POLYECHNIC UNIVERSITY OF THE PHILIPPINES

College of Tourism, Hospitality and Transportation Management

Department of Tourism and Transportation Management

TOUR GUIDING
AND
ESCORTING

Prepared by:

Dr. David John D. Apigo

 Table of Contents
Module 1: The Tourism System and the Tour Guide ………………………….. 1

Module 2: Understanding the World of Tour Guiding ………………………… 11

Module 3: The Roles, Functions and Responsibilities of a Tour Guide …… 18

Module 4: Developing the Tour Guiding Skills ………………………………… 33

Module 5: Commentaries and Interpretive Activities …………………………. 42

Module 6: Providing Tour Guiding Services ……………………………………. 58

Rubrics for the Activities ……………………………………………………………103

REFERENCES: ……………………………………………………………………….. 104

 The Tourism System and the Tour Guide MODULE 1

Learning Outcomes:

▪ To define Tour Guide

▪ Explain what is meant by the system of tourism
▪ Evaluate the importance of the travel network for travel and tourism
▪ Identify major international scheduled carriers and their routes
▪ Examine the role of the tour guide in the tourism system

A. The Different Definitions of Tour Guide

Tourist Guide: (World Federation of Tourist Guide Associations)

A person who guides visitors in the language of their choice and

interprets the cultural and natural heritage of an area which person normally
possesses an area-specific qualification usually issued and/or recognized by
the appropriate authority.

Tour Guide (Department of Tourism)

A Filipino or a permanent resident foreign national of the Philippines who

guides tourists, both foreign and domestic, for a fee, commission, or any other
form of lawful remuneration.

Tour guiding is the process of interpreting attractions to visitors, directing, informing, instructing,
and leading them in the visited places. Tour Guiding is usually for a
shorter length of time. It refers to the specific activity at a sight or an
attraction for a scheduled portion of time.

Tour guiding refers to an act that provides assistance, information,

interpretation to people on organized tours, individual clients,
educational establishments, at religious and historical sites, museums, and at venues of other
significant interest. It should be done by a person (normally) have a recognized national or
regional tourist guide qualification.

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 The Tourism System and the Tour Guide MODULE 1

The tour guide is `a person with an effective combination of enthusiasm, knowledge, personality
qualities and high standards of conduct and ethics who leads groups to the important sites (in our
city), while providing interpretation and commentary.

A tour guide is a person who directs tourists and offers them relevant information about the place
they are visiting, while interpreting the cultural and natural heritage of an area.

B. The Tourism System

As a tour guide much of your time will be spent on understanding and being immersed in
the system of tourism. The success of your interactions will depend a lot on how you understand
the tourism system and how it influences and affects culture and motivation for travel.

Leiper’s Tourism System

• Leiper’s tourism system basically consists of five (5) components that are dependent from each
other.

• The framework illustrates the movement of the tourist from the country of origin or the tourist
generating region (push factor) toward the tourist destination region (pull factors).

• As the tourist travels from one end to another the tourist will be passing through the transit route
region by means of different channels of transport and communication.

• The following are the five (5) primary components that complete the tourism system:

✓ At least one tourist

✓ At least one tourist generating
region
✓ At least one transit route region
✓ At least one tourist destination
✓ A travel and tourism industry

Leiper’s Tourism System

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 The Tourism System and the Tour Guide MODULE 1

Gunn’s Tourism Functioning System

• There are two main categories in this framework that comprise the main industry: the demand
component and the supply component.

• The demand component put simply is concerned with the travelers/tourists who would want to
experience or utilize the output of the tourism industry.

• The supply side are composed of several components that include attractions, transportation,
services, information, and promotion.

• Similar to the framework by Leiper, the components are also interrelated and interdependent.
Each component may exist individually in terms of operation and business direction.

• As dictated by the tourism industry, each component may have to rely on each other to cope
and survive and provide a meaningful product to visitors.

• The supply side’s capacity to cope with the requirements of the demand side would be an
important strategy in order to sustain tourism development.

Gunn’s Tourism Functioning System

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 The Tourism System and the Tour Guide MODULE 1

Goeldner & Ritchie’s Framework on the Tourism System

• A complex diagram that detailed the different components and the relationships of the tourism
phenomenon.

• The core of the diagram is the Tourist.

• It is believed that all activities and considerations being undertaken are all focused on the tourist
behavior.

• Another important element of the diagram is the Natural Resource and Environment. This is
important because this serves as the anchor between the relationship of tourists and the
destination that provides satisfaction to it. As an anchor, its main purpose is to hold together the
harmony of providing good sources of tourism activity and satisfaction to tourists.

• The built environment is an element that has been primarily created by humans to suit their
requirements and needs.

The built environment includes the following:

▪ culture of the people

▪ Infrastructure that have been put in place to meet the needs of the local residents but can
also be important to visitors
▪ Superstructure that includes facilities that have been developed specially to respond to
the demands of visitors
▪ Technology that shapes the nature of both tourism products/services and travel
experiences
▪ Information useful in the success of a destination
▪ Governance where tourist system functions

• Operating sectors of the Tourism Industry are what most people would consider as the primary
players in terms of tourism.

• These sectors are the actual business or entities that are directly involved in the delivery of
tourist satisfaction and needs in the field of leisure and travel.

o Accommodation, tourism services, transportation, entertainment, food services,

adventure and outdoor recreation, attractions, events, travel trade sector.

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 The Tourism System and the Tour Guide MODULE 1

Goeldner & Ritchie’s Framework on the Tourism System

C. Position of Tour Guide in the Tourism System

Basically, a tourism system has three common parts:

The Demand

The demand refers to the tourists.

The Supply

The supply side involves several stakeholders or players, mainly including local communities, the
tourism industry government authorities and various other organizations. The tourism industry is
itself multi-dimensional and encompasses at least six components: attractions, accommodation,
food and beverage, local transportation, other facilities and services (e.g. places of entertainment
and souvenir shops), and the travel trade (i.e. travel operators, travel agents)

The Linkage or Intermediaries.

The intermediary component is composed of travel agents and transportation companies (in both
the guest community and the host community) who function as travel planners and travel senders,

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 The Tourism System and the Tour Guide MODULE 1

drawing up and arranging travel packages and transporting tourists between origins and
destinations.

Tour guides occupy a very special position in the system.

▪ They are an essential part of the supply-side components. They can work for all of the
supply-side stakeholders, within all of the sectors of the tourism industry.
▪ Tour guides are generally considered to be service providers for visitors.
▪ They are functioning as a bridge or a linkage between the demand and the supply sides.
tour guides also form part of the intermediary component

Main components of tour guiding

▪ The ATTRACTION:
▪ The VISITOR:
▪ The GUIDE:

The Tourism System – Philippines as a Case Study

The tourism system is about how each component in the travel trade work together. The purpose
of which is to achieve high economic returns for the country and business, and maximum guest
satisfaction. Tourism system will begin with transport or travel to the destination, ground transport,

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 The Tourism System and the Tour Guide MODULE 1

tour operators and guiding services. Research showed that Philippines is one of the emerging
destinations of the world in 2018. How would knowing about the tourism system help a tour guide
in Philippines with customers coming to visit that country?

Things the tour guide should know and consider would be:

▪ History of Philippines
▪ Places of interest – what there is to see in the country
▪ Major airports or hub – how the visitors come to the country
▪ Itinerary of tour group – next stop for tour group

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 The Tourism System and the Tour Guide MODULE 1

Guide Questions:

1. What is a Tour Guide?

2. What are the different operating sectors of tourism?
3. What is the significance of a tour guide in the tourism system?

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 The Tourism System and the Tour Guide MODULE 1

Unit Activity:

This activity allows the learner to weigh the pros and cons on becoming a tour guide. From the
columns below state your reason(s) on why you want to be a tour guide and why you do not want
to be a tour guide.

I want to be a tour guide… I do not want to be a tour guide…

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 The Tourism System and the Tour Guide MODULE 1

Activity 2:

Pls. watch the movie “My Life in Ruins (2009)” and answer the following questions:

1. Why do people come to Greece?

2. Explain kefi.

3. What are the different characteristics of tourists?

4. How did Irv influence the guiding skills of Georgia?

5. What are the important roles of the coach captain of the tour?

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 Understanding the World of Tour Guiding MODULE 2

Learning Outcomes:

• Explain the process involved in tour guiding

• To discuss the barriers that exists in this profession

• Prepare commentaries to deliver for the guests’ enjoyment and satisfaction

• To develop techniques for interaction with the guest

• To identify the impact of this profession in the tourism industry

So, you want to get paid to travel the world? Being a tour guide means you get to travel while
working, be the envy of all your friends, and visit dream destinations all over the globe! You’ll meet
people from everywhere, wake up in a different city every other day, and truly become a citizen
of the world. But do you know what you are getting yourself into, and what it takes to land one of
the best jobs ever? Read on to find out how to become a tour guide!

If you’ve decided this is the life for you, but don’t know how to go about getting your foot in the
door, here’s a behind-the-scenes sneak peek into what it takes to become a tour guide!

The pros of this job can’t be counted on just one hand but becoming tour guide doesn’t mean
a permanent vacation. It is a competitive field, and you’ll have to work hard to keep your coveted
role. You need to be dedicated, but you also need to know how to have fun. You’ll live out of a
suitcase, answer hundreds of questions every day, and work with many different personalities
and cultures from all over the world. A tour guide is at the heart of a tour and can make or break
the experience. Translation: there is no such thing a “bad day.”

Your passengers have saved long and hard to come on your tour, and you need to do
everything in your power, every day, to make sure they have the trip of a lifetime (no matter how
challenging it might be). You need to be patient, fierce, tenacious, and most importantly possess
a genuine passion for your passengers and profession.

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 Understanding the World of Tour Guiding MODULE 2

Still up for the challenge? Here’s what you need to do next!

Remember Preparing
Research Prepare
that it’s Study, for your
Tour for the
both a job study, first tour
Operators interview
and a study! as a tour
in Advance process
lifestyle guide

Step 1: Research tour operators in advance

Do your research! It is important to find a tour operator that aligns with your interests. Are you
a history lover that enjoys a relaxed pace of travel with a more mature audience? Or do you prefer
non-stop adventure and fast-paced city hopping with today’s youth? No matter who the operator
is there’s a tour style that will fit your own, it’s just a matter of doing your homework to find them.
And of course, different operators will require different levels of experience and external
certifications depending on where their tours travel and what type of experiences you’d be
facilitating as their guide.

Step 2: Remember that it’s both a job and a lifestyle

Living a life on the road is both a lifestyle and a job. You need to have a consistent passion
for learning, relentlessly optimistic outlook and dedication to hard work. If you’re one of the lucky
few that lands the job you need to be prepared to give up everything about your old life. You will
be on call 24/7, your own needs will always, always, be the last priority and you’ll find yourself
with little to no time to speak with your friends and family back home. If you can make peace with
all of the above, then focus on crafting the perfect application, preferably one that touches on your
passion for learning, relentlessly optimistic outlook and dedication to hard work.

Step 3: Prepare for the interview process

The interview round depends on the company’s recruitment process. It could be one meeting
or a series of meetings. The tour operator wants to see if you are the right fit for them and the real
deal. It’s time to convince them that you can put your money where your mouth is. Come prepared
with examples in your head, and be prepared for seemingly-random questions that will test your
character, initiative, and even your general know how.

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 Understanding the World of Tour Guiding MODULE 2

Step 4: Study, study, study!

You’ve been accepted to progress beyond your application submission. Now’s time to get
stuck into preparing yourself to become the rookie tour guide of the year! While organizational
and personal skills probably come naturally to you, no one, no matter how much they have studied,
is prepared for the questions you will face while on your first tour or training trip. And if you hate
studying, you may as well peace out now!

Where is the closest cash machine? What kind of tree is that? When was that building built?
What’s the major industry of that little town we just passed?

As a tour guide, you need to have all the answers

The more you know about history, culture, food, language, geography, politics, economy, and
flora and fauna before heading out on your training trip, and hopefully your first tour, the better.
You will never know all the answers, but you’ll learn smooth ways to own up to that, or find out
and provide a helpful response shortly after (hello Google), or direct the passenger to where they
might find out.

Step 5: Preparing for your first tour as a tour guide

You did it! You may have shed blood, sweat and tears to get here but you can finally call
yourself a tour guide! It doesn’t matter if you’re new to this because everyone has to start
somewhere. Celebrate the fact that you’re here because experienced touring professionals
believe you have what it takes to take passengers on the trip of a lifetime. So have some
confidence in yourself. Your colleagues and peers can help you when you need it but focus on
the most important thing of all, your passengers! If you gain their respect and they can see you
know what you’re doing, you’re well on your way to being a roaring success.

Now that you’re a tour guide, there are a few other things to keep in mind. Your life will change.
This isn’t a run of the mill 9 to 5, but if you’re leading a group of tourists towards the pyramids of
Giza then you already knew that! Irregular hours means keeping in touch with loved ones or
having a routine isn’t easy, but standing at the foot of the world’s greatest wonders will outweigh
the crazy hours and lack of routine. If you love what you do, then none of it will feel like a sacrifice,
in fact, you might even say all of the above is the best feeling! Not many people can call the world
their office or say their day job includes visiting incredible sights and attractions that the rest of us
dream about.

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 Understanding the World of Tour Guiding MODULE 2

Barriers of the Tour Guiding Profession

People always have a good fantasy about tour guiding, basing on an image that this job
is able to get you to everywhere around the world. Tour guiding is a rewarding job for sure since
there are many good chances of exploring different countries and meeting up new foreign friends.
In the meantime, tour guiding confronts plenty of challenges and pressures when organizing
itineraries, taking care of every guest, and coping with any traveling problems.

