Orientation
This will assess the information provision to enable visitor understanding of the complete tour experience, including advice and guidance on destination stops. Elements considered:
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Quality and quantity of information provided to ensure visitor understanding of tour route, full appreciation of destination stops, and timings etc.
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Frequency of orientation information provision, e.g. is information provided at all key stops.
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Methods used to deliver orientation information.
Group management
This will assess the ability of the tour guide to hold the complete tour groups interest and attention, recognising the needs and requirements of all members of the group and keeping the group together at all time. Elements considered:
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Recognition of visitor requirements and reaction to accommodate any specifications.
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Communication skills shown by tour guide and approach taken to avoid disruption to tour if unforeseen circumstances arise.
Inclusivity
This will assess the consideration given to ensure accessibility of the tour for their entire target audience. Elements considered:
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The measures and tools in place to assist different visitor types throughout the entire tour.
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What the tour does to ensure the experience is accessible to differing needs, ages, interests of groups etc. e.g. those who do not have English as a first language, children, visitors with mobility difficulties etc.
Tour content – quality and presentation
This will assess the level of information on all major themes of the tour and how it is presented. Elements considered:
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The range of mediums used to facilitate visitor engagement including the quality and condition of any material used.
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The delivery of tour content, e.g. speed of delivery, volume, clarity of speech etc.
Appearance of staff
This will assess the appearance and smartness of staff, how identifiable staff are and how they enhance the image of the company through the wearing of a uniform. Elements considered:
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Quality and condition of staff clothing and presentation of staff.
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Consistency of uniforms worn, including, where appropriate, methods of personal identification, throughout all stages of the tour.
Quality/Comfort/Maintenance of transport
This will assess the quality and condition of the transport and the comfort levels offered. Elements considered:
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Provision of heating, lighting and ventilation to ensure maximum comfort levels.
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Quality and comfort levels on board the vehicle
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The extent in which corporate branding is used for ease of vehicle identification.
Tour conclusion
This will assess the summary and closing statements made at the end of the tour. Elements considered:
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Provision of information at the tour conclusion
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Opportunities given for the visitor to gain additional information at the end of the tour.
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Methods in place to gather feedback and the mediums used.
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The proactive approach shown by the guide to assist with any additional requirements.