Tour guide

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

2. Attraction sites information
1. Opening and closing time
2. On-site activities
3. Background information.
34

3. Activity 8: ID test: Travel documents & items
Participate in an Identification Test
35

4. Checking travel documents
1. Tour program
2. Tickets
3. Service confirmation
vouchers
4. Directory of service
suppliers
5. Travel permits
6. Group list
7. Welcome sign
8. Rooming list
9. ID card/ Passport
10. Cash
36

5. Necessary items
1. Smart clothes
2. Walking shoes and socks
3. Hats or scarfs
4. Sun glasses
5. Bags and suitcases
6. Sleeping bags
7. Binocular
8. Camera
9. Water bottles/ heater
10.First-aid kit
11.Anti-mosquito creams or sprays
12.Loud speaker
13.Flag
37

6. Receiving
Tourists
Topic four
38

7. Activity 9: Brainstorming “First Impressions”
• What is a first impression?
• What is the importance of the “first
impression”?
• How to create first impressions?
39

8. How to make the first impression?
• Punctuality
• Hygiene and neat appearance
• Polite and natural standing
• Friendly smile
• Eye contact to everyone
• Greeting warmly
40

9. Public speaking
• Speak loudly and clearly
• Use intonation and inflection
• Smile
• Eye contact
• None-verbal communication
• Involve your audience
41
Good
morning
Afternoon
Evening
Welcome
Ladies
Gentlemen
Happy
Glad

10. Activity 10: First meet introduction
• Watch a video clip on self- introduction of tour
guide when they first meet their client.
• Discuss what a local guide should talk with
guests when they first meet? What are
essential attitudes?
42

11. First meet introduction
• Greeting
• Introduce yourself
• Briefing itinerary
• Key elements of tour
• Regulation and safety issues
• Remind what to bring
43

12. First meet introduction 44

13. First meet introduction
• Remind what to bring
45
What to
Bring ?
A. _________
B._________
C. _________
D._________
E. __________

14. Activity 11: Introduction exercise
Divide into 2 groups.
• Each group discuss what they will say
when they introduce themselves to
their guests when they first meet
• Introduction can be both in
Vietnamese and English
• Nominate 1 person from the group to
act as local guide and introduce
his/herself, itinerary, and so on
46

15. Guiding
Tourists
Topic five
47

16. Where group should stand
• Best view to observe sights
• Safety
• Under shade/ roof to avoid
direct sunlight or rain
• No trouble to other groups
• Not being noisy
• Suitable distance to the object
48
1H
2H

17. Where group should stand
• Not in front of the object
• Stand next to object
• Facing to group
• Group can listen to
49

18. Activity 12: Identify a right position
• Watch the trainer demonstrate the
standing position of the tour guide and
the group in front of a sample tourist
attraction in the training room.
• Practice your positioning while trainer
coaches and comments on it.
50

19. Activity 13: Making presentation
• Trainer, in the role of local guide,
demonstrates how to shares information with
tourists, using information about a local
attraction.
51
• Learners play the role of
tourists and comment after
the demonstration is
completed.

20. Making a presentation: Skills 52

21. Activity 14: Practice session
• Participants work in pairs
• Each prepare a guide script for one
tourism attraction.
• Two voluntary pairs/learner play
role of local guides and make
presentation using their guiding
script. Remember to use techniques
that you have learnt.
• Others play the role of tourists,
listen and give feedback
53

22. Using a microphone
• Check if it is on
• Get a good grip
• Calm and steady tone
• Turn it together with your head
• Check your audibility
• Do not read the texts from pages
54
Hand held
microphone
Headset
microphone

23. Activity 15: Checking microphone:
• Trainer demonstrates how to use handheld
and/or headset microphone.
• Learners practice checking and using
microphone.
55

24. Activity 16: Tour group management
Brainstorming:
• What happen if a guide can’t keep his/her tourists
together on trip?
• Why tourists sometime don’t want to follow the
group?
• How to keep the group together?
56

25. Keeping tourist together
1. Make regulation first
2. Check guests whenever moving
3. Clear and loud voice for concentrating guests
4. Using flag
57

26. Tour
Closing
Topic six
58

27. Tour Closing : Steps
1. Start farewell statement
2. Debrief the tour
3. Collect the feedbacks
4. Remind double check before leaving
5. Thank you & say goodbye tourist
6. Reporting
59
Farewell
greeting
Feedback
Tips
Reporting

28. Activity 17: Demonstration of feedback forms
Your trainer will demonstrate feedback
questions and rating methods using the
standard form:
• Itinerary design
• Service
• Local guide
• General comments (excellent, good,
average, poor/ icons using)
60

29. Feedback Rating 61

30. Obtain feedback subtly
• Smartly start conversation
• Make group exciting
• Explain of feedback needs
• Ask tourist fill in feedback form
62

31. Activity 18: Asking for tourist feedback
Work in pairs
• One plays the role of local guide, the other plays role of a
tourist
• Practice asking tourist to give feedback.
• Exchange roles after completing
63

32. Accept tips
• Tips is often non-compulsive
• Never suggest for the tips
• Accept tips graciously even small value/money
• Always say thanks for tourists’ tips
64

33. Tour reporting
• Basic verbal reporting
• Writing a technical report
• Writing a customer report
• Giving back travel items
• Associated costs claiming
64

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