If you have made up your mind to become a tour guide, you may need to take a deeper
look at the role of tour guides and realize the tears, sweat behind its fantasy as well. In the
following let us examine the ruth about being a tour guide, and made a list of challenges of tour
guides will face once becoming a tour guide in the near future.

No Stable Income & Labor Insurance

This is a brutal problem faced by tour guides. There is no guarantee that tour guides are
able to lead a stable number of tour groups in a month. It is possible to have no income during
off-season. However, the situation will turn better only if you know how to build up your brand and
reputation.

Nearly Work 24 Hours

If you think tour guide is basically traveling with a group of travelers, you completely
misconstrue the role of tour guides. Their work mission, instead, is mainly to ensure everything
runs smoothly and to satisfy every tourist on tours. Since problems may happen to guests any
time, tour guides need to pay one hundred percent attention on tour groups rather than having
their own relaxed trips.

As a result, tour guides should be “on” all the time because they have responsibilities to cope with
the language barrier, problems with hotel rooms, and other unexpected situations that does not
comply with itinerary. Also they are required to understand all detailed traveling information right
before gathering at airport, so they usually start working ahead of leading trips.

Feel Lonely

Although tour guides are not exactly like Ryan Bingham in Up in the Air, their job still
requires them to travel with a group of tourists abroad, flying away from their families and friends.
One of the problems faced by tour guide is to strike a balance between working and their own

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 Understanding the World of Tour Guiding MODULE 2

private lives—missing out on old friend’s wedding, critical growing moments of children would
happen to them due to working in another foreign country.

Of course, tour guides are surrounded by many people while working, but those people
still cannot feel as intimate as family members and old friends in just a short period of a trip.

Repeat Traveling the Same Place

It may sound appealing to you, but once you travel in the same place with the same
itinerary for over forty times, the traveling would deplete your excitement toward the destination
little by little.

Eventually, traveling in the destination would turn out just a business trip. This would be a
problem faced by tour guide. As a result, it is pretty essential for tour guides reviving their interests
in tourist attractions that have repeatedly been to for multiple times, such as creating terrific
traveling moments with interesting people on tours.

Being Knowledgeable is a Must

This is the basic role of tour guides but also one of the problems they face. If you want to
become a tour guide, you are supposed to understand culture taboo, geography, history of a
country. You will deal with language communications, currency exchanges once situations occur,
so you have to prepare well all the time. All the actions and decisions you make for tours heavily
influence your later business and reputation in this industry. Clearly, tour guides are not merely
about physically traveling but also knowing every stuff during a trip.

Test Your Patience

Traveling with people from all over the world is enchanting only if your guests respect you and do
not take everything for granted. Tourists with poor attitude or difficult requirements tests your
patience. Perhaps there is a need to adjust the time schedule due to weather conditions or traffic
problem, sometimes tourists on the tour would complain about your expedient resolution and even
try to argue with you. Even if guests are not reasonable, do not really conflict with them. Patiently
communicating with them at that moment is a win-win strategy, and that is part of the role of tour
guides.

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 Understanding the World of Tour Guiding MODULE 2

Do the truth and challenges of tour guiding start to change your mind? Despite the challenges of
tour guides and problems they face, tour guiding will enrich and reward your life in the meantime
for sure.

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 Understanding the World of Tour Guiding MODULE 2

Guide Questions:

1. Explain the process involved in tour guiding?

2. What are the barriers in tour guiding? How should this be addressed?
3. List down the contribution of a tour guide in the creation of a sustainable tourism
industry.
4. Prepare a 3- minute commentary about Rizal Park for the following guests (choose only
one):
a. Foreign Tourists
b. Balikbayans
c. Filipino Senior Citizens

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

Learning Outcomes:

• Identify the roles, functions and responsibilities of a tour guide

• List and differentiate between types of tour guides
• Identify and differentiate between the groups a tour guide may lead
• Describe the interpretive approach to tour guiding
• Identify tour types
• List the characteristics of a tour guide
• Describe tour guiding principles

Roles and Responsibilities of a Tour Guide

The tour guide may be the only person representing the travel agency that actually has
face-to-face contact with the guests. So you are considered to be the ambassador, a conduit and
a very important part of the tourism system. It is often the tour guide that makes or breaks a tour
and their professionalism and customer service can be one of the reasons why the guests would
make a happy return and a possible come back to the destinations.

What are the roles and responsibilities of a tour guide?

The guide is there to sort out problems, ensure standards are met and the itinerary flows
are planned. They are also responsible for the safety of the tour group members.

The tours are much more than getting from point A to point B and taking a few photos in
between. We want to create a memorable experience and so we look for tour guides to create a
great tour environment.

There are some general things you can do to contribute to this environment:

• Approach each tour with the same enthusiasm and commitment. The group will appreciate
your efforts if you do.

• Encourage the group to get to know one another and attempt to include everyone socially.

• Provide clear information to clients and locals.

• Keep group members informed of what is happening.

• Attempt always to be happy and enthusiastic.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

• Be aware of the group and individual needs.

• Encourage guests to be punctual and of course, tour guide must always be early.

Most of all you need is to be honest and behave with integrity. You must be the best
representative of the industry in the field. As a tour guide, you are given a great deal of
responsibility because you are believed to be able to handle it well. It is important that your guest/s
and the company whom you represent can always trust you. Once trust is lost it is almost
impossible to get it back.

The travel agencies and tour operators rely on tour guides to work with limited direct
supervision and make day-to-day decisions about running the tours. A tour guide needs to
anticipate any potential problems and take steps to avoid them. Preparing for each tour thoroughly
is an important aspect of your role and responsibility as a guide and you are expected to provide
regular briefings and information to your groups. In order to meet the many expectations that the
guests will have.

Here are just ways a tour guide is expected to perform.

▪ To be Professional
▪ To be Fairness ▪ Be a great communicator
▪ To have Leadership ▪ Be Available 24/7
▪ Be Genuinely Concerned ▪ Be respectful with co-tour guide
▪ Be Flexible
▪ Have a positive attitude

If you want to make a good impression you should not do these sorts of things:

• It is very unprofessional (and unpleasant for many guests) to smoke a cigarette while
taking with your group.
• Using bad language like ‘swearing’ is totally unacceptable
• Pushing your opinions into your group is not part of your job.
• Never argue with passengers or locals you come with.
• Being loud and showing off
• Being disrespectful to guests of local people

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

Types of Tour Guide

Tour guide can play an important role in promoting travel as an “experience, as well as creating
memorable interpretations.

Let us see the different types of tour guides for a variety of tour.

Sightseeing Tour Guide Jobs

This type of guide will generally work in a single area for an extended period of time and
will only do local travel. The guide will meet up with the travel group on the day of their tour and
take the group around the city or area, and then leave the tour group at the end of the day, only
to meet up with another tour group the next day. This makes the sightseeing tour guide job great
for meeting new people.

Quick Fact: Being a sightseeing tour guide offers a bit more stability as you are stationed in one
area for longer periods.

Step-on Tour Guide

While the sightseeing guide is situated in a single city or works across multiple cities, the
step-on tour guide is in a similar situation, but more restricted. Like the sightseeing guide the step-
on guide is an expert in his or her field. They are meant to “show off” their knowledge of a specific
item or area in a city or town. As a step-on guide, however, you are not a part of a tour from start
to finish, and you may meet hundreds of new people on a daily basis.

Step-on guides can also work for a specific attraction, for example a museum. Step-on
guides can work for museums, national parks, and other large attractions where they study and
research information pertaining to that specific place and will meet with various tour groups
throughout the day to show them around. At the end of the tour, you will take them back to their
coach where their sightseeing guide will once again take over the tour and they will continue on
their journey.

Did You Know? A step-on tour guide will sometimes have to wear a specific uniform or costume
to tie in with the tour they are leading.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

Shore Excursion Guide

Most tour guides think that they can go into any type of tour job they want because they
have already done touring.

The fact is that being a shore excursion guide is different to being a normal tour guide –
there is much more work involved. The first thing to take into account is the fact that shore
excursion guides work on cruise ships, and other sea vessels, which may not suit some people.

This is in no way a luxurious or glamorous job, so if that is what you are looking for it will
be best to look in another industry. Being a shore guide is demanding, it takes up a lot of your
time, and while you do get some time to spend by yourself while you are on the ship, you have to
spend most of the time preparing for the tour ahead.

Did You Know? A Shore Excursion Guide has to know his or her geographic areas and liaise with
many different people who often speak a variety of different languages.

Adventure Travel Guides

If you feel that you know enough about white-water rafting, then you are well suited to be
a white-water rafting guide for example. If, however, you want to start out with something a bit
more laid back, then you could opt to become a canoe guide, or kayak guide leading people on
river tours. The best thing to do, to start with, is to look for an adventure tour opportunity or sports
tour that you know you have the correct skills and experience for.

Did You Know? There are more than 20 different adventures to choose from as an adventure
travel guide.

Tour Manager

If you are looking to be more than just a tour guide, there is good news. All tour guides –
whether you worked as an adventure tour guide, sightseeing tour guide, step on tour guide, a
shore excursion guide or a tour escort -stand a chance of getting promoted to being a Tour
Manager or Tour Director, after gaining the proper skills, experience and techniques.

Many people get tour escorts, tour guides and tour managers confused, and many others
think that they are all the same thing.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

While they may all have different responsibilities depending on the company you work for,
a tour manager is not a tour guide, and a tour guide is not a tour escort. A tour escort goes on
tour as a representative of the tour company, to make sure that everything run smoothly, while a
tour guide narrates the tours and drives the vehicle the tour group is on. The tour manager on the
other hand, is the boss of the two.

Quick Fact: Tour managers, while they are on tour with a group, do not narrate the tour and are
only there for support.

Freelance Tour Guide Jobs

As a freelance guide you can work in just about any field you feel you are comfortable in.
You do not need a specific designation like water guide, land guide, step-on guide or sightseeing
guide. If you have experience in a field, and know how to do it, you can do it as a freelance guide.

To be a truly successful freelance tour guide you need to have worked in the field, made
friends and networked to build up a relationship with the locals in the areas you will be working,
and with the tour companies that will eventually be hiring you. As a freelancer you do not need to
work for tour companies. You can get your own clients, but this is much harder.

Did you know? In the Philippines, about 95% of the accredited tour guides of the Department of
Tourism are working as freelance guides?

GAP Year/Volunteer Guides

One of the best ways to gain experience in the tour guiding industry and to enjoy traveling
at the same time is to volunteer for various tours. Safari guides in Africa are often hired on a
voluntary basis and also work in conservation of the wildlife. Many GAP year programs exist that
offer exciting tour guide opportunities such as leading ski tours in the Alps or working on game
fishing tours in Alaska.

Each type of tour guide has a specific role to play in the travel and tourism industry with
varying salaries, working conditions, qualifications, and job requirements. Learn more about each
tour guide job mentioned above in the following detailed job description pages.

Types of Tours a Tour Guide may Lead

The types of land tours can vary depending on the country, but the majority of tours follow a
certain format.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

There is a departure point where the tour group is collected from the airport. They then board a
coach or tour bus that will drop them at their hotel and continue to take them on various planned
day trips around the city they are visiting.

Specialty land tours are increasing in popularity nowadays, including wine tasting tours,
whitewater rafting tours, horseback riding tours and more. These types of tours require a certain
skill level for both the guides and travelers alike, but many tour companies will take your skills into
consideration when planning future excursions, so be sure to disclose any special talents or skills
you have when you apply for tour guide or tour escort jobs.

There are 3 main types of tours:

Sightseeing Tours

Sightseeing can be done in various ways, and although the most popular tends to be sightseeing
by tour bus or coach, some companies offer sightseeing walking tours, like those through the
streets of Binondo and Intramuros. If you become a sightseeing tour guide, learning how to drive
a charter tour bus is an essential skill to have on your resume and nowadays, you are more likely
to be hired as a sightseeing guide if you can provide the narration and drive the tour bus. Long
distance sightseeing tours often make use of step on tour guides. These are guides based in a
particular town or at a specific attraction, who will join the tour at a specific point to provide
narration for that part of the tour. For example, touring various parts of Subic, a step on guide will
join the group when entering the different attractions of Subic to provide detailed information
specific to the area. Aside from coaches, sightseeing tours can also take place on city trams or
trolleys adding to the atmosphere of the tour, and even trains.

Shore Excursion Tours

Shore excursions are offered as part of a cruise ship itinerary which can include river cruise ships,
charter yachts, and other boats. Travelling by sea will lead tourists to various ports along the
coastline of countries, which are interesting to explore. Often, cruise liners will have deals with
many of the vendors and resorts on shore at the ports to provide tourists with the ultimate day
tour experience. Cruise liners hire shore excursion guides to provide the tourists going ashore
with the best possible trip within a short timeframe. Most of the time, a shore excursion will last a
few hours, and also includes a stop for lunch. The excursion should include trips to various
attractions, local shopping hotspots, museums, and scenic areas for photo taking. The shore
excursion tour will need to cater for adults and children, depending on the cruise liner and will

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

have to be geared around the other activities on board the cruise ship. Shore excursion guides
can either travel with the cruise ship leading the tour group at each port of call, or there can be
different guides located at the different ports visited.

Adventure or Sporting Tours

Adventure tours are extremely popular and provide people with an exciting way of travelling.
Adventure and sports fanatics can enjoy tours catered to their individual skills and are led by a
tour guide highly experienced in that particular sport. When you apply to be an adventure tour
guide, you will have to disclose your level of expertise in that sport or discipline and produce
necessary qualifications if required, in order to take groups of people. For example, a
mountaineering tour guide will need to not only be proficient in scaling mountains safely, but also
have a mountaineering guide certificate in order to lead adventure tour groups. Special interest
clientele are what most tour companies cater for nowadays, where women only tours, biking tours,
river rafting tours, sailing tours, horse riding tours, and cycling tours are in high demand. Areas
that are very popular for sporting and adventure tours nowadays are the Amazon Rainforest and
other areas of South and Central America, as well as British Columbia and the Alaskan wilderness.

