Good service pays off for tour guide
Pauline Dikuelo | Friday July 15, 2016 11:22
Poniso Shamukani’s life was normal before April this year. The Satau village native, a 15-year veteran of the safari industry, was engaged in his usual duties as a tour guide at Abercrombie and Kent Safari in Kasane. The global group is among a niche of operators offering the ‘luxury safari’ experience where five-star hospitality and services sublimely meet the pristine wilderness experience.
Shamukuni began his career as a tour guide and after nine years, was able to upgrade himself to a position as a private tour guide, his passion for the craft landing him its most hallowed position. Private tour guides provide the A-grade wilderness experience for discerning tourists.
A private tour means that you don’t have to ‘share’ your guide with anyone else.
Private tours are interactive, more like a discussion than a lecture. You get your guide’s full attention.
When Americans, Davis Arias, his wife and their four friends, landed at Maun Airport for their dream holiday, Shamukuni was ready to give them his full attention, as he has always done in helping tourists enjoy the safari experience.
The private tour guide picked up the group and they headed to Stanley’s Camp in the Okavango Delta where they spent two nights before proceeding to Chief’s Camp for another two nights.
“Usually I take tourists through these camps on various days to show them the Okavango Delta and the wild animals, especially the big five, which usually interest tourists from abroad.
“The group was an amazing one as we gelled well throughout the journey.
“They were unlike some visitors whom we call ‘high maintenance’ due to their demanding and bossy attitudes.
“Mind you even with the difficult type, I have been trained to handle them with a smile,” he says, smiling.
Shamukuni and the group then flew to Chobe where they spent two more nights at Chilwero Lodge before crossing to Victoria Falls in Zimbabwe via a mini-bus and then proceeding to Livingstone in Zambia for two more nights at Sussi and Chuma Lodge where the journey ended.
A surprise awaited Shamukuni.
“Prior to the group’s departure, we had a farewell dinner, which is always the custom with many of our clients.
“They use the opportunity to describe their experience, extend their gratitude or say how we took care of them.
“Arias suddenly announced that because of my professionalism and dedication he was inviting me to visit them in the US.”
The private tour guide says at first he believed Arias was simply being grateful and that the visit would not materialise. Shamukuni and the Americans kept in touch afterwards, with Arias making a point of reminding the Kasane guide that he was working on the trip.
“Last week I received an email from him connecting me to a US-based travel agent after he had booked my flights and paid all the expenses.
I was excited and surprised at the same time that he had indeed kept his promise,” says Shamukuni.
The private tour guide will be flying to the US towards end of this month. He will get an opportunity to visit the Virginia beach, tour Florida and travel anywhere else around the state all expenses paid by Arias.
“To me this is a big opportunity. I grew up in Satau and now I will get an opportunity to visit the States. I will see a beach and the sea, which is quite special, as you know that our country is a semi-desert.
“As I visit these places I will also be learning from the service that I get that side.
Next time, I will be in a better position to service international tourists according to their culture.”
Shamukuni says the US opportunity has been made possible by his commitment and dedication to the job.
“I encourage other tour guides and Batswana in general to always give the best customer service.
It has a reward even if takes a day, a month or years.”