Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

1

Social skills for tour guiding

Dr. Nimit Chowdhary Professor

Indian Institute of Tourism and Travel Management

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

2

Personality traits

• Enthusiasm• Outgoing and affable

nature• Self-confidence• Proactive• Sensitivity• Flexibility• Authenticity• Pleasant professional

appearance

• Sense of humor• Knowledge• Good communication

skills• Organisation• Decisiveness• Good health• Personal integrity• Charisma

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

3

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

4

Zhang and ChowTourist priority

1. Punctual

2. Able to solve problems

3. Knowledge of destination

4. Honest and trustworthy

5. Inform safety regulations

6. Deliver service promised in itinerary

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

5

Zhang and Chow Tourist priority

7. Polite 8. Good presentation skills 9. Well trained 10. Briefing visitors on daily itinerary11. Respect customers 12. Communicate well in

Mandarin/Cantonese13. Friendly

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

6

Zhang and Chow

14. Generate friendly atmosphere

15. Appear neat and tidy

16. Always available for help

17. Pay attention to detail Inform visitors about destination’s customs

18. Introduce reliable shops

19. Sense of humor

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

7

Moments of truth

• Jan Carlson

• Service encounters

• Cascade of service encounters

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

8

Seven sins of service

• Treating customers with apathy “travelers will forgive many shortcomings in a guide, but apathy is not one of them”

• Brushing customers off “the guide giving an impression that he or she would rather be elsewhere-alienates quickly”

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

9

Seven sins of service

• Being cold to customers “the inability or lack of desire to share one’s self with people will express coldness towards customers”

• Treating customers with condescension “I’ll make this so simple they’ll be sure to understand ”

“I sense you won’t understand unless I make this very elementary”

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

10

Seven sins of service

• Working like a robot “I can do this with my closed eyes”

• Getting hung up on the rule book “sorry our policy is….”

• Giving customers “the run around” “Your concierge can recommend the best hotels around your hotel”

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

11

Establishing rapport

• Be prepared• Adopt an attitude of friendliness and

positive expectancy, and take responsibility for creating and maintaining harmony

• Let visitors know that their enjoyment is of primary concern

• Respect others and be careful, concerned listener

Tour Guiding Series

Saturday, April 8, 2023 Dr. Nimit Chowdhary

12

Establishing rapport

• Give clear instructions “We will be departing at eleven sharp. By my watch it’s now ten-forty”

• Don’t give ultimatums those cannot or will not be enforced

• Follow through on promises- be conservative on promises

• Avoid playing favorites

• Exemplify the desired behaviour