Series
Brief, numbered observations from the field. Notes from watching a reservations handoff, preparing a vehicle, studying a check-in process or reading an old CRM record. The raw material of better operations.
The most important communication platform in African safari is not any official booking system. It is a messaging app not designed for business operations. This is worth thinking about.
The moment a booking moves from one person or system to another is where information leaks, assumptions form and guest experience begins to diverge from guest expectation.
A returning guest's preferences are almost always in their previous booking correspondence. Getting to them is the problem.
The word personalisation in hospitality has been diluted almost beyond usefulness. Here is a more operational definition.
A good guide carries an enormous amount of operational knowledge in their head. A CRM carries a different kind of knowledge. Neither is complete without the other, and neither currently has a good way to share.
The Operator's Brief
One useful idea about the business of safari, delivered regularly.