SA Tours Guide

ATTITUDE
Do smile
Always be friendly and helpful
Always be welcoming and have fun
Be sympathetic and sensitive to the guest’s
background (ie religion, lifestyle and beliefs )
Be available to your guest 24 hours a day
Always maintain a professional manner when
in the company of guests.
Don’t talk down to your guests
Don’t ask for upgrades just because you
work for SA Tourism
Don’t show favouritism on a trip, share your attention
equally among all guests
Don’t abuse your power or privileges during a hosting
LOVE & RESPECT SA
Always be positive and enthusiastic about SA,
despite safety and security concerns
Be professional at all times as you represent your
company and country
Show an interest in guests backgrounds and cultural
nuances and always share positive experiences
about South Africa
Don’t speak about politics, religion or give opinions that could
negatively impact the perception of SA
Don’t invite personal friends on official trips

ETIQUETTE
Don’t swear or use foul language in front of guests
Always introduce your driver or site guide to your guests
Don’t show anger or frustration in front of guests
Don’t shout at hotel staff or guides when you
experience challenges
Don’t leave the dinner / lunch / breakfast table before you guests
as this is considered impolite (politely excuse yourself if you have a
particular issue that needs your attention)
Don’t get too personal with your guests
Don’t drink excessively on a hosting
Don’t talk about religion and politics
Don’t discuss (gossip) a “difficult guest/s”
with other guests in the group
Always show interest in your guests conversations
Don’t be rude to your guests, tour guide and or
any 3rd parties you might encounter
TAKE CONTROL
Be flexible should itinerary changes be required (weather
conditions, technical problems)
Solve small issues immediately on a trip before it explodes later and
causes serious disruptions
Do sort out problems quickly and discreetly without
causing a scene

SHARE INFORMATION
Make sure your guests are always informed about pick up and drop
off times, where to meet, the programme for the next day
LEARN ABOUT SA
Do tell your guests facts about SA
Run through the inclusions and exclusion of the itinerary to make
sure that guest have a clear understanding of them.
Do review the itinerary with your guests whilst on the hosting and
remind them of upcoming activities
Take time to explain to guests about the importance of keeping to
the stipulated times whilst allowing for a little flexibility
Always follow up on queries or questions when an immediate
answer is not possible
Do dress according to the relevant activities you are embarking on
If asked inform your guest on the general standard for tipping
• Drivers and guides are normally discretionary
• Porter @ R10,00 per bag
• Waiter and waitress @ 10% of the total cost of the bill
Always read up and learn more about what the different provinces
have to offer
Before you leave on a hosting read the itinerary and research places
to be visited
AFTER THE HOSTING
Do compile a full report post the hosting and be sure to
include feedback to the product visited