Posts Tagged ‘tourism operator’
NZx – October 31st : delivering on the promise
Naumai
It’s that time of the year again.Hopefully you have your team in place, well trained and ready to go!
Recently we took part in a discussion with Tai Poutini Polytechnic, employers and others associated with tourism on the West Coast. We discussed the opportunities and issues that involve training those involved in tourism.
Much of the discussion was based on the qualities of a guide. How do you take someone that may have all the necessary technical skill (i.e. hard) but needs coaching on the (so called “softer”) skills of guiding i.e. people management ? I think there was general agreement in the group that the biggest need was in the latter. For example how do you mentor an eighteen year old to lead, inspire, entertain and enlighten a 60 year old visitor from another country?
In this blog we look at some some of the qualities we should be training just about anyone involved in tourism, but particularly guides.
Charm / ātahu
Every person in your group is looking for information and more importantly, entertainment, from their guide. Remember we are now an entertainment centric society. A guide should always be constantly looking for opportunities to charm and involve your group in doing things, rather than just listening.
An active C drive / mātau
You may of course be a very charming person but if you don’t have the mātau then your’e on the back foot from the start. Yes you need to know facts, figures and anything else somebody on a tour might ask you. You also need to be prepared to find an answer and get back to people. Make sure you engage with everyone in the group and facilitate discussion between the group.
Stories / tito
Visitors (some) love hearing facts behind the topic of interest e.g. Tane Mahuta, but above all visitors love their guide to share a personal story about the topic. Stories engage people’s minds and more importantly hearts. Facts alone do not.
Organisation and flexibility / nahanaha
You need to be super organised and flexible if you want to be a great guide. The group will have certain expectations about what the are expecting to see. You need to deliver on those, and make sure your timing for pre-booked events is perfect. At the same time you need to be flexible. If an attraction is suddenly closed you need to find an alternative!
Humour / whakataka
Your visitors are on holiday; they want to be entertained. That includes the use of humour. It’s a skill to be developed but can ease a difficult situation, reassure visitors, make them laugh and add real value to a situation. While jokes are part of this, the most important part is you as the leader facilitating the humour in an appropriate way.
Empathy / aroha
You can be assured that somewhere, sometime, when you have a group something will happen to someone in the group. It may be lost luggage, bad news from back home, a cultural issue,or any myriad of issues. In this situation aroha will get you a long way, make your guests feel valued and can assist in solving the issue.
You can read some other interesting views of the qualities that make a great guide, and a tourism host, here and here!
Ka kite ano
Malcolm
Guiding at Maungatautari
NZx 6 October: Outmarked
Naumai
So the process continues for a revamp of the adventure tourism sector’s safety standards.
It certainly hasn’t been without it’s moments. The personal attack against an adventure tourism operator’s protests on the proposed changes by TIA Board member Geoff Gabities wasn’t one of them. Neither were some of the less than helpful comments by some TIA staff about individual operators and against the sectors vocal interest’s in participating in the debate. Finally the response by DOL was to be expected, way too bureaucratic and again over cooked.
Hopefully the appointment of Jeroen Jongejans to TIA’s Board as the Adventure Tourism & Outdoor Activities Division
representative will bring some rational sense to the debate.
It is a problem for those that work in Wellington. They tend to forget how small business’s in the outdoor sector work and don’t take on-board how to work with them – these operators aren’t large corporates. One person typically runs the whole business.
The delay in pushing the regulations through with almost unseen haste was inevitable. The Government’s response to the number of recent tragic incidents was too much too soon. Politically they may have been ill advised.
Now there are bigger threats on the horizon. With a lot of Government money floating around the implementation of the new rules the consultants and other organizations are lining up to feed at the trough.
No one seems to have addressed where this whole process will leave the already financially stricken Qualmark.
One would have to say the Outdoors NZ (formerly a small recreation/education orientated organisation) has effectively placed itself in a potentially strong position to do more – to the detriment of other tourism focused organisations such as Qualmark.
Whatever happened to the concept of a one stop shop and single branding entities for tourism? Dilution is not the solution!
Ka kite ano
Malcolm