Sustainable Tourism and Visitor Management in the Galapagos Islands

Minutes: Page 35

Visitor Management

BG opened the meeting by reminding attendees that visitor numbers are strictly monitored. She stated that the number of ship passengers, the duration of their stay, and sites visited are recorded meticulously. She also pointed out that each ship receives a compulsory site schedule from the park, and visitors are not allowed free access to sensitive sites.

Sustainable Tourism Concerns

LC acknowledged that this scheme had been beneficial but felt that there should be an annual limit to the number of tourists. He warned that the present situation was unsustainable and urged the meeting to take action to protect the islands from further degradation. JB confirmed that this was indeed the case and was worried about the recent invasion of rats brought in on board passenger ships. He promised to give an update on pest control at the next meeting. FC disagreed with the others that there was any immediate need to deal with the pest problem but suggested that the number of luxury yachts owned by foreign tour operators should be drastically reduced. FC observed that the local economy failed to benefit from the influx of tourists.

Page 45: Complaints

Professional Skills: Dealing with Difficult Situations

1. Assume the passenger has a right to be upset. (El pasajero tiene derecho a enfadarse.)
2. Listen carefully and show empathy and consideration.
3. Provide an explanation and an apology. (Una explicación y disculpa.)
4. Reassure the passenger that you will do your best to find the best possible outcome. (Hacer que confíe que haré el mejor resultado posible.)
5. Do not take a complaint as a personal attack. (No cogerlo como un ataque personal.)
6. Do not respond to emotion with emotion.
7. Avoid taking responsibility by making excuses for your company’s shortcomings. (Coger responsabilidad haciendo excusas por las cosas mal hechas de la empresa.)

Useful Phrases

• I’ll do my best: (Haré lo que pueda mejor de mí.)
• Absed: Enfadado
• Refund: Reembolso
• Calm down: Calmarse
• Reassure: Asegurar