QUARTER IV

LESSON IV

PERFORM ON THE JOB TRAINING

Learning Objective:

1. Identify the role and limitations of a tour guide.

ROLES AND RESPONSIBILITIES OF A TOUR GUIDE

There are so many scenic spots in every country in the world – each place offers a different kind of
experience, views and landscapes. These scenic spots can become so compelling that can drive
thousands until millions of tourists to stop by and take visit. As a tourist or visitor, we may not be so
aware of everything that one place has to offer so there will be a great need for a tour guide to facilitate
our visit and give enough information and service on how we can ultimately enjoy one place. The tour
guide will assist us where to go and how to get there and give us information about the place so we can
fully enjoy our visit or tour.

TOUR GUIDE RESPONSIBILITIES

 Organize tours by groups or individuals in coaches, cars or on foot.

 Look for an area that can generally be of great interest to a group or a particular group of people.

 Communicate with the group/s or their representative/s about the details of the tour – assembly
time and place, destination, accommodation, transportation, immigration concerns (if the tour is set
abroad) and costs.

 Arrange the necessary permits or letters of communication to the area of destination before the
tour.

 Finalize all the details with the tour group or their representative.

 Offer specialist knowledge on subjects like history, arts and sciences, designs and architecture.

 During the tour, communicate with your tour group in a cheerful and engaging manner.

 Lead the tour group to points of interest and at the same time provide useful and interesting
information in whatever medium – written, oral or through electronic presentations.

 Always make sure of the safety and convenience of your tour group.

 Make sure all the members of the tour group follow the schedules set.
 Communicate with the appropriate officials in your tour destination – like the police, medical
institution or tour destination officials.

 Make sure of the hotel accommodation in case the tour is schedule for more than a full working day.

 Make sure that the tour group will be sent home as safely as possible.

http://www.jobresponsibilities.org/tour-guide.html
 QUARTER III

LESSON 3

ACCOMPANY VISITORS IN ACCORDANCE WITH THE TOUR INTINERARY (AT)

Learning Outcomes

At the end of this lesson, you should be able to:

1. State the dos and don’ts of tour guiding; and

2. Articulate the code of tour guiding practice.

DO’s AND DON’T’s OF TOUR GUIDING

Dos Don’ts
1. Be punctual or even early. Be late
2. Come prepared; research well Provide false or unsure information
3. Be cordial and pleasant Show exhaustion
4. Watch your own health Overdo things
5. Be sensitive to the guests’ needs. Sell anything on the first meeting
6. Allow time for guests to digest the Talk all the time.
information and interact.

Punctuality is the first sign of professionalism. When a guide is at the meeting place ahead of the
tourists, it means that the guide values the tourists, the business, and the profession. Sticking to the
schedule benefits everybody in the tour group and underscores the credibility of the guide’s
instructions.

When a tour guide makes proper preparations, he/she can focus more on the delivery of services to the
tourists with less worry. Prior preparation means being familiar with the destination and anticipating the
tourists’ needs. Prior preparation includes a briefing from the tour company about the tour and their
itinerary, an ocular of familiarization visit prior to the actual tour, and genuine acts of thoughtfulness
such as putting oneself in the shoes of the tourists.

Nonetheless, there are times when unexpected things happen. Sometimes, tourists do ask questions
that the guide is unable to anticipate. Be honest to admit what you do not know, and be prepared to ask
a friend or the authorities for help. The final lesson in the course tackles managing such risk and
unexpected situations.

Tour guides should be kind and patient. They should always be cordial and pleasant all the time. They
must not show exhaustion or irritability, especially to the tourists.

Tour guides must take care of themselves properly. Their body is their best asset; thus, they must know
when to stop and rest. Overindulgence of food and alcohol, and too much exposure to the sun, wind,
dust, and other elements may harm one’s health. Walking and standing for hours are also part of the
tour guide’s job. Hence, tour guides must have the discipline, wear proper attire, and use voice
amplifiers when needed.
Tour guides must also take care of the tourists and their needs. Selling souvenir items or local currency
may be impolite for the tour guide to do on the first meeting but there are instances when this becomes
necessary, especially in remote areas where such services are not available. Tour guides must be
sensitive to the cultural backgrounds and needs of the tourists to serve them well.

Lastly, tour guides must know when to stop talking and allow the tourists to rest and appreciate the
attraction on their own and interact with other tourists. Encourage guests to participate but never allow
them to speak on the microphone.

These dos and don’ts on tour guiding are restated through the Ten Commandments of Tour Guiding to
help aspiring tour guides remember how to present themselves.

Reference: Local Guiding Services, Second Edition (Eloisa A. Romero)

 QUARTER III

LESSON 3

ACCOMPANY VISITORS IN ACCORDANCE WITH THE TOUR INTINERARY (AT)

Learning Outcomes

At the end of this lesson, you should be able to:

1. Identify the role and importance of knowing crisis management.

2. Identify the tips on risk management in tourism.

CRISIS MANAGEMENT

Crisis management in tour guiding refers to how a tour guide responds, manages, and recovers from
unforeseen events.

Risk management is becoming increasingly important to protect both

your customers and your business. You should be prepared to deal with
potential crises. Identify possible risks for your destination, and
determine your risk management strategy to set up a plan. Train your
staff and team up with stakeholders. In case of a crisis, be clear and
honest in your communication. Repositioning may provide
opportunities to retrieve your business.

Crisis examples that a tour guide may face include a bombing incident caused by a terrorist group at the
tourist site or a pandemic or an epidemic scare.

Crisis management can be divided into three levels: before, during and after crisis.

The tour guide must be involved in all three levels as a front-liner in the tourism business.

Thus, he or she know the possible occurrence and what to do if such crisis does take place. He or she
must also know what to say to the tourists and how to keep them safe.
Nonetheless, the tour guide cannot do this alone. He or she must be supported by the tour company as
well as the destination managers and the government.

In Chinese characters, the word “crisis” has two: danger and opportunity.

This is usually used to define the word “crisis” in Western teaching.

In tour guiding, crisis presents the same—both danger and opportunity. If the tour guide can manage a
crisis well, then the opportunity of getting more clients is enhanced.

Why risk management?

Tourism companies are increasingly facing incidents that involve risks for both
travellers and the tourism industry. Examples are extreme weather, political
unrest, terrorist attacks, earthquakes, tsunamis and health-related incidents. In
2018, the World Economic Forum identified extreme weather events and
natural disasters as the most likely global risks with a considerable impact.

These events can have a tremendous negative impact on tourism destinations.

In addition, the damage to a destination’s image may have even longer lasting
effects than the actual damage from the crisis.

It is important to learn to address risk management issues and reduce the impact of crises and disasters.
Crisis can also create opportunities; they can shake up the market by making tourists look for new
destinations. Countries that are first to come up with a good offer can be winners.

Risk management does not start with a crisis, but much earlier. To be prepared for a crisis, every tourism
company should think about risk management. Here are our top 10 tips on how to successfully deal with
risks and risk management in tourism.

Top 10 tips on risk management in tourism

1. Identify the risks

2. Determine your risk management strategy
3. Develop a risk management plan for your tourism business
4. Team up with stakeholders
5. Train your staff
6. Test your plan
7. Provide clear and honest crisis communication
8. Stay informed about possible negative travel advice
9. Retrieve your business after a crisis
10. Reposition your business after a crisis

References:
Local Guiding Services, Second Edition (Eloisa A. Romero)
https://www.cbi.eu/market-information/tourism/how-manage-risks-tourism/
 QUARTER III

LESSON 3

ACCOMPANY VISITORS IN ACCORDANCE WITH THE TOUR INTINERARY (AT)

Learning Outcomes

At the end of this lesson, you should be able to:

1. State the ten commandments of tour guiding; and

2. Articulate the code of tour guiding practice.

TEN COMMANDMENT OF TOUR GUIDING

1. LOVE THE TOURISTS

Tour guides must love the tourists genuinely because they are the reasons why tour guides exist.
Sincerity is easy to see. It shows when one is passionate about what one does.

