Guide From Airport To Hotel Or Sightseeing Spot

-You should help the elderly carry their suitcases and luggage. If they forget to lock their suitcase… show them how to lock it.

again, don't lock them for them.

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group.

3.6.2.3. Check the number of passengers and luggage

-Sometimes there are fewer or more guests than expected. If there are not enough guests, you must ask the manager.

-If the customer is missing or changes, you must call the company to report: increase or decrease the output.

Food and related services.

-Check luggage before leaving the airport, departure.

3.6.2.4. Resolve situations (if any)

-Lost luggage: take the passenger to the airline and complete the procedures.

- Passenger's luggage or suitcase is damaged: take the passenger to the airline and request compensation.

-Passengers whose luggage is stolen must report to airport security.

-Weather changes, waiting for procedures, etc. caused the customer to faint...so call an ambulance at

place or hospital

-Driver suddenly stops driving, or gets stuck in traffic or suddenly breaks down... report to the company

Rent a car at the airport to take the group, avoid making guests wait long.

KL: Tour guides must be calm to find the best solution, and experience takes time.

3.6.2.5. Guide from airport to hotel or tourist attraction

-Inform the driver of the schedule or send the car back to the hotel.

-First welcome

-Introduce the driver and the bus assistant first. Then, introduce the tour guide. (Note that the introduction must be polite, tactful or humorous to create intimacy and affection between the tour guide and the driver, avoiding conflicts.

-If the group is international, introduce yourself slowly. Because many names also represent Vietnamese culture. Don't introduce too much, but leave it hanging and continue later.

- Give a general introduction about your city. Talk about Vietnam in general. Talk about the weather, climate, customs, etc.

-Local time notification

-Distance from airport, train station… to hotel

- Announcement in local popular languages in Vietnam for guests' convenience

use

-Guide customers to buy phone Sim card + how to call abroad (if any)

International visitors: Vietnam travel abroad)

- Introduce the area and population of your country and city.

-Inform about currency, currency exchange places, exchange rates... for customers to know how to use

-Inform the security situation in the city.

-Encourage guests to leave their keys at the hotel's Safety box.

-Remind guests not to leave personal belongings, money, or valuables in the room but to leave them in the gift box.

new (with receipt)

-Note to customers on how to behave with beggars, street vendors, etc.

-Take the opportunity to ask guests about previous meals, first meals... thereby introducing

Introduce Vietnamese food.

-Help customers complete procedures if any. Priority given to the elderly and children.

-To some extent, there should be favoritism towards the delegation leader to create a good impression on the delegation leader.

3.6.2.6. Check-in at the hotel

-Please notify the hotel in advance for support if checking in with a large group.

-The tour guide should stay a while to resolve situations that may arise such as: guests requesting to change rooms, helping guests communicate with hotel staff who cannot use foreign languages. This also creates a good impression of the tour guide for visitors.

- Tour guide should ask guests about hotel rooms, show guests how to use the facilities in the room

room (Most guides are lazy and rarely do this).

3.6.2.7. Prepare the first meal for the guest

-Based on the situation of each group and each customer.

-Inform guests of restaurant location

-Inform guests of the restaurant's opening hours. For example: that restaurant

Breakfast is served until 9:00 am etc. & etc.

3.6.3. Step 3: Implement the tour program for the group

3.6.3.1. Discuss the tour program with guests or tour leaders

- Discuss and agree on the tour program in advance with the tourist or group leader.

+ Unified sightseeing spots

+ Unified schedule

+Unify alarm time

- Pay attention to the time that tourists use. For example, American and European tourists often start from 9:00 onwards, not 7:00 or 8:00 like Vietnamese people, but on the contrary, they stay up very late.

-Remind customers of what is necessary.

-The tour guide makes requests and explains his/her requests to the guests.

on one's own

decide. For example: I think we should go now….I think…”, for example: that restaurant serves

breakfast until 9:00 am etc & etc

3.6.3.2. Implement the tour program At the hotel :

+Domestic guests: usually starts at 7:00 a.m. but it also depends on the group

+Inbound customers: usually start 08:30 - 09:00

+Outbound guests: usually start 07:00 - 07:30

-The guide must be at the hotel before the guests board the bus to perform the program.

