CU B.SC TTM Tour Guiding and interpretation skills

On the basis of the characteristic elements defining the nature of the tourist product, one distinguishes many categories of products (Kaczmarek, Stasiak, Włodarczyk, 2005, p. 74). A tourist service product – is a single tourist service e.g. offering gastronomic, hotel, transport or tourist guide services. Services such as e.g. tourist information and advice as well as mediation are of great significance, particularly at the stage of trip preparation. Tourist product – event consists of a set of at least two services or offers of material products (goods) which are offered by tourist organizers in the form of a uniform programme available at the same price. Examples of these types of products may be: excursions, holiday stays, weekend trips, rallies etc. One may divide them into long-stay holidays, tours, local and foreign holidays, own and commissioned as well as facultative trips. An event type of tourist product is the most popular category of tourist products available on the market. Tourist product – place (region, place, national park etc.) is a specific type of tourist product which is determined geographically. By this name, we refer to an internally complex set of elements which is singled out due to its concrete localization in space which is characterized by certain tourist values. At this point, it is worth emphasizing that by selling the purchaser a definite place (for resting, sightseeing, practising one’s hobby etc.), we offer him not only natural and anthropogenic values, but also services offered by various businesses operating within the existing tourist network, historical and cultural heritage, hospitality and friendliness of the local inhabitants and even the image of the area (universally functioning stereotypes concerning the place) or generally the events which are expected to occur in the future, during the tourist’s stay in the place. Tourist product – venue is a specific kind of tourist product – a place. It is characterized by the existence of a leading service and additionally a few accompanying services focused on a single place (venue) which has a point character; it may be a museum, a monument, sports and entertainment arena, recreational centre, hotel, cave, monument of nature (e.g. castle in Malbork, Hercules’ Mace, Amphitheatre on the Mount of St. Ann). Tourist product – trail is yet another, specific example of a tourist product – place. It consists of several places or venues associated with a certain capstone concept, usually joined to one another by means of a sign-posted pedestrian, water or motor trail etc. (e.g. The Eagles Nests Trail, The Wooden Architecture Trail). Tourist product – event is characterized by a considerable thematic and organizational uniformity as well as a concrete place in time and space. What is an additional feature of this product is its extraordinariness, exceptional and cyclical character. The tourist product – event may exist separately, but it may also be a constituent part 51

of another tourist product (e.g. the Dominican Fair in Gdańsk, the Lemko “Watra” /Bonfire/ in Zdynia). The place of tourist guide and tour leader services in the tourist product Within the structure of the tourist product, the work of tourist guides and tour leaders is treated as a separate product – service, or else it forms a constituent element of the real product which enables one to satisfy the main need associated with the core of the product (resting, sightseeing, pleasure). One may also distinguish products in which there occurs the tourist guide or tour leader service. A classic example of such a product is the event created by the tourism organizer (excursions, resort holidays, rallies, raft-rides). Tourist guides and tour leaders constitute a value which is added to the tourist product. The satisfaction of tourists, the benefits associated with the trip are determined not only by the quality of the basic elements of the product such as transport, accommodation, meals and attractions, but also by the efficient realization of the programme and a suitable transfer of information, as well as by assuring safety to the tourists. It is the responsible work of tourist guides and tour leaders that stands behind it. Thus the quality of the entire tourist event depends on the knowledge, experience, organizational abilities and creativity of the tourist guides and tour leaders. The majority of tourism organizers appreciate the role of tourist guides and tour leaders for the products created by them and they entrust these tasks to people who are adequately prepared and experienced to undertake them. It is worth drawing attention to the process of shaping new roles in these professions. Recent decades have brought about a considerable decentralization in Poland; consequently regions and cities have a chance to decide about their own development. The above phenomenon also relates to the sphere of tourism. New strategies of tourism development are being created and implemented by the local authorities and non-government organizations; activities aiming at the creation of new organizational structures and above at creating new, regional tourist products are being undertaken. Besides the traditional roles associated with dissemination of knowledge, education and being in charge of groups of tourists, there appear new roles such as that of a tourist activist and tourist expert (Kaczmarczyk, 2013). In the former role, tourist guides should be promoters of tourist guiding as a profession, and at the same time as “a way of life”. Due to their knowledge and competence, tourist guides are members of tourist organizations which create 52

a tourist policy in a city (region or country) and they actively participate in projects promoting places or tourist attractions. Ordinary traditional city tours with a tourist guide, organized e.g. on the occasion of a city fair will be only an addition to the activity of tourist guide organizations deciding about the directions of tourism development in their region. The role of a tourist guide as a tourist expert should reveal itself, among others in active participation in activities aiming at the creation of new tourist products and promoting the existing ones (e.g. advertising campaigns, systems of tourist information), participation in tourist projects through expressing opinions about new solutions promoting tourism in a city (region, country) or participation in study tours for organizers of tourism, tourist agents or journalists Table 4.1 Tour Guides Responsibility The roles and tasks of a tourist 1. Guide as a source of knowledge relating to sightseeing Providing up-to-date, bona fide information based on facts, Knowledge of topography and a good orientation in the terrain Supplementary self-education and up-dating one’s knowledge Participation in specialist trade conferences 2. Guide as an educator – tutor Giving information on the cultural patterns and ways of practising tourism Selection of suitable methods adjusted to a given group in order to exert an impact on tourists Shaping the attitude of respect for nature and cultural heritage among tourists Paying attention to tourists’ safety 3. Guide as a representative of a city, region, country Creating an attractive image of one’s region Promotion of one’s region (local patriotism) 4. Guide as a “tourist information centre” Knowledge of the transport system, prices of tickets, Knowledge of the accommodation 53

and gastronomy base Knowledge of the opening hours of cinemas, museums art galleries and ticket prices, Ability to take advantage of various types of tourist information sources. 5. Tourist guide as a group leader Cooperation with the local rep, tour guide, group leader or representative of tourist agency, Selection of itinerary and way of realization of the programme, Reacting to current needs reported by the tourists. 6. Tourist guide as a tourist activist Promotion of tourist guidance as a profession and a “way of life”, Membership in tourist organizations creating tourist policy in a given city (region, country), Active participation in projects promoting places or attractions (e.g. The “Industriada” Trail of Monuments of Technology, Tourist Guides for Children) organized by other institutions. 7. Guide as a tourist expert Active participation in activities aimed at creating new tourist products and promoting the existing ones (e.g. advertising campaign “Świętokrzyskie Province Casts a Spell”), Participation in projects, commenting on new solutions influencing tourism in a city (region, country). Support of study tours and study press events. Source: Kaczmarczyk, 2013, supplemented by the author. Fig 4.2 Model of factors creating the good brand of a tourist guide Tourist guides are well-suited to fulfil both the “old” and the “new” roles, primarily thanks to the high level of knowledge, continuous training and experience which they constantly acquire in their day to day dealings with tourists. All of this contributes to the fact that tourist guides have earned a high reputation for their professionalism. Fig 4.2 above demonstrates the model of factors which contribute to creating a good brand of tourist guide. The brand of a tourist guide and of the entire trade known as tourist guidance is built by such factors as: 54

acquired knowledge, personal as well as professional experience, self-education or else organized training, form of tourist guide narration and one’s own or else organized tourist activity. It is particularly worth drawing attention to the last factor which belongs to the so called “new” roles of tourist guidance. For it is thanks to tourist activities, particularly the organized ones, that guidance may emerge as a credible partner for numerous undertakings realized not only by tourist guidance circles. As an example one may quote here the activity of the Western-Masurian Association of Tourist Guides and Tour Leaders which having signed a contract with the carrier, introduced a tour guide service as an obligatory element of the cruise packet along the Ostróda-Elbląg Canal. The tour guide’s commentary during the cruise raises the quality of this extraordinary event and besides the relaxation and thrill of the cruise, makes it possible for the tourists to acquire a solid knowledge about the region. Similar activities are undertaken by the Board of Directors of the Battle of Grunwald Museum in Stębark. The above examples show how big a role is to be played by the local tourist guide circles which may successfully influence the shape of the tourist service formula of the existing or newly created tourist products (attractions). One may give many more examples of tourist products (attractions) where tourist guidance may be classified as a fundamental service or else, where it constitutes an almost mandatory element of sightseeing. Among others, it is also a consequence of certain legal provisions, such as for instance Mining Law (e.g. visiting the mines in Wieliczka or Zabrze) or a Regulation issued by the Director of a National Park or Museum. The factors determining the occurrence of the tourist guide service within the structure of a tourist product are presented on figure 3. Figure 3. Model of factors determining the occurrence of tourist guide services within the structure of the tourist product (tourist attraction) Source: Kaczmarczyk 2013, supplemented by the author Conclusions The services of tourist guides and tour leaders are an important element of a tourist product. They constitute independent products – services in themselves, or else are a value which is added value to the complex regional tourist products. Involving tourist personnel (tourist guides and tour leaders) in the process of creating tourist products or else in consulting their introduction, creates the possibility (through an increase of the value of the brand of tourist guidance or tour leadership) of preparing solutions in which the element of tourist guidance is a fundamental (mandatory) service. Working out or taking advantage of the already existing good brand of tourist guidance and tour leadership, supported by lobbying may contribute to the creation of new legislation 55

