Destination and product training
Before each season, train sales and operations on what is being sold: new itineraries, hotels, inclusions, cancellation terms and the questions customers ask about each destination. Familiarisation trips, where staff travel a new route themselves, are the strongest form of this and worth recording as an external program with hours. For pilgrimage routes such as the Char Dham yatra and high-altitude tours to Ladakh, include health guidance so consultants can advise elderly guests honestly.
Tour manager safety and emergencies
Tour managers are the first responders for their groups. Train them in first aid, handling a medical emergency far from home, lost passports and documents, altitude sickness, road accidents and natural events such as landslides, and the company's escalation chain. Mark these programs mandatory for tour managers, give each a validity in months, and plan refreshers so nobody leads a season with lapsed first aid training.
- First aid and CPR
- Medical emergencies and hospital admission abroad
- Lost passports and emergency travel documents
- Altitude sickness on high-altitude tours
- Road incidents, landslides and evacuation
- Escalation and insurance claim steps
Ticketing, visa and systems training
Fare rules, baggage policies and visa requirements change often. Ticketing executives need training on the booking systems they use and on reissue and refund rules, plus a short update whenever an airline changes its policies. Visa executives need regular updates on embassy requirements for the main destinations. Record each update as a short program, so the team can show who has been briefed on the latest rules.
Customer handling, conduct and POSH
Every role deals with anxious customers: a family whose flight was cancelled, a guest unhappy with a hotel room. Train staff to handle complaints calmly and escalate early. Tour managers travel with guests for days, so conduct rules matter: no favouritism, no alcohol on duty, clear boundaries. Any workplace employing 10 or more people must constitute an Internal Committee under the Sexual Harassment of Women at Workplace Act, 2013, and staff on tour should know how to reach it from anywhere. Record these sessions as programs and check completions in the compliance view.
How to set it up in ZeniaHR
- Create Learning programs for destination products, first aid, emergency handling, ticketing and visa updates, customer handling and POSH awareness.
- Mark first aid and emergency programs mandatory for tour managers, with validity in months as your trainer advises.
- Enrol sales and operations staff in product training before each season, and tour managers in safety programs before their first departure.
- Record familiarisation trips and outside first aid courses as external programs with their hours.
- Close each session by marking attendees complete; every completion is stored with a certificate number.
- Before each season, check the compliance view to confirm every tour manager has completed the mandatory programs.
Read more about learning and training in ZeniaHR.
Roles this applies to
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What training do tour managers need?
First aid, handling medical emergencies and lost documents abroad, altitude sickness awareness for high-altitude tours, road incident and evacuation steps, and the company's escalation chain. Add destination training for their routes and conduct rules for travelling with guests, and refresh first aid on the trainer's cycle.
How do travel companies train consultants on new destinations?
Through product sessions before each season covering itineraries, hotels, inclusions and cancellation terms, and through familiarisation trips where staff travel the route themselves. Record both as training programs, so managers know who can confidently sell which destinations.
How often should ticketing and visa staff be trained?
Whenever rules change, which is often. Short updates on airline fare, baggage and refund policies, and on embassy requirements for key destinations, work better than one annual course. Record each update so the team can show who has been briefed.
How do you check tour managers' training before the season?
Record each mandatory program with its validity, mark completions after each session, and look at the compliance view before the first departures to confirm every tour manager has completed them. Plan refreshers from completion dates, so first aid does not lapse mid-season.