TOUR GUIDING • Places of interest, stopovers, security
and health services, etc.
• Tour Guiding is one of the most
promising profession and high-paying yet
challenging profession in the tourism
industry.
• Tour guiding service means tour guides’
reception services on behalf of the
appointed travel and tour agency to
receive or accompany tourist in their
process of travel or sight-seeing according
to the contract of the tour party.
• Tour guide service is the core and
linkage of tour reception service as well as
an important part of the whole tour
service product purchased by the tourist.
TOUR GUIDE
• A tour guide renders personal assistance
to a guest or tourist from the beginning up
to the end of the tour.
• It is a “make or break”
• Service-oriented
• A tour guide should be equipped with
relevant information that can be shared
with the tourists.
• A tour guide must know everything about
the tour/itinerary and prepared to
answers questions.
• A tour guide is a basic component of a
tour package.
• A tour guide must develop certain skills
and acquire specific knowledge• A tour
guide is one who escorts visitor or people
in organized tour to various places of
interest while providing assistance and
information for a safe, comfortable and
entertaining or appropriate tour
experience.
TYPES OF TOUR
1. DAILY RUN TOUR is a tour
conducted regularly
2. SPECIALLY ARRANGED TOUR is a
tour arranged based on the specific
needs of the tourists.
3. SEAT-IN COACH is a tour
participated by different tour
members with varied pick up points
but going to the same destination.
4. WALKING TOUR is a type of tour
that does a lot of walking in order
to see the different aspects of the
tour.
5. 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
6. ECO TOUR is a tour to the
different ecology sites with
emphasis on the preservation of
the environment
7. PILGRIMAGE TOUR is a visit to
religious and worship places like
churches and mission houses
8. OTHER SPECIALIZED TOUR is a
tour conducted for a specific type
or purpose or special interest.
TYPES OF TOUR GUIDE
1. ON-SITE GUIDE conducts tours of
one or several hours at a specific
place, site or building.
2. DOCENTS are volunteer guides
normally in the small museum and
often work for free.
3. 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.
4. DRIVER-GUIDE is a city guide
does double duty by driving the
vehicle while narrating
5. PERSONAL / PRIVATE GUIDE
whose services may be available at
a reasonable price, take a small
number of individuals on their own
exclusive tour
6. SPECIALIZED GUIDE is someone
whose expertise or skills are highly
unique.
7. STEP-ON GUIDE OR FREELANCE
SPECIALISTS who come aboard
motor coaches to give an informed
overview of the city to be toured.
8. LOCAL GUIDE is a person
competent enough to give
information on a certain area or
locality.
9. SPECIALIST GUIDE is a person
who specializes in a certain field
10. LINGUIST GUIDE is a person
fluent in two or more foreign
languages
11. STAFF GUIDE is a person
permanently connected with a
travel agency, paid on a monthly
basis.
12. FREELANCE GUIDE is person who
is not permanently connected with
a travel agency paid per trip
13. INDIGENOUS GUIDE is a guide
with a native or aboriginal
background with a deep
understanding of their culture
14. NATURE-BASED OR ECO-TOUR
GUIDE is a guide who is a
 specialist in environmental • The first tour operator went into
knowledge. business in England in 1758, and is still in
15. Naturalist guide is an expert on business today.
natural attractions.
• In Europe, pleasure travel started in
16. Cruise Ship Guide is a cruise ship
earnest during the 1840s, when Thomas
personnel in charge of guiding
Cook began conducting tours to Paris and
onboard guests to tour various
later around Europe.
departments of the vessel.
• By the 1850s, railroad tours were already
– Tour Escort accompanying tourists from
in operation. Modern tour operators –
the point of origin to the point of
companies that organize group tours and
destinations and return to point of origin
independent travel packages — date back
acting as coordinators of the tour
to the mid- nineteenth century, and most
activities for a specified number of days
likely have their roots as ticket agents for
stated in the tour package.
steamship lines and railroads.
HISTORY OF TOUR GUIDING
• In addition to selling passage, the agents
Tour guiding is the world’s oldest were eventually called upon to develop
profession. itineraries and secure accommodations
for their wealthy clients.
• Guiding is one of the oldest professions
of the world from Roman Empire to the • Through the 1930s tour wholesaling
Middle Ages, throughout the Renaissance continued to grow, but that happened
and into the modern age. slowly, since comfortable and affordable