on the local level. The existing legal solutions borrowed from other walks of life (e.g. mining law, the law concerning monument protection) may enable one to transfer them onto the ground of tourist guidance or tour leadership in such a way that the tourist guidance service becomes an obligatory service for a given place, a tourist attraction or regional tourist product. Providing tourist guidance or tour leadership services requires knowledge, skills and qualifications which one may acquire during a course of training and confirm by obtaining a state license following a successful passing of an exam. The above system, defined by an Act on tourist services has been functioning in Poland for the past 13 years. In the past decade, it was subject to systematic improvements whose aim was to raise the quality of the provided services. That is why the new government project concerning the deregulation of the occupation of tourist guide, which is being pushed through in spite of the social harmfulness of such decisions, arouses such amazement and protests of nearly the entire tourist sector. What is expected is a considerable drop in the quality of tourist services, the lowering of the prestige of Polish tourist guides and tour leaders conducting tours in the European Union, the opening up of the job market to foreign service providers and consequently a decrease of demand for the services of tourist guides and tour leaders. Instead of producing new jobs, as the authors of the new bill seem to imply, the so called freeing of the profession is bound to lead to their actual decrease 4.2 DUTIES & RESPONSIBILITIES OF TOURIST GUIDES Historically, tourist guiding is one of the oldest human activities. Guides existed even two and a half millennia ago, but along with the beginning of modern mass tourism they have become an important factor of the travel industry ever since. Today, it is difficult to perceive the organized tourism without the service of guides, both tour managers/tour leaders (who accompany the group during the travel) and tourist guides (who welcome the group at the destination). However, this activity has relatively recently received more attention in academic literature. The interest of researchers coincides with a growing concern about the heritage sustainability. Guides started to be perceived as an effective medium for conveying important environmental messages to visitors and tourists. This naturally caused a more comprehensive analysis of other roles they may play in contemporary tourism and emphasized the need for monitoring guiding standards (Rabotić, 2009b). The role of the tourist guide is complex and diverse, consisting of numerous “sub-roles” (Holloway, 1981). By analyzing the studies 56

published on the subject, Zhang and Chow (2004) have noted down no less than 16 particular roles ascribed to guides, whereas Black and Weiler (2005) have noticed 10. Insisting on the fact that guides are of vital importance both for tourism and tourist experience, Black (in: Pastorelli, 2003) has identified the following roles: information provider, social facilitator, cultural host, motivator of conservation values, interpreter of the natural and cultural environment, people mover. She also mentions “other roles and responsibilities of tourist guides“: teacher or instructor, safety officer, ambassador for one's country, public relations representative or company representative, entertainer, problem solver, confidant and counsellor. Despite being attractive at first, many are of the opinion that the job of a guide is not particularly serious and even not so creative.1 The experience proves that most guides are not in a condition to or do not attempt to adapt their standard tours to clients' characteristics: such guides are very rarely focused on customers, their needs, motivation, wishes, preferences, cultural background, educational level – all being the key factors of individual tourist experiences. Generally, tourists do not belong to a homogenous group of people: even a “typical“ tour group consists of individuals with different expectations, roles and behaviour (Rabotić, 2009a). Generally, guides still “represent a largely underrated, undervalued and underutilized human resource despite the widely acknowledged benefits and significant roles they assume in the tourism system“ (Dioko; Unakul, 2005). Information And Mediation : The origin and evolution of the guide’s role was expounded by Cohen (1985), who was a pioneer of making tourist guiding a matter of scientific attention. In his opinion, the role of professional guides consists of two components: social mediation and cultural brokerage. In the first case, it is all about the mediator's role being in direct contact both with tourists and the local community, whereas in the second, the mediation in comprehending different cultures is in question. Cohen especially emphasizes the significance of interpretation identifying that term with intercultural mediation, explaining it as “translation” of foreign and unknown elements of the host culture into a cultural “idiom” which is close to the guest. Such “translation“ is often necessary, since the majority of tourists spend only a short time at a destination, hardly possess any local knowledge and view their temporary surrounding from a leisure perspective of tourist activity. Therefore, most of them cannot comprehend the local values, beliefs, tradition and everyday life of inbound tourist regions (Ooi, 2002). Various studies confirmed that the majority of guides see themselves mainly as information-givers (Holloway, 1981). Interestingly enough, customers also share the same 57

opinion: in a survey on the principal role of residential guides conducted by this author among 176 American participants of a sightseeing tour, 90% of them selected 1 This is why customers can be pleasantly surprised by the educational level or social background of certain guides, which is in discord with the typical image they create about this profession (Holloway, 1981): “You seem to be very intelligent and well-educated. Why are you a tour guide?” or “Is this your real job?” (Pond, 1993). Creativity in tourist guiding is manifested mainly when the tour concept and program are in the hands of guides. In that respect, they can have significantly less room for maneuvering, as in the case of regular or scheduled tours whose program and itinerary are defined by a company or when upon the employer's request they must abide by the “script“, as noticed by Macdonald (2006) in the case of “History for All“ tours in Nuremberg). “information giver and educator“, whereas other options such as “cultural broker and mediator“, “leader and organizer“, “escort and caretaker“ and “ambassador, PR and destination 'protector'” had 2.4% each (some tourists have chosen more than one answer). Not so rarely, guides make use of information capacity to prove their “expertise“. It was Mark Twain formerly who noticed that guides feel a strong urge to impress their audience by “revelations“, which is depicted in the famous writer's travel notes.2 This is probably why (and not so infrequently) they even resort to fabricated tales, narrating unverified stories, the practice dating back from the ancient times.3 There are educated individuals in this profession who possess impressive knowledge on various subjects, but there are also instances when “providing information” assumes a form of monotonous enumeration of facts and figures (Rabotić, 2009). Cohen and several other authors (like Nettekoven, 1979) argue that the communicative component is of crucial importance for the role, either from the perspective of destinations or visitors. According to Cohen, this function of guides in international transcultural tourism is oriented at interpretation. The interpretive role he sees as a form of intercultural mediation, as “translating“ unknown and unusual issues in the destination culture into a “language“ or “cultural idiom“ familiar to customers, most frequently by comparing them with familiar domestic patterns which are well understood: guides use interpretation (by reviving a place, phenomenon, event or the work of art in an understandable and compelling way) to “convey” tourists, intellectually speaking, from the sphere of unknown into the sphere of well-known. Depending on the guide's competence, tourists will be able to understand new and unfamiliar phenomena. Nevertheless, tourists nowadays tend to interpret everything they experience in their own way, influenced both by initially formed ideas and expectations or upon regarding the concrete tour beneficial to themselves (Ooi, 2002). The task of guides is to help visitors in locating, perceiving and understanding different features of a destination. No 58

one else is in such a position in terms of tourists and possibilities of influence. This is why Pond (1993) sees the guide as a medium which allows, enables and encourages matters to develop: “In practice, it demands the greatest level of maturity and courage, for it requires that guides subordinate themselves to the traveler and the experience.” Holloway argues that “[o]n the whole, passengers do not have high initial expectations of their guides. They expect them to be reasonably knowledgeable, capable of organizing a successful program and caring for their needs, and able to hold their attention by presenting their information in an interesting way“ (Holloway, 1981). Similarly, Weiler 2 Mark Twain, The Innocents Abroad, 1980. www.literaturepage.com/read/twain-innocents-abroad-206.html Lucian, mobbed with guides in Rhodes, became convinced that they invented their sensational “facts“ entirely for a gullible audience: “Abolish lies from Greece and the guides there would all die of starvation, since no tourist wants to hear the truth – even for free“ (Perrottet, 2002). Well-informed contemporaries were convinced in fabrication of the given information, as in the case of travel writer Pausanias upon his visit to the city of Argos: “The guides at Argos know very well that not all the stories they tell are true, but they tell them anyway“ (Casson, 1994). Perrottet (2002) probably rightly claims that some of the flaws of ancient guides have persisted up to this very day: “Today's mystagogi [ancient term for the guide], who sprint around Greek sites waving spurious credentials and scribbled testimonials from 'contented' clients, have hardly updated their methods.“ and Ham (2002) think that tourists generally do not expect much from the guided tour and guides, but only to spend several hours or days with minimum discomfort, some information and entertainment. Claiming that tourists do not have high expectations could be accepted in the case of microtours, such as city sightseeing, usually conducted routinely. Thus, tourists do not expect significantly different approach in conducting tours on the basis of their previous experience. Guided tours in a standardized and ritualized way are usually offered by certain institutions and industrial facilities, confirmed by Jack and Phipps's (2005) experience upon visiting a whiskey distillery in Scotland. Tourist Guides As Mediators : Tourism is the activity with the participation of different mediation types. Furthermore, it could hardly function without mediators assuming that role in all its sectors. Although mediators operate on economic principles, some of them also create non-economic functions or effects. Ooi (2002) claims that mediation has a central position in creating tourist experiences. Postmodern tourists and especially group travellers are not ready 59

to invest greater intellectual and physical effort into their experience while travelling. As a result, the visited destination for them may remain a patchwork of fleeting images and signs appearing and disappearing in front of their very eyes. It is the guide who helps tourists to “move forward“ by selecting and interpreting cultural peculiarities (otherwise ignored or misunderstood) since as a “symbol specialist“ he or she offers explanations of “hardly available“ signs. Furthermore, certain authors such as Weiler and Ham (2002), see guides as “providers of tourism experiences“. Tourist guides show and interpret local cultural heritage, living culture and cultural identity of a destination and therefore represent cultural mediators, of whom a customer expects to show sensibility towards their own culture as well as the guest’s. It is part of the ”ambassador’s responsibility” (Yu et al., 2001) of contemporary guides. In that sense, those who are ”bicultural” are more successful and competent than ”monocultural”, owing to their personal experience which is a result of direct participation in two different cultures, such as education or longer period of time spent abroad (Wu; Haywood, 2001). Jennings and Weiler (2006) distinguish formal and informal mediators, which can affect the quality of tourist experience individually or cumulatively, emphasizing that the cultural mediation does not necessarily result in a ”high-quality“ experience: the mediator's contribution does not have to be always a positive one, but is sometimes negative or neutral. This is partly a result of the fact that “sense-making“ of tourism experience depends mainly on a tourist as an individual, and less upon a mediator. These authors also state: ”Having noted that tour[ist] guides and other formal brokers are ‘expected’ to mediate the tourist’s experience, it is important to comment here that the nature of this mediation is seldom monitored or assessed by tourism industry employers, let alone by other stakeholders” (Ibid.). Also, according to Dahles (2002) the guides are “of crucial importance in cultural tourism, as theirs is the task of selecting, glossing, and interpreting sights“. Nevertheless, the author is against an idealized image of guides and harmonious mediation model implying that all parties involved are satisfied. She believes that the mediation process in practice “is not as innocent and unproblematic as this perspective implies.” Dahles (2001) is of the opinion, both from the political and economic point of view, that another two perspectives should be added to the mediating role of guides she has named “entrepreneurial mode and the manipulative mode“. The first one is focused on guides as small entrepreneurs or individuals which as mediators act autonomously, taking a risk and then making a profit in terms of money and contacts. The other perspective points to the correlation of forces within which these small entrepreneurs have to operate: guides in non-democratic regimes could become pawns a state uses as the means to spread a controlled image of a destination. Undoubtedly, certain forms of manipulation can be 60

