Tour groups are a great market to pursue. They show up despite bad weather that keeps our individual guests at home, we can plan for their arrival and it is an efficient way to bring in business to your attraction or destination. So it makes sense to ensure that every group has a great experience. Offering “Meet and Greet” services for arriving groups is an easy way to help your attraction create a memorable experience and encourage repeat business.
What is a ‘meet and greet’?
A meet and greet is when you or a member of your staff steps onto the bus to greet the guests. It provides an element of great guest service and it can help set the tone for the visit. It allows guests to ask questions and allows you to reinforce highlights of your attraction. When we meet with tour operators at trade shows we always offer this service. And when they call to book a visit, we offer it again. Only about 25% of tour companies take advantage of this so don’t worry that you will spend time every day doing meet and greets.
Meet and Greet in 7 easy steps
Confirm the group’s arrival time so you are waiting when the bus arrives. Meet and Greets shouldn’t take more than 5 minutes. The guests don’t want to stay on the bus any more than they need to and many will be ready to use the restroom!
1. Introduce yourself to the tour guide and driver.
2. Most buses have microphones behind the driver’s seat. Use it. We are not as loud as we think and there is no need to yell for the people in the back to hear.
3. Welcome the group. Introduce yourself. I always ask how many people have visited before.
4. Give a VERY brief summary of what they will be doing during their visit. When I worked at a paddle wheel steamboat, I told everyone to make sure they went to visit the captain during the cruise and say hi. At the museum, I highlight our current exhibit.
5. Ask if there are questions and let guests know you will be outside the bus to answer any other questions.
6. Explain where the bathrooms are. No matter where I have worked, that is always the first stop off the bus.
7. Exit the bus and stand nearby. Sometimes you can lead the guests into your attraction or sometimes the tour guide will lead.
Head back to your desk knowing that you have created a welcoming impression for the group and got them off to a good start!
Cross-train others.
I think it is very important for other staff to have multiple skill sets and to be able to back each other up. Give other staff the opportunity to learn how to host a Meet and Greet. I have had some of my staff follow me onto the bus and listen to how I do it.
Holding a microphone and standing in front of a group can be intimidating at first, but like everything else in life, it gets easier the more you do it. One of my tricks is to tell the staff person we will do it together after they have seen me do it a few times and then back out at the last minute! I have found that once they do it a few times, most everyone enjoys it.
Final thoughts
Meet and greets cost you nothing but it helps tour operators provide an experience for their guests that they wouldn’t get otherwise. If we can help the tour operator have happy customers and rave reviews for our attraction, we all win.
This is so incredibly true, and adds value to the guest on the individual level. It also personalizes their experience without added costs!
It’s truly the most absolutely rewarding part of my day- when I squeeze it in!