Tour guide Tourism and travel services management profession - College level - Lao Cai Community College - 12

immediately in the area if the repair

cure is not possible

right away

JOB: SITUATION HANDLING

The convoy's service vehicle caused an accident for traffic participants.

information

Step

job

Content

Technical requirements

Tool,

equipment

Note

1

+ Reassure the group of guests and ask them to stay in the car and close the doors to avoid

strong psychological impact of having to witness

scary scenes and avoid other unfortunate things that can be caused by the surrounding crowd.

go out.

2

+ Coordinate with the driver to organize the transportation of the victim to the nearest medical facility (support only, tour guide)

(no leaving the group)

+ Contact the authorities immediately for resolution.

decision (police)

4

+ Notify the operator to mobilize

replacement car and replacement tour guide

if a serious accident occurs

5

+ Transfer guests to

new car when replacement car available

JOB: SITUATION HANDLING

Flight delay or cancellation

trip

Step

job

Content

Technical requirements

Tool,

equipment

Note

1

+ Clearly identify alternative flights, departure times and arrival times

expected

2

+ Clearly inform the delegation about the reason and the airline's plan to fix it.

Encouragement and reassurance

group mentality

3

+ Notify the operator to promptly make necessary adjustments.

set

4

+ Work with airlines to resolve related issues

for guests

+ Can prepare suitable programs

suitable for guests during waiting time (visit places near the port, airport if possible or take guests shopping)

shopping)

JOB: SITUATION HANDLING

Customers have needs

room change request

Step

job

Content

Technical requirements

Tools and equipment

bag

Note

1

+ First, the tour guide needs to ask the guest why they are not satisfied with the room and request the hotel to change the room for the guest according to the following principles:

Changing rooms due to dirty, moldy, old and unsafe equipment... tour guide must discuss with the hotel and definitely request

request immediate exchange for customer

In case the room change is associated with higher demand (more luxurious room

or do not want to stay

grafting) needs to be confirmed

clarify with customers about payment obligations

for increased service levels

more.

2

+ In case the hotel room fund is out, the tour guide needs to explain and hope for the customer's understanding and promise to fix it and change the room as soon as possible.

body

JOB: SITUATION HANDLING

Longer hotel stays

expected

Step

job

Content

Technical requirements

Tool,

equipment

Note

1

+ Tour guide needs to work with the hotel to

additional registration

2

+ Tour guide must also clarify with the group or

Individuals who want to stay longer about payment and price per

the night is long

3

+ Tour guides need to pay attention to the hotel's regulations for extensions because this extension may affect the hotel's plans due to reservations made with guests.

other.