noticed in the work of tourism mediators (personnel of airlines, hotels, travel agencies), of whom Nettekoven (1979) says: “The profit motive is thus the key to understanding the potentials and limits of their ability to serve as cultural intermediaries.“ Since it is customary for guides to receive tips from tourists, their behaviour may be conditioned by financial interest and therefore deformed: certain individuals perceive tourists more or less as objects and means for making their earnings as high as possible. Most authors who paid their attention to this topic are agreed that guides act as mediators who give tourists the access to attractions, information and knowledge (gatekeepers), as well as motivate, manage and supervise host-guest interactions. Yu et al. (2004) have summed up various stances on mediator's role of tourist guiding published in academic literature. Mediating access to attractions Tourist guides provide access to attractions which can be visited only within an organized group, i.e. the guided tour (non-public places). Customers perceive mediation as useful when they expect difficulties in locating specific attractions (the lack of signalization, attraction dislocation, undeveloped infrastructure etc.), and also so as to avoid queuing upon entering tourist sites (when group visits have priority over independent visitors). Visiting a sight with regular activities, such as industrial facilities or institutions, is frequently limited in terms of the total number of visitors, time and duration of stay or access to certain spots: “[g]uided tours assure that tourists will be channeled into the right place at the right time, while under the control of someone 'responsible' (usually the site's own personnel)“ (Schmidt, 1979). Hiring a guide is sometimes obligatory for the benefit of visitors themselves (their safety), as in the case of game parks, even if they decline such mediation. In contemporary tourism, attractions and localities must be equipped for tourist reception, whereas planning and organizing are of crucial importance for managing mass visitation. Site visit procedure is sometimes a complicated process, affecting the duration of stopping times, activities, experience and visitor satisfaction. In case of crowded sites and congestions, it is the guide's skillfulness and experience that often influence the way a group will experience the visit. The guide must adapt itinerary on the spot as well as the length of stay at some points, time for breaks or shopping for souvenirs and the like. Mediating information Mediating information is a form of cognitive brokerage. It is a service aimed at making it easier for tourists to comprehend the destination they are staying at. Guides provide different kinds of information on attractions and the basic form of this mediation is narration about a concrete topic or subject. The selection of information and a commentary respecting the guests' culture encourage customers to comprehend various aspects of the destination in an appropriate way. As a source of information on the attraction, guides are responsible for making it (attraction) really possible. Namely, according to Leiper’s definition (1990), a tourist 61

attraction is a system emerging when three elements are interconnected (tourist, nucleus or central element and marker or information element). The author claims that one of these markers is necessary at least before linking three components and forming an empirical entity, the attraction system. Leiper named markers outside the destination region as detached and divided them into generating and transit, depending on whether the information is obtained before or during travelling. Even though the visited place can make a tourist disappointed, the relation between places and information about them creates attraction and “draws” visitors. The Leiper’s stance is more important than it seems at first sight. In some respect, he indicates that attractions whose attributes are not special or remarkable can also be evaluated in tourism if followed by information, narration, stories related to them. In that sense, the guide as an element in the tourist attraction system (representing one of the contiguous markers) is an important medium for informing tourists on visited sights and especially for interpreting certain, both physically and mentally, not so easily accessible places or their “hidden” attributes. Leiper himself points out that sightseeing tourists are exclusively interested in certain phenomena due to markers and not because of anything particularly exceptional in the attraction itself.4 According to Moscardo (2003), guides primarily provide information on available possibilities and alternatives in terms of in situ activities followed by data encouraging the sense of security and comfort, facilitating more efficient dealing with possible difficulties during the stay, as well as better understanding of local warnings or 4 Using Leiper's terminology, Bras (2000) has concluded that during a single tour, guides may provide information on specific nucleus on more than one occasion. Their narration en route represents a \"transit marker\", whereas at the visited site, information consists of \"neighbouring markers\": it is related to close surroundings. The guide takes tourists around a site, specifies the name of a facility or site, interprets events associated with it and, according to the MacCannel's process of sacralization, figuratively speaking, puts a frame around objects and places or opens them up for visitation and labels and reproduces them. The guide makes up an interpretative framework, which helps tourists to share feelings with the guide being aware of the importance of the site. Bras points out that in the attraction system analyses, the role of mediators or cultural brokers has been neglected and believes that \"[m]ore detailed information on tourist guides' positions between the three components – sight, marker and tourist will serve to explain how markers are used, manipulated, adjusted or (re)invented\". prohibition signs. Visitors frequently do not notice warning signage or might even misinterpret them. In organized tourism, guides bring tourists' attention to such messages, explain their purpose, help customers to understand these warnings and accept them with approval. Mediating social interactions Since they speak 62

the language of customers, guides also appear as relationship catalysts between visitors and local residents, enabling communication, comprehension and actions among people who speak different languages and belong to different cultures. Upon these contacts, it is often necessary to have someone's mediation along the way, especially if visitors do not speak foreign languages. Guides appear as brokers who can give tourists an opportunity to establish interactions with people living at a particular destination as well as take it away. Communication and participation in various activities including music, dance, tasting local dishes, listening to local tales or watching shows performed by local inhabitants bring visitors not only in a direct contact with the employees in the tourism sector, but with the local community members, too. It was Nettekoven (1979) who emphasized guides' dominant role in intercultural encounters. They are, especially, at the beginning of tourists' stay at a destination, the most important source of information on local conditions. Potentially, guides can motivate tourists to establish a contact with residents, thus creating possibilities of cultural exchange, even though it is a difficult task they have not been adequately prepared and trained for. As opposed to that, Holloway points out that the guide's “representative“ role in managing a tour group as well as his interpretation of attractions decrease chances for contacts with the local population since guides function as a “buffer” between a group and outside influence or experience. The guide directs tourists where to go, what to see and above all, how to interpret things they have seen. Focusing the group's attention is thus achieved towards inside, the guide, rather than outside, towards the site (Holloway, 1981). One of the reasons for peculiar “isolation“ of tourists from the local setting, Schmidt (1979) finds in the very nature of guides' commentaries: explanations sometimes given to tourists can differentiate substantially from those offered by local community members. Naturally, the aspect of guide's mediation is also important when it comes to interactions within a tour group, whose members (despite their belonging to the same nation or culture) usually do not know each other. Many authors, such as Cohen (1985), state that the guide initiates spending time together and socializing in a heterogeneous group; it is the guide who is by far responsible for the accomplished degree of integration among the group members. This activity becomes particularly significant on multiday bus tours when participants spend most of their time socializing together and participating in various activities. Apart from the usual content, such as sightseeing and visiting attractions, itineraries also frequently include other forms of animation during a trip, either at the particular destination or on the bus ride. The success of a guide in this respect, depends mainly upon the guide's experience, but also on his or her personal characteristics. Concern for the group and the guide's interaction with its members, customers themselves see as one of the 63

main functions of tourist guiding. Quiroga (1990) is even of the opinion that managing group dynamics is a guarantee for achieving some degree of satisfaction of the tour participants. She points out that this fact should be particularly taken into account by tour operators and travel agencies, when due to economizing they replace professional guides with their employees or send groups without a guide, thus showing that they neither appreciate the job of tourist guiding nor take into consideration the needs of customers. 4. THE GUIDED TOUR EXPERIENCE In tourism, the aim of travelling for each participant is the realization of wanted and expected experience. Thus, travelling is a means, an “event“, attractive as such, since as opposed to daily life, it offers a new, extraordinary, different, and therefore “exciting“ situation. On the other hand, the experience is an inward state of an individual, triggered by phenomena a person met, endured and experienced. Tourism experience is such a state, caused during travelling, especially during sightseeing or vacation. The main social and psychological problem in researching tourism experience is its diverse quality as well as attitude towards everyday life (Cohen, in: Jafari, 2000). Another dilemma is whether tourist experience only provokes a sum of positive and negative emotions in a tourist caused by certain events during travelling or a new satisfaction quality, i.e. feeling which regenerates individuals both physically and mentally. In any case, tourist experience is individual and personal, which is why (as in the case of tourists) it is impossible to be described in general. Mossberg (2007:63) quotes authors Quan and Wang who pointed out two approaches in researching tourist experience: one in humanities and another in the fields of marketing and management. In the first case, tourist experience is seen as a contrast in relation to daily experience or, instead, as their absolute opposite (peak experience), whereas experience caused by extending daily life on the account of travelling for pleasure (accommodation, meals, transportation) is mostly ignored. A different approach is offered by references in marketing and management, where tourists are seen as consumers involved in various commercial transactions (all service types), regardless of having top-quality experience: here, the focus is on supporting consumer experience which can be explored through tourist reception on quality service before, during and after travelling. The quoted authors are of the opinion that both dimensions (top-quality tourist experience and occasional tourist experience) make an organic whole, even though they are conceptually different. Both types of experience affect one another, thus creating the entire quality of tourism experience. If it is true that individual tourism experiences “are constructed as a result of interaction between tourists, host communities and residents, tourism providers, government bodies, and environmental settings” (Jennings, 2006:14), where each of all the elements has its cultural and temporal context, then achieving positive tourism experience at a destination is 64

