It was mid-1995, and I stood at the arrivals lounge of the international airport in Colombo, Sri Lanka, clipboard in hand, awaiting a group of visitors. Their flight was delayed, the driver of my tour bus who usually accompany me in the arrivals lounge was nowhere to be seen. As a English and German speaking (local) tour guide, this was a typical start to my week a mix of uncertainty, where any (pre) planning requires to be adapted on the fly.

Back then, my job was simple in theory: receive a group of visitors, guide them through an itinerary they had purchased, and ensure they were cared for from the moment they landed to their departure. In reality, it was a delicate dance of logistics, communication, and adaptability in a time where use of and access to technology that we take for granted today was severely limited.

A typical tour spanned six days and five nights, covering four locations, numerous attractions, and activities. My responsibilities began the moment the group arrived at the airport and ended when I waved them off at departure. During the peak visitor season, I often worked 8–10 weeks straight, with just a single day off.

Managing ambiguity with (rock) Paper and (scissors) Faxes

Much of my work relied on information provided by others upstream and passing it on accurately to those downstream. This chain of communication was precarious at best. Arrival and departure dates, tour itineraries, visitor names, and accommodation preferences all came to me through phone calls, faxes (yes, facsimiles), or, on rare occasions, email. My job was to piece it all together, double-check every detail, and ensure the tour went off without a hitch.
 

Once the details were confirmed, I had to handle logistics such as:

1. Hiring transport to fit the group size (usually 8–16 people).
2. Confirming accommodations in advance, relying on blocks we pre-booked but could adjust weekly.
3. Booking tickets for popular attractions, often requiring me to anticipate demand or arrange for a local to reserve spots.
4. Planning bad-weather alternatives since most tours involved significant outdoor time.

The manual nature of the work was time-consuming and left little room for error. Accommodation providers often relied on phone reservations and faxes, which meant I had to call to confirm every booking. Attractions were another challenge altogether most accepted only cash, and securing entry often required negotiation or paying a local to hold spots for the group.

On paper, being a tour guide might have seemed like a fun or even frivolous job. What people didn’t see was the reality: 18-hour days, continuous multitasking, and creative problem-solving. I was the first one awake and the last one to bed, ensuring all possible logistics was in place for the next day.

But looking back, I realise how much I learned during those years. I wasn’t just organising tours – I was honing project management skills, balancing budgets, resolving conflicts, and learning to adapt to unpredictable situations. For example, on several occasions due to bad weather, I had to quickly reroute a group from outdoor attractions to indoor experiences, ensuring we met their expectations without derailing the schedule. It taught me the value of staying calm when things go south and thinking on my feet.

I also learned the importance of communication and trust. Handling diverse groups of people each with unique needs and personalities (and nationalities), required empathy, adaptability, and diplomacy. I became skilled at forging connections, not just with the visitors but also with drivers, hoteliers, and locals who were essential to the success of each tour.

Though I didn’t have a fancy title or a high salary, I earned something far greater: a practical, on-the-job education that would shape the rest of my life. I learned how to lead with confidence, accommodate differences, and create an positive impact for those who were visiting a new place.

The experience of my first real job gave me perspective. I understood how to navigate complexity, embrace uncertainty, and deliver results under pressure all these skills have (so far) served me well in every role I took on afterward. Most importantly, I learned that even the most challenging jobs could leave you with lessons and memories to treasure.

Looking back, I see those years as my own mini-MBA of sort. They taught me resilience, creativity, and the power of a well-executed plan (and sometimes what to do when plans don’t go well) all while showing me the beauty of shared human experiences.