Tourism for all – making your guiding services accessible to all

Why should Tourist Guides focus on ‘Tourism for All’?

As professional Tourist Guides we do not only have a moral obligation but also a legal duty to anticipate – and give due consideration to - the needs of all people and understand the challenges of access that many disabled and less able people face when using our services.

If this isn’t enough there is a real business case: the market for accessible tourism is growing. It is estimated that by 2025 more than a third of the UK’s population will be over 55 years old (source: VisitBritain). Today’s elderly visitors are more active and better off than previous generations; there is a correlation between age and disability. Be prepared for the future.

On a global stage, the United Nations World Tourism Organisation (UNWTO) considers Accessibly Tourism as a ‘Game Changer’ – read more on the 6 main action areas here.

Our visitors have a multitude of needs, which we – as Tourist Guides - need to anticipate, recognise and address whilst delivering the tourism product expected and bought by our visitors. The tourism industry is moving towards becoming more accessible and inclusive and we Tourist Guides have to play a crucial part in this effort. Guiding visitors with special or additional support needs isn’t rocket science.

By using our guiding skills, to the best of our ability, we will make our services more accessible. More accessible tours delivered by skilled, professional tourist guides will benefit every visitor, not only those with special or additional needs.

How to reach the ‘Tourism for All’ market? … have an online presence

Even though elderly and vulnerable visitors are cautious of travelling during the time of a pandemic, they are – as everybody else - researching their next holiday. Most people with disabilities have been actively using the internet even before the pandemic. This is where Tourist Guides need to build up a better digital presence.

It is free to have a presence on Pantou - the accessible tourism directory. Pantou is the Greek word for everywhere and the directory is global.

Membership of the European Network of Accessible Tourism (ENAT) is by subscription, but definitely worth considering if you want to specialise in ‘Tourism for All’.

Why not subscribe to the ENAT and other newsletters in the ‘Tourism for All’ sphere and use your non-guiding time to read and research and find your niche in the vast accessible tourism market. See the list of useful links at the end of this post.

Make sure your own website and social media is accessible, is easy to read and to navigate – for all. Website Accessibility Checkers as well as guidelines are available.

 If you want to specialise in servicing visitors with hearing impairments, consider a text-to-speech solution for your website.

… and, easiest of all, tell your partners about your (new) specialism.

What can Tourist Guides do in practical terms?

Our visitors have a multitude of needs, which we – as Tourist Guides - need to anticipate, recognise and address whilst delivering the tourism product expected and bought by our visitors.

1. Anticipate and prepare (before the tour)

• Always ask the agency, at booking stage, if there are visitors with additional needs; ask for a visitor profile, e.g. special interests, diet, age, mobility – ‘anything I should know about the visitors?’
• Go through the itinerary and double-check timing
• If possible, visit sites, hotels etc. in advance – search/ask for access statements
• Inform sites, coach company, hotel/s, colleagues about your visitor/s with additional needs
• Think ahead and have options and alternatives – be flexible

2. Observe and recognise (at the start and throughout the tour)

• Eyes open – hands off
• be approachable for visitors, engage in conversations
• Ask if anyone has any special dietary or other requirements, e.g. ‘come and speak to me, if … ‘. Remember many disabilities are invisible.
• undertake specialist Continuous Professional Development (CPD) to recognise conditions and adjust your services

3. Address the visitors’ needs / guide accordingly (throughout the tour)

• be aware, be flexible
• balance the needs of the group and the visitor/s with special needs – offer information and options – never exclude anyone
• be aware of and use available facilities
• seek help where possible
• use your guiding skills to the best of your ability and make your tours more accessible and enjoyable for all visitors.

What are Top Tips for guiding people with specific impairments and needs?

1. Treat disabled visitors with the same respect as you treat everyone. Think: what can the person do – not: what can’t the person do

2. Show that you are approachable for everybody.

3. Don’t assume that someone wants assistance. Never assume that you know how someone else would like to be helped. Offer to assist and let the person tell you yes / no and how they would like to be helped.

4. Remember you are the guide, not the carer – work as a team with carers and assistance animals. Remember guide dogs for people with visual, hearing or other impairments or conditions are working animals, do not pet them without asking the permission of the owner

5. Always communicate directly with the disabled person, rather than their assistant or carer or sign language interpreter.

6. Ask yourself how you would like to be treated if you were in the position of your visitor.

7. Do not judge the intelligence of a person by the way they speak. People who have speech impairments do not necessarily have learning difficulties, let them finish what they are saying without second guessing. If necessary, ask short questions that require a short answer (or nod or shake of the head) to clarify your understanding. Never pretend to understand if you are having difficulty doing so.

8. SEATING – as much as possible try to ensure your tour stops are near benches/seats particularly towards the end of the tour or if people have just walked upstairs.

9. Always ask the entire group if stairs are ok and suggest alternative routes, e.g. lift or ramp. Don’t single anyone out.

10. Relax! Don’t be embarrassed if you happen to use common expressions such as ‘see you later’ or ‘did you hear about this’.