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Managing Tours

This presentation is a collection of student reports and based on the curriculum of the subject Tour Guiding Services for the students enrolled at the College of International Tourism and Hospitality Management of the Lyceum of the Philippines Cavite Campus.

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Managing Tours

  1. 1. Lesson No. 4 Tour Guiding Services 2nd Sem 2014-2015 LPU Cavite Campus
  2. 2. •Comprehend and learn to apply strategies in managing tours. •Understand tour guiding cycle and create awareness on different tourt leading procedures for different types of tours.
  3. 3. 1. Leading procedures in inbound, outbound and domestic tours 2. Managing arrangements for visitors • Pre-tour, On-tour and Post Tour preparations and materials • Step by step procedure in tour guiding • What to say and how to deliver the spiel • Steps and tips in delivering commentaries 3. Techniques in leading walking tours, on site tours rolling tours etc including duties and responsibilities while on tours 4. Materials used by tour guides
  4. 4. •Leading procedures in inbound, outbound and domestic tours
  5. 5. • Inbound Tours involve non-residents traveling in another country. Companies that provide local assistance for tours arriving in their country or town are called Inbound or Receptive Tour Operators. They are commonly used on international trips, particularly where language issues are part of the mix. These companies make the local arrangements for airport pickup and delivery, arrange for activities, hire local guides, attend to all the details of the stay, and help in emergencies
  6. 6. Outbound Tour take residents from one country to travel in another country. These tours take travellers all over the world and to every continent.
  7. 7. •Domestic tours involve residents of the given country traveling only within their own country
  8. 8. Type Tourist Involved Country of Origin Country of Destination Inbound Foreigners/ Balikbayan Foreign Philippines Outbound Locals/ Foreigners Philippines Foreign Domestic Locals Philippines Philippines
  10. 10. • Pre-Tour: 1. Find out what tours have been assigned to him or her or the Tour Assignment. 2. Research the tour if it is unfamiliar. 3. Checks to see if any special holidays occur during the tour. 4. Attends a briefing meeting and asks about anything that is unclear. 5. Reviews the material given. (Especially, passengers’ names and any special client information or requests. 6. Be aware of the composition of the group (children, teen, senior, if foreign what is their nationality, their language culture etc.) 7. Review the itinerary 8. Be aware of the vouchers or tickets that will be needed 9. Know your vehicle to be used, the plate number and name of the driver and/or the coordinator.
  11. 11. • On-Tour: 1. Be Punctual 2. Make sure you have the complete name of the guests, the cash advances and tour vouchers. 3. Check your transport amenities (microphones, trash bins, etc) 4. Meet and greet your group by introducing yourself to customers/guests/tourists. 5. Check Luggage (if any) 6. Hand out essential documents. 7. Review /discuss general itinerary for the tour as well as the rules and regulations. Announce the inclusions or exclusions of the tour and what to expect. 8. Establish camaraderie with and among the group. 9. Deliver your spiel and/or commentary. 10. End your day by announcing the next day’s itinerary/ program and give proper instructions 11. End your day or tour by thanking your guests/ tourists.
  12. 12. • Post-Tour 1. Report to the company, handling in required forms and describing any unusually events that occur. 2. Prepare and submit the Tour guide’s report immediately after the trip. 3. Accomplish the financial report with the necessary receipts, voucher and other documents. 4. Liquidate if necessary. 5. Company sends follow-up notes to clients thanking them for the business.
  13. 13. A tour guide must prepare a spiel or commentary that has the following parts: 1. Introduction 2. Presentation 3. Closing
  14. 14. 1. Know the content of your spiel backwards and forwards, but don't memorize it verbatim - distractions or interruptions, including questions from your audience, will leave you floundering. Instead, learn the concepts and meaning exhaustively and deliver them with an inflection that reflects both enthusiasm and authority. This will also let you answer questions and segue back into your spiel. The way you deliver the spiel can be just as important as what you say, so take the time to work on it.
  15. 15. 2. Project the right body language. Stand up straight to convey confidence in your product as you pitch your spiel. Shake hands firmly, but not too forcefully. Maintain confident, yet easy-going body language so you appear approachable but not aggressive. Take your cues from the potential client so see if your body language is mirrored or if you need to tone it down.
  16. 16. 3. Build a natural rapport with your audience, whether it's a single person or a group, by paying attention to their reactions, especially their facial expressions and body language, as you deliver your spiel. Watch for signs of boredom or discomfort adjust your spiel accordingly. For example, fidgeting, yawning and checking the time are signs of boredom. Recapture attention by interrupting your spiel to relate a short personal experience or other anecdote, or by moving about to force them to focus their attention on you. If you're extremely confident and talking to one person, you can grasp his arm or shoulder while making an important point as if to take him into your confidence.
