During a discussion with a colleague, I emphasized that the role of tour drivers in ensuring a smooth tour is not just to drive. It includes other skills. She responded by saying "what matters is for the driver to drive us safely to our destination". I replied that I agree with her, but a tourism driver requires other skills which will compliment the tour either positively or negatively.
In the tourism industry, the duty of the tourism driver is beyond driving of vehicle. The position of tourism drivers are usually undermined. The undermining may affect the impression the tour company have worked hard to create on the minds of the clients.
Who is a tourism driver? A tourism or tour driver understands support and customer services by been respectful, render assistance and develop mutual association with the visitors and are concerned about transporting visitors safely to their destination.
The way the tour driver dresses matters. He must be smartly dressed. The smile on the face of the driver will go a long way on the mind of the tourist. He must showcase his driving skill by driving cautiously. The cleaning and smell inside the vehicle are "very" important. Sweet smelling air freshener should be applied.
The driver's manner or reactions to passengers will either promote the transport company or make them lose customers. If a tour company allows the driver to share in the travel experience created for visitors, it's an opportunity and not a right.
Tourism promotion involves every aspect of the industry. Transport companies, online transport app companies or businesses should not be left out. Transport companies should train their drivers regularly especially in the area of customer services. The do's and don't should be highlighted.
I did a job recently and the bus driver was part of my team. The purpose was to encourage him to understand the travel and tourism work. To my surprise, some weeks after the trip, I got an email from my client (tourist) that the driver had been disturbing him by messaging and calling on phone for financial help. I thought his phone was hacked but found out later that he called and messaged the tourist several times. What do I do? Do I call the transport company and complain and he may lose his job? I called the driver personally to tell him of my disappointment in his behavior. He apologized but what impression had he created in the mind of the visitor?
On every tour, I usually have a meeting with my team and the driver or drivers. The purpose was to ensure that the driver understands and is educated on the uniqueness of the trip.
In Asia, especially in destinations like Singapore and Malaysia, cab drivers also works as guides. Some directly work with tour companies, hotels, attraction sites, store owners, restaurants, etc. and are paid based on commissions. I have been working on this here in Nigeria and I think government tourism agencies need to sensitize tourism transport companies in all plans for tourism development in Nigeria.
Tour drivers are very important in the success of a tour. I usually encourage tourist drivers to learn about tourism and how they can improve their role.