Other Types of Tours

Although these three are the main types of tours, there are various tours that fall under these
categories including hunting tours, safari tours, eco-tours, architectural and fine arts tours, and
even photographic tours. Tour companies generally select a specific type of tour to offer their
clients, for example, Portland Walking Tours have various packages that they offer clients that
are planned as walking expeditions to see the best of Portland including the Classical Chinese
Garden and the Columbia River Gorge.

Combining Tours

Many week- or month-long tours can actually combine different types of tours into one
enjoyable experience. A typical itinerary of a European tour could begin with an exhilarating
cycling tour of the countryside, leading to a port city where the group boards a cruise ship.

The tour continues to another country, and a shore excursion is planned. After rejoining the cruise
ship, the group reaches their destination in yet another country, where a sightseeing tour of the
city by coach is organized. The tour could end there, or it could lead all the way back to its starting
point, travelling through different countries along the way. The tours do not have to only be

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

combined when travelling to different countries, but many American tour companies offer more
than one type of tour just visiting one large city, or numerous cities in close proximity to one
another.

Many tours are designed to specifically highlight a historical aspect of a city, such as the
trolley and tram tours that have been reintroduced to many cities showcasing the traditions and
historical significance of these areas. Other modes of transportation unique to certain cities are
normally used for sightseeing tour groups. Hot air balloon tours are a unique option for visitors,
combining adventure and sightseeing. The different types of tours offer travelers more control
over how they want to explore, and provide anything imaginable for an exciting, memorable trip,
no matter what country they are visiting. As a tour guide you will get to work in each of these types
of tours and will find out what makes each so special in its own way.

THE INTERPRETIVE APPROACH TO TOUR GUIDING

The interpretive approach to guiding has emerged as an effective and successful way to conduct
tours. The interpretive approach to tour guiding is based on the Latin word interpretari meaning:
to explain, to translate, and to interpret.

In essence, the primary aims of the interpretive approach are to:

• Inform and educate

• Enrich the experience
• Engage the members of the tour group
• Communicate emotions/feelings as well as facts and figures
• Provide insight

Elements of the Interpretive Approach

The interpretive approach includes:

1. Engaging participants – a key is to resonate and communicate with the tour members of
the tour.
2. The aim is for the active involvement of the audience where active involvement may relate
to physical or cerebral activity
3. Providing a verbal commentary – to explain and translate the tour's characteristics,
significance, and features.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

4. Identifying, explaining, and attributing local, cultural, and contextual meaning – to sights,
activities, and other topics are the tour's focus.
5. Facilitating learning – through understanding and awareness of the issues/subjects and
content and revelation of hidden and deeper meanings.
6. Contextualizing the tour – in terms of a local framework, local history, local culture, local
issues, and local flavor.
7. Generating and demonstrating respect and appreciation as appropriate to the tour may
relate to local customs, history, people, and the environment.
8. Being provocative – in terms of encouraging questions, stimulating thought, cultivating
curiosity, and promoting personal/self-reflection on issues.
9. Doing whatever is needed to bring the tour to life within the context of the individual tour
can mean: using costumes, telling stories and anecdotes, demonstrating, involving
participants in a variety of ways in different activities, meeting/interacting with locals
experiential learning.
10. Building relationships – between tour group members and locals, the environment,
whatever is the tour's focus and purpose.

Sample of Interpretive Guiding Approach

Interpretive Activity Planning Sheet

Activity Name: Tamarind Talk and Tasting
Activity Type: Demonstration and Sensory Activity
Preparation
A. Group Profile: General Tourists, any nationality and age
B. Number of Participants: 10-15
C. Duration: 2 hours
E. Time of the tour/activity: During the day, night tour
F. Materials needed for the Fresh tamarind pods
tour: Tamarind jam
Tamarind juice
Tamarind sweets
Plates and bowls for each item to taste
Plates for tamarind shells and seeds
Clean wet cloth for wiping hands

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

Other: pls., specify

G. Objectives: What do you want to achieve with this activity?
Provide and experience of tasking a local fruit and the
products made from the fruit
Explain the use of the fruit as an important cooking
ingredient to give a sour taste to
foods
Engage with tourists in an interesting activity and using
all the senses
H.
Transportation Requirement: No transportation required to conduct the activity
I. Requirements from the Clothes, entrance fees, etc.
participants:
Knowledge and Research
J. Information needed: What research and information do I need to deliver this
activity well?
Tamarind facts
Information about the tree and fruit
Tamarind products
K. Interaction: ▪ What will I say and what will I do:
▪ Welcome and introduction:
▪ Welcome members to the activity and thank them
for coming
▪ Open the activity:
▪ In this activity we will learn about tamarind, taste
tamarind by itself, and taste a variety of tamarind
products
▪ Main Activity (content):
Step 1: All about tamarind: Talk about Tamarind
• History and general information:
▪ Originally from Africa, it grows in subtropical
conditions.

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▪ Brought to Asia thousands of years ago by traders.

▪ They grow throughout tropical and subtropical
regions of Africa, South Asia, South America and
Caribbean islands.
▪ India is the biggest grower and user of tamarind,
followed by USA as next biggest grower (southern
states – Florida)
▪ Thailand has the largest plantations of the ASEAN
nations, followed by Indonesia, Myanmar, and the
Philippines
• The tree:
▪ Big, bushy tree with dense, small, green leaves. Up
to 80ft (about 24 metres)
▪ The little leaves close at night!
▪ A mature tree may be capable of producing up to
175 kg (350 lb) of fruit per year
▪ Has small, long red and yellow flowers
• The fruit:
▪ Is similar to a pea or a bean – grows in a pod (a
legume)
▪ The fruit has a fleshy, juicy, acidy pulp.
▪ It is mature when the flesh is coloured brown or
reddish-brown.
▪ The tamarinds of Asia have longer pods containing
6 to 12 seeds, whereas African
▪ and West Indian varieties have short pods
containing 1 to 6 seeds.
▪ The seeds are flattish, and glossy brown.
▪ What it contains: tartaric acid, sugar, B vitamins
and calcium. o Processed tamarind: compressed
tamarind blocks, ready-to-use slices, paste,
concentrates, balls, etc. can be found in condiment
stores and spice markets.

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The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

▪ Quality: choose fresh unbroken pods, not old, dried

pulp or pods. o Storage: once at home store the
pods or pulp inside the refrigerator where it will stay
fresh for several months.
Step 2: Demonstrate how to open the fruit
• Give all participants a tamarind pod
• Hold a pod so that they can all see what you do
• Open the pod – showing and telling them how
• See if they are all following and copying
• Show how to take the flesh with the pip out of the
pod
Step 3: Tasting
• Taste the tamarind: Discuss the taste: taste is
‘sweet and sour’
• Important: tell them not to swallow the seeds – they
can spit seeds into the plates
▪ provided
• Taste the other tamarind products and discuss
each one:
• Jam
• Juice (in small cups)
• Sweets
Step 4: Uses of tamarind:
• Tamarind as a cooking ingredient
• Tamarind is a common ingredient all over India and
South-East Asia in curries,
▪ “rasam”, chutneys, as well as in vegetable and
lentil recipes.
• Sweet dishes: desserts, jam, blended into juices or
sweetened drinks, sorbets,
▪ ice creams and other snacks
• Savoury dishes: flavour for soups (sour soups)

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The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

• The pulp is also favoured in “hot and sour” soups

as well in marinades.
• The juice made of tamarind pulp with addition of
dates, sugar, honey, cardamom,
▪ cloves, and coriander seeds are a refreshing drink
marketed in different parts of
▪ the world.
• Ask (especially British people) did they know –
tamarind is used in
▪ Worcestershire sauce (Wooster sauce)
• Other uses of tamarind
• Throughout Southeast Asia, fruit of the tamarind is
used as a poultice applied to
▪ foreheads of fever sufferers
• Used as a laxative – to make your stomach work!
• In homes and temples, especially in Buddhist Asian
countries, the fruit pulp is used to polish brass
shrine statues and lamps, and copper, brass, and
bronze utensils
• Tamarind wood is a bold red color. It is very dense
and strong, so is used in making furniture and
wooden flooring
Step 5: Game
Show participants how to play the game with the tamarind
seeds – shooting them into the goal!
Give them time to practice and maybe give a small
tamarind prize (e.g. some candy) to the winner.

Ending of the activity:

• Ask if any questions
• Thank participants for attending and tell them I hope that
they will appreciate tamarind more from now on.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

Special Notes: Payment by tour members: included in tour price

Risks: swallowing seed/pip and choking
How can I manage the risks: warn participants NOT to
swallow the pip!

The Qualities of a Good Tour Guide

Anyone who has taken a group tour knows just how essential the guide is to the trip's
success or failure. An effective guide can elevate and enhance the experience, creating
cherished memories that will last a lifetime and make guests want to return. A bad guide can do
the opposite, leaving guests feeling neglected and unimportant.

What are the qualities of an effective guide? Based on my own experiences, both as a guest
on several tours and on my experience as a professional tour guide who has taken hundreds of
guests, Here are some of the must-have traits of a good guide.

1. Patience 9. Engaging
2. Good with “Difficult People” 10. Flexible
3. Empathic 11. Outgoing, but Not Overly
Enthusiastic
4. Good Sense of Humor
12. An Acute Sense of Direction
5. Energetic
13. Local (by Birth or by Trade)
6. Timely
14. Knowledgeable
7. Organized
15. Continues to Learn and Train
8. Form Group Bonds
Now, what Makes a Great Tour Guide?

Being a great tour guide comes down to going the extra mile. Great tour guides aren’t just the
most knowledgeable or the most entertaining. They do special and unexpected things almost
by instinct.

The most memorable tour guides are the ones who obviously love their jobs and their personalities
always shine through. Great guides know how to use their strengths and knowledge to make sure
their guests have the most amazing tour possible.

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 The Roles, Functions, and Responsibilities of a Tour Guide MODULE 3

I. Interpretive Tour Guiding Activity:

Instruction: Choose a partner to perform this activity and use the template on Interpretive Activity Planning Sheet
in creating a material for your interpretive activity. You will be given 3 minutes to present your material to the
class.

II. What type of tours is the most appealing for you as a tour guide?

II. What qualities do you have to become a tour guide?

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 Developing the Tour Guiding Skills MODULE 4

Learning Outcomes:

• Identify guide information sources and contacts

• Acquire and up-date industry skills and knowledge
• Analyze the essentials to be an effective tour guide.

Identify guide information sources and contacts

An essential starting point in developing guiding skills and knowledge is to identify guide
information sources and contacts.

This section lists a range of these sources and contacts.

Sources and contacts

Tour Operators and wholesalers

These are excellent sources of:

• Sample tour and travel packages • Insight into:

• Available tour options and inclusions • Customers, visitors, and tour groups
• Schedules • Tourist needs, wants and
• Prices preferences
• Terms and conditions • Experiences with groups.
• Policies and procedures

Venue operators

These provide excellent information in relation to:

• Promotional and advertising • Facilities provided

brochures and flyers • Meals/refreshments available
• Opening days and times • Location and access
• Entry fees • Booking provisions and ticketing.
• Attractions, displays and events

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 Developing the Tour Guiding Skills MODULE 4

Internet

The internet is an excellent information source, but the following advice may be of use:

• Never use the internet only for references/information – it is important to make direct
contact with ‘real people’
• Travel and tourism blogs can be worthwhile sources for gauging general client thoughts
about aspects of the industry – all manner of issues are discussed including agencies and
their prices and service; reliability and credibility of providers; satisfaction with carriers,
destinations and attractions plus a wide range of other topics
• Create a ‘Travel’ folder under ‘Favorites’ and ‘Bookmark’ any site of interest – so useful
sites can easily be re-visited

Be prepared to:

• Print relevant pages/information • Follow-up – take the time to (as

• Follow links on pages to other sites appropriate):
• Take notes from the pages visited • Register for free updates, e-
magazines, reports

Make personal contact with the organization – to grow personal network of industry
contacts.

Literature

Good sources of information are:

• Guide books – such as Lonely Planet, • History books

Access, Fodor’s, National • Reports
Geographic, Frommer’s • Travel and tour/promotional
• Newspaper and magazine articles brochures.
• Local telephone books
Network of personal contacts

It is vital to develop an extensive network of personal contacts.

Those in the network could include:

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 Developing the Tour Guiding Skills MODULE 4

A selection of Tour Guides – from different • Carriers

employers and who conduct a variety of • Venue operators
different tour types • Government officials
• People at local Tourist Information
• Local Tour Operators and travel
centers.
agents
It is important there is two-way communication with people in the network.

Formal industry organizations

These can include:

• Professional Tour Guide bodies and peak industry associations

• Government and semi-government authorities
• Licensing agencies.

Local identities

These can comprise:

• Community leaders and elders

• People who have a long time in the area
• Individuals with detailed/in-depth knowledge of certain local aspects
• Local celebrities and sports stars.

Error! Reference source not found.

Once relevant guide information sources and contacts have been identified they need to
be used.

This section identifies activities involved in using these sources and contacts to acquire and up-
date guiding skills as well as industry skills and knowledge.

Context of activities

• Activities associated with acquiring and up-dating skills and knowledge are:
• Readily available – there are many of them, easily accessible
• Relatively inexpensive to use/access – most require an investment of time rather than
large amounts of money.

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 Developing the Tour Guiding Skills MODULE 4

Examples of activities

Activities may include:

Attending industry seminars

These are advertised in the media, industry magazines and actively promoted through industry
associations, websites, newsletters and direct mail.

