEDICAL FACILITIES Medical care and facilities in other parts of the world are often not up to U.S. standards. It is up to the participant to accept or reject the care offered. Do your best to help them understand the situation and what care is being offered. There may be red tape to get through, which is another reason why you should be with the participant involved as much as possible. If you can, have your In-Country Guide or a local person go with you to help. When visiting a local facility, make sure the sick participant has money to pay for the services, and be sure to bring both your passport and theirs. If treatment is accepted by your participant, document (officially or otherwise) what was done and details of any medications administered. This can be helpful to medical personnel at home if continued treatment is needed.
CHECKLIST: WHAT TO DO IF A SERIOUS PROBLEM OCCURS 1. Assess the situation and do what you can, but only what you are properly trained to do. 2. Get help as soon as possible. 3. Notify Holbrook Travel, the in-country partner, and an emergency contact as soon as possible. 4. Do whatever you can to help. 5. Document everything as well as you can.
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Lost items and other issues The first thing to do when anything important is lost is to notify the guide and our incountry partner, and usually they will be able to help you straighten things out. Holbrook Travel should also be notified, as there are often ways we can help from here.
Passport Passports are probably the most serious thing that a participant can lose. Getting the necessary replacement can take a lot of time. The participant must fill out the necessary forms, will need two passport photos, and must appear at the nearest U.S. Embassy. As soon as possible after the passport is discovered to be missing, accompany them to the embassy to get a replacement. It can be immensely helpful to have a photocopy of the picture and information pages of the missing passport, so if these are available you should advise them to to take them along. Ask the embassy specifically what’s required and then do it as quickly as possible. The participant won’t be allowed to leave the country without a passport.
Money If the money lost was hard currency, the chances of recovering it are small. Lost money is one of those situations when the individual will need some extra support from you. If the missing funds were in the form of cash or traveler’s checks and a theft was involved, accompany them to report it to the local authorities as soon as possible. If there are potential language problems, your guide should go with you too. Take copies of any paperwork involved when you go to get the checks replaced. To replace the checks, find the appropriate office (as in the case of American Express checks), or bank (e.g. a bank that issues Visa cards for Visa traveler’s checks) as soon as you are in a location where such services are offered. Your participant will need their passport and the numbers and issuing dates of the missing checks. If the loss leaves your participant without sufficient funds and he or she has no way to personally replace them, they will need a loan to cover reasonable expenses for the rest of the trip. If you have the money, you can make the loan, and Holbrook Travel will see that it’s repaid to you as soon as you return. If not, our in-country partner can probably advance them the funds. Ask them to check with our office if they are hesitant to do so.
Credit cards Lost or stolen credit cards should be reported to the issuer as soon as possible, as the cardholder may be held responsible for any charges made with the card without prompt notification. Get in touch with Holbrook Travel, either by phone or through our in-country 16
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land partner, and we can help with the necessary phone calls to cancel the cards. The theft should also be reported to the local authorities. Be prepared! To cancel a credit card, you’ll need: • a list of the missing cards • the issuing agencies • the name of the cardholder • any information required to identify the cardholder (e.g. mother’s maiden name)
Lost or damaged luggage Lost baggage is an ever-present possibility. It usually shows up after a day or two, but can cause problems in the meantime. If a participant’s luggage is missing when they arrive at their destination, they should fill out a claim report at the airline’s office while at the airport. The representative meeting you at the airport will know the procedure. When the lost luggage has cleared customs, the bags will be sent on to the location of the group. In the meantime: 1. Reassure participants that their luggage will be forwarded as soon as possible. It is upsetting to arrive in a strange destination without personal belongings. Participants in this situation need special attention. 2. Advance or loan $100 to each participant so that they can buy essential items. If you don’t have enough money, our in-country partner will advance the money and Holbrook Travel will reimburse them. Make sure those whose luggage is lost get to a shopping area where they can make their purchases. Expenses may be claimed if insurance was purchased. 17
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Damaged luggage will need to be reported when and where it happens. If it comes off the airplane already damaged, immediately report it at the airline office. If it arrives at the hotel with damage – for instance, its handle missing – that is the responsibility of the driver or handler. Your In-Country Guide can help you assist participants with this, as he or she will know best to whom to address the problem. If the damage is extensive, whoever is responsible should arrange to have it fixed and pay for it. The chances of getting a new bag are slim, and sometimes it won’t even be fixed – it depends on where in the world you are and how long you have before you move on to the next stop. If this is the case, the victim will either have to make do or buy a new bag. Do what you can to help in this situation. If the damage can be considered normal wear and tear, it’s probably more trouble than it’s worth to try to get anything done about it. However, if your participant considers it a real problem, make some effort on their behalf.
