Module threeTour Guiding Process and Skills

This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/ ILO and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/

Attraction sites information

1. Opening and closing time2. On-site activities3. Background information.

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Name: please put in the name of the site

Opening Time: 7 am

Closing Time: 6 pm (9 pm on Sunday)

Onsite Activities: Sightseeing, Hiking

Activity 8: ID test: Travel documents & items

Participate in an Identification Test

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Checking travel documents

1. Tour program

2. Tickets

3. Service confirmation

vouchers

4. Directory of service

suppliers

5. Travel permits

6. Group list

7. Welcome sign

8. Rooming list

9. ID card/ Passport

10. Cash

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Necessary items

1. Smart clothes2. Walking shoes and socks3. Hats or scarfs4. Sun glasses5. Bags and suitcases6. Sleeping bags7. Binocular8. Camera9. Water bottles/ heater10.First-aid kit11.Anti-mosquito creams or sprays12.Loud speaker13.Flag

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Receiving Tourists

Topic four

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Activity 9: Brainstorming “First Impressions”

• What is a first impression? • What is the importance of the “first

impression”?• How to create first impressions?

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How to make the first impression?

• Punctuality• Hygiene and neat appearance• Polite and natural standing• Friendly smile• Eye contact to everyone• Greeting warmly

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Public speaking

• Speak loudly and clearly• Use intonation and inflection• Smile• Eye contact• None-verbal communication• Involve your audience

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Good morningAfternoonEveningWelcome Ladies GentlemenHappyGlad

Activity 10: First meet introduction

• Watch a video clip on self- introduction of tour guide when they first meet their client.

• Discuss what a local guide should talk with guests when they first meet? What are essential attitudes?

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First meet introduction

• Greeting • Introduce yourself • Briefing itinerary• Key elements of tour• Regulation and safety issues• Remind what to bring

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First meet introduction

Itinerary: where to go

44Tour elements: Attractions

Tour elements: Activities

Tour elements: Foods

First meet introduction

• Remind what to bring

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What to Bring ?

A. _________B._________C. _________D._________E. __________

Activity 11: Introduction exercise

Divide into 2 groups. • Each group discuss what they will say

when they introduce themselves to their guests when they first meet

• Introduction can be both in Vietnamese and English

• Nominate 1 person from the group to act as local guide and introduce his/herself, itinerary, and so on

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Guiding TouristsTopic five

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Where group should stand

• Best view to observe sights• Safety• Under shade/ roof to avoid

direct sunlight or rain• No trouble to other groups• Not being noisy• Suitable distance to the object

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1H

2H

Where group should stand

• Not in front of the object• Stand next to object• Facing to group• Group can listen to

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Activity 12: Identify a right position

• Watch the trainer demonstrate the standing position of the tour guide and the group in front of a sample tourist attraction in the training room.

• Practice your positioning while trainer coaches and comments on it.

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Activity 13: Making presentation

• Trainer, in the role of local guide, demonstrates how to shares information with tourists, using information about a local attraction.

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• Learners play the role of tourists and comment after the demonstration is completed.

Making a presentation: Skills

Balance information

52Emphasize unique

Involve audiences

Giving comment

Activity 14: Practice session

• Participants work in pairs• Each prepare a guide script for one

tourism attraction. • Two voluntary pairs/learner play

role of local guides and make presentation using their guiding script. Remember to use techniques that you have learnt.

• Others play the role of tourists, listen and give feedback

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Using a microphone

• Check if it is on• Get a good grip • Calm and steady tone• Turn it together with your head• Check your audibility• Do not read the texts from pages

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Hand held microphoneHeadset

microphone

Activity 15: Checking microphone:

• Trainer demonstrates how to use handheld and/or headset microphone.

• Learners practice checking and using microphone.

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Activity 16: Tour group management

Brainstorming: • What happen if a guide can’t keep his/her tourists

together on trip? • Why tourists sometime don’t want to follow the

group? • How to keep the group together?

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Keeping tourist together

1. Make regulation first2. Check guests whenever moving3. Clear and loud voice for concentrating guests4. Using flag

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Tour ClosingTopic six

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Tour Closing : Steps

1. Start farewell statement2. Debrief the tour 3. Collect the feedbacks4. Remind double check before leaving5. Thank you & say goodbye tourist6. Reporting

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Farewell greetingFeedbackTipsReporting

Activity 17: Demonstration of feedback forms

Your trainer will demonstrate feedback questions and rating methods using the standard form: • Itinerary design• Service• Local guide• General comments (excellent, good,

average, poor/ icons using)

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Feedback Rating

Itinerary designing

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Services

Local guide

General comments

Obtain feedback subtly

• Smartly start conversation• Make group exciting• Explain of feedback needs• Ask tourist fill in feedback form

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Activity 18: Asking for tourist feedback

Work in pairs• One plays the role of local guide, the other plays role of a

tourist• Practice asking tourist to give feedback.• Exchange roles after completing

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Accept tips

• Tips is often non-compulsive• Never suggest for the tips• Accept tips graciously even small value/money• Always say thanks for tourists’ tips

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Tour reporting

• Basic verbal reporting• Writing a technical report • Writing a customer report• Giving back travel items• Associated costs claiming

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Thank You

for your attention

!

The HITT Programme and its Contributors This series of materials has been produced in collaboration between the High Impact Tourism Training for Jobs and Income Programme (HITT) funded by the European Union and the International Labour Organisation (ILO) in Vietnam. These programmes and organisations contributed to the development and printing of this material and will be using these training materials to deliver High Impact Tourism Training to their respective target beneficiaries. The programme supports informal workers and potential workers from the tourism sector of Vietnam to enhance their productivity and professionalism, and to increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV) through the financial assistance of the European Commission (EC) Investing in People programme. This publication has been produced with the financial assistance of the European Union. The contents of the publication are the sole responsibility of the HITT Programme and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit http://ec.europa.er/europeaid/