The document provides guidance on providing arrival and departure assistance to visitors as a tour guide. It discusses checking guest arrival information from sources like passenger name records or passports. It also covers confirming transport details, identifying guests at terminals, handling baggage, and having contingency plans in place to deal with schedule changes. The document aims to help tour guides successfully meet guests and assist them through the arrival process.

1. Good Afternoon Everyone

2. Technical Skills Upgrading Training
Program for TVET Trainers and
Industry Assessors of Tourism and
Hospitality sector
Organised by
Bangladesh Skills for Employment
and Productivity (B-SEP) Project
Date-7-16 March, 2015
Welcome to

3. Competency Standards for Tour
Guide
Unit Title: Provide Arrival and Departure Assistance
Unit Code: TOHTOG1011A1
Learning Outcome:
After completion of this unit you will able to provide
arrival and departure assistance to visitors.

4. PROVIDE ARRIVAL AND DEPARTURE
ASSISTANCE

5.
Element 1: Perform arrival transfers for visiting groups or individuals
Performance Criteria for this Element are:
1.1 PPE and personal hygiene are complied with following workplace
requirements.
1.2 Guest arrival information is checked and noted accurately, with
prompt implementation of any action required to deal with alterations in
schedule.
1.3 Transport is confirmed for the correct time and place with transport
supplier.
1.4 Identification techniques are used in a manner, which allows
guests to locate the guide utilizing facilities at the transport terminal.
(continue)

6. Element 1: Perform arrival transfers for visiting
groups or individuals
Performance Criteria for this Element are:
1.5 Passenger lists are checked and recorded arrivals, no-
shows & other comments,
1.6 Arrangements for the transport of baggage from the terminal is
established prior to the arrival of the guest, check-in procedures
are used and the correct number of baggage pieces are
transported.
1.7 Established procedures for lost baggage are correctly
followed.

7. 1.2 Guest arrival information is checked and noted
accurately, with prompt implementation of any action required
to deal with alterations in schedule.
What we need to know
 Carrier’s details
 Guest Details
 Terminal Information
 Preparations of Alternative Schedule

8. On the day of arrival a guide should follow these
procedures:
 Need to be ready well in advance
 Care over personal appearance
 Information / documents the guide
needs

9. Information needed during Carrier’s
Detail
 Must obtain confirmation from the transport
terminal agent
 checking the arrival time from online
 or from carrier concerned via telephone or
email

10. Information needed during Guest’s
Detail
Collecting Guest’s arriving details through PNR
DKT4ZI/KA DACOU 72SBKA AG 99999992 16OCT
1.1HASAN/SYEDMAHBUBMR 2.1BEGUM/SYEDAMAHBUBAMS
1. MH 142 N 22SEP SYDKUL HK2 0825 1515 O* TU
2. MH 112 N 22SEP KULDAC HK2 1820 2010 O* TU
FONE-DACT*WHITE SAND TRS PH 00713005752 REF NANCY

11. Contents of PNR- Passenger’s Name Record
PNR Number (DKT4ZI)
Number: Number of the passenger(s) mention in the PNR (1HASAN/SYEDMAHBUBMR)
Surname/Family Name (1HASAN/SYEDMAHBUBMR)
Given name (1HASAN/SYEDMAHBUBMR)
Gender/Title of passenger (1HASAN/SYEDMAHBUBMR)
Flight details (MH142-Carrier Code & flight Number)
Class of service (In flight service like Economy class, Business class, first class etc)
Date & Month (22SEP)
Three letter codes of Departure & Arrival Destinations (SYDKUL)
Reservation status of the concern sector (HK: Holding Confirm; HL: Holding Listed etc.)
Departure Time (0825–Local Time at Sydney in 24 hours clock system)
Arrival Time (1515 – Local time at Kuala Lumpur in 24 hours clock system)
Booking Agent (Name of Travel Agent - WHITE SAND TRS)
Contact Telephone No. of the Travel Agent (PH 00713005752)
Booked By (Staff name who book the ticket for the passengers- REF NANCY)

12. Information needed during Guest’s Detail
●
Information of guest’s can also be collected from:
●
Collect from Operating Company / Authority
●
OR
●
From Passport of the guest

13. Specimen of a Passport

14. Passport is the travel document provided by the concern authority of the
holder’s country of origin.
Information that contains a passport
Passport Number
Name of the Passport Holder
Gender
Date of Birth (Age)
Date of issue/Expiry of passport
Nationality (Country of origin)
Passport issuing Place & authority
Picture of the passport holder

15. Terminal Information
Terminal is the landing station of the concern transport.
What should You Know about Terminal?
The terminal layout,
locations of arrival halls
facilities inside terminal like:
rest room,
prayer room,
wi-fi hotspots
baby changing rooms
Knowing these you will then be able to guide your visitors accurately and punctually
through the arrival process and assist in providing correct information to complete tour
documents before arriving to the transport terminal.

16. Types of Transport Terminals
 Transport terminals may include:
 Airports
 Bus and coach terminals
 Taxi ranks/stands
 Train stations
 Shipping ports.

17. Airport
Bus Terminal

18. Train Terminal
River Terminal

19. ●
Preparations of Alternative Schedule
Alternative schedule is conceder in case of delay or cancellation of
transport’s schedule.
Always double check to ensure you are well informed and have suitable
time to reorganize transport or schedules in the event of a delay,
cancellation, change in itinerary or re-routing of transport travel.
This could potentially take quite a lot of time as it may involve
contacting several companies to alter details which in-turn may impact
tariffs, discounts, vouchers, transport connections, location arrival times etc.
Should changes need to be made you will need to present this to
visitors upon greeting them and assess satisfaction levels. Once again tact
and diplomacy are required to ensure your visitors, who may well be tired
and hungry at this point remain as happy as possible.

20. ●
Preparations of Alternative
Schedule
What to do.........
Inform the Transport Authority if Delay Occurs
Inform the Accommodation Authority if Delay Occurs
Other Contingency Plan could be taken like Change of
Itineraries

21. SELF CHECK
Q.1. What are the information you can collect from a PNR (Passenger Name Record)
Answer: Following information that could be collect from a PNR:
 PNR Number
 Number of the passenger(s)
 Surname/Family Name & Given name
 Gender/Title of passenger
 Flight details
 Class of service
 Date & Month
 Three letter codes of Departure & Arrival Destinations
 Reservation status of the concern sector(s)
 Arrival & Departure Time
 Name of Travel Agent
 Contact Telephone No. of the Travel Agent
 Staff name who book the ticket for the passengers
Q.2. What will you do to deal with alterations in schedule?
Answer:

22. Self Check
Q.3. What is Passport?
Answer: Passport is the proof of nationality issued by the appropriate authority to the concern person of a particular country.
Q.4. What is the necessity of passport?
Answer: Passport is a travel document & it is essential to visit any destination(s) in the world other than the bearer’s own country.
Q.5. How did you check guest arrival information?
●
Answer: Collect from Operating Company / Authority or
Q.6. Transport locations for transfer may include?
Answer; Transport location may include:
 Airports
 Bus and coach terminals
 Taxi ranks/stands
 Train stations
 Shipping ports.