TOUR GUIDING and prepared to answers questions.

• Tour Guiding is one of the most promising profession and

• Places of interest, stopovers, security and health
high-paying yet challenging profession in the tourism industry.
services, etc.

TOUR GUIDING
TOUR GUIDE
• Tour guiding service means tour guides’ reception services on
• A tour guide is a basic component of a tour package.
behalf of the appointed travel and tour agency to receive or
accompany tourist in their process of travel or sight-seeing
TOUR GUIDE
according to the contract of the tour party.
• A tour guide must develop certain skills and acquire specific

TOUR GUIDING knowledge

• Tour guide service is the core and linkage of tour reception

service as well as an important part of the whole tour service TOUR GUIDE

product purchased by the tourist. • A tour guide is one who escorts visitor or people in organized
tour to various places of interest while providing assistance and

TOUR GUIDE information for a safe, comfortable and entertaining or

• A tour guide renders personal assistance to a guest or tourist appropriate tour experience.

from the beginning up to the end of the tour.

TYPES OF TOUR
• It is a “make or break”

• Service-oriented –DAILY RUN TOUR is a tour conducted regularly

TOUR GUIDE TYPES OF TOUR

• A tour guide should be equipped with relevant information

– SPECIALLY ARRANGED TOUR is a tour arranged based on
that can be shared with the tourists.
the specific needs of the tourists.

• A tour guide must know everything about the tour/itinerary

TYPES OF TOUR
– SEAT-IN COACH is a tour participated by different tour
members with varied pick up points but going to the same
destination.
TYPES OF TOUR
–WALKING TOUR is a type of tour that does a lot of walking in
order to see the different aspects of the tour.
TYPES OF TOUR
– PLANT TOUR/COMPANY VISIT is conducted normally with
students visiting an actual site plant. Lectures are given by in-
house speakers and actual tour of the different areas of the
company is included
TYPES OF TOUR
– ECO TOUR is a tour to the different ecology sites with
emphasis on the preservation of the environment
TYPES OF TOUR
– PILGRIMAGE TOUR is a visit to religious and worship places
like churches and mission houses
TYPES OF TOUR
–OTHER SPECIALIZED TOUR is a tour conducted for a
specific type or purpose or special interest.
TYPES OF TOUR GUIDE
–ON-SITE GUIDE conducts tours of one or several hours at a
specific place, site or building.
TYPES OF TOUR GUIDE
–DOCENTS are volunteer guides normally in the small
museum and often work for free.
TYPES OF TOUR GUIDE
– CITY GUIDE points and comments on the highlights of a city,
usually from a motor coach, minibus or van, but does
sometimes as part of a walking tour.
TYPES OF TOUR GUIDE
–DRIVER-GUIDE is a city guide does double duty by driving
the vehicle while narrating
TYPES OF TOUR GUIDE
– PERSONAL / PRIVATE GUIDE whose services may be
available at a reasonable price, take a small number of
individuals on their own exclusive tour
TYPES OF TOUR GUIDE
– SPECIALIZED GUIDE is someone whose expertise or skills
are highly unique.
TYPES OF TOUR GUIDE
– STEP-ON GUIDE OR FREELANCE SPECIALISTS who
come aboard motor coaches to give an informed overview of
the city to be toured.
TYPES OF TOUR GUIDE
– LOCAL GUIDE is a person competent enough to give
information on a certain area or locality.
TYPES OF TOUR GUIDE
– SPECIALIST GUIDE is a person who specializes in a certain
field
TYPES OF TOUR GUIDE
– LINGUIST GUIDE is a person fluent in two or more foreign
languages
TYPES OF TOUR GUIDE
– STAFF GUIDE is a person permanently connected with a
travel agency, paid on a monthly basis.
TYPES OF TOUR GUIDE
– FREELANCE GUIDE is person who is not permanently
connected with a travel agency paid per trip
TYPES OF TOUR GUIDE
– INDIGENOUS GUIDE is a guide with a native or aboriginal
background with a deep understanding of their culture
TYPES OF TOUR GUIDE
–NATURE-BASED OR ECO-TOUR GUIDE is a guide who is a
specialist in environmental knowledge.
 HISTORY OF TOUR GUIDING
TYPES OF TOUR GUIDE
• Tour guides were referred to as “pathfinders”, “bear leaders”.
–Naturalist guide is an expert on natural attractions. “proxemos” and “cicerones”

• The guides of the Grand Tours were the most esteemed

TYPES OF TOUR GUIDE
guides in European Society, entrusted with representing
their region and its history and educating the young men
– Cruise Ship Guide is a cruise ship personnel in charge of
of British aristocracy.
guiding onboard guests to tour various departments of the
vessel.
HISTORY OF TOUR GUIDING

TYPES OF TOUR GUIDE

• The first tour operator went into business in England in 1758,
and is still in business today.
– Tour Escort accompanying tourists from the point of origin to
the point of destinations and return to point of origin acting as
• In Europe, pleasure travel started in earnest during the
coordinators of the tour activities for a specified number of days
1840s, when Thomas Cook began conducting tours to Paris
stated in the tour package.
and later around Europe.

