Touris guides and emotional labor

Čustveno delo predstavlja velik izziv pri delavcih v turizmu, še posebej pri turističnih vodnikih, ki so glavni stik z gostom in od njih je odvisno, kako si bodo gostje zapomnili destinacijo. Turistični vodniki se pri svojem delu nenehno srečujejo s čustvenim delom. To pomeni, da morajo zelo dobro obvladovati svoja čustva in jih ustrezno prikazovati, da bi zadovoljili potrebe gosta ali ugodili pravilom obnašanja turistične agencije. Vpliv čustvenega dela na turistične vodnike je glede na rezultate raziskave zelo velik in raznolik, kar smo analizirali s pomočjo polstrukturiranih intervjujev s petimi turističnimi vodniki v Sloveniji. V teoretičnem delu je opredeljena definicija čustvenega dela in turističnih vodnikov, poglavja pa smo še podkrepili z raziskovanjem čustvene inteligence, pomena čustev pri delu in sposobnosti turističnih vodnikov. Turistični vodnik mora imeti temeljne sposobnosti za opravljanje tega poklica, pri svojem delu mora biti resnično pripravljen na vse. Zdi se nam zelo pomembno, da se turistični vodniki zavedajo čustvenega dela, saj lahko le tako zmanjšujejo vpliv čustvenega dela na svojem osebnem področju.Emotional labor presents a great challenge for tourism workers, especially tourist guides, who are the main contact with the guests and depends on them for how guests will remember the destination. Tour guides are constantly faced with emotional labor in their work. This means that they have to manage their emotions very well and display them appropriately in order to meet the needs of the guest or the rules of the tourist agency\u27s behavior. The impact of emotional labor on tour guides is according to the interviewees large and diverse, which we explained by analyzing half-structured interviews with five tourist guides in Slovenia. The theoretical work defines the definition of emotional labor and tourist guides and we further support the chapters by exploring emotional intelligence, the importance of emotions at work and the abilities of tour guides. The tour guide must have the basic skills to work in this profession, and in his work he must be truly ready for everything. We consider it very important that tour guides are aware of the emotional labor, as this can reduce the impact emotional labor on their personal life