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Good practice

The good practice of Tartu city guides is based on the Code of Ethics for Estonian Guides. As a worthy and loyal representative of Estonia and Tartu, a guide shall respect all guests, thus shaping the good reputation of their country and promoting the attractiveness of Estonia as a tourist destination.

Tartu city guides shall be guided in their activities by the following values and conduct:

Reliability
  • A Tartu city guide shall be polite, have a respectful appearance, open and friendly attitude.
  • The reliability of a guide is primarily verified by a valid assessment and/or professional certificate.
  • A guide shall draw attention to activities or omissions that damage the credibility of the tourism industry.
  • A guide shall be loyal to the client and refrain from damaging the client’s reputation or misusing the information entrusted to them.
Competence
  • A guide shall participate for at least 15 academic hours per one calendar year in tourism, history, customer service, language and other in-service training, courses and/or seminars.
  • A guide shall be aware of what is happening in his/her work area, as well as the main developments in Estonia and the world.
  • A guide shall prepare well for his/her presentation: familiarise with the program and schedule, show up in an agreed place in advance, wear a name tag and clothing that fits the occasion and complies with the good practice.
  • When introducing the sights to the guests, a guide shall ask tourists to keep a respectful and caring attitude towards the local population, nature and cultural heritage. The guide also shall make sure that, in the case of objects that require a more sensitive approach, such as memorials, battle and burial sites, shrines, etc., the tourist group behaves in accordance with ethical beliefs and local customs. The guide shall know and take into account the specifics and expectations of the group. He/she shall respect tourists and be able to establish himself, if necessary, calmly discuss the cause of the problem.
  • A guide shall convey information in a versatile and objective way, refraining from prejudices and propaganda and distinguishing between facts, opinions, legends and tales in a way that is understandable to the tourists.
  • A guide shall use a versatile vocabulary and express himself/herself fluently.
  • A themed tour guide shall have expressive presentation skills and he/she shall be able to convey the theme of his/her tour in an interesting way and from different points of view.
Obedience to the law
  • A guide shall comply with generally accepted norms and practices, and protect the honor and dignity of his/her profession.
  • A guide shall be familiar with the international, national and local legislation concerning the profession of guide and the terms and conditions of the contract signed with the client.
Impartiality
  • A guide shall be able to stay calm and professional in any situation.
  • A guide shall treat all target groups equally and fairly.
  • A guide refrains from expressing personal opinions on sensitive topics, such as politics, religion, racial or ethnic affiliation, etc., which may cause controversy or misunderstanding.
  • A guide shall not enter into contracts with the sites and/or businesses visited for his/her personal gain, which may question his/her independence in performing his/her duties.
Readiness to cooperate
  • A guide shall work with all cooperation partners (customers, tourism professionals, municipalities, etc.) with respect and consideration, and expect a respectful attitude from them in return.
  • A guide shall respect his/her colleagues and encourage the clients to use the services of certified guides.
  • Guides shall share the necessary information and materials, support the development of beginner guides and work together to promote the guide profession.