2. HONOR AND PROMOTE YOUR COUNTRY

Tourists appreciate interesting positive information about the places they visit. Sharing good
things about one’s own country helps a tour guide keep tourists’ attention and possibly see
them again in their next visit.

3. RESPECT LOCAL CULTURE AND HERITAGE

Respect is a basic trait that all tour guides must have. Guides must follow rules and proper
conduct in the places visited, and they must be polite to the hosts or the people who welcome
the tour group at the destination.

4. BE PROFESSIONAL AT ALL TIMES

During tours, tour guides are at work. Thus, they must show professionalism at all times, which
means, they must carry themselves properly so that they will get the same respect that is
bestowed on the hosts and tourists.

5. KEEP ON LEARNING
There is no education quite like the lessons of travel, even if one has been to a destination
several times. Tour guides must continue to learn from nature and the people around them.
They must always strive to sharpen their abilities as well, such as by learning new trends and
technologies. Reading books, newspaper, blog, and other references helps a lot.

6. COMMUNICATE PROPERLY
Communication is an important aspect of a tour guide’s profession. If a tourist is traveling with a
tour guide, the latter’s ability to communicate greatly contributes to the tourist’s travel
experience.
 7. DO NOT BE LATE
A tour guide’s punctuality is the first sign of professionalism and it earns the first sign of respect
from the tourists. Tour guides must always be at the meeting point before the tourists.

8. DO NOT PROVIDE FALSE INFORMATION

Honesty is the best policy in any profession. Tour guides must say truthful information and
admit if they do not know the answer to a question.

9. DO NOT PROVIDE ILLEGAL SERVICES

Tour guides must not break any law in the country or city they are working in. they must not
provide nor tolerate illegal services offered to tourists.

10. TAKE CARE OF YOUR BODY

Tour guides must protect their bodies from too much exhaustion and the effects of the
elements they are exposed to in every tour. Thus, they must wear proper and comfortable
clothes and get ample rest during tours.

Reference: Local Guiding Services, Second Edition (Eloisa A. Romero)

 QUARTER III

LESSON 3

ACCOMPANY VISITORS IN ACCORDANCE WITH THE TOUR INTINERARY (AT)

Learning Outcomes

At the end of this lesson, you should be able to:

1. Prepare a checklist of what a tour guide must bring for the tour;

PERFORM PRE-ARRIVAL PREPARATIONS/ACTIVITIES

The tour guide must report to his/her employer regularly to find out his/her tour assignments.

When assigned a tour, the tour guide must learn and understand the profile of the guests and the
inclusions of the tour program (i.e., accommodations, tour and meal inclusions, etc.).

The tour guide must call suppliers (i.e., hotels, airlines, bus companies, restaurants, tour
attractions, etc.) to ensure that reservations are properly coordinated for the group.

The tour guide must be familiar with the places that the tour group will visit; if not, he/she needs
to do an ocular before the tour.

The tour guide must know the points of interest as well as common areas like toilets and stores.

The tour guide must also know if there are special events happening in the area during the tour.

Reference: Local Guiding Services, Second Edition (Eloisa A. Romero)

 QUARTER III

LESSON 3

ACCOMPANY VISITORS IN ACCORDANCE WITH THE TOUR INTINERARY (AT)

Learning Outcomes

At the end of this lesson, you should be able to:

1. Discuss the suggested elements in tour guiding;

2. Identify the roles of each elements.

ELEMENTS OF TOUR GUIDING

The elements of tour guiding includes:

1. Professionalism.
Before becoming a tour guide, a person must first undergo a training program. In many
countries, one must acquire a license to practice legally.
2. Service.
Tour guides provide service, a form of product that is intangible, perishable, and one whose
production and consumption happens simultaneously.
3. Interpretation.
One of the tour guide’s roles is to educate the tourists about the meanings and significance of
cultural and natural attractions.
4. Physical Elements.
Tour guides combine service with the physical elements to create the total tourism experience
for clients. Physical elements include hotel facilities, transport vehicles, parks, and museums.
5. Characteristics of a Tour Guide.
6. Tour guides must be mature, responsible, patient, tactful, and sensitive to different cultures.
They must also be articulate, quick-witted, organized, and healthy to cope with the physical
demands of the job. They must show sincere interest in the places where they practice their
profession.

Tour guides must understand that their main reason for existence is the tourist. A tourist is a tour
guide’s client. In this regard and in consideration of the abovementioned elements of tour guiding,
tour guides must possess a deep understanding of the tourists, the tourism industry, tour
programming, and tour management.

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 COMPLAINTS MANAGEMENT AND POST TOUR

Learning Outcomes

At the end of this lesson, you should be able to:

1. Prepare a checklist of what a tour guide must do before, during, and after the tour;
2. Prepare a checklist of what a tour guide must bring for the tour.

As a continuation of the topic that we discussed on the last module, here are the other checklist that
we need to consider as a tour guide.

C. Complaints Management

Purpose The Guiding Principles have been developed to assist organizations in their application of a
customer-focused complaints management process, emphasizing the importance of valuing the
customer experience to exceed customer expectations and avoid unnecessary escalation of the
complaint. The Guiding Principles provide aged care organizations with the opportunity to review their
current complaints management practices and to appreciate complaints as valuable information and a
learning experience from within a customer-focused and continuous quality framework. As most aged
care organizations will be operating from well-established and mature systems, these Guiding Principles
are intended to support continuous improvement and the incorporation of best-practice models,
particularly in relation to customer engagement. For those organizations requiring support in the
development or improvement of a complaints management process, the resources included at the end
of this document provide an in-depth and practical guide. The Guiding Principles can be used as a check-
point to guarantee a comprehensive approach in relation to establishing a customer-focused process.

D. Developing the Guiding Principles

Five key elements described in the Better Practice Guide to Complaint Handling were used as a
springboard to discuss the essential criteria for inclusion in the Guiding Principles. These elements
describe five essential touch points to support an effective complaint management process:

CULTURE
Agencies must value complaints as a means of strengthening their administration and improving their
relation with the public.

PRINCIPLES
An effective complaint handling system must be modelled on the principles of fairness, accessibility,
responsiveness, efficiency and integration.

PEOPLE
Complaint handling staff must be skilled and professional.

PROCESS
The seven stages of complaint handling — acknowledgment, assessment, planning, investigation,
response, review, and the consideration of systemic issues — should be clearly outlined.
ANALYSIS
Information about complaints should be examined as part of a continuous process of organizational
review and improvement.

The Four Guiding Principles

Each of the four guiding principles is accompanied by a clarifying ‘plain English’ statement that reflects
how organizations will endeavor to respond to complaints in a way that conveys a sense of value to the
customer and places them at the center of the complaints management process.

CULTURE
We acknowledge that we are not perfect and sometimes we will make mistakes. We wish to learn from
our mistakes and value the customer’s contribution in helping us do this. An open and learning
organizational culture is fundamental to a positive customer experience. This includes openness,
honesty and acknowledgment with the whole process commencing and centered on the customer’s
point of view.

