Paper 9: Tour Guiding Essentials

Module 08: Code of conduct for tour guides and general do’s and don’ts

THE DEVELOPMENT TEAM

Principal Investigator Prof. S. P. Bansal,

Vice Chancellor, Indira Gandhi University, Rewari

Co-Principal Investigator Dr. Prashant K. Gautam,

Director, UIHTM, Panjab University, Chandigarh

Prof. Sandeep Kulshreestha,

Paper Coordinator Director, Indian Institute of Tourism and Travel Management

Dr. Saurabh Dixit,

Paper Co-Coordinator Nodal Officer, IITTM, Gwalior

Dr. Saurabh Dixit,

Content Writer Nodal Officer, IITTM, Gwalior

Content Reviewer Dr. Prashant K. Gautam,

Director, UIHTM, Panjab University, Chandigarh
 Items Description of Module
Subject Name Tourism and Hospitality

Paper Name Tour Guiding Essentials

Module Title Code of conduct for tour guides and general do’s and do nots
Module Id Module no-08
Pre- Requisites Basic knowledge of Tourism and its types

Objectives After completing this chapter you will

 Learn about code of conduct in tour guiding
 Know the importance of code of conduct
 To know do’s and do nots in tour guiding

Keywords  Wildlife Act

 Railways Act

CONTENTS

8.0 Introduction
8.1 Code of conduct
8.2 Purpose of code of conduct
8.3 Structure of code
8.4 Standards of Guiding
8.5 Professional Values and Relationships for a Tour Guides
8.6 Professional Integrity of a Tour Guide
8.7 Professional Development Tour Guides
8.8 Professional Collegiality and Collaboration Guides should:
8.9 Code of Guiding Practice for Licensed Tourist Guides
8.10 Code of conduct
8.11 Dos and Don’ts
8.12 Why code of conduct and Do’s and Do not are required?
8.13 Summary
QUADRANT-I
8.0 Introduction
Tour Guide is a multi-skilled person helps the tourist in exploring the destination through
his eyes. The Tour guide must have an idea about destination, activities, dos and do not’s,
local culture, flora fauna, language, traditions, dos and do not’s. He must be a good
interpreter and communicator. Tour guiding is a complex job. A tour guide has to live in
the field most of the times. He has to collect information from the travel agency for
which he is working and liaison with a number of people and officials in the field. There
are certain norms for his proper working.

Figure
Guiding a group
Source: By the author
8.1 Code of conduct
A code of conduct is a
framework or a set of directives
a tour guide has to follow in his
profession.
A tour guide needs to follow some norms to ensure that he can work efficiently and make
people (groups) satisfied. A code of conduct is a framework or a set of directives a
tour guide has to follow in his profession. The code of conduct is very important for a
long career. Few of these norms are given below:-
 Follow the law of the land.
 Respect the rules framed by the government in the area where you are guiding.
 Purchase proper entry tickets (if required)
 Do not indulge in commercial activities.
 Do not travel without ticket.
 Do not purchase tickets from unauthorized vendor.
 Follow rules framed by the Archeological Survey of India (ASI) for historical
monuments.
 Do not indulge in illegal activities. Also, do not support tourists in any illegal
activity.
 Work according to Wildlife Act (if you are in wildlife area or protected area).
 Do not indulge in poaching of animals. It is strictly prohibited.
 Do not engage children in jobs (falls under child labor act).

Tour Guide (TG) is the link between travel agency and tour group. Tour Guide must
know the language spoken by group members. In tourism industry, guide is an expert in
activities, and he must also have knowledge of local customs, traditions, flora and fauna.

Attraction Guide

Tour

Transport Travel Agent

Accommodation
Guide is often overlooked by the tourists as an essential component in tour planning who
may prefer to understand destinations through their own knowledge. Except for a few
tourists who research thoroughly before tour, majority may miss on important aspects of
tour attractions. Tour guides fill this gap and provide the necessary information in the
available time. Additionally a guide is a very good support for the tourists to get help on
many fronts not visualized prior to tour.

Guiding qualification ( in many countries) is particular to every single nation/country; at

times the qualification is national, at times it is separated into region/ areas/ districts. In
all cases it is embedded in the educational and training ethic of that nation/country.

