+ Analyze tour guide organization activities (including tour guide activities before, during and after the trip);
+ Present the basic steps of tour guiding activities;
+ Describe the structure, standards and content of the instructional presentation.
+ Analyze incidents and emergency situations during tour guiding
- Skill
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+ Organize and implement the tour program in order
+ Build a travel presentation
+ Can perform tourist guide activities
+ Manage incidents and emergencies during instruction
+ Prepare and present a report after the tour ends.
- Ability to be autonomous and responsible
+ Self-motivated in learning, actively practicing the profession. Capable of guiding tours for groups of guests.
+ Have a sense of responsibility at work
+ Honest and creative in learning.
DETAILED CONTENT OF PRACTICAL COURSE/INTEGRATED MODULE COURSE
LESSON 1
PREPARING TO ORGANIZATE THE TOUR PROGRAM
1. Objective of the lesson
- Knowledge
+ List papers, documents, and items needed for the trip;
+ Present the basic content of the tour program, basic information about the group and information related to the trip to have appropriate preparation and good implementation of the proposed program.
- Skill
+ Prepare all documents, papers and supplies for the trip;
+ Analyze the basic content of the tour program to have appropriate preparation.
+ Find out basic information about the group through the list of relevant documents to fully meet the needs of the guests.
+ Prepare necessary and sufficient information related to the trip to provide guests with useful and interesting information about the routes and tourist attractions in the program.
- Ability to be autonomous and responsible
+ Be independent in learning and actively practice your profession.
+ Have a sense of responsibility at work
+Honest and creative in learning.
Part 1: THEORETICAL KNOWLEDGE
1.1. Prepare to work
1.1.1. Receive work handover
a. Phase 1: Review documents before the tour program begins
head
- Review the tour program documents with the office staff before the trip
- Promptly notify any discrepancies in documents
- Clarify specific details of all documents according to unit regulations
b. Phase 2: Processing documents during the implementation of the tour program
- Ensure all documentation is provided and collected appropriately
- Handle and collect cash and documents accurately and securely
- Deliver accurate tour program documents to the correct suppliers and staff
- Record document and cash issues
c. Phase 3: Submit documents after the end of the tour program
- Arrange and systematize collected documents
- Submit documents to supervisor for review of tour program records
* Implementation conditions and changing factors
a. The tour program profile may include:
- Contract instruction
- Service vouchers
- Ticket types
- Reservation form/service confirmation
- Cash
- Czech
- Guest/room list
- Copy of correspondence
- Receipt/receipt
- Tax invoice
- Service request
- Schedule
- Poll
- Necessary contacts
b. Cash may include:
- Tips, entrance fees, reserve fees, cash back
1.1.2. Personal preparation
a. Phase 1: Preparing for the tour program
- Read the notebook and take notes on assigned tasks
- Receive assigned travel schedule
- Carry out preparations before the tour program begins
- Update information and prepare tour program review form
b. Phase 2: Complete the pre-test before starting the tour program.
calendar
- Ensure necessary items have been delivered
- Check the arrangement of means of transport
- Check security and safety equipment
c. Phase 3: Ensure appearance and personal hygiene
- Ensure uniform/costume is neat and clean
- Ensure personal appearance meets set standards
* Implementation conditions and changing factors
a. Professional conduct should include:
- Posture: stand straight, hands on sides or behind, do not lean or lean on objects or equipment
- Walk gently, do not drag your feet on the floor
- Speak clearly, not loudly but also not mumble.
- Do not show anger, impatience, sarcasm or frustration.
- Information exchange between service staff should be private and should not be done in front of customers.
- Customers must be given timely attention and care and supported with requests whenever needed.
- Information and knowledge must be conveyed promptly, politely and accurately.
- In public areas, tour guides should not cough, sneeze, sniff, pick their nose or teeth, clear their throat or spit, suck their fingertips, burp, yawn, strain or display any anti-social behavior.
- Must eat and drink at set times
- Tour guides must not be drunk, smell of alcohol or drink alcohol during the tour.
b. Equipment may include:
- Means of transport (road, sea and air)
- Communication equipment (such as microphones, speakers, amplifiers)
- Safety equipment (such as seat belts, fire extinguishers, life jackets, life buoys, fire blankets...)
c. Appearance and personal hygiene include:
- Men have their hair neatly cut short above the collar, women have long hair tied back
- Do not use strong perfumes and deodorants.
- Hands must always be clean, wash hands after smoking or going to the toilet.
- Wear only wedding rings, small beaded earrings, simple necklaces and watches. Do not wear bracelets, anklets, large earrings, long necklaces or rough bracelets.
- Women should wear light makeup only, men should shave cleanly, unless beards are allowed to remain unshaven
- Make sure your body is clean, has no unpleasant odor, your hands are always clean and your nails are neatly trimmed.
- Ensures fresh breath and clean teeth
- Always wear clean shirts/jackets, underwear, socks/pants at the start of each day
- All outer clothing must be washed and ironed regularly or whenever soiled.
- Shoes must always be clean and polished.
- Tour Guide card (as required) is always worn properly, neatly and cleanly.
1.2. Prepare to implement the tour program
1.2.1. Research and learn about tourism programs
a. Phase 1: Carry out general activities before starting the program
program
- Determine the job content and responsibilities of tour guides according to the unit's procedures and policies.
- Prepare information and practical data related to tourist destinations
- Prepare yourself for the trip
- Check guest arrival and departure schedules
- Check service booking for tour program
- Check if the tour program is suitable for the customer's requirements
- Check and prepare necessary changes to the tour program in accordance with actual implementation conditions according to the unit's policy.
b. Phase 2: Initial contact with industry peers
- Initial contact with industry colleagues to facilitate the operation of the tour program
- Prepare and agree on common and individual responsibilities during the program organization process.
- Agree on procedures and documents for booking and confirming services with service providers
c. Phase 3: Prepare the tour program
- Prepare the program according to the schedule initially agreed with the customer.
- Advise guests in advance politely and tactfully about changes and risks to the program
- Discuss with colleagues in the unit and service providers about each detail in the program according to the unit's procedures.
- Establish contacts with people who can handle problems when delays arise in program implementation and apply negotiation skills to minimize delays and negative impacts on customers
- Develop a customer communication process to accurately communicate the cause of the delay and the actions taken to resolve the delay.
- Prepare initial presentations and content of tour program presentations
d. Stage 4: Identify unexpected events in advance
- Develop contingency plans before implementing the program to avoid unexpected events.
- Assess the situation in advance and act promptly
- Identify sources of help early on
* Implementation conditions and changing factors
a. Tour programs of different lengths may include:
- One day, half day program
- Single day program
- Multi-day program
b. The program includes a variety of products, services and attractions that may include:
- City or local community tourism
- Sea and island tourism
- Cultural and heritage tourism
- Ecotourism
- Adventure travel
- Travel on special request
c. A summary of the information or documentation may include:
- Customer information
- Information about the program
- Information about service providers
- Take notes on special requests
- Tickets/service confirmation vouchers or other program documents for tour guides and/or groups of guests
- Contact details for service providers
- Information about optional programs
- Financial documents
- Advertising materials
d. Specific issues that address customer needs may include:
- Customer type
- Special needs of customers