Components
• Organizational complaints process is visible and easily accessible to the customer
• Balance of power between customer and organization is equitable
• Customer feels safe and empowered (no retribution)
• Process commences with and is centered on, the customer’s point of view
• Seeking to understand the customer
• Validation of customer’s complaint
• Process is conducted in a fair and impartial manner, optimizing the experience for all parties
• Recipient of complaint maintains ownership until closure
• Complaints are owned by the frontline through to the Executive team, Senior Management and
Management
• Resolution given high priority
• Complaints viewed as a learning experience
PEOPLE
We want our customers to enjoy their experience with us at all times. In that spirit, we will ensure our
people are educated and experienced to be responsive and inclusive so that you feel heard and
understood as we work through and resolve your concerns.

Components
• Staff recruited with appropriate attitude and experience to handle complaints
• Staff educated to be able to appropriately handle complaints when they arise (listen, acknowledge and
respond)
• Staff actively engage with customers in the complaints process
• Staff communicate in an honest, open and transparent manner
• Staff need to ensure they follow up with the customer until resolution
• Staff empowered by organization to resolve complaints effectively
PROCESS
We have an open and transparent process for handling complaints that supports us in being responsive
and flexible in working with you to fix the problem.

Components
• Acknowledgement of complaint and the customer’s point of view
• Engagement with customer
• Assessment of the problem
• Exploring the problem and planning together for resolution (agreed outcomes)
• Confidentiality throughout the process
• Responsiveness to needs
• Follow-up and review outcomes with customer
• Aim to resolve the complaint to the best of our ability
• Robust quality improvement system

ANALYSIS
We will learn and grow from your feedback, applying what we have learnt to improve our services for
the benefit of others.

Components
• Investigate underlying causes and identify trends
• Design and develop improved systems and services
• Implement changes and improvements
• Monitor ongoing activities
• Evaluate changes and improvement activities

Acknowledgements
This document was produced by the South Australian Innovation Hub Complaints Management Working
Group. Members included ACH Group, Barossa Village Inc, Boandik Lodge Inc, Helping Hand Aged Care,
James Brown Memorial Trust, Monrieth Aged Care Facility Ltd & Gleneagles Aged Care, Resthaven Inc,
Southern Cross Care (SA&NT) and The Society of Saint Hilarion Inc. We acknowledge the contributions
and encouragement offered by the Department of Social Services (DSS) Aged Care Complaints Scheme
Branch Manager, Shona Maloney, Aged Care Commissioner, Rae Lamb and COTA SA Chief Executive,
Jane Mussared.

Resources
Commonwealth Ombudsman (2009). Better Practice Guide to Complaint Handling, Canberra, Australia,
retrieved from < http://www. ombudsman.gov.au/docs/better-practice-guides/
onlineBetterPracticeGuide.pdf> Department of Social Services (2014). Department of Social Services
Better Practice Guide to Complaint Handling in Aged Care Services, retrieved from <
https://www.dss.gov.au/ourresponsibilities/ageing-and-aged-care/programsservices/complaint-
handling-toolkit/better-practiceguide-to-complaint-handling-in-aged-care-services> Health Services
Review Council (2011). Guide to Complaint Handling in Health Care Services, retrieved from <
https://www2.health.vic. gov.au/getfile/?sc_itemid=%7b62D4E2B2-FD15- 4214-A520-
66EDA4876D7A%7d&title=Guide%20 to%20Complaint%20Handling%20in%20Health%20 Services%20-
%20Revised%202011> SA Health (2011). Consumer Feedback Management Policy Directive (objective
file number eA490276), retrieved from < http://www.sahealth.sa.gov.au/wps/
wcm/connect/487052804cc87304b615b6a496684d9f/ Directive_Consumer+Management+Feedback_
Apr2015.df?MOD052804cc87304b615b6a496684d9f> National Health Services (2014).
NHS Choices Complaints Policy, retrieved from < http://www.nhs.uk/aboutNHSChoices/
aboutnhschoices/Aboutus/Documents/120117-nhschoices-complaints-policy-v2-D01.pdf> Hayes, BE
(2009). Beyond the ultimate question: A systematic approach to improve customer loyalty, ASQ Quality
Press, Milwaukee, Wisconsin, USA. Target Collections Australia. Complaints and Feedback Policy,
retrieved from < http://www. targetcollections.com.au/files/Complaints.pdf> Bendigo Bank (2012).
Customer Feedback Management Policy, retrieved from < https://www.bendigoadelaide.com.au/public/
corporate_governance/policies/customer_feedback_ management_policy.asp> Department for
Education and Child Development (2014). Education Complaints Policy: a guide to raising a concern or
complaint, retrieved from < http://www.decd.sa.gov.au/docs/documents/1/
ParentComplaintsPolicy.pdf>

Post Tour Checklist

1. That those who supported you; suppliers, and co-workers.
2. Prepare a report to the company concerning the outcome of the tour and expenses.
3. Make recommendations to improve the tour and company services when possible.

Perform Post-departure Activities

While tour guides must ensure the safe departure of tourists, they must also strive to maintain a warm
relationship with their colleagues and suppliers. One way is to share gratuity with the driver, and thank
him/her services. Another way to thank suppliers is to endorse them to future guests. The tour guide
must also prepare the post-tour report to the company concerning the outcome of the tour, expenses
incurred, and recommendations to improve the tour and other company services when possible.

References: Local Guiding Services, Second Edition (Eloisa A. Romero)

 QUARTER II

LESSON 2- TOUR ARRANGEMENTS FOR VISITORS (AV)

Learning Outcomes

At the end of this lesson, you should be able to:

1. Prepare a checklist of what a tour guide must do before, during, and after the tour;
2. Prepare a checklist of what a tour guide must bring for the tour.

THE TOUR GUIDE’S ROUTINE

Stages of Tour Guiding Techniques

A. Pre-Tour Checklist
1. Find out what tours have been assigned to you (the tour guide). Some companies provide a
briefing to tour guides while some provide client information and itinerary via phone or e-
mail.
2. Review the list of passengers, accommodation, and special arrangements.
3. Familiarize yourself with the itinerary and the places that you will visit.
4. Check if any special event will occur during the tour.
5. Consult your superior to confirm or make clarifications.
B. Daily Checklist
1. Report punctually.
2. Greet the guests and inform the group of the day’s schedule.
3. Inform the guests about free activities and events, if any.
4. Assist the guests when they step in and out of the bus for safety reasons.
5. Whenever the guests step out of the bus, inform them of the exact time to return (e.g.,
instead of “after 30 minutes,” say 8:30 AM).
6. Be at the meeting place before the guests.
7. Count the guests to make sure they are all present before leaving.
8. Confirm appointments during spare time.
9. Before you part of the day, thank the guests. Inform them of the next day’s schedule as well
as the exact time of departure if it is for a multi-day tour. If you cannot meet them at the
end of the tour, send notes to their hotel rooms.
10. As soon as all the guests have left, check if any item has been left behind.

(Arrival Procedures)
The tour guide must report at the meeting place at least 30 minutes before the guests’ estimated time
of arrival (ETA). Upon reaching the meeting place, the tour guide must check if the guests are arriving
on time, such as by checking the status of the bus/train/airline/arrival. Upon the tourists’ arrival, the
tour guide must welcome the guests, introduce himself/herself properly, and check the tour vouchers.
Then, the guide must usher the tourists to their coach and on their itinerary.
 (During the Tour)

The tour guide must report at the meeting place, at least 30 minutes before the estimated time of
departure (ETD) for day trips, and one hour before ETD for multiple-day trips. The tour guide must check
the land transportation prior to the tourists’ arrival to ensure that it is in good condition. Upon the
tourists’ arrival, the tour guide must introduce himself/herself properly and check the tour vouchers.

