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

Attractions which can be site itself or an event 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

Product is not brought to the consumer; 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.

First impression of tourists play a very important role 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.

Always act with tact and diplomacy in dealing with the guests 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

Always report for duty healthy and positive 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,..”

Ensure guest’s safety, warn them on: 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

Act responsibly as representative of the country and the people 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

TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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

TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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)

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

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

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

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 TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Love of country People-loving Open-mindedness Tactfulness Punctuality Proper decorum Honesty resourcefulness

Qualities of an effective Tour Guide TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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

TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Steps on how to make a commentary TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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

Start with a greeting or introduction 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

TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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

TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES 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

Thank You for Listening and Good Luck! TOURIST RECEPTION & GUIDING TECHNIQUES FOR GK MABUHAY GUIDES Thank You for Listening and Good Luck!