This is Part 3 of my experiences of being a tour guide in 2022. In this blog I’ve attempted to tell you about the detail that goes on in running the tour that maybe the guest doesn’t see. Also the problems!

Guide Challenges

On my first tour I was supporting a lead guide. A nice easy introduction to this tour guide malarky? Not exactly, I was on the train between York and the start in Newcastle when later that morning I got a text. The lead guide had a puncture, he was 20 miles away from the Station and may be late. Don’t panic! Each tour has an itinerary and whilst there is some spare time it is quite tight with distances to drive. What would I do with the guests as our bus and lead guide were absent?  Anyway, the puncture, early on a Sunday morning, got fixed and by the skin of his teeth he turned up with the bus. The guests never knew about the issue. As this was all happening I was investigating taxis to transfer the guests to a pub 40 miles up the road where the bus might catch up with us.

As a guide you have an itinerary. It appears simple just to follow it when you turn up? However, it doesn’t run without a lot of intervention before and throughout the week. On Day 2 of this first tour we came under pressure as the guests worked out that the promised private guides, in the brochure, at the attractions weren’t in place. On this tour the guests, especially the females, knew exactly what they were entitled to. As a consequence one guest went ballistic and rang the tour operator to complain. Overnight the problem was sorted but the guides were left looking hopeless and that the decisions lay elsewhere. Needless to say the complainant was a generally disagreeable lady who took great delight informing the group that she had resolved the matter and that through her intervention it was all sorted. Strictly this was true but in reality she enjoyed being the battle axe that put things right and basking in the glow of her heroism. Separately I had caught her privately and apologised for this embarrassment. She knew the guides had no involvement in this omission but she didn’t have the grace to acknowledge our discomfort. (Overnight the guides without knowing her complaint had raised the matter with our management as well.) Your next thought is why did this happen in the first place? The land agent had failed to do this; maybe as a cost saving?

Our management (land agent) similarly were graceless. Whilst the next private guide at a castle was organised for us the lead guide was left to sort out a private guide at a further attraction. Where do you start when you’re driving the bus, handling guests and frankly very busy? To his credit he sorted it and that was another thing learned.

The guide tour information, prior to a tour, involve some details on the guests. However, some detail is missing including their health. Frankly as far as the tour operator is concerned then providing you’ve signed the disclaimer about your health, and have travel insurance, you can paraglide with one arm and a fear of heights as far as they’re concerned. I discovered on one dangerous section of a very wet and rainy part of Hadrian’s Wall that my 80 year old guest had a replacement hip and shoulder. I spent two and half hours as I helped her and waited with eternal patience for her to complete various sections privately calculating how long it would take the air ambulance to reach us from Newcastle.

On two of the four tours I was sharing the same hotel as the guests. This was terrific for convenience but on two other tours I was located over 10 miles away. In one Airbnb I shared with a guide he got the proper bedroom and I got the spare box room with a child’s bunk bed solution. This wasn’t ensuite and required my going down the stairs through the lounge and then the kitchen to reach the loo. Being of a certain vintage this was necessary during the night. Clearly whoever booked the accommodation just did a crap job and I had three days (and nights) of this nonsense.

However this was ‘topped’ by my turning up at a hotel specified in my joining instructions on another tour that was not only wrong but in the wrong town! I had checked in early and had just enough time to get to the correct hotel with the guests none the wiser. My last land agent problem is that those who book things in detail have no idea of the geography or distances. We took a train at a time decided by the land agent from Settle to Garsdale. I was suspicious this was the wrong train time but as a bus was hired to meet us at the other end I went with it. The bus collected and dropped us off as requested and we walked into Hawes. Sadly there was too little time for a Wensleydale Creamery tour and a sit down lunch. Knowing what I know now I’d have shortened the walk but sometimes you’re in the thick of a cock up when Plan B is impossible to deliver. (In fairness the guests were all on my side by then and I received forgiveness.)

Some things are also just sent to try you. The Queen’s Funeral fell on the Monday of a tour. This shut a number of attractions on the day. Worse was that it shut the cafes for lunch. This meant some itinerary juggling and the creation of a picnic. Where to get sandwiches? And, oh yes, one guest was on a gluten free diet! Knowing this was falling on this date I came armed to the tour with fruit, crisps, thermos flasks, a gluten free loaf and chocolate biscuits. The hotel kindly made the sandwiches and filled my thermos flasks with coffee and fresh milk. However this illustrates the tour ‘starts’ for the guide some days in advance.

Obviously many things got easier on subsequent tours including remembering names of the guests. I had one tour with two Jennys and a Jane. I’m sure that the Jennys got called Jane and Jane Jenny. On the final night I commented that we should have been together for another week, not least, because by the end of week two I would know everyone’s name.

