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Understand the skills and attributes and daily activities required of a tour guide 3.. Tourism Training, Unit THTFTG01B, Work as a guide, Trainee Workbook Proposed schedule Week 1 4 per

NHA TRANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

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Subject Outline TOUR GUIDING

NHA TRANG 9/2014

SUBJECT DETAILS

Subject name TOUR GUIDING

Units of credit 2

Study length 15 weeks

Prerequisite / Co

requisite

Introduction to Tourism and Management

Suggested study

Commitment

Approximately 2 class hours per week

Subject Coordinator/

Lecturer

Bronnie Driscoll Nguyễn Phương Lan Contact details Email: bronniedriscoll@hotmail.com

01232014548 hoanglan65vn@gmail.com

0983729979

The subject outline contains important information Please ensure that you read it carefully It is also strongly recommended that you keep this copy of your subject outline for future reference

Subject aim/rationale

The purpose of this course is to provide an in-depth review of theories and practices concerning conducting tours Travel professionals nowadays are required to gain understanding into guiding, escorting and planning tours While international best practices in strategic management are examined, travel strategies and tour operations in Viet Nam will be discussed substantially in order to enhance students’ practical capability

Subject objectives

The specific objectives of this subject are to help students to:

1 Explain why people take a tour and required skills and personality to do tour related jobs;

2 Understand the skills and attributes and daily activities required of a tour guide

3 Understand the ethical responsibilities of a tour guide

4 Acquire skills and knowledge required to handle difficult interpersonal situations – both with customers and colleagues

5 Get the general knowledge you need to work as a guide

Subject structure

The structure of this subject for on-campus students comprises:

 One 3 periods lecture per week

Subject materials

Lecture notes (mainly from the work book) and essential readings which are recommended in each topic are key materials for this subject Additionally, further readings, discussion questions, exercises and problems solving will help students understand thoroughly the fundamental issues of tourism management

Prescribed textbooks:

1 SUBJECT MATERIALS

2 Tourism Training, Unit THTFTG01B, Work as a guide, Trainee Workbook

Proposed schedule

Week 1

(4 periods)

Introduction of the subject Tutorial 1:

- Guiding about Tourism terms

- Group formation and assignment requirements Lecture 1: Introduction to Guiding in the tourism industry(Ms Bronnie’s)

- Types of tour guides

- What a Tour Conductor is

- Why people choose guided tours

Tutorial 2: (Presentation) Group 1: Present on what a tour guide is, types of tours, the role and

responsibilities,

Group 2: Present on tour managers, the tour manager’s personality, employers of

tour managers Compile a list of what you think a Tour Guide actually does in their day – to day work activities

Group 3: Present on the plus side and the minus side of a tour guide

Week 2

(4 periods)

Lecture 2: What is tour conducting?(Ms Bronnie’s)

Tutorial 3:

Group 4: Building up a professional working manner

(Self-Preparation, Service mind, Standard for professional working manner)

Group 5: Tour manager’s responsibilities Characteristics of a good tour guide Week 3

(4 periods)

Lecture 3: TG job - preparation for guiding the tour (Ms Bronnie’s)

lecture 4: (Ms Bronnie’s) Tour Management and Problem Solving

Week 4

(4 periods)

Practices & Tests (tour simulation):

Practices & Tests(tour simulation):

Week 5

(4 periods)

Fieldtrip: DAKLAK tour

Week 6

(4 periods)

Practices & Tests(tour simulation):

Practices & Tests(tour simulation):

Week 7 & 8

(4 periods)

Major Group Assignment: Field Work

Assignment due: Week 8

Week 8

(2 periods)

Revision

Assessment

Assessment for the subject will be on the basis of:

Contribution Assessment points

10% Class activities (Tutorial discussion leading and presentation)

Workbook – Handed in Week 8 10% Fieldtrip participation & attendance

20% Practices & Tests

50% Final written exam 30%

Major Group Assignment 20% - Due Week 8

Your Work

All assignments are required to be either written on the handouts provided or typed on word

2003/2007, font Times New Roman, size 13 with 1.5 line spacing If emailed, the email subject must

be clear and attached documents must have a file name which includes your name, class code and

assignment title Assignments submitted after the due date will be subject to lost marks

