TourismTiger uses cookies to give you the best possible service. If you continue browsing, you agree to our use of cookies. More details can be found in our privacy policy .

A Guide to Preparing Tour Guides for Challenging Situations

Let’s face it, receiving a negative review on TripAdvisor or experiencing a lackluster tour can leave us feeling discouraged. In an industry heavily influenced by online reviews, even a minor misstep can have a significant impact on your business. We understand many of the challenges that tour guides face when dealing with difficult customers and the importance of proactive measures to ensure exceptional experiences for our guests. In this article, we will explore the complexities that tour guides encounter and how tour operators can pre-empt and avoid them altogether by training guides so that they are prepared and equipped to navigate these sensitive situations.

Understanding The Nuances of Cultural Differences

Interacting with people from all over the world and learning about different cultures is one of the main attractions of working in the tourism industry. However, lack of knowledge about your guests’ culture can cause potential offence and lead to serious issues with customer satisfaction. How, as tour operators, can you navigate this complex issue?

Firstly, do a little research into customer profiling. Break down which countries your guests come from and which age groups they belong to. This will be a lot easier for some operators than for others, if you directly target certain markets you will already have a good idea of what your audience is looking for. But even if you know your specific audience already, you may not have done your research into common etiquette in their specific country.

Next, get reading! While your guests may be in a culture foreign to them, it’s also important that you take the initiative to have an understanding of theirs. The internet is your best friend for finding out about cultural etiquette around the world. Sites like eDiplomat (opens in a new tab) offer insight into areas such as body language, dress, and gender relations in different cultures. This allows you to anticipate any situations that might occur and prepare for any possible misunderstandings between guests of different nationalities and your guides. We also recommend reading up on cultural differences in tourism, there are plenty of books that explore the topic (opens in a new tab) .

Because it may be a subtle adjustment, it’s possible that it will go unnoticed by your guests, but believe me, behind-the-scenes work like this will contribute to the success of the tour, and on that more rare occasion where it does go directly noticed, it will most certainly be appreciated. The smallest anticipation also has great value in preventing potentially uncomfortable situations or interactions.

A Tour Operator’s Experience: Secret Paradise Maldives

Learning about cultural differences works both ways. Secret Paradise (opens in a new tab) who run tours and holidays in the Maldives often have to prepare their guests for a new cultural experience. What many visitors to the islands are unaware of is that the Maldives is an Islamic country, which means tourists need to consider things like conservative clothing when exploring, and alcohol not being so readily available compared to non-Islamic countries.

One of Secret Paradise’s guides, Mashir Ali, gave us insight into how to convey cultural differences and traditions to guests. As he explains it, the key to avoiding miscommunication is setting clear expectations prior to arrival so guests feel prepared. He suggested adding information to the booking process or as part of a briefing before the tour starts. Mashir also pointed out that it’s important not to dismiss guests’ concerns or dissatisfaction, but to acknowledge that you understand their position and turn it into a positive conversation.

You can also help guests understand your position by explaining the reasons for certain rules and traditions. Mashir said that when guests have a clear understanding of the culture, they are much more receptive to advice from tour operators and are less defensive. On his tours, Mashir does this by explaining that Secret Paradise is a responsible and sustainable tour company and following local customs and practices plays an important role in complying with their company ethos.

No one wants to feel scolded, but it’s also the responsibility of the guide to ensure a respectful environment by informing guests of necessary information and properly discussing any potential areas of discomfort. Secret Paradise offers visitors information about local culture at various stages on their website, in their FAQs (a place where many users will look for information they may not have considered) and they also dedicate a page to the topic (opens in a new tab) .

Pleasing the Seemingly Pleased Customer

Perhaps the most disconcerting issues with guests arise when you aren’t expecting it. When you’ve finished a tour and everyone has engaged with your subject, mixed well, and the tour, in general, appears to have been a success. Then you see it. The scathing review. These are the comments that hurt the most because, unlike the know-it-alls and the openly rude customers, this person leaves you feeling unaware and out of touch with how the tour experience really was.

Moments like these highlight the importance of hiring and training guides to be attuned to nuances. A guide who is hyper-aware of small gestures and interactions that reveal how a guest is truly feeling is key to avoiding the unexpected dissatisfied customer. No one explains this better than tourism guru Nikki Padilla Rivera. She talks about empathy (opens in a new tab) being an essential quality in tour guides. It’s important to keep in mind that not everyone shows their emotions in the same way.

Training your guides to understand this, and giving them the tools to cater to the different personality types in a group, is a great way to keep customers satisfied time and time again. Teach guides to look out for group dynamics, in order to to ensure big personalities feel like they are being heard without ignoring more reserved guests who find the louder characters obnoxious. It’s a matter of being aware of your individual guests’ self-esteem and how the guide’s actions can have huge consequences (opens in a new tab) not only on this self-esteem but also on guests’ feedback. This balance is an art form, but it’s something everyone can learn.

Be sure to consider this in your hiring process (opens in a new tab) . Look out for guides who show a tendency for being empathetic, who actively listen and will make guests feel heard and valued.

Challenges Facing Female Guides

We live in a world of intersectionality and it’s time for the tourism industry to acknowledge this. As an operator, don’t group all your tour guides’ issues under the same umbrella, by doing this you are likely to miss more complex issues facing guides of different genders, sexuality, and race.

Trip Kinetics has expressed the challenges facing female guides so eloquently that we urge you to read their article. (opens in a new tab) They discuss the difficult situations that female guides can be confronted with, such as guests flirting with guides and making them feel uncomfortable, being asked personal questions, and guests trying to take control of the tour. These are not rare, isolated incidents, so what can tour operators do to protect and prepare their employees?