They may be held locally or elsewhere and often feature a wide array of

• Exhibitors
• Speakers
• Products and services.

There may be a need to pay to attend or they may be free of charge – there is often a need to
register interest or intention to attend to facilitate catering and other arrangements.

They are an excellent opportunity for:

• Expanding personal networks

• Learning about new products, services, packages, initiatives, deals, providers and industry
issues.

Partaking in industry and related training courses

This training may be provided by:

• Industry stakeholders such as carriers, providers, suppliers, key industry organisations,

representative bodies and/or government organisations/authorities
• Training institutions – both private and public.

These courses may:

• Be free or fee-for-service
• Result in formal or informal outcomes – formal outcomes provide recognised/accredited
qualification/s and will be formally assessed
• Conducted on-site in organisations – or at some other remote location such as a training
facility, supplier warehouse or government building
• Feature a mix of theory and practical training.

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 Developing the Tour Guiding Skills MODULE 4

• Inherent in this option is also the potential to arrange for objective evaluation and
assessment of personal skill and knowledge levels to gain recognition/certification.

Undertaking FAM tours

These are commonplace within the industry.

They are operated by:

• Industry attractions • In order to make industry personnel

• Venues aware of (‘familiar with’) the
• Sites. destination so they will promote
• They are provided: it/recommend it to visitors and
• Free of charge tourists.

• To industry personnel
They need to be arranged in advance for a mutually convenient time, usually by contacting the
destination and making a request.

Joining a professional guiding association

It is strongly recommended all Tour Guide join at least one recognised professional guiding
association.

The association may be:

• A local Chapter/Branch of a larger organisation

• A stand-alone local body.
• Many Tour Guides belong to more than one such organisation.
• In some cases, being a member of a guiding association may be a legislated requirement
where the body oversees/administers Tourist Guides licences/permits

Reasons to join these associations include:

• Meeting other people with similar professional interests

• An opportunity to learn from, and share experiences with, like-minded people
• Access to information directly impacting the role of Tour Guide – including data revealed
as a result of primary market research activities

Advice on a host of Tour Guiding issues – such as:

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 Developing the Tour Guiding Skills MODULE 4

• Employment opportunities • Regular meetings and newsletters

• Employment terms and conditions • Discounts when attending industry
• Career potential events and/or when purchasing
• Legislated obligations imposed on goods and services from nominated
Tour Guides and operators suppliers.
• A range of associated benefits – such
as:
Undertaking formal and informal research

Formal research relates to:

• Reading relevant text books • Reading industry reports

• Undertaking formal courses of study • Attending industry-based events.

Informal research relates to:

• Talking to network of contacts • Visiting destinations, sites and

• Reading general media articles attractions.
• Speaking with tourists/visitors
Practicing required skills

This means implementing newly learned competencies, so they become familiar and easy to
perform.

It relates to the concepts of:

• Drill • Practical exercises

• Repetition • Demonstrations.
• Role plays
The practice may:

• Occur in an actual industry setting

• Take place in a simulated environment
• Be undertaken while acting as an assistant to another (or bona fide) tour guide.

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 Developing the Tour Guiding Skills MODULE 4

What is Effective Guiding?

Requires:

• An effective commentary
• A two- way communication with the audience

An effective tour guide should consider:

• Who is our audience

• Who is our visitor
• Their tour

When we guide we are interpreting for our visitors.

• we establish a two-way communication.

• In order to be effective guides, we must know OUR AUDIENCE.
• First factor we must consider is who is OUR VISITOR

• Our interpretation will relate to our visitor’s…

• Personality

• Experience and/or

• Interests

▪ So all interpretative efforts must relate to a visitor’s personality, experience or

interests

▪ So what must we try to learn about our audience?

• What should we know about them?

• What should we know about their Tour?

About our Audience:

• Nationality • Education or Culture Level

• Age • Financial Resources
• Special Interests • Special Needs: mobility & sensory
• Socio- Economic grouping

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 Developing the Tour Guiding Skills MODULE 4

About their Tour

• Where has it been? • Any previous visits?

• Where is it going? • How long is the visit?

How do we get all this information?

• From the Tour Operator • Site Manager

• Tour Leader • Or the Visitors themselves
• Coach driver

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 Developing the Tour Guiding Skills MODULE 4

Unit Activity:
Guide Questions:

Choose
1. Whyany Philippine
is research symbol or
important icon
to be that youbyfind
acquired tournoteworthy
guides? and create an interesting
and creative commentary. Write and discuss it as if you are presenting it to your tourists.
2. Amidst the rising number of fake news in the corner, how do yurists?

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 Commentaries and Interpretative Activities MODULE 5

Learning Outcomes:

▪ To explain the importance of a tour commentary.

▪ To develop an interpretive script.
▪ To redesign and restructure the interpretive script.

Research

A common mistake made by many Tour Guides is that they think they already know the
information that needs to be provided as part of a tour talk. Tour guides often trust their local,
general knowledge thinking that it will give them enough information for tourists. But remember,
you need to give:

• information on more topics than most people know about;

• more detail than most people have in their general knowledge; and

• updated/the latest information to make it current.

Need for research

Tour Guides need to keep updated on the information they need to share. Guides must therefore:

▪ research the topics you need to know about;

▪ use a mix of research sources to improve (have better) knowledge – don’t just use one
source; and

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 Commentaries and Interpretative Activities MODULE 5

▪ take notes – while doing research to keep:

▪ facts and details – for you to read later when writing the script for the commentary; and
▪ details of the sources (where did you get the information) used to get this
▪ information – so these sources can be looked at again in the future to update information.

You have to research the content of your activity. Your research could be about any of some of

the following, or more:

Who can help? There are many people who can help provide input and ideas to interpretive

activities, for example:

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 Commentaries and Interpretative Activities MODULE 5

Develop the content for an activity

Arrange the information in logical order:

have a formal structure – this means include (for each activity):

1. an introduction – to the activity, site, topic or whatever is being talked about;

2. a body – the main content; and

3. a conclusion – summary (shortly say) of what has been presented

- Match information to tour locations, destinations, attractions, activities, and inclusions

▪ Prepare enough information:

cover the depth and breadth (all) of information: balance the content that it is not:
▪ too little: That it does not cover the most important points properly; or
▪ too much that it gets boring for most tourists.
check that there is enough time when on-tour to deliver this information – in
terms of
▪ (for example) being able to stop at a location when talking, or being able to deliver the
information on the tour vehicle before the destination/attraction has been reached.
▪ Remember when you write content:

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 Commentaries and Interpretative Activities MODULE 5

▪ make sure that language (the words) used does not give unintended (not on purpose)
▪ offence to:
gender home country – where do your tourists
come from? The commentary needs to:
culture
give comparisons of the home country of
race
tour group members to the Philippines – for
age; and/ or example:

personal characteristics: size,

shape, nationality, etc..

▪ if Philippines uses metric measurements and the tour group country uses imperial, then
you must tell them measurements in imperial not just metric (for example, a tree is 80
feet/24 meters, high) Remember to look these up when you are planning your activity and
write them into your activity content; (Tip – use your converter App for this!)
▪ conversions need to be made of references to currency – so prices in the Philippines are
given in the currency of the home country for the tour group members.
▪ use, words, phrases and sayings that the people from the country of origin will understand
– for example say ‘jelly’ instead of ‘jam’ for Americans.

Develop a Script

What is a script?

The written words of a speech or a talk

Use these 5 steps to prepare and present your tour commentary:

1. prepare a script – write down what you are going to say;

2. practice the script;

3. make changes based on what you learned in the practice of the script;

4. practice the changed script; (keep doing this until you are happy!)

5. present the activity to real live tourists!

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 Commentaries and Interpretative Activities MODULE 5

Tips and techniques for writing scripts

Tour scripts cannot be written on-the-day: You need time to research, develop, practice
and revise before they are ready for using on real tourists.

When writing content for tour activities and scripts, remember:

make sure the content is true and up to date:

separate opinion from facts;

no made up facts!

double check your facts from different sources.

include important information – as relevant to:

the time of day (e.g. after dark safety and security);

road/route conditions (e.g. steep, slippery, wet);

expected weather (wet weather cautions); and/ or

activities and inclusions while on-tour.

Test Your Script

Write out the important points of the script for your activity onto a few cards or smaller
pieces of paper stapled together. This will make it easy for you to check what you have to say
without having big sheets of paper in your hands. Once you have drafted the activity you need to
practice it in a touring situation to test:

what works?

what does not work?

it is too long or too short?

are the resources right? Enough? The right ones? Available? Etc.

do inputs from other people work? (Other members contributing to the tour activity

such as vendors, suppliers, etc.)

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 Commentaries and Interpretative Activities MODULE 5

Good and useful ways to test your scripts are:

speak aloud and deliver the whole talk to get a real feeling of how it sounds and what works

just reading it to yourself is not the same as saying it out aloud.

practice your actual tour delivering the script, aloud, with the proposed:

route;

destinations, attractions, activities and inclusions;

timing; and/ or

other things you have to consider, like transport.

In other words visit the site, walk the walk, talk the talk. This is needed to get an idea of

whether the commentary fits with the time available for the tour. Keep a record of the

practice to check the timing and how the commentary links with the points of interest,

stops/breaks, destinations, attractions, activities and other inclusions.

practice your activity/tour to colleagues, especially experienced Tour Guides for their

feedback and comment.

include props, anecdotes and other activities as, when and where planned.

ask colleagues and/or family and friends to play the role of tour group members during
the practice sessions – so they can give you honest feedback on your performance which
will help you make the final product much better!

Improve your activity

After you have tested your activity, you need to make changes to improve it. Remember:

all draft activities will need to be changed to make them better – there will always be
things that don’t work the way you thought they would;

make the changes needed – don’t ignore things that did not work!

ask for feedback and inputs, and use these to improve your activity; and

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 Commentaries and Interpretative Activities MODULE 5

you may have to make a number of revisions (changes)– it will just get better and better!

How to change the talk or script:

When making changes, you could:

Deliver an Interpretive Activity

Delivery tips

Simple tips for delivering a really good tour, activity or commentary include:

choose a good time for delivery (e.g. not while people seem tired or want to rest);

stand where everyone can see you and away from any other groups in the area;

face the group in the best way possible;

speak loud enough for everyone to hear – or use technology to help project your voice;

stay interested and be helpful during the whole tour and in a way that will be useful to
the type of tour group members – while most tours are meant to be ‘fun’ there are some where
themes should be reserved, respectful and somber (quieter);

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 Commentaries and Interpretative Activities MODULE 5

focus your attention on the whole group – talk to and include all the tour group members:

talk in a way that most of the tourists will understand. Keeping in mind their age, country,
education, language, culture and special needs – this means:

use the right words, terms and phrases; and

emphasize points that you know are specifically interesting to the group – e.g. with an

American group, include the fact that the USA is the 2nd largest producer of tamarind in

the world when giving a tamarind talk.

get feedback from the group throughout the commentary:

can they hear/see?

anything else they want to know?

do they want a break/rest?

check for understanding of what has been said – for example:

ask “Did everyone/you understand?”

be aware of body language that will show you that the tourists didn’t understand or

were confused;

listen for comments from tourists “What did he say?”

encourage questions – and answer them in a way which shows you like them asking questions;

make the commentary a ‘unique’ (one-of-a-kind) event – don’t let commentaries:

become boring and lifeless; or

sound like you are bored because you have said the same thing so many times.

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use the script that you wrote:

all the information in the script needs to be said but you might want to add to it at times

no content should be left out in the talk you give.

add other comments to the talk – which may relate to:

new information which you have just found out

special details about the interests of the group e.g. with an American group, mention

the fact that the USA is the 2nd largest producer of tamarind in the world when giving a

tamarind talk.

know when to be quiet – many people who deliver tours seem to think their job is to talk all

the time and this is not true. It is important to keep quiet at times to allow tourists to:

have a break from the commentary; and/ or

experience the tour in peace and quiet.

Conduct the activity

For a hands-on activity for the group, remember:

tell people how long the activity is going to be;

tell them all safety information – explain any rules which are important;

hand out safety gear, clothes and equipment: demonstrate (show) how to use it and
help tourists to wear/become comfortable with it;

hand out and explain how to use equipment, props, and tools if needed;

do a demonstration – show people how to do the activity – give them tips about how to
do it;

be ready to stop the activity if you think/see someone is in danger or something

dangerous has happened;

check if the tourists can do it – some tour group members will not be able to do some
activities because of health or age reasons;

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be tactful (polite) when telling someone they cannot join in an activity and try to have a
substitute (some other activity) available;

Keep the group small if there is a limit to the number of tour group members who can
do it at any one time;

encourage people as they participate – “that’s great!”, ‘nice work’, “well done”, etc.;

keep track of time – don’t let the activity run over the scheduled time; and

congratulate (give good feedback) tourists – and share their excitement and
experiences.

A good example here is a safety briefing (meeting/discussion) at the beginning of a boat

cruise down the Pagsanjan Falls – show clients life jackets and how to use them, etc.

Personal style and showmanship

Tour Guides with personality and energy are the most successful, so work a style that will make
your tourists remember you!

Remember that your style must not distract people from what you are saying or doing.

When you develop your own, style think about:

speech – how you say things, how fast or slow you speak, how loud or soft you speak; and

type of interaction with people – this means:

how formal or informal you are;

what you call people – by their first names, or Mr/Ms;

how much you involve your tour members; and

how warm and open, or formal and distant you are with people.

Microphone techniques

The following tips will help when working with a microphone:

read the instructions on how to use the microphone equipment!

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Testing:

check and test the equipment and systems (a ‘sound check’) before the tour starts –
and before the tourists arrive to make sure:

everything works properly; and

all settings are correct.

do not blow into it or tap it when you start talking – this is unprofessional and annoying to tour
group members.

