The secrets of a tour guide, honed over 20 years of travel.
Tours make travel more enjoyable.

The enjoyment of group travel often stems from the thoughtful and attentive service of the tour guide. From handling unexpected situations to offering helpful suggestions during sightseeing, we spoke with veteran tour guide Tomoko Kubota, who has visited 130 countries and has 20 years of experience, about some memorable episodes. We delve into the secrets behind her exceptional service that will make you exclaim, "Wow!"

— What are some of the things you pay particular attention to when you're leading a group tour?

"The thing I focus on most is calling customers by their names. At first, I had trouble remembering them, but now I can remember almost all of them. I personally don't like being called 'tour guide,' so that's why I want to call customers by their names."

Furthermore, we always make sure to share information when an accident occurs. For example, flight delays. For passengers who are waiting, not knowing the situation—whether it will depart immediately, in an hour, or still undecided—is the most stressful thing. So we make sure to inform them of everything we know, step by step.

The important thing is to "not build walls." Calling people by name and giving clear explanations are all done to make communication easier. That way, customers can ask questions without hesitation."

—It would be great to have a tour guide who is easy to ask questions to!

"I try to spend time with my passengers. I eat meals with them, chat with them while they wait for their flights, and try to greet everyone equally. Since we're traveling far away together, I want them to have a good time."

I believe that tour guides must be a kind of entertainer. I always work while thinking about how I can create "fun memories" for our customers."

— What are some common problems that occur during group tours?

"Cancellations and flight delays happen all the time. When that happens, it's a race against time. The moment I find out, I say, 'I'll explain later, but first I'll go and arrange for a replacement flight!' I have to act as quickly as possible, even if it's just a second faster."

It's a common occurrence... I've experienced it twice this year alone. I've had to rebook plane tickets and, if necessary, arrange hotels and meals. If you're even a little late, a long line forms immediately, so I try to be the first in line and not keep customers waiting."

— What are some common anxieties that customers with little experience in group travel often feel?

"There's a time when we call before departure to give them some information, and they often ask, 'This is my first time on a group tour, will that be okay?' I always tell them, 'Don't worry, I'll be there.'"

— Such thoughtful considerations make you feel at ease during your trip.

"To ensure everyone can relax and feel at ease, I've handwritten my own original travel guide, separate from the standard tour guides that are distributed."
This is where we include information that you wouldn't find in the handouts alone. For example, we add information that we think customers might want to know, such as, "How long will we be walking?", "Are there restroom breaks?", and "Is this a mountain trail?". We compile it on an A4-sized sheet of paper each day and hand it out the day before. It's time-consuming, but... it's easier to remember when it's handwritten, so we've continued doing it this way."

-- Finally, do you have a message for those who are thinking, "I'd like to participate in a group tour in the future!"?

"Travel experiences vary greatly depending on the country you visit. It's natural to feel anxious if it's your first time. But it would be a real shame to participate while feeling anxious. We are travel professionals, so we are confident we can help you."

If you have 100 things you want to do, it may not be possible to fulfill all of them, but our job is to help you get closer to that goal. We want to offer you a "journey to get closer to 100," so please don't hesitate to ask us anything."

*The episodes introduced in the article are experiences at the time of the interview, and we do not guarantee the same response to all customers. Club Tourism always provides safety and security support first depending on the situation.