TOURIST ARRIVAL EXECUTION
Work Activities :
- Perform pre-arrival activities
- Perform meet and greet
- Transfer tourist to accommodation destination
- Execute Accommodation Check-In
1 PRE ARRIVAL ACTIVITIES
Verify TOUR ITINERARY
Tour itinerary is a piece of information about the journey or tour intended for a guest. Tour itinerary must be verified and confirmed with the agent again 1 day before the actual arrival day :
- Number of guests
- Name of Group Leader
- Tour destinations, accommodation and meals arrangements
- Entrance ticket arrangement (for places requiring entrance ticket)
An effective tour guide would study details of the places the guests are planning to visit and be ready with latest information about the places. A tour guide also needs to plan on how to promote or describe places, the history, interesting information, and make suggestions what can be purchased from the places etc..
2 MEET AND GREET (at Arrival Point)
2a HOW TO MEET AND GREET?
MALAYSIA WELCOME GESTURE
The first impression when meeting and greeting tourists is vital when welcoming them to Malaysia. A tourist guide must create a lasting impression and show a warm hospitality. It is important for a tourist guide to conduct oneself in an appropriate manner thus ensuring that the tourists feel welcomed and comfortable
- The golden rule in meeting/greeting and introduction is to be considerate of every guest that you meet. Knowing how to conduct oneself in an appropriate manner will enable the people you meet feel comfortable and at ease.
- The Greeting must always be positive with a warm smile and good eye contact
- When receiving tourists, tourist guide would normally use PLACARD (paging) so that the group can identify him/her.
- TG must usher the guest upon their arrival. The following is the checklist when receiving them at arrival hall
- Make sure everyone is in the group
- Confirm luggage count
- Assist luggage claims
- Find / call bus driver
- Reconfirm tour members and luggage count as group boards.
- Board to the coach at Level 1 (KLIA)
- Guidelines of Meet & Greet
- Smile is effective in showing interest, conveying warmth and openness
- Make Eye Contact
- Make Facial Contact
- Look at the whole face during conversation, look at the face for 3 seconds; then alternate between the different features every 3 seconds..
- A handshake should be firm and lasting no more than 30 seconds.
ACTIVITIES PRIOR GUEST ARRIVAL
Double check the following information again.
- ARRIVAL INFORMATION
Many tours begin and end in an airport terminal and other points of entry. It is important that guide should be able to read timetable, for example airlines and cruises. Also, a tourist guide should be able to handle tourist arrival and departure in the most professional way.
A few days before the arrival of the tourists, a tourist guide must do the following tasks in order to confirm the arrival information;
- Check with office on confirmation of group’s arrival and departure
- Check all special request or needs (e.g. meals, wheelchair)
- Check on flight number, arrival and departure, day and date of arrival and departure, and on estimated time of arrival (ETA) and estimated time of departure (ETD)
- Check airline, coach or cruise contact numbers
- Check with the transport company regarding coach captain and contact details
- PASSENGER PARTICULARS
The tourist guide should check and confirm with the agent of the passenger names of as written in their passports (Guest List)
- PLACARD / SIGNAGE
It is important that once the meet and greet information was given by the tour agent, the tourist guide should confirm that placard is also provided. The placard is used to page the tourists upon arrival. Information printed on a placard may include:
- Name of the tourist or group
- Flight details
- The name of the local tour agent
- The name of foreign tour agent or tour leader
At Kuala Lumpur International Airport, a tourist guide has to register at the Malaysia Airport information counter and get the placard stamped. If placard was not provided by the agent, the tourist guide can request for one to be printed at the counter. Other points of entry may have different procedures in the registration of placard.
- COMPANY NAME TAG
When performing ‘meet and greet’ at the point of entry, it is essential for the tourist guide to wear a company name tag to distinguish themselves from other tourist guides. For a freelance tourist guide, it is essential for them to wear the badge issued by the Ministry of Tourism.
- LIST OF IMPORTANT CONTACT NUMBERS
Every tourist guide must have the contact numbers of the service providers for the tour group. For example, a tourist guide must have contact numbers for the hotel that group is staying, the restaurant that the group will frequent, and the attractions or museum that will be visited.
- TOURIST’S WELCOMING KIT
It is advisable for the tourist guide to confirm that the tourists receive the welcoming kit prepared by the tour agent. The welcome kit may include the following items or information:
- Tour itinerary
- Guide book, which may include the following information:
- Time zone information
- Currency converter
- ATM locators
- Do’s and don’ts
- Dialling and codes
- Shopping and business hours
- Safety and travel tips
- Malaysia public holidays
- Malaysia school holidays
- Arrival schedule
A tourist guide must have the correct information regarding the arrival schedule of the flights, cruise, coaches or the trains. The tourist guide can call to confirm the arrival schedule with the arrival terminal, for example KLIA Hotline.
- Time take to reach destination
A tourist guide must know the distance from the entry point to the next destination intended for the tourists. For example, tourist guide must know the distance between KLIA to the Kuala Lumpur city centre. Hence, tourist guide must be able to assess the situation or the estimated time taken to travel from one destination to the other. The average travelling time from the south of Malaysia, for example from Second Link, Johor to Kuala Lumpur will take approximately 4 hours.
- Entry point, layout and itinerary
Tourist guides should be well versed with the tourist entry points and layout of the terminals. For example, a tourist guide must know the layout of Kuala Lumpur International Airport (KLIA). At KLIA, the arrival hall is located on Level 3 and the departure hall is on Level 5. The tourist guide should check Flight No., the Estimated Time of Arrival (ETA) to confirm the terminal (International or Domestic).
The entry points are through various international gateways as categorised below:
- Land, for examples:
- Causeway, Johor
- Second Link, Johor
- Bukit Kayu Hitam, Kedah
- Air, for examples:
- Kuala Lumpur International Airport (KLIA)
- Low Cost Terminal (KLIA2)
- Penang International Airport
- Kuching International Airport
- Kota Kinabalu International Airport
- Langkawi International Airport
- Water entry points, for examples:
- Glenn Cruise Terminal, Port Klang
- Penang Port
- Kuantan Port
- Traffic and weather conditions
As a tourist guide, he or she must be resourceful and aware of the current condition regardless of who the tourists are. Before arriving at the entry point, a tourist guide must find out the traffic conditions from the coach driver, tour agent or colleagues. At the same time, a tourist guide should check the weather condition for the day. By doing so, the tourist guide may be able to find an alternative route or plan a contingency plan in regards to any unfavorable situation.
Tourist guides must adhere to the standard dress form that is introduced by the Ministry of Tourism in order to uphold the professionalism of the tourist guide professions.
- Checklist od Accommodation Check In
- Checklist of Tourist Arrival Execution