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Hospitality training ←

Tours & activities

The telephone communication

A hotel located on a lake and surrounded by mountains offers packages for various outdoor activities in the area on its website, such as mountain biking, boating, guided hiking, and whitewater rafting. The website also states that it maintains high standards of hygiene to ensure its guests have a safe vacation experience. A middle-aged couple who have decided to book a stay at the hotel want to plan ahead and are interested in hearing more about the different experiences after reviewing the options on the hotel’s website. Cleanliness is also very important to them, and they contact the hotel. The hotel manager answers, but seems very busy at the time, due to staff turnover, and tries to keep the call as short as possible. He points out that all the necessary information is on the website, that all the packages are great, and that they can also book the tours upon arrival if they are not sure what to choose. He tells them that the hygiene measures are in accordance with the law. Although the couple has decided to book at the hotel, they are disappointed with the information because they would have liked to book everything in advance. They tell the hotel manager that they need time to think about it and say goodbye.

The questions

  • In your opinion, which opportunities did the hotel manager fail to take advantage of?
    • How could he have responded to the inquiries – and even exceeded expectations?
  • Do you think that the guests felt well served at this point?
  • How can you prevent situations in which there is no time to assist guests via phone?
 Situational case developed by Enterprised.

The emergency response

A group of twelve people is taking part in a guided tour through Dimmuborgir. The guide is in the middle of a story when she sees one of the participants pressing his hand to his chest and sitting on a bench. She sees that the man is unwell, his wife gets scared, and the group's attention turns to the couple. The guide goes and sits next to the man and sees that he is sweating a lot and is short of breath.

The questions

  • What do you think is happening to the man?
  • What do you think should be prioritized first in such a situation?
  • What must the guide do to avoid panic in the group?
    • How should the guide act and speak in such a situation?
  • What preparations must be in place before the trip for such situations to have a successful outcome?

 

Situational case developed by Enterprised.

The boat tour trouble

A family of four had booked a trip to Iceland through a travel agency in the United States, which included whale watching. The travel agency had informed the family that a private car would pick them up at their hotel. The day dawned and the family waited anxiously outside the hotel, but no one showed up. So they decided to walk towards the whale watching company. Upon arrival, the employee said that they had tried to reach them by phone and explained that the family had been booked on a public tour that left from the port where the company is located. After waiting for the family for some time, the boat had to leave and they had therefore missed the last boat of the day. The parents were very upset and yelled at the employee: “We booked this tour a long time ago and you were supposed to pick us up at the hotel, this is unacceptable!” The employee tried to calm them down by explaining that the travel agency had given them incorrect information; the booking confirmation showed that the company does not drive to hotels to pick up guests. This explanation is not enough to calm them down, and the woman threatens the employee to leave a bad review on Tripadvisor. The screaming continues until the employee says, “Can I ask you something?” and continues, “Can we talk calmly and try to find a solution to this issue together?” This is enough to calm the guests down, and the employee contacts the owner to seek advice. The owner decides to take the family on a boat trip himself so that everyone can leave happily. Later, the father of the family comes to the employee, apologizes for their behavior, and gives a generous tip.

The questions

  • Is there anything the employee could have done differently?
  • What did he do well?
  • How would you have reacted in this situation?
  • What do you think about the special trip the family got, a private boat ride with the owner of the company? Why do you think the owner did that, and without charging anything extra?
  • What could the employee have done in the situation if the owner had not been there?
  • Bonus question: How do you think the employee felt after this interaction?

 

Situational case developed by Enterprised.

The cancelled mountain adventure

A young couple decides to spend their summer vacation in a small hotel in the east. The area is known for its hiking trails, and many tourists come from there every year. The couple has limited experience with demanding mountaineering and does not have the appropriate equipment. Nevertheless, they are heading to one of the most difficult mountain peaks in the area, and the owner of the hotel where they are staying recommends a manageable route, albeit at a high altitude. The weather had been good in the days leading up to the hike, and when the couple is ready to set off in the morning, they are dressed in light clothing and footwear. The owner confronts them and tells them that they cannot go on the hike because they have no idea what it takes to go on such a hike: “So you are going on a hike without the proper equipment? It is important to consider safety when going on such a hike.” The couple is clearly shocked and wonder why the owner had recommended the hike. The owner then explains that the weather is changing very quickly and that there is an expectation of snowfall later in the day, making the trip dangerous for them. The owner then adds in a complaining tone that tourists who do not pay attention to weather changes in such areas often find themselves in danger and the Rescue Squad has to be sent out to assist.

The questions

  • Should the owner have informed the couple about the general requirements of a mountain hike like this when he recommended the route?
  • Do you think the guests understood why the owner objected to their hike, which he had previously recommended? Do you think the guests appreciated it?
  • Could the owner have reacted differently?
  • Why do you think the hotel owner reacted this way when he met the guests in the morning?

 

Situational case developed by Enterprised.