means of passenger transportation were
• Tour guides were referred to as
not widespread, and travel was costly.
“pathfinders”, “bear leaders”. “proxemos”
and “cicerones” • The post-World War II period, beginning
with the late 1940s and early 1950s,
• The guides of the Grand Tours were the
marked a dramatic turning point for the
most esteemed guides in European
tour operator industry.
Society, entrusted with representing their
region and its history and educating the
young men of British aristocracy.
• The introduction of modern long-range
commercial aircraft and the development
of the interstate highway system both
opened long distance travel to millions of
middle class travelers.
• 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.
DUTIES AND RESPONSIBILITIES OF A
TOUR GUIDE
1. Provide the guests information, which is
a product of 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 stories,
legends, traditions, rituals and opinions.
4. Act fairly and reasonably in all dealings
with colleagues, suppliers and co-
workers in the tourism industry.
5. Always act with tact and diplomacy in
dealing with guests.
6. Never take advantage of the ignorance
of guests, who rely on the information
you are sharing with them.
7. Be prepared to attend to the guests’
needs and make sure that their visit will
be a god memory to keep.
8. Ensure guest is safe all the time.
9. Protect the reputation of the tourism
industry in the country
10. Act as a representative of the country
and the people.
ELEMENTS OF TOUR GUIDING
• MASTERY OF INFORMATION
– Stock knowledge through research,
interaction and self-study
– Dates, chronology of events, historical
characters and figures
• RAPPORT WITH TOURISTS
– stir up the interest of the tourists
– draw out positive responses and
appropriate questions
– Face to face and eye to eye contact
– Proper way of asking and answering
questions
– Polite way of calling attention
• COMMUNICATION SKILLS
– Mastery of language or languages
– Tone and quality of voice, overall
projection
– Body language and descriptive and
directional gesture – pointing directions
– Facial expressions
TOUR GUIDING TECHNIQUES
• REPORTING TIME
Always report at least 30 minutes before
the tour’s departure to:
-Check the vehicle, equipment and brief
the driver Assemble the tourists
-Have time to make last-minute
adjustments
• BOARDING
– Position in a strategic location “give an
appropriate greeting” and count heads
• COMMENTARIES
– REQUIRED – includes introduction, brief
description of day’s tour, designated stops
and points of interests en route.
– INFORMATIVE – facts and figures on
sites and sights en route and walking
tours
– REQUESTED – answers to questions
– OPTIONAL – jokes, wit, humor, legends
and trivias
• TOURING – Give the appropriate
commentary when the sight is visible to
everyone
• STOPOVERS – Always supervise
disembarking. Gather before providing the
appropriate commentary on-site. Allow
time for picture-taking and other
activities, such as use of rest room and
shopping. Supervise re-boarding and
always count heads.
• END OF TOUR – Before disembarkation,
give reminders for the next
activities/movement and a thank you
speech. Check seats on the bus to check
things that may have been left behind.
DO’S AND DON’T’S
• AVOID GUESS WORK
– Check and update all information all the
time
– Never discuss religion and politics
– Be neutral in discussions
– Never use the words: “I think, I guess,
probably”
– It is better to say “I don’t know – but will
find out”
• AVOID MEMORIZING COMMENTARIES
– Develop enthusiasm for study and
research
– Know important information and data by
heart
– Select materials carefully (interesting,
unusual, amusing, appropriate)
– Adapt level of commentaries to the
client’s level
• BE HONEST AND SINCERE
– Encourage trust and confidence – Show
genuine interest in people
• BE POSITIVE AND PATRIOTIC
– Emphasize the positive aspects of the
commentaries
– Be tactful in giving negative
commentaries
– Love of country and people must be
shown in words and deeds
• BE SENSITIVE IN THE OPERATING
ENVIRONMENT
– Properly react to the unusual
– Be ready for the unforeseen
– Decide on-the-spot, explain later
• ENCOURAGE RESPONSIBLE AND
SENSITIVE BEHAVIOR FROM THE
CLIENTS
– Respect local sensitivities
– Behave with consideration of others
– Obey rules that protect the physical and
social environment
• ESTABLISH RAPPORT WITH THE
CLIENTS
– Use the skills learned to interest and
entertain – Seek common ground
– Show genuine interest in people
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.
• ESTABLISH RAPPORT WITH THE
SUPPLIERS
– Use people skills to bring out
cooperation from the suppliers
– Seek grounds of concern with your
suppliers for the common good
– Show genuine friendship with the
suppliers
• MAKE CHOICES BENEFITS OF SMILE

