When we speak of “agencies” we talk of companies in a tourist destination (be it a subsidiary or an independent entity) which offer roundtrip tours for German* tour operators. These roundtrip tours are led by free lance or fully employed tour guides. They are paid and scheduled to lead certain tours by the agency.

* applies also to Austrian or Swiss tour operators

1. Tour guides job specification and description
2. Individual selection procedure for new tour guides
3. Specific contact person at the agency
4. Rules for manpower (guides) scheduling
5. Monitoring and reporting
6. Further vocational training
7. Safety training for Tour Guides
8. Agency shopping policy
9. Commitment to Sustainability

1. Tour Guides Job Specification and Description

The agency provides a detailed written job specification and job description (according to the TINTKO guidelines) for the recruiting and the employment of its tour guides. Both have to be handed over to all new tour guides before they start working. Both documents must correspond with the quality standards as set in the tour description by the German tour operator. These documents are an integral part of the seasonal contracts of cooperation between the agency and the German tour operator.

2. Individual Selection Procedure for new Tour Guides

Prior to becoming new tour guides, applicants must undergo an individual selection process. This process follows the outline of the detailed job specification. In addition the following is needed:
 

• A detailed personal job interview
• An introduction seminar (minimum 1 full day) incl. a language test in German*
• An introductory tour in German (minimum 3 days) with an experienced German speaking tour guide*

* the last two requirements can be waved for applicants with proven on-the-job-experience

3. Specific Contact Person at the Agency

The agency appoints a competent employee who has the ability to select, check and supervise the tour guides. In particular he must be able to evaluate the applicants knowledge and their conversational skills in German. If need be, the evaluation of language skills can be transferred to another person.

4. Rules for the Scheduling of Tour Guides

The agency must define internal rules for the task of the manpower planning (scheduling of guides). These rules must correspond with the quality standards as set in the tour description by the German tour operator. The aim of theses rules must be that each individual tour is guided by an absolutely qualified guide. In case of short time changes (sickness or sim.) it must be assured that a qualified replacement is available.

5. Monitoring and Reporting

The agency controls the compliance with the quality standards of its guides through a prompt monitoring and reporting system. The German tour operator can — at any time — look into these reports. Problems that occur during a tour with any frequency must regularly be forwarded to the tour operator.

6. Further Vocational Training

Once a year the agency organizes a further vocational training for its tour guides. Part of this training should be the brand- and product-policy of the tour operator and developments in the source-market Germany (Austria/Switzerland). Tour guides must participate in these trainings at least every other year.

7. Safety Training for Tour Guides

An integral part of the initial training and the further vocational training must be a safety training (preventive information for tour participants, demeanour in case of crises like raids, terrorist attacks or the like). All tour guides must participate in these trainings on a regular basis.

8. Agency Shopping Policy

The agency and the tour guides agree on binding rules regarding all shopping activities in shops, bazaars, handicraft centres. The same applies to additional excursions and other activities outside the official program. These rules must be agreed upon by the tour operator.

9. Commitment to Sustainability

The agency is committed to the sustainability of its measure regarding the qualification of its tour guides. All quality standards must become a fixed and permanent part of its corporate culture. All managerial staff must be trained in these matters.