Walking down the rocky path from Malham Tarn I got a call from the ‘office’ asking in a reasonable way about the high hotel bills I was incurring with the guests? I didn’t understand. It turned out that two of the guests, albeit, strangers to each other, should be sharing. You’ll know that there is a premium for a single room supplement. Two guests had simply kept quiet when checking in and the hotel had given them single rooms. I should have known there were sharing guests but my information wasn’t clear and I never thought to ask/check as it’s unusual. I was all for turfing them out of their single rooms immediately but the hotel didn’t have accommodation with two single beds. In this situation the wider good of the party, its bonhomie and atmosphere comes into play and I was told to leave it be. Frankly I was enormously upset at the deception.

I mentioned that the females have a detailed knowledge of what the tour has included and what they pay for. At one castle I entered the ticket office to advise the person behind the counter that the guests would pay for themselves. ‘Ah’, she replied to me, ‘We have written down that we should invoice the land agent’. I thought that was wrong but didn’t have the operator’s brochure to hand to confirm it was wrong. Rather than have an embarrassing stand off with the guests and castle staff I waived them through. Of course checking later I was right and they should have paid and they probably all knew.

I only point out these two issues to highlight that an assumption that the guest is kind and honest could be over exaggerated for the naive and trusting. You’re by yourself as regards the policing of all this when you’re out there leading a tour.

In my last blog I write about the highlights and some of the things the guests might ask you and gratuities (or not).

Following from Part 1 I’ve continued to write about other aspects and experiences of my inaugural year of being a tour guide.

Training

I was ‘selected’ and went through to training because I came across as having an outgoing personality (who could engage with guests), was demonstrably organised, physically fit, appeared trustworthy, had an attention to detail, was customer focussed and displayed some energy/enthusiasm for the tours. This is my conclusion at least! Whilst it reads well then I feel most folk have these attributes. However, you do need some agility and emotional intelligence to ‘read the room’ with a tour party and prevent or resolve challenges.

It started in February with a reconnaissance trip, with other newly hired guides, around Northumberland and very briefly in Yorkshire. We visited the walks, towns and attractions (albeit usually just to the outside of these great buildings.) The days were chilly, wet and bleak and we ended up with a curtailed programme as Storm Dudley blew in and we spent (too) little time in the Dales. The other guides were experienced, with other operators ,and I was the complete newbie. From here there was the plan for me to obtain a Private Hire licence so that I could drive the guests around in a small minibus. This was aborted after starting out to complete the process in Newcastle. You needed detailed street by street knowledge of the Toon to get qualified, I was never going to achieve that. Each council have their own specific requirements and other councils don’t necessarily stipulate this. This meant, this season, I’d be relying on other guides to drive or we’d have to use taxi minibuses.

Two other sets of training were mandated. First was obtaining an Outdoor First Aid Certificate. This was 16 hours of kissing dummies (or cardiopulmonary resuscitation – CPR) in the Peak District. It was a long two days and involved pretending to be half alive rolling in the grass whilst another course member had to establish your cause of injury as you lay ‘comatose’ (avoiding the nettles.) Anyway, I got the Certificate and if problems arise then I’m ‘off Go’ but apart from the responsibility of giving First Aid I’ve come to learn that the paperwork is horrendous if a guest has an episode or accident (on behalf of the tour operators.) I now request all guests mind their feet and take no risks just to protect me from endless form filling (rather then their health.) Some laugh at this but I’m being serious! I learned many things I never knew and in many ways I think all folk should do some First Aid training.

Lastly, I had to complete a five hour online course for one operator. Most of it was about adopting their ethos and procedures. I suppose the issue is that the guest has bought one of their holidays and the operator wants consistency and maintenance of the brand equity. However this was a global operator and so much seemed irrelevant. Having been on similar tours overseas many issues and processes are different and it all seemed ‘box ticking’ as it wasn’t appropriate in the UK. For example the guides were meant to check the accommodation prior to arrival. In a shack in Nepal this seems a good idea but is it relevant with the equivalent of a Premier Inn in Northumberland?

So that was the formal training but separately I must have visited the Dales on four separate occasions to familiarise myself with the sights or experiences eg. Fountains Abbey, Bolton Abbey, Aysgarth Falls, llama walking, location of hotels etc. This is time consuming and personally expensive in terms of car miles (round trip of 120 miles) but it was vital to give that, attempted, seamless experience and to be able to field those inevitable questions.

Guide Guidelines

It was important to develop a good relationship with all the guests and have a decent daily conversation with each one. However, there are inevitably places ‘not to go’ such as politics. Innocently you can be drawn into conversations on Boris Johnson or economic policy! If all that merits a swerve then you also may need to be discreet on your own life. I’m not sure if I was stalked or I let it slip about the blog but one lady kept coming up with cryptic comments about my writing. You have to remember that you spend around 12 hours a day with these folk and keeping mum on everything isn’t easy if they’re inquisitive.