HISTORY OF TOUR GUIDING

HISTORY OF TOUR GUIDING
Tour guiding is the world’s oldest profession.

• By the 1850s, railroad tours were already in operation.

• Guiding is one of the oldest professions of the world from
Modern tour operators – companies that organize group tours
Roman Empire to the Middle Ages, throughout the
and independent travel packages — date back to the mid
Renaissance and into the modern age.
nineteenth century, and most likely have their roots as ticket
agents for steamship lines and railroads.
HISTORY OF TOUR GUIDING DUTIES AND RESPONSIBILITIES OF A TOUR GUIDE

1. Provide the guests information, which is a product of

• In addition to selling passage, the agents were eventually
called upon to develop itineraries and secure accommodations
for their wealthy clients.
• Out of this grew the organized business of selling planned
tours to groups of travelers.
research. Explain it fairly without prejudice.
2. Avoid opinionated commentaries by making negative,
and insulting remarks that will embarrass the
country, the people, their culture, and traditions.

3. Ensure factual presentation of information, distinguish true

HISTORY OF TOUR GUIDING
stories, legends, traditions, rituals and opinions.

• Through the 1930s tour wholesaling continued to grow, but 4. Act fairly and reasonably in all dealings with colleagues,
that happened slowly, since comfortable and affordable means suppliers and co-workers in the tourism industry.
of passenger transportation were not widespread, and travel
5. Always act with tact and diplomacy in dealing with guests.
was costly.
• The post-World War II period, beginning with the late 1940s 6. Never take advantage of the ignorance of guests, who rely
and early 1950s, marked a dramatic turning point for the tour on the information you are sharing with them.
operator industry.
7. Be prepared to attend to the guests’ needs and make sure
HISTORY OF TOUR GUIDING
that their visit will be a god memory to keep.
• The introduction of modern long-range commercial aircraft
and the development of the interstate highway system both 8. Ensure guest is safe all the time.
opened long distance travel to millions of middle-class
9. Protect the reputation of the tourism industry in the country
travelers.
10. Act as a representative of the country and the people.
• The growth of low-cost airlines, increased access to
airports, and the ability to travel more cheaply, and the
travel bug sent millions of people all over the planet.
PPT 2 – pointing directions

TOUR GUIDING – Facial expressions

ELEMENTS OF TOUR GUIDING TOUR GUIDING TECHNIQUES

• MASTERY OF INFORMATION • REPORTING TIME

– Stock knowledge through research, interaction and self- Always report at least 30 minutes before the tour’s departure
study to:

– Dates, chronology of events, historical characters and Check the vehicle, equipment and brief the driver Assemble
figures the tourists

ELEMENTS OF TOUR GUIDING Have time to make last-minute adjustments

• RAPPORT WITH TOURISTS TOUR GUIDING TECHNIQUES

– stir up the interest of the tourists • BOARDING

– draw out positive responses and appropriate questions – Position in a strategic location “give an appropriate
greeting” and count heads
– Face to face and eye to eye contact
TOUR GUIDING TECHNIQUES
– Proper way of asking and answering questions – Polite way
of calling attention • COMMENTARIES

ELEMENTS OF TOUR GUIDING – REQUIRED – includes introduction, brief description of

day’s tour, designated stops and points of interests
• COMMUNICATION SKILLS
en route.
– Mastery of language or languages
– INFORMATIVE – facts and figures on sites and sights en
– Tone and quality of voice, overall projection route and walking tours

– Body language and descriptive and directional gesture – REQUESTED – answers to questions
– OPTIONAL – jokes, wit, humor, legends and trivias – Be neutral in discussions

TOUR GUIDING TECHNIQUES – Never use the words: “I think, I guess, probably”

• TOURING – It is better to say “I don’t know – but will find out”