The tour guide must make sure that guests feel welcome and comfortable. The tour guide must
reiterate the day’s tour schedule and provide general information about the country/city and its culture,
as well as information on free activities and events in the area. The tour guide must always assist
tourists when stepping in and out of the bus to ensure their safety, count them to make sure no one
gets left behind, and provide the specific meet-up point and time of departure to avoid wasting time
waiting for tour participants. The tour guide must use his/her spare time reconfirming tour
appointments/reservations, and never sleep while in the company of the tourists. The tour guide must
also ensure that guests’ complaints and requests are addressed properly.

At the end of the tour, the tour guide must thank the guests and inform them of the next day’s
schedule, and exact time of departure at the pick-up point. The tour guide may also request for
feedback about the tour to help in further improvement. The tour guide must remind the tourists not to
forget to take their valuables with them. When the tourists have left, the tour guide must double-check
if any personal property has been left behind.

(Departure Procedures)
The tour guide must report at the meeting place at least 30 minutes before the guests’ estimated time
of departure, say at the hotel lobby. Prior to this, the tour guide should have checked the status of the
guests’ transport schedule to ensure that the bus or airline is leaving as scheduled. Ample time should
have been allotted to transfer the guests from the hotel to their departure point. Upon meeting the
guests at the hotel lobby. Ensure that their belongings are complete and they have their travel
documents. Assist them in checking out and usher the tourists to their coach and on to their departure
point.

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 The Tour Guide’s Logbook

Learning Outcomes
1. Identify the uses and purposes of a logbook;
2. Identify the parts of a driver’s log sheet;
3. Prepare and use a tour guide’s logbook;
4. Enumerate and explain other travel and tour documents; and
5. Understand that income and expenditure need to be actively managed.

The Logbook
To log means to take note of an occurrence in a systematic record. In this
regard, the logbook serves as an important tool for monitoring activities
related to a particular subject. What we take note of depends on the purpose
of the logbook. The logbook usually includes:
1. The date and time of log;
2. The name of the person logging the details; and
3. The activity that happened.

For example, security guards at the reception area keep a logbook of the things happening at the reception
area. They log the time, who or what enters or leaves the building, and sign their name. in this example,
the logbook helps monitor movements of people and goods in the area and it aids in investigation if
something goes amiss. If a logbook is kept properly and professionally, it could provide valuable data as a
reference and evidence.

Drivers keep a logbook, too. Here is an example.

Company Name
Vehicle Type: Vehicle Number:

Time Odometer Kilometers Activity Date Name Logged

Traveled of of by
Date Entry Driver Name Signature
Start End Start End

Confirm by:
Drivers need to monitor their activities to track their time on the road and vehicle maintenance checks.
These ensure safety in traveling.

In our tour guiding, the logbook also serves as an important tool in monitoring the implementation of tour
arrangements, including deviations from the original plan, in fact, one of the dictionary definitions of
word “log” is the official record of events during a voyage. Logs must therefore be entered in the logbook
as neatly and as accurately as possible, here is a sample of a log sheet page in a logbook:
 Tour: Number of Participants:

Tour Guide: Tour Manager:

Driver: Vehicle Type: Vehicle Number:

Date Time Activity Remarks

Start End

Logged by: Checked by:

Name Name
Signature Signature

Formats very depending on the information needs of the tour company, but the main data required usually
include the date, time, activity, and tour staff involved (i.e., name of driver and tour guide). After
accomplishing this form, a copy can be submitted to the travel agency to serve as the tour guide’s after-
activity report. The report on tour expenses should be attached to the tour guide’s log sheet. Tour expense
report will be discussed in the next lesson.

Another useful log sheet is one used for monitoring luggage. The tour guide can use the rooming list to
monitor the number of luggage per tour participant:

Room Number Number of Luggage

Name of Guests Upon check-in Upon check-out
1. Mr. Juan Dela Cruz 3015 1 2
2. Mr. Robert De Jesus 3024 2 4

Note how the number of luggage changes upon check-out. This is most likely because of shopping.

Other Travel and Tour Documents

What are the relevant travel and tour documents that tour guides must check and prepare for each tour?
1. Tour vouchers. The tour voucher is prepared by the tour manager and/or the
reservation staff at the travel agency where the tour guide is assigned. The tour
guide must get a copy of the voucher from the travel agency prior to the tour. As
discussed in the previous lesson, a tour voucher is a sheet of paper that confirms
what the tourist has paid for. It contains the names of the
tourist, the number of tourists in the group, the details of the tour itinerary that the guests
 paid for, as well as accommodation and transportation details. Upon receiving a copy of the
voucher, the tour guide must reconfirm the reservations for the tour, hotel, transportation, and
meals, if included. Upon the guests’ arrival, checking the tourist’s copy of the tour voucher is part
of the meet-and-greet procedure to ensure that the copies form both ends are identical.

2. Rooming list. This should be part of the tour voucher. This list provides the name
of person/s who will occupy each room in a particular hotel, as well as their
check-in and check0out schedule. This should also include special arrangements,
if any (i.e., smoking room, vegetarian meals, children’s needs, luggage space,
etc.).

3. Confirmation letters from suppliers. Prior to the tour, the guide must ensure
that he/she has a copy of confirmation letters from suppliers if applicable. These
letters must have the contact details of the suppliers and the details of the
reservation.

4. Passport. This is an important personal travel document for tourists traveling

overseas. The passport is required for tourists to enter and exit a country. It is
usually needed to check-in at hotels. It also provides duty-free shopping privileges.
Thus, the tour guide must remind tourists to secure their passports throughout the
trip.

5. The tour guide’s logbook and luggage monitoring sheets. Monitoring sheets
like these are important documents that tour guides must pay attention to, as
discussed earlier in this lesson. They help ensure the coordinated and efficient and
value for money.

Reference: Local Guiding Services, Second Edition (Eloisa a. Romero)

 The Tour’s Cost
Learning Outcomes

At the end of this lesson, you should be able to:

1. Define cash advance, budget, and financial report of liquidation;
2. Identify the elements of a financial report; and
3. Explain tour costing procedures.

Tour Budget
Some suppliers, especially family-owned shops in far-flung communities, do not provide credit line. If the
tour involves lunch at this kind of restaurant, then the tour guide or manager must bring enough cash to
cover the inclusions of the tour.

The cash provided by the tour company to be brought to the tour is called a cash advance or advance. And
advance is a loan which the tour manager or guide needs to liquidate with receipts upon return from the
tour. The tour guide must therefore know two things in managing cash advances: (1) sticking to the
budget and (2) preparing the financial report.

A budget is a schedule of expenses. If you have a tour program, you also have
an expenses program wherein each activity in the tour corresponds to an expense.
The budget will say how much money is allotted per activity, and the mode of
payment (i.e., cash or credit). Tour guides must follow the tour program as well
as the expense program. If the tour guide makes a deviation, it wil have an
impact on the profitability of the tour.

The financial report that the tour guide needs to prepare must contain a comparison between the budget
and actual expenses. The report has four elements: (1) the expense items; (2) the planned expenses; () the
actual expenses; and (4) the explanation for the difference between the plan and the actual expenses.

Here is a sample of a tour budget.

Title of Tour: Bohol Countryside Tour Date: mm/dd/yy

Name of Guest: Mr. Juan Dela Cruz and Number of Guests: 2
Party
Expense Items: Budget Actual Remarks
Loboc River Lunch and other tourist fees at 800.00 800.00
Php400/pax
Chocolate Hills entrance fee at Php10/pax 20.00 20.00
Tarsier Sanctuary entrance fee at Php40/pax 80.00 80.00
Blood Compact shrine (Free of Charge or FOC)

Baclayon Church(FOC; museum entrance fee on

pas account)
 Driver and tour guide’s lunch and dinner 300.00 300.00
allowance (Guests’ dinner at Bohol Bee Farm on
pax account)
Parking fees 100.00 100.00
Gasoline 1,000.00 1,000.00
Total 2, 300.00 2, 300.00

FOC means free of charge. Pax account means personal account, the item is not included in the tour cost
so the guest will pay.
The financial report will be submitted to the tour supervisor together with the post-tour report and
customer feedback. Liquidation is another term used to refer to financial report.