facilitated owing to the mediator’s role of tourist guiding. Furthermore, the authors such as Weiler and Ham (2002:54), see tourist guides as “providers of tourist experiences.” Tourist guiding operates in the form of a tour, chosen by participants themselves: its informal character enables efficient dissemination of information and knowledge so as to contribute to achieving a safe and quality tourist experience. Guides have influence upon the quality of integral tourism product, as well as products of tour operators and travel agencies offering guided tours (Mossberg, 1995). of tourist guiding The tourist experience offered by a guided tour includes a guide, participants (tourists) and environment (setting) and it may occur when all three actions interact in the same point of time and space, simultaneously sharing the identical focus, i.e. the same travelling during certain period of time. It is an occasion to establish various relationships between audience and setting, the guide and audience, the guide and setting and all three parties, respectively. “Guides should manage these relationships with the aim of ensuring a positive experience for the visitor, a sustainable experience for the environment and a rewarding experience for themselves“ (Pastorelli, 2003:3). There are individuals on a guided tour who are not in a position to travel independently for some reason, and if they could, they would gladly avoid the limitations of mass tourism. They do not feel comfortable about being in a tour group and following a standard program (despite having chosen it), and impatiently wait for “time at leisure”, when they can try to satisfy their “adventurous” fantasies. Led by instincts, with information obtained before setting out on a journey and advice given by a person who is outside the tourism industry (an acquaintance, friendship by sight), these people will use the leisure time to experience what they really want (Rabotić, 2009a). These “antitourists“ or participants who see themselves as travellers and not as “typical tourists“, mainly do not have confidence in their guide, believing that he or she is not going to encourage them to go beyond the central tourist area (destination's frontstage), since “economic factor determines the interests and behavior patterns of indigenous and foreign tour guides alike“ (Nettekoven, 1979). If satisfied with the guide, clients usually say: “he or she is knowledgeable... told us everything... is extremely fluent... kind, humorous, charming...” They primarily pay attention to the manner of the guide's commentaries, his or her appearance and behaviour, i.e. to the guide as a personality. Seldom do tourists notice other important skills (navigation, positioning of a group, situation control, logistics). Two aspects of guiding are particularly influential on the tour experience: presentation (commentary) and managing group dynamics. The quality of commentary should be a combination of informative and entertainment contents, adapted to the clients’ interests and presented enthusiastically, encouraging guide – tourist interaction, as well as the interaction within a tourist group. 65

Empirical research (for example: McDonnell, 2001, or Rabotić, 2009a) shows that participants of the guided tour are interested in the daily life of a destination as well as the tradition of local community, apart from its history and separate attractions. If staying is brief and a local tour the only link with the destination (as in the case of cruises), it is natural for the participants to express the need for diverse content of guide’s commentaries. Responsibility for the group and relationship among its members, tourists also see as an important function of a tourist guide. Successful management of group dynamics represents the guarantee for achieving certain degree of satisfaction among the tour participants (Quiroga, 1990). 5. CONCLUSION It seems that in estimating what makes a “good“ guide there is nothing controversial, still employers, clients and guides themselves can have different perceptions on significance and priorities of particular qualities. Pond (1993) remarks that it is extremely important for guides to possess several specific characteristics; others are skills that should be acquired and demonstrated in practice. Some of these are so vague and fluid that it is not easy to define them, let alone measure them. The nature of contact with clients, and above all a high level of interaction it entails, influence customer perceptions on guides' personal characteristics and their interpretation as an integral part of the service quality. It is questionable whether tourist guides are, despite being given a license by local authorities, ready to assume their complex and multifaceted role. The form of their training in many countries is mostly based on revising secondary school knowledge on geography, history, cultural heritage of certain regions etc., usually neglecting presentation and communication skills, group dynamics management or anything else which also makes ”the art of guiding”5 : group dynamics, navigation, assessing group’s abilities, pointing out precisely, timing commentary, storytelling, voice projection (audibility), non-verbal presentation and the like. Cherem (cited in: Christie; Mason, 2003:5) stresses the importance of the skills of delivery over actual knowledge in guiding and he claims all guides are interpreters first, and subject specialists second. This is why adopting the new European standard in 2008 with the EU member states (EN 15565) represents a major step in this respect, presenting the mode of professional training for tourist guides and qualifications of those providing it. Tour Guide Responsibilities:  Greeting and welcoming customers to the tour.  Informing customers about the itinerary for each tour. 66

 Planning itineraries in accordance with weather forecasts and the length of each tour.  Scheduling visits and purchasing tickets to museums, galleries, protected parks, and other attractions ahead of time, if required.  Planning alternate activities in the event that cancellations, closures, or weather prohibit you from attending scheduled events.  Gathering and maintaining the requisite equipment for each tour.  Familiarizing yourself with the layout and history of the region or establishment in which you will be working.  Familiarizing customers with each region or establishment.  Encouraging guests to apply sunscreen regularly and to remain hydrated, if applicable.  Directing customers to other, non-competing services that might be of interest to them. What images do we have in our minds when travelling to foreign countries? Do we expect a paradise, as travel catalogues or promotional films suggest? Or are we influenced by the media coverage often focused on conflicts – which blows up national grievances or disasters? Which of these holds? “In between those extremes are the country’s people and their daily lives“, says Dietmar Quist, board member of the Institute for Tourism and Development (Studienkreis für Tourismus und Entwicklung e.V.). “It is the task of tour guides to apply appropriate methods to create a more differentiated view. This is more important than all the touristic attractions, which also have their own value“. A team of social and cultural scientists develops training concepts and conducts the ”Intercultural Tour Guide Qualifications“ on behalf of Studienkreis. These training seminars for tour guides with job experience have a long tradition. For more than two decades they have been offered and have since been conducted in more than 20 countries, mainly in developing countries and emerging economies. Studienkreis cooperates with tour operators, travel agencies, public institutions, or tour guide associations who have local guides trained in their countries to acquire additional qualifications. The training programmes are supported by the German Federal Ministry for Economic Cooperation and Development (BMZ). There are three levels, with each level encompassing six days of training. Successful completion leads to the respective certificates. The declared objective is to facilitate intercultural, understanding, and 67

sustainable experiences for guests by offering advanced training for local guides in the destinations. For tour guiding means more than merely imparting information, explains Dietmar Quist. Guests want to know more than just facts about tourist sites. How do people in the destinations live, how do they manage their daily lives? This is also confirmed by research on tour guiding conducted by Studienkreis: 84 percent of the German tourists interviewed would like to receive objective and credible information on the host country and its population; 72 percent want realities of the host country to be imparted in a sensitive manner. According to Quist it is also vital for tour guides to develop an intuition for their guests’ personal and cultural backgrounds. What are their expectations or fears upon arrival? And how to address these? With intuition and empathy – and this is exactly where the trainings of the Basics Seminar (level 1) start from. For intercultural understanding to be successful, tour guides need to train especially their emotional as well as social skills and their cognitive and communicative abilities and need to learn advanced techniques of intercultural tour guiding. At the beginning of a seminar, the first step is for the tour guides to determine their own position, explains Dietmar Quist. In specific exercises for self-awareness and in the following group discussions, participants understand that they themselves are the ones who can – through their own personality – generate meaningful travel experiences. They learn that their most important role is that of a facilitator – and that in this role they address the tourists’ need of bridging the gap between the often diverging perspectives regarding the host country. Tour guides become bridge-builders, linking the touristic side and local realities. The concept of intercultural learning includes above all encounters between guests and local people. “We encourage tour guides not to do all the talking themselves during their guided tours, but to find partners who will be talking about their daily lives“. Tourists may then pose questions of their own. “This is a piece of real communication, a lively, high quality experience“. Finally, the methods and techniques taught in the seminars are being practiced in the field – in role plays and on excursions. During a guided tour or walkabout, each participant presents selected topics. The presentations are recorded on video and later analysed. Methodology, voice, language, gestures, facial expressions – what was good, where is scope for 68

improvement? “It is valuable feedback that many tour guides never got in this form“. Having worked in the sector for years, many participants are surprised to see how much there is still to learn in the trainings. They are delighted with the specific methods and exercises that help them to apply their skills in different and better ways than before. From his many years of experience as a trainer, Dietmar Quist knows where there may still be obstacles – for example in dealing with sensitive political or religious issues in one’s own country. Addressing them does not only require tact, but also good preparation. The Advanced Seminar (level 2) therefore focuses on successful reasoning. In addition to an intensive training it offers destination-specific technical guidance, providing talking points on specific key topics such as society and culture, globalisation and development, religion and identity. “It is about expanding existing knowledge by adding global context and about being able to counter ignorance or spurious reasoning in a sovereign manner“. Eventually, customers such as tour operators or travel agents will also benefit from these trainings. “After a training we often get as feedback that the rate of customer complaints had decreased significantly”, says Dietmar Quist. Tour guides certified by Studienkreis are not just better at imparting background knowledge, but are also more motivated, are better team players, and are able to handle challenging situations. This has a positive effect on the quality of guest services and eventually on the reputation and positioning of a tourism enterprise. In order to also address the important topic of sustainable tourism development, an additional Sustainability Tour Guide Seminar (level 3) was introduced last year along the lines of community-based tourism: How can the local population benefit from such tourism and be part of organising it? The new seminar module was already conducted twice, in 2018 in Peru and in 2019 in Bolivia, customised to focus on topics related to the respective destinations. What is special about these seminars is a close cooperation between travel managers and tour guides who jointly develop scenarios for sustainable tourist circuits. “We combine the planning and marketing options of tourism enterprises with the knowledge of tour guides, so as to make use of synergies”, explains Dietmar Quist. Tour guides have the best knowledge of potentials and challenges in a region and are in touch with the people. When developing a sustainable tour, social and ecological standards are not the only ones that matter, but so do the needs of the local population. “Everybody should participate in tourism in their own ways. Otherwise, peace 69