– Give the appropriate commentary when the sight is visible DO’S AND DON’T’S
to everyone
• AVOID MEMORIZING COMMENTARIES
TOUR GUIDING TECHNIQUES
– Develop enthusiasm for study and research
• STOPOVERS
– Know important information and data by heart
– Always supervise disembarking. Gather before providing
– Select materials carefully (interesting, unusual, amusing,
the appropriate commentary on-site. Allow time for
appropriate)
picture-taking and other activities, such as use of rest
room and shopping. Supervise re-boarding and – Adapt level of commentaries to the client’s level
always count heads.
DO’S AND DON’T’S
TOUR GUIDING TECHNIQUES
• BE HONEST AND SINCERE
• END OF TOUR
– Encourage trust and confidence – Show genuine interest in
– Before disembarkation, give reminders for the next people
activities/movement and a thank you speech. Check
DO’S AND DON’T’S
seats on the bus to check things that may have been
left behind. • BE POSITIVE AND PATRIOTIC

DO’S AND DON’T’S – Emphasize the positive aspects of the commentaries

• AVOID GUESS WORK – Be tactful in giving negative commentaries

– Check and update all information all the time – Never – Love of country and people must be shown in words and
discuss religion and politics deeds
DO’S AND DON’T’S DO’S AND DON’T’S

• BE SENSITIVE IN THE OPERATING ENVIRONMENT • ESTABLISH RAPPORT WITH THE SUPPLIERS

– Properly react to the unusual – Use people skills to bring out cooperation from the
suppliers
– Be ready for the unforeseen
– Seek grounds of concern with your suppliers for the
– Decide on-the-spot, explain later
common good
DO’S AND DON’T’S
– Show genuine friendship with the suppliers
• ENCOURAGE RESPONSIBLE AND SENSITIVE
DO’S AND DON’T’S
BEHAVIOR FROM THE CLIENTS
• MAKE CHOICES
– Respect local sensitivities
– Keep the general welfare in mind – Follow the majority rule
– Behave with consideration of others
– Remember you cannot please everybody
– Obey rules that protect the physical and social environment
DO’S AND DON’T’S
DO’S AND DON’T’S
• NEVER INSINUATE OR ASK FOR TIPS – A tip earned is a
• ESTABLISH RAPPORT WITH THE CLIENTS – Use the
tip given
skills learned to interest and entertain – Seek
common ground – Understand that some are not accustomed to give tips

– Show genuine interest in people – A good, knowledgeable, skilled and professional tour guide
will always earn a tip
Guiding is a form of theater, acting and drama techniques are
used to provide wit and entertainment and draw the
clients’ attention. Responsive clients bring out the
best of a tour guide, and this is what makes tour
guiding special.
RULES OF TOUR GUIDING

• SMILE

– “Smile and the world smiles at you.” BENEFITS OF SMILE

– There is nothing in the world that refreshes more than a • A smile makes you more attractive
cheerful smile
• Smile change your mood
HOW OFTEN DO YOU SMILE?
• A smile can stimulate other people smile
• For a hospitality professional, smiling is a natural as Fish
• A smile can Reduce stress
swimming in the water. smiling is an instant energizer.
• A smile increases your immune system
HOW OFTEN DO YOU SMILE?
• Smile lower your blood pressure
• It makes you look approachable, friendly, relaxed,
BENEFITS OF SMILE
open and comfortable. Smiling also improves your voice
• a smile can lather your Face and make you look younger
quality by relaxing your throat muscles and it also
makes you look younger. • a smile makes you look successful

• a smile makes you stay positive

RULES OF TOUR GUIDING RULES OF TOUR GUIDING

• DRESS PROPERLY • STUDY THE CLIENTS

– Good grooming and a dress code should not only be – Seek common ground and interests. Establish healthy lines
applied in tour guiding, but in the daily life as well. In of communications
tourism, being properly dressed up is of utmost
RULES OF TOUR GUIDING
importance.
• PROTECT SUPPLIERS
• BE PATIENT
– Do not take sides. Always stay neutral. Find the root cause
• BE READY
of the problem and solve.
– What can go wrong will go wrong, think ahead and plan.
RULES OF TOUR GUIDING
• BE FRIENDLY AND COURTEOUS
• BE UNDERSTANDING, BUT FIRM
– No matter how upset or tired you may be, be courteous.

