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. Communication
   Maintain clear and consistent communication about schedules, expectations, and any updates to ensure smooth coordination
2. Representation
   Follow the company’s policies, procedures, and schedule to uphold the company’s reputation and provide a seamless experience for tourists.
3. Feedback Sharing
   Provide insights and feedback from travelers to help the company improve its offerings and services.

Question 2

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

C.O.O.P.

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:

C - Collaborate
Work together with colleagues from other departments to ensure smooth operations and a positive experience for tourists.

O - Open Communication
Keep communication lines open with other departments to share updates and resolve any issues efficiently.

O - Offer Support
Be supportive by assisting other departments when needed, ensuring teamwork across the organization.

P - Problem Solving
Work together to address any challenges that may arise during the tour, finding solutions as a team.

The mnemonic “C.O.O.P.” helps you remember Collaborate, Open communication, Offer support, and Problem solving.

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

Tourist guides should foster positive relaltionships with guides from other travel agents.

1. Collaboration
   * respect each other’s roles and responsibilities,
   * treat other guides with courtesy,
   * offer help and support, and
   * avoid conflict or competition.
2. Share
   * valuable insights,
   * local tips, and
   * experiences to improve overall service and enhance the tourist experience.
3. Ethical Conduct
   * Do not poach clients from different travel agents,
   * Do not undermine the services of other guides and their services.

Question 4

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

D.R.I.V.E.

Answer 4

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

D - Dialogue
Communicate clearly with the driver about the itinerary, stops, and timing to ensure smooth coordination.

R - Respect
Show respect for the driver’s role and responsibilities. Ensure mutual understanding of the schedule and expectations.

I - Information Sharing
Provide necessary information, such as passenger count and any special needs of the group.

V - Vehicle Safety
Check that the coach is safe and comfortable for passengers, and ensure the driver follows safety protocols
.
E - Engage Positively
Foster a positive working relationship by being courteous and supportive, contributing to a pleasant atmosphere.

The mnemonic “D.R.I.V.E.” helps you remember Dialogue, Respect, Information sharing, Verify safety, and Engage positively.

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.

C.A.R.E.

Answer 5

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

C - Communicate Clearly,
Keep an open, clear and consistent communication with service providers about schedules, special requests, and any changes in the itinerary.

A - Assist with logistics
Help coordinate timing and logistics to ensure smooth transitions between activities, meals, or accommodations.

R - Respect and Professionalism
Respect the different roles and responsibilites of the various service providers.

E - Evaluate and Feedback
Provide constructive feedback to service providers to help improve future experiences for both tourists and the providers.

The mnemonic “C.A.R.E.” helps you remember Communicate, Assist, Respect, and Evaluate.

Question 6

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

R.E.S.T.

Answer 6

R - Respect for Local Customs
Avoid making negative comments or showing disrespect for local traditions, religious practices, or beliefs.

E - Engaging in Arguments with Tourists
Avoid conflicts or debates with group members; handle issues calmly and professionally.

S - Soliciting Tips or Commissions
Do not directly request tips or push for commissions from shops or restaurants, as it appears unprofessional.

T - Tardiness
Avoid arriving late, as it creates a bad impression and disrupts the schedule.

The mnemonic “R.E.S.T.” helps you remember to Respect, Avoid engaging in Arguments, Soliciting Tips or Commissions, and be Punctual (Tardiness).

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.

L.E.A.D.

Answer 7

L - Leader
Duty: The guide leads the group through the tour, ensuring everyone follows the itinerary, stays safe, and reaches destinations on time.

E - Educator
Duty: The guide provides information, shares knowledge about the attractions, culture, history (ach) and local customs, enriching the visitors’ experience.

A - Assistant
Duty: The guide assists the group with logistics, such as managing transportation, meal arrangements, and handling any special requests from visitors.

D - Diplomat
Duty: The guide manages conflicts or issues that may arise within the group or with external parties, ensuring smooth interactions and maintaining a positive atmosphere.

The mnemonic “L.E.A.D.” helps you remember the roles of Leader, Educator, Assistant, and Diplomat.

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?

2 items

Answer 8

1. Tour Itinerary:
A clear and detailed itinerary outlining (i.e.) the
* activities,
* attractions, and
* schedules
planned for the tour group.

2. Name Tag / Identification Label:
Each group member should be assigned a name tag or label, which helps identify them and maintain group cohesion.