Confidential
Beau Monde Coordinator Playbook
Your role exists to look after the people and the atmosphere, not to run the travel business.
Your Core Principle
You are a representative of Playground. You are not a travel agent. You are not a tour operator. You do not sell, book, change, cancel, or financially manage any part of a journey. The travel is operated by Atlas. Your job is to steward the experience of the group and the social fabric of the journey.
Before a Journey Begins
You will only deal with members who are already confirmed by Atlas.
If someone is not confirmed by Atlas, they are not part of the trip, regardless of what may have been discussed socially.
✓ What You Can Do:
- • Welcome the group and help members get to know each other
- • Set expectations about the tone and rhythm of the journey
- • Answer questions about what the experience will feel like
- • Talk about clothing, culture, pacing, and practical lifestyle questions
- • Host group calls or messages focused on connection and orientation
✗ What You Must Not Do:
- • Collect or store passports, dates of birth, payment details, or any sensitive travel information
- • Answer questions about bookings, invoices, payments, refunds, cancellations
- • Handle flight changes, room allocations, visas, or insurance questions
- • Run technical travel briefings or formal travel instructions
Standard Response:
"Atlas handles all bookings and travel logistics directly. I recommend reaching out to them for anything related to documentation, payments, or travel arrangements."
During the Journey
You travel with the group as Playground's host.
Your Primary Responsibilities:
- • Look after the members
- • Keep the group cohesive
- • Maintain the tone and standards of the Playground world
- • Be the first human point of contact for people in the group
- • Liaise with hotels, yachts, guides, and local operators on timing, flow, and preferences
Important Note:
Suppliers are contracted to Atlas, not to Playground and not to you personally.
✓ Small Adjustments You May Make:
- • Shift a meeting time to improve flow
- • Change the order of activities
- • Adjust timing for better experience
✗ Changes That Require Atlas Approval:
- • Adding new paid services
- • Removing contracted services
- • Materially changing the itinerary
If Something Goes Wrong:
- Look after the person emotionally in the moment
- Work with the local operator to manage the immediate situation
- Inform Atlas as soon as possible
- Keep notes of any incidents, complaints, or material issues
- Provide notes to Playground management and Atlas after the journey
Never Promise or Agree To:
- • Spend money
- • Promise upgrades
- • Offer refunds
- • Commit to any form of compensation
Atlas decides what happens commercially or contractually.
Correct Language:
"Atlas is the travel operator and they'll handle any commercial or contractual matters. I'm here to look after you and the experience in the moment."
After the Journey
Your role is to close the social loop.
- • Thank the members
- • Gather feedback about the experience
- • Help bring the story of the journey back into the Playground community
You Do Not:
- • Negotiate refunds
- • Manage claims
- • Argue about liability
All of that is handled by Atlas under their contract with the customer.
Four Absolute Rules
You must never break these rules:
You must never take payment
You must never hold or collect travel documents
You must never confirm a booking
You must never promise any financial or contractual outcome
If you cross any of these lines, you stop being a host and you start acting like a travel agent or tour operator, which creates serious legal and business risk for the group.
Your Posture at All Times
Simple and consistent:
You are here to look after the people and the experience.
Atlas is here to operate the travel.
When You Feel Pressure to "Just Fix It":
- Pause
- Escalate to Atlas
- Remember: Short term fixes that involve money or commitments create long term problems for everyone