Tour Managing & Escorting with Cruise Express

• Who is Cruise Express?
• Cruise Express Escorted Journeys
• Tour Manager, Train Manager and Tour Escort roles
• Professionalism
• Working hours
• Appearance
• Teamwork and communication
• Seating, toilet arrangements & mobility issues
• Safety and Risk Management
• Incident reporting

NOTE: These guidelines have been created to cover a broad range of ‘on tour’ roles and scenarios.
Some details may vary by group and/or destination.

1. Who is Cruise Express?

Cruise Express International is a multi-award-winning travel company, with an enviable reputation for organising both domestic and international cruise and rail travel and hosting an annual series of ‘Escorted Voyages’ throughout the world.

In operation since 2001 and recognised as one of Australia’s leading tour companies, Cruise Express offers a broad range of holiday experiences for singles, couples, friends and families.

Our mission is to deliver dream holiday experiences to our clients with knowledge and professionalism. 

In addition to our head office at Balmain, we have stores at Gordon on Sydney’s North Shore and Erina on the NSW Central Coast and a home-based agent in Perth. Our friendly, expert team has cruised widely and many have also travelled on our heritage rail journeys.

Our growing number of clients reside all over Australia (and New Zealand) and many have formed enduring friendships with fellow passengers they have met whilst exploring the world on tour with Cruise Express.

2. Cruise Express Escorted Journeys

Cruise Express operates a range of group escorted journeys within Australia and around the world. These include fly / cruise / tours, rail & sail and rail only journeys.
Our aim is to ‘under promise and over deliver’, ensuring our inclusions are superior to other tour operators by adding a personal touch, special experience or additional features, not originally included or promoted, to make the tour memorable.

We look for unique experiences to offer our clients whether by cruise, tour, rail or a combination of these elements.

We pride ourselves on high levels of customer engagement and satisfaction, resulting in an enviable repeat client factor. We see our Rail & Sail departures as an opportunity to reach a new audience of clients, enticing them to develop an interest in other cruise tours, whether they travel independently or on future Cruise Express group escorted journeys.

3. Tour Manager, Train Manager and Tour Escort roles

The role of our Tour Manager is to manage the group’s overall travel arrangements and client wellbeing at all times whilst the trip is underway and to lead our team of Tour Escorts. 

Our Train Manager is responsible for ensuring all train services operate on time into and out of all scheduled stops and for the safety of passengers whilst travelling on any heritage rail equipment.

The Tour Manager and Train Manager are jointly responsible for the smooth running of the tour as advertised.
The Tour Escorts report to the Tour Manager and are responsible for maximising client comfort and satisfaction and must follow either the Tour or Manager’s direction at all times.

4. Professionalism

Managers and Escorts must be professional at all times, with the aim of providing the highest level of customer service and ‘smoothing’ the client experience as they are exposed to early starts, local conditions, touring, rail staff and volunteers and their fellow group passengers.

All Cruise Express representatives are required to ensure orderly and timely group passenger movements by cruise, rail and road services. They are required to maintain regular and ongoing contact with all passengers – advising them of important meeting times and places, updating them if/when there are changes to the touring schedule and being alert to any issues at hand.

Commonly, some clients on tour will be travelling with Cruise Express on an Escorted Journey for the first time so they may NOT be fully aware who Cruise Express is. All members of the Escorting team are charged with promoting Cruise Express, our upcoming trips and the range of travel services we offer at every opportunity.

Escorts are required to be aware at all times of the possibility of adverse situations arising whilst on tour. Please raise any possible issues with the Tour and/or Train Manager before they become a ‘problem.’ Issues may arise at any time in relation to cabins, dining, seating, toilets, food or personality conflict. Expect the unexpected!
If we know about possible issues, we can do something about them on the spot!

5. Working hours

There are no fixed working hours for our Escorting team. Whilst on tour the hours on duty may vary from early morning to late at night. There will be opportunities to catch up on personal time but whilst on tour you may be required to be on duty at any time.

If you wish to take a break please check first with your Tour Manager to agree a suitable time and ensure this is done in an appropriate location (eg. on trains in the allocated crew compartment / seats / carriage).

6. Remuneration

Cruise Express will pay all Tour/Train Managers and Escorts a daily rate. This payment is the fee for your time away and for any extra meals and incidentals whilst on tour.

Tour/Train Managers and Escorts will be provided with transfers and pre-tour accommodation to meet the groups they are assisting. Please retain receipts for reimbursement of out of pocket expenses and complete the attached Expense Claim Form upon completion of the tour.

7. Appearance

Neat, clean clothing and a well groomed personal appearance should always be a key focus for all team members whilst on tour, with neat makeup (female), clean-shaven or neat beard (male) and long hair tied back.  

