Transcript
Learning ObjectivesGet to know a tour guide’s principle duties
Understand a tour guide’s specific tasks
Get to know the importance of a tour guide’s good service
Get to know the tour guide’s principle duties
Learn to book a holiday
Chapter 11 2TOUR OPERATION MANAGEMENT
A Tour Guide is someone designated by a travel agency
to organize
To conduct trip
to take care of every detail of logistics for a tour.
a person that the guests pay for the convenience
have a thorough familiarity with geography and history of a certain area.
Chapter 11 3TOUR OPERATION MANAGEMENT
A Tour Guide’s General Tasks
Encompass a broad array of scope,
some basic service---
meeting and seeing off,
checking in and checking out,
arranging food and accommodation,
providing on –tour service
promoting optional tour products,
Chapter 11 4TOUR OPERATION MANAGEMENT
giving tour advice,
dealing with complaints and emergencies,
doing pre-tour and post-tour job and son on.
educators, instructors and all-around experts----
history,
geography,
architecture,
art and other interdisciplinary knowledge.
Chapter 11 5TOUR OPERATION MANAGEMENT
A Tour Guide’s General Tasks
The public face of a travel agency
help shape the first impression to visitors.
His/Her quality of service is conductive to the direct promotion of sales of local tour products,
make great contribution to increasing the income of foreign currency
Chapter 11 6TOUR OPERATION MANAGEMENT
A goodwill culture ambassador, an unofficial spokesperson for the destinations working at the forefront of the travel industry andmeeting people from all over the world and with diverse backgrounds ,a guide acts as to foreign guests, facilitate foreign tourists to enhance their understanding about the place that they are visiting
Chapter 11 7TOUR OPERATION MANAGEMENT
A Guide’s Specific TasksA: Responsible for pre-tour preparation
information of guests---
where they are from,
occupations
religion
Chapter 11 8TOUR OPERATION MANAGEMENT
information for their commentary
Conduct technical research for specialized tours
activities,
hotels,
confirmation of reservations
adequate transportation
Chapter 11 9TOUR OPERATION MANAGEMENT
B: Get necessary supplies ---
a flag and a signboard ready for the tour
equipment repairs and maintenance
Clean and maintain the travel vehicles
maintain proper use of tour facilities and supplies.
Chapter 11 10TOUR OPERATION MANAGEMENT
C: Welcome
welcome the tour members on arrival
assist them with their luggage
Welcome your guests with care and attention a VIP deserves.
Chapter 11 11TOUR OPERATION MANAGEMENT
D: Transfer guests along various sites
airports, hotels, local attractions, souvenir shops or equivalent locations.
E: Arrange food and refreshments stops.
special needs for diabetics, children, elderly persons, visually-impaired or hearing –impaired person or physically challenged person.
Cope with illness, injure and death of tourists.
Chapter 11 12TOUR OPERATION MANAGEMENT
F: Help with currency exchange or bargaining.
G: Dealing with complaints
Be a good listener .
complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and amendments, etc.
Take immediate action to deal with unhappy or unsatisfied guests
come to a win-win outcome.
Chapter 11 13TOUR OPERATION MANAGEMENT
H: Plan
Plan their activities within a tour itinerary;
review to make adjustment as required.
Respond to the special needs and peculiar request of tour participants.
Chapter 11 14TOUR OPERATION MANAGEMENT
I: Meals
Decide where to take meals
seat the group taking into consideration their different needs and preferences.
J: Be patient
Answer questions patiently.
meet expectations of guests
Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who aren’t so nice.
Chapter 11 15TOUR OPERATION MANAGEMENT
A Tour Guide’s Special Tasksidentifying further services not included in the schedule. Escort the group through an area coordination activities .Give detailed descriptions of the area and items/point interests. Highlight sights and places along the way providing in-depth insights into local culture, history, flora, fauna and more.In some cases, guide tourists to the unusual and little known areas.
Chapter 11 16TOUR OPERATION MANAGEMENT
Determination: Determine an outdoor activity .
News: Report the latest news and answer questions.
cautionary instructions: valuables , balance time.
Special needs: fulfill reasonable request
Educator: protect environment and cultural heritages.
Emergency solver: health and safety
Chapter 11 17TOUR OPERATION MANAGEMENT
Collector : tour report, clerical details , daily expenditure account, receipts, budget.Contact and communication: tour companies, hotels restaurants, vendor. Reminder: a hotel business card , phone number , wet wipes and toilet paper Treat all with civility.Additional fees: optional activities . Collect entrance fees
Chapter 11 18TOUR OPERATION MANAGEMENT
In Conclusion
Types of tours :
vary considerable.
The first priority:
the guest’s satisfaction
Chapter 11 19TOUR OPERATION MANAGEMENT
Tour guide:
obligation to deliver memorable, enjoyable and rewarding travel experiences.
help to boost the tourism industry of our country.
Chapter 11 20TOUR OPERATION MANAGEMENT
Tourists :
a good understanding of the destination
excellent planning effort
Chapter 11 21TOUR OPERATION MANAGEMENT
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