15-20 minute tour. To be able to call the company or change cars (if available).

-If the guide is on time on the first day, the guests will usually be on time the following days. If there are a few guests who are not on time, the guide will tactfully correct them to avoid delays that will upset other guests.

-Check to see if all the guests have come down for breakfast.

-Sometimes the tour guide has to wake up late guests.

-If the guest is sick, call the hotel doctor or the city emergency room (depending on the severity).

degree)

On the car: (Doing the program on the car is the most tiring job)

-Standing position on the vehicle

+ Facing the guest: because the listener has the mentality of wanting to see the speaker.

+Find somewhere near your waist to lean on to avoid falling when the driver brakes.

(brake)

+Standing in the car but looking and speaking in the direction of the passenger.

+At least ensure to provide tourists with basic, necessary knowledge

related to the localities and landmarks on the route that the group passed through.

At the tourist spot :

-Must learn about the tourist attraction. For example, when visiting Tay Son Lacquer, the tour guide must know the stages and processes of lacquer production, etc.

-Must have speaking skills and language expression ability.

-Must learn a lot about Vietnamese culture, history, architecture, religion, and beliefs.

South and East Asia, feng shui, yin and yang, five elements etc.

3.6.4. Step 4: Farewell to the delegation

3.6.4.1. Prepare to see off the delegation

- See guests off to local places :

+For example, from Ho Chi Minh City to Hanoi or Da Nang or Nha Trang, etc.

+ Carefully read the program for notes: "Guide throughout the route or local?".

+ Notify passengers of flight departure time

+Inform guests of breakfast time

+ Notify guests of the time they leave the hotel

+ Inform guests of hotel wake-up time

+ Inform guests about payment before leaving the hotel to ensure safety.

Make sure you don't miss your flight (Please note that guests should pay the night before).

+Note to customers to exchange money to ensure enough cost for customers to spend.

+Inform the hotel of the time to wake up the guests.

+Note to alert the tour leader in advance or tourists who need to be alerted

early.

…

+ Notify the restaurant to prepare early breakfast (if the group requests).

+ Tour guide needs to prepare phone or alarm clock

+ Tour guide needs to prepare luggage in advance

+ Tour guide needs to read the program instructions carefully.

- See guests off home :

+The tour guide reminds guests that the flight ticket has many legs so that guests do not throw away or throw away the ticket.

+Remind guests to take all luggage, personal belongings, etc. from the room or deposit them at the hotel.

+Clearly inform customers whether the airport tax is paid by the customer or the company.

+ Notify passengers of flight departure time

+Inform guests of breakfast time

+ Inform guests of the bus time + Tour guide picks guests up at the airport

+ Tour guide please arrive on time to take guests to the airport.

+ Tour guide don't forget to explain from hotel to airport

3.6.4.2. Explanation from hotel (restaurant) to airport, port or station...

-Explanation from hotel to airport

- Briefly introduce the places you are going to visit so that you can prepare.

mentally ill

-Inform guests: “First, which gate will guests use when entering the airport…then, enter…

Which door, which area, what procedures etc.

-Remind passengers to look at the electronic board to identify their flight. Then,

Bring passport, plane ticket, immigration form, customs form to check in.

-Please note that customers are not allowed to buy antiques, ivory, fur, etc., which are prohibited items.

export

-Boarding Pass is a boarding pass with seat number written on it.

-The tour guide's duty is outside the airport customs gate, but the tour guide must grasp the procedures inside and guide the guests.

-When parting, you must wish each other. The level of this wish depends on the situation.

between tour guide and tourist. For example: “We look forward to seeing you again soon…!!!”.

3.6.5. Step 5: Report and finalize the group

-Report the detailed settlement of the trip to the leader. Thereby, it is possible to propose, recommend, reflect or give feedback to help the Operations Department and other Departments improve such as: The hotel is not good, the food service in some places is not good.

delicious, tour service, procedures etc.

-Financial settlement: make a table of expenses (detailed expenses spent on the group) and

advance payment

-Please note to submit valid invoices, payment documents, receipts, etc.

(From January 1, 1998: The State stipulates that invoices over 50,000 VND must issue a VAT invoice. However, there can be flexibility depending on each case because in Vietnam, law enforcement and compliance with the law... are still very limited.