You are likely to have to deal with cruise line, rail and other officials on behalf of the group, and professional yet comfortable attire will enhance your level of confidence and authority when at work. Clothing must be neat and clean at all times.

Uniform shirt: Cruise Express navy blue polo shirts will be provided and should be worn at all times when on duty.
Pants: Tour Managers and Escorts are required to provide their own skirt (female) or trousers (male/female). Solid colors of black or navy blue are preferred. Quality black or dark blue denim jeans are also acceptable onboard the trains (no rips, please).
Shoes: Tour Managers and Escorts are required to provide their own comfortable, professional, closed-toe, low-heel shoes. They should be black, navy or brown in colour. Quality, clean runners are acceptable for comfort during days onboard the trains.
Hair: Must be neat and clean and those with long hair are encouraged to wear it back (away from the face) when on duty. Cruise Express ‘Crew’ caps are provided and must be worn for easy identification when on duty.
Name badge or Lanyard: Identification will be issued to all team members prior to departure and must be worn at all times when on duty.

7. Teamwork and Communication

It is critical that the Tour/Train Managers & Tour Escorts work together as a team at all stages of the journey.
Escort information packs and daily run sheets will be provided for all team members at a briefing held prior to each group departure. THESE ARE ESSENTIAL READING as they contain important information including

• Who is responsible for what and when
• Passenger manifests
• Seating layouts for the train
• Contact information for suppliers – coaches, hotels, caterers, etc

The Cruise Express team will get together at various times during the trip, at least once daily, to ensure everything is running smoothly and to clarify who is responsible for what upcoming tasks and duties.
At least one Tour Escort will be allocated the role of taking photos throughout the tour. This is an essential and important part of the trip. At the end of each tour, photos are collected and uploaded to the Cruise Express website for all passengers to view and enjoy. It is requested, therefore, that photos of all aspects of the cruise tour are captured.

Photos may be taken with a digital or phone camera. Please ensure that the photos are sent or emailed to the Cruise Express marketing team as soon as possible after you return home from the tour.

ALL ESCORTS MUST CARRY THE RUN-SHEET WITH THEM AT ALL TIMES
YOU WILL NEED TO REFER TO IT ON A VERY REGULAR BASIS!

8. Seating, toilet arrangements & mobility issues

The heritage rail carriages used on our tours will vary significantly and may change at any time depending on availability and servicing needs – this will be communicated to all passengers prior to departure. All passengers are required to accept the company’s terms and conditions of travel which mention the variable nature of heritage rail rolling stock, differing seating types and styles and the age of onboard facilities, including toilets.

Passengers have also declared that they are able to climb steps up and into trains and are able to navigate a moving vehicle to use the onboard toilet facilities.
The Tour and Train Managers are within their rights to deny boarding to any passenger who appear unable to comply with these guidelines or who has provided misleading information or who may for any reason be a risk to other passengers.

If this is determined to be necessary, the Crisis Manager for the tour should be contacted for a final decision to be made and should then be handled in a sensitive way with the client(s).

9. Safety & Risk Management

Tour Managers and Escorts are jointly responsible for passenger safety and enjoyment at all times.
Rail travel is higher risk than cruising as medical facilities are not always immediately available. Rail journeys by their nature may visit rural areas where medical support is not immediately available.

On many trains there are areas such as crew areas, baggage vans, power vans and locomotives that are off limits to passengers. Should you find a passenger in an area that is off limits please politely ask them to move back to the passenger areas.

Passengers may on occasion be allowed to visit the cab of a locomotive – this is fine with the agreement of the drivers on the day. Under no circumstances are passengers allowed to ride in the locomotives. If in doubt speak to the Train Manager.

Should you see a passenger with any part of their body protruding outside a window or door, please ensure they bring themselves wholly within the carriage for their own safety. Infrastructure and trees can be very close to the train and may cause serious injury. This may also be reported to State Rail Operations with implications for licencing etc.

On some tours we offer access to working rail yards. Passengers will be provided strict instructions as to yard limits, access and trip hazards. However please be alert and aware that some will not always heed instructions.

 The Tour Manager must be aware of the company’s policies and expectations regarding the handling of incidents whilst on tour. Appendix ‘A’ lists each incident and the appropriate course of action to be taken by the Manager. This must be read by all Tour Managers and Escorts prior to departure of any group tour.

Each tour must have at least one Cruise Express escorting team member with First Aid qualifications and RSA (Responsible Service of Alcohol) accreditation. You will be personally responsible for acquiring these qualifications and keeping all certification valid at all times. The designated team members will be identified prior to each tour commencing. At least one Tour Manager/Escort must travel with a first aid kit (currently one in Erina and one in Gordon offices).

