Tour Guide Business Principles

1. Professionalism

You are a professional, whose primary concern is to provide your customers with unique travel experiences. To that end, you always act in a friendly, calm but professional manner. You understand that everything you say and do is a reflection of you, your country and your culture. You accept that you have total responsibility for your customer's happiness and safety. You believe that it is best to under promise and over deliver. In the event that a customer expresses dissatisfaction with their experience, you respond to the complaint in an appropriate manner - even if the complaint is groundless.
 

2. Full Information

You are a professional, whose primary concern is to provide your customers with unique travel experiences. To that end, you always act in a friendly, calm but professional manner. You understand that everything you say and do is a reflection of you, your country and your culture. You accept that you have total responsibility for your customer's happiness and safety. You believe that it is best to under promise and over deliver. In the event that a customer expresses dissatisfaction with their experience, you respond to the complaint in an appropriate manner - even if the complaint is groundless. You believe in full and complete disclosure. All information about your qualifications, licenses and experience is accurate and up-to-date. You will inform us promptly about any personal or professional circumstances that may impact quality of your service.
 

3. Responsive

Questions regarding tour details or tour bookings are responded to as soon as possible, but no longer than within 24 hours. If you will be out of touch for a period of time, you've assigned a back up person to deal with any issues that arise.
 

4. Reliable

Once a tour booking is confirmed, you will do your utmost to deliver the tour unless there is an illness or other exceptional circumstance. In this case, as soon as possible, you will inform the customer and Firebird Tours so that we can work with you to find another qualified tour guide to take the tour. In all cases, you are responsible for the successful delivery of the tour.
 

5. Value for Money

You understand that tours that you service are already paid for by a customer and will not ask to pay additional amounts. Any additional expenses, charges or fees are to be presented to Firebird Tours. Further, under no circumstances will you ask for a tip. If someone asks you about our tipping policy you will say that it is solely to discretion of customer to tip or not to tip and what the amount of tip should be.
 

6. Knowledgeable

Your role is critical to the success of the tour. You are passionate and are well versed in the subject matter of your tour. If you don't know something, you are forthright about saying so and make an effort to get the answer before the end of the tour.
 

7. Proactive

You are proactive and confirm and reconfirm all details of your tour, a day or two ahead of the activity. If possible, you contact the customer on the evening prior to the tour. During the tour, you anticipate events and are aware of what's going on around you. You understand that you are responsible for the well-being of your customers and are aware of their emotional and physical safety at all times.
 

8. Well Groomed

You present a tidy appearance, appropriate for the tour and avoid activities that might give offense - smoking, chewing gum, foul language and the like.
 

9. Flexible

You understand that your job very demanding and that things won't always run smoothly. When changes have to be made, you are clear to the customer why the change is being made. You do your best to make the customer happy at all times.