Republic of the Philippines

City of Taguig

Taguig City University

Gen. Santos Avenue, Central Bicutan, Taguig City
MODULE 1 – MIDTERM
COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT
COURSE MODULE in
TOUR GUIDING

I. TITLE: MODULE 3: TOUR GUIDING CYCLE

II. INTRODUCTION

The tourist guide’s main job is to escort groups or individual visitors from abroad,
or from the guides own country, around the sites, monuments, and museums of a region
or city, interpreting inspiringly and entertaining in the visitor’s own language, the cultural
and natural heritage and environment.

From the visitor’s point of view, the tourist guide is a person employed directly by
the traveller, an official or a private tourist organization or a travel agency, to INFORM,
IMPART, DIRECT, and ADVISE the tourist before and during his journey. The tourist
guide also has the additional role of an INTRODUCER and must help his listeners
understand and appreciate his country. Everything the tourist guide speaks about should
come alive and present the realities of his country in the best possible way. The job of
the tourist guide is therefore not simply to repeat a list of facts giving the information like
a cassette, but to create the image of the country for the visitor in an appropriate manner.
III. LEARNING OBJECTIVE

LO1: IDENTIFY THE TOUR PROCESS

LO2: UNDERSTANDING OF ITINERARY

LO3: TOUR GUIDES PROTOCOL

IV. LESSON PROPER

Topic 1: Tour Guiding Cycle

These are the Tour Stages;

1. Pre – Tour arrangements

2. Tour proper
3. Crisis Management
5. Post –Tour arrangements

1. Pre-Tour Arrangements

Activities

 Gather & analyze instructions in the itinerary ; and

 Special inclusions & exclusions on the tour itinerary or schedule of
activities.

A. Gather & analyze instructions:

Tour itinerary
Inclusions or exclusions Service providers
Tour vouchers
Cash advance
Rooming list
Tour suppliers
Sample itinerary-

Figure2. Tour guides should understand the detailed tour itinerary as follows
Figure 3. Cash advance voucher indicates the name of payee either it’s a fee from the
entrances of museums, restaurants, etc.. it also includes the number of PAX(passenger)
total amount per person and the grand total.

Figure 4. Tour voucher is a confirmed booking reservation of the guest, includes the tour
group name, no. of PAX, arrival and departure date and hotel name.
Figure 5. Rooming List is one of important guidelines for check in and check out process of
the guest that includes the name of the guest, and important details of the guest

Tour guides should know the tour and travel terminologies at all time, it is important to
understand and to follow such process

Note: Instructor will provide copy of tour and travel terminologies

TOUR SUPPLIERS

Tour Suppliers/Service providers

Transportation Company
Hotels
Restaurants
Tourist attractions
Figure 6. Flow chat of the connection of the 3 C’S (CLIENT, CHARTERER,
COLLEAGUES)

Client- traveller

Charterer- Tour Operator, Lodging, F&B, Transportation

Colleagues- Tour Guide, Coach Captain, Tour Coordinator

Highlight

The tour itinerary, tour voucher, cash advance, rooming list and tour suppliers provide a

lot of INPUT in the design and development of the commentary that tourists would

demand to know.

1. Pre-Tour Arrangements

B. The second preparation focuses on the inclusions and exclusions on the tour itinerary or

schedule of activities.

Figure 7. Table shows the segmentation type of the tourist

MANAGE TOUR ARRANGEMENTS

1. Delivery of tour components are supervised in accordance with tour arrangements

2. Compliance of suppliers of reserved tour components are checked

3. Proper accounting of money paid or accounts dues to and from visitors and/or

suppliers are conducted base on enterprise procedures

4. Relevant information on the supplier’s services, amenities and facilities is provided

5. Optional visitors’ request from the suppliers are facilitated

6. Visitors are politely reminded to pay for all expenses of a personal nature

CONTENTS:

• Managed tour arrangements

• Resolving complaints and other emergencies

• Check-in and check-out procedures

o Transportation company

o Lodging establishment

• Standard Operating Procedures

o Transportation company

o Lodging establishment

o Other visitor-related establishments

• Room ratings and the schedules of airlines, shipping companies, and bus / train

companies

• English language–fluency and effective communication skills

• Use of telephone, fax and two – way radio

• Sensitivity to both Filipino mentality and foreign mentalities

• Safety and Sanitation

• Risk Management and emergency procedures

2. TOUR PROPER

The tour proper starts with the visitors’ arrivals and ends with their departure.

ARRIVAL PROCESS

Reception- it refers to the greeting of the guests at the gateway (airport,

pier, bus station, village entrance reception area) and assisting them to move their place
of lodging and to undertake the check in process

MEET AND ASSIST

 The management of movement starts with identification and

gathering of the guests in one controlled area and the proper

introductions.

 Next is the identification and handling of each individual’s luggage.

 Third are the type and sizes of the motor vehicle and the condition of

the on-board equipment (air-con, PA system, size of the

compartment for luggage, first aid kit, and portable fire extinguisher,

and other arrangement), the designated and safe boarding and de-

boarding areas, route and traffic condition.

