Code of conduct

1. A BBS member will provide a professional service to visitors, which the BBS defines as caring for the well-being of the visitors and offering an understanding of the places and history of Berlin that is free from prejudice and propaganda.

2. A BBS member will have a wide range of knowledge of Berlin and its surroundings, including areas such as, but not limited to: history, politics, current events, architecture, culture, local customs, means of (public) transport, and tour routes.

3. A BBS member will deal with clients in a professional manner in the execution of his or her duties as tour guide, escort, hospitality staff or any other tourism-related service for which the member is legally contracted in Berlin.

4. A BBS member ensures that, as far as possible, what is presented as fact is true, and that a clear distinction is made between this truth and stories, legends, traditions, and opinions.

5. A BBS member will be knowledgeable about the sites he or she has been contracted to visit and will follow the rules of those sites. The member will advise the visitors of such rules in order to avoid problems and unnecessary delays.

6. A BBS member will be qualified and trained to the satisfaction of the BBS. The member will have a valid guide license for all venues which are required for each agreed-upon tour.

7. A BBS member will arrive at the tour’s agreed-upon starting location at the agreed-upon time. If the guide is late, the guide will do his or her best to compensate the group for the delay. If the group arrives late, the BBS member is not obligated to extend the tour, and the agreed-upon payment will not be adjusted according to the later starting time.

8. A BBS member will be well-groomed and dressed in a neat and clean manner, and will abide by any specific attire requirements agreed upon at the time of being hired.

9. A BBS member will do his or her best to fulfill the client’s itinerary and will advise the responsible party when major adjustments are needed due to circumstances beyond the member’s control, such as, but not limited to: weather, traffic, parades, street closures, long lines at attractions, and group tardiness.

10. While tour guides, like others in the service industry, are accustomed to receiving a gratuity, a BBS member will not solicit tips from the visitors. The only exception is when the member is working for a company that has a specific policy permitting such solicitations and then, the member will adhere to that company’s policy. In all other situations, it is the duty of the tour operator to educate the clients regarding the gratuity.

11. A BBS member will respect the confidentiality of the clients with whom they work. A member will not solicit or accept a job from a client of the company that has hired him or her. Members will not distribute business cards without the knowledge of the company which has hired them.

12. A BBS member will be proficient in the language he or she has stated for the job they have been hired to do. Any proficiency less than fluent should be noted in writing at the time of hiring.

13. In the event of a complaint being filed against a BBS member, the member agrees to abide by the majority decision of the BBS Board of Directors as to the action needed to address the complaint.