GUIDES & ESCORTS - E-Learning System

GUIDES & ESCORTS

Chapter 11 1TOUR OPERATION MANAGEMENT

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


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.


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,


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.


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


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


A Guide’s Specific TasksA: Responsible for pre-tour preparation

information of guests---

where they are from,

occupations

religion


information for their commentary

Conduct technical research for specialized tours

activities,

hotels,

confirmation of reservations

adequate transportation


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.


C: Welcome

welcome the tour members on arrival

assist them with their luggage

Welcome your guests with care and attention a VIP deserves.


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.


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.


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.


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.


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.


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


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


In Conclusion

Types of tours :

vary considerable.

The first priority:

the guest’s satisfaction


Tour guide:

obligation to deliver memorable, enjoyable and rewarding travel experiences.

help to boost the tourism industry of our country.


Tourists :

a good understanding of the destination

excellent planning effort


CHALLENGES FACED BY

TOUR OPERATORS

Chapter 11 TOUR OPERATION MANAGEMENT 22

GUIDES & ESCORTS - E-Learning System

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