SVT Procedures, Policies & Etiquette
Please read the policies below and then submit
Swan Valley Tour guides are to provide personal interaction and need to maintain the highest standards of etiquette whilst on tour.
The following points need to be followed:
- The visitors are always made to feel relaxed and comfortable with the guide.
- Guides must drive courteously and as smoothly as possible at all times to make the visitor feel at ease.
- Maintain courtesy and calmness. Relax and enjoy the tour yourself.
- No bad language.
- Avoid controversy; keep your opinions to yourself (unless asked, and then use diplomacy). Run the tour on a discussion basis, not simply reading a script i.e. use your knowledge where appropriate.
- Remember the visitor is on holidays; so don’t ask about work unless the visitor brings it up. Keep the mood light and happy.
- You; as the guide, are representing Swan Valley tours, the Swan Valley, Western Australia and Australia.
- Be happy and polite to all suppliers, e.g. Venue and hotel staff etc. Remember, without them, we have no business.
- Always think about safety for you and your visitors.
- Put a positive light on all aspects of the tour.
- Follow up any problems, take notes and take the appropriate action.
- Ensure vehicles are always parked correctly.
- Ensure visitors remain seated and belted in (where belts are fitted) while the vehicle is in motion.
- If there is bad weather, make light of it and drop visitors as close to the venue entrance as possible, settle them in, then park the vehicle.
- Please note that no alcohol is permitted to be consumed on the vehicle in accordance of the Liquor Licensing Act 119(4)(a). As our commitment to be responsible hosts and to protect our Tour Operators licence, we do not allow eskies with alcohol brought onto the coach. Wine brought during the course of the day will be kept in a safe place and handed back at the end of tour.
- If alcohol is opened/consumed on the coach, the driver is authorised to stop the tour and ask those offending (or all) passengers to disembark immediately. There will be no refund of any part of the tour that has not been completed due to this occurrence.
Drug & Alcohol Policy
Swan Valley Tours provides a work environment which aims to ensure the health, safety, respect and productivity of all employees.
The use of drugs and alcohol may impair an individual’s capacity to perform their job safely, efficiently and with respect for work colleagues and customers.
The use of such substances may result in the risk of injury or a threat to the wellbeing of the impaired employee, other employees, customers or any other parties.
No employee is to commence work, or return to work, while under the influence of alcohol or drugs.
The purpose of this policy is to maintain a work environment free from the effects of the use of alcohol and drugs.
Company vehicles are not to be driven by anyone who is under the influence of alcohol or drugs. Swan Valley Tours will not accept any liability for any damage to a company vehicle, injury to any person, or damage or injury to any third party incurred while the driver of the Swan Valley tours vehicle is in breach of this policy or the law. All liabilities shall rest on the driver.
If you take prescription drugs, please check with your doctor to establish if the use of the drug will impact on work performance. If so, please obtain this advice in writing and provide to your manager.
Swan Valley Tours observes a no smoking policy in all premises, including company vehicles.