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We schedule our tours through a program called Top Achievers. Guides who are a qualified Top Achiever will receive priority in scheduling based on their availability and will be scheduled for more tours. The remainder of guides will be evenly scheduled after all Top Achievers have been filled in, similarly based on their availability.
Guides who achieve Top Achiever status may be eligible for special perks and recognition within the company. This programme aims to highlight and reward those who consistently uphold our high standards of service and professionalism.
North America
The Top Achievers Programme recognises and rewards guides who consistently deliver exceptional service and maintain high professional standards. To qualify, guides must meet the following criteria each quarter:
Outstanding Guest Feedback: Maintain a 5-star review ratio of at least 75%, ensuring a consistently excellent guest experience.
Punctuality: Arrive at least 15 minutes early for every tour, with no more than three late arrivals per quarter.
Professionalism & Guest Satisfaction: Maintain low incident rates with the operations team and guests, with no more than two complaints per quarter outside of reviews.
Tour Acceptance: Demonstrate reliability by accepting most tour assignments, with a maximum of three declined tours per quarter (excluding sick callouts).
Operational Accuracy: Ensure smooth tour operations by correctly gathering at least 90% of guest emails and scanning 95% of guest passes, when applicable.
Europe
The Top Achievers Programme recognises and rewards guides who consistently deliver exceptional service and maintain high professional standards. To qualify, guides must meet the following criteria each month:
Outstanding Guest Feedback: Maintain a 5-star review ratio of at least 70%, ensuring a consistently excellent guest experience.
Punctuality: Arrive at least 15 minutes early for every tour, with no more than three late arrivals per months.
Professionalism & Guest Satisfaction: Maintain low incident rates with the operations team and guests, with no more than two complaints per month outside of reviews.
Tour Acceptance: Demonstrate reliability by accepting most tour assignments, with a maximum of three declined tours per month (excluding sick callouts).
Operational Accuracy: Ensure smooth tour operations by correctly gathering at least 90% of guest emails and scanning 95% of guest passes, when applicable.
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