The Role of Iceland Travel Tour Guides
Work Environment and Expectations
We care about our guides’ well-being at work, and we strive to promote an environment reflecting this.
Your conduct and appearance are important parts of conveying a positive image of the company. You are our ambassadors and should be proud of that role.
Main Goal: To provide outstanding service and be an effective ambassador for Iceland and Iceland Travel.
Here are Iceland Travel’s Values
Iceland Travel’s Work Expectations
→ Wear clean and neat attire
→ Review the day’s route with the driver before departure
→ Share educational and useful insights with guests
→ Regularly do guest head counts, a very important task
→ Repeat questions and answers to ensure everyone hears
→ Show patience and attention toward guests at all times
→ Regularly monitor our guests’ well-being
→ Show engagement and interest in interactions with guests
→ Minimise mobile phone use except for work matters and emergencies
→ Do not smoke in front of our guests
→ Do not chew gum in front of our guests
→ Do not just recite facts; instead, provide engaging information
→ Do not chat with the bus driver
→ Do not answer questions from only one guest
Alcohol Consumption
Alcohol consumption is not permitted on Iceland Travel tours. In exceptional cases, moderate consumption is permitted after arriving at the evening’s destination (one glass of wine or beer). Alcohol consumption must never impair a guide’s judgment or negatively affect the group.
Safety
Iceland Travel emphasises the safety and welfare of passengers. Guides must always ensure full safety and warn guests about possible dangers while travelling.
Our 2025 Safety Plan
Incident Report - General Instructions
It is important that you complete an incident report if an accident/illness occurs during a tour, no matter how minor the incident may seem. The completed incident report should be submitted to the tour’s Operations Team representative. You also need to fill out a paper version of the form. Here is the Incident Report.
Cruise ship guiding - the completed report should be handed to an Iceland Travel staff member at the dock immediately after the tour.
All other groups - the completed report should be submitted to the tour’s Operations Team representative as soon as possible.
Tour Management
Tour Start
Meet your guests at their hotel or the nearest bus stop. For cruise tours, meet them at the dock according to information from our office.
Before the tour vehicle departs, familiarise yourself with:
→ Location of emergency exits
→ Location of hammers to break glass
→ Location of first aid kits and fire extinguishers
→ Whether ice cleats are included in winter tours
Before departing, advise the passengers:
→ 112 is the emergency number in Iceland.
→ Show where emergency exits, first aid kit, fire extinguishers, and hammers are located.
→ Remind them that seat belts are mandatory by law -ensure passengers fasten their belts before departure.
→ Point out the importance of appropriate footwear due to uneven terrain and slippery conditions.
→ Explain that weather in Iceland changes rapidly and the importance of wearing protective clothing, even if the tour begins in good weather.
→ Warn about poorly marked and uneven footpaths.
→ Emphasise the importance of respecting nature, proceeding with caution, and following instructions at each location.
During the tour
→ Accompany the group at natural attractions to ensure safety and environmental protection, and to maximise the guests’ experience.
→ Driver-guides – you must accompany the group, although you’ll leave the vehicle last and return first.
→ Avoid letting passengers walk alone between locations when possible.
→ Inform guests where the next toilet facilities are located.
→ Winter and northern lights tours - distribute ice cleats and headlights as needed and collect them after use.
Accommodation
Iceland Travel makes all efforts to ensure that guides and drivers stay in the same accommodation as the tour passengers. However, situations may arise where guides and drivers are booked elsewhere for accommodation.
Inform Iceland Travel if there are unexpected changes to accommodation from what was decided before departure.
Communications
Call hotels, restaurants, and other suppliers in advance to announce the group’s expected arrival time. Guides use their own phones and are compensated according to the collective agreement.
Hotel Check-in
Accompany the group into the hotel reception and ensure check-in goes smoothly, whether you are staying at the hotel or not.
Bus Tours in Downtown Reykjavík
Due to restrictions on larger vehicle traffic in the downtown area, special bus stops are used. The guide accompanies passengers on foot between the City Tour Bus Stop and the hotel.
Driver-guides - clearly give guests walking directions to the hotel from the City Tour Bus stop and then come to assist with check-in as soon as possible.