 The information required while on-board and or in transit to the place

of lodging varies.
 CHECK-IN

 It involves the preparation of the registration card, and the distribution

of room keys/key cards, which is done at the front office and the

handling of luggage by the Bell Service.

 It is advisable to gather the group in one area of the hotel lobby.

 Then direct to their respective rooms and bid them good bye or

remind the guest of the next scheduled activity

TOUR ACTIVITIES

REPORTING TIME

 Report at least 30 minutes before the tours scheduled departure time

to execute any last minute adjustments and brief the driver of the

days itinerary

ASSEMBLY AND BOARDING

 The assembly involves gathering the visitors and executing an

orderly and safe boarding the passengers.

TOUR COMMENTARY

 Involves providing the most appropriate type of commentary

 TOURISN ON-BOARD A VEHICLE

 It involves providing appropriate commentary and alerting the visitors

about the approaching sights of interest and scheduled stopovers.

Give the approximate duration of scheduled stopovers.

WALKABOUT

 It consists of tour guiding outside the confines of a vehicle. It is

divided into three:

1. When moving outdoor;

2. When stationary; and

3. When moving indoors

END OF THE TOUR

 Before disembarkation, give a reminder of the next

activity/movement and a thank you speech. When the clients have

disembarked, check each seat for items that might have left behind.

DEPARTURE PROCEDURES

HOTEL CHECK OUT

 It involves collection of room keys or key card and request for

preparation of the personal charges at the Front Office and the

payment of these by the guests. The Bell Service collect and handle

the guest’s luggage.

 SEND OFF ASSISTANCE

 The type and sizes of the motor vehicle and the condition of the on-

board equipment (air-con, PA system, size of the compartment for

luggage, first aid kit, and portable fire extinguisher, and other

arrangement), the designated and safe boarding and de-boarding

areas, route and traffic conditions. The information required while on-

board and in transit to the airport consist of reminders about their

travel.

3. CRISIS MANAGEMENT

A. External situations

B. Client-related

C. Supplier-related

D. Internal situations

A. EXTERNAL SITUATIONS

External situations pertain to local conditions that curtail or prevent the conduct of the

tour proper.

B. CLIENT RELATED

Complaints of clients such as street snatching or illness. When illness or discomfort

occurs, suggest medication but check for allergies first. Seek professional help if you

are unable or incapable of helping.

C. SUPPLIER RELATED

Services provided by service providers such as poorly air- conditioned vehicles. When

this happens determine what went wrong, but do not take sides.

D. INTERNAL SITUATIONS

Company policies and procedures resulting in poor organizational performance, such

as inaccurate or late reservations with suppliers resulting in client discomfort and

inconvenience

4. POST-TOUR ARRANGEMENTS

Activities necessary to close the tour file. For the tour guide, it includes the following:

*Liquidation cash advance

*Written report of complaints and commendations received

*Problem solved

*Recommendations on tour improvement

*Remittance of optional tour collections

*Over-all tour evaluation.

5. PERFORM POST-DEPARTURE ACTIVITIES

1. Revisions and cancellations of services rendered are reported in accordance with

enterprise guidelines and procedures

2. Additional revenue or expenses incurred are accounted

3. Complaints and commendations are reported base on enterprise policy

4. Report on expenses incurred in connection with the tour itinerary submitted

CONTENTS:

• Performed post – departure activities

• Check-in and check-out procedures

o Transportation company

o Lodging establishment

• Standard Operating Procedures

o Transportation company

o Lodging establishment

o Other visitor-related establishments

• Room ratings and the schedules of airlines, shipping companies, and bus / train

companies

• English language–fluency and effective communication skills

• Use of telephone, fax and two – way radio

• Sensitivity to both Filipino mentality and foreign mentalities

• Safety and Sanitation

• Risk Management and emergency procedures

6. PERFORM PRE-ARRIVAL ACTIVITIES

1. Composition and responsibility of the tour guide are determined as per company

policies and procedures

2. Arrival and departure schedules are checked

3. Reservations of the tour itinerary are checked

4. Tour itinerary is checked for compliance with visitors’ requirements

5. All reservations made by tour operator or local organization are verified

6. Guide kit, cash advance and exchange vouchers are collected

CONTENTS:

• Performed pre-arrival activities

• Resolved complaints and other emergencies

• Tourism services and local facilities of interest to visitors (currency exchange

locations, tour booking offices, accommodation, attractions, banks, dry cleaners,

medical facilities)

• Knowledge of the form of government or geo-politics but not political ideas

• Ability to speak fluently In English and the local dialects

• Ability to use office equipment

7. DELIVER INFORMATION AND COMMENTARIES

1. Relevant and timely commentaries are provided

2. Relevant and timely instructions are provided as needed

3. Proper posture and position is assumed at all times

4. Commentaries are delivered with proper voice modulation and pronunciation

5. Appropriate terminologies and up-to-date information are used at all times

6. Positive interaction with visitors is developed and practiced

CONTENTS:

