Module 1 - Roles and Responsibilities of Tourist Guides

Question 1

Tourist guides must work with different partners or service providers. Explain how tourist guides should cooperate with the companies which engage them.

Answer 1

1. Understand and Follow Company Policies
2. Maintain Clear Communication
3. Ensure Professional Representation
4. Provide Feedback
5. Handle Unexpected Situations Proactively

Question 2

Tourist guides must work with different partners or service providers. Explain how tourist guides should cooperate with colleagues from other departments.

Answer 2

Tourist guides must collaborate effectively with colleagues from other departments to ensure seamless tour operations and provide high-quality service to tourists. Here’s how they should cooperate:

1. Maintain Open Communication
2. Respect Roles and Responsibilities
3. Provide Timely Information
4. Resolve Issues Together
5. Foster Teamwork and Professionalism

Question 3

Tourist guides must work with different partners or service providers. Explain how tourist guides should get along with other tourist guides from different travel agents.

Answer 3

Building positive relationships with other tourist guides from different travel agents is essential for creating a harmonious work environment and ensuring smooth operations.
1. Avoid Competition and Conflict
2. Exchange Knowledge and Experiences
3. Demonstrate Teamwork in Shared Responsibilities

Question 4

Tourist guides must work with different partners or service providers. Explain how tourist guides should cooperate with the coach drivers. (6)

Answer 4

Tourist guides and coach drivers must work closely together to ensure smooth transportation and a positive tourist experience.

1. Maintain Clear Communication
2. Coordinate on Safety
3. Support Each Other’s Roles
4. Maintain Professional Etiquette
5. Problem-Solve Together
6. Promote Teamwork

Question 5

Tourist guides must work with different service providers such as hotels, restaurants, shops, attractions, airports, piers, terminals, etc. Explain how tourist guides should cooperate with these service providers.

Answer 5

Tourist guides can ensure a seamless and enjoyable experience for tourists by effectively coordinating and maintaining professional relationships with service providers.

General Cooperation Principles:
1. Maintain Professional Communication
2. Be Punctual and Organized
3. Act as a Liaison
4. Provide Feedback

Question 6

Tourist guides should be aware of various taboos at work. List and explain any four such taboos.

Answer 6

1. Making Offensive Comments
   Explanation: Avoid remarks about sensitive topics such as religion, politics, race, or personal appearances, as these can offend or alienate tourists.
   Why: Such comments can create discomfort, hurt feelings, or even lead to complaints, damaging the guide’s professionalism and the tour’s atmosphere.
2. Showing Favoritism
   Explanation: Treat all tourists equally, avoiding special treatment for certain individuals based on nationality, age, or perceived wealth.
   Why: Favoritism can cause resentment among group members and undermine group harmony.
3. Being Late or Disorganized
   Explanation: Arriving late, losing track of the itinerary, or forgetting essential details disrupts the tour schedule and creates frustration.
   Why: Punctuality and organization reflect professionalism; failure to manage these aspects can harm the guide’s credibility.
4. Engaging in Unethical Practices
   Explanation: Avoid pressuring tourists to shop at specific stores, accepting undisclosed commissions, or engaging in dishonest practices.
   Why: Such behaviour violates trust, can lead to complaints, and tarnishes the reputation of both the guide and the travel company.

Question 7

A tourist guide plays different roles in a tour group. List any three major roles of a tourist guide and briefly describe each role’s duties.

Answer 7

1. Information Provider
   Duties:
   Deliver accurate and engaging commentary about the destinations, attractions, culture, and history.
   Answer tourists’ questions and provide insights to enhance their understanding and enjoyment.
   Stay updated with current and factual information to maintain credibility.
2. Tour Manager
   Duties:
   Coordinate the tour logistics, including schedules, transportation, accommodation, and meals.
   Ensure the group adheres to the itinerary and resolve any disruptions or delays promptly.
   Act as a liaison between the group and service providers (e.g., drivers, hotel staff, and local vendors).
3. Safety and Welfare Facilitator
   Duties:
   Prioritize the safety and well-being of the group by communicating and enforcing safety guidelines.
   Handle emergencies or unexpected situations, such as medical issues, lost items, or itinerary changes.
   Provide emotional support and resolve conflicts within the group to maintain harmony.

Question 8

According to the Directives for Licensees issued by the Travel Industry Authority, what must a licensed tourist guide distribute to the Mainland inbound tour group upon its arrival in Hong Kong?

Answer 8

A licensed tourist guide must distribute the following to a Mainland inbound tour group upon its arrival in Hong Kong:

1. Tour Itinerary:
   A clear and detailed itinerary outlining the activities, attractions, and schedules planned for the tour group.
   This ensures transparency and lets tourists understand what to expect during their visit.
2. Name Tag or Identification Label:
   Each group member should be assigned a name tag or label, which helps identify them and maintain group cohesion.
   This also facilitates smoother coordination during activities and visits to attractions.