in a village may easily be jeopardised“. It is also crucial to ensure transparency regarding the history and the benefits of projects and to tell the stories behind these projects. “Guests would like to know about the positive effects their visit will have“. Reactions of participants to the newly devised Sustainability Tour Guide Seminar have been very positive. For example Marco Birchler‘s, director of \"Casa de Turismo\" in Sucre, Bolivia: “I have benefited especially from the instructors’ vast experience and from the many new approaches and ideas for the development of attractive tourism products“. He praises the illustrative examples presented from around the world and the distinctly practical approach. He was particularly motivated by realising that there are many possible ways of conceptualising touristic products and services in the light of an intercultural and sustainable approach – irrespective of the circumstances in a given destination. Another participant whose expectations were exceeded is Lea Quiroga. For many years she worked as a tour guide. Now she is a travel manager conceptualising tailor-made tours in Bolivia and neighbouring Peru and Argentina. The question of how to organise these tours in a socially responsible and eco- friendly manner has become her most important challenge – along with the realisation that she herself can embark on new paths. Lea Quiroga, who already participated in all the three seminars organised by Studienkreis, says that each time she did so she developed new perspectives regarding her own role. “My role entails far more facets and responsibility than I originally thought, and it touches so many aspects“. 4.3 QUALITIES& ATTRIBUTES OF AN IDEAL TOUR GUIDE 1. One of the key factors for a high quality tour is having the right tour guide. A good tour guide must provide accurate information about the attractions, make sure the tourists see as much as possible and have a good time. A tour guide ensures his groups get informed and learn while they travel. He/she does everything it takes to deliver a quality escorted tour. On the other hand, a bad tour guide will not provide enough information so the tourists lack knowledge about the visited place; they get bored because of lack of the guide’s enthusiasm and humor. Their trip becomes exhaustive and boring; they end up needing a rest from the trip itself. 70

If you are planning your tours to Eastern Europe, here are the top seven qualities that make a tour guide an ideal one so you check the reviews of the one you’re planning to hire. This can help you avoid hiring the wrong person and thus avoid having a disastrous trip. Have good communication skills An ideal tour guide communicates effectively. The tourists understand the information and ideas she/he shares. An ideal guide engages tourists by asking them questions and looking for their feedback. Tourists’ point of view matters to a tour guide. Being a good listener helps understand tourists better, their opinions and interests. To engage tourists and keep them interested, an ideal tour guide keeps the storytelling short and simple; it is clear, correct, concrete, concise and complete in order to have tourists memorize the information. If it’s too long, they will probably get bored, their attention will fade and the important information will pass unnoticed. Be passionate To do a job well, one must love doing it and be passionate about it. Being a tour guide is not easy; the amount of passion affects the performance. A tour guide who is passionate about his/her job will not only list information about a visited place; he/she will share ideas and knowledge in a way to entertain his/her audience. The lack of passion in a tourist guide affects the amount of enthusiasm in tourists. Have an outgoing personality A person who loves to spend time alone and doesn’t feel comfortable around people makes a terrible tour guide. Being a tour guide requires a lot of energy; spending time with people, large groups or small groups of them, drains energy easily. One must have plenty of it to make it through the day and make a tour successful. If a tour guide is not an outgoing person, there is a high possibility of a tour ending up as a disaster to the tourists. Have a good sense of humor One of the most important traits of a tour guide is a good sense of humor. Tourists do get tired of walking around, listening to all the facts. History might not be that interesting, sometimes some information about tragic events is shared, so telling a joke when the things get down or tourists get a bit tired will shake them up and get them back on track. They’ll have some fun; it will put them at ease and relax them. 71

Knowledge An ideal tourist guide provides accurate and interesting information about the visited place. Each city or attraction is unique in its own way, and there is always something unusual and interesting for foreigners to learn. Sharing accurate information will enrich tourists’ knowledge and experience. Not knowing answers to their questions disappoints them and gives a bad feeling about their trip. Be empathic Tourists come from various parts of the world. They have different backgrounds, social norms, culture and customs; therefore their expectations and needs are different than the ones a tourist guide is used to. Being empathic is important to make them feel comfortable and enjoy their trip. Respecting the differences and adjusting tours to their needs and wishes is crucial for a successful tour. Not caring about their needs and wishes or being disrespectful creates negative energy and discomfort within a group. Not to mention that the tour guide’s reputation will be negatively impacted. Good organization skills If a tour guide doesn’t know how to organize time, tourists’ expectations will not be met. A disorganized tour guide will have a group of confused and disappointed people who put their trust in him/her to show them as much as possible and make their trip as carefree as possible. An ideal tour guide thoroughly plans everything in advance, sticks to the schedule and pays attention to every detail. He/she is flexible in order to quickly make some changes if necessary to meet the needs of the tourists. He/she communicates with the tourists in a group, listens to their opinion and suggestions in order to ensure a quality time. Not just anyone can be a good tour guide. As both the front line and backbone of the operation, tour guides carry a huge responsibility to make the guest experience memorable, entertaining, informative, and seamless. The job is much more than reading facts off a sheet. So whether you are looking to hire a tour guide or thinking about pursuing this career, there are a few must-have qualities of an effective tour guide you need to know about. Of course, every tour (and guide) is different, but the best of the best tour employees have a particular set of skills that are few and far between. 72

Powerful communicator “Can you hear me at the back?!” Megaphones might be a tour guide’s best friend, but a good tour guide can project and leave that clunky amplification device behind. Communication is one of the most important skills of a tour guide. Guests rely on tour guides to provide direction, share facts and information, and keep them entertained throughout the tour. As such, a tour guide must speak fluently and coherently. Not to mention, be able to command attention despite the inevitable distraction of surrounding sights and sounds. 2. Memory like an elephant Many aspiring actors and comedians take on the role of a tour guide, and it’s not hard to see why. Like the road to stardom, tour guides become masters at memorizing scripts and delivering performances that come across as natural, rather than rehearsed. However, unlike their actor counterparts, who sometimes let fame go to their heads, tour guides should also be good at remembering names and faces. Although tour guides interact with different guests daily, they can quickly transform a tour from average to extraordinary by addressing every guest by name so that they feel valued and not just another tip. Tour guide hack: Learning names on the fly is no doubt a tricky task. With the Daily Manifest, tour guides can memorize names beforehand, making it easier to put names to faces during the round of introductions. 3. Storytelling chops Delivery is everything when it comes to tour guiding. Anyone can regurgitate a script word for word, but an exceptional tour guide can add a little bit of zest, make it their own, and take guests on a journey through storytelling. In fact, tour commentary helps bring life to the subject matter, captivate an audience, and give guests something to remember/pass on to their friends for years to come. If a tour guide can tell a story with animation, expression, and a plot twist — they’re a keeper. 73

4. A good sense of humour No one wants to stand or sit through a dry, boring, humourless history lesson — they zone out, get bored, and, worse, turn to their phone for amusement. Get off your screen, Becky! Be in the moment. On the other hand, making guests laugh out loud is a surefire way to show them a good time and land a super positive review. That said, slapstick comedy doesn’t bode well in a professional tourism environment, and repeating dad-joke after dad-joke might get more eye rolls than laughs (unless it’s a Father’s Day tour). Instead, a funny tour guide is someone who can banter with guests, poke fun at themselves, and share humorous and relatable stories. A charismatic tour guide taking a selfie in a tour boat while it rains. 5. Charismatic and genuine It’s one thing to make guests laugh, and another to laugh with them. A tour guide who is likeable and personable can light up a destination and make every guest feel like the most important person in the group. Out of all the good tour guide qualities, this one is probably the hardest to come by. Many extroverts end up talking too much, and although public speaking is an essential part of the job, real charisma comes out in conversation, when a tour guide has the chance to build rapport with guests — like asking where they’re from and what they do for a living. And a tour guide who shows genuine interest, listens intently, and recalls details later on, can make a far greater impact on the tour experience than the attraction itself. 6. Quick-witted and flexible A tour guide isn’t up on stage, delivering lines to a passive audience. Guaranteed, guests will have random questions and comments at one point or another, and a tour guide must know their stuff while being able to respond with authority and enthusiasm. Also, anything can happen in an hour-long tour (or more). Next to communication skills, adaptability is essential because people are unpredictable. Guest might stray from the group (or uninvited guests might lurk), roll an ankle, have a bathroom emergency, or simply ask for an ice cream break. A tour guide must be ready to handle things as they come. 74

7. Sensitive to guest diversity Tour guides encounter guests from all walks of life, who undoubtedly come with their own cultural expectations, social norms, and special needs. Although we’d like to think the tourism industry accepts everyone and embraces diversity, we still have a long way to go. Since tour guides spend the most time with guests, they have a moral responsibility to:  respect cultural differences, all abilities, and language barriers  tailor their deliveries accordingly  demonstrate a hospitable attitude on behalf of the destination  inspire tourists to leave a positive social impact  and reinforce a tour company’s core values  For reference, here’s a list of do’s and don’ts in tour guiding. 8. In-depth knowledge Even if a tour guide isn’t born and raised somewhere, they should know the place inside and out. As I mentioned earlier, guests will have tour and destination-related questions — like where are the best places to eat, what do locals do for fun, or how much water flows over Niagara Falls? (The answer is 2,832 tonnes of water per second). While it’s tempting to tell guests to google it, a tour guide is far more impressive when they can answer anything thrown their way. After all, guests expect guides to be destination experts, so knowing relevant facts, figures, and tips better than Google is part of the job. 9. A whole lot of passion Most tour guides have a passion for travel. It’s only fitting. They want to live the dream and scratch off as many countries as possible on a world map. And working as a tour guide allows them to do that. But if travel is the only reason they go into guiding, they won’t last long. 75