Lead with support. Make sure your guides know you do not accept behaviour from guests that makes them feel uncomfortable. This sounds simple, but transparency about your policies can save employees a lot of anxiety and will give them the confidence to bring any issues to you. Once you have clearly established that guides don’t need to put up with such situations, you should acknowledge that as an employer you cannot be on every tour and prevent your guides from ever finding themselves in uncomfortable positions. Train guides on how to diffuse these situations and give them a clear plan of action. Much like cognitive behavioural therapy (opens in a new tab) , set up role-plays in training (opens in a new tab) where the team can put protocols into practice. Guides may still experience anxiety when such a situation arises, but they will have the confidence from previously workshopping it and the tools to navigate these types of complex situations.

Dealing With the Unexpected

The importance of training is often overlooked. As with training guides for situations they can expect to encounter, it’s also important to train them for the unexpected (opens in a new tab) . This is not the impossible task it appears to be. The unexpected is not so unfamiliar when you have a band of guides with a wealth of experience and knowledge. Try brainstorming issues that they have come across on tours and discuss different ways of dealing with situations and the possible consequences. Then, you guessed it, go back to role-play! Let guides see how it feels to react to a scenario rather than just talk about it.

Teach the importance of flexibility as new guides (and even experienced guides!) may be demoralised by guests deep in their own conversations or the distraction of a passing street performer. Come up with back-up plans for anticipated issues. For example, allocating time into the schedule for guests to enjoy spur-of-the-moment activities, having a plan B if a shop on the tour is closed (such as other shops you can visit instead). Hold some improvisation sessions where guides can practise jumping back into stories after an interruption.

Post Pandemic

In an era marked by the profound lessons of the pandemic, one invaluable realization emerges: the significance of prioritizing mental well-being in all facets of our existence, including the realm of work. Amidst this context, nurturing the emotional resilience of tour guides becomes paramount. By equipping them with the necessary tools to navigate challenging situations, such as understanding cultural differences, fostering empathy, navigating difficult customer interactions, managing unexpected disruptions, and addressing pandemic-related frustrations, we can alleviate their anxieties and empower them to excel in their roles. Ultimately, this proactive approach not only enhances their performance, but also guarantees a higher level of customer satisfaction.

If you want help creating a blog that helps communicate your company’s message to guests, or to redesign your site so that it contains content that clearly addresses customer anxieties, get in touch with us (opens in a new tab) . We can produce content and design pages that improve customer satisfaction and reduce challenges for your guides.

Find this article useful? Enter your details below to receive your FREE copy of 95 Epic Places To List Your Tours and receive regular updates from Tourism Tiger and leading industry experts.

By submitting this form, you agree to Tourism Tiger contacting you via email.

  • Name First Last
  • Business Type Aerial Playgrounds or Adventures Beach Activities Bike Tours or Rentals Boat Tours Flight Experiences Food Tours Multiday Excursions Nature Tours River Rafting or Canoeing Sightseeing Tours Snow Activities Transport & Transfers Web Design or Software Agency Other
  • Country/Region Africa Australia Canada Caribbean China Eastern Europe France Germany Greece Italy Ireland Japan Latin America New Zealand Portugal Scandinavia South East Asia Spain Turkey United Kingdom United States of America Other
  • Keep me updated!
  • Architecture and Design
  • Asian and Pacific Studies
  • Business and Economics
  • Classical and Ancient Near Eastern Studies
  • Computer Sciences
  • Cultural Studies
  • Engineering
  • General Interest
  • Geosciences
  • Industrial Chemistry
  • Islamic and Middle Eastern Studies
  • Jewish Studies
  • Library and Information Science, Book Studies
  • Life Sciences
  • Linguistics and Semiotics
  • Literary Studies
  • Materials Sciences
  • Mathematics
  • Social Sciences
  • Sports and Recreation
  • Theology and Religion
  • Publish your article
  • The role of authors
  • Promoting your article
  • Abstracting & indexing
  • Publishing Ethics
  • Why publish with De Gruyter
  • How to publish with De Gruyter
  • Our book series
  • Our subject areas
  • Your digital product at De Gruyter
  • Contribute to our reference works
  • Product information
  • Tools & resources
  • Product Information
  • Promotional Materials
  • Orders and Inquiries
  • FAQ for Library Suppliers and Book Sellers
  • Repository Policy
  • Free access policy
  • Open Access agreements
  • Database portals
  • For Authors
  • Customer service
  • People + Culture
  • Journal Management
  • How to join us
  • Working at De Gruyter
  • Mission & Vision
  • De Gruyter Foundation
  • De Gruyter Ebound
  • Our Responsibility
  • Partner publishers

issues in tour guiding

Your purchase has been completed. Your documents are now available to view.

book: Tour Guiding Research

Case study on tour guiding : professionalism, issues and problems

809  citations

View 2 citation excerpts

Cites background from "Case study on tour guiding : profes..."

... …1991; Howard et al. 1993; Obenour et al. 2006; Samdahl 1991 Refreshment Howard et al. 1993; Hull and Michael 1995; Samdahl 1991 Social interaction Ap and Wong 2001; Arnould and Price 1993; Bolla, Dawson, and Harrington 1991; Howard et al. 1993; Obenour et al. 2006; Samdahl 1991 Spontaneity… ...

... …feelings Aziz 1995; Ryan 1991, 1993 Social interaction A feeling of connection and group identity with travel partners and/or local people Ap and Wong 2001; Arnould and Price 1993; Bolla, Dawson, and Harrington 1991; Howard et al. 1993; Obenour et al. 2006; Samdahl 1991 Happiness A… ...

796  citations

538  citations

View 1 citation excerpt

... Generally, a tour guide can be regarded as one of the key frontline players in the tourism industry (Ap & Wong, 2001). ...

300  citations

... In addition, they need to understand the currency of their services in a global market that is highly unstable and influenced by continuous changes in consumer preferences (Ap & Wong, 2001). ...

