Anyone taking a package tour has certain expectations. Near the top of the list is that the guide or escort will have the know-how and personal skills to ensure everything related to accommodation, meals and sightseeing excursions run like clockwork, and that an easygoing sense of camaraderie exists within the group.
That, of course, is easier said than done, which is why leading local travel firms continue to view investment in training as one of their key priorities.
'Each newly recruited tour escort has to take our 10-day training course no matter what level of experience they have,' said Yau Tik-wai, assistant general manager of human resources and administration at Wing On Travel. 'We have our own culture and service standards, and we need to make sure all our employees meet those standards.'
The comprehensive programme includes on-site visits, role play, formal classroom instruction and day trips. Trainees, for example, go to the Hong Kong International Airport to see senior colleagues and get a clear understanding of the procedures and protocol involved in welcoming tourists, organising departures, and ironing out any unforeseen problems with minimum fuss.
Role play is particularly important for learning to deal with different types of clients and enhancing the self-confidence and overall ability of frontline staff.
'We videotape the whole process, then replay the clip and analyse the performance with the trainees,' Mr Yau said.