Performance and KRAs in travel and tourism companies

KRAs by role

Pick three to five measures per role and split 100 points of weight across them. Keep the measures specific enough that two people doing the same job can be compared fairly, and avoid measures that depend mostly on luck, such as the weather on a hill station tour.

• Travel consultant: enquiries converted, booking value and margin, response time, repeat customers
• Tour manager: guest feedback score, incident-free tours, on-time departures, cash float settled on time
• Ticketing executive: error-free tickets, refunds and reissues on time, airline debit memos avoided
• Visa executive: files submitted complete, rejections caused by documentation errors
• Operations executive: confirmations and vouchers on time, service failures traced to bookings
• Airport representative: guests met on time, missed pickups, arrival feedback

Guest feedback for tour managers

A tour manager's best measure is what the group says at the end. Collect a short feedback form on the last day of every tour, covering care, punctuality, knowledge and how problems were handled, and keep the score against the tour and the tour manager. Over a season, the average across groups is fair, and one difficult group should not decide a review. Add operational measures too, such as settling the cash float within a set number of days after return.

Review rhythm around the seasons

Run a cycle after each major season, for example in July after the summer season and in February after the year-end peak, or a half-yearly cycle aligned to both. New joiners and seasonal tour managers have probation or short end-of-contract reviews, which decide who is invited back. In the review meeting, go through the weighted goals with the season's numbers and feedback on the table, and record the ratings against the cycle.

Recognition on the road

Tour managers spend weeks away and can feel forgotten by head office. Use praise badges such as Customer first or Problem solver when a guest writes in about a tour manager who handled a lost passport or a medical emergency well, and share the story on the Company Wall for their department. The monthly leaderboard also helps branch teams see good work in other branches.

How to set it up in ZeniaHR

1. Set up a Performance review cycle to follow each major season, with probation cycles for new staff and short ad hoc cycles when seasonal contracts end.
2. Give each person three to five goals typed as KPI or KRA, with weights adding up to 100, taken from the role measures above.
3. Collect guest feedback on the last day of each tour, and bring the season's scores to the review.
4. Before increments are finalized, confirm in the cycle summary that every review has been completed.
5. Encourage managers to give praise badges when guests write in, and post notable stories on the Company Wall.

Read more about performance in ZeniaHR.

Roles this applies to

Frequently asked questions