Start & Run a Tour Guiding Business. Barbara Braidwood, Susan Boyce & Richard Cropp

probably suffer if you do talk too much.

      You must learn to protect your voice. When there is a lot of outside noise or if people are talking loudly around you, pause in your commentary instead of attempting to talk over it. Shouting for prolonged periods can seriously damage your vocal chords, and no one will pay attention in any case. Whether you have access to a microphone or not, project your voice from your diaphragm, not your throat. Allow your breathing patterns to help the sound of your words flow instead of blocking them. Drama or voice classes are an excellent investment if you feel your voice does not carry well. For guides who want to learn some techniques to keep their voices fit and flexible, we have found The Right to Speak and The Need for Words by Patsy Rodenburg, head of the voice departments at both London’s Royal National Theatre and the Guildhall School of Music and Drama, have many easy but effective voice exercises. Ask for other recommendations at any bookstore or library, or contact a local chapter of Toastmasters.

      4. Keep People Informed About All Activities

      Next to providing commentary, this is one of the most important duties a tour professional has. While it becomes more important as the length of the tour increases, making sure everyone knows exactly what is happening and what is expected of them during the next few hours is just as important as announcing tonight’s dress code for dinner or reminding people to have passports and travel visas handy for tomorrow’s shopping trip across the border into Tijuana. For instance, there will be times when you must be away from the group for short periods. Always indicate when you expect to be back, since some people become nervous if they haven’t seen the tour director for a quarter of an hour.

      Be specific. If you have ever waited for an unpleasant task to end, you will know that “We’ll be at our hotel soon” means very different things to different individuals. One person may assume you will arrive in an hour or so, while another will expect to be in the front lobby within five minutes. “We’ll be at our hotel at 5:30” is clear to everyone. Likewise, “The gray high rise with the statue in front, which you can see to your right” may sound like overkill but is far easier to understand than “The tall building over there.” Just where is “over there” anyway? If possible, a written daily itinerary helps avoid such misunderstandings as “But it’s only 9:15. Didn’t you say breakfast started at 9:30?” Post a notice beside the elevator or in some other prominent location, and then give everyone verbal reminders several times throughout the day.

      The key to passing on information effectively is to give it to the entire group as a whole. This saves you time because you don’t have to repeat yourself, ensures no one misses a crucial set of instructions, and avoids giving the impression of any form of favoritism. Never assume everyone can hear you, even if you are all crammed into a small waiting area or lobby. Always ask, “Can everyone hear me?” Many people, seniors especially, are hard of hearing but hate to admit to it. Here are some of the obvious and not-so-obvious details that your clients will want to know about, even if they haven’t yet thought to ask you.

      • What time is lunch and what restaurant will it be at?

      • When should I get my wake-up call and how do I get one?

      • Should I put my bags in the hallway or will the bellhop (or room steward) get them from my room?

      • What time does the bus leave tomorrow morning?

      • Is there a washroom at the next stop? How far away is it?

      • How much time will I get to spend in the air museum we are visiting today? Will we be going through on our own or will the curator be with us so I can ask questions?

      • I’ve run out of money. Where can I cash a traveler’s check and know I am not getting ripped off? (Sometimes hotels offer better rates than banks. If you can find out the current exchange rate, you will impress your group even more.)

      • Help, I’m suffering from shopping withdrawal. Where’s the nearest mall?

      • I’m really bored. I have no idea what to do with my free day. Can I rent a bike around here?

      • My room is on the top floor. Where are the elevators?

      • I want to have lunch at the beach. Will the hotel make me a picnic basket?

      5. Confirm And Reconfirm All Reservations

      The most detailed, well-planned reservations sometimes go awry. A tour professional should reconfirm every reservation, from the largest hotel to the smallest attraction, prior to arrival. (One possible exception is a step-on guide who shows up twice a day for the entire season at the same two museums and botanical garden.)

      Early evening, after you have settled into the hotel and before dinner, is often a good time for this activity. Tour participants are unpacking and relaxing and less likely to bother you. Remember, though, that certain attractions will already be closed, so some directors confirm one or two reservations at each stop throughout the day.

      You will likely find some combination of these two methods works best for you. Whatever method you decide on, a form (which you can create) will help you keep track. When confirming any reservation, from a major worldwide airline to an all-but-unknown craft museum, always find out who you are speaking with and make a note of the name. It is amazing how much faster people respond to a problem when you are able to say, “I spoke with Martha Black at 5:30 yesterday to confirm this booking.” Toll-free numbers are there to be used, so use them without hesitation whenever possible. Your tour operator will most likely give you a list of relevant numbers, but it is wise to build your own list and add to it every trip. In North America, the continent-wide toll-free directory can be reached at 1-800-555-1212.

      6. Be Prepared

      Lord and Lady Baden-Powell had a great idea when they made “Be prepared” the motto of the Boy Scouts and Girl Guides. Almost anything can, and usually does, happen in the most unlikely places. While it would be wonderful to look into one of those mystical crystal balls and know exactly what will happen during your next tour, that is still a skill found only in fantasy novels. As mere mortals, we are able only to guess. .