Elements and Performance Criteria
- Coordinate group movements.
- Maintain the tour schedule wherever possible through effective communication with the group.
- Use techniques to promptly attract group attention when required.
- Advise the group sensitively and accurately about ways in which minimum disruption and disturbance can be caused to other tour members, host communities and the environment.
- Complete physical group movements in an orderly manner, checking group numbers at appropriate times.
- Advise customers of appropriate procedures if they become separated from the group.
- Provide instructions in a manner and pace appropriate to the particular group.
- Encourage customers to seek clarification of instructions where necessary.
- Locate lost or late group members, ensure they rejoin the group and are advised of future need to comply with group movements.
- Encourage group morale and goodwill.
- Deal with conflicts and difficulties.
- Assess potential for conflict promptly and take swift and tactful action should conflict arise, to prevent escalation and assist resolution.
- Take appropriate action to deal with difficult tour members.
- Respond to conflicts and difficulties in a manner likely to optimise the goodwill and morale of the group.
- Follow procedures for controlling drug or alcohol-affected customers according to company guidelines and legal requirements.