A Tour Guide shall:

(i) Must have respect for belief system;
(ii) Be punctual;
(iii) Maintain acceptable personal hygiene;
(iv) Well Dressed
(v) Ensure that privacy of tourist is respected
(vi) Be ethical;
(vii) Behave politely;
(viii) Act friendly and approachable;

Tour guide must also keep in mind following points.

 Do not personalize any issues with the tourists.
 Remember greeting your clients.
 Have flag in your hands.
 Be visible to all.
 Everything and anything. Building, Plants, Pavements, Lamp posts, Security.
What you can see, feel, hear and smell.
 We feel nervous because we feel exposed to ridicules ( feel restricted, )
 Voice must be loud enough, clear enough, varied enough. Manage pitch and
tone.
 Grab attention by speaking slowly, fast for few sentences, quietly for
suspense, stop altogether.
  Keep your message short and simple.
 Never underestimate audiences’ intelligence.
 Never over estimate, other persons’ knowledge.
 Pause for a while and confirm your clients.
 Using proper/ appropriate adjectives make tremendous difference.
 Attending questions: listen, show pleasure and speak.
 Handling unwanted questions: allocate specific time, listen and repeat, evade
politely.
 Do not loose your cool.
 Guiding is a learning process.
 To be a good speaker develops style.
 In Museum: ask whether photography, bags, mobile are allowed or not
allowed.
 Do not stand in front of the object.
 Be sure that everyone is able to see it.
 Before entering, we need to tell them where are Toilets/Washrooms,
Restaurants etc.

Preparations
a. Check it’s open.
b. You have to have knowledge of the place.
c. Plan stops and Top Visual Priorities (TVPs).
d. Theme.
e. Gathering points.
f. Rest room
g. Length of walk where it ends.
h. Safety specially during crossing the road.
i. Do’s and do not’s e.g. bagging.
 Walking techniques
a. Lead your group
b. Never walk backward.
 c. Never talk while walk.
d. Road crossing.
e. Gather then move on.
f. Wait till all members have arrived.
g. Your responsibility is to the whole group.
 Coach
a. Know the coach company
b. Driver’s name and plate
c. Itinerary
d. Before visitor arrive
e. Plan route in advance
f. Have alternate plan or plan-B
g. Meet driver obtain his name
h. Check working status of microphone and speakers.
i. Locate first aid kit/ box.
j. Claim guide seat
k. Discuss route with the driver
l. Welcome members as they board
 Before setting off
a. Count guests
b. Introduce yourself and driver
c. Safety announcements-exits seat belt/ no walking in the aisle when
moving.
d. Introduce the passengers
e. Length of tour
f. Highlight stops.
 Enroute Do’s
a. Choose Top Visual Priorities (TVPs)
b. Say on your right and left
c. Use verbal indication
d. Use links what they have seen, with their country
 e. Use fillers in areas, where no TVPs
 Do not’s
a. Say over here, over there
b. Say behind you
c. Say in front of you
 If stopping for photographs, refreshments on the way give time.
 End of the tour
a. Give conclusions
b. Thank driver
c. Remind group to collect all belongings
d. Stay to answer questions and make suggestions.
 Before Tour
a. Check opening time, last entry time at the monument.
b. Check parking, drop off points
c. Check Toilets/washroom and facilities for differently abled.
d. Check rule for photography, selfie.
e. Recheck/ reconfirm your information
 Commentary
a. History, development
b. Assemble group
c. 45 degree
d. Stand on one side of small object
e. Always speak facing the group
f. Speak loud enough
g. Do not block the way
h. Locate small object precisely by verbal discussions
 Books
a. What India can teach us?
b. Freedom at Mid night.
 Feedback
a. Timely, trustworthy, helpful, message should be clear, done in private
 8.2 Purpose of code of conduct
It fills in as a purpose of the Code of conduct of professional Conduct for Tour Guide. It
helps to manage the gathering and broaden up understanding with the tour group. It also
helps to maintain control over the group. Major purposes are given below:-
i. To ensure smooth functioning.
ii. To maintain trust.
iii. To create a good system.
iv. To minimize complaints against tour guides.