Personal articles Before and during the trip, remind participants often to look after their belongings. Drivers and In-Country Guides are good about keeping track of luggage, but it is ultimately the responsibility of the owners to make sure their things get transported from their room to the bus each day. If participants leave cameras or purses lying around, remind them of security (tourists from other groups can also be thieves). When your In-Country Guide warns you to be especially careful in a particular area, do so. It is a good idea to make use of the safe deposit boxes provided by most hotels to store excess money, passports, and valuables during your stay. If there is no safe provided in the room, you can ask the reception desk to hold on to valuables.
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Reporting a theft Any substantial theft should be reported to local authorities, whether or not there is hope of redress. The participant may want to try to file an insurance claim when they return home (or notify their guardian in the case of minors), which will require an official report of the theft. Your In-Country Guide or in-country partner will know how to go about this. You should accompany the participant to do this, and if there is a potential language problem, have your In-Country Guide or another translator along as well. Be sure your participant gets copies of all paperwork.
Delayed or canceled flights As anyone who travels knows, delays and cancellations happen. If it’s just a matter of throwing the schedule off a bit, simply grin and bear it and encourage others to do the same. If the delay causes you to miss a significant portion of your itinerary, you may have to juggle things to make the best arrangements when you finally get to your destination. Try to keep in the itinerary what is most important (or what’s most important to the most people). Confer with the group, and also with the in-country partner to see what changes are desirable and what is possible. If the delay causes you to miss another flight, your In-Country Guide or in-country partner will probably be the best one to deal with it. If the problem can’t be worked out on the spot, have them notify Holbrook Travel, as we can often help. If it appears that the only way out is to buy new tickets (although this shouldn’t ever legitimately happen!), Holbrook Travel must be notified to authorize and work out payment. If your international flight back to the U.S. is delayed or canceled, let Holbrook Travel know. We can help rebook domestic flights and notify families of the delay. If the delay forces you or a participant to spend an extra night somewhere, try to get the airline to cover the expense. There may be technicalities that will allow them to get out of it, but it is usually the responsibility of the participant (the one whose flight was late or canceled) to make arrangements. If the question comes up, reassure your participants that Holbrook will do our best to see that they are recompensed for any additional expenses or significant gaps in their itinerary caused by airline problems, but please make sure they also know that compensation isn’t guaranteed. At this point, any refunds that get issued are up to the airlines, hotels, or our in-country partner. If insurance was purchased, participants can make a claim for trip interruptions, travel delay costs, or loss of services. We’ll do our best to help, but most of the time the situation is out of our control. This information is covered in the Statement of Disclosure/Waiver information each participant receives prior to traveling. 19
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Hotel overbooking It’s rare to have problems due to hotel overbooking, but it should be acknowledged that hotels do overbook because of the inevitable cancellations. If the number of cancellations is fewer than the hotel anticipated, there will be insufficient rooms for the number of guests. If this situation occurs and your group is affected, your In-Country Guide will do their best to help. If a compromise in accommodations must be made, you’ll need to make the best of the situation and, if necessary, sacrifice your own comfort until better arrangements can be made. Please let us know if this does happen, as we can apply for a refund that we will pass on to those who experienced a problem. Never promise a refund, but assure your participants that we’ll do everything we can to make sure they receive restitution for services or accommodations they didn’t receive.
Itinerary changes While we make sure all of the details have been ironed out before you leave, sometimes adjustments have to be made along the way that require some changes to your itinerary by our in-country partner. You may have a last-minute hotel change, discover that the museum you were planning to visit has just begun closing on Mondays, or find that the only road to your destination has been washed out. We have good reason to trust our in-country partners and can assure you that they will sincerely do their best for you and your participants. Should changes be made, taking a positive approach yourself will encourage the participants to do the same. If it’s possible, try to include the activity later or substitute something similar to the original. Your In-Country Guide will have suggestions.
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participants difficult & crabby participants Travel affects everyone differently, and some may become exhausted, disoriented, or feel insecure in new surroundings. A little extra attention can go a long way to help them feel better about things. Sometimes the most ardent complainers end up praising the trip when they’re home. The rough edges of travel are almost always smoothed by the wonderful experiences that people have along the way. People tend to be cranky when tired, so be prepared for this — especially on the first day of your trip. Another phenomenon is the “third-day-out syndrome,” which can be another time when irritability sets in. You may be bombarded with questions that have obvious answers, that have been covered before, or that you have no idea how to answer. Just keep smiling and try to be helpful. People often just need a sympathetic ear and the assurance that you care about making their trip pleasant and comfortable. Don’t always expect “problem people” to come to you with complaints. If a traveler seems unhappy, disgruntled, or too quiet, take him aside and try to determine the issue. Do what you can for the difficult people, as it will make your life easier in the long run, but don’t sell the rest of the group short just to appease one squeaky wheel. It’s not fair to the others on the trip for one person to get all of your time, all of your attention, and all of the best rooms. Sometimes the best you can do is to see to it that one person does not spoil the trip for everybody else.