In a bus, ask the driver to check the bass levels and then test that the sound is clear –

before the tour starts.

Handling:

hold the microphone firmly – if the hand keeps moving on the microphone, this sound

may also be heard;

do not wave it around as your voice will be louder and softer, depending on how close

the microphone is to your mouth at a time;

set and keep an even distance between the mouth and the microphone – based on
what the instruction booklet says;

turn it off when you are not using it; and

protect the microphone from wind if you are using it outside;

Speaking

speak clearly; and

say words properly.

avoid feedback (echo) –follow basic rules like:

do not hold the microphone too close to a speaker; and

do not point a microphone towards a speaker.

Volume:

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speak at the same volume you usually speak;

do not shout into the microphone;

turn up the volume when:

there is extra noise;

the group is big; and/ or

people say they are having trouble hearing.

Delivery tips

use a lot of pointing and hand gestures – to show what is commented on, where things

are and where people need to look to see what is being talked about; and

interact with the group – ask them questions; get their feedback.

Answer questions

How to answer questions

Give a direct answer to the question which was asked – this means:

give a full, detailed, and honest answer;

do not avoid questions or ignore them;

be prepared to say “I’m sorry but I don’t know the answer to that question.” See next

section for more on this; and

never make up an answer.

Make sure that if you give your personal opinion in an answer that you say that this is your

opinion and not a fact.

Follow-up on unanswered questions

No Tour Guide can ever know everything!

There will always be times when a Tour Guide gets a question they cannot answer.

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Don’t get upset – it happens to all guides!

Have a plan on how to handle questions you don’t have answers for

Deal with questions which cannot be answered

Some tips to handle these questions:

apologize that you don’t know – “I’m sorry, I really don’t know the answer to that”;

the apology needs to be honest and you need to show the right body language/facial

expressions to show it’s real.

ask the question to the rest of the group to see if anyone in the tour group knows the

answer to the question: “Does anyone know….?”

tell tourists where they could look for the answer:

brochures, posters, hand-outs which are available when you get off the vehicle;

a website; or

a Visitor Information Centre.

write down the question so you don’t forget to look it up; and

plan and then research the question and:

give the answer as soon as you can to the person who asked the question

Review and Revise your activity

What is a ‘critique’?

Constructive (not destructive) evaluation – useful, not hurtful comment/feedback.

Review

You need to review (examine) your interpretive activities to see how well they went and what you
can improve (make better) the next time you do it.

After the activity, at the end of the day/tour, open your file, take out your planning notes and

script, and think:

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how did the activity go?

was the speed/pace right? Was it too fast? Was it too slow?

did I have enough time to say what I wanted to say?

did I run out of things to say too quickly?

did I have too much to say in the time I had?

did I give the right type of information? Do I always get the same questions from tour

members? If so, then add that content into the activity

take some content out? Say less? Take less time on the group interaction, etc.

can it be better ? How should I adjust it?

are all the activities of the right quality, are they relevant and interesting enough?

were the tour members happy with the activity/tour?

did I come out with the right cost? (for own tours)

were there any risks I did not expect?

any problems that I have to plan for next time?

When to review?

Just after the activity –– when you can still remember well.

Anyone to help or ask?

Ask for feedback from other people involved in the activity or tour, like:

driver;

suppliers: vendors (e.g. restaurants), site staff at attractions, etc.; and/ or

participants – tourists.
Revise

Look at the inputs, feedback and your own critique (own judgement) and make the
changes you need IMMEDIATLEY (before you forget and get busy with something else!).

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Make the changes to your notes and your activity plan. If you can, do them on a computer
and print a new copy with the changes on it, and file this in your file for next time.

Add in any new materials, brochures, price lists, etc. that may be useful next time.

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Guide Questions:

1. What are the essential things to consider when writing a script/commentary?

2. How would a script / commentary be useful for tour guides?

Unit Activity:

From the interpretive activity on the previous lesson, create a 2-minute video of

our material.

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Learning Outcomes:

• Demonstrate the skills and knowledge necessary to guide tours

• Apply required legal, ethical and safety considerations to the conduct of tours
• Optimize respect for local culture
• Minimize negative impact on the culture, people and environment

Demonstrate the skills and knowledge necessary to guide tours

Leading tours requires demonstration of a wide set of skills and application of a diverse
body of knowledge.

This section identifies activities necessary in this regard.

Basic classification of skills and knowledge

Tour Guide requirements can be classified into the following sections to assist with identifying and
applying what is necessary:

• Pre-arrival activities – concentrating on tasks to be completed before tour groups arrive for
their tours

• Pre-departure checks –featuring activities necessary to ensure safe and compliant operation
of the tour in accordance with legal requirements and promotions

• During tour activities – relating to all the duties required to lead the tour and conduct activities

• On-departure/post-tour activities – focussing on administrative work required by the employer

to finalise the departure of tours.

Pre-arrival activities

The skills and knowledge which may need to be demonstrated at this stage can include any or all
of the following:

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Checking of arrival schedules

To ensure:

• Capturing hard copy information about tours and groups for the day/shift

• Knowledge of times groups are arriving

• Knowledge about composition of group

• Knowledge about any issue/detail to be clarified and/or obtained in relation to the

group/individual members of the group

• Knowledge about how groups/members are arriving – public transport, private vehicle, shuttle
bus

• Knowledge about exactly where they will be arriving – booking office, departure lounge,
outside on footpath/in car park (‘muster point’).

Checking reservations

To gain knowledge of:

• Payments made and/or to be collected prior to departure

• Special requests made by tour groups/members – and:

▪ Tour Operator responses to these

▪ Tour Guide commitments in this regard

• Types of bookings which have been made – and how (if applicable) this impacts inclusions
and/or tour guiding to be provided

• Seats/tickets remaining available for sale – so action can be taken to promote and sell these.

Verifying itinerary

This may involve:

• Contacting destinations and providers – and confirming arrangements

• Determining weather and other local conditions – and factoring this knowledge into plans

• Arranging suitable alternatives – where necessary

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• Confirming basics of the tour – in relation to knowledge of:

▪ Departure and arrival times

▪ Transportation

▪ Routes

▪ Inclusions

▪ Breaks and meals/refreshments

▪ Activities.

Collecting resources relevant to the tour to be conducted

This can require:

• Obtaining and checking guide kit – as appropriate for the individual needs of specific tour
types which will contain essential items to enable the effective and safe conduct of the tour,
such as:

▪ Maps

▪ First aid kits

▪ Communications devices

▪ Pen and paper and nominated internal forms

▪ Contact List

▪ Tour notes and script for commentary

▪ Prop kit

• Obtaining resources and other materials for distribution to tour group members – such as:

▪ Information brochures and Fact Sheets

▪ Safety advice and information

▪ Tour maps

▪ Specific information relating to individual destinations, events, activities on tour

• Obtaining necessary vouchers to reflect tour group numbers and inclusions – such as for:

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▪ Entry to venues/destinations

▪ Meals/food and beverages

▪ Merchandise and nominated services

▪ Discounts on certain purchases.

Testing items

This may require:

• Testing communication items/devices:

▪ Microphones on PA systems

▪ Megaphones

▪ Walkie-talkies/two-way radios

▪ Cell phones

▪ Pagers

▪ Portable PA systems

▪ Laser light pointers

▪ Personal audio facilities – these are more commonly used for self-guided tours but can be
used for certain portions of a longer tour – for example, the headset and player unit may
be distributed to tour group members when they are given 90 minutes to wander at their
leisure through the museum part of a larger site

▪ Audio-visual equipment – where it is to be used for presentations:

– PowerPoint/data projectors and screen

– Overhead projectors and screen

– DVD players and monitor

– Movie projectors and screen

– Computers – and internet connection where this will form part of the tour or a
component of a presentation or tour activity

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• Testing/checking sporting equipment – as required for games and sporting activities to be

played:

▪ Bats, racquets and balls

▪ Boats and cars (pedal cars, luge cars; motorised kiddies cars)

▪ Protective clothing and equipment

• Checking items required to enable tour group members to participate in scheduled activities:

▪ Ingredients people are going to use

▪ Utensils and items of hand-held or powered equipment.

Preparing scripted commentaries

A scripted commentary is a prepared talk about identified topics of interest to a group of tour group
members.

The scripted commentary may be prepared by the agency and provided for use, or there may be
a need to develop a scripted commentary for a certain tour, group and/to meet special
requests/needs of a tour.

A scripted commentary should be thought of as a guide about what needs to be said rather than
a complete list of everything that needs to be said during a tour.

There will always be a need to provide some unscripted commentary to supplement whatever
scripted commentary is prepared.

Unscripted commentary refers to the situation where information is provided to the tour throughout
the tour but reference is not made to a script when doing so.

The following is a guide for preparing a scripted commentary:

• Writing a commentary takes time – it cannot be done on-the-spot and rarely on-the-day it is
required. Writing a commentary can take weeks

• Research the tour – knowledge is a critical underpinning element of every effective and
engaging commentary:

▪ Research is required about what the visitors want, need and/or prefer to hear about

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▪ Research is essential about the site/location/venue where the tour will be delivered to
obtain statistics (people just love figures as part of a commentary – height of things,
number of things, weight of things, speed of things, temperatures, size/dimensions),
history, details about the facilities, interesting facts about the area or venue, names of
owners … and, of course, loads of facts/details about anything which is the main focus of
the tour

• For example:

▪ If preparing a commentary for a zoo it is vital to know all there is to know about the animals,
their habitat and their feeding habits

▪ If preparing a script for an historical tour it is critical to know important dates, events,
people, and sites

• Check the advertising undertaken by the tour company, the site or the venue to identify topics
promoted to visitors – and then ensure these are covered by the commentary in order to meet
expectations and advertised promises

• Know the route – the commentary will/should describe and provide information about the
venue/site in general but (more so) on what is visible on the tour itself. This means a need to
cover in some detail all buildings, natural and built attractions, events as the tour sees
them/passes them

• There is no need to cover – or cover in far less detail – buildings and similar not viewed or
visited as part of the tour however there still remains a need to have knowledge about them

• The scripting process should involve others – to:

▪ Contribute ideas

▪ Provide information, facts and figures

▪ Bounce ideas off

▪ Practice on

• Experience some other commentaries – before starting to develop the commentary to learn
from:

▪ What they do/say

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▪ How they do and say it

▪ When they do and say things

▪ The amount of commentary they provide

• Avoid personal opinions, thoughts, beliefs and prejudices – a commentary is not the place to
air personal views

• Avoid inappropriate language – such as:

▪ Swearing/bad language

▪ Racist terms

▪ Gender bias

• Prepare a draft – and then revise it time and time again until it has been polished to the
required standard

• ‘Speak’ the commentary when trialling it – it must be spoken aloud to get a proper feel of it.
Simply reading it in the mind will not do it

• Read it out loud to others for their feedback/comment

• Record it and listen to it and self-critique

• Write the script from the guest/visitor perspective – for example if at the front of a bus or tractor
train and facing backwards towards the visitors, the landmarks must be identified from their
viewpoint

• For example, do not say “On my right is a fine example of …”, instead say ‘On your left”

• Use simple, plain language – this is not to infer a need to be condescending but highlights the
need to keep things simple and easy to understand

• Use simple sentences, not long ones and use simple words and not complex ones

• The easier a commentary is for people to understand, the more they will enjoy it, the more
they will learn from it, the more they will engage with the tour and the more satisfaction they
will get from the tour

• The commentary should reflect the nature of the tour – for example a tour focussing on nature
may be expansive and emphasise grandeur and awesome natural spectacle. A tour of prison,

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museum or war-related tour would take a vastly different approach and be more restrained,
respectful and serious

• Revise the scripted commentary – as required when things change to keep it current

• Practice the commentary before using/delivering it – which means:

▪ Reading it out aloud several times – not just once: five is a minimum

▪ Reading it in situ – this means walking/driving the tour route and commentating to align
with points of interest and items mentioned in the commentary.

▪ Bringing the standard commentary to life with personal anecdotes or knowledge as

appropriate to the venue, topics or interests of the group.

Pre-departure checks

The skills and knowledge which may need to be demonstrated at this stage can include any or all
of the following:

Checking tour requirements

This requires talking with other personnel (such as Tour Operator/manager, drivers, assistants,
cooks) to:

• Confirm plans/arrangements

• Discuss imposed/necessary changes

• Determine alternatives

• Recap allocated roles and responsibilities.

Preparing transportation

This may require:

• Undertaking mandatory safety checks/inspections

• Cleaning

• Replenishment of on-board supplies.

Processing tour resources

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This can include the need to:

• Requisition/order resources – as required based on tour type, group, numbers and budget

• Obtain and check/inspect resources provided – to ensure integrity, sufficiency,

appropriateness and safety

• Loading/stowing items on transport.

Completing documentation

This will relate to:

• Vehicle/transportation documentation/logs – recording mileage, dates, driver name,

destination, tour type

• Internal paperwork to record resources used – by tour

• Time sheets

• Tour manifests

• Signing for items – keys, credit cards, acknowledgement of directives/orders from

management, cash advances.

Checking of personal appearance

This will require attention to:

• Standards of dress and grooming required by the employer

• Standards of decency and common sense

• Requirements of the tour to be conducted

• Personal hygiene.

During tour activities

The skills and knowledge which may need to be demonstrated at this stage can include any or all
of the following:

Greeting tour group/tour group members

This requires:

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• Being there – it is important to be there before the advertised/promised starting time and
before tourists arrive to demonstrate preparedness for their arrival

• A verbal welcome – to the group and individuals

• Introducing self – and role

• Thanking them – for arriving/taking the tour

• Smiling – the universal language

• Making necessary introductions – to other tour group members and to other staff Tour Guides
who will be on tour

• Establishing a rapport with the group/individuals.