Tour Costing
Tour costing refers to the function of determining the amount that goes to each element of the tour, such
as payment to suppliers, overhead costs, and profit. Tour costing is a function of the tour operation
business. Tour guides are only a part of this business, hence they are selling his/her own tour packages.
Nonetheless, it helps for a tour guide to be familiar with the tour costing structure and procedures.

Here is a sample of a tour budget

TYPE OF COST PERCENTAGE SAMPLE COMPUTATION (in Php)

A. Direct Costs
Accommodations 25% 2,500
Transportations 25% 2,500
Entrance fees and tour activities 20% 2,000
B. Indirect Costs
Administrative Costs 9% 900
Advertising 5% 500
Others 1% 100
C. Profit 15% 1,500

TOTAL 100% 10,000

Based on total above, the elements of a tour price include the cost of accommodations, transportation,
entrance fees and activities, administrative costs such as printing and manpower, advertising, and others.
for a package tour that costs Php 10,000, Php 2,500 ideally goes to hotel accommodations, Php 2,500 to
transportation, Php 2,000 to entrance fees and activities, Php 900 to admin costs, Php 500 to advertising
and promotions, and Php 100 to iscelleneous. This result to profit of Php 1,500 which may be considered
a small amount for such a labor-intensive product. Pricing a tour does not stop at the determination of the
cost of each element. Market trends and practices must be analyzed to calculate the optimum selling price.
It also helps to maintain a good relationship with suppliers to enjoy commissions and special rates.

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 Technical Writing Skills
Learning Objective
1. Prepare techniques and strategies in communication;
2. Arrange information logically;
3. Identify the components in preparing tour data.

Technical Writing Skills

Technical writing is a writing style that aims to simplify complex ideas, such as
scientific or specialized data, into a form that ordinary people can understand and
use. A technical writer helps readers appreciate the information’s value to them, the
same way a tour guide helps tourists appreciate things that are alien to the latter,
such as information on cultural or natural heritage. Technical writing is therefore a
skill that tour guides must
possess and make use of in preparing the tour commentary.

Steps in Technical Writing:

Prepare to write
Know the purpose of the story that you are going to write, the scope or the coverage, and the
audience (i.e., who they are, what their interests are; where, when, and how they will consume the
info, etc.).

Look into one’s own experience

Using examples that you are familiar with and those that you have experienced firsthand makes
the story more relatable and easier to understand.

Map the story

Mapping the story provides a good plan and direction so that you will not carried away too much.
Prepare bullet points or snippets of the main ideas before providing the details.

Consult experts
Even if you are expert in your own field, it still helps to consult other experts to enrich your work.

Write in the correct style

Writers must write correctly. Use proper words, tone and grammar. Check out the tips below.

Tips in Technical Writing:

Use proper words

Example: Special local food will be served for lunch.
 Improve example: The tour group will have local cuisine for lunch.
*Note the use of cuisine instead of food, and the inclusion of the tour group to clarify who will
have this lunch.

Use the active voice

*Using the same example, the improved example follows the advice format which is easier to
read and understand than the passive voice. In the active voice, the subject of the sentence is the
doer of the action.

Use the task-based approach

Example: We will meet at exactly 1:00 PM at this same spot. We are here to have lunch and
shop for some souvenirs.
Improved example: We are here to have lunch and then shop for some souvenirs. After
shopping, we will meet at 1:00 PM at this same spot.
*Notice the order of the activities and how they are stated.

Use simple language; avoid jargons

Example: nocturnal
Improved example: active at night

Use proper grammar

*Match plural subjects with plural verbs.
Example: (Plural subject) Tourists
Improved example: (Plural verbs) eat, dance, shop
Example of subject-verb mismatch: Tourists shops.

While technical writing presents the text in a clear, direct, and neutral style, writing a tour commentary
should be more creative and interesting. Hence, tour guides must balance the use of technical writing
skills and creativity.

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 USE OF ELECTRONIC DEVICES IN TOUR GUIDING

Learning objective:
1. Identify the different kinds of electronic resources and its use.

What are electronic resources?

The resources to which "electronic" applies (in the context of collections
development) include:

 Web Sites
 Electronic Journals
 Data Files

KINDS OF ELECTRONIC RESOURCES

1. Websites
A site or website is a central location of various web pages
that are all related and can be accessed by visiting the home
page of the website using a browser.

2. E- Journals
Electronic journals, also known as e-journals,
and electronic serials, are scholarly journals or
intellectual magazines that can be accessed via electronic
transmission.

Electronic journals, or e-journals as they are commonly referred to, are scholarly and/ or peer
reviewed journals that are available online.
Remember that with an e-journal you do not have to come to the Library shelves to find and
read an article. You can read, save or print the journal article from wherever you are as long
as you have access to the Internet.

3. Data files
A data file is a computer file which stores data to be used by a
computer application or system, including input and output data. A
data file usually does not contain instructions or code to be executed
(that is, a computer program).
Most computer programs work with data files.
https://www.msvu.ca/en/home/library/aboutthelibrary/policiesprocedures/collectionpolicy
/electronicresources.aspx
https://www.computerhope.com/jargon/w/website.htm
https://en.wikipedia.org/wiki/Data_file
 COMMUNICATION SKILLS IN TOUR GUIDING
Learning Outcomes
At the end of this lesson, you should be able to:
1. Define communication;
2. Provide tourism-related examples for each element in the communication process;
3. Identify communication barriers;

Communication Process
Communication is the reciprocal sharing of verbal or nonverbal
information following a set of rules.
The process of communication involves a source that uses a channel to
deliver a message to the receiver, and this message produces an effect and
feedback (Black & Bryant, 1992, in Floe & Ongkiko, 2006).
This definition is best illustrated through Berlo’s Model of Communication. In this model, the letters
words represents the elements of communication: source, message, channel, receiver, and effect.

Other models, like Shannon and Weaver’s (1948, in Flor & Ongkiko, 2006), include another element
called “noise” or “barrier” that affects the reception of the message.
The source is where the information comes from. The message is the information relayed from the
source to the receiver. The channel refers to the tool through which the message is relayed. The
receiver gets the message and executes the effect.
In a typical tour scenario, the source is the tour guide, the message is the commentary, the channel can be
a microphone, the receiver is the tourist, and the effect is the tourist’s reaction and appreciation. Feedback
is also relayed by the tourist to the tour guide in the form of formal evaluation of the tour guide’s
performance. This could be through feedback forms, suggestions for performance improvement, tips of
gratuities, and repeat visits.
Communication Barriers
Communication barriers prevent the message from reaching the receiver and
creating the desired effect. They can be classified into (1) physical barriers,
and (2) sociopsychological.
Physical barriers include channel and environmental factors. Examples of
channels are microphones, telephones, and radios. Environmental factors
include potential disruptions around the source and the receiver
such as noise, brightness, and temperature. For instance, if the place is too hot and bright, or if the
vendors around are too noisy, tourists may not be able to understand the tour guide well.
Sociopsychological barriers include differences in pronunciation, meaning, emotional blocks like
stress, and “communicators” role and stature within a group” (Flor & Ongkiko, 2006).
Tour guides should not perceive communication barriers as problems, but as “challenges” that can be
surmounted. In facing these challenges, tour guides will learn about other cultures and improve their
service in the process.
Purposes of Communication in Tour Guiding
Tour guides relate with the people around them to inform, to clarify, to promote, to build relationships,
and to evaluate the service they provide.
1. To inform
It is the tour guide’s duty to inform the guests of the tour schedule: where the tour group is going
and at what time, what to wear, what to bring, and what to expect. The tour guide informs the
guest about the tourist spots and places of interest, their history, and significance.
2. To clarify
Tourists come from different cultural backgrounds, and as such, meaning, symbols, and
pronunciations may differ and affect communication. As a tour guide, part of his or her role is to
break those barriers and promote understanding through clarification. Paraphrasing and repetition
are two of the means to ensure that the message is understood. A bridge remark can also be used
to encourage response. Questions on preference are examples of a bridge remark, such as, “Do
you like ?

