Inclusive Holidays Africa

Your employees work hard, and they deserve to play hard too. At Inclusive Holidays Africa, we recognize this and are here to help you celebrate your staff in style. Group and incentive travel trips are essential for boosting employee morale and recognizing the efforts of your company.

Incentive and group travel are excellent ways to bring your employees together, fostering collaboration, idea sharing, and connection. Reconnecting your employees is particularly vital in today’s remote work environment, where virtual interactions can often lead to a sense of disconnection.

At Inclusive Holidays Africa, we don’t just organize incentive travel; we create global, once-in-a-lifetime travel experiences tailored to your company. Our trips are designed to drive performance, excitement, and motivation for your executives, employees, salespeople, dealers, independent agents, or any other audience.

The execution of the program is the most critical phase of an incentive or meeting event. After extensive periods of promotion, sales efforts, and meticulous planning, this is the crucial moment for the Destination Management Company (DMC) and its consultants to prove their capabilities and deliver on their promises.

Unlike other businesses or consumer products, an incentive program is a “one-time operation” that must be executed flawlessly. Any failure cannot be repaired, returned, or refunded, and a dissatisfied client means a permanent loss for the DMC, impacting its reputation and future business prospects. Thus, the program must not only be delivered impeccably but also meet all the expectations of the Incentive House, the Corporate end user, and the participants’ aspirations.

Up until the operation begins, various oversights, problems, and mistakes can be corrected without major harm to the program or the DMC. However, once the operation starts, any issue that arises poses a risk to the entire program. This “now or never” scenario demands precision, resilience, and a relentless pursuit of excellence.

Preparation and Staff Assignment

Before the operation starts, all involved office staff must be thoroughly briefed, and each person must be assigned a specific role. Even the smallest incentive or meeting requires at least two staff members in the field: one for advancing and another for dispatching and controlling. Depending on the program’s size and complexity, additional staff may be needed. Key areas requiring staff assignment include:

• Transportation: Coordinating transfers, motorcoaches, and guides.
• Banqueting: Managing all meal and banquet functions.
• Events: Overseeing special events and productions.
• Accommodation: Handling all hotel services.
• Advancing: A staff member to check tours, excursions, and functions in advance.
• Program & Financial Controller: Coordinating overall staff, managing the program, and liaising with trip directors. Typically, this role is filled by the DMC consultant who has been involved throughout the planning phase.

For complex programs with multiple activities or a large number of participants, additional external backup may be required. Experienced DMCs often recommend having as many operational staff members as there are Trip Directors (TD) assigned by the Incentive House, although matching the TD number can be challenging

Qualities and Responsibilities of DMC Staff

DMC staff must possess the following qualities:

• Experience and understanding of the incentive and meeting business.
• Familiarity with the program and destination.
• Initiative and problem-solving skills.
• Decision-making ability under pressure.
• Calmness in adverse situations.
• Authority and strong personality.
• Excellent public relations skills.
• Strong working relationships with TDs.

Each staff member must review their responsibilities and re-check every service detail, as last-minute changes are common. A week or a few days before the operation, a comprehensive briefing must be given to all guides, and several working documents must be prepared, including:

• Coach and restaurant signs.
• Personalized menus.
• Seating plans.
• Arrival and departure transfer lists.
• Access plans/maps for drivers and guides.
• Final confirmations to suppliers.
• Name sign boards for individual transfers.

The Operating Instructions Document

The “Operating Instructions” document is essential for flawless program delivery. Prepared by the Program Controller, this document includes:

• Daily itineraries and service details.
• Instructions for each activity’s sequence.
• Routes, menus, special requests, and points of attention.
• Contact names and phone numbers for every venue and supplier.
• Emergency contact information for staff and suppliers.
• Specific responsibilities and timings.

A copy of this document should be shared with TDs before the program starts, ideally during the final briefing. Any modifications should be incorporated into a final version, which serves as a guide for all involved staff, TDs, drivers, and guides.

Staff should annotate their copies of the Operating Instructions with participant numbers, actual timings, program changes, special requests, and incidents. These notes are reviewed daily and consolidated by the Controller for final billing and future reference.

Appearance and Conduct

While uniformed staff might not always be feasible, it is crucial for the DMC’s image that staff, guides, and drivers are impeccably dressed. Men should wear ties and jackets (except in extremely warm conditions), and jeans should be avoided. Staff should dress conservatively and avoid exaggerations.

Guides and drivers should collaborate closely with TDs, showing concern for the entire program and avoiding unauthorized changes to itineraries, timings, or contents. All guides must work as a team to deliver a consistent experience.

By adhering to these best practices, DMCs can ensure the successful execution of incentive group travel programs, leading to satisfied clients and a strong reputation in the industry.