10. Incident reporting

ALL incidents are to be recorded on incident report forms held by the Tour Manager and Train Manager. A list of potential ‘Incidents’ is listed in Appendix A below. This list should not be taken as fully comprehensive. Many and varied incidents may occur on tour at any time and may require reporting. 

The Incident ‘log’ will be reviewed daily for any immediate action and at the end of each trip for improvements or issues to be identified. As much information and detail as possible should be provided at the time of any incident arising.

The Tour Manager’s role

The Tour Manager is responsible for the smooth running of the Cruise Express touring itinerary, client wellbeing and for supervising and managing the Escorting team whilst on tour. They will work closely with the Train Manager at all times throughout the journey.

Specific tasks

• Run daily briefings, updates and debriefs with Train Manager and Tour Escorts
• Reconfirm services and timings with suppliers such as coach operators, caterers, etc as required

Onboard ship

• Arrive early and set up Cruise Express banner shoreside to be visible and provide info/assistance to arriving clients
• Meet with the onboard Groups Manager as soon as possible after embarkation to reconfirm all group services such as cocktail party and hospitality desk
• Coordinate the delivery of info envelopes to clients (lanyards, welcome aboard letter, cocktail party invite, etc) with Tour Escorts
• Set up the Cruise Express banner and man the hospitality desk at designated times. Be available to assist clients with general queries and look for opportunities to promote Cruise Express to other onboard passengers. Be discreet!
• Encourage clients to book their next cruise whilst onboard
• Host the cocktail party and give a welcome aboard speech on behalf of Cruise Express. Introduce other members of the Escorting team, acknowledge returning clients, highlight special details of the trip, etc.
• Pay for any relevant onboard group costs
• Discuss disembarkation plans with onboard Groups Manager and determine whether the ship or Cruise Express will convey this information to clients
• Ensure all clients are updated with correct disembarkation details
• Gather the Cruise Express team and clients together at one central disembarkation point and mark off manifest to ensure all clients are accounted for
• Nominate one Escorting team member to disembark and locate coaches and drivers
• Coordinate smooth disembarkation of clients together with the ship’s staff

The Train Manager’s role

On rail tours the Train Manager works closely with the guard and/or driver regarding the schedule of the train in relation to the timetable. Whether running ahead or behind, this is then communicated to the Tour Manager and Tour Escorts or direct to the passengers. Sometimes, if running ahead of time, we may make an unscheduled stop at a platform for a leg stretch. If the Train Manager is able to organise this, again it will be communicated to other members of the team and passengers.

The Train Manager will have a good working knowledge of the rail operator and key personnel, rail lines, stations, expected travel times considering the equipment being used, platform lengths, train lengths, water availability, yard layouts or availability, turntable locations, triangle locations, train / carriage / locomotive speed restrictions, knowledge of station orders, line speeds, track owners and limits, platform heights, perway restrictions and station facilities (toilets). 

The Train Manager will ensure that they have the most up to date rail timetable for the areas they are in (timetables from track owners). The Train Manager will also be aware of expected X’s (crosses with other trains).

The Train Manager will at all times carry a railway approved high visibility vest with them should they need to access tracks or other restricted areas.

The Train Manager will know what equipment is being used including locomotives, power cars, baggage vans and passenger carriages. It is helpful to have a working knowledge of the carriages being used particularly when it comes to water capacities for toilets to ensure water is monitored and replenished when needed (if possible). If the train is air-conditioned the Train Manager should meet the electrician or whoever is responsible for this in case anything needs adjusting.

Train as the first part of the tour

Passengers joining the train may or may not be staying close to the station. Team members will be allocated to meet and greet clients, handing out tickets and explaining what happens next. Others will be allocated to the train to point people to the baggage card and right carriages and seats. Any seating issues will be handled by the Train Manager.
This will be covered in the pre tour briefing.

Train as the last part of the tour
Same as above however passengers will already have tickets so an announcement will be made on the coach as to what to expect at the station.
This will be covered in the pre tour briefing.

The Train Manager will head straight to the platform and speak with Driver / Guard Train manager as to any updates on timings, train operation etc. If possible contact the train ahead of arrival to check which platform it will be on. If there are any issues such as failure of lighting, air conditioning, toilets etc. these should be communicated to the Tour Manager and staff right away and clients as required and as soon as practicable.

Any problems or queries from train volunteers or onboard staff should be directed to the Train Manager.

A Train Manager will often be asked by passengers about the train history, rail history or points of interest and should be available at all times for this. 

If members of the Escorting team are unfamiliar with the train equipment being used – ensure they are aware ahead of time where staff space is, where toilets are and if applicable where lounges or dining cars are located.