Tour ending at the airport
Some tour itineraries require the guide to accompany the group to the departure hall. In this case, please assist guests as quickly as possible. If a guest has ordered an airport wheelchair or special escort, ensure that the guest meets the escort staff.
Lost Luggage (Arrival flight)
Make sure reports are made about lost luggage. Guides should assist, but Iceland Travel cannot follow up on cases. Ultimately, flights are the responsibility of the passenger or their travel agency.
Professional Communication
Always show respect and friendliness to service partners and guests. Resolve any disagreements in such a way that the passengers do not notice.
Changes Due to Weather or Other Circumstances
Always monitor weather forecasts and road conditions. If the travel plan needs to be changed, contact the Iceland Travel office or emergency line/service centre. All changes require company approval. Always respect road closures.
Safety Equipment for Winter Tours
Ice cleats should always be available during winter tours. Remind guests to return both ice cleats and headlights at the end of the tour when borrowed.
Feedback
Your feedback is very important for us. Please contact your Iceland Travel representative with comments or suggestions regarding the tour.
General Procedures
Iceland Travel pays all guides according to the tour guide collective agreement.
Employees
Tour guide salaries at Iceland Travel are paid by the Travel Connect payroll department.
→ Pay period: From the 16th of each month to the 15th of the next month
→ Payment: First business day of each month
Contractor Pay
Guides working as contractors receive a premium on top of collective agreement-based wages corresponding to payroll taxes.
→ Holiday pay is calculated into the hourly rate
→ Contractors are responsible for submitting all public charges themselves
→ Contractors need to register for VAT if necessary
→ Iceland Travel does not pay collected VAT unless the ID number has an active VAT number on the invoice
→ Phone costs and expenses do not bear VAT
Expenses
If lunch and/or dinner is not included in the tour:
→ The guide pays for the expenses.
→ The guide submits a request for reimbursement through https://www.icelandtravel.is/guide-cost/. All receipts must be attached.
→ Important - Insert the correct booking number for the tour (found on the itinerary).
Valid Receipts
Iceland Travel can only reimburse if a valid receipt is attached.
Note: The cardholder’s copy from a payment terminal is NOT a valid receipt.
The receipt must include:
→ Seller’s ID number
→ Date and time of purchase of goods and services
→ Iceland Travel’s ID number: 410791-1379
→ Tour booking number Booking Numbers and Payments
→ Guests must pay for items that are not listed as included in the itinerary.
→ The group Booking Number replaces vouchers/service requests.
→ If Iceland Travel approves additional services, an Iceland Travel employee must book that service and inform the guide.
Note: No service may be charged to Iceland Travel without office approval; the tour booking number must always accompany the invoice.
Food Handling Rules
Iceland Travel guides are sometimes responsible for handling and distributing food to passengers on tours. These are usually packed lunches, which are provided by the accommodation in the morning and consumed during the tour’s lunch break.
Common Food Items
→ Sandwiches (prepared in the accommodation’s kitchen or purchased from an approved provider)
→ Fruit juice
→ Yogurt
→ Biscuits and cakes
→ Fruits
→ Coffee and tea
Food Handling - Key Points
1. Upon Receiving Food:
→ Ensure that the food items match the office’s order.
→ Check that food is neatly packed in appropriate sealed packaging.
→ Confirm that food has been stored in a refrigerator until delivery.
→ Ensure that hot drinks are freshly prepared.
2. Food Storage:
→ Store in a cool place until consumption.
→ Preferably, store in a refrigerator at 0-4°C.
→ If there is no refrigerator in the vehicle, store in a cool place in the luggage compartment.
3. Distribution and Cleanup:
→ Exercise utmost hygiene and cleanliness when distributing food.
→ Passengers are free to take what items remain at the end of the meal.
→ Sensitive refrigerated food should never be distributed later.
→ Coffee/tea and purchased food in sealed packaging that can withstand variable temperatures may continue to be used.
4. Waste:
→ Nothing should be left behind during cleanup.
→ Attempt to sort waste and packaging for recycling.
→ Return recyclable items to the nearest recycling station.
Driver Working Hours
Statutory Rest Regulations
→ Drivers must get 11 consecutive hours of rest each day.
