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How to perform a welcome briefing

PURPOSE AND SCOPE

To provide clients with a comprehensive and consistent welcome briefing approximately two weeks before their departure, covering safety, logistics, and customized daily hiking routes, ensuring they are fully prepared and confident for their tour.

This SOP applies to all tours requiring a pre-trip client welcome briefing, including the Tour du Mont Blanc (TMB) trek and all other custom hiking tours.

DEFINITIONS

What to write: Clarify any internal terms, abbreviations, or system names that may not be obvious to new staff.

PROCEDURE

1. Host Preparation Phase

  • 1.1. Review Assignment: Confirm the scheduled 45-minute briefing time, client name, and tour details (especially noting if the tour is the TMB or another route). Review itinerary with an eye for any transfers and luggage logistics which may be challenging for the client.
  • 1.2. Verify Financial Status: Check the client's account in the CRM/System to ensure all required payments are up to date prior to the briefing.
  • 1.3. Confirm Handbook Status: Verify that the client's final printed handbook has been completed by the printer and has been delivered/received by the client.
  • 1.4. Gather Materials: Collect the client's final itinerary, confirmation vouchers, and all digital route files/videos.
  • 1.5. Route Preparation: Prepare the specific route discussion based on the tour type:
    • TMB: Locate pre-sent stage videos and prepare to address only specific client questions.
    • All Others: Open and stage the Gaia routes and Google Earth KML files to display the daily routes during the briefing.

2. Conducting the Briefing (Target Duration: 45 Minutes)

  • 2.1. Warm Welcome & Agenda (5 mins):
  • Introduce self and role.
  • Briefly outline the 45-minute agenda.
  • Confirm the client's excitement and readiness for the trip.
  • Confirm receipt of all final documents/vouchers (and the handbook).
  • 2.2. Safety Overview (10 mins):
  • Provide and confirm the client has local and company Emergency Contacts.
  • Remind them of essential gear (e.g., proper footwear, layering).
  • Discuss weather preparedness, altitude/hydration, and trail etiquette.
  • 2.3. Logistics & Transfers (10 mins):
  • Firm up any outstanding Last-Minute Details (e.g., dietary restrictions, final accommodation confirmations).
  • Clearly explain and confirm all pre-arranged Off-Trail Transfers (vehicle transfers, cable car/gondola, taxis).
  • Point out any complex or Tricky Logistical Spots (e.g., first day orientation, airport pickup, difficult border crossings).
  • 2.4. Custom Daily Hiking Routes (15-20 mins):
  • For TMB Clients: Confirm receipt of the pre-sent stage videos and only ask: "Do you have any specific questions about the daily stages?"
  • For All Other Tours: Share screen and visually walk through the daily routes using Gaia routes and/or Google Earth KML files, highlighting key elevation changes, landmarks, and confirming start/end points.
  • 2.5. Next Steps & Q&A (5 mins):
  • Ask if they have any final questions or concerns.
  • Reiterate who they should contact if an issue arises before or during the tour.

3. Post-Briefing Follow-up

  • 3.1. Summary Email: If needed, send a brief follow-up email immediately after the briefing summarizing any action items discussed.
  • 3.2. Internal Update: Update the client's file/CRM with a note confirming the briefing was completed, including the date, and noting any specific client requests or concerns raised.

QUALITY STANDARDS / CHECKS

1. Quality Checks (Mandatory Host Actions)

  • Financial Clearance Check: The client account must show a fully paid/up-to-date status at the time the briefing preparation begins.
  • Handbook Status Check: Handbook delivery status must be confirmed as "Delivered" or "Received" in the CRM before the briefing begins.
  • Route Tool Readiness: Host must have the correct Gaia Routes and Google Earth KML files open, tested, and ready for immediate screen sharing for non-TMB tours.
  • Route Protocol Adherence: Host must strictly follow the route discussion protocol: TMB: Q&A only; All Others: Visual Walkthrough (Gaia/KML).
  • Mandatory Confirmations: Host must confirm client receipt of Emergency Contacts, Final Vouchers, and the Handbook before ending the call.
  • Post-Briefing Email Timing: A summary email must be sent to the client within 1 hour of the briefing conclusion.
  • CRM Documentation: Client file must be updated with a Briefing Completion Note within 4 hours, detailing the date and any action items.

2. Performance & Success Metrics (Measurement)

  • Briefing Compliance Rate: Target 100%. Measures the percentage of scheduled briefings completed and fully documented in the CRM.
  • Host Time Adherence: Target 45 minutes (± 5 minutes). Measures the actual duration of the briefing to ensure content is focused and client time is respected.
  • First-Contact Issue Rate: Target < 5%. Measures the percentage of clients who contact Operations immediately after the briefing with a question that was explicitly covered in the SOP.
  • Pre-Trip Support Ticket Volume: Target Low (e.g., < 0.5 per client). Measures the number of logistical or safety-related support tickets logged in the 14 days following the briefing.
  • Post-Briefing NPS/CSAT: Target High (e.g., CSAT > 90%). Measures client satisfaction with the quality and helpfulness of the host and the briefing content.

LINKED DOCUMENTS

Patagonia Playbook: https://app.hubspot.com/playbooks/4041588/compose/18871304

Alps Playbook: https://app.hubspot.com/playbooks/4041588/compose/7823481

Other/General Playbook: https://app.hubspot.com/playbooks/4041588/compose/80563799