The Train Manager throughout the journey should keep in touch with the driver / guard / onboard train manager to check on progress of train against the table. If the train is running ahead of schedule then try and arrange leg stretch stops where possible. If the train is running behind then let CXP staff / passengers know.

At lunch stops they will check with driver / guard / onboard manager as to the required departure time BEFORE arrival at that stop so that this important information can also be communicated to the Tour Manager, Tour Hosts and clients.

The Tours Escort’s role

The Tour Escorts are responsible for maximising client comfort and satisfaction and must follow either Manager’s direction at all times. Tour Escorts must serve food and beverages to clients first, before taking their own. Tour Escorts should be proactive whilst on tour, try and sort out guest queries themselves before escalating to the Tour Manager/Train Manager.

The Crisis Manager’s role

The Crisis Manager is on call for the duration of the tour to be contacted in an emergency. This does not include contacting suppliers down the line to reconfirm train arrival times; that is the job of the Tour Manager whilst on tour. 

Emergency Contacts

1. Cruise Express Groups/Crisis Manager – Rebecca Barnes – 0414 44 99 55

rebecca@cruiseexpress.com.au

Cruise Express Managing Director – Meg Hill – 0418 612 581 

meg@cruiseexpress.com.au

Cruise Express Director – Clive Heath – 0431 480 491

clive@cruiseexpress.com.au

APPENDICES
Appendix ‘A’ – Risk Management and action

Potential Risk # 1 – High risk with low impact

Customers do not understand what they have purchased or the nature of a heritage rail journey with issues such as old fashioned toilets, a range of carriages with varied seating conditions and mobility problems causing distress and/or passenger complaints. Examples:

• Toilets cease to work or run out of water

• Variation in carriages and seating

• Mobility issues resulting in accidents

Action Plan:

• Tour Manager and Train Manager to attend to issue and/or passengers immediately and rectify the problem where possible
• Possible denied boarding prior to departure of non-complying passengers, in which case, the Crisis Manager must be alerted
• Complete an incident report form as soon as possible

Potential Risk # 2 – Medium risk with medium impact

Incident causing major delays or plan changes where no injuries have occurred but where the tour or what has been sold is significantly disrupted resulting in re-routing, booking or cancellation items and repatriation of passengers. Examples:

• Breakdown of train locomotives or carriages

• Non arrival of coaches

• Severe weather conditions

• Unexpected track work

• Accident involving other trains or vehicles

Action Plan:

• Tour Manager and Tour Manager to meet with all staff and advise of situation
• Crisis Manager to be alerted 
• If passenger plans are disrupted, Crisis Manager to assist in troubleshooting and developing an alternate plan
• Prepare advice to passengers to ensure a clear and timely update is made
• Set timelines for updates and expectations to passengers
• Complete an incident report form as soon as possible

Potential Risk # 3 – Medium risk with medium impact

A major medical emergency occurs onboard such as food poisoning, collapse, unconsciousness etc resulting in the need to provide first aid and seek emergency medical assistance resulting in delays or changes to the itinerary.

Onboard assault resulting in a passenger being injured or another asked to disembark. Examples:

• Any medical emergency requiring emergency services

• Passenger exhibiting signs of sickness

• A fall or collapse of a passenger

Action Plan:

• Tour Manager to assess affected passenger(s)
• Make announcement for medically qualified passenger(s) to assist
• Qualified personnel to offer First Aid
• Summon and liaise with emergency services if required
• Isolate passenger(s) for comfort and privacy if they can be moved
• Crisis Manager to be alerted
• Complete a detailed incident report form as soon as possible

Note: For an onboard assault it is essential that staff only become physically involved to protect or separate the warring parties. If the assault has ceased those involved cannot be touched. They can be asked to disembark at the next stop. If they do not agree they should be advised that the police will be called.

Potential Risk # 4 – Low risk with high impact

Major incident such as derailment or crash causing injury or worse where we have harm to passengers with potential for subsequent legal action.
Examples

• Derailment
• Crash
• Any incident where injuries are suffered by passengers, staff or crew

Action Plan:

• Summon and liaise with emergency services as required
• Tour Manager and Train Manager together with train team to assess passengers for injuries
• Make announcement for medically qualified passenger(s) to assist
• Qualified personnel to offer First Aid
• Crisis Manager and Managing Director to be alerted
• Tour Manager and Train Manager together with train team to check for any damage to equipment
• Complete a detailed Incident report form as soon as possible

Attachments

• Incident Report form

https://docs.google.com/document/d/19TAjwmg6shq1fOHXftjOuMHqi6Cc0iuv3KOyU8FY950/edit?usp=sharing

• Expense Claim form

https://docs.google.com/spreadsheets/d/1lEb68_o5BMtgoCRwObvqgiDpJLQFllAolQeVKO8IYDk/edit?usp=sharing

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