2.5. PSYCHOLOGY, HEALTH
- Willingness to serve
- Stable health
2.6. READY TO WELCOME GUESTS
- Understand the vehicle type (check against the contract)
- Understand the location, function and usage of equipment on the means of transport.
- Check safety equipment on the vehicle.
- Check the cleanliness of the shell, floor, air, curtains, glass doors, seat covers, etc.
- Check and familiarize yourself with the equipment on the vehicle (microphone, air conditioner, seats, curtains...).
- Stick the group name tag.
- Introduce the tour guide's name and phone number
- Check the driver's phone number.
- Agree on time and schedule.
- Unify the way and attitude of serving the group.
- Agree on methods, responsibilities and coordination in resolving issues that may arise.
Part 2: PRACTICAL GUIDE
1. Practice instruction sheet
PRACTICE INSTRUCTION SHEET
JOB | 1/B1/M D14 | |||
Step job | Content | Technical requirements | Tools, pages device | Note |
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Receive work from the operating room | Correct and complete documents, requires quick and careful working style. Carefully check all documents are correct and complete as required. Safe vehicle: fully equipped vehicle, ensuring technical specifications of the vehicle inspection, stable driving, observing and implementing according to the set standards | - Means of transport. - Contract. - Equipment above vehicle. - Tour program. - Business card | ||
2 | Find out the information news about the delegation | Check: Quantity, name, occupation, consumer behavior habits carefully and accurately Observe correct implementation compared to standards | List group, travel contract | |
3 | Prepare documents and personal belongings | Fully prepared, valid card Expiry date, unwrinkled ID, detailed notebook, good medicine. Observe and compare with standards. | -Direction card Tour guide ID card - Diary -Some common medicines | |
4 | Prepare to clean the fish characters and costumes | Dress appropriately, appropriate makeup and jewelry according to professional standards, neatly trimmed and clean nails, clean shoes, no tears, open toes, carefully tied | Water flowers, clothes, soap, shoes | |
5 | Prepare mentally, health | Comfortable confident face expression, stable health, |
1
show no signs of fatigue | ||||
6 | Ready to welcome guests | The variable is true to the group name, the speaker must be used well. | Welcome sign, speakers, flags, phones |
2. CRITERIA AND METHODS OF SKILLS ASSESSMENT
Evaluation criteria
How to evaluate | |
- Skill accuracy. | - Observe and compare with sample skills, check and compare actual skills with desired skills. standard capacity |
- Skills to perform work according to procedures. | - Monitor the operator's operations and compare them with the standards specified in the instruction manual and form. evaluation of the instructional process. |
- Hygiene, safety for people, equipment and tools. | - Monitor the operations of the operator and compare them with the standards specified in the instruction manual on: hygiene, safe for people and equipment |
- Implementation time compared to standard time. | - Track the actual work execution time and compare it with the time specified in the instruction process and form. evaluation of the instructional process. |
Lesson 2. PICK UP TOURISTS AT AIRPORTS, TRAIN STATIONS, BORDER GATE, AT MEETING POINTS
Part 1: THEORETICAL KNOWLEDGE
1. Knowledge
- Recognize information about passenger flight schedules, landing times, pick-up times, structure, and airport floor plans.
- Get information about the group of guests and parking location.
- Know how to give flowers and gifts to guests.
- Recognize customer customs.
- Grasp the necessary related information
- List the steps to carry out the process of picking up guests at the airport, train station, border gate, and meeting point.
2. Skills
- Read electronic information boards and flight symbols.
- Choose a location to gather the group
- How to hold the welcome board and choose the right pick-up location
- Testing and comparison skills.
- Guidance and presentation skills.
- Luggage packing skills.
- Organize and arrange tour groups
- Carry out the process of picking up guests at the airport, train station, border gate, and meeting point.
3. Attitude
- Respect and responsibility to guests
- Comply with all regulations of the pick-up point, be aware of the rules and regulations of the pick-up point
1. PICK UP GUESTS AT AIRPORT, TRAIN STATION
Tour guides are responsible for welcoming guests. Most tourists meet the tour guide for the first time. The first impression is extremely important. It directly affects the relationship between the tour guide and the group of guests throughout the trip. Therefore, the tour guide must be very careful during the first meeting. Welcoming guests must be done in the following order:
Step 1: Check time and information about the pick-up area
- Be at the airport at least 15 minutes before the plane lands.