Confirming tour details

This can embrace the need to:

• Verbally provide itinerary details – highlighting points of interest and special events and
arrangements

• Distribute materials – such as name tags, itineraries, tickets, vouchers, handouts, tour
materials

• Include a Q & A session – so participants have an opportunity to clarify issues, ease anxiety
and obtain answers to their pressing questions/concerns

• Mention potential hazards – and identify safety protocols and emergency measures which
have been established

• Explain tour group management protocols to ensure safety of all and no-one is separated from
group or ‘lost’ on tour – covering:

▪ Muster points

▪ Need for everyone to check on others

▪ Use of head counts

▪ Provision of cell phone number for Tour Guide, driver, Tour Operator for people to use in
emergency.

Commencing the tour

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This can embrace the need to:

• Do a head count for the tour group – to identify/confirm ‘pax’

• Lead tour group members to vehicle/bus – and assist with boarding

• Explain facilities on board – and any relevant ‘rules’ relating to the transport

• Start the tour on time – so it runs according to schedule: this is important:

▪ Because destinations, sites and attractions are expecting the tour at set times

▪ As tour group members may have made other arrangements based on the advertised
finishing time of the tour

▪ So the next tour can start on time.

Continue relationship building and interactions with tour group members

Good rapport-building costs nothing but does require some effort.

It is necessary to enhance the visitor experience.

Techniques to build rapport with participants may include:

• Extending/building on conversations when people were initially greeted– such as:

▪ Remembering and using the person’s name

▪ Mentioning something talked about as part of the previous contact

▪ Checking to ensure something they queries earlier has been resolved to their satisfaction

• Asking participants questions – about topics such as:

▪ Their country of origin

▪ Personal interests and specific interests for this tour

▪ Their reasons for being on tour

▪ Their previous experiences and tours

• Using icebreakers – these are quick exercises which can be used to ‘break the ice’ and
introduce tour group members to each other.

▪ They are really only suitable where:

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▪ The participants do not already know each other – if the group members already know
each other then ice-breakers are often not appreciated and many resent having to
participate in them

▪ There is sufficient time to conduct them – they can be quite time consuming

▪ A suitable, comfortable location exists to do them – standing in the heat is not a good
location

• See http://insight.typepad.co.uk/40_icebreakers_for_small_groups.pdf and http://training-

games.com/pdf/40FreeIceBreakers.pdf for examples

• Using anecdotes when interacting with participants – these are short stories relevant to the
site, location or up-coming tour and are used as they add interest and provide insight into the
experience

• Using humour when talking with people – most tours contain an element of fun and the use of
appropriate humour at appropriate times can set the scene for fun and actually impart fun and
enjoyment before the tour starts

• Checking on people’s welfare – by asking if they need anything, verifying they are OK and
prepared, and helping them solve their problems

• Applying suitable interpersonal and communication skills at every opportunity/exchange –

such as:

▪ Smiling

▪ Eye contact

▪ Demonstrating interest

▪ Responding to questions

▪ Clarifying information

• Involving them in what is happening – this can include:

▪ Telling them what is about to happen

▪ Giving them something to do – this may even extend to giving them a simple task to assist
(depending on nature of tour and organisational policies)

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▪ Giving them something to look at/read.

Providing commentary

Basic communication strategies which can/should be used to deliver commentaries may include:

• Ensuring visibility to all tour group members – it is preferable if all people on the tour can also
read/see lips but at a minimum they should at least be able to see the person speaking to
some extent

• Facing the group – to the greatest extent possible

• Speaking loudly enough for everyone to hear – or using technology to help project the voice

• Remaining enthusiastic and appropriate for the tour content – and as appropriate to the
nature/profile of the tour group members: some tours/topics require a sombre approach and
others a lively and engaging demeanour

• Beginning the verbal commentary sufficiently in advance of a scheduled tour stop so

participants have time to focus on whatever is the focus of the commentary

• Alternatively a decision may be taken to arrive at the stop, and then deliver all the commentary
at this point

• Focussing attention on entire group – the commentary must be directed at, and embrace, all
the tour group members

• Never fall for the common traps of:

▪ Talking only to those who are closest

▪ Directing commentary at those in the immediate line-of-sight

▪ Commentating only to one or two ‘special’ group members

▪ Focussing on a certain person, age group, nationality or gender

• Communicating at level that will be understood by the audience considering their age,
education, language, culture and special needs – this frequently means:

▪ Keeping things simple

▪ Using hand gestures to accompany verbal communication

▪ Using appropriate words, terms and phrases

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▪ Highlighting points identified as being of interest to the group

• Seeking feedback from the group throughout the commentary:

▪ Can they hear/see?

▪ Anything else they want to know?

▪ Do they want a break/rest?

• Encouraging questions – and responding to them in a way which demonstrates questions

really are encouraged and appreciated

• Making the commentary a ‘unique’ event – avoid allowing commentaries to:

▪ Become boring and lifeless

▪ Sounding rote and mechanised/robotic

▪ Adding comments which include new information and target the interests of the group

• Knowing when to be quiet – many people who deliver tours seem to think their job is to talk
‘all the time’ and this is definitely not the case/requirement

• It is important to keep quiet to allow participants to:

▪ Have a break from being talked at/to

▪ Experience the tour in relative peace and quiet

▪ Enjoy the experience on their own

• Adjusting the commentary as required – to accommodate:

▪ Identified interest of the group

▪ Emerging events.

Using correct protocols when using communication equipment on tour

It is common for the following to be standard procedures regarding the use of radios and
communication when leading a tour group:

▪ Keeping communication lines clear unless addressing urgent issues

▪ Using designated channels for communication

▪ Using established protocols for:

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▪ Responding to a transmission

▪ Sending a transmission

▪ Spelling out a name – using the phonetic alphabet (see immediately below)

▪ Knowing emergency transmission words that will give the message priority – ‘Urgent’, or
‘No duff’

▪ Checking-in as required - at designated times, after completion of designated

activities/events, when arriving at a designated location

▪ Ensuring transmissions do not talk over other transmissions

▪ Using ‘over’ at the end of each sent transmission

▪ Using ‘go ahead’ to indicate readiness to receive

▪ Identifying self clearly at the start of any transmission sequence – ‘Control, this is Lily,
over’

▪ Refraining from swearing or bad language when communicating

▪ Not mentioning matters ‘over the air’ which are sensitive in nature or which could cause
panic if heard by a third party.

Using the phonetic alphabet

▪ The phonetic alphabet most commonly used was developed by NATO and is used to help
prevent the confusion that can occur with radio transmissions where letters that sound similar
over the air (such as ‘D’ and ‘B’, ‘P’ and ‘B’, ‘A’ and ‘I’) can be quickly differentiated.

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Using appropriate communication techniques

In relation to delivering a commentary the following are useful communication techniques:

• Repeating parts of the commentary – to give those who did not hear the opportunity to listen
to what was said

• Paraphrasing when there is a lack of understanding – this means repeating what was originally
said but using different terms/words

• Speaking at a different pace – to match the requirements of the participants and/or their stated
needs

• Using plenty of pointing and hand gestures – to indicate what is being commented on and to
provide guidance and direction

• Involving the group – ask them questions; seek their feedback; talk about their feelings and
what they are experiencing

• Being constantly alert to barriers to communications – and proactively seek to avoid or

address them: common barriers are noise and line-of-sight obstacles

• Checking for understanding of what was said – options include:

▪ Asking “Did everyone/you understand?”

▪ Being alert to quizzical expressions and looks of bewilderment

▪ Listing for comments from participants “What did he say?”

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• Increasing the volume of public address and communication technologies – where there is
extra noise, the group is larger than normal or they say they are having trouble hearing

• Using extra staff – to assist with delivering the commentary to a bigger than normal group

• Addressing emotional barriers (distress, pain, intra-group conflict, conflicting personalities)

before continuing with commentary.

Providing hands-on or participatory activities

The need to plan and prepare them

All participatory activities must be planned – never decide to do one on-the-spot without prior
planning, preparation and risk assessment and management.

If it has not been organised as an activity before the group arrives for their tour, it is too late to do
so when on tour – the risk of accidents and subsequent legal action is too great.

Types of activities

Examples of activities can include:

• A team-building activity – very popular with corporate groups and some clubs

• A motivational speaker or guest speaker – often used to align with a stated objective for the
group

• A new experience

• A learning experience

• A fun experience

• A fitness experience

• Activities for children and/or activities for children and parents together

• A 'tester' activity – where group members can test/try different activities, sports, games, rides
or experiences

• A 'treasure hunt' as part of the overall program

• Edu-tainment activities – any activity combining aspects of education/learning with

entertainment.

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Conducting the activity

For a hands-on activity for the group, points to note are:

• Understand all there is to know about the activity – and have some degree of mastery so a
useful demonstration can be conducted

• All activities should have been trialled before tour group members are exposed to them

• Double-check to ensure management have approved the activity for use – sight the signed
approval documentation

• Ensure a check is made before the group arrives that any staff involved in the activity are
present and ready to help/participate

• Deliver the preceding parts of the tour so group arrives at the activity site at the time
agreed/arranged with support staff

• Conduct a briefing for the activity

• Tell people how long the activity lasts for and when the group has to depart the activity location

• Ensure all safety aspects are covered – explain any rules which may apply

• Hand out safety gear, clothing and equipment – of required: demonstrate how to use it and
assist participants to wear/become familiar with it

• Distribute and explain the use of equipment, props, tools, equipment as appropriate

• Provide a demonstration – show people how to undertake the activity – give them tips and
‘inside knowledge’/hints about how to succeed, score, achieve the required outcome

• People should leave all activities feeling good about themselves, not feeling they are a ‘loser’
or incompetent

• Only allow the activity to occur in accordance with pre-prepared guidelines and within
established parameters – this highlights the need to monitor and supervise all visitor
action/attempts and provide assistance or corrective advice where needed

• Always be ready to stop the activity – or intervene – if it is believed someone is in danger or

a dangerous situation has arisen

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• Check the suitability of people to participate – it is a fact of life some tour group members will
not be able to undertake some activities due to health or age reasons

• Be tactful when needing to exclude someone from an activity and try to have a substitute
available

• Limit participation to established ‘maximum numbers’ only – where necessary restrict/control

the number of tour group members who can participate at any one time

• Help people as necessary – be proactive but realise many people like to find their own way
thorough new challenges and work things out for themselves: never impose help or force
people to accept it

• Encourage people as they participate – and recognise competency and effort

• Keep track of time – notify people of the up-coming end of the activity so the conclusion of the
activity does not come unannounced: finish the activity on time so the tour can resume on
time according to the itinerary/schedule

• Congratulate participants – and share their excitement and experiences.

Monitoring group and assessing their needs

The ways to monitor/assess the tour group and their possible needs while on tour are:

• Visual observation – watching the group and individuals within it to determine their needs and
identify if any problems are emerging

• The key is to observe and interpret their body language with special attention paid to facial
expression

• Do they look tired or distressed? They will exhibit drooped shoulders, pained expressions,
and slow movement and may be holding onto others. They may be straggling and have
dropped off the main tour group

• Or do they look comfortable and happy? They will have shoulders back, be alert and smiling,
and be talking (perhaps, joking) with others)

• Listening to comments made – these are comments made by people to other tour group
members, or their partners or sub-group

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• Comments which could give rise to concern are the obvious ones such as “I’m tired”, “I need
a rest” or “I am not feeling well”

• Similarly an outburst from one tour group member directed at another tour group member
would likewise give cause for concern

• Being informed directly by someone – this may take the form of a tour group member:

▪ Advising they are tired and asking for a rest break

▪ Saying they are feeling unwell and want assistance

▪ Stating they are being annoyed or upset by someone else in the group

• Asking regular questions of the group or individuals within the group – to determine if they are
OK or not

• Creating an environment which encourages them to say if they have any issues, concerns or
personal requests.

Issues to monitor and/or address

Tour Guides should pay attention to the following:

• Pointing out nearby washroom and rest room facilities – so people can use the toilet or freshen
up

• Selecting suitable sites for delivering information, commentary or responding to questions or

requests – such as a shady or dry spot, or one protected from the wind

• Verbally informing people how long (in terms of distance and/or time) until the next stop, site,
refreshment stop

• Keeping the group together, physically – and not allowing stragglers

• Addressing problems between members of the group – there can be situations where friction
exists between members of a tour group and this manifests itself in ways which threaten the
harmony and cohesiveness of the group

• Asking people to modify their behaviour and/or language – where, for example, their actions
are:

▪ Culturally insensitive

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▪ Socially unacceptable

▪ Illegal

▪ Threatening or intimidating to others

▪ Causing anxiety, distress or ill-feeling within the group.

Maintaining tour group member interest

Options for maintaining interest of people on a tour include:

• Demonstrating personal passion – see below

• Tailoring information to the identified needs of the group – while the prepared commentary
will/should have done this, it is also essential to do this with ‘issues arising’ throughout the
tour such as:

▪ In response to questions

▪ When unexpected events and sights arise

• Using a prop kit – for activities and points of interest to add action, excitement, interest and
flavour

• Always consider including props which can be given to, and used by, tour group participants
as a way of involving and including them

• Using variety of approaches – this means ‘mixing it up when providing the commentary
through the use of:

▪ Humour

▪ Statistics

▪ Questions

▪ Personal anecdotes and experiences

• Highlighting unexpected occurrences and including them in the commentary – and integrating
them into the prepared commentary

• Interacting with tour group members – through personal exchanges and questions, sharing
experiences and feelings: many complaints about a tour guide relate to their failure to mix with
people, talk to/with them, and/or to demonstrate engagement with them

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• Improvising the commentary – by incorporating topics of current interest to the group as

identified through interaction with them

• This highlights the need to develop the ability to ‘think on your feet’ and adjust commentaries
‘on the fly’ to accommodate issues and preferences arising during the tour

• Striving to deliver excellent service at all times regardless of the problems or situations which
present themselves – this involves:

▪ Turning negative circumstances into positive demonstrations of good service, wherever

possible

▪ Asking people to do things, rather than telling them

▪ Smiling

▪ Treating tour group members as individuals and not as a ‘herd’

▪ Responding to requests where possible – and explaining why not when requests cannot
be met

▪ Being polite and courteous

▪ Keeping promises made about the tour – such as the route, activities, inclusions and
duration

▪ Providing relevant, accurate, timely and informative commentary and comments

▪ Keeping tour group members informed about the need to change planned/schedules
activities – explaining the reasons why and (where possible) substituting a suitable
alternative

• Demonstrating interest in tour group members – and their past, current and future
experiences: where they have been, what they are doing now and where they are going and
what they will be doing tomorrow/next week.

