1. Set Clear Job Descriptions and Key Deliverables

One of the secrets to success lies in providing tour leaders and guides with specific, measurable key deliverables. These deliverables should outline their responsibilities before, during, and after the tour. By setting clear expectations and making them sign off on the checklist, you establish a solid foundation for performance assessment and improvement.

2. Implement Performance Improvement Plans

When underperformance is identified, don’t wait to address it. Create performance improvement plans tailored to each staff member’s specific challenges. These plans should be communicated clearly and include achievable goals and support mechanisms. Regular check-ins and coaching sessions will ensure continuous progress and give underperforming staff an opportunity to succeed.

3. Don’t Hesitate to Let Underperforming Staff Go

While coaching and support are essential, sometimes it’s best to make the difficult decision and part ways with underperforming staff. Waiting too long to remove someone who consistently fails to meet expectations can harm your guest experience and reputation. Radical ownership and an obsession with quality should guide this process.

4. Create a Guest-Focused Culture of Constant Improvement

Encourage a culture where your tour leaders and staff are motivated to constantly improve. Lead by example and instill in them the mindset that even the best tours can be enhanced. Regular team discussions and brainstorming sessions can foster a collaborative environment where everyone strives for excellence.

5. Provide Incentives for Performance Excellence

Incentives can be powerful motivators for staff members to deliver exceptional service. Consider implementing bonus programs tied to positive guest reviews or team performance thresholds. Rewarding outstanding performance demonstrates your commitment to excellence and encourages a culture of continuous improvement.

6. Establish a World-Class Training Program

A well-structured training program is crucial for setting your staff up for success. Beyond shadowing and on-the-job training, provide tour documentation, guest FAQs, and a “story vault” of engaging introductions and stories to share on tours. Access to online resources and professional training videos can further enhance their skills and knowledge.

In conclusion, effectively managing underperforming staff is essential for maintaining a high-quality guest experience and a stellar reputation. By setting clear expectations, offering support and incentives, and fostering a culture of continuous improvement, you can elevate your tour business to new heights of success.

Are you looking for personalized guidance to address underperforming staff or other challenges in your tour business? Our expert tour business coaches are here to help! Book a free 45-minute strategy call at Guest Focus Tour Business Coaching and let’s discuss how to boost your business together. Your success is our priority!