Last week we described what an ordinary work day might look like using Odyssey 2.0. This week I want to talk about the stuff that consumes the rest of your week. The email replies, the chasing of information, like "did that supplier ever get back to us?"
Where does all the time go?
Think about your last season when bookings were coming in. How much of it was typing the same sort of message you've sent a hundred times?
Examples could include a new guest wants to know if panniers and a drink bottle come with the bike, a rooming list that needs to be sent to a supplier, or a balance is due from a guest. You know exactly what to say before you've finished reading the email or task, because you or your staff repeat this pattern daily. And it's the ten minutes of typing for each email afterwards that really chews your teams time.
Arival's research says about half of supplier bookings are still done by email. So it's ok, you're not the only one.
What happens when a supplier says no?
Lets walk this through, So you've booked a lodge for a departure later in season. They ring up and say they can't take your group after all. Now you know what has to happen next which of course you don’t enjoy, finding a replacement.
At this stage your making phone calls, digging through old emails to remember who else might work. Then you've got to send an email to whoever you decide, find the rooming list and a note to yourself to follow it up.
In Odyssey the supplier can respond in their own portal and tell you why it's a no. Odyssey sees it straight away, and puts together a list of who could take over as your next option based on if you’ve used them previously, or provides a list of similar options from an online search. You choose and the new supplier gets asked to confirm through their own portal link. The decline stays on the record in case you need it later. You can still make the call, it’s just that you don't start with a blank page. You can have this run automatically too, so you turn up to work this next day and your 2nd choice supplier has confirmed and is in the tour itinerary already.
How does it know to do all that?
We help you set up what we call workflows. It's a simple idea. Something happens, like a booking coming in, a payment landing, a guest emailing you or a supplier saying no, and Odyssey takes an action.
You don't have to build workflows from scratch, but you can. There are ready-made ones for sorting your inbox, for a heads-up when a new booking or enquiry arrives, and for a balance reminder before departure. You answer a few questions in plain English, test it, and turn it on when you're happy.
Does it send things without asking me?
A workflow does nothing until you switch it on. Even then, it stops and waits for you before anything goes out. You read the draft, change a word or two if you like, and approve it. If you've edited it, your version is the one that goes, then gets stored in the enquiry or client record.
How much you let it do is up to you. Some operators will want to approve everything for a while. Some will let the easy stuff run on its own once they are comfortable with the process. And some will leave it off. That's fine with us.
What about the emails you send on every trip?
Booking confirmations and pre-departure notes are the same words going to different people at the right time. They run on a timetable, so nobody on your team has to remember to send them. The workflows are for the one-off stuff you couldn't write in advance. Of course you have the option to email any customer or supplier and maintain a log of that communication.
Can I just ask it a question?
Yep. Say you want to know which departures still have a supplier who hasn't confirmed. You ask it in plain English and it gives you a response, table or a chart. It can look at your information but it can't change anything, so you can't break anything by asking.
Why does it work?
Because Odyssey already knows your guests, suppliers, guides, vehicles and resources. They're all in the one place and connected. So it isn't guessing. It's looking at the same picture you'd be looking at, just a lot quicker.
Want to see what it looks like for you?
If you're wondering how much of your week goes on admin, jump on a Zoom call with me. We'll show you what it looks like on a day like yours.
Next week: you know you need to move. Let's talk about how, without stopping your season.
About the author
Al Check is Co-Founder of Odyssey, the operating system for multi-day tour operators. He leads sales, marketing, business development, AI strategy, and channel partnerships, helping tourism businesses simplify operational complexity and build scalable, AI-ready systems.
With more than two decades of experience in adventure tourism, Al has worked across guiding, customer service, reservations, operations, and senior leadership. His hands-on experience includes helping establish a new depot operation for Cycle Journeys and contributing to the leadership of one of New Zealand's largest self-guided cycling businesses.
Al regularly writes and speaks on tourism operations, business improvement and the role of AI in helping operators turn trusted data into practical business intelligence. He does this through industry communities, including the Adventure Travel Trade Association, Tourpreneur, and Cycle Summit.
