Posts Tagged ‘taonga’
NZx – October 31st : delivering on the promise
Naumai
It’s that time of the year again.Hopefully you have your team in place, well trained and ready to go!
Recently we took part in a discussion with Tai Poutini Polytechnic, employers and others associated with tourism on the West Coast. We discussed the opportunities and issues that involve training those involved in tourism.
Much of the discussion was based on the qualities of a guide. How do you take someone that may have all the necessary technical skill (i.e. hard) but needs coaching on the (so called “softer”) skills of guiding i.e. people management ? I think there was general agreement in the group that the biggest need was in the latter. For example how do you mentor an eighteen year old to lead, inspire, entertain and enlighten a 60 year old visitor from another country?
In this blog we look at some some of the qualities we should be training just about anyone involved in tourism, but particularly guides.
Charm / ātahu
Every person in your group is looking for information and more importantly, entertainment, from their guide. Remember we are now an entertainment centric society. A guide should always be constantly looking for opportunities to charm and involve your group in doing things, rather than just listening.
An active C drive / mātau
You may of course be a very charming person but if you don’t have the mātau then your’e on the back foot from the start. Yes you need to know facts, figures and anything else somebody on a tour might ask you. You also need to be prepared to find an answer and get back to people. Make sure you engage with everyone in the group and facilitate discussion between the group.
Stories / tito
Visitors (some) love hearing facts behind the topic of interest e.g. Tane Mahuta, but above all visitors love their guide to share a personal story about the topic. Stories engage people’s minds and more importantly hearts. Facts alone do not.
Organisation and flexibility / nahanaha
You need to be super organised and flexible if you want to be a great guide. The group will have certain expectations about what the are expecting to see. You need to deliver on those, and make sure your timing for pre-booked events is perfect. At the same time you need to be flexible. If an attraction is suddenly closed you need to find an alternative!
Humour / whakataka
Your visitors are on holiday; they want to be entertained. That includes the use of humour. It’s a skill to be developed but can ease a difficult situation, reassure visitors, make them laugh and add real value to a situation. While jokes are part of this, the most important part is you as the leader facilitating the humour in an appropriate way.
Empathy / aroha
You can be assured that somewhere, sometime, when you have a group something will happen to someone in the group. It may be lost luggage, bad news from back home, a cultural issue,or any myriad of issues. In this situation aroha will get you a long way, make your guests feel valued and can assist in solving the issue.
You can read some other interesting views of the qualities that make a great guide, and a tourism host, here and here!
Ka kite ano
Malcolm
Guiding at Maungatautari
NZx – August 22nd: A social license to operate
Naumai
Continued growth in New Zealand tourism is raising questions over it’s social license to operate. As Tourism Aotearoa states ” Tourism will only achieve our Tourism 2025 aspirational goal if we maintain and enhance our social licence to operate. We are encouraging tourism operators to recognise the importance of growing their businesses in a way which balances the economic, social and environmental impacts.”
There is no widely accepted definition of a social license to operate (SLO). However a recent paper by the Sustainable Business Council suggests key attributes include:
Ka kite ano
Just what is tourism’s social license to operate in NZ?
NZx – June 29th: water, water everywhere…..
Naumai
Water, water everywhere so whats the issue…….?
A recent visit to Waireinga/Bridal Veil Falls, revealed a deeply discoloured waterway, with warning signs about the quality of the water, and danger to swimmers. Standing in the midst of 217 ha Wairēinga Scenic Reserve, surrounded by tawa-dominated forest, watching the water flow over 55 metres basalt cliffs, one wonders how this could happen in New Zealand.
There is good work being done in parts of the catchment. Over 8kms of native planting in an area upstream of the waterfall has been completed as part of a local initiative coordinated by Whaingaroa Harbour Care.
Water is already to be established as a key component of this years elections. A recent survey by Lincoln University (8th Public Perceptions of New Zealand’s Environment) canvassed New Zealander’s views about aspects of the environment .
The worst managed environments were perceived to be rivers, lakes, and groundwater, largely on account of very negative perceptions concerning the management of farm effluent and runoff. In fact, nearly 60 percent of respondents deemed farming to be one of the three main causes of damage to freshwater.
In a separate report, Our fresh water environment 2017, found nearly three quarters of native freshwater fish species are threatened by or at risk of extinction, as well as a third of native freshwater invertebrates and a third of native freshwater plants.
All of these reports raise the current issues, but also note the lack of data, and that the snapshot doesn’t take into account the slow movement through aquifers – such as those in Canterbury. The real impact on communities in these area may take many years to surface.
Both New Zealand’s leading export industries, tourism and farming, need to better manage their social license to operate in the environmental space. Water quality, the wider environment and sustainability are discussions (and subsequent actions) that need to form a key part of the this years conversations.
Ka kite ano
Waireinga/Bridal Veil Falls
NZx January 27th: Northland / Te Tai Tokerau
Naumai
Northland /Te Tai Tokerau is a fantastic place. There are many icons to visit here; Tane Mahuta, Russell, Waitangi, Cape Reinga or any beach with golden sands, pohutakawa and sparking blue sea.
A recent visit to Northland enabled us to spend some time exploring both the icons and the back roads.
The icons are all there, service was mostly good but some of the infrastructure was looking decidedly tired and away from the icons – empty. Most of the tourism entities were either staffed by Caucasian or international transients. While hyped up with great marketing the cultural interaction was limited, oversold and didn’t address many of the basics of great visitor experiences.
Beyond the icons it wasn’t to hard to find another story. Hints of elitism, exclusion and then poverty and well… another world one which most New Zealanders aren’t aware of..
It’s sometimes useful to look beyond our initial impressions, and to reflect on how tourism could provide a positive contribution to all in it’s community.
Ka kite ano
Tane Mahuta – a Northland / Te Tai Tokerau icon
NZx 4th December: Restoring the DOC
Naumai
So what’s new the Department of Conservation is restructuring….yet again.
This seems to be a reoccurring event, at least every few years. Combine this with distinct shift to off load many of the Department’s responsibilities onto community groups and you have to shake your head.
In our case we are effectively doing the Department’s job. With a paltry budget of over $ 1.5 million we struggle to protect what we have. Yet we are investing in and creating a new future for much of New Zealand’s endangered wildlife and taonga. Go figure how that works!
I don’t blame the Department for the current situation. Political masters are at work here and DOC has always been an easy target for politicians.
The once proud mission cry of “restoring the dawn chorus” once struck a chord with many New Zealanders.
Perhaps it should be now reworded to say “restoring the DOC”.
Ka kite ano
Malcolm
keeping the bad things out and our taonga safe
NZx 23rd October – life revisited…
Naumai
Since my last post I have moved to the North Island to take on a role as General Manager at www.maungatrust.org
I am still available to talk to you about your visitor experience opportunities – in whatever capacity.
My blogs on visitor experiences and tourism start again this week…so if you’re interested watch this space there’s plenty to blog about!
Ka kite ano
Four week old “Pounamu” a taonga from the South Island but born and bred on Maungatautari