2023 Pletoura by Inspired Trip | Images from Unsplash
Onboarding Guide
Last updated: 26 September 2023
Overview
Welcome to Pletoura!
Pletoura is a platform that provides trip planning and hosting services within the Southeast Asia region. Our platform encompasses 11 countries, including Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand, Timor Leste, and Vietnam.
As a trip host with Pletoura, you will have the opportunity to share your love and passion for Southeast Asia with our clients. Our trip hosts are based within the region and are knowledgeable about its diverse cultures, landscapes, and cuisines.
We believe that travel is an opportunity to connect with people and cultures in meaningful ways, and we are committed to providing our clients with unique and authentic travel experiences. As a Pletoura trip host, you will play an important role in making this happen.
This guide will provide you with all the information you need to get started as a Pletoura trip host, including an overview of our platform, your responsibilities as a host, and the support and resources available to you. We are excited to have you on board and look forward to working with you to create unforgettable travel experiences for our clients.
Host Responsibilities
At Pletoura, we are committed to providing our clients with unique and authentic travel experiences in Southeast Asia. As a Pletoura host, you play an important role in providing our clients with a truly authentic travel experience. In this section, we will outline your responsibilities as a host, and provide guidance on how you can ensure that our clients have an unforgettable trip.
- Provide a warm welcome: As a Pletoura host, you are responsible for welcoming our clients and making them feel comfortable during their trip. This includes being friendly, approachable, and responsive to their needs.
- Plan and organize the trip: You will plan and organize trips, including selecting destinations, arranging transportation, and making reservations. You should have a deep understanding of the region and be able to provide valuable insights to our clients to help them make the most of their trip.
- Share your knowledge and expertise: As a local expert, you are responsible for sharing your knowledge and expertise with our clients. This includes introducing them to the local culture, history, and customs, as well as providing recommendations for local food and activities. You may also engage local guides who can provide more extensive knowledge and enrich our clients’ experience.
- Ensure safety and security: You are responsible for ensuring the safety and security of our clients throughout their trip. This includes taking necessary precautions, such as avoiding high-risk areas or activities, and being prepared for emergencies.
- Maintain professional conduct: You are expected to maintain a high level of professionalism at all times, including dressing appropriately, being punctual, and communicating clearly and effectively with our clients. Your behaviour should be respectful, courteous, and inclusive, and you should avoid any behaviour that may make our clients or local people feel uncomfortable or unsafe. As a Pletoura host, you are expected to uphold our values of inclusivity, diversity, and respect for all individuals, including the local communities and cultures that we visit.
- Represent Pletoura: As a Pletoura host, you are representing our platform and our values. You should conduct yourself in a manner that reflects positively on Pletoura and our commitment to providing unique and authentic travel experiences.
Remember, our clients are trusting you to provide them with an unforgettable trip experience. By fulfilling these responsibilities, you can help create unforgettable travel experiences that our clients will cherish for a lifetime.
How our platform works
- Trip design: In your onboarding email, you should have received a host profile template and trip detail template in Google Form format. These templates contain sufficient details on what needs to be included in your trip listing. After submitting them, we will vet through the trips to ensure they meet Pletoura’s standards. We will discuss with you if any amendments are required. Once the trips have passed this process, we will proofread, edit, design and publish the web pages accordingly.
- Managing your trip listings: After your trips have been published on our platform, you will be responsible for managing them. You can update or modify trip details such as the itinerary, pricing, and availability at any time by emailing us the changes. However, please note that making drastic changes to a published listing is not recommended. We suggest that you notify us immediately if there are any significant changes to your trip details.
- Trip booking: When a client books your trip, you will receive a notification from our designated WhatsApp number (+60) 10 928 6921. You will be able to view the details of the booking, including the trip date, time, and any specific requests from the client. As the host for the trip, you will need to confirm the booking through the same WhatsApp channel so that we can notify the client and collect payment. Please note that cancellation and payment policies will be in effect based on the agreement that was made during the trip design stage.
- Host payment: We use Wise, a foreign exchange company that makes international money transfers fast and seamless, to pay your remuneration. This allows us to make the payment to your preferred bank account, in any preferred currency, while absorbing any accompanying fees. Payment will be made within 14 days of the completion of the trip. Please ensure that you provide us with accurate payment information when requested.