  17. 17. • Begin with a smile, greeting and introduction • Brief the guests about the tour for the day • Review the inclusions and exclusions of the tour • Give the distance and traveling time of the destination • What to expect from the tour • Give necessary precautions • Do not miss to point important landmarks along the way • Announce comfort stops • Always do the head count
  18. 18. 1. Be prepared, study the destination. 2. Plan your spiel and commentary, it should be structured. 3. Have an update on the local and global news and environmental issues. 4. Intercede when necessary in the in the interaction with the guests and the locals. 5. Be aware on the basic human behavior and attitudes.
  19. 19. 1. Show a warm or good welcome to the Tourist 2. State the Place/Event/Location 3. State your name and position in the tour 4. State the history about the place/event
  20. 20. • Start with a greeting or introduction • Information should be delivered in a manner that would interest the guests • Sense of humor should be part of the delivery of information • Remember, commentaries help people understand and appreciate what they actually see • Face the group, not a few. Speak slowly and clearly and your voice should be audible. • Practice eye contact • Prepare yourself for questions to be asked • Take control of your breathing and emphasize important words • Use synonyms, example in explaining something • When mentioning a name, repeat it or spell it • Maintain silence, if the need arises • Listen carefully to questions and other concerns • Never argue with the guests • End your tour always by thanking the guests
  21. 21. Techniques in leading walking tours, on site tours rolling tours etc including duties and responsibilities while on tours
  22. 22. • A paid tourist attraction in which a knowledgeable guide leads a small group of people through a historically or culturally interesting area of a city or town, providing background information or historical context about the sights being viewed.
  23. 23. •A tour located at the sire of a particular activity or place. •Examples: museum tour guides, attraction guides, etc
  24. 24. •Audio Tour •Electronic Multi-media Guide •Cellphone Tours •GPS Tour
  25. 25. 1. Itinerary 2. Things to do list 3. List of Suppliers 4. General tour report 5. Daily tour report 6. Time Sheets 7. Copies of Confirmation 8) Expense sheet 9) Rooming List 10)Passenger List 11)Blank seating chart 12)Optional Tour List 13)Passenger Questionnaire 14)Emergency Form • FORMS
  26. 26. Supplies: • Vouchers and tickets • Credit Card and Checks • Extra Passenger Supplies • Handouts • Office Supplies • Miscellaneous Items Example: Luggage or duct tape, Birthday or anniversary cards, Band-Aids, plastic trash bag, a small screwdriver or Swiss Army Knife.
  27. 27. • Gadgets: • Personal Digital Assistant (PDAs) • The Electronic translator • The Briefcase Alarm • Cellular Phones • Bullhorn, Microphone or Lapel • Flags • First Aid Kit
  28. 28. • References: • Maps • Manual • Tour Guide Book
  29. 29. • Itinerary - An itinerary is a listing of a tour’s day-to-day activities. Tour managers work with two different itineraries. The first is the one clients see, which often appears in the sales brochure. The second itinerary is a more extensive one for the tour manager’s use. • Things-to-Do-List - Tour managers must remember dozens of little details. An even better method is to use a checklist of reminders. • List of Suppliers - Companies that provide tour operators with services are called suppliers. The most common suppliers include hotels, airlines, cruise lines, bus companies, restaurants, and attractions.
  30. 30. • General Tour Report - On this form, a tour conductor reports delays, problems, or other unusual occurrences. The tour conductor also profiles the group on this form. Finally, a general tour report usually asks a tour director to evaluate service from the personnel at hotels, restaurants, airlines, cruise lines, and attractions. • Daily Tour Report - Some tour operators use such a form to report the daily experiences of a tour. • Time Sheets - A few companies, especially those that pay an hourly rate, will require you to log in your working hours for each day on a company time sheet.
  31. 31. • Copies of Confirmations - Some tour operators provide tour managers with photocopies of confirmations, with prices and dates agreed upon, from each supplier. • Expense Sheet - To be reimbursed for out-of-pocket expenses, you’ll probably have to use a special form to list each expense. Occasionally, a special form for telephone expenses will also be required • Rooming List - Several weeks before a tour begins, the tour operator must send a list of passengers for that tour to each hotel being used.
  32. 32. • Passenger List - This document lists vital information on each client. Information such as a name, home address, and telephone number will be crucial in an emergency. • Blank Seating Chart - On most tours, passengers are given assigned seats on aircraft, trains, and even motorcoaches. • Optional Tour List - Many tour companies offer extra side tours to clients at an additional cost. On this form, tour managers note which clients have signed up for extra cost services.
  33. 33. • Passenger Questionnaire - Tour operators are interested in feedback from clients at a tour’s end. Questionnaires are the best way to obtain this information. • Emergency form - For legal purposes, a tour operator must receive a detailed report on any accident, sickness, or death that occurs on a tour. This form must be filled out carefully, with all circumstances clearly described.