Communication for Tourism — Tour Guiding Flashcards
(7 cards)
involves travel for recreation, leisure, or business. It drives demand for goods and services, contributing significantly to the economy and employment. Because tourism is highly perishable, effective promotion is crucial to sustain the industry—where tour guides play a vital role.
Tourism
Inform, remind, and advise tourists
Promote and persuade interest in sites and experiences
Clarify details or instructions
Build rapport and relationships with tourists
Gather feedback for continuous improvement
Communicative Goals in Tour Guiding
Keep a notepad and pen handy.
Answer calls promptly (within 2-3 rings).
Greet the caller, introduce yourself and your business.
Ask how you can assist.
Listen carefully and take complete notes.
Express appreciation for the inquiry.
Receiving Phone Calls
Plan the time allocated for each site and activity.
Systematize the tour to avoid unnecessary delays.
Include detailed info on times, places, and activities.
Preparing an Itinerary
Deliver commentary during the tour (e.g., on the bus).
Include descriptions, history, trivia, anecdotes, and relevant facts.
Use timing wisely—don’t overwhelm tourists.
Keep the tone light and suitable for leisure.
Adjust pace to the vehicle speed and group needs.
Extend commentary if appropriate, adding humor and personal positive comments.
Avoid reading verbatim; be natural and professional.
Giving a Tour Commentary
Acknowledge the tourist’s right to complain.
Show empathy and listen carefully to understand their concerns.
Respond promptly and act on the complaint.
Offer alternative solutions or plans.
Follow up to ensure the solution was effective.
Handling Complaints: Communication Techniques
Travel isn’t always pretty. It isn’t always comfortable. Sometimes it hurts, it even breaks your heart. But that’s okay. The journey changes you; it should change you.”
Inspirational Quote by Anthony Bourdain
