Transcript Document
Tour Guiding Techniques MA. DOLORES SALAMANCA August 01, 2012 Tourists • People who leave their homes to temporarily visit a place • They should be spending and not earning money from the place they visit • Reasons can be pleasure, meetings or seminars • With the intention of learning something about the place like its history, people, culture Basic factors for a successful tourist destination TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Attractions which can be site itself or an event • Amenities or facilities like accommodation, food, local, transportation, communication and entertainment at the site • Accessibility • Peace and order Characteristics of Tourism TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Product is not brought to the consumer; • The tourism product is not used up, it doesn’t exhaust the country’s natural resources; • People-oriented; • Labor-intensive; • Multi-dimensional; • Seasonal; • Dynamic; • Characterized by the changing ideas of its customers. Nature of Tour Reception & Guiding TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • First impression of tourists play a very important role • Receiving tourists is just like receiving guests in your home • Show the best without boasting or overdoing • Guiding is not simply telling them “to your left, to your left”, there’s a lot more into it. Duties and Responsibilities TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Provide them information and explanations about the place honestly without prejudice; • Ensure a factual presentation, make sure to distinguish the truth stories, legends, traditions; • Act fairly and reasonably in all dealings with colleagues and co-workers; • Always act with tact and diplomacy in dealing with the guests Nature of Tour Reception & Guiding TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Always report for duty healthy and positive • Never take advantage of the ignorance of the tourists • Never allow yourself to be used by unscrupulous organizations who want to take advantage of the tourists • Use common sense and be honest by saying “ I don’t know,…I will check,..” Nature of Tour Reception & Guiding TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Ensure guest’s safety, warn them on: • Plants that might cause some allergies • Food and drinks that might not suit their digestive system • Elevation for those with vertigo and fear of height • Dogs that might bite • Presence of pickpockets in crowded areas Nature of Tour Reception & Guiding TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Protect the reputation of tourism by making every assignment a treat, with respect to the environment, wildlife, sights & monuments, local customs & traditions • Act responsibly as representative of the country and the people Communication Skills TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Language proficiency • Avoid using highfalutin words, use simple, easy to understand words • Try to get rid of regional accent • Use synonyms to explain, to describe something • Use non-verbal communication in a difficult thing or situation Communication Skills TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Speak audibly, not too soft and not too loud • Conduct your commentary in a relaxed, entertaining manner (they came here to enjoy, remember) Guiding Techniques TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Be prepared, study the destination • Plan your spiel or commentary, it should be structured • Have an update on the local and global news and environmental issues • Intercede when necessary in the interaction with the guest and the locals • Be aware on the basic human behavior and attitudes Guiding Techniques TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Do research to back up your facts • Be ready for pertinent and impertinent questions • In cases of having more than one guide, find some time to sit down, discuss to synchronize information & learn from each other • Never tell your personal life at first meeting Guiding Techniques TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Never sell anything at first meeting unless they ask • Be punctual at all times. Be there at least one hour before the tour starts • Learn map reading • Learn how to say NO to indecent proposals Guiding Techniques TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Always make a head count before, during and after the tour, especially on stops • Be practical when making judgment, think of the benefit of the majority • Be a good decision maker • Learn basic first aid Qualities of an effective Tour Guide • • • • • • • • Love of country People-loving Open-mindedness Tactfulness Punctuality Proper decorum Honesty resourcefulness TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Qualities of an effective Tour Guide • • • • • • • • • • Self- confidence Sense of humor Enthusiasm Fairness in treatment Good health Good communicator Patience Reasonable Assertiveness Humble and polite TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Steps on how to make a commentary TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Begin with a smile, greeting and introduction • Brief the guests about the tour for the day • Review the inclusions and exclusions of the tour • Give the distance and traveling time of the destination Steps on how to make a commentary • What to expect from the tour • Give necessary precautions • Do not miss to point important landmarks along the way • Announce comfort stops • Always do the head count TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Tips for an effective tour commentary TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Start with a greeting or introduction • Information should be delivered in a manner that would interest the guests • Sense of humor should be part of the delivery of information • Remember, commentaries help people understand and appreciate what they actually see Steps on how to make a commentary • • • • • TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Face the group, not a few Speak slowly and clearly Voice should be audible Practice eye contact Prepare yourself for questions to be asked • Take control of your breathing and emphasize important words Steps on how to make a commentary TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES • Use synonyms, example in explaining something • When mentioning a name, repeat it or spell it • Maintain silence, if the need arises • Listen carefully to questions and other concerns • Never argue with the guests • End your tour always by thanking the guests TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Thank You for Listening and Good Luck!