REVIEW QUESTIONS

1. What is the guidance process? How many steps does it include? Which step is the most important?

2. What are the working tools of a tour guide? Which tool is the most important?

3. What is step 1 of the onboarding process?

4. What is step 2 of the onboarding process?

5. What is step 3 of the onboarding process?

6. What is step 4 of the onboarding process?

7. What should you keep in mind when giving a tour from the airport to your hotel or tourist attraction?

Chapter 4: TOUR GUIDING METHODS & TALKS

BRIGHT

4.1. Notes for tour guides

4.1.1. Preparation (of the tour guide)

-Must always be ready, mentally and ideologically prepared to work... to create

give yourself confidence

- Prepare mentally to be far from home, far from the familiar people you meet every day. (Therefore, tour guides need to do ideological work with the people around them).

-Pay attention to personal hygiene and body odor.

-Prepare medicine, bandages, red alcohol, hydrogen peroxide...

-Prepare a flashlight when entering the caves.

-Phone book, travel related documents book.

-Watch the program carefully

-Advance payment

-Group list (with round stamp of travel agency)

-Identification documents (of tour guide and guests): passport, photo

- Permits, letters of introduction, official dispatches (for some groups such as visiting the Base,

old battlefield...)

-Plane tickets, train tickets

-Gifts for guests (if any).

-Note the list of honeymoon and wedding anniversary guests.

4.1.2. Guidance issues to be addressed

-The tour guide needs to let the guests know the specific programs and ask them to bring

according to the necessary things.

-Note to notify guests to deposit and retrieve items in the hotel.

-Note where to buy food, necessities, and currency exchange for tourists.

guest.

4.2. Expression techniques

4.2.1. Choose the language and speaking technique

- Must pronounce naturally, speak clearly, speak at moderate speed, intonation

lively

-Use easy-to-understand words, do not use unclear words, avoid filler words

-Tour guides should avoid using abbreviations that are difficult to understand .

-Avoid shouting

-If possible, add humor to your speech.

-Avoid speaking Vietnamese with the smell of butter and speaking foreign languages with the smell of fish sauce.

- Explain local words such as: the funnel is a crimp, the spoon is a spoon, etc.

-The tour guide chooses the content and vocabulary to express, avoiding repeating words and filler words.

redundant words... "then - is - but - the" etc.

4.2.2. Select the point of presentation

- Tour guides stand higher than guests if possible.

-Ask guests to stand in a circle.

-The tour guide stands facing the guests but does not obscure the exhibits and

landscape, avoid traffic obstruction.

4.2.3. Pay attention to gestures and posture

-Instructions on using gestures to enhance the presentation content and highlight the topic

his explanation to attract the attention of tourists.

- Gestures should be natural and at a gentle pace.

-Tour guides should keep their hands free when not in use. They should not put their hands in their shirt or trouser pockets when giving a presentation.

-Do not "wave your arms and legs" or "gobble" while giving a presentation.

Don't chew and talk at the same time.

-The tour guide covered his mouth when he yawned.

-Be careful with the different meanings of gestures.

4.2.4. Pay attention to body language

-The body language of the tour guide should convey confidence, friendliness and efficiency in the job. For example, do not scratch your head, look up at the ceiling, wrap the microphone cord, etc.

-Through the body language of tourists, we can know whether they are happy, interested and interested in the guide's topic or tired, bored... to find a way to overcome it.

right.

4.2.5. How to use the microphone

-Avoid breathing into the microphone

-Avoid laughing out loud in the microphone (grin)

-Hold the microphone firmly.

-The microphone must always follow the guide's mouth when moving.

-You must know how to judge your voice quality (If the outside voice is high, you should

increase pass)

4.3. Instructional methods

4.3.1. On-board guidance method

-Sketch the route in advance

- Inform the route to the driver and the group.

-Describe the attractions in general in advance.

-Know what's on both sides of the road

-Do not confuse left and right hand when describing.

-Notice of visiting (shopping) hours and meeting time back to the vehicle

-Clearly notify parking location

-Help passengers get on and off the bus (pay attention to the elderly and children)

-Ask the customer before playing music, TV, tapes, etc.

-Do not use your fingers to point and count customers, but count with your eyes.