Being a tour guide is tough. Sure, they get to show off the places they love and meet travelers from all over the world (outside of covid times, of course), but they also have to work long hours, often on their feet all day, in the peak season heat, while dealing with demanding guests. It’s not for the faint of heart. Why be a tour guide then? Because of all the other boxes the job checks off. The best tour guides have a heart for serving others, making new connections, and getting involved in the community. They also desire to advance in the tourism industry and prove that by researching more than expected and learning how to be a successful tour guide. 10. Organized and punctual Being orderly, efficient, and dependable might be common lies listed on a resume, but are essential qualities of an effective tour guide. Guests shouldn’t have to wait around for a tour guide to get their act together. Everything should run smoothly from check-in to check-out. Otherwise, the entire schedule can fall behind, and a tour guide plays a huge part in making sure bookings stay on time. Think of it this way; if guests are asked to arrive ten minutes early, why would it be okay for a tour guide to show up late with an iced coffee and an excuse? 1. A res-tech whiz As more and more tour operators start to take bookings online, tour guides everywhere are having to learn how to use booking software in their day-to-day. On top of leading tour groups, guides are often tasked with front desk responsibilities — like checking-in guests, editing bookings, issuing refunds, and collecting forms and signatures. This kind of tour guide work experience means they’ll be eager to download the mobile booking app and optimize the dashboard to perform multiple actions in just a few clicks will make a tour owner’s life so much easier. Luckily, Checkfront is simple, straightforward, and takes as little as five minutes for tour guides to master. 2. A creative eye 76

Tour guides often double as photographers. Although people are getting way better at taking selfies, setting up tripods and self-timers, or attaching GoPros to gear, it’s still not uncommon for guests to hand over their phone to the tour guide for a photo opp. Since that might be the only thing to commemorate their once-in-a-lifetime experience, the last thing they want is for the photo to come back with a smudged finger in view, cut-off foreheads, or a mid-blinking face. Pictures like that rarely get shared and tagged on Instagram — which is a missed opportunity for the tour company. If a tour guide knows how to take better photos on tour, guests will be forever grateful for the share-worthy souvenir. At the same time, if a tour guide has an eye for photography, they will instinctively notice magical moments to capture, giving the tour company plenty of content to fuel an aesthetically-pleasing Instagram feed. Bigger bonus: a tour guide who understands social media marketing can make extra cash on the side by amping up a tour operator’s online presence. 3. Gutsy at sales Persuading guests to spend more money can feel icky. But a good tour guide sees upselling and cross-selling as less of a dreadful job requirement and more of an opportunity to add value to the guest’s experience. “I can’t believe we got to see a tapir and three toucans today! Good luck must be in the air because last night’s tour group spotted an orange-kneed tarantula. I bet the tarantula is still in the same spot. You’re still here for one more night, right? You should totally join us on tonight’s night trek; we still have space left.” It can even be intimidating to ask guests for a review at the end of the tour. But if tour guides don’t ask, guests might not think to do it. Getting over that fear by coming up with a friendly blurb is one of the most underrated tour guide qualities. 4. Multilingual 77

Hands down, when a tour guide delivers a tour in a guest’s first language, it makes a world of difference. Although English has become a universal language and many tourists prefer confident, English-speaking guides, a tour guide who can switch it up depending on the tour group will be much more appreciated than a handheld audio guide. Plus, this versatility is beneficial to the tour operator for plenty of reasons, such as:  it allows them to appeal to a broader audience  it gives guests more choice and personalization  it represents diversity and inclusion 4.4 SUMMARY  A tourist product is a complex category, and its individual elements fulfill various functions. One distinguishes many different categories of tourist product; one of them is the service of a tourist guide and tour leader.  In the majority of cases this category of tourist product is added to the product created by the organizer of tourism which is a product-event (trip, holiday, rallies, raft or canoe rides.  As more and more tour operators start to take bookings online, tour guides everywhere are having to learn how to use booking software in their day-to-day. On top of leading tour groups, guides are often tasked with front desk responsibilities — like checking-in guests, editing bookings, issuing refunds, and collecting forms and signatures.  The best tour guides have a heart for serving others, making new connections, and getting involved in the community. They also desire to advance in the tourism industry and prove that by researching more than expected and learning how to be a successful tour guide.  Tour guides encounter guests from all walks of life, who undoubtedly come with their own cultural expectations, social norms, and special needs. 78

4.5 KEYWORDS  Multilingual – someone who can speak multiple languages.  Tactic - strategy, plan, method  Enforceability - binding, compulsory  Encounters - experiences, coming across  Testimonial - reference, recommendation 4.6 LEARNING ACTIVITY 1. Explain the mediator role of a tour guide ___________________________________________________________________________ ___________________________________________________________________________ 2. Explain the term “Gutsy at Sales” ___________________________________________________________________________ ___________________________________________________________________________ 4.7 UNIT END QUESTIONS A. Descriptive Questions Short Questions 1. How do tour guides act as mediators ? 2. What are the 5 bonus attributes for tour guides ? 3. Benefits of a creative eye for tour guides ? 4. Why is in depth knowledge crtitical for tour guides ? Long Questions 1.What are the various duties of a tour guide? 2. Elaborate the importance of organization skills for tour guides ? 79

3. Describe qualities& attributes of an ideal tour guide? 4. Explain the role of tour guides ? 5. Elaborate the duties of tour guides ? B. Multiple Choice Questions 1. _________ is a very powerful pull marketing strategy for tourism products. a. **Word of mouth b. Trade show promotion c. Sales promotion d. Exhibitions 2. ________ tourism products include visit to natural resources and natural environment. a. Adventure b. Symbiotic c. Manmade d. **Natural 3. __________ characteristics of Tourism creates the challenge of fluctuations in demand for tourism products. a. Storability b. Separability c. Tangibility d. **Seasonality 4. __________ pricing in tourism occurs, when a company sells product or service at two or more prices. a. Promotional 80

b. **Discriminatory c. Mark -up d. Follow the leader Answers 1-a, 2-d, 3-d, 4-b, 5-f 4.8 REFERENCES References book  Black, R, Weiler, B; Quality Assurance and Regulatory Mechanisms in the Tour Guiding Industry: A systematic review; Journal of Tourism Studies; Vol. 16 No. 1, 2005, pp. 24- 36 2.  Bras, K.H; Image Building and Guiding on Lombok: The Social Construction of a Tourist Destination; Tilburg University Amsterdam; 2000 3.  Casson, L; Travel in the Ancient World; The Johns Hopkins University Press Baltimore; 1985 4. Christie, F.M., Mason, A.P.;  Transformative Tour Guiding: Training Tour Guides to be Critically Reflective Practitioners; Journal of Ecotourism, Vol. 2 No. 1, 2003; pp. 1-16 5. Cohen, E;  The Tourist Guide: the Origins, Structure and Dynamics of a Role; Annals of Tourism Research; Vol. 12, 1985; pp. 5-29 6. Dahles, H;  The Politics of Guiding: Enclosed Spaces and Controlled Discourses; in: Tourism, Heritage and National Culture in Java: Dilemmas of a Local Community, Curzon Press; 2001; pp. 131-176 7. Website  https://www.checkfront.com/blog/what-makes-a-top-notch-tour-guide  https://www.belgradetours.com/THE%20ROLE%20OF%20THE%20TOURIST%20 GUIDE%20IN.pdf 81

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UNIT - 5 DYNAMICS OF TOUR GUIDE-II STRUCTURE 5.0 Learning objectives 5.1 Introduction 5.2 Principles of tour guiding (The seven Golden Principles) 5.3 Summary 5.4 Keywords 5.5 Learning Activity 5.6 Unit End Questions 5.7 References 5.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  To be able to explain and analyse the 7 golden principles of Tour guiding 5.1 INTRODUCTION A good tour guide insures qualitative services to the tourists. Tour guides work on certain ethos, professional code of conduct and principles. They are given license after training conducted by the appropriate authority. So, they are reliable and trustworthy. Major Principles of Tour Guiding:  To act professionally with the client, stake holders as far as tourism related services are concerned.  To charge reasonably (if charging directly). Otherwise, these charges are fixed up by the government and are part of tour package costing. 83

 To create good image of himself (i.e. tour guide), local people, region or state and country for which he is working.  To protect the environment, flora and fauna, animals, birds, enspecies, water bodies, small creatures etc.  To protect sensitivities of locals, their traditions, rituals and project in positive manner.  To offer professional services to the tourists. To fulfill commitment of the travel agency.  A tour guide has to ensure that facts and figures are presented properly and in appropriate manner.  A tour guide is the cultural brand ambassador of the country and he can promote the country.  He should be positive and proactive in working.  He should not allow and encourage tourist to criticize the country on any issue.  A tour guide must abide by law and have workable information of law.  A tour guide should not indulge into debate, arguments, quarrel with the tourists.  He must keep himself away from any controversy.  Do not be overcommitted.  You are the icon of India in front of tourist, so, you must portray indianness.  Tour guide must be emphatatic and caring towards tourists.  Keep your transactions clear and beyond any doubt.  Be flexible being a tour guide, you must be flexible as far as time schedule is concerned. Consider request of clients. You ultimate aim should be to make your clients happy and blissful. Be Professional 84