→ During the tour, the driver gets a 45-minute rest every 4.5 hours.
→ 1 hour is allocated for cleaning the bus each day (usually after the day’s driving ends).
Important points
→ Driver working hour rules are based on regulations and are not negotiable.
→ The group should arrive at the hotel no later than around 6:00 PM.
→ Timing, of course, depends on the morning departure time.
Environmental Issues
Our Sustainability and Environmental Policy
Tour Guide Responsibilities
All guides working for Iceland Travel should:
→ Familiarise themselves with the company’s sustainability policy.
→ Implement the policy in their daily work.
→ Educate tourists about the importance of environmental protection.
Environmental Role Models
We ask all guides working for the company to be role models for passengers in environmental matters, and to guide them where appropriate.
General Nature Conservation Rules
→ Leave places as you found them (or better).
→ Do not leave rubbish in the wilderness or bury it in the ground.
→ Ensure that passengers stay on marked walking paths.
→ Remind passengers not to damage the country’s delicate vegetation.
→ Take care not to disturb the wildlife.
→ Ask passengers not to damage the environment, move stones, or build cairns.
→ Remind passengers that the country’s water sources are fragile – they must keep springs and pools clean.
→ Driver-guides should never drive off-road.
→ Urge passengers to respect conservation rules and guidance from caretakers and national park rangers.
→ Emphasise never to damage or disturb the land’s geological formation.
→ Remind passengers to respect the peace and tranquillity of rural life.
Eco-friendly Driving for Guide-Drivers
If you are responsible for driving the vehicle, you should:
1. Reduce Fuel Consumption:
→ Maintain steady driving within speed limits of each area.
→ Be aware of vehicle use (for example, releasing the accelerator at appropriate times).
2. Plan Driving:
→ Prepare driving routes in advance.
→ Check road conditions before departure.
→ Avoid traffic congestion and additional driving.
3. Practise Good Driving Habits:
→ Adopt a relaxed and protective driving style.
→ Pay close attention to what’s ahead to prevent sudden speed changes.
→ Turn off the vehicle during long stops.
4. Consider Technical Matters:
→ Remove unnecessary additional equipment, such as luggage boxes.
→ Check tire pressure before departure.
→ Only use ventilation, air conditioning, and heating when necessary.
About Iceland Travel
Iceland Travel traces its roots back to 1936, when the State Travel Agency was established. Since then, the company merged with other companies and evolved into a travel agency, tour operator, and DMC (Destination Management Company). Iceland Travel is a subsidiary of Travel Connect, a holding company with 7 subsidiary companies in the tourism sector.
Iceland Travel builds on decades of experience and has been at the forefront of marketing Iceland internationally. We specialise in planning and preparing group tours, incentive trips, school groups, cruise ship passenger reception, and individual tours. We operate tours either under the name of Iceland Travel or international travel agencies/tour wholesalers doing business with us.
Iceland Travel’s staff has good education, extensive experience, and diverse language skills. We know the importance of understanding different nationalities’ needs and expectations, from marketing until guests arrive in Iceland. Our guides play a key role here and are the face of the company to the outside world.
Iceland Travel Organisational Chart
Our guides work with tours organised by various Iceland Travel departments.
1. Leisure Sales:
→ Leisure sales handles sales and marketing for all general tours.
→ Reservations handles bookings for individuals.
→ Group Operations manages the operation of tours.
2. Cruise Services:
→ Cruise Sales handles sales and marketing to cruise ship companies.
→ Cruise Operations and Cruise Expeditions serve arriving cruise ship passengers and manage day tours from various Icelandic ports.
→ Cruise Stopover manages tours for cruise ship passengers who stay in hotels and visit Iceland before or after cruises.
3. Incentives & Events:
→ Incentives handles sales and marketing for events and incentive trips of all sizes and types.
4. Luxury Travel:
→ The Nine Worlds brand specialises in customised luxury itineraries.
Support Departments
Iceland Travel’s support departments handle specific tasks connected to tours.
→ Product Development and Production handles development and production of Iceland Travel’s tours and services.
→ Resource Management handles recruitment and communication with guides, along with bookings and communication with bus companies.