Accommodating needs and wishes of the group

Considering the needs and wishes of participants may include allowing for:

• Quiet time – to allow people time to relax and savour a view or experience

• Free time – for tour group members to do their own thing: most tour group members will want
some time to do what they want as opposed to doing what has been organised for them

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• A time for people to chat – this may involve chatting amongst themselves, chatting with other
people they meet on the tour (locals, shop keepers, other venue staff) or chatting with their
Tour Guide

• Personal enjoyment of site – this is time enabling tour group members to enjoy the tour as
best suits them, rather than as imposed by the tour schedule/itinerary

• Some people will prefer a passive orientation where they simply watch and listen while other
will want a more active approach where they want to interact with people and activities

• Tour group members to have a rest – it is important to monitor the group regarding rest breaks
and vital to understand the Tour Guide’s level of fitness does not dictate the requirements
participants have to rest and recuperate

• Photo opportunities – always be alert to the need for people to take photographs to record
their experience

• Many of these ‘photo opportunities’ are predictable and will remain the same for every tour
but there are always unique moments which can arise where people wish to capture the
moment

• Not being able to take photographs to suit individual need is a major source of
complaint/dissatisfaction so be aware of the need to facilitate this. Be prepared, for example
to:

▪ Allow extra time where everyone is taking photographs – if there is a need to save time to
keep the tour on schedule try to save it somewhere else and not at the expense of
restricting photos taken by the group

▪ Offer to take photographs for individuals – so they can be ‘in the photo’

▪ Be part of the photo – many people will want their Tour Guide to be part of their
photograph

▪ Assist with the photo – by holding bags and other items

• ‘Up close and personal’ opportunities – tour group members expect many things of those who
deliver tours and one of their main expectations is the presence of a Tour Guide will gain them
access to things which are not available to people who are not on a tour

• This means they may request:

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▪ A meeting with other staff/people at the site or venue

▪ Access to areas which are ‘off limits’ to other people/those who are not part of a tour

▪ Introductions to and/or more contact (effectively, more time) with people/other staff who
are available – so they can talk more with the, ask them questions and/or watch them at
work

▪ Special photo opportunities with (for example) animals, characters or unique sights

• Preferential treatment – this often relates to ‘small things’ but things which are important to
the tour group members, such as:

▪ Being served first when meals are taken – as opposed to having to queue in line with the
general public

▪ Being able to sit together for meals/refreshments – as opposed to having to take whatever
seats are available

▪ Being given the ‘best’ seats’ when dining – seats with the best view, least disruption by
pedestrian traffic

▪ Going to the front of lines/queues for rides, activities, displays, events etc

▪ Being loaded first onto transport so they can ‘sit with each other’ and get the ‘best seats’.

Counting participants

Counting participants throughout a tour is necessary to confirm all participants are still with the
tour, or identify if someone is missing.

Counting of tour group participants should occur:

• Regularly – on an on-going basis: a time-based check may be used, say, every 10 – 15

minutes

• Before the tour leaves a point where participants have had to leave a vehicle – to verify all
those who got off have got back on

• At certain points along a walking tour which are not ‘too far’ apart.

Techniques to assist with counting tour group members include

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• Being certain of the starting number when the tour departed – as this is the reference point
for the checks

• Updating records (manifests, passenger list) if a person notifies they are electing to quit the
tour – tour group members usually have the right to leave a tour whenever they want to. The
fact they have started the tour does not compel or obligate them to finish it

• Doing a physical head count of participants when the group arrives at a pre-determined head
count point – this can involve:

▪ Physically counting people as they stand or sit

▪ Asking people to respond to a roll call using the manifest or passenger list as the basis

▪ Standing by the entry door of a vehicle and checking people as they re-board after a
visiting/viewing experience – and ticking them off against the manifest

▪ Counting the number of seats filled on the bus when people have re-boarded – 45
participants should equate to 45 seats filled

▪ Asking tour group members a question “Is everyone here? Can you please check to see
we are all here.” – this:

▪ Is an extremely effective approach

▪ Should be accompanied by a supplementary check.

Always record the count to demonstrate ‘due diligence’ – recording:

• Pax

• Time

• Location.

Implementing company policies when tour group members are unaccounted for

Company policies will commonly require action covering several of the following points:

• Halt the tour

• Conduct a re-count

• Identify number of people missing and names of same

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• Notify management, head office, site supervisor, the control room or security staff – and
advise of the situation identifying:

• Number/s missing

• Names of those missing

• Location

• Time missing person was identified

• Checks to-date to confirm absence of person/s

• Request other tour group members not to move/move away – this is to:

▪ Ensure a bad situation does not get worse by having more people wander off/go missing

▪ Allow access to them so they may be questioned

• Where necessary distribute drinks/refreshments – always try to make the sure people as
comfortable as possible

• Conduct a brief search of the immediate area – call out to the missing person/use megaphone:
do not involve other tour group members in the search

• Take charge of the situation – show confidence and demonstrate action to retrieve/resolve
the situation

• Ask other participants if they know where missing person is – ask the group using PA and/or
move among group asking people face-to-face

▪ A general question to the group can be effective “Does anyone know where David is?”, or
“When was the last time anyone saw Cindy?”

▪ Confirm tour group numbers with group leader – this is really a double-check to make sure
the initial count of the group was not incorrect

• It is always wise to verify a belief someone is missing is supported by others

▪ Confirm tour receipts with participants – to clarify those who are still with the tour – this,
too, is a double-check to identify who is missing

▪ Do not allow other tour group members to go looking for the missing person/s

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• This risks losing more members and may place them at risk. It is the job of the Tour Operator
or leader to conduct and/or arrange search and recovery activities

▪ Prepare details of the missing person/s for hand-over to other staff and/or the authorities
– this may include:

– Details from the manifest

– Photo ID

– CCTV footage of group arriving at main departure point – where applicable

– Details about the person obtained from the group leader and/or other tour group
members (such as those who were sitting next to them; those who shared activities
with them; people who were in the same boat/car when they went on a ride) – for
example, medical needs/conditions.

Handling problems with tour group members

Tips include:

▪ Realise no problem will ever resolve itself – problems require action to fix/address them

• Take responsibility for taking action – it is part of the job to do so

▪ All identified issues must be addressed – never simply ignore a problem

• If appropriate/possible, look for ‘safety angle’ on which to focus the conversation to be had
with those creating/causing a problem or issue

• People are more likely to listen and comply if it can be demonstrated they need to alter what
they are doing because it is unsafe or poses a risk to others

▪ Treat people with respect – talk politely with them allow them their dignity

• Aim to make the other person feel special, not to feel victimised

• Talk with people who need to be spoken to away from others in order to respect their right not
to be embarrassed or challenged in front of others

▪ Try to stay calm – when a need to intervene and say something to a participant arises

• ‘Act’ but do not ‘over-react’

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• Avoid using a loud voice and try to speak so the conversation is private, and so the
participant/s do not feel as if they are being reprimanded in front of the rest of the group and
being made to look silly or ‘small’

▪ Phrase what is said so it is not a personal ‘attack’ on the other person – for example,
instead of saying “You must not do that”, re-phrase the statement to “We prefer such action
does not take place while here/on tour/in this location”

▪ Try phrasing statements asking people to modify their behaviour as ‘requests’ rather than
‘commands’.

• Give reasons why the request is being made

• There is big difference between ‘Stop doing that’ and “Could I please ask you not to do that
because it scares the animals?”

▪ Look through the eyes of the tour group member and try to see things from their
perspective

• For example, consider saying “I can see you are tired and I know we have walked quite a long
way and it is hot, but I need you to know it is not acceptable for the safety of others for you to
wander off on your own to have a rest”.

Dealing with problems between group members

When dealing with problems between tour group members always remember:

• It must be the Tour Guide who is in control of the tour – not the tour group members who are
in control

• Never be afraid of asking for help or back-up from management, other staff or security – using
two-way radio, or cell phone.

• Techniques to address problems between tour group members include:

• Ask the two parties to come to one side and talk – it is important everything said when
addressing issues involving two parties is spoken in front of both parties so there can be no
suspicion/question over what is said

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• Where the tour is long one, attention should be paid to trying to resolve the root cause of the
issue – where the tour is a short one, attention should focus on developing a solution to
effectively address the problem until the tour has finished

• Ask the parties what the problem is – this allows insight and also allows the parties to get
things off their chest

• Explain how their behaviour is adversely impacting the enjoyment of other tour group
members

• Ask them to refrain from further action which disrupts the tour – and thank them for their
cooperation

• Be prepared to suggest solution as to assist resolve the issue in the immediate short-term,
such as:

▪ Re-seating people to different locations (for example, on the coach) so they are not near
to each other, or are out of line-of-sight of the other person/party

▪ Asking parents to more closely supervise their children

▪ Re-grouping participants into different configurations so those having problems with

another person/group in conflict are in different sub-groups when it comes to things such
as viewing, activities, dining

• Monitoring the situation – and being prepared to:

▪ Repeat previous requests – it is naïve to believe people will modify their behaviour just
because they have been asked once to do so

▪ Suggest alternative solutions to issues – and allow them to choose their preferred option

• Thank people for their cooperation.

On-departure/post-tour activities

The skills and knowledge which may need to be demonstrated at this stage can include any or all
of the following:

Farewelling tour group members

At the end of the tour:

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• Thank them for taking the tour

• Provide a farewell wish

• Express hope they enjoyed the tour/experience

• Encourage repeat tours

• Notify them of upcoming events and specials

• Handout promotional literature

• Invite them to tell others about the tour

• Distribute merchandise/product as required on departure of tour group members.

Capturing feedback

This may require:

• Distributing feedback forms

• Encouraging completion of Customer Comment Cards

• Mentioning online feedback options

• Talking to people about their tour and experience

• Seeking contributions for improvements and changes to the tour

• Asking if people have complaints

• Actively soliciting feedback and listening to and recording responses

• Thanking people for their input/feedback.

Thanking all relevant people

This may require thanking:

• Group leaders

• Transport drivers

• Catering staff

• Co-workers – who did the many things which combine to provide a memorable and effective
tour, such as:

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▪ Co-hosts/tour guides
▪ Safety officers and Security staff

▪ Monitors and observers – for rides and activities

▪ Park characters

▪ Section guides – specialists in certain areas who deliver information, activities and
demonstrations in their particular area of expertise.

Completing end-of-tour activities

This may include:

• Signing off forms – these may relate to:

▪ Return of equipment

▪ Return of materials and props

▪ Return of keys

▪ Return of vehicles

• Completing required forms – which can include:

▪ Time sheets

▪ Incident reports

▪ Maintenance requests

▪ Manifests

▪ Tour report – detailing Name of tour, Dates, Times, Numbers and other information
required by individual operators

• Handing in required items – such as:

▪ Forms identified immediately above

▪ Lost and Found items

▪ Customer comment cards

▪ Head count checks

• Cleaning up – this may relate to:

▪ Cleaning vehicles
▪ Tidying arrival and departure points

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▪ Replenishing materials, handouts, promotional materials and merchandise distributed to

(or taken by) tour group members

• Participating in de-briefing – with management, the marketing department and/or heads of

sections to:

▪ Discuss events and the tour in general

▪ Identify lessons learned

▪ Identify opportunities for improvements, other tour types and/or potential tour group
customers

• Reconciling cash and vouchers – for accounting, bookkeeping and business performance
reasons

• Remitting payments received – for additional sales

• Forwarding feedback received.

Error! Reference source not found.

All identified legal, ethical and safety considerations must be applied when conducting
tours.

It is important to understand/acknowledge:

• Consumers are becoming increasingly aware of their legal rights – so Tour Operators/tour
leaders/guides need to be aware of their obligations to the client

• Legal terms and definitions are not always easy to interpret/understand – but there is an
obligation to learn and interpret what they mean: importance is never an excuse

• Tour leaders/guides should know their legal rights/obligations

• There is a need to seek legal advice – from a legal professional, a recognised industry
body/association or a relevant government agency

• Every Tourist Guide should be covered by public indemnity/liability (or similar) insurance

• All Tourist Guides should belong to a recognised Tour Guide Association – so they can obtain
advice and assistance in this regard from industry specialists with relevant knowledge and
experience

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• A standard requirement for Tourist Guides is they hold a current and recognised First Aid
certificate/qualification.

General application requirements

Obligations on Tour Operators and Tour Guides

Tour Operators and Tour Guides can be seen as breaking the law if they:

• Misrepresent tour activities, accommodation and other services and inclusions of a tour,

• Give negligent or inappropriate advice

• Provide unqualified or inappropriate staff or unsuitable suppliers to their tours

• Are negligent in their selection of supplier

• Do not provide for the care, wellbeing, comfort and safety of each individual on the tour.

