The Reveal: It was the practice of a well known Las Vegas restaurant to present the group host with one combined bill for all non-included beverages – both alcohol and soft drinks – at the conclusion of an event. This practice was contrary to what many groups prefer; that guests be billed individually for alcohol, and for soft drinks to be included. The practice created an awkward accounting issue for group hosts as an otherwise memorable and relaxing dining event concluded, and substantially increased the cost of the meal for the tour operator. The assessment revealed the restaurant’s billing policy was not group friendly and the report recommended appropriate changes.

The Outcome: Fortunately, billing practices for groups that preferred not to pay for alcohol were amended. Lessons from the assessment resulted in policy changes, making it easier for the restaurant to retain and attract future group business.

The Reveal: After the hotel management company made a substantial investment in marketing and advertising to attract group tours on weekly visits throughout the tourist season, the tour director fielded regular complaints about how noisy the property was. A busy highway in front of the hotel carried heavy traffic all night, disrupted guest’s sleep and made them unhappy.

The Outcome: Aware of the issue, the tour operator and the hotel put procedures in place to guarantee groups were only assigned odd-numbered rooms, on the back aide of the building, where traffic noise was greatly reduced. Complaints went away, the tour operator was happy, and the hotel retained the revenue from hundreds of room nights.

The Reveal: A popular heritage and cultural site in the arid southwest known for hosting senior travelers failed to consider the distant proximity of motor coach parking to restrooms and dining facilities. Walking distance between the two points challenged some, and on exceptionally hot days (which weren’t infrequent) created unsafe and even dangerous conditions for seniors at risk of heat exhaustion.

The Outcome: The park superintendent designated new motor coach unloading and loading zones adjacent to restrooms and dining facilities, greatly shortening walking distance and reducing the risk of a visitor emergency.

The Reveal: A remote, scenic destination on the Ontario shores of Lake Superior was presented with a golden opportunity to feature the destination when the operator of deluxe, private rail tours began bringing large groups to town. Friendly, knowledgeable local folks were enlisted as tour guides. Unfortunately, these good people were not provided with the information or resources they needed to conduct a tour. While authentic, and their efforts genuine, guides had become so accustomed to the area’s natural beauty they failed to recognize what foreign visitors really wanted to hear about – even though it was right before their eyes.

The Outcome: Aware of the need for better qualified step-on guides, the local tour operator agreed to conduct a half-day training program at the start of the tourist season. Guides were able to improve tour commentary and anticipate what really captured the attention of guests. Review ratings improved, and guests later recalled the experience as a favorite part of the entire tour.