– Keep the general welfare in mind • A smile makes you more attractive

– Follow the majority rule • Smile change your mood

– Remember you cannot please everubody • A smile can stimulate other people smile

• NEVER INSINUATE OR ASK FOR TIPS • A smile can reduce stress

– A tip earned is a tip given • A smile increases your immune system

– Understand that some are not • Smile lower your blood pressure
accustomed to give tips
• A smile can lather your face and make
– A good, knowledgeable, skilled and you look younger
professional tour guide will always earn a
• A smile makes you look successful
tip
• A smile makes you stay positive
RULES OF TOUR GUIDING
• DRESS PROPERLY – Good grooming and
• SMILE
a dress code should not only be applied in
– “Smile and the world smiles at you.” tour guiding, but in the daily life as well. In
tourism, being properly dressed up is of
– There is nothing in the world that
utmost importance.
refreshes more than a cheerful smile
• BE PATIENT
HOW OFTEN DO YOU SMILE?
• BE READY – What can go wrong will go
• For a hospitality professional, smiling is
wrong, think ahead and plan.
a natural as a fish swimming in the water.
Smiling is an instant energizer. • BE FRIENDLY AND COURTEOUS – No
matter how upset or tired you may be, be
• It makes you look approachable, friendly,
courteous.
relaxed, open and comfortable. Smiling
also improves your voice quality by • BE CALM AND POSITIVE – Make an
relaxing your throat muscles and it also effort to look for the positive side of things
makes you look younger.
• BE PREPARED – Know the tour, itinerary
and commentaries’ data and information.
If not sure, do research.
• STUDY THE CLIENTS – Seek common
ground and interests. Establish healthy
lines of communications
• PROTECT SUPPLIERS – Do not take
sides. Always stay neutral. Find the root
cause of the problem and solve.
• BE UNDERSTANDING, BUT FIRM
Tour Guiding Skills
LEADERSHIP SKILLS
• Tour guides are not only MANAGERS,
they are also LEADERS.
– Tour guides manage the conduct of
every tour from start to finish;
– Tour guides take the initiative to an
interactive way of guiding;
– Tour guides manage dealings with
suppliers, taking care of the budget and
financial aspect of the tour.
– Tour guides, as manager, quickly in
cases where the need arises.
• Tour guides are LEADERS.
– Tour guides does not only talk, but
communicate and send the message to
the audience-tourists the way it has to be
delivered and understood;
– Tour guides must have a good sense of
authority in giving information which is a
product of research;
• Leadership Core Functions: FIEDLER
– The accomplishment of a task or
attainment of a goal; – The strength of the
group being led.
COMMUNICATION SKILLS
• Communication starts with an IDEA in
the sender’s mind
• Sender translates the idea into words,
and it becomes a message
• The receiver then translates the
message back into an idea.
• When the receiver’s idea is the same as
the sender’s idea, there is effective
communication, and the process is
completed.
COMMUNICATION SKILLS
VERBAL
• Content of the message
• Choice of words
• Vocabulary
• Slang, colloquial, jargon
• Accent – Speak audibly

• Tone – Keep pacing or rate of speech quick

than slow
• Volume
– Pitch and tones
• Speed
– Avoid vocal ticks, distractions and other
• Pitch
mannerisms
NON VERBAL
• EYE CONTACT
• Facial expression
– Look and sound sincere
• Body language
• BODY LANGUAGE – Good posture
• Eye contact
• YOUR AUDIENCE
• Gestures
LISTENING SKILLS
• Posture
• TIPS FOR EFFECTIVE LISTENING
• Body movements
– Use attentive body language
• Language Proficiency
– Learn how to use your “thinking time”
– Avoid using highfalutin words, use effectively by paying attention and
simple and easy to understand words focusing on what you see and hear

– Try to get rid of regional accent – Become an observer

– Use synonyms to explain, to describe – Listen with an open mind

something
– Do not jump to conclusions
– Use non verbal communication in
RESEARCH SKILLS
various situation
• Tour commentaries are planned,
COMMUNICATION SKILLS
structured and studied information,
Creating a Personal Platform Image carefully gathered through research.

