1. Address your guests’ immediate stresses.
My number one advice to any guide is to take tours whenever you can (food tours, free tours, museum tours, the more variety the better).
It’s VERY easy to forget what it’s like to be a guest and when you step into their shoes it makes annoying guest habits, like talking to a friend while you’re giving information, less personal.
A quick reminder, your guests often show up to your experience;
- jet lagged
- worried about getting back to their hotel
- worried about making it to their lunch reservation
- annoyed at their travel-companions
- stressed about not being able to find the tour guide
All of this has nothing to do with you and yet can greatly affect the overall experience and mood of the tour.
By being aware of these common emotions, make sure to address them as you are checking them in (even if you’re going to repeat some of that information once you officially begin).
“You’re nice and early, thank you! I just want to double-check, this tour ends at noon. Is there anywhere you need to be afterward that I should be aware of?”
“Thank you for being early! Did you have any trouble getting here?”*
*If they mention stress about having gotten lost, you can assure them that you’ll make sure they have specific directions before you send them on their way.
“You’ve made it, welcome! How are you feeling this morning?”*
*This simple question invites guests to share if they’re feeling tired or stressed. Often guests will not shy away from telling you how they feel.
Want to take it next level? Check-in with them again mid-way through the tour.