Our old friend GDPR (General Data Protection Regulation) was high on the list of the operator. We were instructed not to share information between guests. So we always sought consent prior to any data sharing. Frankly, the guests had no concern about giving their telephone numbers not only so that we could have a link in case problems arose but also to set up a WhatsApp group. On WhatsApp, which it seemed 90% of the guests already had, we all shared, during the week, photos, restaurant options, menus and occasionally advance notice of coming weather especially if it was wet! Some women start the holiday with the usual ‘I don’t want my photo taken’, ‘bad hair day’, ‘wrong clothes for a photo shoot’, ‘I always look terrible’ etc. So, of course, I respected their wishes but after a couple of days they’re scouring WhatsApp for all the photos and asking to be included. They’ve now worked out it’s a great way of quickly passing the best images on to family and friends and they’ve relaxed to be a bit more confident in the group. Needless to say I quickly deleted all this information post tour.

I always was kept in mind of playing the role of Mr Carson, the butler from Downton Abbey. That is, you’re not part of the group but you are ever present literally opening doors for them as they walk serenely along, answering all sorts of questions with supposed authority, operate as the very personification of discretion, be able to communicate on their level but never let it turn into a conversation where you let slip your wealth or superior travel experiences, be prepared to resolve anything no matter whether it is large or small, attempt to be invisible and whilst you’re ultimately in charge you’re never as important as the guests. Again I know, Tony ‘Humble’ Ives does seem like a long week for me but it wasn’t. You’re working, and as we all do, you adopt different behaviours in a work place.

In my next blog I write about the challenges. There are quite a few!

A good friend, Peter, asked if I was interested in becoming a tour guide? He was recruiting for the ‘land Agent’ he was working for. Land agent? If you were to pick a holiday that included a tour guide then that guide probably won’t work for the company you bought the holiday from but for their contractor or land agent. (The guide is often assumed, by the guest, to be a tour operator employee. Nope.) Peter seemed to have had a good time, got to ride a bike for a week and earned some money. I thought what’s not to like if you had the spare time? I signed up (but I ended up on walking tours!) 

So I thought I might write up a blog after a season of four separate tours in Northumberland and Yorkshire. Friends are always interested (and think they might like the idea of guiding.) There have been a lot of things to learn including the sights/attractions to swot up on, walking routes to know the stiles, streams and hazards and the location of every toilet on a day out! I never had a concern about dealing with the guests. I had been, with Anna, on similar types of holiday in Sri Lanka and South Africa, I knew the type who took these holidays and in many ways they were like me in interests, age, income and fitness. However, the statistics show, it seems that many are single and female. They are between 50 and 70 years old and 61% of my guests were. Of course all the guests were strangers to me to start with and expected a seamless experience from Sunday to Friday. Is that what happened? I thought I’d break down, in a couple of posts, the tours and my journey to competence.

Before we do this then it does beg the question how many guides are my age? Err… not many I expect, the mould seems to chuck out 25 to 40 year olds who are outdoor types and actually live on the money they make. This is difficult I can tell you. This isn’t lucrative but if you want a part time, outdoor job with beautiful scenery and attractions it ticks many boxes. They typically work across many land agents and try and have a full diary during the season. I was happy to have a few weeks work: after all I had my own holidays to fit in!

You need to be fit, able to cope with five or six hours sleep per night, be highly organised, prepared ‘to go the extra mile’, sociable and able to talk with all sorts and not least able to lead and to be agreeably compliant, in the background, but often at critical points confident to be strict. I had been on this type of holiday, had several degrees from the University of Life, knew the parts of England I was working in, I was always eager to learn a new skill and very happy to be outdoors.

The Tours

I had three walking tours that were between five to eight miles worth of walking usually toward or around coastlines, castles, abbeys, waterfalls or in one case, happily, a brewery. The other tour was not as energetic and was focussed on the sights and had better dining and lodgings. The tours were curated between two operators and the guests had paid starting at £1,500 each for the pleasure. It was five nights each time and the size of the parties were four, twelve, eight and five, the low numbers are not lucrative for the land agent but their contractual commitment means they must proceed. (For the guide it was easier to organise a smaller group.) The accommodation was hotels and the day started at around 9am. Nothing on the itinerary started at the hotel and we had to drive to the start of a walk or sightseeing opportunity. Lunch was usually taken at a cafe, always reserved in advance and we’d be back at the hotel around 5pm. Restaurants were pre booked and the guide attended dinner although the rules were that we could have a night off. I didn’t always take mine. 

It was tiring as you’re always thinking ahead, stopping older guests walking out in front of traffic (!), dealing with changes or closures, trying to motivate the stragglers on a walk whilst not delaying the fit walkers who wanted to push on, dealing with hospitality issues such as tables, ordering and organising the bus to drop off or pick up in busy places, sorting out various tickets to the attractions when you arrived. All the time you’re working on creating a happy holiday. On one long walk, without a cafe break, I produced cream cakes much to everyone’s delight or attempted to add something extra to a tour that they call a ‘twist’ and didn’t expect. For example, Barter Books in Alnwick is always such a solution. Frankly despite all your hard work then dry and sunny weather and a well curated tour are the major ingredients for success. After the tour finishes the operator contacts the guests separately and requests the guide is ‘marked/rated’. The land agents pore across the feedback with interest. You’re always having your performance monitored.

In my next blog I’ll highlight some of the training and guidelines to operate by….