8.3 Structure of code

Care
Ambassador

The role of guide is

to assist, interpret,
make commentary.
Integrity Trust

(http://tourism.gov.in/sites/default/files/120620121101707.pdf accessed on 27th

June’2017)
Having appreciation for the three purposes set out finished, the Code begins by setting
out the ethical foundation for the coordinating calling. This is exemplified in the
estimations of Respect, Care, Integrity and Trust that are mirrored all through the Code.
These inside regards bolster the work of the helpers in the demonstration of his or her
calling. The Code by then sets out the rules which are critical to the demonstration of
controlling and expected of enrolled guides. The benchmarks recognize helpers' master
obligations and are surrounded as explanations under six separate headings: qualities and
associations; respectability; lead; practice; capable headway. The measures reflect the
multifaceted nature and collection of training and serve to control capable judgment and
practice.
8.4 Standards for Tour Guiding
The part of the guide is to help, make analysis. The accompanying moral esteems support
the norms of educating, information, aptitude, capability and lead as set out in this Code.
8.5 Professional Values and Relationships for a Tour Guides
Be minding, reasonable and focused on the best advantages of the vacationers endowed
to their direction, care, and try to roused travel, motivate.
Recognize and regard the uniqueness, distinction and particular needs of tourists and
advance their destinations behind travel & tour.
Be focused on balance incorporation and to regarding and pleasing assorted qualities
including those distinctions emerging from common status, family status, religion, age,
incapacity, race, ethnicity, enrollment of the Travelers’ group and financial status, and
any further grounds as might be referenced in balance enactment later on.
Look to create positive associations with tourists, stakeholders, travel organization
administration and others in the tourism exchange group, that are described by proficient
uprightness and judgment
Work to build up and keep up a culture of common trust and regard in the tour group.
Case
I was conducting a tour. I counted there were 22 people. But, there were 24 in the list. I
again confirmed. The same counting was there. At last, I cross checked in the Bus. I
found that there is a couple and they are not responding. I approached them to know the
reason. They were dumb and deaf. It happened first time in my life. You must keep in
mind all kind of situations.

8.6 Top Visual Priorities

Are those points which we must highlight while making commentary? It helps to
remember and understand the tourist place.
8.7 Professional Integrity of a Tour Guide
Act with trustworthiness and respectability in all parts of their work
Regard the protection of others and the classification of data picked up over the span of
expert practice, unless a lawful basic requires exposure or there is a genuine worry for the
prosperity of a person
Speak to themselves, their expert status, capabilities and experience sincerely
Stay away from strife between their expert work and private interests which could
sensibly be esteemed to affect adversely on tourists.
Professional Conduct Tour Guides should:
Maintain the reputation and dignity of the tourism profession.
Make every single sensible walk in connection to the care/ sympathy of the tourists under
their watch, to guarantee their wellbeing and fulfillment.
Work inside the structure of significant enactment and directions of the past glory of the
nation.
Follow concurred national tourism strategies and rules which mean to advance training
and welfare.
Discuss with tourists, exchange ideas, travel office administration and others in the
tourism exchange group in a way that is proficient, synergistic and steady, and in view of
trust and respect.
Guarantee that any communication with tourists, associates, travel organization
administration and others is suitable, including communication through electronic media,
for example, email, texting, messaging and long range interpersonal communication.
Guarantee that they don't purposely get in to, download or generally possess while
occupied with business exercises (tour group assignments), improper materials/pictures in
an electronic or other organization
Guarantee that they don't intentionally get to, download or generally possess illegal
materials/pictures in electronic or other organization.
Guarantee that they don't hone while affected by any substance which weakens their
wellness to educate.
Professional Tour Guides should
Keep up elevated expectations of training in connection to arranging, observing,
evaluating, announcing and giving criticism.
Apply their insight and involvement in encouraging sightseers' euphoric experience.
Arrange and convey clear, difficult and achievable desires for tourists.
Make a situation where tourists' can wind up noticeably dynamic specialists in the
learning procedure and create long lasting learning aptitudes.
Create instructing, learning and appraisal systems that help separated learning in a way
that regards the respect of all tourists or travelers.
Illuminate their expert judgment and practice by drawing in with, and pondering,
understudy/understudy improvement, learning hypothesis, instructional method,
educational programs advancement, moral practice, instructive arrangement and
enactment
In a setting of common regard, be open and receptive to useful criticism in regards to
their training and, if vital, look for suitable help, counsel and direction
Act to the greatest advantage of tourists'.
8.7 Professional Development Tour Guides
Assume individual liability for managing and enhancing the nature of their expert
practice by:
• Effectively keeping up their expert information and comprehension to guarantee it is
present
• Considering and fundamentally assessing their expert practice, in light of their expert
learning base
• Benefiting of chances for vocation long proficient improvement.
8.8 Professional Tour Guides should
Work with showing associates and understudy Tour Guides in light of a legitimate
concern for sharing, creating and supporting great practice and keeping up the most
astounding nature of useful and informative for tourists.
A tour guide has to work between individual and society i.e. a communitarian with
tourists, local administration, different individuals from staff, in trying to viably address
the issues of travelers/ tourists.
Coordinate with the transport department, traffic police/ police department, customs,
Archeological Survey of India etc.
Code of morals for Regional Level Tourist Guides ( as proposed by Government of India)
The Tourist Guide might dependably know about anticipating a decent and positive
gesture.
• Publicity and positive remarks tremendously affect the formation of an image for the
nation in the mind of tourists. This is significant than the most costly and that can be
published.
• The most recent improvements in the nation and stay up with the latest. He or she
would comprehend and pass on the constructive parts of his way of life and convention,
and be knowledgeable with issues identifying with nearby traditions, propensities and
customs to guarantee that both the travelers and the neighborhood individuals regard each
other. The Tourist Guide would dependably be reliable.
 Properly dressed well mannered, cool and calm and well refined. His/her devotion and
lead ought to guarantee that the picture of the calling or that of the nation is never
discolored. The Tourist Guide might constantly be solid with the endowed obligations.