299  citations

20,446  citations

2,353  citations

658  citations

542  citations

298  citations

Related Papers (5)

Trending questions (1).

The paper does not explicitly mention the professional service standards of tour guides.

Ask Copilot

Related papers

Contributing institutions

Related topics

Effortless booking

Maximize online conversions with the most intuitive checkout online.

Expand revenue with our powerful Automated E-commerce tools.

Upgrade your website to industry’s best. Fresh websites. Fresh revenue.

Amplify visibility and expand earnings with integrated OTAs and local partners.

Streamline check-ins, limit risk, and amplify customer data with built-in digital waivers.

Transform data into insights. X-ray reporting gives you customer and business intelligence.

Manage high-volume walk-up customers effortlessly with POS, ticketing, and gated entry.

Automate management of staff schedules, assignments, and staff communications

Control your business precisely the way you want with endless yet easy configurability.

Allocate equipment used in various products. Prevent overbookings and maximize profits.

Grow with Xola in our constantly expanding universe of integrations and apps.

Harness customer data to drive marketing campaigns and generate repeat business.

Transform your guests into passionate brand advocates. Perfect your products & services.

Manage your business with the most powerful mobile suite in the industry.

Perfect the guest experience by giving your staff the industry’s most intuitive software.

Efficiently manage guest flow, minimize wait times, and ensure maximum satisfaction.

Ticketing & Entry

Revolutionize your guest experience: Effortless check-ins, interactive displays, secure payments.

Boost revenue with automated rave reviews, actionable insights, and loyal customer engagement.

Efficient ticketing, digital waivers, and fast check-ins enhance on-site operations and guest satisfaction.

Explore Xola Universe: 80+ apps, limitless integrations, endless growth opportunities.

Simplify check-in and boost your marketing efforts with our integrated automated digital waivers.

With SOC 2 Type II and CCPA compliance Xola exceeds industry security standards and insures your data protection.

Access real-time insights for business growth with our powerful reporting.

Remarkable and hassle-free guest experiences with waitlist and virtual queuing.

A comprehensive guide to AI data security for tours and attractions

A comprehensive guide to AI data security for tours and attractions

  • Xola University
  • Business Operations

13 Tips To Be a Better Tour Guide

Jessica Malnik

Being a tour guide is a fun, exciting, and rewarding job. You spend your days sharing your knowledge and chatting with guests. 

While you will improve your skills naturally with every tour you provide, there are some things you can to more proactive build your skills. 

In this post, we’re sharing 13 tips to help you be a better tour guide, including: 

What Are the Key Job Responsibilities for a Tour Guide?

Tour guides have to manage various responsibilities throughout their day to provide memorable experiences for guests. Successful tour guides enjoy working with people, are excellent storytellers, and solve problems independently. 

Tour guides have to manage multiple responsibilities throughout their day, including:

  • Greeting visitors and interacting with them before the start of the tour
  • Letting participants know about the tour’s itinerary and rules
  • Planning and managing the itinerary 
  • Learning and memorizing interesting details and facts and turning them into stories 
  • Having a strong understanding of your tour’s layout and location 
  • Setting up and maintain equipment before the start of a tour if necessary
  • Being prepared in case of an emergency
  • Ensuring guests remain safe and follow all proper protocols  

13 Top Tips To Be a Better Tour Guide

Successful tour guides continuously build and improve their skills throughout their careers to provide memorable and engaging experiences. Learning new information and skills also helps keep the tours and experiences you deliver engaging and fresh for you. Your enthusiasm and enjoyment will show to guests and help capture their attention.

So whether you’re just starting out as a tour guide or have been working in the field for a while, here are 13 ways you can continue to build your skills as a tour guide. 

1. Skip lengthy introductions or setups at the beginning of the tour

Introductions to the tour and a review of rules can help provide structure and context for your guests. That said, you don’t want the introduction information to go on so long that you lose your guests’ attention. 

When planning what to say at the start of the tour, look for ways to provide the necessary information while keeping guests engaged and maintaining their enthusiasm for the tour or activity.  

Depending on the type of tour you provide, you may have to first cover safety measures before moving visitors to a location, so use your judgment. If you’re unsure whether your introduction is too long, consider asking a fellow guide to listen to your opening. They can provide you with feedback on what it’s like from a visitor’s perspective.

2. Bring information to life through a story

People love stories. Your guests are more likely to remember, understand, and appreciate the information you share when you can tell it through a story. The stories can be historical or contemporary. This strategy increases the likelihood that guests will ask questions and engage with you, making the experience more fun for everyone.

You don’t have to tell everything as a story, but sprinkle them in throughout the tour to maintain everyone’s attention. If you feel uncomfortable telling stories, you can build your storytelling skills. You can listen to audiobooks or podcasts of famous or popular storytellers or take a public speaking course.

3. Face guests when sharing information

When you’re discussing something, it’s natural to point and look at the object. As a tour guide, you’ll engage your audience better by facing them. This strategy allows them to see your gestures and hear you better. 

You can teach yourself to turn toward the group. To help learn this habit, consider identifying one person in the group that you will look at when you first start talking. To ensure the whole group feels engaged, be sure to move your gaze to other visitors soon after you start talking.

This strategy provides you with a consistent cue to help you develop the habit of turning towards the group when you start talking. After a while, you’ll naturally turn toward the group when you’re giving your tours. 

4. You don’t have to know everything

As a tour guide, you purposefully try to learn everything you can about the locations on your tour. That said, you don’t have to know everything. You may have a guest who has unique expertise or insider’s experience. Let them share with the group. Everyone will have a richer experience, and you can potentially incorporate this information into future tours. 

5. Avoid exaggerating information

You want your tours exciting and engaging, but you also want to be known as a credible and knowledgeable expert. Therefore, resist the urge to exaggerate information. Your guests won’t trust what you say or recommend the tour if they discover you’ve provided inaccurate details or facts. 

