Tour Leader Training Module 3 The Making of

Tour Leader Training Module 3: The Making of a Tour Leader

Course Content • What is a Tour Leader? • Job Responsibilities and Task • SMOKEY Skills • Public Speaking • Cultural Differences • Crisis Management • Quality Enhancement

What is a Tour Leader? • A tour leader leads a group of visitors through points of cultural, historical, or regional interest. • They provide in-depth knowledge about destinations frequented by tourists. • They must be able to retain historical facts, dates and anecdotes, and they relay that information to visitors in an entertaining, informative way.

Job Responsibilities and Task • Accompany guests on tours • Looking after the safety and well-being of the guests from the start up to the end of the tour • Manage arrangements and services, provide relevant information and comments • Provide general knowledge of the areas visited • Prepare a tour by checking equipment • Looking after the equipment • Providing an overall exciting, fun and educational experience • Update and maintain regular contact with management

Tour Leader Skills • Ability to rapport to clients • Responsible and self- reliant • A leader • Energetic • Immunity to Stress • English proficiency • Able to ride a bike*

SMOKEY Skills S – afety M – anagement O – bserve and React K – nowledge E – xperience Y – ou!

Public Speaking • #1 Fear of people • #2 Death In Spotlight Unprepared Inexperienced

3 Ps in Public Speaking • Preparation • Practice • Presence

Controlling the Butterflies • • • Know your room (area) Know the audience Know the material RELAX Visualize yourself guiding Realize that people want you to succeed Don’t apologize Concentrate on the message – not the medium Turn nervousness to positive energy Gain experience

Creating your personal brand • Appearance • Personality • Competencies • Differentiation

Cultural Differences • Cultural differences are the variations in the way of life, beliefs, traditions and laws between different countries, religions, societies and people.

Why is it important to know the cultural differences ?

Cultural differences • Visual differences • Norms and values • Key Beliefs

Did you have any difficulties with cultural differences?

How to deal with cultural differences? • Be aware of the differences • Be respectful • Don’t see cultural differences as strange behaviour but as different behaviour • Try to understand why people behave different

Crisis Management • What is a crisis? • How to avert crises? • FOLLOW PROPER PROCEDURES

Example Crises • Lost Tourist • Complaints • Robbery • Accidents

General Rules • Always remind the tourist with the possible risks • Ask them about any health conditions before starting the tour • Do not leave the group • Take responsibility • DO NOT PANIC

Reminders • Ask the tourist if they have any medical conditions (asthma, heart problem, allergies, etc. ) • Inform them about the bird’s eye view of the tour • Check on the tourist from time to time • Give rest stops

Don’t forget to bring… • Brown paper bag or plastic • Fan • Water and aerosol solution • Cardboard • Medical Kit

What to do when someone is lost? • Stay calm • Assemble the group in a shaded place • Contact him if someone has his/her number • Ask them not to leave, wait and walk back • If you can’t find him, continue the tour • Assure the other tourist

Someone makes a complaint • Be open, tell people they can always ask you everything! • Something goes wrong; explain to guest, so they understand. Find a solution, together with the office if needed. • Complaint: - Try to solve it right away, but think about rest of the group - Person very negative, ask to talk about it after tour - Can not solve, ask them to call the office (inform us soon!) • If a complaint is not ‘valid’ don’t tell the guest you agree with them. (sorry you feel this way)

There is a robbery • Ask victim if he likes to file now (more chance to find the thief) or after the tour. Don’t stop the tour for it. • Tell the person to: - Go to police station close to where it happened - File police report - Make sure that the report sais it is ‘stolen’ and not ‘lost’ - Keep your Police Report safe and make sure you have it with you before flying back home • Violent robbery: stop the tour and calm the guests, call police • Always inform Smokey tours office

There is an accident • You can assist, BUT you are not a doctor! And never move the victim! • Advice people to keep all their receipts for the insurance

Serious Accidents • Stay calm, keep the overview • Call alarm number • Ask barangay for help • Stop the tour, keep the guests save • Don’t talk to the press • Inform the office of Smokey Tours

Quality Enhancement • What is quality? • Why do we need to conduct quality tours? • How do we increase quality in our tours? Note: QUALITY > QUANTITY

Aspects of Quality Tours • Good, clear, concise information • Implementing our key values as an organization • (Professionalism, Taking responsibility, Enthusiasm, Respect, Continuous Improvement, Customer Service) • Customer Service • Clear Procedures • Feedback