CU3 : Tourist Arrival Execution

TOURIST ARRIVAL EXECUTION

1 PRE ARRIVAL ACTIVITIES

1.a RE-CHECK TOUR ITINERARY

Tour itinerary is a piece of information about the journey or tour intended for a guest. It also includes other information or arrangement such as meals and activities. A sufficient knowledge on places of interests is required before a tour guide can successfully take guests around for outings. The following information on tour itinerary must be verified and confirmed with the agent latest 1 day before the actual tour day :

  1. Number of guests
  2. Name of Group Leader
  3. Tour destinations and arrangements
  4. Mode of transportation
  5. Entrance ticket arrangement (for places requiring entrance ticket)
  6. Arrival / Hour of return
  7. Intended hour and duration of visit of each place
  8. Number of tour days and daily itinerary
  9. Whether the place of visit requires reservation
  10. Whether the place of visit requires entrance ticket
  11. Safety measures (if any) required at the place of visit
  12. The price of each trip and the payment arrangement

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..

1.b RE-CHECK TOUR TRANSPORTATION

A tour guide needs to check the mode of transportation arranged for the guests on their daily tour. This can be verified with the agent, who can be a travel agent, a hotel etc. Common transportation used includes car, van, mini bus or even a coach/bus depending on number of guests and their requests.

The following information needs to be verified with the agent/guests :

  1. Type of transport
  2. Vehicle registration number
  3. Driver’s name
  4. Driver’s contact number
  5. Number of guests
  6. Name of Group leader (if any)
  7. Group leader telephone number
  8. Payment arrangement

1c RE-CHECK FLIGHT DETAILS

What is a flight details? This is a piece of information which shows the following information:

  1. Name of guest(s)
  2. Flight number
  3. Date of arrival
  4. Date of departure
  5. Estimated Time of Arrival (ETA)
  6. Estimated Time of Departure (ETD)

1d AMENDMENTS

Amendment is a change made to and information or event. Changes can happen in any itinerary, sometimes due to inevitable reasons. It can also happen due to delay in guests arrival, unforeseen circumstances, cancellations etc..

All amendments must be informed and acknowledged by the guests, agent and the tour guide. Amendments leading to refunds must be treated correctly based on prior arrangement or even agreement between parties involved

2 MEET AND GREET (at Arrival Point)

2a HOW TO MEET AND GREET?

  • 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 board) 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
    1. Make sure everyone is in the group
    2. Confirm luggage count
    3. Assist luggage claims
    4. Find / call bus driver
    5. Reconfirm tour members and luggage count as group boards.
    6. 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.

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.

  • SOURCE OF ‘MEET AND GREET’ INFORMATION AND WELCOME KIT
  • TOUR AGENT / ORGANISER

Initially, when a tourist guide starts working for a tour agent, the agent may provide guidelines of how to conduct oneself when meeting and greeting the tourists for the first time.

  • TOUR ASSIGNMENT

As the tourist guide accepts the tour assignment given to them, he or she may be given the guidelines of ‘Meet and Greet’ and a welcome kit. These information and kit are given in order to assist the tourist guide in welcoming the tourists to the country. Moreover, this information is given to facilitate the tourist guide in conducting the ‘Meet and Greet’ session with the tourists.

  • CONFIRM MEET AND GREET INFORMATION AND TOUR ITINERARY
  • MEET AND GREET INFORMATION AND TOOLS

Double check group 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

  • TOUR ITINERARY

As a tourist guide receives a tour assignment from an agent, he or she must obtain tour itinerary to help facilitate the planning of work. For further information on Tour Itinerary, refer to Module 1

  • 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.

MISS ELEANOR LITTEN     FLIGHT SQ 0119 ETA 11:55
SUNLINK TRAVEL & TOURS  

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  • 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                           Maps
  • 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 DETAILS
      • Transportation arrangement

It is vital for the tourist guide to have the correct information regarding the transport arrangement. The tour agent should provide the details of the transportation arrangement; however, it is the tourist guide’s duty to ensure that initial contact with he coach driver has been established prior to the arrival of tourist. Information regarding transportation arrangement that should be in the possession of a tourist guide may include:

  • The name of the coach driver
    • The contact details of the driver
    • The registration number of the coach
  • 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.

  • 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
  1. Air, for examples:
  2. Kuala Lumpur International Airport
  3. Low Cost Carrier Terminal (LCCT)
  • Penang International Airport
  • Kuching International Airport
  • Kota Kinabalu International Airport
  • Langkawi International Airport
  • Water, for examples:
    1. Glenn Cruise Terminal, Port Klang
    2. Penang Port
    3. Kuantan port
  • 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.

  • 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 be equipped with the knowledge of 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 the unfavourable situation.

  • EXECUTE MEET AND GREET

Immediately, when tourists come out from the arrival hall, as a tourist guide, he or she must try to identify and make the first move rather than waiting for the foreign Tour Leader to look for them. Approaching in a good manner and warm smile with greetings are important to make the duty as a professional tourist guide easy. The main focus is to make the tourists feel welcomed and to create a good lasting impression.

The following are the checklists when receiving tourists 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 coach parking bay

At the time of welcome “meet and greet”, the tourist guide must always check with Tour Leader the total number of passengers and ensure all tourists gather before proceeding to the coach.

On the coach, a tourist guide must introduce oneself and greet the tourists with our very own welcome word “Selamat Datang Ke Malaysia” which means welcome to Malaysia.

When performing a welcome speech in the coach, tourist guides should include the following information;

  • introduction of coach captain and coach registration number
  • general information such as time zone, currency exchange, climate
  • Malaysia in general such as population, ethnicity and cultures
  • country’s geography
  • safety and travel tips
  • dos and don’ts
  • brief tour itinerary

Tour guide should be very polite, friendly, helpful and pleasant to uphold the image of the profession and Malaysia.

  • MALAYSIAN WAY OF GREETINGS

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Since Malaysia consists of various ethnic groups, so is the way of greetings when meeting people for the first time. The Malays greet people with the salam, offering the right hand then bring it towards the body, fingertips lightly touching heart. The Indians use both palms, brought together as in prayer at mid-chest level.

  • TOURIST GUIDE STANDARD DRESS CODE
  • STANDARD DRESS FORM FOR LICENSED TOURIST GUIDES (AMENDMENT 1997)

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 of Meet & Greet

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