- Find out and check information and public services at the airport (restrooms, currency exchange, security...).
- Check the exact landing time.
- Monitor changes in landing times (if any).
- Report to the operator (relevant person) if there are major changes in time
time
- Find a suitable, spacious and safe pick-up location.
- Convenient for gathering guests, does not affect the common walkway.
- Choose a suitable location, convenient for picking up guests.
Step 2: Pick up the group
- Hold the welcome board.
- Identify and accurately pick up your guests.
- Greet guests politely, friendly and cheerfully.
- Introduce tour guide and business name.
- Meet the group leader.
- Get to know other members of the group.
- Check the actual information against the delegation list.
- Coordinate with guests in checking luggage and personal belongings.
- Agree on pick-up location with driver.
- Invite and guide guests to the correct and polite parking location.
- Together with the driver and the assistant, transport luggage onto the vehicle quickly, neatly and carefully.
- Give flowers and gifts to the group leader or each member of the group (according to the company's plan).
Step 3: Invite and arrange guests to board the vehicle
- Check the exact number of guests one last time.
- Departure announcement to driver and guests.
-Welcome guests
- Provide full information about tour guide, business, driver.
- Ask and care for customers.
- Provide initial information to customers.
- General introduction of the tour program.
- Explanation on the way (from airport to accommodation).
- Introduction to accommodation.
- Agree on the check-in process at the accommodation with the group of guests
Figure 2: Pick up guests at the airport
Tour guides need to note that the first contact is very important, they must pay attention to observe the mood and state of the guests to behave appropriately, especially male guests after a tiring and stressful journey, tour guides need to patiently answer the guests' seemingly smallest questions, repeated questions. Tour guides need to take special care of guests who are elderly or disabled, but also avoid over-care, or need to be tactful when guests want to take care of things independently.
2. PICK UP GUESTS AT BORDER GATE, MEETING POINT
In addition to picking up guests at the airport, the tour guide also picks up guests at border gates and other meeting points. However, depending on the location of the group pick-up, the tour guide must perform the task correctly and appropriately. Usually, at border gates, train stations, and meeting points, the work must also go through the following steps:
Step 1: Prepare and choose a location
- Be at the pick up point at least 15 minutes before scheduled time.
- Choose a suitable location, convenient for picking up guests.
- Hold a welcome sign (if needed).
Step 2: Pick up the group
- Identify and accurately pick up your guests.
- Greet guests politely and cheerfully.
- Introduce the tour guide's name.
- Meet the group leader.
- Get to know other members of the group.
- Check the actual information against the delegation list.
- Coordinate with guests in checking luggage and personal belongings.
Step 3: Guide passengers on the bus
- Invite and guide guests to their seats according to the seating chart (if available).
- Together with the driver and the assistant, transport luggage onto the vehicle quickly, neatly and carefully.
- Give flowers and gifts to the group leader or each member of the group (according to the company's plan).
- Invite and arrange guests to board the vehicle.
- Check the number of guests one last time.
- Departure notice to driver and guests.
In case of picking up guests at the accommodation, the tour guide needs to perform the following tasks:
- Welcome guests when transporting to the accommodation
- Provide full information about tour guide, business, driver.
- Ask and care for customers.
- General introduction of the tour program.
- Provide initial information to customers.
- Explanation on the road.
- Introduction to accommodation.
- Agree on the room check-in process at the accommodation facility with the group of guests.
In case of picking up guests at tourist attractions, tour guides need to do the following tasks:
- Welcome guests on the way to the tourist destination
- Provide full information about tour guide, business, driver.
- Ask and care for customers.
- Provide initial information to customers.
- Explanation on the road.
- General introduction to the program.
- Provide initial information about tourist attractions.
- Unify the process of visiting tourist attractions.
Photo 3: Welcoming the delegation at Lao Cai international border gate
Part 2: PRACTICAL GUIDE
1. Practice instruction sheet
PRACTICE INSTRUCTION SHEET
JOB | 1/B2/ MD1 4 | |||
Step job | Content | Technical requirements | Tools and equipment | Note |
1 | Check pick-up time and information | - Check the exact landing time - Ensure pick-up and drop-off area | Welcome sign, group list, schedule, flight information | |
2 | Welcome group | - Accurately identify the group - Perform the work sequence as required | Flowers, flags, speakers, delegation list | |
3 | Invite and arrange guests to board the vehicle | - Request to arrange in order of priority. - How to organize | Vehicles, support equipment | |