At EXO Travel, our guides and operations teams are the backbone of our exceptional journeys, ensuring that each trip is seamless and every traveller feels a genuine connection to their destination.
Behind the scenes, there’s an unwavering commitment to excellence at every level.
This year, we intensified our specialised training programs to address unique operational challenges across each destination. These sessions were designed to not only enhance and expand skill sets but also empower our guides and operations teams to deliver an elevated traveller experience, all in line with our vision for sustainable travel.
As the high season approaches across many of our destinations, we’ve gathered insights from our managers to showcase what sets our guides and operations teams apart.
From enhancing service standards to navigating the complexities of delivering responsible and memorable journeys, their perspectives highlight how our teams consistently go above and beyond to create unforgettable travel experiences.
‘Their contributions brought fresh and innovative ideas, and hearing from our experienced guides has helped us prepare for the high season with confidence’
Excellence Through Guide Training
While guides engage in regular touchpoints throughout the year to learn about new policies and products, EXO’s annual training events serve as an opportunity for in-depth learning and development. Spanning one to three days, these gatherings provide a platform for guides to share experiences, enhance their skills, and build a strong sense of community within EXO.
EXO Laos General Manager Andrea Vinsonneau explains, ‘Our guides are our eyes on the ground, playing a crucial role in every successful trip. Since most of our guides are freelancers, this yearly guide training event fosters camaraderie and helps them feel connected to our mission’.
These sessions are integral not only to improving guide knowledge but also to bringing new ideas to EXO’s product and operations teams. ‘This year, we made guide training more interactive, involving the guides in product creation and storytelling’, notes Kim Martin Rasmussen, EXO Thailand General Manager. ‘Their contributions brought fresh and innovative ideas, and hearing from our experienced guides has helped us prepare for the high season with confidence’.
‘The training sessions not only focused on the hard and soft skills that tour guides need to master but also our objectives and learnings on sustainability and ethics’
Specialised Training for Elevated Service
Beyond core sessions, specialised programs were introduced to cater to the diverse needs of different guides and destinations.
For instance, a new training module was developed for tour leaders, focusing on the distinct challenges of group tours and leadership dynamics.
EXO Vietnam conducted a tailored training for new guides, as well as introduced an advanced course aimed at further developing the skills of experienced guides. This advanced program centred on understanding and meeting guest expectations in line with Agent SOPs, elevating guide expertise to the next level. Director of Product for EXO Vietnam, Maeve Nolan, adds, ‘The training sessions not only focused on the hard and soft skills that tour guides need to master but also our objectives and learnings on sustainability and ethics‘
Each year, training topics are added or adjusted to reflect the evolving needs and challenges of the destination. In Laos, for example, the team recently focused on UNESCO heritage by inviting an expert to share insights with the guides and, in Thailand, guides were introduced to the latest sustainability initiative: in-vehicle water bottle refill stations.
‘Our operations team members work closely together. Their close relationships with the guides ensures smooth collaboration without confusion or errors’
Operational Excellence: A Team Effort
Our guides are just one element of the remarkable journeys we create. Operations teams play a crucial behind-the-scenes role, bridging the gap between our product teams, travel consultants and guest experiences. Tasked with organising all services and coordinating with guides, our operations teams possess a keen eye for detail and the ability to flawlessly execute trips.
Marcel adds, ‘Our operations team members work closely together and know exactly what to expect from one another. Their close relationships with the guides ensures smooth collaboration without confusion or errors. The result is that we deliver consistently seamless experiences’.
Andrea shares a similar perspective in Laos, explaining, ‘We’re fortunate to have a small but incredibly strong and multi-skilled team that operates like a family. We may be small, but we’re mighty! Each team member is deeply committed to our work, and everyone understands their role’.
EXO Travel is a premium Destination Management Company (DMC) providing bespoke travel solutions across a growing portfolio of global destinations. Our services range from one-off tours for individual travellers to memorable incentive trips for groups of hundreds or thousands.
Established in 1993, we’ve harnessed in-depth local knowledge and a widely-recognized penchant for authentic, groundbreaking touring to become a leading DMC for the premium travel market. As a Certified B Corporation, EXO is also demonstrably committed to sustainability and using travel as a force for good.
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