• BE CALM AND POSITIVE

– Make an effort to look for the positive side of things

• BE PREPARED

– Know the tour, itinerary and commentaries’ data and

information. If not sure, do research.
 – Tour guides, as manager, quickly in cases where the need
arises.
PPT 3
LEADERSHIP SKILLS
Tour Guiding Skills
• Tour guides are LEADERS.
Leadership Skills
– Tour guides does not only talk, but communicate and send
Communication
the message to the audience-tourists the way it has
Skills Language to be delivered and understood;

Proficiency Listening – Tour guides must have a good sense of authority in giving
information which is a product of research; •
Skills
Leadership Core Functions: FIEDLER
Research Skills
– The accomplishment of a task or attainment of a goal; –
Delivery Skills The strength of the group being led.

LEADERSHIP SKILLS COMMUNICATION SKILLS

• Tour guides are not only MANAGERS, they are also • Communication starts with an IDEA in the sender’s mind
LEADERS.
• Sender translates the idea into words, and it becomes a
– Tour guides manage the conduct of every tour from start to message
finish;
• The receiver then translates the message back into an idea.
– Tour guides take the initiative to an interactive way of
• When the receiver’s idea is the same as the sender’s idea,
guiding;
there is effective communication, and the process is
– Tour guides manage dealings with suppliers, taking care of completed.
the budget and financial aspect of the tour.
COMMUNICATION SKILLS COMMUNICATION SKILLS

VERBAL • Language Proficiency

• Content of the message – Avoid using highfalutin words, use simple and easy to
understand words
• Choice of words
– Try to get rid of regional accent
• Vocabulary
– Use synonyms to explain, to describe something
• Slang, colloquial, jargon
– Use nonverbal communication in various situation
• Accent
COMMUNICATION SKILLS
• Tone
Creating a Personal Platform Image
• Volume
• VOICE – RATE OF SPEECH
• Speed
– Volume is critical
• Pitch
– Speak audibly
NON-VERBAL
– Keep pacing or rate of speech quick than slow
• Facial expression
– Pitch and tones
• Body language
– Avoid vocal ticks, distractions and other mannerisms
• Eye contact

• Gestures

• Posture

• Body movements
COMMUNICATION SKILLS RESEARCH SKILLS

Creating a Personal Platform Image • EYE CONTACT • Tour commentaries are planned, structured and studied
information, carefully gathered through research.
– Look and sound sincere
• Information should be updated and relevant
• BODY LANGUAGE
DELIVERY SKILLS
– Good posture
• “What you say, but how you say it”
• YOUR AUDIENCE

LISTENING SKILLS

• TIPS FOR EFFECTIVE LISTENING

– Use attentive body language

– Learn how to use your “thinking time” effectively by paying

attention and focusing on what you see and hear

– Become an observer

– Listen with an open mind

– Do not jump to conclusions

 – Itinerary

PPT 4 – Expectations

COMMENTARY – Inclusions of the tour

• Tour guiding is public speaking, it requires guts to face • INFORMATIVE

people and talk about something of importance.
– All basic information about the whole tour
COMMENTARY
COMMENTARY
• Tour guides provides a commentary on the FEATURES and
• REQUESTED
HISTORY of the location
– Interactive guiding
– Short profile of the place
– Answering questions
– History
• OPTIONAL
– Origin of the name
– entertainment
– historical or legendary
GUEST ANALYSIS
– Basic facts
• Nationality and/or origin
COMMENTARY
• Demographic profile
• The effectiveness of a commentary requires audience
analysis and visitor expectation • Special interests

COMMENTARY • Duration of their visit

• REQUIRED • How much do they already know • Where else they have
been • Where else they are going
– Name of the tour guide, coach captain and the travel
agency or tour operator
EFFECTIVE COMMENTARY