Sometimes exaggeration can sneak in when telling stories, so make sure your stories are based on facts and verifiable information. 

6. Provide anecdotes when possible

Telling personal anecdotes can provide a special touch and experience for your guests. These can make the tour more engaging and help you connect with visitors. 

While you can plan ahead of time what anecdotes you will tell, being able to spontaneously provide anecdotes and insights tailored to the group can help enhance the overall experience. You can take a local improv class to help practice this skill.

7. Be punctual (and ideally early)

When people are on vacation, they often have carefully orchestrated plans. If one part starts late or goes too long, they may miss another planned opportunity. Your guests will appreciate you starting and ending your tours on time. Being punctual will help build their confidence in you as a professional and expert. 

When it’s possible, try to arrive early for tours. This strategy will give you time to get to know participants before the tour starts. This strategy helps you build rapport and start learning what types of information they want so you can tailor the experience to their needs. You’ll also be able to answer any questions people have about the area before the tour begins. 

8. Be attentive to guests’ needs 

Being attentive to your guests’ needs is about more than just guiding them from one point to another. It’s about creating a comfortable and enjoyable experience. For instance, if you notice guests looking tired, suggest a short break or a slower pace. If a particular topic sparks interest, consider diving deeper into that subject. This adaptability shows that you’re not just following a script but are genuinely committed to providing a fulfilling experience.

Moreover, being attentive means being prepared to answer questions or provide solutions to unexpected issues. Whether it’s a question about local dining options or needing assistance with accessibility, your readiness to help can significantly enhance guest experience. 

9. Be passionate 

Your enthusiasm and passion for the subject matter are infectious and can enhance the tour experience. When you speak about the history, culture, or landmarks with genuine excitement, it engages your guests and makes the information more compelling. This enthusiasm can transform an effective tour guide into a truly 5-star tour guide.  

However, it’s important to balance your enthusiasm with the ability to read your audience. Some guests may prefer a more subdued approach, while others might enjoy high energy. Tailoring your enthusiasm to suit the group’s dynamics is key. 

10. Use humor 

A well-timed joke or a witty remark can lighten the mood and enhance the overall experience. It helps in breaking the ice and making even the most difficult customers feel more comfortable. However, it’s crucial to exercise guest discretion. Tailor your humor to the audience and avoid jokes that could be misunderstood or that touch on sensitive topics. The goal is to add a light-hearted touch to your tour, not to make anyone uncomfortable. 

11. Offer personal recommendations

Take a nod from hotel concierges by offering personal recommendations towards the end of the tour. This adds a special touch to the experience. Sharing your favorite local spots, eateries, or hidden gems provide guests with insider knowledge they might not find in guidebooks. These recommendations should be tailored to the interests of the group and can range from the best places to catch a sunset, to a local café known for its specialty dishes.

12. Invite feedback and follow-up

Inviting feedback at the end of the tour is a great way to show that you value your guests’ opinions and are committed to improving your service. Encourage them to share their thoughts and suggestions. This feedback can be invaluable in refining your tours and making them more enjoyable for future guests.

Additionally, offering to stay in touch for any further questions or recommendations can leave a positive lasting impression. It shows that you’re not just interested in providing a service but are genuinely invested in their experience. This openness to feedback and follow-up can lead to more positive reviews and recommendations, which are essential for a successful tour guiding career.

13. End with a memorable conclusion

Summarize the key points of the tour and leave your guests with a final thought, story, or anecdote that encapsulates the essence of the experience. This could be a poignant story, a surprising fact, or a humorous observation. A strong conclusion ties the entire tour together and gives your guests something to remember and talk about long after the tour has ended.

Moreover, a memorable conclusion is an opportunity to not only thank your guests, but it gives you an easy opportunity to ask for a review. This can not only increase the chance that you’ll get a nice tip but you can also wind up with more customers from the 5-star reviews they leave.  

In sum, being a tour guide is a fun and interesting job that allows you to interact with various people. Like many professions, the more you practice and work on building your skills, the better everyone’s experience, including yourself.  

Incorporating these strategies and tips can help you elevate your tour from good to great, making your visitors more likely to tell others about your tours.

Pro Tip: Not a customer but interested in checking out Xola? Explore all of the features including guide management.

Writer Jessica Malnik

Related Articles

As the integration of Artificial Intelligence (AI) in travel becomes more prevalent, a new challenge arises: data security. Yet the

How to craft a brilliant tour itinerary that your guests will rave about

How to craft a brilliant tour itinerary that your guests will rave about

The best tour itineraries go beyond basic logistics and give guests a true sense of what to expect from their

How to use the LAST method to provide great customer service for tour guests

How to use the LAST method to provide great customer service for tour guests

When it comes to customer service, there’s no one-size-fits-all kind of solution. Outstanding customer service is tailored to the specific

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to  upgrade your browser .

Enter the email address you signed up with and we'll email you a reset link.

  • We're Hiring!
  • Help Center

paper cover thumbnail

Case study on tour guiding: Professionalism, issues and problems

Profile image of Michaela Crowe

2001, Tourism Management

Related Papers

Tourism Management

This study examines the critical issues affecting the service quality and professionalism of the tour guiding professions in Hong Kong and Macau. In-depth interviews were conducted with industry representatives in the two regions. The issues identified are classified into six categories: unhealthy business practices of outbound travel agencies in China, immaturity of the Chinese tourism market, exploitative measures by inbound tour operators, human resource issues, role conflict, and service quality assurance mechanism. A conceptual model is proposed to explain the role conflict faced by the guiding professions. The implications of the findings and recommendations for practice and future research are discussed. Given the growing importance of the Chinese tourism market, the findings will be of significant value to Hong Kong and Macau, and to other destinations targeting the Chinese market. This is a draft version of the paper. For the published version, please consult the journal website: http://www.sciencedirect.com/science/article/pii/S0261517711000069

issues in tour guiding

Dr. Nimit Chowdhary

Intrigued by the difference in enrolment for tour guide training programme this paper tries to identify concerns that are important to trainee tour guides from northern and eastern regions. Paper is based on response from a sample of trainees who attended RLGTP programme. Study identified 6 broad factors of concerns to individuals who are considering becoming tour guides and 16 variables with significant difference.

