I have worked in the tourism industry for a number of years, doing different jobs here and there. I was a ski instructor, a lodging and reservations phone operator, front desk, waitress, housekeeper, tour photographer and now I'm the face of a nature center. I have helped people in and out of helicopters and I have also poured them coffee.
There are great people who come and are willing to pay for the services that these places provide. Many are happy to be there, have a great time, enjoy whatever things there are to do, and leave without too much fuss. These are the people that you want coming back, the ones that are hassle free tourists. These are the same people that graciously accept when there is a problem, understand that things don't always go according to plan and are flexible with their travel plans. It is much easier to find solutions to problems when the person on the other end is understanding.
Then there are the high maintenance tourists. These people are the ones that take up the majority of your time, they nit pick every little detail, they don't appear to be having any fun and they also complain about everything. They are uncompromising, always trying to squeeze every last amenity or service out of you that they can, they look for problems, and worst of all they are entitled. Their attitudes are 'Well I paid for the cheapest option, but I want the best.' They don't see staff as people instead they see them as servants. Staff are forced to grin and bear and apologize for services which were never part of their vacation in the first place, or cirucmstances that were out of their control.
"I'm sorry that you forgot to sign Joey up for ski lessons today in the middle of February break and ski school has been booked solid two weeks"
"I'm sorry the helicopters are loud"
"I'm sorry it's raining outside"
My personal favorite "I'm sorry the puppy you were holding was squirming and fell out of your arms and landed on your foot" keep in mind I was simultaneously trying to comfort a terrified puppy who dropped from a height of four feet and landed face first on a steeltoed boot.
The sense of entitlement 'Because I've paid for this my expectations are so high that they are impossible for you meet them'. They look down their nose at you, you are scum to them, someone they can complain to when they found a spot on the rug underneath the bed, when their coffee wasn't poured for them 5 seconds after they seated themselves, or when the weather isn't cooperating with their plans.
Being the understanding tourist is hard sometimes. When the answer isn't the one that you were looking for, you're forced to reevaluate. I find that remembering the person you're talking to has limitations to what they are authorized to do, helps. Accepting an answer and going up the chain, is sometimes your best bet. Also realizing that the staff are often times very busy, and there might be a larger problem on hand than running towels or lighting your fireplace.
I sometimes have felt the feeling of entitlement well up inside me when I'm on vacation. Perhaps it's because I worked in the tourism industry I begin to get overly critical. It's not a feeling I enjoy. I remind myself that the customer service respresentatives are people too, even if you're not speaking to them face to face. They aren't there to be harassed, or verbally abused by me. They get to go home happy, feeling good at their jobs.
While yes, there are times where a hotel has messed up, where the food is bad, or when your instructor is having a lousy day. It is not always tourists bad attitudes. If you're at a quality establishment then the place will recognize and do the best they can to make it right. If you really don't like the service you are getting, you don't have to come back. But please keep in mind that customer service representatives are people too and often times they are doing all they can for you.
Showing posts with label Tourism. Show all posts
Showing posts with label Tourism. Show all posts
Sunday, September 15, 2013
Friday, June 29, 2012
Tourists
After dogs the biggest part of my job is keeping tourists happy. I make my money off tourists, they are what pays for everything. I never for a second forget that they are the reason why I can be here and living the way that I do.
The town I live in is a cruise ship port. People are all on vacation and they come off their cruise and then go into town and do their shopping thing/ other excursions. You can see the buses full for the tours going by to try gold panning or go to some sort of salmon bake. They go in and out of shops and there are shows that actors dress up in period costume for. After all this town was a bit of a rough place during the gold rush and people enjoy attempting to go back to that time period.
I have been on a cruise before, granted it was to Western Caribbean, but still they are all pretty much the same. In every port there are a series of excursions that you can do and there is usually a town that you can go shopping in. The towns have pretty much the same stores. I'll let you in on a little secret: when you're doing the cruise stops keep in mind that a lot of the shops are all owned by the same people in every port. So a company will have a shop in port #1, #2, #3... they will also have multiple shops in the same town attracting a different audience. The tourists come off the ship... walk around... and then get back on. There are thousands of tourists on each ship.
Now one would hope that if you were paying for an excursion you would be interested in the tour offered. Boy was I wrong! In an ideal world, yes this is what happens, but in the real world some people just look at the price tag and say 'well it's the most expensive it must be good.' and so that is how more people than I imagined get up to Dog Camp and are not actually be interested in dogs. Many people are, but then you have some who are more interested in the snowmobiles. It's very sad for the mushers when they would rather sit on the snowmobile and take pictures rather than pet a dog who is dying for attention. They also are the same people at the end of the tour who are not interested in puppies. I wonder if they have a soul....
Most tourists are nice but then every now and again you get the one or two that just don't get it. They treat you like you're less-than they don't accept 'no' as an answer. They pick on my sunglasses tan and don't listen when I tell them things. Yes I realize they are on vacation but when I say 'It's time to go towards the helicopter site' I don't actually mean 'please take 15 more pictures of puppies and take your gloves off, take pictures of you jumping with a dog team in the background, and go to the bathroom.' Funny how it seems that when I close the box full of puppies people seem to think that RIGHT THEN is the time to take more pictures... even though I've warned them it's going to be closed soon. Tourists do love their picture taking. Another thing they love is to ask the same questions 'When are you getting out of school?' 'Do you live here?' 'Do you have another shot of us?'