• ACCURACY

– Information should be brief, concise and straightforward

and easy to understand

• RELEVANCE

– Select information based on the type of tourists, and the

area being discussed

• VARIED

– All areas of concern about the topic

• OBJECTIVE

STEPS IN DELIVERING A COMMENTARY

• Smile, greet and introduce

• Brief guests about the tour

• Review inclusions and exclusions • Give location, distance,

travel time • Expectations

• Comfort stops

• Necessary precautions

PPT 5
TOUR GUIDING
TOUR GUIDING AS A PROFESSION
• A tour guide has the self-assurance and tact of a diplomat,
the knowledge of a scholar, the performance skills of
an entertainer, and the organizational abilities of time
management expert.
• A tour guide travels the world for free and is paid to do so.
Mancini, Marc 2001
TOUR GUIDING AS A PROFESSION
• A tour guide has the self-assurance and tact of a diplomat,
the knowledge of a scholar, the performance skills of
an entertainer, and the organizational abilities of time
management expert.
• A tour guide travels the world for free and is paid to do so.
Mancini, Marc 2001
CHARACTERISTICS OF A TOUR GUIDE
• Confidence in handling people
• Capability to act as a leader
• Decision-making and problem-solving abilities
• Ability to tackle important responsibilities
CHARACTERISTICS OF A TOUR GUIDE
• A pleasing personality with proper grooming consciousness
• Wit and good communication skills
• Analytical mind-set and above-normal human perception
• Dedicated, sensible and not afraid to make decisions
QUALITIES OF AN IDEAL TOUR GUIDE
1. Enthusiasm
2. An outgoing and approachable nature 3. Self-confidence
4. A proactive nature
5. Sensitivity
6. Flexibility
7. Authenticity / genuineness / honest
8. A pleasant, professional appearance
QUALITIES OF AN IDEAL TOUR GUIDE THE TOUR GUIDING JOB

9. Sense of humor • Tour Guides usually perform many of the following tasks:

10. Knowledge • Describing places to people.

11. Excellent communication skills • Greeting tourists’ groups.

12. Organization • Providing safety devises.

13. Decisiveness • Escorting groups of people on cruises.

14. Good health • Providing directions to tourists.

15. Personal integrity THE TOUR GUIDING JOB

16. Charming • Skills

THE TOUR GUIDING JOB • • Being flexible and proactive.

• Tour Guides are responsible for helping people to visit • Having good presentation skills.
unfamiliar areas. They usually make special trips with
• Being enthusiastic and friendly.
groups of tourists in order to show them important
places of cities. Their work is very useful for visitors • Having good verbal communication skills.
who are for the first time in some areas, because
• Being able to interact with people from different
these professionals are very knowledgeable and
backgrounds.
provide valuable information to people.
THE TOUR GUIDING JOB
• Skills
• Having multiple language skills.
• Being able to work with a team.
• Having time management skills.
• Being able to retain historical facts.
• Having excellent knowledge about points of interest of
specific cities.
THE ROLE OF TOUR GUIDES
• The Tour Guide makes or breaks the Tour.
• Everything is useless in a tour without competent guides.
• No other factor in a tour is as important as an efficient guide
THE ROLE OF TOUR GUIDES
• The role of the tour guide varies, depending upon the
setting, the visitor, the purpose of the visit and the
guide himself
• One of the characteristics of a professional guide is the
ability to carry out a wide variety of duties and
functions simultaneously.
THE ROLE OF TOUR GUIDES
• WATCHDOG for the tour operator.
– Tour guides are to make sure that the services reserved by
the tour operator are those being provided by the
suppliers to the clients.
– Tour guides are the representative of the tour operator in
the field of operations
– The tour guide is the central figure in the field operations
and is responsible to the tour operator for any
unplanned failure of other suppliers to deliver
confirmed services
THE ROLE OF TOUR GUIDES
• Tour guides as GO-BETWEEN.
– The tour guides act as the link between the various
suppliers and coordinates the delivery of the services
from each.
THE ROLE OF TOUR GUIDES
• Tour guides as LECTURERS.
– Tours guides are to provide relevant and
interesting commentaries on sight seen and places visited
that are not only interesting and informative but also
entertaining.
 • The Educator

– A tour guide is NOT expected to know everything, but must – A tour guide strives to give information, impart values or
know SOMETHING about everything. benefits, and teach new skills.

THE ROLE OF TOUR GUIDES • The Public Relations

• Tour guides as TIMEKEEPERS. – Guides present a particular message of image to visitors.

– A tour guide makes sure that the services to be provided – Guides a to project a special image, political philosophy or
are delivered on time, within the schedules timeframe relay a prescribed message

• Tour guides as SHEPERD – Guides are called ambassadors as they create personal
connections between places and visitors.
– Tour guides look after the well-being of the people within
the tour while moving from one place to another. • The Host

• The Leader. – Guides as host plays many roles including companion,

mediator, advocate, entertainer, concierge,
• Leadership as a most important aspect of a guide’s
storyteller, etc.
responsibilities.
– Guides are to create an environment in which people will
• The main concern is the guide’s effectiveness with people
feel comfortable and enjoy.
and ability to lead groups rather than knowledge or
experience. – Humor in travel is both instructive and satisfying and the
ability to use it effectively is a sign of skilled
• Guides must have the willingness to assume responsibility,
communicator.
ability to organize and make wise decisions, strength to
respond to emergencies and skill to coordinate administrative • The Conduit (channel/link)
tasks simultaneously.
– Guides are to give emphasis on the importance of the
visitor, local culture and the travel experience