Gurel Cetin , Şükrü Yarcan

Tour operators and tour guides are major stakeholders during production and operation of organized package tours. However, the relationship between them received little attention in tourism literature. This study intends to identify the dimensions of the relationship between the two parties and importance attained to different guiding roles both by tour operators and guides. It also explores the attitude gaps between tour operators and guides on various guiding attributes. The analyzed data were collected from 110 professional tour guides and 56 inbound tour operators. Numerous differences in perceptions were identified regarding importance attained to foreign language skills, group cohesion, holiday experience creation, entertainment, representation skills, contract compliance, image creation, itinerary compliance and identification with tour operators

International Journal of Tourism Research

This study examines the factors affecting the service quality of the tour guiding profession in Macau. In-depth interviews were conducted with representatives from the Macau Tourist Guide Association, the Macau Government Tourist Office and selected practising tour guides to explore the issues from multiple insiders' perspectives. The factors identified were classified into six categories: unhealthy business practices, market domination, immaturity of tourist market, changing tourist behaviour, intense competition between inbound tour operators and human resource issues. The findings suggest that a number of these problems actually originated from the unhealthy business practices of the tourist-generating country, namely mainland China in this study. Considering the growing importance of the Chinese outbound tourism market, the study findings will be of significant value to Macau and to other destinations targeting the Chinese market. This is a draft version of the paper. For the published version, please consult the journal website: http://onlinelibrary.wiley.com/doi/10.1002/jtr.746/abstract

International Journal of Hospitality and Tourism Systems

It is important to understand that tour guides play an important role in a tourist experience at a destination. As a frontline line service provider they leave a lasting impression. Since tourism has multiple stake holders, each have different expectations from tour guide. Accordingly at different places and times, different roles have been envisaged for tour guides. This paper is a review of literature scanning the importance of tour guides; roles that different stakeholders and researchers have outlined for guides; the challenges they face; and, the debate on building competence of these guides. This paper evaluates different opinions to understand what guides should be expected to do. There is very little reference to researches that analyse challenges that tour guides face. Paper also tries to assimilate research references to challenges to tour-guiding. Last section reviews research related to approaches to guide competence building.

Journal of China Tourism Research

International Journal of Tourism & Hospitality Reviews

Jonathan Tariga

Purpose of the study: This study aims to determine the different tour guide practices and challenges in the Province of Quirino. Methodology: This study uses the quantitative approach. Data collection techniques were interviews and questionnaires that were measured using a Likert scale. The questionnaire was distributed to 22 respondents who were tour guides of the different tourist destinations in the province. The data were analysed using SPSS with the Frequency Counts/ Percentage, Mean and F-test (ANOVA) as statistical tools. Main Findings: The results of this study indicated most of the respondents are male. The tour guiding practices and the challenges in the province of Quirino is “Strongly Agree” when grouped by sex, age and ethnic affiliation. There is no significant difference on the tour guiding practices among the tour guides in the province of Quirino when grouped by sex and ethnic affiliation. Implications: The ability of tour guides to provide exceptional service to to...

Mitja Gorenak

The following article examines different educational systems for tour guides in Slovenia as well as abroad. Based on the survey carried out among tour guides and tours managers in Slovenia their opinion on the usefulness of knowledge gained in the process, their viewpoint on the current form of education and the level of difficulty of obtaining a license for a tour guide or tour manager was investigated. In addition, their viewpoint on proposed new contents and forms of education was examined. Finally, a two-way system of education for tour guides, i.e. professional tour guides and part-time tour guides and tour managers, was proposed. Sažetak Članak istražuje različite obrazovne sustave za turističke vodiče u Sloveniji, kao i inozemstvu. Na temelju ankete provedene među vodičima i turističkim pratiteljima u Sloveniji istraživali smo njihovo mišljenje o korisnosti znanja stečena u procesu, njihova gledišta o trenutnom obliku obrazovanja i razinu težine dobivanja dozvole za vodiča il...

Drawing upon the theoretical perspectives from activity competency model and prior tourism literature, this study proposes a conceptual framework to explain the impacts of professional competencies on service quality and tourist satisfaction. Empirical data were gathered from a large-scale online survey with 345 experienced group package tour (GPT) tourists to test the proposed hypotheses and research model. The proposed conceptual framework was validated using the partial least squares (PLS) technique. The empirical results indicate that tour guides' professional competencies significantly impact on service quality and tourist satisfaction. The results also show that tour guides' service quality positively influences tourist satisfaction. The findings provide insight into practical implications for the competence development of tour guides and proffer instrumental contributions to help travel 2 agencies strengthen tour guides' professional competences for effectively enhancing service quality of tour guiding and improving tourist satisfaction.