- Handling inquiries: Sometimes, a client may have inquiries or requests regarding your trips. We will facilitate this with you via the same WhatsApp channel mentioned above. You should respond to these inquiries in a timely and professional manner to ensure a positive client experience.
Note that our platform is constantly evolving and we may update our processes from time to time to improve the user experience. We will notify you of any changes and provide support to ensure that you are comfortable with us. If you have any questions or concerns about the process, please don’t hesitate to reach out.
Safety and Security
General safety guidelines: Hosts should follow general safety guidelines to ensure the safety of their clients. This includes being aware of their surroundings, avoiding dangerous areas, and keeping valuables secure. Hosts should also be aware of any potential scams or thefts that are common in the area, and advise their clients on how to avoid them.
Emergency procedures: In case of an emergency, hosts should keep a list of emergency numbers for the country of travel that they can contact when needed. This list should be shared with clients at the start of the trip. In addition, hosts should be aware of the emergency protocols for any activities or experiences that they are providing, and should communicate these protocols to their clients.
Insurance requirements: Hosts are strongly recommended to hold a valid travel insurance or related insurance to protect themselves during the trip. Pletoura will not be involved in this process at this time, but may plan to do so in the future as an incentive to our hosts. Hosts should also make sure to communicate to their clients about the importance of having their own travel insurance.
Health and safety: Hosts should prioritize their own health and safety, as well as that of their clients. They should obtain necessary vaccinations and take precautions against common illnesses when required, and advise their clients to do the same. Hosts should also be aware of any local health and safety regulations that apply to their activities or experiences, and ensure that they are in compliance with them.
Legal compliance: Hosts should comply with all local laws and regulations, including those related to tourism and hospitality. If the host is not a licensed tour guide, they should refrain from providing professional services which should be reserved for licensed guides. The same goes for activities where a professional guide is required. Hosts are better off hiring a licensed guide when needed.
Risk assessment: Hosts should conduct a risk assessment of their activities and experiences during the trip planning stage to identify any potential hazards, and develop strategies to mitigate those risks. They should communicate these risks to their clients and provide clear instructions on how to avoid them. Hosts should also make sure that clients are aware of any potential risks associated with the destination, such as natural disasters, crime, or political unrest.
Reporting incidents: In case of any incidents or accidents, hosts should ensure their own safety and that of their clients before notifying the company via WhatsApp. Hosts should document any relevant information related to the incident, such as photos, witness statements, and police reports, in case legal procedures are necessary.
Communication: Hosts should communicate clearly and effectively with their clients during the trip. This includes setting expectations for behavior and conduct, and establishing open lines of communication for clients to voice any concerns or issues. Hosts should also be prepared to handle any potential conflicts or issues that may arise during the trip, and have a plan in place to address them.
Quality and Standards
As a Pletoura host, you represent our brand and are responsible for delivering high-quality experiences to our clients. To ensure that our clients have a memorable and positive experience, we have established the following quality standards:
Communication: You must maintain clear and timely communication with your clients before, during, and after the trip. Respond to their queries and concerns promptly, and be proactive in providing updates and information related to the trip.
Professionalism: You must maintain a professional demeanor at all times, and adhere to the cultural norms and customs of the country you are operating in. Dress appropriately, behave respectfully, and refrain from using inappropriate language or engaging in activities that could compromise your reputation or the reputation of our brand.
Personalization: You should strive to personalize the trip to meet the unique needs and interests of your clients. This could include customizing the itinerary, offering local insights and recommendations, or tailoring the experience to their preferences.
Safety: You must prioritize the safety and well-being of your clients at all times. Follow the safety guidelines and recommendations provided in the Safety and Security section of this guide, and ensure that your clients are aware of any potential risks or hazards associated with the trip.
Satisfaction: Ultimately, your goal should be to ensure that your clients are satisfied with the trip and have a positive experience. Encourage them to provide feedback and reviews, and use this information to improve your services and enhance the overall quality of our brand.
