Teams
Teamwork – Impact on Guest Experience
Building a strong guest experience starts with a foundation of trust, developed through team-building exercises. Trust fosters vulnerability, which in turn strengthens cohesion within the team. A unified team ensures a seamless guest experience, while team dysfunction, can ultimately have a negative effect on a guests experience as things unravel and selfishness sets in.
Encouraging vulnerability and discomfort within the team promotes deeper trust, leading to individual and group growth. Once this trust is established, regular feedback keeps guides sharp and accountable to both their own development and that of the team. Ultimately, this collective accountability and support ensures that guest experience remains the central focus.
Head Guide Development
In larger teams, developing Head Guides is critical. The Head Guide plays a pivotal role in mentoring and leading their teams, upholding agreed-upon standards, and aligning the team’s goals with those of the organisation. They also work closely with trainers to monitor training outcomes and ensure that guidance and feedback are effectively filtered down to the entire team.
Lodge Team Exposure to Safari and Guiding
To foster unity, it is important to bridge the gap between lodge staff and guiding teams, creating a sense of one cohesive team. By exposing lodge teams to a day in the life of a guide and how guides operate, they gain a better understanding of the guide’s daily responsibilities. Similarly, guides learn that they are part of a larger team working toward a shared goal. When both departments understand each other’s roles, it strengthens collaboration and ultimately enhances the guest experience.
Frequently Asked Questions
Who can join the group training?
Our training is focused on active guides, but we do find it fun and interesting to have one or two other staff members join for a wider perspective.
How do you influence long term change?
In larger companies, working with the senior guides is preferred as a means to guide a coherent narrative that can be filtered to junior guides.
How do you design the training courses?
In conjunction with management and head guide, we will listen to the current needs and challenges first before a tailored plan can be formulated.
Do you do walking training?
Yes. The walk training is focused on the delivery of the guest experience as well as key safety aspects. Depending on the location, you the client may need to provide relevant park scouts/rangers to be a part of the program. This is to ensure that we can do the training as it would happen with guests.
Do you do hospitality training?
Not formally, but we run a hospitality thread throughout just as the guides will when actively guiding. The support of the lodge management and staff to aid this is important.
Do you do subject specific training?
This is on request, but can certainly be done.
What other training do you do?
In busier lodge times, we will be able to do join guides’ safaris and provide individual guidance. Any trends that show up will be workshopped with the team and lodge management for a way forward.
How long should the training course be to be effective?
The length will depend on the number of guides, their level and any specific outcomes that need to be targeted. Typically, one week to 10 days is ideal. Beyond this retention falls away. It is preferred to schedule a follow up session or annual sessions.
What does the training cost?
Please enquire. The costs will depend on numbers, length etc. All travel and accommodation are for the client’s account. The lodge should budget for all relevant costs associated with guide transport, excursion fees.
Do you provide certificates?
We can provide certificates of attendance/participation.
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