CU2 : Tour Arrangement Reconfirmation

TOUR ARRANGEMENT RECONFIRMATION

WORK ACTIVITIES :

1 VERIFY TOUR ITINERARY

  • Ensure Tour itinerary contents are confirmed

2 ACQUIRE UP-TO-DATE INFORMATION

  • Accurate tour arrangement information is obtained

3 FINALIZE TOUR ARRANGEMENT

  • Information from service providers are obtained
  • Customer / service provider confirmation is obtained

TOUR ARRANGEMENT RECONFIRMATION

1 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.

Verify itinerary and confirmed with the agent latest 1 day before the actual tour day

Upon confirmation of the itinerary, a responsible tour guide would look up for latest information (if any) of the destinations intended and would refer back to the agency should there be necessary changes, eg : placed is closed for certain reason. A tour guide needs to be certain of the historical information on the places and to be sure not to deliver false or vague information, as this would affect his credibility and the credibility of the travel agency. A tour guide needs to make a checklist and plan his guiding performance.

RECONFIRMATION ACTIVITIES

1 GROUP DETAILS

A tour guide needs to find out basic information of the guests such as company (if necessary), race, religion and origin. If they are from abroad, Malaysian greeting style can be applied, whereas if they are muslims, then a muslim way of greeting can be applied. A few words in the guests’ language will certainly make the guests feel at home.

It is important to find out the name of group leader (if any), his contact number, and whether he speaks English/Malay or not. In the case where a group leader only speaks foreign language, then a guide who speaks his/her language will be more appropriate to perform the guiding tasks, or a standby translator must be present throughout the tour. In this case, extra charges and payment arrangement must be discussed and agreed upon by the guests.

A tour guide also needs to check the title of the guests (if any) such as Mr, Mrs, Miss, Dato, Datin, Sir, Your Excellency etc.. and address the guests accordingly and appropriately throughout his guiding trip.

VERIFY the following information :

  1. Group Name
  2. Tour Leader’s Name
  3. Name of guest(s) – Guests list
  4. Flight number
  5. Date of arrival
  6. Estimated/Scheduled Time of Arrival (ETA / STA)
  7. Estimated?Scheduled Time of Departure (ETD / STD)

At the airport, a responsible tour guide would :

  1. Check again the arrival time at the arrival screen
  2. Write down the guest’s name on a piece of A4 paper. At some places, this piece of information sheet is called ‘paging’. A tour guide needs to hold this paper/pager to the guest direction in order to identify the guest when he/she comes out from the arrival hall.

2 ACCOMMODATION DETAILS

It is important to verify and confirm with the agent the following information.

  1. Hotel Name.
  2. Number of guests
  3. Number of Rooms
  4. Room Listing
  5. Check In Date
  6. Check Out Date
  7. Any meal arrangement(s) at the hotel
  8. Payment arrangment

3 TOUR TRANSPORTATION DETAILS

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

Upon confirming the above information, a responsible tour guide would then verify with the driver whether the vehicle is fit, serviced and travel documents such as road tax etc are valid.

If a tour guide is sending a guest to the airport for departure, the following information is required :

  1. Name of guest(s)
  2. Flight number
  3. Date of departure
  4. Estimated Time of Departure (ETD)

A tour guide needs to ensure earlier arrival at the airport for the following reasons :

  1. Check-in hour is latest 45 minutes before departure for local destinations
  2. Check-in hour is latest 2 hours before departure for international destinations

A responsible tour guide would check the flight at the airport for possibility of delay and will inform the guest/agent accordingly.

What other information is possibly needed? It is helpful to find out the origin and the race of a guest. If the guest does not speak English, other action plan must be considered such as preparing a few lines of words in the guest’s language, or even arranging another tour guide who speaks the guest’s language or even a translator on the side.

4 TOUR MEAL ARRANGEMENT

Depending on the requirement of guests, meal may or may not be arranged during a tour. A tour guide needs to check with the agent if any meal is arranged. If there is an arrangement, the following information is required :

  1. Venue
  2. Type of Meal
  3. Hour of meal
  4. Number of guests
  5. Any special arrangement – such as vegetarian etc
  6. Payment arrangement

A responsible tour guide would re-confirm with the eating venue of the meal arrangement a day earlier or latest one hour before arrival, and highlight the venue should there be any delay, changes or new requests.

5 TOUR DESTINATIONS

Even though tour destinations are already written on the Itinerary, a competent tourist guide would reconfirm the following :

  1. Tour Destinations
  2. Tickets Arrangement
  3. Cash for entrance tickets
  4. Specific tasks at each destination

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..

6 PAYMENT VOUCHER ARRANGEMENTS

A tour guide needs to ensure whether payment vouchers are required and encashment method is clearly defined. The following areas commonly involved payment vouchers in replacement of cash :

  1. Accommodation
  2. Meals / Restaurants
  3. Transport
  4. Tour destination(s)

Common Information written on a voucher are as follows

  1. Intended Service Provider’s Name
  2. Validity of voucher (Date)
  3. No of pax
  4. Purpose of Voucher
  5. Signature of Voucher’s Provider

Upon confirming details of the guests, accommodation, meals, transport and tour destinations, a responsible tour guide would plan his/her welcoming speech, before commencing the tour.

7 SAMPLE OF TOUR ASSIGNMENT CONFIRMATION ORDER

VERIFY UPDATES or AMENDMENTS with subsequent Service providers

The next thing you MUST do is the verify all information with subsequent Service Providers.

Call the following places, and verify all necessary information :

1 Verify Group Details – Call the Tour Leader

2 Verify Accommodation(s) – Call the hotel

3 Verify Meals Arrangement – Call the restaurants

4 Verify Transportation – Call bus driver

5 Vouchers Arrangements – Verify 2-4 about payment arrangement & voucher

END

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