I take their action shot while they are sled, and it's moving. As I'm sure you can imagine this becomes quite challenging 'Everyone smile and wave! Now look at me! 3..2..1!' most of the time it turns out just fine. Then there are times when someones hand is in someones face. I will retake the photo if this is the case. However I will not take the photo if your own hand is in front of your face. I counted you down, I warned you, and then your musher told you too. Not my fault. Also the people who will keep their camera in front of their face I will not retake their picture, they will have some amazing video of me taking their picture and telling them to look at me. Then they ask why I have a picture with either their hand or a camera in their face. Tourists will often times take so many pictures that they do what we call the 'virtual tour' which means that they never taken their camera away from their face and just look around... with their eyes. They are constantly looking through the lens of their camera, rather than with their own eyes. You'd rather watch the tour instead of experience it.
Hundreds of tourists come and go and I've yet to have an unhappy tourist. The ones that stick out in my mind are the ones that do something incredibly stupid like ask 'so do you ever get cold up here?' or 'Do you helicopter the dogs in every day and out every night?' my personal favorite 'is this really your career?' or 'so what is your goal in life really?' Well it sure as f*ck isn't to take your picture lady, get back on the helicopter.
At the end of the day we all share our stories, after all we do need to vent about our day. But like I said we all keep in mind that without tourists our job wouldn't happen. With that said we all wake up again and paint on our happy faces to greet the next batch of tourists.
The town I live in is a cruise ship port. People are all on vacation and they come off their cruise and then go into town and do their shopping thing/ other excursions. You can see the buses full for the tours going by to try gold panning or go to some sort of salmon bake. They go in and out of shops and there are shows that actors dress up in period costume for. After all this town was a bit of a rough place during the gold rush and people enjoy attempting to go back to that time period.
I have been on a cruise before, granted it was to Western Caribbean, but still they are all pretty much the same. In every port there are a series of excursions that you can do and there is usually a town that you can go shopping in. The towns have pretty much the same stores. I'll let you in on a little secret: when you're doing the cruise stops keep in mind that a lot of the shops are all owned by the same people in every port. So a company will have a shop in port #1, #2, #3... they will also have multiple shops in the same town attracting a different audience. The tourists come off the ship... walk around... and then get back on. There are thousands of tourists on each ship.
Now one would hope that if you were paying for an excursion you would be interested in the tour offered. Boy was I wrong! In an ideal world, yes this is what happens, but in the real world some people just look at the price tag and say 'well it's the most expensive it must be good.' and so that is how more people than I imagined get up to Dog Camp and are not actually be interested in dogs. Many people are, but then you have some who are more interested in the snowmobiles. It's very sad for the mushers when they would rather sit on the snowmobile and take pictures rather than pet a dog who is dying for attention. They also are the same people at the end of the tour who are not interested in puppies. I wonder if they have a soul....
Most tourists are nice but then every now and again you get the one or two that just don't get it. They treat you like you're less-than they don't accept 'no' as an answer. They pick on my sunglasses tan and don't listen when I tell them things. Yes I realize they are on vacation but when I say 'It's time to go towards the helicopter site' I don't actually mean 'please take 15 more pictures of puppies and take your gloves off, take pictures of you jumping with a dog team in the background, and go to the bathroom.' Funny how it seems that when I close the box full of puppies people seem to think that RIGHT THEN is the time to take more pictures... even though I've warned them it's going to be closed soon. Tourists do love their picture taking. Another thing they love is to ask the same questions 'When are you getting out of school?' 'Do you live here?' 'Do you have another shot of us?'
I take their action shot while they are sled, and it's moving. As I'm sure you can imagine this becomes quite challenging 'Everyone smile and wave! Now look at me! 3..2..1!' most of the time it turns out just fine. Then there are times when someones hand is in someones face. I will retake the photo if this is the case. However I will not take the photo if your own hand is in front of your face. I counted you down, I warned you, and then your musher told you too. Not my fault. Also the people who will keep their camera in front of their face I will not retake their picture, they will have some amazing video of me taking their picture and telling them to look at me. Then they ask why I have a picture with either their hand or a camera in their face. Tourists will often times take so many pictures that they do what we call the 'virtual tour' which means that they never taken their camera away from their face and just look around... with their eyes. They are constantly looking through the lens of their camera, rather than with their own eyes. You'd rather watch the tour instead of experience it.
Hundreds of tourists come and go and I've yet to have an unhappy tourist. The ones that stick out in my mind are the ones that do something incredibly stupid like ask 'so do you ever get cold up here?' or 'Do you helicopter the dogs in every day and out every night?' my personal favorite 'is this really your career?' or 'so what is your goal in life really?' Well it sure as f*ck isn't to take your picture lady, get back on the helicopter.
At the end of the day we all share our stories, after all we do need to vent about our day. But like I said we all keep in mind that without tourists our job wouldn't happen. With that said we all wake up again and paint on our happy faces to greet the next batch of tourists.
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