Absences

Absences from this class are generally not accepted for any reason However, a student who has concerns about absences from this class should discuss them with the Dean and your teacher

Late Policy

The class begins at the scheduled time If you arrive more than 10 minutes late you will be marked absent (See grading below for how absences affect your make) Please make it a habit it be on time Late students disrupt the class and you miss valuable information

ASSIGNMENTS & PRESENTATIONS

WEEK 1

Each Group to make a 10 minute presentation, as follows;

Group 1: Present on what a tour guide is, types of tours, the role and responsibilities,

Group 2: Present on tour managers, the tour manager’s personality, employers of tour managers

Compile a list of what you think a Tour Guide actually does in their day – to day work activities

Group 3: Present on the plus side and the minus side of a tour guide

WEEK 2

Each Group to make a 10 minute presentation, as follows;

Group 4: Building up a professional working manner (Self-Preparation, Service mind, Standard for

professional working manner)

Group 5: Tour manager’s responsibilities Characteristics of a good tour guide

WEEK 4

Practice & Tests (Tour Simulation)

Each Group will prepare and present a 20 minute simulated tour guide commentary from the

perspective of one of the following;

1 City guide

2 Cultural Tour Guide

3 Onsite Tour Guide

Requirements:

a The commentary will be of somewhere in Viet Nam

b PowerPoint presentation must have pictures only, that is NO Words

WEEK 5

DAKLAK Tour: NB

For the purposes of the assignment Groups 1 – 5 K53TADL2, will become groups 6-10

Commentaries will be 5-10 minutes each and will be presented prior to reaching the destination Supporting written documentation of each assigned activity must be provided

Group 1: Provide a detailed itinerary commentary of the tour

Group 2: Present a commentary overview of the tour to visitors

Group 3: Provide a concise, “Tips for Visitors to Vietnam” commentary

Group 4: Explain the importance of Nga 6 Buon Ma Thuot

Group 5: Deliver a commentary on Daklak Museum

Group 6: Provide information of the uniqueness of the M'nong peoples

Group 7 Explain the advantages of the architecture of a Long House

Group 8: Provide information of the history of the Khai Doan pagoda

Group 9: Return trip to Nha Trang – share information of the different foods of Viet Nam

Group 10: Develop and manage activities for the return trip to Nha Trang City

WEEK 8

Each group will be given a map of Nha trang City, on the map you must draw the route of your allocated bus service and prepare a written tour commentary of the route, highlighting (at least 4) places of interest on the route

CONTENT

Range Statement

This subject applies to guides working in all sectors of the tourism industry

The following lists and statements identify how this unit may be applied in different workplaces, sectors and circumstances

General and specific ethical considerations may include:

• truth and honesty regarding all information given to customers

• provision of services as promoted

• ethical dealings with local communities

• relationships with industry colleagues, customers and suppliers

• cultural considerations

• environmental considerations and sustainable practice

Opportunities to update knowledge and skills and key guide information sources may include:

• industry seminars

• training courses

• familiarization tours

• participation/membership in professional guide associations

• formal and informal research

• Internet research

Tourism operators may be:

• coach company

• tour operator

• cruise operators

• airlines

• accommodation provider

• food and beverage outlet

• attraction or theme park

• inbound tour operators

• other guides

Social, cultural and business requirements may relate to:

• body language

• cultural customs and mores

Industry acceptable language refers to commonly-used industry terminology and commonly used English

Lecture 1

Introduction

 Define terms commonly used in the tourism industry

 Explain why people take a tour

 Identify for whom tour guides and tour operators generally work

 Appraise the attraction of tour conducting as a career

 One out of every person in the United States, who takes a trip of five days or longer, does so through an organised tour

 Group Travel is more popular abroad

 Increasing 15% annually

 With aging populations this will also increase

 The range and type of “Tours” have expanded

As a Guide students might be involved in full or part time employment or may work as a freelance contractor In any case, it is important for students to know who you are working for It is equally important that they understand the relationships between the tourism businesses that employ or contract them and other tourism businesses There are many businesses involved in getting the tourist from their home to their destination, especially if they are international tourists