• VOICE – RATE OF SPEECH • Information should be updated and

– Volume is critical relevant

 DELIVERY SKILLS – All basic information about the whole
tour
• “What you say, but how you say it”
• REQUESTED
COMMENTARY
– Interactive guiding
• Tour guiding is public speaking, it
requires guts to face people and talk – Answering questions
about something of importance.
• OPTIONAL
COMMENTARY
– entertainment
• Tour guides provides a commentary on
GUEST ANALYSIS
the FEATURES and HISTORY of the
location • Nationality and/or origin

– Short profile of the place • Demographic profile

– History • Special interests

– Origin of the name – historical or • Duration of their visit

legendary – Basic facts • How much do they already know

• The effectiveness of a commentary • Where else they have been

requires audience analysis and visitor
• Where else they are going
expectation
EFFECTIVE COMMENTARY
COMMENTARY
• ACCURACY – Information should be
• REQUIRED
brief, concise and straightforward and
– Name of the tour guide, coach captain easy to understand
and the travel agency or tour operator
• RELEVANCE– Select information based
– Itinerary on the type of tourists, and the area being

– Expectations discussed

– Inclusions of the tour • VARIED – All areas of concern about the

topic
• INFORMATIVE
• OBJECTIVE
STEPS IN DELIVERING A COMMENTARY • Wit and good communication skills

• Smile, greet and introduce • Analytical mind-set and above-normal

human perception
• Brief guests about the tour
• Dedicated, sensible and not afraid to
• Review inclusions and exclusions
make decisions
• Give location, distance, travel time
QUALITIES OF AN IDEAL TOUR GUIDE
• Expectations
1. Enthusiasm
• Comfort stops
2. An outgoing and approachable nature
• Necessary precautions
3. Self-confidence
TOUR GUIDING AS A PROFESSION
4. A proactive nature
• A tour guide has the self assurance and
5. Sensitivity
tact of a diplomat, the knowledge of a
scholar, the performance skills of an 6. Flexibility
entertainer, and the organizational
7. Authenticity/genuineness/honest
abilities of time management expert.
8. A pleasant, professional appearance
• A tour guide travels the world for free
and is paid to do so. 9. Sense of humor

CHARACTERISTICS OF A TOUR GUIDE 10. Knowledge

• Confidence in handling people 11. Excellent communication skills

• Capability to act as a leader 12. Organization

• Decision-making and problem-solving 13. Decisiveness

abilities 14. Good health

• Ability to tackle important 15. Personal integrity

responsibilities
16. Charming
• A pleasing personality with proper
grooming consciousness
 THE TOUR GUIDING JOB
• Tour Guides are responsible for helping
people to visit unfamiliar areas. They
usually make special trips with groups of
tourists in order to show them important
places of cities. Their work is very useful
for visitors who are for the first time in
some areas, because these professionals
are very knowledgeable and provide
valuable information to people.
• Tour Guides usually perform many of the
following tasks:
• Describing places to people.
• Greeting tourists groups.
• Providing safety devises.
• Escorting groups of people on cruises.
• Providing directions to tourists.
• Skills
• Being flexible and proactive.
• Having good presentation skills.
• Being enthusiastic and friendly.
• Having good verbal communication
skills.
• Being able to interact with people from
different backgrounds.
• 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 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.
• 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
• 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.
• 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.
– A tour guide is NOT expected to know
everything, but must know SOMETHING
about everything.
• Tour guides as TIMEKEEPERS.
– A tour guide makes sure that the
services to be provided are delivered on
time, within the schedules timeframe
• Tour guides as SHEPERD
– Tour guides look after the well-being of
the people within the tour while moving
from one place to another.
• The Leader.
• Leadership as a most important aspect
of a guide’s responsibilities.
• The main concern is the guide’s
effectiveness with people and ability to
lead groups rather than knowledge or
experience.
• Guides must have the willingness to
assume responsibility, ability to organize
and make wise decisions, strength to
respond to emergencies and skill to
coordinate administrative tasks
simultaenously.
• The Educator
– A tour guide strives to give information,
impart values or benefits, and teach new
skills.
• The Public Relations
– Guides present a particular message of
image to visitors.
– Guides a to project a special image,
political philosophy or relay a prescribed
message
– Guides are called ambassadors as they
create personal connections between
places and visitors
.
• The Host

– Guides as host plays many roles

including companion, mediator,
advocate, entertainer, concierge,
storyteller, etc.

– Guides are to create an environment in

which people will feel comfortable and
enjoy.

– Humor in travel is both instructive and

satisfying and the ability to use it
effectively is a sign of skilled
communicator.

THE ROLE OF TOUR GUIDES

• The Conduit (channel/link)

– Guides are to give emphasis on the

importance of the visitor, local culture
and the travel experience