They are obliged to:

• Provide the services as contracted – and outlined in brochure, contract or tender for the tour

• Ensure stated accommodation/services/sightseeing/attractions are included – as identified or

promised

• Use/provide ‘expert guides’ – who know what they are doing and have suitable experience
and expertise appropriate to the tour type

• Ensure all practices of guide and other staff are safe, ethical and professional

• Provide safe and reliable services and facilities – at all times.

Terms and conditions

For the employer/Tour Operator they are working for the Tour Guide must learn, understand and
ensure they operate in compliance with all ‘Terms and Conditions’ that apply and have been
provided to tour group members for their tour, in relation to :

• Deposit and balance conditions

• Cancellation and amendment condition charges

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• Pricing policies – as linked to transport costs and/or currency fluctuations

• Exclusions/Inclusions

• Itinerary changes

• Personal and Property loss/injury/damage.

Potential claims

It is possible tour group members/clients will commence legal action if any of the following
situations occur:

• Non-compliance with stated terms and conditions – as laid down by the Tour Operator in their
promotional materials

• A tour leader/guide not adhering to the planned itinerary – as is their responsibility: that is,
subject to unavoidable events (weather, closure of attractions, traffic accidents)

• Late provision of service – or late arrivals at destinations

• Inferior and/or cancelled service – when compared to itinerary/advertised tour/s

• Unfulfilled promises – of any sort

• Itinerary/accommodation changes – where inferior routes or destinations or accommodation

are provided

• Loss/theft of property – whilst it is the responsibility of the tour company

• Accident, illness or death which occurs on tour.

Need to learn Tour Operator protocols

Not only must Tour Guides learn the SOPs for a Tour Operator but they must also:

• Study and implement all checking procedures as required by the business

• Learn, practice and be able to implement all contingency plans – to address situations where
planned itinerary, routes, activities and similar cannot be followed

• Learn, practice and be able to implement all emergency plans – to address identified
emergency events which might occur on tour.

Practical implementation requirements

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Tour Guides must:

• Fulfil the Tour Operators contractual obligations – as stated in terms and conditions and any
applicable contracts

• Ensure duty of care is discharged – to all consumers of the service/experience at all times

• Be familiar with the terms and conditions and content of the tour/s – in order this knowledge
forms the basis of action taken

• Provide accurate, relevant, and current information – in relation to all aspects of the tour

• Meet the day-to-day activities of the tour – as per the contractual agreement between the
employer, employee and the consumer

• Provide care and wellbeing, comfort and safety to each individual on the tour

• Conduct the tour in a professional manner

• Record all incidents and keep accurate records/documentation – of the tour

• Report and document any unusual occurrences

• Ensure all activities are performed under safe conditions and acknowledged practice.

Finally

Remember:

• A guide/tour leader is responsible for their group and any problems or incidents that arise
while on tour – such as injury, loss of enjoyment, loss of property: all these may be seen as
the responsibility of the guide

• A guide must take responsibility and decision make on behalf of the group – and always
consider the contract of the tour and the best interests of the tourists when doing so

• Being a Tour Guide involves carrying and discharging many responsibilities – from the
moment tour group members arrive until their final departure

• Being a Tour Guide requires:

▪ A ’cool head’ – in order to deal with the many problems, issues, challenges and issues
which can arise in relation to tour and tour group members

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▪ Good communication and people management skills – to provide information required,

facilitate interactions, resolve problems, negotiate solutions, solve problems and deal with
issues

▪ Loads of patience – because of the nature of constantly interacting and communicating

with others.

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Optimize for Local Culture

All tours must be conducted to optimize respect for local culture.

This section introduces and defines ‘cultural host’, explains the need to respect local culture and
presents ways this may be achieved.

Cultural host

Being a cultural host is a major role of Tour Guide and is important because it:

• Helps visitors make a connection with the locals and the local culture and local
people/communities

• Guards against and explains things which may cause ‘culture shock’ to some tourists

• Assists visitors assimilate into local surroundings and the local experience.

This is important so visitors are prevented from giving unintended offence to any place they visit,
or person they meet.

This role is also emphasised in situations where the tour group members cannot speak the local
language and the guide is needed to interpret or help with communication.

Need to respect local culture

It is important for Tour Guides to demonstrate respect for local culture for the following reasons:

• Meet expectations of tour group members

• Comply with promotional promises made about the tour

• Help minimise negative impacts of tour on local communities

• Maximise education of tourists regarding the country, area and/or communities

• Demonstrate the reverence in which aspects of the local area held by local people

• Generate enhanced local acceptance of tours by demonstrating appropriate respect for

beliefs, customs and other important aspects of the people/community.

Ways to demonstrate respect for local culture

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The following practices have proved effective in demonstrating respect for local culture:

• Abide by Tour Operator arrangements which have been made between them and local
communities – in relation to the conduct of individual tours which may impact them

• Ask permission from locals – before taking certain actions:

▪ Never assume permission will be given

▪ Always consult before taking action

• Always use common sense – but err on the side of being deferential towards local
communities

• Avoid mentioning certain aspects of the local culture – if asked to do so

• Be prepared to explain aspects of the culture – which are known to be generally

misunderstood by others/tourists

• Provide anecdotes which explain and illustrate the local culture – as opposed to providing
lectures about it

• Ensuring integrity of all guiding and interpretation activities – so accuracy and honesty is
provided about local culture

• Leading by example – the actions of the Tour Guide are a critical model for those on the tour
as they will follow/copy what the leader does

• Being sensitive to issues which may have significance for certain cultures – such as matters
which may relate to:

▪ Gender ▪ Dress

▪ Age ▪ Modes of address

• Maintaining secrecy – about certain aspects which locals do not want disclosed or discussed
with ‘outsiders’

• Support the local community – which may involve:

▪ Paying entry fees or other charges imposed by local communities

▪ Buying goods and services from locals

▪ Encouraging visitors to buy from the locals

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▪ Using a guide from the local community to help conduct local tours of certain areas.

Minimize negative impact on the culture, people and environment

Tour Guides must ensure all the tours they lead minimize the impact tours have on local
culture, people and the environment.

This section discusses how to identify what is required in this regard and presents several
standard procedures to enable compliance with what is needed.

Context

Key terms often used to describe and create awareness and action associated with relevant
issues are:

• Ethical Tourism • Green Tourism

• Sustainable Tourism • Fair Trade in Tourism.

Identifying what is required

The standard and effective ways to determine what is required to minimize the negative
impact of tours on local culture, people and the environment are to:

Talk to relevant people

This can require speaking with:

• Local elders and communities

• Other and more experienced Tour Guides

• The employer/Tour Operator

• Government officials who have involvement in and responsibility for local areas and tourism

• Local industry tour groups and associations – who will have been engaged in liaising with
local stakeholders and with developing protocols for minimising impact.

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Read relevant documentation

In many instances’ documentation has been developed to provide advice, guidelines of

mandatory requirements to assist Tour Guides and Tourist Operators to minimize the impact of
tours.

Documents may include those which are internal to the Tour Operator and imposed externally.

They may include:

• External documents • Policies

• Legislation – Acts and Regulations • SOPs

• Local by-laws • Contracts

• Codes of Practice • Terms and conditions

• Charters • Commitments – made to compliance with

relevant matters (see below).
• Agreements.

• Internal documents

Practical strategies

Practical procedures for minimizing the negative impact of tours will usually also seek to optimize
the positive impact of tours.

The following have emerged as effective actions:

• Be careful and sensitive in relation to ecological issues – do nothing to negatively impact the
local ecology/environment:

▪ Limit local water use

▪ Never leave rubbish behind

▪ Take care to do nothing which erodes the land

• Be mindful of local persons, activities and preferences if asked by a local community – for
example:

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▪ Do not operate tours at times/on days identified by locals as being ‘restricted’ in some way
(such as because of local religious or other beliefs, due to established local custom, as a
result of the needs, wants and preferences of local people)

▪ Do not enter nominated areas – in certain locales

▪ Walk only on designated paths

▪ Do not go within a given distance of wildlife, activities, persons, buildings or other

nominated events

▪ Ask tourists not to look at and/or intervene in nominated things – or initiate conversation
with local people

▪ Advise and demonstrate to tourists important aspects of local manners – and what is
considered normal and acceptable, as well as what is deemed to be rude and disrespectful

▪ Restrict numbers of tourists who enter an area – to reduce their immediate impact and to
limit unintentional disturbance/interference with normal activities

▪ Ask tourists not to stare at locals

▪ Where appropriate, tell visitors to ask for permission before taking photographs – or ban
taking of cameras/cell phones into certain areas

• Control visitations – by:

▪ Setting limits for:

– Maximum numbers on a tour

– Number of visits/tours to an area/destination per day, week or other period

▪ Developing and offering alternatives – to tours to sensitive areas

▪ Providing effective management of tours and tour group members

• Commit to compliance – this means:

▪ Making public statements the tour and the Tour Guide and Tour Operator:

– Is committed to nominated Codes and Agreements

– Is committed to observing and implementing all relevant legislation

▪ Advising tour groups:

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– Of the limitations/restrictions imposed on tours by Agreements, Codes and legislation

– Scheduled activities and the planned itinerary are subject to change where the Tour
Guide believes they will negatively impact the local area

– Anyone identified as breaching requirements in this regard will be asked to modify their
behaviour and/or leave the tour.

• Participate in planning – as Tour Guides it is important to:

▪ Take part in discussions about principles and practices for responsible and sustainable
tour actions

▪ Provide feedback and input to the planning process based on personal experiences and
observations

▪ Be prepared to implement and trial draft policies and procedures.

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 Providing Tour Guiding Services MODULE 6

Case Study:

Story 1: Computers for the village

On one tour, a tourist decided that he wanted to help a village that they had visited on the tour. He
decided to donate 3 computers to the village. The guide helped him to find and buy the computers and
give them to the village. Unfortunately, no one in the village knew how to use the computers, or how
to look after them if there were any computer problems, so they were never used, and the village did
not get any benefit from the generous act.

1. What was the issue?

2. What could the guide rather have done?

Story 2: Helping the village school One day, as a tour guide was travelling through a village with some
tourists, he decided to do stop at a village school so that his tourists could hand out sweets/candy,
pens and books to the school children. They walked into the school while classes were taking place,
and went into the classroom and handed things out. This disrupted the class and the teacher. The
children also got an impression that tourists are like heroes and come and hand over nice things to
them. They therefore think that all tourists should do that.

1. What was the issue?

2. What could the guide rather have suggested the tourists do?

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Example of Cultural Misbehavior

Tourist arrested for naked stunt on mountain

A British tourist has been detained in Malaysia for posing naked on the top of Mount Kinabalu
along with nine other backpackers just days before a devastating earthquake killed 18 climbers and
left others stranded on its slopes. Authorities in Sabah on the island of Borneo where the mountain is
located claim that the group who stripped at the summit caused the quake by angering the 'spirits' with
their antics Southampton University graduate Eleanor Hawkins was arrested on Tuesday at Tawau
airport as she was trying to fly from Borneo to Kuala Lumpur. Three others, two Canadians and a
Dutchman, were also detained after handing themselves into police on the island. A third Canadian,
Emil Kaminski, who is thought to be the ringleader, was arrested on Wednesday. The other members
of the group are still being hunted by Malaysian authorities. Hawkins, aged 24, and the other detainees
face obscenity charges which carry a possible sentence of three months in prison. A local elder in
Sabah has also called for them to be fined 10 head of buffalo, to be sacrificed to appease the mountain
spirits. Climbing activities on Mount Kinabalu have been suspended for three weeks following the
earthquake.

1. What was the issue?

2. If you are the tourist guide assigned to the group what could have you done?

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Unit Activity:
Prepare a commentary to your guests highlighting the Pillars of Sustainability:
▪ Example: A Tour of Sagada, Mt. Province
▪ Economic: What is the impact of your tour to the local economy of the community? How
could they probably contribute to the local economy?
▪ Socio-cultural: How important is responsible behavior for the visitors? Describe the do’s and
dont’s on tour.
▪ Environment: How can the tour and the tourists contribute to the protection of the
environment.

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Rubrics for the Guide Question(s) and Activity

Focus: The single controlling point made with an awareness of task 10

about a specific topic.

Content: The presence of ideas developed through facts, examples, 20

anecdotes, details, opinions, statistics, reasons, and/or
explanations.

Organization: The order developed and sustained within and across 10

paragraphs using transitional devices including introduction
and conclusion

Style: The choice, use and arrangement of words and sentence 6

structures that create tone and voice.

Conventions: Grammar, mechanics, spelling, usage, and sentence 2

formation.

Citations: Sources are well cited and the most recent (atleast 5yrs) 2

Total 50

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 REFERENCES

References:

Ap, J., & Wong, K. K. (2001). Case study on tour guiding: Professionalism, issues and
problems. Tourism management, 22(5), 551-563.

British tourist arrested for naked stunt on mountain.

https://www.travelmole.com/news_feature.php?news_id=2017085&c=setreg

Cruz (2008) Principles and Ethics of Tour Guiding, Updated Edition, Rex Bookstore

Mancini (2001) Conducting Tours, 3rd Edition, Delmar Publishing

Poudel, S., & Nyaupane, G. P. (2013). The role of interpretative tour guiding in sustainable
destination management: A comparison between guided and nonguided tourists. Journal of
Travel Research, 52(5), 659-672.

Tsaur, S. H., & Teng, H. Y. (2017). Exploring tour guiding styles: The perspective of tour leader
roles. Tourism Management, 59, 438-448.

Wagner, Androus (2012) Reference Book for Professional Tourist Guides, WFTGA

Weiler, B., & Black, R. (2015). Tour guiding research: Insights, issues and implications (Vol. 62).
Channel View Publications.

Websites:

www.wftga.org

www.dot.gov.ph

www.visitmyphilippines.com

www.tesda.gov.ph

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