Eye Contact and Body Positioning for Tour Guides
Purpose
This SOP explains how guides should use eye contact, posture, gestures, and physical positioning to make guests feel included and keep the group safe.
Guests listen more closely when they can see the guide’s face and feel personally acknowledged.
Position the Group Safely
Before beginning a story:
- Move completely out of traffic and restaurant service areas.
- Keep guests away from doorways, curbs, driveways, bicycle paths, and active kitchens.
- Arrange the group in a loose semicircle.
- Stand where guests can see both you and the landmark being discussed.
- Avoid making guests stare directly into bright sunlight.
- Leave space for pedestrians to pass.
Do not step backward into the street while speaking.
Make Inclusive Eye Contact
Look at one guest for a complete thought, then naturally move to another person.
Include:
- Guests standing at the edges
- Quieter participants
- Older guests
- Teenagers and children
- Guests who have not asked questions
- People standing farther away
Avoid speaking only to the most enthusiastic guest.
Use a Natural Posture
Stand with:
- Feet comfortably balanced
- Shoulders relaxed
- Head upright
- Hands visible
- Body facing the group
Avoid:
- Folding your arms
- Putting both hands in your pockets
- Rocking from side to side
- Repeatedly touching your hair
- Looking at the ground
- Turning your back while continuing to speak
Use Gestures With Purpose
Gestures should help guests follow the story.
Use your hands to:
- Indicate a building or landmark
- Show direction
- Suggest size or distance
- Mark a transition
- Emphasize an important moment
Do not point toward a person in a way that could feel accusatory. Use an open hand when directing attention.
Positioning Inside Restaurants
Stand where you can be seen without blocking staff or other customers.
Ask guests to settle before beginning. Keep the story brief if servers are delivering food.
Never stand in:
- Kitchen entrances
- Server stations
- Emergency exits
- Narrow aisles
- Doorways
- Areas where hot plates are being carried
Restaurant operations take priority over the guide’s preferred speaking position.
Using Notes or a Phone
If checking notes, glance briefly and return your attention to the group.
Do not read continuously from the screen. Keep the device low enough that it does not block your face.
Practice Exercise
Deliver a two-minute story to several people arranged in a semicircle.
Ask each listener:
- Did I make eye contact with you?
- Could you see my face?
- Were my gestures helpful?
- Did my movement distract you?
- Did the group position feel safe?
Performance Standard
A trained guide should:
- Position the group safely
- Maintain inclusive eye contact
- Use relaxed, confident posture
- Gesture with purpose
- Remain visible without blocking public or restaurant traffic
- Avoid distracting repetitive movements