This presentation is a collection of student reports and based on the curriculum of the subject Tour Guiding Services for the students enrolled at the College of International Tourism and Hospitality Management of the Lyceum of the Philippines Cavite Campus.
Lesson No. 4
Tour Guiding Services
2nd Sem 2014-2015
LPU Cavite Campus
•Comprehend and learn to apply
strategies in managing tours.
•Understand tour guiding cycle and
create awareness on different
tourt leading procedures for
different types of tours.
1. Leading procedures in inbound, outbound and domestic
2. Managing arrangements for visitors
• Pre-tour, On-tour and Post Tour preparations and materials
• Step by step procedure in tour guiding
• What to say and how to deliver the spiel
• Steps and tips in delivering commentaries
3. Techniques in leading walking tours, on site tours rolling
tours etc including duties and responsibilities while on
4. Materials used by tour guides
•Leading procedures in
inbound, outbound and
• Inbound Tours involve non-residents traveling in
another country. Companies that provide local
assistance for tours arriving in their country or town
are called Inbound or Receptive Tour Operators.
They are commonly used on international trips,
particularly where language issues are part of the
mix. These companies make the local arrangements
for airport pickup and delivery, arrange for
activities, hire local guides, attend to all the details
of the stay, and help in emergencies
Outbound Tour take residents from one
country to travel in another country.
These tours take travellers all over the
world and to every continent.
•Domestic tours involve residents
of the given country traveling
only within their own country
Domestic Locals Philippines Philippines
1. Find out what tours have been assigned to him or her or the Tour
2. Research the tour if it is unfamiliar.
3. Checks to see if any special holidays occur during the tour.
4. Attends a briefing meeting and asks about anything that is unclear.
5. Reviews the material given. (Especially, passengers’ names and any special
client information or requests.
6. Be aware of the composition of the group (children, teen, senior, if foreign
what is their nationality, their language culture etc.)
7. Review the itinerary
8. Be aware of the vouchers or tickets that will be needed
9. Know your vehicle to be used, the plate number and name of the driver
and/or the coordinator.
1. Be Punctual
2. Make sure you have the complete name of the guests, the cash
advances and tour vouchers.
3. Check your transport amenities (microphones, trash bins, etc)
4. Meet and greet your group by introducing yourself to
5. Check Luggage (if any)
6. Hand out essential documents.
7. Review /discuss general itinerary for the tour as well as the rules and
regulations. Announce the inclusions or exclusions of the tour and what
8. Establish camaraderie with and among the group.
9. Deliver your spiel and/or commentary.
10. End your day by announcing the next day’s itinerary/ program and
give proper instructions
11. End your day or tour by thanking your guests/ tourists.
1. Report to the company, handling in required forms
and describing any unusually events that occur.
2. Prepare and submit the Tour guide’s report
immediately after the trip.
3. Accomplish the financial report with the necessary
receipts, voucher and other documents.
4. Liquidate if necessary.
5. Company sends follow-up notes to clients thanking
them for the business.
A tour guide must prepare a
spiel or commentary that has the
1. Know the content of your spiel backwards and
forwards, but don't memorize it verbatim -
distractions or interruptions, including questions from
your audience, will leave you floundering. Instead,
learn the concepts and meaning exhaustively and
deliver them with an inflection that reflects both
enthusiasm and authority. This will also let you
answer questions and segue back into your spiel. The
way you deliver the spiel can be just as important as
what you say, so take the time to work on it.
2. Project the right body language. Stand up
straight to convey confidence in your product as
you pitch your spiel. Shake hands firmly, but not
too forcefully. Maintain confident, yet easy-going
body language so you appear approachable but
not aggressive. Take your cues from the potential
client so see if your body language is mirrored or
if you need to tone it down.
3. Build a natural rapport with your audience, whether it's a
single person or a group, by paying attention to their
reactions, especially their facial expressions and body
language, as you deliver your spiel. Watch for signs of
boredom or discomfort adjust your spiel accordingly. For
example, fidgeting, yawning and checking the time are signs
of boredom. Recapture attention by interrupting your spiel to
relate a short personal experience or other anecdote, or by
moving about to force them to focus their attention on you. If
you're extremely confident and talking to one person, you
can grasp his arm or shoulder while making an important
point as if to take him into your confidence.