Resolved complaints and other emergencies. General knowledge of the Philippines and

its regions including:

o Climate (weather patterns including any extreme conditions, impact of climate on

lifestyle, stories associated with climate in a local area)

o Geography and geology (major land formations/landmarks/natural attractions and

their key features for both Philippines and local region)

o History (historical development of Philippines and the local region, major historical

events and prominent individuals, key dates, overview of Philippine indigenous history)

o Architecture (major styles and their proponents, key buildings and structures both

in Philippines and the local area)

o Cultural elements (overview of indigenous cultures within the Philippines, different

cultures within the Philippines and the local area, cultural activities, local customs)

o Art, theatre, music and literature (key performers, writers and artists, major works

by the Filipinos, major cultural events)

o Religion (religious make-up for Filipinos and the local area, religious practices)

o Natural environment and tourism (how the environment is a tourism asset, impacts

of tourism on the environment, land management in Philippines including the role of

National Parks).

o Flora and fauna (overview of native flora and fauna, their characteristics and key

locations)

o Government and politics (general structure, political parties, major political figures,

current political issues)

o Transport (main transport systems, usage of different forms of transport across

Philippines, historical development of different forms of transport)

o Agriculture (Philippines history as a primary producer, key products of the

Philippines, current issues)

o Science and technology (Philippine contribution both past and present, prominent

individuals, key discoveries)

o Sport (main Filipinos sporting activities, Philippines sporting record, local sporting

focus, sporting facilities, sporting comparisons with other countries or areas)

o Economy (overview of current state of the economy, key features of the local

economy and local industry).

o Trade (Philippines key exports and its main trading partners)

o Education (overview of school and higher education systems, comparisons of

systems to those of other countries)

o Food (Local dishes and produce)

o Local wines and spirits

o Lifestyle (key features of the day-to-day living patterns of Philippines and local

people, family and social customs)

o Shopping (key locations, local products)

o Tourism services and local facilities of interest to visitors (currency exchange

locations, tour booking offices, accommodation, attractions, banks, dry cleaners,

medical facilities)

o Current events in Philippines and the local region

Knowledge of the form of government or geo-politics but not political ideas

Ability to speak fluently In English and the local dialects

Ability to use office equipment

V. SELF PROGRESS TEST/ACTIVITY

Situational Activity

Instruction: group of 5 at least 5-8 members will act as professional individual (Tour

Guide, couch captain, tour operator, tourist/guest etc...

1. Assume that they will pick up 40 tourist from the NAIA terminal 1 and the tourist came

all the way from California assist them according to Tour Process applying stage 1 to 4.

2. Jenna was assigned as an Tourist Guide who will assist 10 tourist from India, her

tourist will arrive exactly 14:00 H by MH 301, when the airport status arrived the

allocation allowance for the tourist is 1hr to get his baggage, inspection by the

immigration but one of his guest didn’t find his baggage and the tour leader of the group

called Jenna, what Jenna will do? If his passenger lost his baggage?
VI. SUMMARY OF THE LESSON

One definition that covers the basics of tourism is that there is a supply side and a
demand side in the process. The demand side is the consumers. There is a travel related
product or service that the consumer wants or needs and a price that they are willing to
pay to get it. The supplier is an organization or a company that sees this demand and
decides to provide it. The purchase process can start the other way too; that there first
is a supply of one product or service and when it is marketed the customer realizes that
there is a demand.

This way the supplier is creating the demand. These two parts are dependent on each
other and neither works alone. If there is demand for a product but no supply, the
consumer will be dissatisfied. If there, on the other hand, is supply but no demand, the
supplier will not get any recognition or money for the work that has been done.
(Cooper, Fletcher, Fyall, Gilbert and Wanhill, 2008, page 11-15)
When the accommodation is being chosen the previous parts have to be taken in
consideration. The target group shows what properties the accommodation should have,
and the budget tells the organizer how expensive the room rate can be. The different
types of accommodation suits different kinds of people and when the target group is
identified the trip organizer decides whether the most suitable accommodation type is a
resort, bed and breakfast or camping site.

The location of the hotel facilities should be carefully thought over and the
transportation between the hotel and the planned activities should be convenient. The
next feature of the package to plan is the program. It is up to the organizer to decide if
there is going to be a schedule that has to be followed or if the package includes
activities that can be done whenever the customer likes. Meals can be planned for the
whole group to enjoy together and sightseeing tours can be booked in advance by the
organizer.
 It is important to follow the tour planning process and to acknowledge the power
of itinerary that should follow from the pre arrangement next is the activity process which
is the check in on board of the couch (vehicle) and the tour commentary hosted by the
Tour Guide down to the last stage which is post arrangement tour to submit all the
vouchers, expenses and liquidation

VIII. SUPPLEMENTARY READINGS AND MATERIALS

Department of Tourism Travel and Tour Terminologies hand-outs 2016

IX. REFERENCES

Power point presentation by Dir. Claravall 2013 and Ms Hildawa

DOT- Mentors
TESDA- Tour Guiding Services NC II