• Be of commendable lead, in managing tourists, local authorities and with people from
tourism trade, like: the Government departments’ personnel (for e.g. Police,
Archeological Survey of India, Tourism Development corporations, Railways, Airlines,
Roadways, Customs, Excise, Central Industrial Security Force ( CISF), Airport Authority
of India, Museum, Archeological Survey of India and Narcotics etc.) and host population.
The Tourist Guide might forgo unscrupulous or prejudicial lead.
8.9 Code of Guiding Practice for Licensed/ Authorized Tourist Guides
It is of most extreme significance that the authorized tour guide should hold fast to Code
of Guiding practice to give a confirmation of the abnormal state of polished methodology
and an esteem included administration offered by an individual manual for his or her
customers. All the tourists guides issued with a license by Tourism Promotion Board/
government of India/ state government/ government should live with the code of morals
and in the event that anybody is found disregarding these might confront the cancelation
of his or her license to hone as a tour guide.
The guide License is not transferable.
Any encroachment of this control would make him/her subject to disciplinary action and
withdrawal of the guide allow yielded to him/her.
In the event that there ought to emerge an event of setback or damage to the guide allow
the guide would quickly light up the work environment of concerned Tourism expert and
the nearest Police Station to that place. The Guide would need to apply over again for the
duplicate copy allow on the lodge of First Information Report (FIR) and clarification that
the guide license has been lost. The guide would be responsible for the shielded
guardianship of the guide License.
The guide would not ask for tips from tourists/ sightseers.
The approved guide would dress in a satisfactory way or sharp looking to keep up the
honorability and regard of the calling to which he/she has a place and of the country.
The guide would not battle business of any kind in light of a legitimate concern for the
business house, tourism and Travel Company, hoteliers, guest houses, retailers, tourism
transport authority and so forth, nor he/she would recognize cash related any commission
from them or appreciate some different corrupt practices.

