Your Programme Manager will provide you with details for each group including the number of students, flight details and group leader details, as well as coach booking details and driver contact details. From this you will need to create a schedule for the day, allocating Tour Guides to be stationed at each airport for arrivals. 

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Tour Guides should remain at the airport in shifts, covering more than one arrival wherever possible. 

When creating the schedule, you should allow for 30 minutes prior to the team members first group arrival time to allow them to familiarise themselves with the layout, the coach parking area, and to contact the driver for confirmation. 

For more information on the procedure at the airport, see the relevant Tour Guide Online Training Document

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Your team should maintain frequent contact with the Tour Coordinator throughout the day, particularly at group meetup and coach departure. 

The schedule should allow, where possible, for the team member to travel back with the final group of their shift, and the team member must engage with the group on the journey. The must not sit on the coach with their headphones in as if their shift is over. 

Other areas of scheduling include an allocation of team members or managers to greeting students when the coaches arrive on campus - this is orchestrated by the Campus Coordinator. 

A sample schedule for London Heathrow can be seen below.

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Key steps to producing the transfers chart are as follows:

1. Your Programme Manager will send you a list of group names and flight times which you must confirm with each group leader. Any discrepancies must be investigated immediately as transfer bookings are likely to be already in place. This is true for both arrivals and departures.

2. Allocate each group departure on the spreadsheet in flight departure time order

3. Allocate an team member for each reasonable chunk of time. Team members will stay at the airport for as long as is reasonable to cover as many arrivals as possible. In the example below, team member 1 is assigned to stay at the airport for 3 arrivals, then return to the centre on the coach with the third arrival group. 

4. Ensure each team member arrives at least 30 minutes before the flight arrival time of their slot, to allow them time to locate the coach area, contact the coach driver and find the arrivals gate)

A more detailed overview of what the team member must do when at the airport can be found in the Tour Guide and Campus Leader Online Training Manuals

Team member must check in with the Tour Coordinator before leaving for the airport, confirming all information one final time. It is important for you to keep an eye on travel information throughout the day, and any possible disruptions that may affect your plans.

When groups arrive at the centre, their time is then managed by the Campus Coordinator. 

When arriving at the centre, the groups should be met by a member of the Campus Team at the coach drop-off point. 

Groups should be led to the luggage storage area, given a chance to use the restrooms. 

Next up, the groups should be given a guided tour of the available spaces in the campus. 

After the tour, groups should be allocated rooms keys and, if 6pm or after, handed a packed meal, then taken to their rooms.

NOTE: groups who arrive particularly early will need lunch providing at around 12.00-2.00pm - this usually requires the Campus Coordinator to arrange a pizza delivery. All groups get packed dinners at or after 6pm. 

NOTE: It is a good idea to assign roles to the campus team so that one conducts guided tours, one does the meet and greet, and one does check-in and keys, for example. 

More information about the arrivals process can be found in the Tour Guide or Campus Leader online training.