RELATED PAPERS

JAMES YAW OSEI OWUSU

dominique DAGBELOU

Elizabeta Stojkovik

nadja nitsche

International Journal of Geographical Information Science

Max Egenhofer

International Journal of Electronics & Communication Technology

Molecular & Cellular Proteomics

Rodrigo Barderas

hrcak.srce.hr

Milenko Milović

International Journal of Innovative Science and Research Technology

Sohaib Zafar

Mohsen Rahimi

Frankline M. Onchiri

Andi Zabitah Pebriani Hasmir

Sonja Podgorelec

Engineering Structures

Mosleh Tohidi

Elisandro Schultz Wittizorecki

Josephine Sapienza

Steve Prince

Journal of Business Research-Turk

The Pan African medical journal

YAKUP TÜRKEL

RELATED TOPICS

  •   We're Hiring!
  •   Help Center
  • Find new research papers in:
  • Health Sciences
  • Earth Sciences
  • Cognitive Science
  • Mathematics
  • Computer Science
  • Academia ©2024

Rooted: A storytelling platform at the intersection of sustainable travel, environmental conservation, and community-based advocacy efforts

  • Service Providers + Destinations
  • Content Creators
  • Collaborations + Partnerships
  • What is Rooted?
  • Rooted’s Founder

A man looking through binoculars

Tour guides provide the final piece of context in the trip narrative. | Photo by Ron Lach from Pexels

Environmental Issues

January 4, 2022

Why Tour Guides are Frontline Ambassadors in Tourism’s Fight Against the Climate Crisis

In October 2019, I had the privilege of interviewing Dr. Alex Brylske, founder and president of Ocean Education International, for an article about best practices for tour operators offering marine activities. Knowing very little about the topic, my questions were intended to draw out action items for tour operators working in marine environments. In shaping this article in my head prior to our conversation, I knew that I wanted to leave readers with something they could implement in their business practices right away. Brylske, a seasoned educator, was patient with my questions, but challenged me to think beyond action items — and to think beyond the boat. 

As I re-listened to our interview and began putting together this particular article, a few key pieces of insight stood out to me. 

First, marine environments don’t end at the water’s edge. They also include coastal communities and the people who live in them. Marine environments — like any kind of environment — are fluid and complicated ecosystems. Working within them requires listening to and learning from Indigenous wisdom and current residents. It also requires supporting and participating in local research and initiatives. These coastal communities provide important cultural and historical context.

When interacting with travelers, Brylske pointed out tour operators need to explain and emphasize the landscape’s holistic nature. Just as the marine environment itself doesn’t end at the water’s edge, no single water-based plant or animal exists in isolation. It is part of a much bigger and complex ecosystem. Guides working in these environments, in particular, are well versed in the intricacies of how marine life is integrated into this larger circle of life. Yet, many don’t take advantage of the opportunity to connect their in-depth knowledge and experience with the questions and curiosity surfaced by a captive audience of travelers. 

The climate crisis can feel overwhelming. Creating content about it doesn’t have to be.  Download Navigating the Climate Crisis: A Guide for Content Creators , a 30-page guide on how to incorporate information about the climate crisis in travel-related storytelling.

In the published article , I wrote that “in a pleasant, recreational environment, any question is an opportunity to explain ecological concepts, what problems exist in marine ecosystems, and what travelers can do to address them.” Guides can answer a simple question about a particular fish or type of coral with a simple answer. Or, they can go one step further and offer additional context about the greater marine ecosystem, opening the door for important conversations related to biodiversity challenges, conservation efforts, and climate change.

For me, this was the clincher of the conversation: “The guide is a critical link in making sure clients not only enjoy the experience and feel safe but they are connected,” Brylske said. “By making that connection and taking a half step more, you can actually turn their interest into advocacy. … This creates stewards out of people who go back home and do something about what they’ve experienced.”

The New Era of Tourism

The tourism industry is on the brink of a new era — one in which it can no longer deny that the climate crisis is a key component in how offerings are created, packaged, communicated, and delivered to travelers. After decades of operating as if the climate was some other industry’s problem to solve, the tourism industry is forced to acknowledge the elephant in the room: Not only does tourism operate in a world that is facing a dire climate emergency, but it also contributes to the climate crisis, especially when people fly . While the tourism industry is still reeling from the fallout of the COVID-19 pandemic , it must also grapple with the reality brought on by climate change.

Regardless of what the “new” industry looks like coming out of the pandemic, the role tour guides and service providers play in travel experiences is of the utmost importance in representing the natural and cultural environments in which they work. In fact, not only will they be charged with ensuring travelers enjoy their holidays safely, but they’ll need to do this against a backdrop defined by a rapidly changing natural landscape and the ripple effects of severe weather caused by the climate crisis.

People are not ignorant to this reality: 64% of the world’s population believe climate change is a global emergency. Continuing to offer travel experiences as if this isn’t the current state of affairs is foolishly ignorant at best and downright disingenuous and dangerous at its worst.

Tour Guides as Environmental Ambassadors

Every professional and every role in the tourism industry must consider the climate crisis. From itinerary development and supplier relationships to marketing and finances, carbon reduction and climate impact are never far from mind.

But when it comes to interacting with travelers face-to-face, it’s tour guides who are the true environmental stewards, frontline ambassadors, and climate action changemakers in the tourism industry.

Living Local with a Global Reach

Tour guides stand in a privileged spot in the tourism supply chain. They are locals living in the places in which outsiders are eager to spend time. They speak the local language and know the local slang. They are familiar with recent news events, environmental issues, and cultural traditions. They’ve seen how the destination has been impacted by climate change over the years — for better or for worse.

In the tourism context, tour guides are the conduit through which travelers experience and interpret a destination. Without context of a destination, travelers’ frame of reference is built on the stories tour guides tell (and the way they tell those stories), the reactions they show, the interactions they have, and the care and compassion they demonstrate for a destination.

So while they are very much “local,” tour guides’ stories and interactions frame the way global travelers interpret their experiences.

Built-in Rapport

Regardless of whether guides offer single- or multiple-day tours, they have the capacity to establish deep rapport with travelers. Travelers put their trust in guides. They’ve paid for this experience and trust guides to be knowledgeable. For their part, local tour guides have a vested interest in telling stories honestly and from the heart. This gives them credibility.