The guide would not go into whatever different business game-plans with any of the
establishments either by strategy for association or on commission premise.
Aides observed to be soliciting for shopping foundations like shops offering painstaking
work and so on, would be at risk for cancellation of their license.
A tour guide must dress properly and attend all courses for enhancement of his/her
knowledge (as instructed by the concerned authority). He should not campaign any kind
of business while tour guiding. He should not over commit. He should behave properly
and decent manner with the tourists (client).
A tour guide must be aware of ritual, past practices, festivals etc. He must be sensible and
aware about ecology. He must encourage tourist to save it.
He must know the Indian values and ethics and welcome the guest warmly. HE must
convey credit to the country. He must also acknowledge the arrangement made by the
travel agent. He must abide by the rules and conditions framed by the travel agency, for
whom he is working.
8.10 Code of conduct and guiding ethics
Tour guides must know the code of conduct as well as ethics in tour guiding.
Be prohibited from selling or buying any goods
A tour guide should not be allowed for any commercial activity with any tourist to make
any benefit from a tourist while he is on the tour. A tour guide should not make money
out of any commercial activity.
Be aware of critical situations and act responsibly
A tour guide must act responsibly and protect biological, botanical treasure of the
country. A Tour Guide might attempt to dependably be aware of conceivably unsafe
circumstances and to familiarize himself or herself with any security dangers natural to
any range in India preceding a visit or visit direct action here, which should incorporate
organic security dangers. A Tour Guide should act mindfully consistently, might
dependably have respect for the individual wellbeing of the tourist under his or her
direction, which might incorporate, yet not be constrained to, not being affected by liquor
or other denied substances.
Respect the culture, historical and environmental heritage
A tour guide must study Indian culture, history and environment and portray its’ legacy
in his commentary to the tourists rightly. He must explain the value of Indian heritage.
Cancelling a tour
If a Tour Guide mulls over wiping out a visit, warning of this cancelation must be made
in advance either to the Tour operator.
Follow that itinerary and act in accordingly
After collecting itinerary from the travel agent or Travel Company, your guide must plan
it. If he is doing guiding first time, he must rehearse it before organsinng real time tour.
He must think or imagine probable question tourists may ask him.
Cultivate a positive relationship
Tour guides’ job is dependent on his relationship with travel agent, tourists, monument
staff, tourist transport staff, hotelier, event group people etc. He must be able to cultivate
and nurture a positive relationship with all.
No discriminate
A tour guide must see all group members with equal importance. He should not give
weight age to any specific person. It may create a problem or it may be the cause of
resentment in the long term.
Regular updating of knowledge
A Tour Guide might be required by the authority to go to instructional classes, workshops
or other enlightening exercises designed by the authority, or any individual or
organization following up on directions from the authority, with the end goal of
proceeded with professional improvement in the tourism sector.
He must refer good library, information resources, websites of the ministry of Tourism,
incredible India, Archeological survey of India, UNESCO etc. He must see reputed
magazine and news papers regularly and must watch informative news channels (related
to travel, geography, history and other relevant areas etc.).
8.11 Dos and Don’ts for a tour guide
There are certain dos and don’ts for a tour guide. A code of conduct is more serious in
nature. Dos and don’ts work as an advisory for a tour guide.
 Do not accept tips from the tourist.
 Do not quarrel with a group member or locals.
 Always ask your driver to take lunch first. He has to be ready to drive once all the
group members are finished with their lunch.
 Do not use sarcastic language for group members and staff even in a language
they do not know, understand or speak.
 Do not talk loudly, roughly.
 Do not try tantra, mantra, and black magic on tour group members.
 Do not force group members to make purchases from unauthorized, unreliable
dealers.
 Do not over commit.
 Do not stare at any individual in the group unnecessarily.
 Clearly announce the time of stoppage on the way for using washrooms and the
loo.
 Clearly announce your name (simple form, which they could remember), meaning
of signs on the way, distance you will travel, time taken in the journey and other
information.
 Keep your flag or placard (if prescribed by the company) ready.
 Do not jump from a running coach, bus or train.
  Do not take chance if there is an adverse weather forecast or a warning of land
slide, avalanche, flood, tsunami etc.
 Do not permit tourists to take the driver’s seat.
 Inform the driver of the coach that honking is not allowed in many countries.

8.12 Why code of conduct and Do’s and Do not are required?
There are certain norms and advisories in each profession that make our jobs more
structured, systematic and smooth. If we follow these guidelines mentioned above, our
job will become more secure and there will be fewer chances of error. Few advisories are
issued by the government from time to time for the benefit of the guides and the tourists.
It is the responsibility of a tour guide to keep an eye on these norms and advisories.

8.13 Summary
In this chapter we have discussed the code of conduct for a tour guide and the dos and
don’ts. Code of conduct refers to certain norms or set of rules designed to keep a tour
guide’s job smooth. Dos and don’ts are more generalized in nature.