Payment and Commissions
As a Pletoura host, you will earn commissions on each completed booking made through our platform. The commission structure is as follows:
- You will receive 90% of the booking fee for each completed booking
- Pletoura will retain a 10% commission fee for each completed booking
Payment will be made through Wise, and will be processed within 14 days of the completion of the tour. It is important to keep in mind that the commission fee is used to maintain and improve our platform, marketing efforts, and customer support.
In addition, please note that it is your responsibility to ensure that your payment information is accurate and up-to-date with us. Failure to provide accurate payment information may result in payment delays or errors.
If you have any questions or concerns regarding payment or commissions, please do not hesitate to reach out.
Legal and Compliances
As a host, it is your responsibility to comply with all applicable laws and regulations related to hosting activities, including but not limited to permits, licenses, taxes, and insurance. You should also ensure that all activities and experiences offered to clients are legal and do not violate any laws or regulations. For example, if you plan to offer a guided tour of a national park, you should obtain any necessary permits or licenses from the relevant authorities before offering the tour, or else hire a licensed guide. It is important to note that Pletoura is not responsible for any legal or regulatory issues that may arise from your hosting activities. As a host, it is your responsibility to ensure that you are in compliance with all relevant laws and regulations.
Support
We are always here to support you in your journey as a host. If you have any questions or concerns, please do not hesitate to reach out to us via email at hello@pletoura.com or WhatsApp. We are happy to assist you with any issues or difficulties you may encounter during your trip planning or hosting experience. Our team is dedicated to ensuring that you have a smooth and enjoyable experience with Pletoura. Additionally, we will provide you with regular updates and news about Pletoura and the tourism industry in general to keep you informed and up-to-date through a monthly newsletter delivered to your email.
Additional Resources
Trip design format: We highly recommend referring to Merake Adventures and 57 Hours for inspiration in designing your trips. While Pletoura is not an exclusive adventure travel company like them, their format in presenting their trips is something we like to emulate. By referring to these websites, you can gain insights into the structure and content of a well-designed trip.
Trip pricing: At Pletoura, we understand the importance of pricing your tours and activities correctly. To assist you in this process, we have developed a customized budget and expense table in a Google Sheet, which you can easily access by making a copy to your Drive (File > Make a Copy). This tool is designed to provide guidance on pricing considerations. Simply hover over the cells marked with a black triangle to view explanations of their purpose. We have also included a sample sheet for reference. However, please note that this is a guide, and if you already have your own pricing template, feel free to use it instead.
We also suggest checking out these two articles 5 tips to find the right price for your tours and activities and 7 tips to find the right price for your tours to find the right price for your tours. As a basic rule of thumb, start with the potential expenses, then price your time at an hourly rate or other, and finally factor in the platform commission.
Trip guiding and hosting: To help you develop your skills as a great tour guide and host, we recommend watching “What makes a great tour guide and host?“, a TED talk by Rick Steves. This talk provides valuable insights into the practices and skills that make a tour guide and host successful. It can also help you develop a greater enthusiasm for pursuing this job.
Stay updated on Southeast Asia: The South East Asia Travel Show is a weekly podcast that provides insights and updates on the latest travel and tourism developments in the region. This is a great resource to stay up-to-date with trends, news, and insights related to Southeast Asia travel. Additionally, we recommend following local travel blogs and social media accounts to stay informed about the latest happenings in the areas where you will be hosting your tours.
"Passion"
Anthony Bourdain was known for his deep love and appreciation for Southeast Asia, particularly its food and culture. He often spoke about his passion for the region, and here’s a quote that captures his sentiment:
“I think food, culture, people, and landscape are all absolutely inseparable… I think you have to experience a place through its food. I really do. That’s the only way to get to know a culture.” – Anthony Bourdain
Bourdain believed that food was a way to understand and appreciate the nuances of a culture, and Southeast Asia’s diverse and vibrant food scene clearly resonated with him. He often expressed admiration for the region’s street food, hawker stalls, and local markets, and frequently highlighted the beauty of Southeast Asia’s landscapes and people in his shows. Let us apply the same passion in the experiences we provide and make unforgettable memories not just for our guests, but for ourselves too!