- Pointing – directing a visitor to something, a place of interest, etc. using the hand instead of the hand.

no fingers

-While explaining, pay attention to everyone.

-When a guest asks a question, the tour guide must repeat that question on the microphone for the entire vehicle.

listen then respond (this is very important).

-No smoking in the car.

-Instructions not to litter or spit indiscriminately.

4.3.2. Guide method at tourist attractions

edge.

-Choose a location that does not obstruct visitors or traffic to stand and give a presentation.

bright.

-It is best to find a position higher than the guests and ask them to form a circle.

-Speak loudly and slowly

-If speaking with a microphone, keep your volume at a moderate level to avoid disturbing the group.

-Instructions to be provided to visitors include:

+Date, month, year of construction of architectural work

+History of the sightseeing project

+Current value of the project

+Economic and social significance of the project

+Festivals, events… related to the project

-The tour guide will inform you of places you can visit and where you are allowed to take pictures. (For example: taking pictures is not allowed at the Beijing Pension Museum...)

-Notice of visiting hours and meeting time back to the vehicle

4.3.3. Guide method for walking tours

-Guides have their own signs so that guests can easily recognize them.

-Guides should walk slowly and be mindful of the guests behind them. Pay special attention

those with mobility difficulties. If there are two guides, one should go first, the other should lock the tail, etc.

-Avoid talking privately with 1 or 2 guests near you. Speak clearly for everyone to understand.

listen.

-The guide must find the best place to help guests cross the street.

-Guide should not appear tired.

-Guide to exercise to create a refreshing mood when serving tourists

Guests (Do not smoke, drink beer, wine, ice water, or use air conditioning above your head).

4.3.4. Shopping tours

-Shopping should be arranged last so that visitors do not feel like they have seen everything.

all the sights without cutting corners.

-The guide must introduce and describe the product so that customers can prepare mentally or financially.

credit card …

-Guides are not allowed to leave the store so that they can help customers interpret…

- Instructions should not suggest too much about a particular item to avoid confusing customers.

wrong.

-Don't get caught up in commissions or you'll form bad habits.

later, losing the good image of the tour guide in the eyes of tourists.

arrogant

4.4. Method of explanation

4.4.1. Method of explanation on short journeys

-Guidelines for activities on both sides of the road

-Estimate the time the vehicle will pass through tourist attractions or architectural works on the road to inform visitors about those attractions, directing their attention to the objects of interest.

-When the car arrives at the tourist spot, the guide will point out the tourist spot.

When the car passes the tourist attraction, the tour guide also ends his explanation.

-Tour guides must not let guests turn their heads back to see the participants.

The tour guide did not have time to introduce.

4.4.2. Method of explaining and introducing the city

-Guests must see the general features of the city.

-The presentation must give a preliminary or systematic impression of the city.

-The presentation content includes:

+History of the city (if possible, explain the city's landmarks)

+Introduce architectural works of historical, cultural, social and economic significance.

education …

+Terrain and natural conditions affect the formation and development of the city.

+Economic, political, cultural and social development situation of the city.

4.5. Methods of answering visitors' questions

“How old are you? Are you married? Why did you choose to be a tour guide? etc.

etc.)

-Must determine whether the customer is asking sincerely or asking just to ask. Asking teasingly or asking for real.

love… to know the answer from there.

-Must know how to answer general questions that are meant to be joking. With those

Individual, personal questions should not be answered truthfully and do not complain sadly about your life even if there are misfortunes. Because that sometimes makes the guest think we want to ask for help.

Tip a lot. (Don't let the customer think the tour guide is an educated beggar)

-Don't go into too much detail about your life, because that's not what the narrative is about.

-Guide should not fabricate too much about yourself.

4.5.1. Political-military questions

- Need to have solid knowledge of military and politics. Even if it is solid, but the direction

should not create two opposing opinions, create many opposing topics to cause

So debate, avoid conflict because in foreign countries there are often many parties.

-If guests talk about political issues in their country, we listen to learn.

-If the guest talks about our political system, we must have solid knowledge to

protect us but be careful to have a gentle attitude.

-If the tour guide does not have solid political knowledge, he should not go into this issue.

-The guide should not favor any other religion to avoid igniting religious conflicts.