3. To promote
A tour guide does not only represent oneself but the company and the country as well. Promotion
is necessary to improve the guests’ perspective and help them plan their next visit, and in the
process, help spread the benefits of tourism as well.

4. To build relationships
As a tour guide, you will not only interact with your guests. It is also your duty to liaise with
tourism suppliers as well as your colleague’s relationships with customers, colleagues, and
suppliers. This is important to sustain tourism activities.

5. To evaluate the service

 Collecting feedback from guests is important because this will serve as basis for improving
services. There are several ways to get feedback. Aside from filling out a feedback form,
responses may also be gathered simply by asking questions about the guests’ interests and
whether their expectations are met during and after the tour.
Strategies for Effective Communication
Tour guides interact with different kinds of people. Hence, it is important to develop their communication skills.
Such skills could be vastly improved by applying the following strategies:
1. Listen. Listening is different from hearing. Hearing refers to how your brain receives the sounds
that your ear catches, while listening is the deliberate interpretation of these sounds into
meanings. Here are some tips for active listening:

-when your guests are talking to you, give them your full attention and stop doing over things.
Face them and maintain eye-to-eye contact.

-review mentally what you already know about what the guests are talking about and organize
your thoughts accordingly. This enables you to respond appropriately. Set aside prejudices and
keep an open mind to learn from the guests.

-nod to show that you are listening, and verbally confirm what you have heard.

2. Clarify. If you could not understand what the guest said, clarify by paraphrasing what the guest
said and confirm if your understanding was correct. Remember what the Pacific Hotel staff did to
clarify the room reservation? Aside from the day of the week, the staff also mentioned the
specific date to ensure that the message was understood. You would know if the message was
understood when you receive an appropriate feedback.

3. Be clear. Use correct language structures, simple sentences, and words that are not confusing.
Work on your pronunciation and voice projection. Ensure that your commentaries follow a
logical sequence. Commentary refers to what tour guides say in front of the guests when
describing an attraction. Repeat politely when necessary.

4. Be consistent. Your actions and body language should be consistent with what you are saying.
Do not smoke when you warn that the place is not a place for smoking. Remove your own shoes
when you ask the group to do so. Smile when you are talking about blissful things; do not smile
when you are talking about sad events.

5. Be confident. Know your tourism product by heart and ensure the accuracy of your
commentaries. Do your research properly prior to the arrival of the group. Gather information
from reliable sources. Be proud of your own city and country, but not arrogant. Do not hesitate to
apologize. Learn from your mistakes and shortcomings.

6. Pay attention. Some guests may be too polite to say honestly what they feel. So pay attention to
their body language and facial expressions to understand them better.
 7. Be appropriate. Wear appropriate clothes, use respectful language, and behave in a responsible
manner. Learn about the places that you are going to visit as well as the cultural background of
your guests before their arrival. For instance, your clothes and tone of voice will vary when
visiting a temple and when hiking along a forest trail.

8. Be open. One of the benefits a tour guide is meeting people from different cultural backgrounds.
Keep an open mind and learn from them as well. Find differences and similarities, and broaden
your own perspectives.

9. Attend to complaints with care. As a tour guide, you will also receive a number of complaints.
Here are some tips to handle them: (1) acknowledge what you heard and the guests’ right to feel
and think as they do; (2) confirm the incident; and () provide feedback on action(s) taken.

10. Use proper equipment. If you are using a microphone, ensure that it is working properly and
that you are confident in using it. A microphone helps tour guides communicate clearly.

Telephone Etiquette
The telephone is an important communication tool. Tour guides will have to speak with
guests and colleagues on the phone at some point. Phone conversations reflect the
way we do business. It is therefore essential to have good telephone manners or
telephone etiquette.
Here are some tips in handling phone calls.

- Attend to the phone promptly, or else; another company will take that call and that client from
you. Picking up after the first ring is the best time.
- Use the “voice with a smile”. Speak clearly. Put a small mirror in front of you so that you can
make sure that you are always smiling while talking on the phone.
- Identify your name and company.
- Use polite words.
- Use bridge building language or bridge remark such as “How may I help you?”
- Listen to the caller’s mood.
- Have your pen, paper and directory ready beside the telephone.
- Get all possible information on the first call so that calls are attended to immediately and not
transferred from one local number to another.
- Always take the initiative of picking up a call whenever someone is not available to attend it.
- Never argue with the customers.
- End you conversation with “thank you” and “goodbye”
 Don’t use the following phrases
“Hello…yes?”
“Sandali lang” (Transalated: “Wait”);
“Wait lang”; “For a while”; “Hold on”
“Sino ‘to?” (Translated: “Who’s this?”); “Who’s
on the line?”
“Yup”; “Yeah”
“I’ll see if I can locate him”; “Nasa CR”
“Babay”
Do not use the following phrases
“Good morning. This is (Name). How may I
help you?
“One moment please”; “May I put you on hold?”
“May I know who is calling?”
“Yes”
“He’s not at his desk right now. Would you like to
leave a messenger?”
“Thank you for calling. Goodbye.”

When connecting calls, make sure that the caller is connected to the called party and is attended to
properly. It is irritating to be tossed several times from one department to another. Provide feedback when
you promised to do so.
Telephone etiquette also applies when you are using mobile phones. Be courteous even when you are
talking to people you already know.

Source: https://ph.images.search.yahoo.com/search/images;_ylt=AwrwJU3yO1Fd0zAAkJG1Rwx.?
p=berlo%27s+ model+of+communication&fr=chr- yo_gc&fr2=p%3As%2Cv%3Ai#id=77&iurl=http%3A%2F
%2Fslideplayer.com%2F9894738%2F32%2Fimage s%2F7%2FBerlo%25E2%2580%2599s
%2BDiagram.jpg&action=click

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 Selection of Commentary Materials
Learning Objectives
1. Demonstrate understanding of the knowledge, skills and attitudes required in selecting and
preparing tour commentary.
Steps in Preparing a Tour Commentary
Putting information together for a tour commentary entails the same methods for arranging the tour
schedule in a logical manner.

1. Get a map of the tourist site and plot the location of all the tourist attractions that the tour group
is going to visit.
2. Plot locations of toilets, food stores, souvenir shops, security office, and clinics.
3. Identify a starting point and a meet-up point at the end of the tour.
4. Think of a logical arrangement for visiting the tourist attractions such that you will visit the
closest one to the starting point first and then work your way through until you reach the meet-up
points, making sure that no effort and time are wasted because of crisscrossing paths and
backtracking.
Another consideration is the logical flow of a story. If your commentary will focus for example on the life
of Jose Rizal who was detained in Intramuros, then the flow of the tour commentary should follow the
flow of events from the time Jose Rizal was born to the time he was detained and eventually executed.
Note the significance of these events on the country’s history and liberation. Hence, the tourist attractions
that you will visit within Intramuros should follow this flow as well. There are nonetheless many other
interesting stories on which the flow of the Intramuros tour can focus on, such as universities, dining, arts,
culture, and religion.
Reviewing and Editing a Tour Commentary
Use the following steps in reviewing and editing a tour commentary:
1. Is the grammar correct?
2. Does the commentary follow the same flow as the itinerary?
3. Are the words and sentences used interesting and compelling?

