Traits of an Expert Guide (7.3)


Description
Introduction
This course provides you with practical advice and expertise that will help you master guiding skills, so you can excel in leading tours and getting rave reviews. In this course we take a closer look at expert tour guides and their professional traits and techniques that separate them from the crowd. By examining what good looks like, tour guides gain valuable insights and skills that would have taken them few years to gain and hence saving them lots of time and money

Target Audience
Tour guides, educators, and tour and activity operators delivering experiences in:
Museums, Cultural sites, Historic sites, City tours, Bus tours, Nature walks, Zoos, Safaris, Wildlife Parks, Aquariums, Nature Reserves and more

Certification
Participants will receive a Completion Certificate upon the successful completion of all five modules.

Key Learning Areas
1. Building a reputation of reliability and dependability
2. Making guests feel they are in good hands
3. Connecting with guests to better serve them
4. Being responsive to guest demands
5. Handling upset guests

Here is what you will learn in this course
1. Benefits of being an early bird
2. Simple techniques to reach high competency levels
3. Being the leader of your tour
4. Using conversation starters to connect with guests
5. Listen actively to know your guests
6. Tailoring the experience to guests' needs
7. Anticipating and catering to guests demands
8. Taking quick action to save the day
9. Handling upset guests skillfully
Content
  • Module 1. Reliable and dependable
  • 1.1 Introduction
  • 1.2 Arrive early leave late
  • 1.3 Keep the service promise
  • 1.4 Don_t withhold bad news
  • M1 - Quiz 1
  • 1.5 Always look for guests_ best interest
  • 1.6 Learn when to say no
  • 1.7 Keep pricing consistent
  • M1 - Quiz 2
  • Module 2. Inspire trust
  • 2.1 Pleasant demeanor is not a substitute for competence
  • 2.2 Product knowledge is essential
  • 2.3 Show your guests you are in command
  • 2.4 Use trust earning language
  • M2 - Quiz 1
  • Module 3. Connect with guests
  • 3.1 Connecting with guests
  • 3.2 Listen to understand
  • 3.3 Avoid this common mistake
  • 3.4 Customize tour to suit guest needs
  • M3 - Quiz 1
  • Module 4. Responsive to guest demands
  • 4.1 Be proactive
  • 4.2 Know the rules
  • 4.3 Learn when to thank guests
  • M4 - Quiz 1
  • Module 5. Handle upset guests skillfully
  • 5.1 Listen to understand
  • 5.2 Show empathy
  • 5.3 acknowledge
  • 5.4 Apologize
  • M5 - Quiz 1
  • 5.5 Understand
  • 5.6 Take charge
  • 5.7 Offer solutions
  • 5.8 Follow up and follow through
  • M5 - Quiz 2
Completion rules
  • All units must be completed