In order to maintain the integrity of the community of tour guides and to ensure that our mutual customers have consistently great experiences, tour guides adhere to the following business principles. By doing so, we all achieve our goals.
You are a professional, whose primary concern is to provide your customers with unique travel experiences. To that end, you always act in a friendly, calm but professional manner. You understand that everything you say and do is a reflection of you, your country and your culture. You accept that you have total responsibility for your customer's happiness and safety. You believe that it is best to under promise and over deliver. In the event that a customer expresses dissatisfaction with their experience, you respond to the complaint in an appropriate manner - even if the complaint is groundless.
You believe in full and complete disclosure. All information in your tour guide profile and tour description pages are accurate and up-to-date. Where changes due to weather or other circumstance are possible, they are noted the tour description. You have a keen awareness of any hazards and clearly explain issues related to personal safety.
Questions regarding tour details or tour bookings are responded to as soon as possible, but no longer than within 24 hours. If you will be out of touch for a period of time, you've assigned a back up person to deal with any issues that arise.
Once a tour booking is confirmed, you will do your utmost to deliver the tour unless there is an illness or other exceptional circumstance. In this case, as soon as possible, you will inform the customer and travel agent so that we can work with you to find another qualified tour guide to take the tour. In all cases, you are responsible for the successful delivery of the tour.
The cost charged to customers will be as described in the tour description. You understand that the last thing a customer wants is to be surprised that things cost more than they expected. Under no circumstances will you ask for a tip. If someone asks you about our tipping policy you will say that since you've set the price yourself, tipping is not necessary.
Your role is critical to the success of the tour. You are passionate and are well versed in the subject matter of your tour. If you don't know something, you are forthright about saying so and make an effort to get the answer before the end of the tour.
You are proactive and confirm and reconfirm all details of your tour, a day or two ahead of the activity. If possible, you contact the customer on the evening prior to the tour. During the tour, you anticipate events and are aware of what's going on around you. You understand that you are responsible for the well-being of your customers and are aware of their emotional and physical safety at all times.
You present a tidy appearance, appropriate for the tour and avoid activities that might give offense - smoking, chewing gum, foul language and the like.
You understand that your job very demanding and that things won't always run smoothly. When changes have to be made, you are clear to the customer why the change is being made. You do your best to make the customer happy at all times.
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