PACE AND PARTICIPATION If some of your participants are having trouble keeping up, assist them as much as you can, or find someone in the group who can pitch in. Give them an arm to lean on over rough ground, carry a bag that’s about to tip them over, or slow your pace so they don’t get left behind.
handling yourself There will probably be times when you’ll be under a bit of pressure during your trip — a delayed flight, a flat tire, a lost bag. The way you handle yourself in such situations can make all the difference. Two basic techniques and one rule are very important: Technique One: Stay calm and keep a positive attitude Approach everything with a positive attitude and make the best of every situation. As Leader, you will be setting the mood and tone of the group. An upbeat approach will rub off on the rest of the group. A lot of the little bumps and squeaks of daily life on the road can be turned into cultural or sociological adventures if you put the right spin on them. If, on the other
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hand, you get upset about each little itch and glitch, you can really magnify things out of proportion. The group will be quick to follow, and before you know it everyone is miserable beyond redemption. Case History: We once had two photo groups at a tented camp in the Maasai Mara at the same time. During their stay the Mara experienced freak rain storms in the middle of the dry season. Some of the roads washed out, and the camp’s generator was down for a while — no lights, no hot water, and no ice! One leader stormed about, making impossible demands, as if the camp staff were personally responsible for the rain, the vehicles stuck in the mud, and the lost photo opportunities. That group came home with nothing but complaints, disappointments, and a ruined trip. The other leader approached the situation with grace, resourcefulness, and a sense of humor and adventure. His group came home with great stories, great pictures of lowering black savannah skies, and a sense of having experienced something special in watching how the land and animals reacted when nature didn’t behave as it was supposed to. Technique Two: Act calm and pretend you have a positive attitude In almost every possible scenario, your participants will be better served if you give the impression that things are under control. You may not be convinced that they are at that particular moment, but both you and the group will stay on top of things better if you act confident and stay clear headed. If there’s something that needs to be worried about, you should do the worrying. The group should be involved only on a need-to-know basis, as everyone getting upset will only add to your problems. The Rule: Put your participants first You are there for the participants in your group — first, last, and always. It is your responsibility to see that they are listened to and looked after to the fullest extent possible. There may be times when you’ll have to give up your own time, your own interests, or your own activities to do so. It comes with the territory. 22
Leader manual
800-451-7111 | holbrooktravel.com
General trip administration The In-Country Guide is usually the one who is responsible for the day-to-day administration of the trip. This includes supervising the drivers, handling vouchers and cash payments, checking the group into lodges and hotels, bookkeeping, communication with the tour company, and other matters. You may be called upon to help check the group in, as one passport number from the group is usually needed while registering.
Before you go Familiarize yourself with your itinerary, the destination, and the group. Carefully look over the participant information sheet, address list, and rooming list you will be provided with. • Cover as much as you can of the readings and travel information we provide. You may have to answer some pretty basic questions from participants. • Before your departure, read the following materials carefully so you can contact us with questions before you leave: 1. Statement of Disclosure/Waiver paragraphs (on the trip enrollment form that every participant must sign). 2. Information on travel insurance that each participant receives (if available). 3. The information on the rooming list so you are aware of each participant’s needs and potential medical problems. • Memorize your itinerary. • Keep your itinerary, maps, and emergency contact information handy throughout your trip. You may want to bring a first aid manual. Review the steps to follow if there is a serious problem (see pages 10-14). There will be a lot of details to keep track of during your trip. A good way to keep track of all the trip details is to put together a notebook before you leave, with important information as well as extra pages for notes throughout the trip. Use something that is small enough to have with you at all times. Holbrook Travel will provide you with all the following information, which should be included in your notebook: • Participant information (medical, dietary requirements, passport numbers) • Flight schedules (for everyone in the group) • Rooming list • Contact information: for Holbrook Travel and our in-country partners • A copy of your itinerary 23
Leader manual
800-451-7111 | holbrooktravel.com
departure If the group is flying together, be sure everyone is present and accounted for before the flight leaves! After each participant has checked in, whether individually or as a group, check with each participant to make sure that they have their passport, that their baggage has been checked to the proper destination, and that they have their boarding passes. It will help you if you are well rested before departure. First impressions are important, so make an effort to interact a bit with each member of your group during the flight.
arrival The procedures are different everywhere you go, but in general, upon your arrival you’ll go through immigration and customs. Have your documents in hand to give to the officials. Next you’ll go to baggage claim and retrieve your bags. Be sure to help anyone who’ll need it to get a baggage cart. Your bags may or may not be inspected. Try to go through as a group, as this usually expedites the procedure. Keeping track of bags is an important part of your job, and now is a good time to start. Find out how many bags each participant has so you have a count for the entire group. Impress upon your participants the importance of their informing you of any changes. Also, they should check that their own bags are present every time they’re moved from stop to stop. Don’t leave the area until every participant has been cleared, both through immigration and customs. Once you are out, you can’t get back in. You will proceed out of the customs area into the terminal, where you’ll find your InCountry Guide (they can’t legally enter the customs area). Your In-Country Guide will be holding a sign for your group. He or she will take over from there. If there have been any problems with luggage, immigration, or other difficulties make sure your In-Country Guide knows about this and that you get it dealt with right away.