This is one of the reasons tour guides should be encouraged to go “off script” and share stories from their own personal perspective. They have fond memories of hiking with their scouting troops on the same trekking paths where they guide their clients, for example. But, they can also tell when the countryside hasn’t received enough rain, when the mountain lakes have become polluted, and how much tree cover has vanished as a result of wildfires. 

This deep and intimate knowledge about the local landscape and people provides important, ongoing context for travelers. And over the course of many days (or even a couple hours) spent together, service providers develop a level of rapport that no one else on the trip can offer. Sharing time and swapping stories — and engaging with travelers by asking them about their related personal experiences tied to climate change — is a catalyst for ongoing behavior change on behalf of travelers. 

These seemingly insignificant moments offer a perspective that is powerful in helping travelers shape the narrative they’ll take home with them. 

An Exercise in Anticipation

One of the key features of impactful storytelling is intentionality. Going back to Brylske’s example of marine environments, every dive instructor knows that, in marine environments, travelers inevitably ask about fish identification. It’s up to guides to anticipate those questions and then take the opportunity to share additional information that offers important context.

The climate crisis is woven into all aspects of our ecosystem. Tour guides know when and how to bring these topics into conversations in natural, engaging ways that can help people shape their understanding and change their perspectives . They just need to be intentional with their communication to highlight climate-related issues. For companies like Carbon EcoTrip that build climate action into their itineraries, these conversations surface more naturally. 

But guides on every trip can anticipate how experiences will unfold. They need to use travelers’ questions to nudge that door of curiosity open. Provide answers, but also provide additional relevant context and information. 

These are the moments when fun experiences can lead to behavior change. These are the opportunities when passive travelers become engaged global citizens concerned with the climate crisis. And this is when tourism evolves from a source of destruction to a vehicle supporting meaningful and positive climate action.

The Final Link in the Narrative

Before travelers ever leave home, they are inundated with huge amounts of messaging in the form of social media posts, web content, and pre-trip literature. If any of this communication is about how your company or destination is committed to carbon reduction, sustainability, or other climate actions, that begins to shape a story for travelers. It primes their expectations about what they can anticipate seeing and experiencing once they’ve arrived on the ground for a tour.

Here’s the kicker: Does the story travelers receive during the customer journey carry over into the traveler journey ? It should. Otherwise, what you mean to communicate and what is actually interpreted by travelers may cause friction and call your sustainability story into question.

Tour guides are the final link of that narrative. What they say and emphasize — or what they don’t say at all — reinforces the story you intend to share. It is promising to see tour companies like Global Family Travels intentionally create trips that address the climate crisis. These experiences are specifically designed to highlight how a warming planet impacts every aspect of the destinations people want to visit, and travelers signing up for these trips expect to have conversations about the climate crisis.

But even companies that don’t build in this intentionality should consider what message travelers are left with when they finish a tour. Have they blissfully wandered through a destination free from the climate challenges the world faces? Or have they been trusted to hold the complexity of appreciating a place while also grappling with the impact the climate crisis has on it?

This is Reality

Climate change is not a passing fad. As people wake up to the deep injustices exacerbated by a warming planet, the tourism industry has no choice but to acknowledge the same. Tour guides are the key people in this sprawling ecosystem who can unlock tourism’s full potential in addressing this challenge head on.

With a thoughtfully designed itinerary, rapport built with travelers, and a willingness to engage about complicated issues, local tour guides serve as the essential link between a destination’s natural and cultural context and the story travelers will remember, share, and act upon once they return home.

About the author

JoAnna Haugen is an award-winning writer, speaker, consultant, and solutions advocate. She is also the founder of Rooted, a solutions platform at the intersection of sustainability, storytelling, and social impact. Hire her as a consultant or to speak at your next event.

Related posts

Collaboration among destinations is essential for a sustainable future of tourism, 4 pillars of harmful travel-related storytelling, “no” is an acceptable answer – even in hospitality and tourism, leave a reply.

Your email address will not be published. Required fields are marked

Save my name, email, and website in this browser for the next time I comment.

issues in tour guiding

Don't Miss Out!

Biweekly newsletter highlights:

  • Latest Rooted articles and favorites from the archives.
  • Creative solutions addressing tourism's challenges.
  • Actionable storytelling and sustainable travel tips.
  • First-to-know details on learning opportunities.
  • Updates and discounts on relevant products, services, and resources.
  • Opportunities for highlighting your stories.

IMAGES

  1. (PDF) Tour guiding research: Insights, issues, and implications

    issues in tour guiding

  2. Tour Guiding Research: Insights, Issues and Implications (Aspects of

    issues in tour guiding

  3. TOUR GUIDING: INTERPRETING THE CHALLENGES

    issues in tour guiding

  4. PPT

    issues in tour guiding

  5. PPT

    issues in tour guiding

  6. PPT

    issues in tour guiding

COMMENTS

  1. Case study on tour guiding: professionalism, issues and problems

    Tour guiding issues were identified through an extensive series of in-depth and focus group interviews. Based on the findings, a set of recommendations was formulated. A key recommendation includes the establishment of a monitoring system to ensure high standards of service performance by the tour guides.

  2. 21: Challenges faced by tour guides

    Further to these, another disadvantage is that tour guiding as an NI technique relies on the availability of trained and knowledgeable guides, which may be limited at some destinations...

  3. The changing face of the tour guide: one-way communicator to

    Domain 1: brokering physical access Domain 2: brokering encounters Domain 3: brokering understanding Domain 4: brokering empathy Trends and implications for tour guiding Implications and responses by the guided tour industry The guide as co-creator The changing nature of tour guide communication: a typology Conclusions Acknowledgements

  4. A Guide to Preparing Tour Guides for Challenging Situations

    Understanding The Nuances of Cultural Differences Interacting with people from all over the world and learning about different cultures is one of the main attractions of working in the tourism industry. However, lack of knowledge about your guests' culture can cause potential offence and lead to serious issues with customer satisfaction.

