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Welcome briefing training guide

Welcome Briefing Training (SOP)


Internal or external use:

Internal

Owner

Nikki Mullaly

Department

Sales

Last Updated on

Nov 13, 2025

Version

1

Review schedule

Every 6 months or as needed

Teams affected by policy

Sales, Operations

PURPOSE AND SCOPE

 A comprehensive Key Travel Builder (KTB) Certification Program, specifically designed to train and assess personnel responsible for delivering initial client Welcome Briefings for multi-day trekking or touring packages.

Its primary scope is to ensure every KTB possesses and can fluently articulate a deep, multi-faceted understanding of the assigned tour route, safety protocols, and all necessary logistical details.

🛠️ Definition of the Process

The KTB Certification Program is a four-phased training and assessment pipeline that moves the trainee from theoretical knowledge (Phases 1 & 2) to practical, integrated application (Phases 3 & 4).

Phase

Title

Objective

1

Knowledge Acquisition

Master universal safety standards and the seasonal context of the tour area (e.g., shoulder/off-season risks).

2

Route-Specific Deep Dive

Master all tour-specific quantitative data (elevation, mileage, temps) and complex logistical facts (meals, transfers, Wi-Fi, airports).

3

Application & Visualization

Demonstrate the ability to spatially visualize the route (Google Earth) and apply safety knowledge to specific seasonal/route scenarios.

4

Final Assessment

Prove the ability to confidently, accurately, and clearly deliver a complete, integrated Welcome Briefing.

🗺️ Scope of the Program

The scope of this certification is exceptionally broad and detailed, covering the entire spectrum of information a client needs, from a safety briefing to logistical support.

1. Safety and Environmental Scope

  • Universal Safety: Standard first aid, security, and emergency procedures.
  • Seasonal Awareness: Knowledge of shoulder season timing and the significant safety considerations for off-season hiking (e.g., service reductions, snow/ice).
  • Environmental Data: Specific knowledge of average seasonal temperatures and peak-season (month) business/traffic on the route.

2. Quantitative Route Data Scope

  • Physical Metrics: Exact figures for the highest and lowest elevation points of the tour.
  • Daily Metrics: The average daily mileage and elevation gain/loss.
  • Route Complexity: Identification of all official trek variants and a ranking of the most difficult/strenuous segments.

3. Logistical and Operational Scope

  • Accommodation & Transfers: Location of accommodations and bus stations. Identification of the companies operating both luggage and people transfers.
  • Travel Access: Identification of all relevant airports for arrival/departure.
  • Public Transport: Knowledge of public transfer options for major skip points and identifying the segment most difficult to skip via public transport.
  • Client Comfort: Knowledge of where food is available, the types of meals booked (e.g., half-board), and where Wi-Fi is available along the route.

4. Presentation and Delivery Scope

  • Spatial Fluency: The ability to use a tool like Google Earth to point out Places of Interest (POIs), logistics points, and difficult sections.
  • Integrated Delivery: The final step is proving the ability to integrate all factual data, safety warnings, and logistical details into a single, clear, and engaging 10-15 minute verbal briefing.

PROCEDURE


I. Phase 1: Knowledge Acquisition (General Safety & Seasonal Context)

Focus Area

Content Checklist/Requirement

Assessment Method

General Safety

Universal emergency procedures, basic first aid (dehydration, blisters), valuables security, responsible travel principles.

Written Quiz/Verbal Q&A

Seasonal Timing

Knowledge of the timing of shoulder seasons (specific months) for the tour region.

Verbal Q&A

Off-Season Safety

Key safety considerations for off-season hiking (e.g., trail closures, reduced services, snow/ice risk, shorter daylight hours).

Scenario/Verbal Q&A

II. Phase 2: Route-Specific Deep Dive (Data and Logistics Mastery)

Focus Area

Content Checklist/Requirement

Assessment Method

Elevation Extremes

The highest and lowest elevation points (with units) for each tour.

Data Recall Quiz

Daily Metrics

The average daily mileage and average daily elevation gain/loss for the primary route.

Data Recall Quiz

Trek Variants

Ability to identify and briefly describe all official variants (alternative routes/loops) for each trek.

Identification/Listing Test

Environmental Data

Average high/low temperatures for the specific tour season/month.

Data Recall Quiz

Route Business

Identification of high-traffic/busy segments and the corresponding peak season (month).

Data Recall Quiz

Hiking Difficulty

Identification and ranking of the top three most difficult/strenuous segments.

Ranking Exercise

Difficulty to Skip

Justification of the segment that is the most challenging to bypass via public transport.

Justification Exercise

Public Transfers

Listing of available public transfer options for all major skip points.

Listing Test

Airports

Identification of all relevant airports for flying into/out of the route area.

Listing Test

Logistics: Accommodation

Location of all key accommodations and nearest bus stations.

Listing/Location Test

Logistics: Food & Meals

Where food is available (towns, stops, markets) and the types of meals booked (e.g., half-board, self-catered) for each day/segment.

Logistics Quiz/Scenario

Logistics: Luggage/People

Knowledge of where luggage transfers are available, the luggage transfer company name, and the people transfer company name.

Logistics Quiz

Logistics: WiFi

Knowledge of where WiFi is available along the route (e.g., specific accommodations, major towns).

Listing Test

III. Phase 3 & 4: Application and Final Delivery

Phase/Focus Area

Assessment Task/Requirement

Assessment Criteria

Phase 3: Route Visualization

Accurately pointing out: POIs, Accommodation, Bus Stations, and Difficult segment start points on Google Earth.

Google Earth Presentation

Phase 3: Seasonal Safety

Applying general safety protocols to specific route features and the expected tour season through a scenario role-play.

Scenario Role-Play

Phase 4: Mock Briefing

Deliver a 10-15 minute Mock Welcome Briefing, integrating all knowledge areas from Phases 1 and 2.

Clarity & Pacing, Completeness, Accuracy of Data (Elevation, Logistics, Meals, Transfers), Confidence & Engagement.

QUALITY STANDARDS / CHECKS

Pass all assessments. 

LINKED DOCUMENTS

Specific Training Materials TBD 

Hiking risks and safety