Every day One of your responsibilities will be to ensure that all your participants know what to expect for the next day. This information is best presented when the group is all together, such as at dinner or before disbanding after the previous day’s outing. Things your participants should know are: 1. What time to meet again. Stress that they all be on time for scheduled activities and departures. 24
Leader manual
800-451-7111 | holbrooktravel.com
2. Where to meet again. 3. The itinerary planned. 4. Proper clothing; footwear, jacket, hat, sunscreen, etc. 5. Gear needed; cameras, rain gear, binoculars, water bottle, daypack, etc. 6. How much, if any, money to bring for lunch, shopping, or optional activities. 7. The degree of difficulty of the day’s activities, such as rigorous walking, altitude, or heat. Make sure that you’re available to the group at all times. Be early at group meeting times and don’t rush to your room when you reach the hotel; linger a bit in case anybody needs anything. Always allow extra time for whatever you’re doing, both as a group and on your own.
head counts Anytime you are in transit (moving from one place to the next), make sure you have all your participants. Count them before you go anywhere and while in transit (on a bus, for instance). Count them periodically when you’re touring a facility.
baggage count Make sure you have all luggage anytime you move on. At the first briefing session, ask participants to always keep their carry-ons separate from their checked luggage, and to keep you informed of the addition or subtraction of any checked bag. This way you will have a correct number of bags to look for every time baggage is moved. Ask participants to keep an eye out for their own bags. Whenever possible, it is best to get all the bags collected in one place (the hotel lobby, for example) before you begin loading them on the bus. Ask everyone to check that their luggage is present (checked luggage only). If some bags are to be left at the hotel, be sure that they are in separate and distinct piles and that everyone checks that the right bag is in the right pile. Any time baggage is checked in on a plane or other transfer vehicle as a group, count the tags. If checked individually, make sure all participants have their own tags and know that they must hold on to them. Make sure all luggage is checked to the proper destination.
CHECKING IN AND OUT OF HOTELS If participants require a special room, make sure they get it. Make a note of everyone’s room numbers on the extra rooming sheets and make sure that everyone knows your room number as well.
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Leader manual
800-451-7111 | holbrooktravel.com
Point out things your participants will need to know in the hotel, such as where the dining room is and where the group will meet. The normal procedure for checking out is to have everyone put their bags (checked luggage only) in the hall outside their rooms at a specified time. Then, the porters will come and collect them all and take them to the lobby. The In-Country Guide will handle logistical issues at this time.
TIPPING LOCAL IN-COUNTRY GUIDES As the leader it is your responsibility to ensure proper tipping. Whether you collect tips prior to departure or during the trip, it is your job to make sure your group is courteous.
Heading home Your last day can be a hectic time. As always, be sure everyone knows the departure schedule and gets checked out of the hotel in plenty of time. You need to have the In-Country Guide help you, as he or she will be familiar with airport entrances, where to pay departure taxes, where the ticket counters are, and so on. The In-Country Guide has much experience with this procedure and is a valuable resource. Participants should pack their belongings and spend the last of their local currency. If there are departure taxes to be paid at the airport, remind everyone of this so they won’t spend all of their money.
CUSTOMS DECLARATIONS Each participant is responsible for completing the U.S. Customs form to be presented on reentry to the U.S. In this matter, honesty is the best policy. You really don’t want to be responsible for encouraging a participant to break the law.
Financial MAtters How much we budget for a Leader’s expenses varies for each trip, depending on the destination and the specific arrangements made with you. In most instances, your departure tax, your own drinks, personal gratuities, gifts given to local In-Country Guides, or optional activities along the way are not included. If you’re unclear about whether you have an expense account built into the trip, please ask your travel consultant.
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nOTES: ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ ___________________________________________ PHOTOS BY DAIN VAN SCHOYCK, DEBBIE STURDIVANT JORDAN, LAURA HARE, KATE PEREZ, PALOMA BONE, ERIC LINDBERG, STEPHANIE KOWACZ, LAURIE MCLAUGHLIN, SANDY DOSS, AND PELIN KARACA
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