The rapid growth in adventure tourism has brought economic benefits but the wellbeing of tourist guides is "often overlooked" and problems have arisen from burnout and turnover.
University of Otago tourism department lecturer Dr Susan Houge Mackenzie made those points last week. Guide behaviour played a "critical role" in tourist satisfaction, she added, but little research had been done on guide-to-guide and guide-to-employer relationships.
That was because guide-to-client interactions and client experiences tended to "receive the most attention from industry and researchers". But knowing how adventure tourism affected the psychological wellbeing of its guides was "vital to developing sustainable industry practices", Dr Houge Mackenzie said.
"If people’s wellbeing isn’t being supported, there’s going to be burnout and turnover."
"The guides are huge.
"A guide makes or breaks that experience for the client."
She had encountered "fantastic" guides in Queenstown. New Zealand was "very forward-thinking" over safety-related training and employers were keen to look after their guides.
But guides faced big work pressures at the peak of the season, and any "tweak" improvements, such as providing lower-cost accommodation, and mentoring programmes would be welcome.
Her research into stress and employee experiences in tourism management overseas showed that demanding lifestyles, high-pressure work environments, and intensive co-worker interactions could have "negative effects".
These could affect interpersonal relationships, work-related anxiety, burnout and turnover among adventure workers, she said.
Guides were likely to enjoy their work more if they had some autonomy, such as to co-create — within limits — activities with their clients, having scope for creativity and having positive relationships with other staff.
Dr Houge Mackenzie worked as a river surfing adventure guide, mainly in Queenstown (2002-2011), and did some guiding in Colorado and South America.
She also completed an adventure tourism-related PhD through the Otago School of Physical Education, Sport and Exercise (2006-2009).
