8 Steps to Creating a Great Itinerary

Please raise your hand if you’ve ever felt overwhelmed by a guest’s request.  When you hear what they want, you’re hit with the pressure of making the request a reality; momentary panic sets in.  It’s daunting enough creating memorable interactions with strangers all day long – never mind putting together itineraries that delight the most cynically sophisticated of travelers.  Well, there’s good news: creating a noteworthy itinerary doesn’t have to be that daunting.  With the right template and tools at your disposal, you could easily create an engaging interaction – all without hours of research, struggling with your resources or constantly racking your brain for ideas.  Learn more about our Concierge system, and we’ll walk through how to use it.  When we’re done, you’ll know exactly how to create beautiful itineraries full of great information that is appreciated by the most discerning travelers.

Step One: Start with a Two-Minute Understanding Session

The simplest way to prepare yourself for requests that can vary wildly is to stick with a habit for processing the information.  Two minutes may seem short, but you’ll be surprised by how much you can get organized in this small amount of time.  Take two minutes to define for yourself what the guest is asking for and how you understand they want it accomplished.

Step Two: Focus on the Easy Steps First

Once you have a plan in mind, focus on completing the easiest steps first.  These tasks create momentum because they are simple to complete. 

Step Three: Map Out the Times and Locations

Every recommendation should be carefully considered in relation to travel time and location.  Guests who have packed too much into their wish list will inevitably end up cancelling some of their plans – or worse, be a no show.  You can guide their itinerary to include extra options if they have free time, but be wary of overbooking the calendar.

Step Four: Anchor the Itinerary with the Must-Dos

Take the time to identify the must-dos for your guest.  They may want to accomplish a lot.  But, what are the main points that are most important for them?  By focusing the itinerary around their goals, you may realize opportunities to surprise and delight them around the must-do list.

Step Five: Create an Achievable Checklist

For each point on the itinerary, create a checklist of fun items in which the guest can take part.  They may want to visit the Statue of Liberty, but do they also know about the Wall Street bronze bull statue nearby (or the Fearless Girl statue)?  Do they also want to visit the historic Fraunces Tavern or the South Street Seaport while in the neighborhood?  Adding value to their goals will create options that make the distance worthwhile.

Step Six: Be Accountable

Once you complete the itinerary and send the guest on their way, do they know how to reach you if they need assistance?  Often Concierge send their guests out into the world without the tools needed if they run into a hiccup.  Make sure your guest knows you are there for them after they leave.  Give them ways to reach you or the contact details for the venues and companies in their itinerary.  Encourage the guests to reach out when their plans change.  This will also help you reduce no shows for reservations.

Step Seven: Create Small, Enjoyable Extras

Giving the guest an extra service or added value is a great way to build your relationship.  Do you know that the guest loves sweets?  Send them a treat from room service with your compliments and a hand-written note.  Would the restaurant be willing to offer them a special table or more attentive service if you call?  Anything extra that enhances their experience will ensure the guest is delighted with their stay. 

Step Eight: Focus on Routine Research

Make it your everyday routine to search for new events and offerings in your area.  Is there a new festival coming up in a few weeks?  Will there be a special tasting menu at a fabulous restaurant?  Always be reading and searching for new opportunities that you can share with your guests.

Putting It All Together

If you follow these steps, you will be able to create tailored itineraries that are meaningful to your guests and complete them efficiently.  Your question for the guest will be: the answer is yes, what is the request?