Selection of Commentary Material

Part of a Good Tour Commentary
One of the hard skills or technical skills required by tour guides or write a good tour commentary. With
training, research and time, I believe that all of us can write a good tour commentary. I will share with
you some components of a good tour commentary.

Promote your Country

A good tour commentary must promote your country as a top holiday destination.as a tour
guide, you are your country’s Ambassador. You are the first point of contact and a local
friend. Recommend places that are not on the itinerary that is unique and localized
attractions. You also introduce historical monuments, culture and heritage sites. Aim to
create a memorable experience for travelers.

Educational but not Boring

Another component of a good tour commentary is that it should provide an opportunity for
tourists to learn valuable history, culture and lifestyle of your country. A good commentary
will make visitors feel as if they see the historical events from his own eyes. Tour guides can
ask tourists to imagine what was happening in the past and provide photos as visual aids.
You can also ask travelers to compare what occurred in the past to present day activities.
Informative but not Overwhelming
A good tour documentary should provide much relevant information. Tour guide can help
tourists to absorb the information by asking question after you deliver the commentary. It
helps travelers to internalize the information. Tour guides can also provide a summary of
what you have commentated as it’s contributes to creating an impact.

Good Stories
Storytelling is an important part of a good tour commentary. A tour guide’s job is to
communicate information and provide details of the place to travelers. However, the above is
more of narration or addressing a group. A good tour commentary is filled with good stories.
Stories can include key events which have taken places in the area, myths, and legends or
even personal stories and real-life experiences.

Source: http://blog.travelbuddee.com/components-good-tour-commentary/
Reference: Local Guiding Services Second Edition (Eloisa A. Romero)
 PREPARING A TOUR COMMENTARY
Learning Outcomes
At the end of this lesson, you should be able to:
1. Define tour commentary;
2. Distinguish the various types of commentary;
3. Identify the parts of a tour commentary; and
4. Apply the steps in preparing a tour commentary.
Commentary Defined
Tour commentary, also known as ”guidespeak,” refers to what tour guides say in front of the guests
when describing an attraction. It includes general information about the country as well as local tales,
events, and personalities related to the attraction. Here are the steps in preparing a tour commentary:
1. Know tour guests’ interests and expectations.
2. Know the itinerary.
3. Look for reliable of information about the attractions included in the itinerary and gather
information form these sources.
4. Write your tour commentary based on the information you gathered.
5. Practice and revise your commentary as you see fit.
For easy recall, let us use the acronym GIS-JOE, which stands for:
-Know you Guests, Itinerary, and Sources of Information (GIS)
-Then, Jot it down and Execute (JOE)

TYPES OF COMMENTARY
There are four types of commentary:

Required. A required tour commentary is a memorized script usually provided by a company

for its guides. Deviations from the required commentary are highly discouraged, if not prohibited
by the company. An example of required commentary is the spiel delivered by guides in a theme
park attraction.

Informative. Sometimes referred to as interpretation, an informative commentary highlights the

guide’s role as an educator. Through an informative commentary, the tour guide explains to the
visitors the meaning and relevance of the things and symbols in the environment in a language
that the visitors could easily understand and relate to.

Requested. When requested or asked, tour guides shall provide commentary to address
particular needs and inquiries of the tourists. Although this type of commentary can be called for
on an ad hoc basis, tour guides must still come prepared. In this regard, it is important for tour
guides to know their assigned city or location very well.
 Optional. Optional commentaries highlight the guide’s engaging and entertaining traits. Like the
requested commentary, an optional commentary allows foe the tour guide’s deeper involvement
in a conversation and analysis. In this way, the tourists can have a better appreciation of the tour
and the attraction.
Components of a Commentary
A commentary has five parts:
1. Introduction. Greet the tour participants, introduce yourself (and the driver), and get to know
the members of the group. Provide an overview of the tour schedule and what to expect during
the tour. Provide general information about the country and/or city as well.

2. Body. Upon arriving at a particular tourist attraction, describe the attraction and its relevance,
what to see or do there, how long the group will stay there, and the time everybody is expected to
be back at a specific meeting point. Do this for all other attractions.

3. Reaction. Give the tour participants a chance to ask questions before setting them free. Allow
for question and answer during the tour. Encourage your participants to voice out their reactions
after the tour. Do not argue with the participants, instead, try to address their concerns. When
receiving a question or remark, confirm it first by paraphrasing before responding, and then ask
again if the concern is properly addressed. Do a recap after delivering the body of the
commentary and calling for reactions. A recap is a brief summary of what has been discussed.

4. Reminders. Make sure that the tour participants take care of themselves and their belongings
and respect each other’s time and space. Always remind them to be on time and protect
themselves from various elements in the environment.

5. Closing. End of the tour by thanking the tour participants for joining the tour. Whenever
possible, ask them to join the tour again or other tours that the company offers.
Some companies request guests to fill out a feedback sheet at this point, while others provide
simple tokens of gratitude like local items or group photos.

Reference: Local Guiding Services Second Edition (Eloisa A. Romero)

 UNIT 1
INTRODUCTION TO TOUR GUIDING
Introduction to the Unit Content

Unit I introduces the learners to our guiding as a profession. It provides a discussion of the core
concepts in tour guiding services, including the definition of tour and tour guiding. The unit likewise
describes the types of tour guides in the past and at present, as well as the career opportunities in tour
guiding.

Unit Learning Outcomes

At the end of this unit, you should be able to:
1. Explain the basic concepts in tour guiding services;
2. Identify the roles of a tour guide;
3. Discuss the history of tour guiding in the world and in the Philippines;
4. Explore opportunities for tour guiding services as a career; and
5. Discuss the relevance of the course.

Core Concepts in Tour Guiding

Coined from the Latin word tornare and Greek tornos, meaning to circle around, the word “tour” means
to come back to the point of origin after going to a destination elsewhere (Theobald, 1998). In tourism,
the word “tour” refers to the activities of people when they go to a place to see and learn about it in
person (Merriam-Webster Dictionary, n.d.).

Who is the tour guide?

A tour guide is a person who guides tourists as they go about a foreign place. A tour guide helps the latter
gain a better appreciation of the place and the interesting things to see there. The tour guide likewise helps
tourists use their time more efficiently.
The Philippine Department of Tourism (1995) defines a tour guide as “an individual whoo guides tourists,
both foreign and domestic, for a fee, commission, or any other form of lawful renumeration.” Tour guides
need to undergo proper training before they can applyfor accreditation from the Department of Tourism.

What is tour guiding?

Tour guiding therefore refers to the provision of professional service to interpret the cultural and natural
heritage of an area (World Federation of Tourist Guide Associations, n.d). in this sense, interpretation
does not only refer to translation of information from one language to another, but also to the description
of cultural and natural attractions that helps people gain better understanding and appreciation of such.
Roles of a Tour Guide
A tour guide plays important roles in tourism. These roles include:
-meeting and greeting the tour participants upon arrival;
-facilitating introductions;
-coordinating pre-arranges accommodation and transport;
-making sure that tour participants are comfortable;
-coordinating pre-arranges tours to local attractions, shops, restaurants, etc.;
-pointing out places of interest;
-preparing and presenting tour guide spiels called tour commentaries;
-researching and sharing general information about a place;
-attending to operational problems, such as booking changes, lost bags, or sickness, and providing
first aid if needed; and
-preparing and submitting post-tour written reports.