Being a tour guide, you must understand the meaning of professional. The Profession is any kind of paid occupation. Professional is a person involved in a profession. He is paid for that job. So, he is liable for best in trade services. He gives maximum output by using optimum resources. Principles of Tour Guiding You must keep yourself cool and calm in all kind of situations. As you have to satisfy the tourists. Be friendly in nature and behavior. Try to create right image of the country and your region. Suppose, you are guiding in north India region. Explain them about the place and tell them that its’ rich history and culture. But, before communicating get it confirmed form reliable sources. If you are referring internet resources, find out the validity of the course of information. See websites of government of India, archeological survey of India, reputed library resources of various universities, the website of national museum, ministry of culture, the ministry of tourism etc. You must understand that every word you speak, your behavior, your gesture towards the tourist, your comments about the region, the country have an impact on tourists. They observe very minutely and create an image of country accordingly. Also read Present status of Tour Guides Be proactive A tour guide must be proactive in nature. Proactive mean he should work in advance and do not wait for happening of any problems. A tour guide must sense future requirements and keep himself to meet every kind of emergency. This skill is mostly useful in all kind of torus. But, required more in adventure. Once, we were going to Manali—Solang— Dhudhi trek. Our guides felt that weather conditions are not favorable and he stopped us on the way at safe place. Call your clients one day advance and confirm his programme. Reconfirmations help to minimize communication gap and enhance service production. You should know what is happening around you. You must comprehend that you are their well wisher and it will help them to understand the place. Temperament 85

Now days, our life style is quite hectic. We are becoming multi-taker. We have to manage a number of jobs at one time like: practical guiding, receiving calls of travel agents, liasoning with monument people. Many times, a tour guide loose temper and clients ate victim of short tempered guide. It must be avoided in any situation. There is no excuse, if you are losing your temper. Being a tour guide, we must listen out clients carefully and respond them politely. Also read Role of a Tourist Guide Experience In the tourism industry, our product is an experience. In title its’ written three times to convey its’ strength or intensity. We must believe that there is only one thing for which tourists has crossed thousands of miles from his home place that is experienced in the core of heart. A guide is a medium to ensure a good experience. Travel should be a unique experience for tourists under the guidance of tour guide. Do not over commit Whatever services, you are providing must be as per your commitment. In any case, do not over commit. Over commitment spoils image of any professional. Also read Tour Guiding Make them happy You must have principle to make them happy, blissful (under any circumstances). They have come out of their workplace in the expectation to get happiness. Do not engage them in your day to day problems. Be fully informed 86

The Present age is the age of internet, social media. Everyone is information over loaded. Tourists explore ‘Google’ before travelling. So, they are aware of common information. So, fully informed and have some extra information, knowledge. Guide them with wisdom. Be responsive The Tour guide must be a responsible person. He must advise clients time to time and realize tourists that he is working responsibly not only in talk but in action also. Reliability Your (tour guide’s) behavior and commitments must be reliable. Your reliability will create a sense of trust among tourists. A reliable tour guide sustains for a longer time. Be a man with knowledge Knowledge gives a sense of confidence in a commentary. A knowledgeable person can give an answer of all queries raised by the tourists. So, nurture habit of reading regularly from good and reliable sources, create information base. Knowledge is essence of information. The Success of tour depends on knowledge imparted by the tour guide. A tour guide must be passionate about tour. He must also be well aware of each and every detail of the tour. Knowledge helps in raisings satisfaction level of clients. Also read Tour Guiding in a museum Value for money Always keep in mind that you are providing value for money. Clients have paid for the deluxe tour; he must be served in the way to feel that he is given privileges. But, in one group do not differentiate clients. If you are treating two clients differently, they will not carry good impression and your purpose of making everyone happy will be defeated. If you will work as per your principle to treat everyone equal, it will help you sustain for longer without any measure complaint. You must have a principle about tips also. Do not act against system or practices of your company, system or country. 87

Grooming In principle, our dress must suit the occasion, profession, weather conditions and traditions. I feel that a tour guide must be in proper attire in which he must feel comfortable. Keep away from trendy dresses distracts clients. Do not try to look smarter then tourists. Do not compare yourself. A good dressing sense gives a lot of confidence in working. I feel that Indian dresses are also creating positives impression and good image. Indian dresses are designed keeping in mind climate and comfort. Principles of Tour Guiding Tourists also accept people wearing dresses as per their culture. After dressing, we must know how to groom. If we are groomed properly, we will be able to impress the tourists. Have complete information Have principle to be transparent and believe in full disclosure. Your tour guiding profile must be updated, precise, and accurate. Sudden changes in the tour are possible due to change in weather, climate, nature etc. Be keen to know details about hazards, safety and security of tourists. Why tour guide must have principles Our daily actions decide habits. A tour guide must have to follow a certain set of statements about his profession. These statements must be framed in line with nature. These statements are known as principles. Principles decide success or failure of our profession. If a tour guide abides by the principles, he will be able to sustain for linger time. His job will be easier. Principles of Tour Guiding 5.2 PRINCIPLES OF TOUR GUIDING (THE SEVEN GOLDEN PRINCIPLES) As a Tour Guide, you agree to uphold the following principles: 88

1. Professionalism You are a professional, whose primary concern is to provide your customers with unique travel experiences. To that end, you always act in a friendly, calm but professional manner. You understand that everything you say and do is a reflection of you, your country and your culture. You accept that you have total responsibility for your customer's happiness and safety. You believe that it is best to under promise and over deliver. In the event that a customer expresses dissatisfaction with their experience, you respond to the complaint in an appropriate manner - even if the complaint is groundless. 2. Full Information You believe in full and complete disclosure. All information in your tour guide profile and tour description pages are accurate and up-to-date. Where changes due to weather or other circumstance are possible, they are noted in the tour description. You have a keen awareness of any hazards and clearly explain issues related to personal safety. 3. Responsive Questions regarding tour details or tour bookings are responded to as soon as possible, but no longer than within 24 hours. If you will be out of touch for a period of time, you've assigned a back up person to deal with any issues that arise. 4. Reliable Once a tour booking is confirmed, you will do your utmost to deliver the tour unless there is an illness or other exceptional circumstance. In this case, as soon as possible, you will inform the customer and ToursByLocals so that we can work with you to find another qualified tour guide to take the tour. In all cases, you are responsible for the successful delivery of the tour. 5. Value for Money 89

The cost charged to customers will be as described in the tour description. You understand that the last thing a customer wants is to be surprised that things cost more than they expected. Under no circumstances will you ask for a tip. If someone asks you about our tipping policy you will say that since you've set the price yourself, tipping is not necessary. 6. Knowledgeable Your role is critical to the success of the tour. You are passionate and are well versed in the subject matter of your tour. If you don't know something, you are forthright about saying so and make an effort to get the answer before the end of the tour. 7. Proactive You are proactive and confirm and reconfirm all details of your tour, a day or two ahead of the activity. If possible, you contact the customer on the evening prior to the tour. During the tour, you anticipate events and are aware of what's going on around you. You understand that you are responsible for the well-being of your customers and are aware of their emotional and physical safety at all times. 5.3 SUMMARY A good tour guide insures qualitative services to the tourists. Tour guides work on certain ethos, professional code of conduct and principles. They are given license after training conducted by the appropriate authority. So, they are reliable and trustworthy. Major Principles of Tour Guiding:  To act professionally with the client, stake holders as far as tourism related services are concerned.  To charge reasonably (if charging directly). Otherwise, these charges are fixed up by the government and are part of tour package costing.  To create good image of himself (i.e. tour guide), local people, region or state and country for which he is working. 90

 To protect the environment, flora and fauna, animals, birds, enspecies, water bodies, small creatures etc. 5.4 KEYWORDS  On-site Guide- gives a one- or multi-hour tour of a specific facility or restricted region. The excursion might be conducted on foot or in a sor tof vehicle.  City Guide- A city guide points out and remarks on the city's features, generally from the comfort of a motor coach, minibus, or van, but occasionally as part of a walking tour.  Professional tour guide with a lot of expertise. 5.5 LEARNING ACTIVITY 1. Explain the “Professionalism” principle of tour guiding ___________________________________________________________________________ ___________________________________________________________________________ 2. What do you understand by Value for Money ? ___________________________________________________________________________ ___________________________________________________________________________ 5.6 UNIT END QUESTIONS A. Descriptive Questions Short Questions 91

1. What is the role played by a domestic guide? 2. Describe the importance of local tour guides ? 3. What is the importance of specialized guides ? 4. What does a cityguide do ? 5. Explain the Proactiveness principle of tour guiding? Long Questions 1. Explain ground operators? 2. How do tour guides act as mediators ? 3. What are the 5 bonus attributes for tour guides ? 4. Benefits of a creative eye for tour guides ? 5. Why is in depth knowledge crtitical for tour guides ? B. Multiple Choice Questions 1. What is the script used by tour guides for entertaining tourists? a. Skit b. Drama lines c. Commentary d. Dialogue 2. Which among the following is a type of package tour brouchure? a. Shell brochure b. Umbrella brochure c. Regular brochure d. All of these 3. Expand FIT a. Foreign independent travel b. Foreign inclusive travel 92

c. Foreign independent Tour d. None of these. 4. Which of the following is not a vendor a. Travel agents b. Hotel c. Airlines d. Cruise companies 5. The tourist who have particularized knowledge in any area is known as ----------------- a. General guide b. Escort c. Specialized Guide d. Incoming operator Answers 1- c, 2- d, 3-a, 4-a, 5-c 5.7 REFERENCES References book  Chan, A., Hsu, C. H., & Baum, T. (2015). The impact of tour service performance on tourist satisfaction and behavioural intentions: A study of Chinese tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32(1-2), 18-33. UNIT – 6 TOUR GUIDING AS A PROFESSION 93

