Swimming in dangerous waters: a phenomenological study of the risk management of tour guides

Abstract

The aim of the study is to explore the risk management experiences of tour guides by using a phenomenological approach. Tour guiding involves providing historical and cultural information, managing complex human interactions, ensuring safety, and overcoming logistical challenges. The study adopts a phenomenological approach to explore the experiences of 19 active tour guides in Eskişehir who are registered with the Ankara Chamber of Tour Guides. Data were collected through in-depth interviews and analyzed using descriptive and content analysis. Four main themes emerged: Challenges of the tour guiding profession, preparation before the tour, risks before the tour, and risks during the tour. The findings highlight that risk management strategies are critical to ensuring both guest satisfaction and guide well-being. Tour guides emphasize the importance of flexibility, crisis management skills, and proactive planning. This study contributes to the existing literature by providing insights into the real on-site experiences of tour guides and by offering actionable recommendations for improving risk management training. Safety standards and the guest experience can be significantly enhanced by improving tour guides' preparedness. Therefore, this study contributes to the current body of knowledge as it offers a framework for risk management of tour guides, tour guides’ relevant solutions and strategies. Finally, it provides recommendations for theorists, practitioners, and other researchers. It is essential to address the underlying cause of the problem in order to resolve the situation effectively. When a risk is identified, it is crucial to remain calm and seek the most efficient and optimal solution.