• Begin with a smile, greeting and introduction
• Brief the guests about the tour for the day
• Review the inclusions and exclusions of the tour
• Give the distance and traveling time of the destination
• What to expect from the tour
• Give necessary precautions
• Do not miss to point important landmarks along the way
• Announce comfort stops
• Always do the head count
1. Be prepared, study the destination.
2. Plan your spiel and commentary, it should be
3. Have an update on the local and global news
and environmental issues.
4. Intercede when necessary in the in the
interaction with the guests and the locals.
5. Be aware on the basic human behavior and
1. Show a warm or good welcome to the
2. State the Place/Event/Location
3. State your name and position in the tour
4. State the history about the place/event
• Start with a greeting or introduction
• Information should be delivered in a manner that would interest the guests
• Sense of humor should be part of the delivery of information
• Remember, commentaries help people understand and appreciate what they
• Face the group, not a few. Speak slowly and clearly and your voice should
• Practice eye contact
• Prepare yourself for questions to be asked
• Take control of your breathing and emphasize important words
• Use synonyms, example in explaining something
• When mentioning a name, repeat it or spell it
• Maintain silence, if the need arises
• Listen carefully to questions and other concerns
• Never argue with the guests
• End your tour always by thanking the guests
Techniques in leading walking
tours, on site tours rolling tours
etc including duties and
responsibilities while on tours
• A paid tourist attraction in which a
knowledgeable guide leads a small
group of people through a historically
or culturally interesting area of a city
or town, providing background
information or historical context about
the sights being viewed.
•A tour located at the sire of a
particular activity or place.
•Examples: museum tour guides,
attraction guides, etc
•Electronic Multi-media Guide
2. Things to do list
3. List of Suppliers
4. General tour report
5. Daily tour report
6. Time Sheets
7. Copies of Confirmation
8) Expense sheet
9) Rooming List
11)Blank seating chart
12)Optional Tour List
• Vouchers and tickets
• Credit Card and Checks
• Extra Passenger Supplies
• Office Supplies
• Miscellaneous Items
Example: Luggage or duct tape, Birthday or anniversary
cards, Band-Aids, plastic trash bag, a small screwdriver or Swiss
• Personal Digital Assistant (PDAs)
• The Electronic translator
• The Briefcase Alarm
• Cellular Phones
• Bullhorn, Microphone or Lapel
• First Aid Kit
• Tour Guide Book
• Itinerary - An itinerary is a listing of a tour’s day-to-day
activities. Tour managers work with two different itineraries. The
first is the one clients see, which often appears in the sales
brochure. The second itinerary is a more extensive one for the
tour manager’s use.
• Things-to-Do-List - Tour managers must remember dozens of little
details. An even better method is to use a checklist of reminders.
• List of Suppliers - Companies that provide tour operators with
services are called suppliers. The most common suppliers include
hotels, airlines, cruise lines, bus companies, restaurants, and
• General Tour Report - On this form, a tour conductor
reports delays, problems, or other unusual occurrences. The tour
conductor also profiles the group on this form. Finally, a general
tour report usually asks a tour director to evaluate service from
the personnel at hotels, restaurants, airlines, cruise lines, and
• Daily Tour Report - Some tour operators use such a form to
report the daily experiences of a tour.
• Time Sheets - A few companies, especially those that pay an
hourly rate, will require you to log in your working hours for
each day on a company time sheet.
• Copies of Confirmations - Some tour operators provide
tour managers with photocopies of confirmations, with prices
and dates agreed upon, from each supplier.
• Expense Sheet - To be reimbursed for out-of-pocket
expenses, you’ll probably have to use a special form to list each
expense. Occasionally, a special form for telephone expenses
will also be required
• Rooming List - Several weeks before a tour begins, the tour
operator must send a list of passengers for that tour to each
hotel being used.
• Passenger List - This document lists vital
information on each client. Information such as a
name, home address, and telephone number will
be crucial in an emergency.
• Blank Seating Chart - On most tours, passengers
are given assigned seats on aircraft, trains, and
• Optional Tour List - Many tour companies offer
extra side tours to clients at an additional cost. On
this form, tour managers note which clients have
signed up for extra cost services.
• Passenger Questionnaire - Tour operators are
interested in feedback from clients at a tour’s end.
Questionnaires are the best way to obtain this
• Emergency form - For legal purposes, a tour
operator must receive a detailed report on any
accident, sickness, or death that occurs on a tour. This
form must be filled out carefully, with all circumstances