Code of Practice for NATAS Outbound Tour Leaders
Badge holders shall comply with the conditions set out in the Schedule which may vary from time to time.
NATAS may suspend, revoke or refuse badge renewal if the badge holder:
1) Had been found to provide false information during application.
2) Had been found guilty of misconduct that renders him unfit by his employer to continue to lead tours.
3) Has failed to comply with the Code of Practice for Outbound Tour Leaders.
4) Has abused the use of this badge.
Primary Objectives
The objectives of this Code are to ensure that tour leaders conduct themselves professionally and responsibly while upholding the image of the outbound sector and the tour leader profession.
Principles
Outbound Tour Leaders shall always perform their duties ethically and with enthusiasm while abiding by the principles set out below:
- Outbound Tour Leaders should strive to uphold the image and reputation of travel agents and the outbound industry through the delivery of good service that is guided by well grounded professional qualities and ethics
- Outbound Tour Leaders shall familiarize themselves with and act according to this Code and all regulations of NATAS while on tour-leading assignments.
- Outbound Tour Leaders should strengthen and upgrade their capabilities by keeping abreast of current market developments and make attempts to enhance his/her knowledge resulting in greater effectiveness and resourcefulness in the performance of his/her work.
Committing to Professional Ethics
Outbound Tour Leaders shall adhere to professional ethics. When receiving tour participants, they shall:
- be well-mannered, tactful, dutiful, sincere, punctual, attentive, fair & patient to all tour groups assigned to him/her;
- strive to uphold the overall interests of the tour group;
- in no way discriminate in rendering service to any tourist on any basis, e.g. colour, gender, ethnicity, nationality, physical challenge, age, etc.
- provide tour participants with accurate and fact-based information, demonstrate depth of understanding through well-grounded knowledge; provide a skilled presentation of knowledge, interpret and highlight surrounding, and inform and maintain objectivity and enthusiasm in an engaging manner.
- contact relevant organisations such as government departments, insurance companies and tourism bureaus for verification if necessary;
- respect the customs of the destinations and be law abiding;
- Do not threaten to seize or take away the travel documents of tour participants.
- To act fairly and reasonably in all dealing with all those who engage the services of guides and with colleagues working in all aspects of tourism
- avoid situations which may lead to an actual or perceived conflict of interest situation and report any unavoidable conflict of interest situations to their travel agents.
Delivery of Contents and Approach
- To ensure that as far as possible what is presented as fact is true, and that a clear distinction is made between this truth and stories, legends, traditions, or opinions.
- Be professional in providing an objective understanding of the place visited, free from prejudice or propaganda.
- To be prepared for each tour when the itinerary is furnished in advance. Assumes responsibility for reporting on time and for meeting appointments and schedules within his/her control. Be sensitive to the interests and values of the tour group and not share his/her personal views on controversial subjects such as sex, religion, and politics.
- Shall in the event of not being familiar with, or being unable to provide information requested by a tourist, consult with the appropriate authorities for assistance.
Appearance
Outbound Tour Leaders should be well groomed and appropriately dressed in the presence of their tour participants.
The Outbound Tour Leader should maintain good personal hygiene and uses proper judgment in dressing appropriately for all tours.
Safety of Tour Groups
Highest priority should be accorded to the safety of tour groups.
Tour Leaders should remind tour participants to be watchful about personal belongings and pay attention to the safety of food, transport, accommodation, sightseeing and other activities.
Tour Leaders should follow the Standard Operating Procedures of the respective travel agents when handling emergency/accident/medical cases. Arrangements may be required by the travel agents for the tour leaders to arrange professional treatment for injured/sick tour participants or arrange emergency rescue service (if necessary). They shall report accidents to the police if the liability of third parties is involved.
Honouring Service Pledges
Outbound Tour Leaders shall not alter the travel agent’s itinerary arrangements, which includes adding or cancelling any of its items, without the consent of the tour participants and their travel agent. If alteration is necessary because of emergencies or special circumstances, they shall explain clearly the reasons for such change to the tour participants and report it to their travel agent promptly.
Cooperation with Overseas Suppliers
Outbound Tour Leaders should always co-operate with all relevant service suppliers to ensure a seamless tour operation and that the best possible service had been delivered to the tour participants in line with the relevant service contract. Service suppliers include local tourist guides and tour coach drivers, attractions, hotels, restaurants and tour coach operators.
Guidelines governing Shopping Activities
Tour Leaders shall not coerce and/or mislead tour participants into purchasing any goods, nor shall they allow their service attitude to be affected because the tour participants are unwilling to purchase.
Guidelines governing Optional Tours/Activities
Outbound Tour Leaders shall comply with guidelines governing optional tours stipulated by their travel agent.
Outbound Tour Leaders shall not coerce tour participants into joining optional tours and shall let them freely decide whether to join such activities according to their preferences.
Prior to arranging optional tours, tour leaders shall explain clearly to tour participants the content, duration, fee and safety.
Outbound Tour Leaders shall make appropriate arrangements for those tour participants who do not join optional tours when such activities are held.
Guidelines governing Acceptance of Service Charges / Gratuities
Guidelines governing service charges / gratuities stipulated by their travel agent should be understood and adhered to always.
Outbound Tour Leaders shall not collect service charges / gratuities from tour participants by any coercive means, nor shall they allow their service to be affected because few or no service charge / gratuities are given.
Abiding by the law
Outbound Tour Leaders shall abide by, and help tour participants to understand and abide by, the laws of Singapore and the overseas destinations.
Copy updated 30 August 2013 (Industry Affairs)
NATAS Tour Leader Registry 