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Midterm: Understanding Information Relevant To Tour Itinerary Final: Arranging Tour For Visitors

The document discusses the four stages of tour guiding: pre-tour planning, tour activities, handling complaints, and post-tour follow up. It provides examples of tasks for tour guides in each stage, such as researching destinations, coordinating with local guides, and addressing issues that arise. The stages show the full process tour guides go through from initial preparations through concluding the client's experience.

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Jhigo Villar Franco Pascual
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2K views

Midterm: Understanding Information Relevant To Tour Itinerary Final: Arranging Tour For Visitors

The document discusses the four stages of tour guiding: pre-tour planning, tour activities, handling complaints, and post-tour follow up. It provides examples of tasks for tour guides in each stage, such as researching destinations, coordinating with local guides, and addressing issues that arise. The stages show the full process tour guides go through from initial preparations through concluding the client's experience.

Uploaded by

Jhigo Villar Franco Pascual
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Midterm: Understanding

Information Relevant to Tour


Itinerary

Final: Arranging Tour for Visitors


Lesson #1
Four Stages of Tour
Guiding
Activities in the Four Stages of Tour Guiding
Services
• Managing a tour is a challenging task.

• A tour in itself is a journey where precise preparations


need to be actualized.

• There are four stages of a tour namely pre-tour, tour


proper, complaints management, and post tour.
• The leadership and management skills, organizational
skills, and people skills of the tour’s key players are
needed in all stages.

• When performing the specific tasks, it is to be noted


that the end of the goal is to have safe, stress-free,
and wonderful vacation.
A. Pre-Tour
• The tour operator has the major role during the pre-tour
since this is the stage that involves planning, costing,
negotiating, and booking with suppliers and other service
providers.

• At times, it is best to assign local guides as they are more


accustomed with the locality. They are familiar and
knowledgeable about the area’s culture, history,
environment, the people, and their luggage.
• Some examples of tour that need local guides are
tours to Kabayan Mummies, Puerto Princesa City’s
flora and fauna excursion, and Mt. Pulag Adventure.

• In some instances, tour operators share the


responsibilities of guiding with, between and among
tour escorts, local guides and/or specialized guides.
• For example, a group of friends chooses a 4-Day-3-Night
Cordillera Tour (Manila-Banaue-Sagada-Baguio-Manila).
XYZ Travel and Tours sends his tour escort to assist and
guide the guests.

• The tour escort coordinates with the suppliers, orients the


group about the tour, gives them some information about
the destinations they are visiting, and even explains other
interesting sites that are en route.
• Once the group arrives in Banaue, the tour escort
contacts the eco-guide to lead them to the Banaue
Rice Terraces. When the group arrives in Sagada, the
tour escort meets with the spelunking guide to lead
them to Sumaguing Cave, and when they arrive in
Baguio, the local guide leads the group to the cultural
sites and museums within the city.
• After selecting the most appropriate tour guide for
the tour, the assigned guide will have a vital role in the
planning and preparation process.

• The tour guide may do further research to update his


knowledge and may do ocular inspection to confirm
accuracy of the itinerary.
• Each tour is diverse and every guest is unique.

a. Study the itinerary. Tour guides should check if the tour schedule is
currently updated and is accurate. If there are discrepancies, he or she
needs to the tour operator immediately.

For example, if a certain attraction was devastated due to typhoon then


a substitute attraction can be suggested.
b. Know your guests. Tour guides should not only research
about the destinations facts and current event but also
research about the guests.

In order to deliver a more personalized service, tour guides


need to know about the guests background, ages, and country
or province of origin.
• At this stage, tour guides should ready themselves in a
holistic manner.

• Mentally, they need to be well equipped with knowledge.


• Physically, they should be well rested and dressed
appropriately.
• Temperamentally, they need to be composed and patient
when mishaps and complaints arise.
B. Tour Proper
• This stage involves the tasks that tour guides do from the
time they meet their guests until they depart and head back
home or for another destination.

• During the first encounter with tourists, or as soon as they


arrive, the tour guide needs to give a very good impression
of him or her.
• It also involves a pleasant introduction and the readiness of travel
documents for checking and inventory of guests. Assist means a lot of
things for tour guides.

• From the time they enter the vehicle until they check in, in their respective
hotels.
• Reminding guests about their luggage.
• Some tips and warnings
• Other important reminders like where to change their money for local
currency.
• Brief discussions about their whereabouts and plans.
• During the end of the tour, this is the time tour guides thank
the tourist for availing the tour, for participating, for being
patient, and for bearing with some unforeseen
circumstances if there was any.

• It is during this time that tour guide lets them sit, relax, and
enjoy their rest.
C. Complaints Management
• No matter how well tour operators and tour guides prepare for the
tour and how careful and precise their instructions are to tourists,
problem may still occur.

• Complaints happen when guests are experiencing some kind of


discomfort, stress, embarrassment, and anxiety.

• Nevertheless, complaints should be taken seriously and gracefully.


• Problems, on another note, may come in different forms
with different intensity. Some complaints can easily be
dealt with.

• For example, a tour guide’s soft voice can be adjusted or an


uncooked food can be replaced.

• Other common complaints include delays and poor service


from the tour guide, driver, or supplier personnel.
D. Post Tour
• The tour comes to an end. This is the stage when all
tour events have to be documented. The tour guides
reports to the company to submit necessary forms
about the tour.

• Liquidation of cash advances, submission of cash


vouchers, receipts, and remittance of other
collections.
• A general report what transpired during the tour, most
especially if there are complaints must be also
submitted.

• Tour guides must also send in all evaluations and take


into considerations the complaints and
reccomendations.
Activity
Read the case given below. Share your insights and answer how a tour
guide can manage the tourists in all stages of the tour. Present your
answers in narrative form explaining the following:

a. Pre-Tour
b. Tour Proper
c. Complaints Management
d. Post Tour
A group of ladies are availing of ten Sagada Adventures
offered by Agetyeng Travel and Tours. This tour requires
a minimum of 10 persons and it was all paid for. But
during the tour, only nine of them came. The other
tourist backed out due to the long 5-hour drive. The
ladies were requesting for a refund for their friend.
Show how the tour guide can manage the tour and the
complaining tourists. Describe the scenario in the
different stages of the tour.
PT #1
• 40 Hotel and Restaurant Management graduating students of
University of Santo Tomas are scheduled for Subic Tour. They are all
booked in Subic Park Hotel. All students went on a day-tour of Subic
Bay Metropolitan Authority which includes trip to museums and
other historical places. A part of the tour is attending a seminar on
“Remarkable Services” back in the hotel. The teacher-in-charge was
busy preparing for the seminar and realized that the group is not
complete. Five of the students did not attend the seminar, but instead
went shopping at North Harbor Mall. The teacher complained to the
tour guide. How would you handle the situation? Describe the
scenario in the different stages of the tour.

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