NAVIGATING HERITAGE: THE DYNAMIC ROLES OF TOUR GUIDES IN KUALA LUMPUR’S HERITAGE WALKING TOURS

Abstract

Heritage walking tours have gained popularity as tourism offerings, signifying a growing demand for authentic and experiential experiences. The success of these tours depends not only on the historical importance of the sites visited, but also on the tour guides’ competence and skills in facilitating the experience. Despite their crucial role in the tourism industry, tour guides often lack recognition in many tourism plans and initiatives. This study explored tour guides’ perceptions of their roles in heritage walking tours in Kuala Lumpur, Malaysia. Data were collected from 11 certified tour guides through in -depth interviews. Thematic analysis was then performed and revealed four primary themes - an image maker, a cultural interpreter, a tour coordinator, and an influencer. As image makers, tour guides shape visitors’ perceptions on the image formation of Kuala Lumpur and Malaysia as a tourism destination. In their capacity as cultural interpreters, guides facilitate deeper understanding of the cultural and historical contexts of the sites. The third role, tour coordinator, revolves around managing and monitoring group dynamics to ensure the tour proceeds smoothly within the allocated time and location. The final role, influencer, emphasises the guides’ commitment to imparting their knowledge and experiences to junior guides, particularly by senior guides with over ten years of experience. While the first three roles focus on the mediation functions between the guide, visitors, and the destination, the influencer role highlights the importance of guide -to-guide interaction as an emerging component of the tour guide role structure. Senior guides serve as role models, helping to improve the skills, and competency of their fellow and junior guides in conducting heritage walking tours. These findings highlight the multifaceted roles of tour guides, demonstrating that their tasks extend beyond facilitating visitor experiences to include fostering a collaborative an d knowledgeable community of guides. The implications for tour guide associations and training institutes suggest the need for tailored training modules that address these diverse roles and support the ongoing professional development of guides in this rapidly evolving industry.