  5. Tour Guiding Research: Insights, Issues and Implications

    ... Therefore, the focus of tour guide interpretation needs to be clarified for different types of tourism destinations. The ultimate goal of tour guide interpretation is to enhance...

  6. PDF Challenges Facing Tour Guide Profession and their Impacts on the

    Historically, the tour guide profession can be considered one of the oldest professions, as tour guides have been around for two and a half thousand years. Today, tour guides have become one of the most significant elements of tourism industry's success (Rabotic, 2010).Tour guides inform, interpret, educate, interact and communicate

  7. Tour Guiding Research

    At the end of each thematic chapter, the authors share their insight about the implications of the relevant chapter for research and for tour guiding practice. This aspect of the book contributes to making Tour Guiding Research: Insights, Issues and Implications a permanent reference for researchers who aim to delve into area of tour guiding.

  8. Tour guiding research: insights, issues and implications

    Some guides are undereducated, un-trained, poorly paid part-timers, while others are highly specialized, prestigious, advanc... Tour guiding research: insights, issues and implications: Journal of Policy Research in Tourism, Leisure and Events: Vol 8, No 1

  9. Tour guiding research: Insights, issues, and implications

    Tour guiding issues were identified through an extensive series of in-depth and focus group interviews. Based on the findings, a set of recommendations was formulated. A key recommendation includes the establishment of a monitoring system to ensure high standards of service performance by the tour guides. It is recognised that the experiences ...

  10. Tour Guiding Research : Insights, Issues and Implications

    It explores how tour guiding theory and practice has evolved over time and what factors have contributed to this. The volume consolidates, synthesises and adds to the knowledge base and foreshadows how current and future trends and issues might impact on tour guiding research and practice in the 21st century.

  11. Tour Guiding Research : Insights, Issues and Implications

    This book provides an authoritative, state-of-the-art review of tour guiding scholarship and research. It aims to foster best practice and to stimulate further study and research on tour guiding across a range of disciplines. The book is well-illustrated and its accessible style with chapter summaries makes it ideal for students as well as researchers.

  12. Impacts of COVID-19 on local tour guides

    The COVID-19 health crisis has severely affected the tourism industry worldwide. Some subsectors of the industry have suffered much more than others, particularly the tour guiding profession, which has been damaged considerably. The primary role of the tour guide, which is to interact with visitors' face-to-face, has changed significantly.

  13. Case study on tour guiding: Professionalism, issues and problems

    Tour guiding issues were identified through an extensive series of in-depth and focus group interviews. Based on the findings, a set of recommendations was formulated. A key recommendation...

  14. Tour Guiding Research: Insights, Issues and Implications

    1. The Historical and Political Context and Scope of Tour Guiding Research 2. The Multiple and Complex Roles of the Tour Guide 3. Tour Guides as Interpreters, Storytellers and Intercultural Communicators 4. The Contributions of Tour Guiding to Sustainability 5. Visitor Expectations of and Satisfaction with Tour Guides and Guiding Services 6. Improving Tour Guide Performance through Training ...

  15. Tour guiding in Zimbabwe: Key issues and challenges

    Although it is widely documented that tour guides can make or break a tour, there is limited research around the key issues and challenges facing the tour guiding profession, globally. Against this backdrop, this study brings to the fore the key issues and challenges facing Zimbabwe's tour guiding profession. Data for this study was collected ...

  16. The 6 most common tour guide mistakes

    1. Not delivering what was promised You promise one thing and you deliver another; different stops, different guide and unannounced changes are the top reasons for guests' dissatisfaction on...

  17. Case study on tour guiding : professionalism, issues and problems

    TL;DR: In this paper, a study examines the nature of tour guiding in Hong Kong, assessing the existing level of professional service standards, and identifying issues and challenges facing the profession in the 21st century. View 20 related papers. About: This article is published in Tourism Management.The article was published on 2001-10-01.

  18. RESEARCH TITLE: Struggles and Challenges Faced by a Local Tour Guide

    Tour guiding issues were identified through an extensive series of in-depth and focus group interviews. Based on the findings, a set of recommendations was formulated. A key recommendation includes the establishment of a monitoring system to ensure high standards of service performance by the tour guides. It is recognised that the experiences ...

  19. PDF TOUR GUIDING: INTERPRETING THE CHALLENGES

    unjust as well as challenging. Ang (1990) therefore points out that tour guides are „buffers‟ between the tourist and the site visited. There are very few studies about the professional status and issues faced by tour guiding profession that have been reported in the English-based literature (Holloway, 1981; Ap and Wong, 2001). Zhang and Chow

  20. 13 Tips To Be a Better Tour Guide

    Being a tour guide is a fun, exciting, and rewarding job. ... Successful tour guides enjoy working with people, are excellent storytellers, and solve problems independently. Tour guides have to manage multiple responsibilities throughout their day, including: Greeting visitors and interacting with them before the start of the tour;

  21. Case study on tour guiding: Professionalism, issues and problems

    The issues identified are classified into six categories: unhealthy business practices of outbound travel agencies in China, immaturity of the Chinese tourism market, exploitative measures by inbound tour operators, human resource issues, role conflict, and service quality assurance mechanism.

  22. Why Tour Guides are Frontline Ambassadors in Tourism's Fight Against

    Tour guides stand in a privileged spot in the tourism supply chain. They are locals living in the places in which outsiders are eager to spend time. They speak the local language and know the local slang. They are familiar with recent news events, environmental issues, and cultural traditions. They've seen how the destination has been ...

  23. Five Challenges Faced by Tour Guides: Repetition, Handling ...

    Five Challenges Faced by Tour Guides: Repetition, Handling Diverse Tourists, Lack of Respect, Competition, and Income Instability | PDF | Communication | Business "5 Challenges Faced by a Tour Guide" - Read online for free.