TOURIST GUIDES accompany visitors on local tours and services and guide within a specific

country, region, area, city or site They provide special information on matters relating to such things as history archaeology, monuments and works of art; the environment, culture, natural and built

attractions, places of interest and any general matter of interest to the visitor The Guide’s main role is

to interpret and deliver localised information in the language of the visitor whilst providing a range of services which may include offering arrival and departure assistance at the destination and

co-ordinating pre-arranged touring details Tour guides may recommend products and sell optional tours

to the visitor and may receive commissions on any sales generated

Common titles applied to Guides include:

� Tourist or Tour Guide

� Site Guide

� Interpretative Guide

� Walking Guide

� Outdoor Recreation Guide

� Museum Guide

� Heritage Guide

� Cultural Guide

� Nature Based Guide

� Driver Guide

� Specialist Guide (any range of specialist knowledge may apply)

 Group Discussion

Positive (the plus side)

Negative (the minus side)

Why people choose guided tours:

� peace of mind

� freedom from decision-making

� saving time and money

� company of other people

� fear of the unknown

� desire to gain knowledge

� guide services and attention

� assistance with local information - shopping, transportation, attractions

Lecture 2

Roles & responsibilities of a Tour Guide

 Understand the skills and attributes and daily activities required of a tour guide

 Understand the concept of a Position Description as it relates to a Tour Guide

 Understand the Ethical responsibilities of a Tour Guide

 Pair Work: List the personal qualities you feel are important to work as a Guide

Answers should include the following:

Professional appearance

The first impression is a lasting impression A guide should be suitably dressed, well groomed, in good health and possess good body hygiene

Outgoing personality

This list is extensive and includes features such as being friendly, happy, welcoming, positive, polite, approachable, entertaining, spontaneous, gracious, willing to please, kind, charming, genuine and natural, energetic, easy going, and having a sense of humour

Communication skills

This includes positive body language, good voice technique, listening skills and questioning

techniques

Leadership skills

These skills require a Guide to be patient, tolerant, diplomatic, unbiased, responsive, assertive,

decisive, tactful, empathetic, instinctive, perceptive, responsible and ethical

Organisational skills

This includes being organised, flexible, punctual, reliable, practical and knowledgeable, and possessing

a good memory

A Guide should also be professional at all times, have pride in oneself and country and most of all display enthusiasm You must love your work and want to share what you love This is the difference between an average Guide and a great Guide

Types of guides

� site guide, interpreter

� city guide, local guide

� business or industry guide

� volunteer

� driver/guide

� tour manager (escorting extended tours)

The work of a Guide is vastly misunderstood To begin with, most people are surprised to learn what a Guide really does, and that travel itself is not always involved in a Guide’s work

The term Guide is also often misused Generally it refers to someone employed to lead local

sightseeing at a particular place or city A Guide who escorts an extended tour is usually referred to as

a tour manager But depending on where they are working they may be called a tour guide, tour escort, tour leader, tour director, tour conductor, trip director and even a courier

Discuss the following Tour Guide Job Description

Job descriptions are written statements that describe the: duties, responsibilities, most important

contributions and outcomes needed from a position, required qualifications of candidates, and reporting relationship and co-workers of a particular job

Activity

List the most important attributes for the position of Tour Attendant and Cook as well as what would

be the required qualifications of candidates

 The skills and experience that are most attractive to companies when hiring a guide

 honesty

 dedication

 attitude

 integrity

 repetition

 sense of urgency

 powers of observation

 customer courtesy and attentiveness

A tour guide is responsible for the logistics of a tour, and the clients they are traveling with The lodging, meals, transportation and activities have usually been prearranged, but in some cases a guide may be responsible for any or all of these details It may be a one day or multi-day tour

Activity

Compile a list of what you think a Tour Guide actually does in their day – to day work activities

Answers should include

 Accompany them to hotels & activities scheduled during the tour

 Meet their clients at the airport

 Manage meals & transportation throughout the tour

 Assign rooms

 Deal with luggage

 Explain the itinerary and schedule

 Provide information about the areas visited

 Lead activities specific to the tour

 Handle health emergencies

 Manage last minute changes, conflicts and mix-ups

 Are responsible for keeping everyone in the group happy and ready to sign up for

 another tour

 Manage a budget

 Generate reports for the tour company

In addition a tour guide should be:

Psychologist

Diplomat

Decisive

Entertainer

News reporter

Restaurant critic

Efficiency expert

Orator

Translator

Detective

Mind readers

Actor