The Northern Lights Tour

This review was posted on Tripadvisor: "We went on a three-day trip to Iceland. Everything went well until it came to the northern lights trip. After the trip was postponed two nights in a row, we went to see the northern lights on our last night. It is clear that the aurora borealis cannot be seen through clouds or light pollution. Nevertheless, our guides decided to park in a lighted parking lot where it was cloudy. We waited there for two hours without moving, there was nothing to see but a group of disappointed tourists who had paid to see the northern lights. On the way back to the hotel, the guide didn't say a word to us, just laughed and joked with the driver. I have reported this to the travel agency and urged them not to use this company again, they ruined our holiday experience with their behavior. Of course, we heard from other tourists who saw the northern lights all three nights in Iceland. My advice is that you make your own itinerary and book tours with small local companies to see the northern lights."

The questions

  • How could the communication with the tourists be improved?
  • What could have been done to give the tourists a positive experience despite not seeing the northern lights?
  • What effect can such a review have on the company's reputation?

 

Situational case developed by Gerum betur.

 

The rude driver

This review was posted on Viator: “Our worst experience yet and very unprofessional. We had reserved a car for 07:45, but it did not come. We called and the person who answered said we were not on the list. Then I got a call from someone else who told us to wait there because the driver would come soon. Extremely rude. The driver didn't come so I called again and was told to wait for 10 more minutes. The driver storms into the arrival hall and shouts my name loudly and then tells me to come with him. We go to the car, he makes us load the luggage into the car ourselves and then we drove to our AirBnB accommodation. While driving, he made calls, sent text messages and he browsed online. Ridiculous. The company had given him the wrong address and he sighed when I told him the correct address. When we got to the apartment, he literally threw our bags on the wet street and told us to hurry up. I don't know what we did to make him so mad, but he wasn't happy. A horrible experience of Iceland. Do not book anything with this company. I have never experienced anything like it and could hardly believe it. Instead of spending 250 USD on a taxi for 5 people, take the bus instead. The staff there are very friendly and much more reliable. Hope this helps!”

The questions

  • How does the interaction with the customer service desk affect the customers?
  • What effect does poor service upon arrival to Iceland have on tourists?
  • How could the driver have provided better service?
  • Is it part of the driver's job to load luggage?

 

Situational case developed by Gerum betur.

No driver in sight

This comment was posted on Tripadvisor: “When we arrived at the airport after a long flight, the driver who was supposed to pick us up was not there. We called the number we had been given and then got through to the driver's phone. The driver told us he was currently driving us in his car! Well, I guess he picked up other people. He told us to wait while he drove the other passengers and that he would be back in about 45 minutes. It was late at night and it was not possible to get a shuttle and we had already paid so we waited... and waited... and waited.... 90 minutes later and still no driver and no answer on his phone. We called the main number again and were then told to order a taxi for us free of charge. Finally something, but it was still very unprofessional."

The questions

  • How can such mistakes be prevented?
  • How could the driver have reacted when the mistake was discovered?
  • Should those who responded to the main number have followed up on the case?
  • What effect can such a service have on tourists' overall experience of the country?
  • Does the timing of bad service matter, for example whether the bad service occurs upon arrival or departure from Iceland?

 

Situational case developed by Gerum betur.

Excellent glacier experience

The following comment was written by a customer after a successful trip: “This company was exemplary! We had booked a trip in January to visit the ice caves in Langjökull. We were driven to the base camp of the glacier. The guide was great! He had good knowledge of the area, the cave formations and was funny. He answered all our questions, whether they were about the technology, the trip or something random about Iceland. Both he and the driver monitored our safety and well-being. There were passengers of all ages, including young children, and the guide proved to be good to everyone. After a two-hour drive, we arrived at base camp. Then we drove up to the glacier in a large truck. The air pressure in the tires is controlled by special equipment and it is possible to reach our destination despite almost no visibility because a special app and GPS are used. The guide provided us with shoes and ice picks. The cave is man-made and very well maintained. The sunset when we emerged will be long forgotten. A brief snowstorm broke out as we returned to base camp. The conditions in the truck were so safe that most of the passengers fell asleep on the way back and recalled the journey snoring in their dreams.”

The questions

  • What effect does the weather have on the tourist experience?
  • How important is equipment for a trip such as this?
  • What made the tourists feel safe and comfortable in the situation?
  • How can drivers and staff meet the needs of different age groups?

 

Situational case developed by Gerum betur.

Convenient buses and exemplary service

The following comment was written by a customer after a successful trip: “We found an exemplary bus company that we used most of the time we were in Iceland. This is a reliable company that offers a service for tourists. The drivers were punctual both when we were picked up and when we were dropped off at our destination. We received prompt responses to any queries we sent. The cars are exceptionally clean and there is free internet access on board. The drivers help people with their luggage at the airport and when they pick you up at your hotel on the way back. The guides are knowledgeable and fun. When we did the Golden Circle, the guide was both fun and helpful. When we went on the Northern Lights tour, the guide said he would do everything possible to ensure that we saw the Northern Lights as we actually did. Cancellations of trips (due to bad weather) were announced by email with enough notice to allow for alternative trips. We will definitely recommend this company to our friends who are planning to visit Iceland, especially in winter when the weather and road conditions are unpredictable.”