Elements of Tour Guiding

1. Professionalism. Before becoming a tour guide, a person must first undergo a training
program. In many countries, one must acquire a license to practice legally.
2. Service. Tour guides provide service, a form of product that is intangible, perishable, and
one whose production and consumption happens simultaneously.
3. Interpretation. One of the tour guide’s roles is to educate the tourists about the
meanings and significance of cultural and natural attractions.
4. Physical Elements. Tour guides combine service with the physical elements to create the
total tourism experience for clients. Physical elements include hotel facilities, transport
vehicles, parks, and museums.
5. Characteristics of a Tour Guide. Tour guides must be mature, responsible, patient,
tactful, and sensitive to different cultures. They must also be articulate, quick-witted,
organized, and healthy to cope with the physical demands of the job. They must show sincere
interest in the places where they practice their profession.
Tour guide must understand that their main reason for existence is the tourist. A tourist is a tour guide’s
client. In this regard and in consideration of the abovementioned elements of tour guiding, tour guides
must possess a deep understanding of the tourists, the tourism industry, tour programming, and tour
management. These will be discussed in the succeeding lessons.

Limitations of a Tour Guide

A tour guide performs many functions. However, a tour guide cannot work alone. He or she relies on
others to provide the tourists with the total tourism experience. For instance, the tour guide cannot
provide the accommodations and transportation on his or her own, and cannot serve as the sole attraction.
These must be provided by tourism suppliers such as hotels, transports companies, museums, and parks.
History of Tour Guiding
The roles that tour guides play have changed over time. Cruz (2008) provides an account of the evolution
of these roles throughout history.
Ancient Times
Tour guides have been around since the ancient times when travelers found the need for guides who could
help them in their journey. The information that guides provide were prized by many historians, including
Herodotus who valued guides who could recite “with great authority, dates, dialogues, and other specifics
about people who had lived hundreds of years ago.” Homer’s literary piece Iliad mentioned guides who
showed the battlefields and the shores where the Greek ships arrived (Cruz, 2008).
Dark-Middle Ages
With the fall of the Roman Empire, this period is regarded as a dangerous time in European history.
Thus, the period emphasized the guide’s role as safety escorts for travelers, including pilgrims and
businessmen (Cruz, 2008).
Renaissance
During the Renaissance, guides took a more demanding role-that of an educator or a mentor, in addition
to the role of protector-when the Grand Tour became a fashion as a rite of passage for sons of well-to-do
Europeans. Carefully appointed guides served as the young men’s tutors and chaperones as they
journeyed through a prescribed route from England to France, Germany, Austria, Switzerland, and Italy,
which was the final destination. The students were welcomed as gentlemen when they returned home
(Cruz, 2008).
Modern Age
No evidence of organized training exists for guides before the 20 th century other than the company
training given by the Thomas Cook Travel Agency (Wei Hu, 2007). England is one of the first countries
to regulate the train guides when authorities were prompted by the aggressive competition among the
guides foe the business that tourists brought in the 1930s (Cruz, 2008). At presents, many countries train
and accredit guides to maintain high professional’s standards.
Even though the guide’s roles have evolved overtime, their roles as communicators, educators, and
shepherds who take care of the tourists have remained unchanged to this day.
Relevance of the Tour Guiding Course
Tour guiding can be rewarding occupation, especially in areas frequented by tourists. Some tour guides
earn enough from the tips alone. There are tour guides in Manila and Cebu who regard tour guiding as a
lifelong career. They have raised their families through tour guiding proceeds. Some have risen up the
corporate ladder and rose to executive positions in their companies.
Whichever path they choose, most tour guides remains steadfast in their dedication to the profession for
the non-monetary gratifications, such as meeting people and learning about other people’s cultures as
well as their own.
Tour guides play an important role in the multibillion-dollar tourism industry. Tourism cannot progress
without trained manpower. As professionalism is one of the core elements of tour guiding, it is
imperative to provide a well-defined training program to aspiring guides. The inclusion of tour guiding as
one of the specialization tracks in high school in the K to 12 curriculum in the Philippines is a significant
advancement in harnessing the growth potential of tourism in the country.
Career Opportunities in Tour Guiding
How can one become a tour guide nowadays?
In the Philippines, the Department of Tourism (1995) defines a tour guide as “an individual who guides
tourists, both foreign and domestic, for a fee.”
According to the DOT’s Rules and Regulations to Govern the Accreditation of Travel and Tour Services
(1995), the requirements for the issuance of accreditation to a tour guide are the following:
1. Proof that the applicant has passed a seminar for tour guides duly conducted by the
Department, or other agencies duly authorized by the Department to conduct the seminar.
2. Certificate of good health issued by any duly accredited government physician;
3. Clearance from the National Bureau of Investigation (NBI);
4. In the case of alien applicants, valid visa from the Bureau of Immigration and proper permit
from the Department of Labor and Employment (DOLE);
5. Mayor’s permit/municipal license;
6. Latest Income Tax Return; and
7. Such other documents that the DOT may require from time to time.
The mayor’s permit identifies the place where the tour guide works. As mentioned in the
WFTGA definition, a tour guide’s qualification should be “are-specific”.
Career Opportunities in Tour Guides
Nowadays, there are different career opportunities for tour guides. Here are the types of guide based on
how they earn.
Employed Guides
Employed guides are employed by a company. They earn a regular wage whether there are clients or
none. These companies include the government, private travel agencies, museums, and industries that run
their own tour of facilities.
Freelance Guides
Freelance guides are like other businessmen who depend on the influx of clients to earn. These are self-
employed guides who ake and sell their own tours. Sometimes, travel agencies call on freelance guides
on an ad hoc or per need basis, wherein payment will depend on the nuber of tours booked. Based on an
average of 16 tours per month, a tour guide in the Philippines can earn Php 16, 000 to Php 40, 000 per
month.
Docile or Volunteer Guides
Docile or volunteer are unemployed guides who are mostly hobbyists such as retirees and environmental
advocates. They earn non-monetary rewards such as friendship, experience, and cultural exchange. Some
volunteer guides accept tips, too.
Note that tour managers are different from tour guides. The tour manager is the representative of the tour
operator who makes sure that the tour schedule is followed and tourists get what they paid for. The tour
guide provides the in-depth commentary or information about the destination, while the tour manager
focuses on administrative matters. However, some tour managers are able to acquire sufficient
knowledge and skills to become tour guides as well.
Here are the types of guide based on their specialization:
Plant Guides
Plant guides are employed by corporations, usually a part of the public relations department. They
conduct tours in the company’s plant or factory, with the primary aim of uplifting the company’s
public image by educating visitors about their business goals and operations. In a way, they are like
museum guides who specialize in a particular collection.
Adventures Guides
Adventure guides are, first and foremost, hobbyists who love a particular sporting activities and
introduce this activity to the tourists. They require a special skill set, including those related that is
different from that of a city guide.
City Guides
City guides specialize in a particular city or province. They are able to provide information on a city’s
history and heritage, and its relevance to the country’s socioeconomic development. City guides may be
freelancers, government employees, travel agency employees, or location.
Others
Other types of guides include golf guide, shopping guide, special interest guide, and cultural and heritage,
all of whom specialize in a particular activity, collection, or location.
Tour Guide’s Income
As discussed earlier, there are various ways for tour guides to earn:
1. Regular wage provided by their employers, such as travel agencies; and
2. Tips or monetary gifts from tourists as a sign of appreciation for the guide’s services.

Reference: Local Guiding Services, Second Edition- Eloisa A. Romero