STRUCTURE 6.0 Learning objectives 6.1 Introduction 6.2 Why people become tour guides? What do tourists expect from tour guides? How to enhance tourist’s experience? 6.3 Summary 6.4 Keywords 6.5 Learning Activity 6.6 Unit End Questions 6.7 References 6.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Why people become tour guides?  What do tourists expect from tour guides?  How to enhance tourist’s experience? 6.1 INTRODUCTION Guides play a vital role in this process bringing satisfaction to tourists visiting a country or region/state. The opportunity of direct interaction with the tourists makes them all the more responsible for projecting the correct image of the country/region, giving factually correct information about the destination, ensuring the safety and well being of the tourists as well as pleasing and satisfying the stay for them during their visits. Over last few years there has been a greater interest in tour guide profession especially in the northern region of India. The purpose of this study is to identify the motivations that led to choosing tour guiding as a profession and career. There appears to be a significant difference in such motivation in different regions of the country. A comparison in motivations in two regions (north vs. east) was made. Based on 94

primary data collection paper attempts to discuss what has motivated the youth to take up tour guiding profession- whether such motivation is positive of negative. In either case policy makers may decide what type of support programs need to be introduced by the state and other agencies like educational, rearing and counselling, financial support, social security, or any other type of interventions. Ministry of Tourism, Government of India launched Regional Level Guide Training Programme (RLGTP) scheme under which the entire country was divided into five regions - north, south, east, west and northeast. The scheme envisaged a highest level of tourist guide with a license for interstate guiding. The scheme provided for training of 100 guides in each of the regions. Candidates for this training were to be recruited through a call followed by a written aptitude test. 100 short-listed candidates from each region were to be given training by Indian Institute of Tourism and Travel Management (IITTM). In response to the advertisement for RLGTP there were a total of 3404 applicants out of which there were 2954 from northern region, 253 from western region, 74 from south 70 from east and only 53 from northeastern region (IITTM’s internal data). This was an unexpected distribution that merited investigation into the reasons as much less than expected responses form four regions. A research question that emerged is why are lesser number of people interested in becoming tour guides in these four regions? Is there a difference in motivation? Is there a perceived difficulty in this profession? This paper delves with the first issue and tries to investigate the sources of motivations and differences, if any, therein. It was decided to study the motivations for becoming a tour guide and compare the motivations across different regions. One of the regions was to be northern region where there was a stiff competition for becoming tour guides. The other region chosen for this study was eastern region. The research issue was to see if there was a difference in motivations of tour guides as they chose these vocations. 6.2 WHY PEOPLE BECOME TOUR GUIDES? WHAT DO TOURISTS EXPECT FROM TOUR GUIDES? , HOW TO ENHANCE TOURIST’S EXPERIENCE? Why people become tour guides? It is reasonable to think about risks you take as a tour guide and choose a stable job instead, however, is this all you want for a living in life? It may look worrisome, but the reality is that 95

the advantages of becoming a tour guide are more than people expect. We like to present you the five attracting reasons and advice for being a tour guide. Here are the good reasons why being a tour guide would be a right fit for you: 1. Cost Nothing While Traveling If you have a strong feeling of wanderlust but a little budget of traveling across all corners of the world, the job resolves the financial problem for you. Once becoming a certified tour guide, you do not need to spend a penny on meals, accommodations, transportation as leading tour groups, all the costs are covered by your agency. 2. Visit More Places & Countries Becoming a full-time traveler is never a fantasy! The role of tour guides includes getting to know fascinating attractions. Therefore, you will experience a variety of itineraries assigned by your tour company. Even though it is challenging to prepare and to study for new destinations, the process is worthwhile and rewarding once you get there and make stunning memories with guests during new adventures. Learn more about being a better tour guide: 3 Major Tips to Become a Top-Rated Tour Guide How to Get Higher Tips as a Tour Guide 3. Make Friends from Corners of the World Do you like making friends with people from different places or countries? This is what tour guides can achieve. Since the prime mission for tour guides is guiding people in foreign places, they need to listen to guests and even see them as friends while creating exhilarating travel experiences for touring groups. Moreover, the role of tour guides would be dealing with traveling situations with the local in a new place, they are possible to become your friends as well. Well, people having friends from corners of the world always gets easier when backpacking one day. 4. Know a Destination Well 96

The role of tour guides is not only a traveling companion but also a historian, geographer, interpreter, public speaker and so on. Also you will know the best diners, lounge bars, cafes of a destination like the local. Almost everything you learn from the job would meet your interests and benefit more than you think. 5. Enrich Your Life Experiences As we know, the job is not about dealing with work tasks at an office desk. In the meantime enjoying your adventures, you would face all kinds of unexpected challenges such as adverse weather conditions, traffic accidents and closing of a museum. Each of the challenges you encounter would be memories or interesting stories to share with others including the next generation. Here’s 8 reasons why being a tour guide is the best way to travel the world and still earn a living. Why being a guide is the best job A tour group travelling through Morocco. 1. You’ll learn a valuable skill set for a future career Tour Guides wear multiple ‘hats’ while running a trip. It may look like your guide is having a relaxed holiday alongside the group, but the reality is that a tour guide is a travel agent, therapist, accountant, event manager, historian, conflict resolution manager, tax and currency expert and professional public speaker. All skills which carry across impressively to any future career. Depending on what types of tours you decide to lead, you’ll also be required to become certified in a few different core competency areas which are irreplacable skills to possess for your own travels as well. 2. You will see more countries & cities than you ever thought possible 97

In most cases, a tour guide does not just do the same tour loop for an entire season. A fully trained tour guide will have the opportunity to guide many different itineraries for their tour company – meaning you will visit, study and experience new destinations multiple times! Start racking up that country count, you’re about to become a professional full-time traveller. See Also: The Truth About Being a Tour Guide: Exposed 3. You will be living the dream You will be paid to travel. Your job, every day, will be to show first-time travellers their way around a new destination. As a tour guide, ‘work’ means being a part of someone’s happiest holiday memories. You are actually required to have fun for a living while travelling! Be warned – most of your friends back at their desk jobs will be insanely jealous of your daily updates from Monaco, Barcelona and Bali. Why being a guide is the best job A traveller is introduced to stunning hidden waterfalls. 4. You’ll become an expert on history, art and architecture To be a truly excellent tour guide, you need to know your stuff, which means studying up on architectural styles, historical fun facts and the best places to eat, drink and party. This isn’t your boring old history teacher studying – think researching the funniest stories of a royal family or the perfect recipe for goulash to share with your groups. Pretty soon you will be an expert in Corinthian columns, traditional eating habits in multiple countries and the hilarious history of inter-country grudges. Your pub quiz score is going to go through the roof once you’ve become a tour guide! Why being a guide is the best job San Sebastian – Eusko Guide 5. Your colleagues will be just like you! 98

Forget trying to make friends with Steve from HR who just doesn’t understand your wanderlust obsession. When you work in the travel industry, all your colleagues are as crazy about travel as you are! You will finally be surrounded by people who understand and encourage your need to see the world and experience new cultures. It will be a relief and inspiration all at once. (Sorry Steve) See Also: The 11 Best Travel Jobs In The World 6. You can save while travelling When you are guiding, your transport expenses, accommodation and some meals are all covered – meaning half of what you earn can be saved. With no rent, car payments or gas bills, you can accrue a decent amount in savings while you travel. This means that at the end of a season of guiding you will have some cash stashed for your own travel adventures! Why being a guide is the best job Being a tour guide lets you save money while travelling. 7. You will become a destination expert Knowing a destination inside out means you’ll know all the best restaurants, bars, cafes and insider tips to maximize the fun you’ll have while also getting the best possible price on meals and drinks. 8. You’ll have friends all over the world Just like anyone who takes a tour, at the end of a trip you are best friends with the other people who shared the experience with you. That means, as a tour guide, you will have hundreds of best friends who were on your tours scattered across the world. Next time you go backpacking in Australia, Mexico, South Africa or Canada you’ll have local friends from your tours ready to show you their home towns, and maybe even a free couch to crash on. What an excellent excuse to do even more travelling! 99

What do tourists expect from tour guides? Unplanned trips can feel like night mare. Visitors will not be aware of everything that a place might have to provide them with. Tour guides will have to ensure that the tour group returns safely to their place. The role of the tour guide is very important to ensure quality experience for the tourists. The major reason for people to be taking up a trip is to have fun. A fun-filled trip happens when there is a clear agenda for the travel. Tourists who explore the area with a clear understanding of their limitations and responsibilities in the tourist destination are able to enjoy a fun-filled trip. The expectations of the tourists are thus fulfilled and they return from the trip with complete satisfaction and fulfillment of their expectations. A safe return home is a major priority. Most of the problems that happen in a tourist destination occur when the tourists do not respect the local culture. When tourists do not understand the local culture, they disturb the regular routines in the life of the locals. Problems also occur when the tourists litter the tourist destination or when the people in the local area do not respect tourists or cause a threat to the tourists. However, in the presence of the tour guide, most of the negative experiences are avoided. Before the beginning of a trip, the tour guide will provide the tourists with clear instructions about how to deal with the local culture. They also avoid taking tourists to dangerous places where there are probable chances of security threat for the tourists. The tour guide will help the tourists to identify the best places to eat, relax and refresh within their budget. The tour guide will provide with every kind of valuable information required to balance the relationship between the guests and hosts. For any kind of transaction that takes place between the guests in the tourist destination versus the locals, the tour guide interferes and interprets the happenings. This clears off the language barrier and cultural barrier. Eventually, the tourists are ensured a happy tour experience. Why do tourists hire a guide? Tourists hire guides for many reasons. There are a few common reasons for tourists to be hiring a tour guide the following are just a few of them: 1. To get help with language issues 2. To get help with respect to local culture and behavioral expectations 3. To deal with security threats 4. Visit as much places as possible within a short period of time 5. Special instructions during an adventure trip 6. Visiting popular locations 100