The questions

  • What made these travelers so satisfied with the overall service?
  • How can guides and drivers have a positive impact on the tourist experience?
  • Is it part of the driver's job to load luggage?
  • What is the best way to communicate tour changes to customers?

 

Situational case developed by Gerum betur.

The bus stop confusion

A group of friends booked a trip to a spa and the trip was part of their booking with a travel agency. They were told to arrive at a particular bus stop at 12.30 and just to be sure the members arrived there already at 12.15. There were several buses that stopped where they waited, but when they inquired if they were booked with them, they were always turned away. After an hour of waiting, one of the group went back to the hotel and asked the receptionist to call the bus company and let them know that the group of friends was still waiting. The bus company employee asked, "Were you at the right stop?" The customer answered yes, so the employee asked them to take the next bus, arriving in a few minutes. After half an hour, no bus had come. One of the group went back to the hotel, where the receptionist called again and was told that the company would send a car, which would arrive in a few minutes. Again, half an hour passed without the friends being picked up, and then they all went to the hotel together, because they were cold and the time they had booked in the spa had passed. An employee of the bus company said that GPS points proved that the car had arrived but the friends had not been there. The group of friends denied this, but the employee said he couldn't help them. Later, the group of friends heard of other travelers who had similar experiences with this company.

The questions

  • How can you ensure that customers find the right stop?
  • How can you ensure that customers can easily identify the company's buses?
  • What impact does the response of the employee who answers the phone have on the customers?
  • How could the group of friends have been compensated for this?

 

Situational case developed by Gerum betur.

Great trip, but far too long

This review was posted on Tripadvisor: "We went on a few excursions during our stay in Iceland because they were part of a packaged tour. One of them was an Northern Lights tour on a boat. We would not do it again. There were too many people. Overcrowded. People were rude and the only thing that mattered to them was their own experience and pictures. The trip was too long. Even if our experience had been good. We also went to the Golden Circle and the Blue Lagoon. It would have been better to divide these trips into two because the trip turned out to be from 8:30 in the morning until 10:00 in the evening, which was too long. The Golden Circle had many interesting places, but we also visited a greenhouse where tomatoes are grown, which turned out to be a waste of both time and money, because they tried to sell us this and that. A lot of things were good, but things could definitely be improved on the trips we went on."

The questions

  • How does a large number of tourists affect the experience of other travelers?
  • Why is it important that the trip's description and schedule are accurate and correct?
  • What can you do when tourists have unrealistic expectations or are not aware of the conditions (for example if they underestimate the number of tourists or distances)?

 

Situational case developed by Gerum betur.

No northern lights and no refund

The following comment was posted on Viator: “In preparation for a four-day trip to Iceland, we had booked several tours and activities, including a Northern Lights tour. Unfortunately, the Northern Lights tour was cancelled on the day it was scheduled to take place due to weather conditions. This was a huge disappointment, although understandable, and we accepted that there is no guarantee that you will see the Northern Lights. We received an email stating that the tour was cancelled and then we were told that we would have to email the company if we wanted to go on the tour the following evening. I wrote back in the afternoon and told them that we were sorry to miss that tour as we had made other arrangements and were leaving the country, heading home, very early the next morning. We later found out that the tour the following evening had also been cancelled. I sent the company a request for a refund. No response. I emailed again the next day. No response. Now five days and five emails later, there has been no response or acknowledgement of receipt of the emails. The company probably needs to refund many people. But they were quick to take our payment for the trip as soon as we booked. Extremely poor service, no refund or explanation (yet). Our advice to others traveling to Iceland, it is probably better to book a trip the same day if the sky is clear.”

The questions

  • Why is it important to respond to customers immediately?
  • How can a slow response affect your company's reputation?
  • How could the email communication have been improved?

 

Situational case developed by Gerum betur.

Good and bad experiences

The following review was posted on Tripadvisor: "The airport pick-up was a disaster! We informed them that our flight was arriving at 11:55. The driver who picked us up was on time and he quickly got out and helped us with our luggage. We hurried as best we could with our luggage, but he had parked far from the terminal. As we approached our hotel, he pointed up the street to indicate where it was, even though other minibuses had picked up their passengers right in front of the hotel. We immediately regretted booking a round trip with the same company! Fortunately for us, the trip to the airport was much better. We were picked up on time by a polite driver and at our hotel. He helped us with our luggage both at the hotel and at the airport. So our experience with the company is mixed, but we encourage people to share their experiences. I do have to commend the online support team, though. Our flight was rescheduled, meaning we missed a connecting flight. We were immediately responded to and helped, and were offered a change of date for our trip to the airport. It's unbelievable that a company that takes such good care of its customers online can provide such terrible service in real life."

The questions

  • What effect does the driver's attitude have on the passengers?
  • What effect can a negative service experience have on tourists' future business with the company?
  • How can a driver go out of his way to meet the needs of passengers?
  • Does one negative experience have a greater effect on tourists compared to many positive experiences?

 

Situational case developed by Gerum betur.

  • Skipholti 50b | 105 Reykjavík

The travel pulse is developed in collaboration with the Icelandic Tourist Board, the Icelandic Travel Cluster, the Regional Marketing Offices and SAF.

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