CU 1 : Tour Job Assignment Acceptance

INTRODUCTION

Tourist guide course is governed by 2 ministries. They are Ministry of Human Resource and Ministry of Tourism Arts & Culture.

The ministry of human resource relays its responsibility through Jabatan Pembangunan Kemahiran (JPK). This department is responsible to set the modules called competency unit.

Upon completion of 11 modules, participants are expected to sit for JPK Assessment called PPL (Penilaian Pegawai Luar), in which the PPL will assess the portfolio (or files) of each participant. The portfolio should consist 11 assessments related to the course. There are 2 sections of assessment documents, which are the theory assessments and practical assessments. A PPL will interview each participant, and may ask him to perform various task such as interpreting a slide or various slides.

Upon passing a PPL, a participant is now ready to sit for his examination set by The Ministry of Tourism Arts & Culture (MOTAC)

MOTAC sets 2 days for the exam. Day one is a written theory examination, and Day 2 shall be the practical assessment. On day 2, participants are expected to interpret 3 slides, followed by information dissemination in a coach. The title of slides and coach topics are assignments provided by the tourism school to the participants in the first week of class.

The person who passed both ministry assessments is now competent to carry out a duty as a tourist guide. Competency means a person with the right attitude has the skills and knowledge to carry out a duty

TOUR JOB ASSIGNMENT ACCEPTANCE

WORK ACTIVITIES

1.COMMUNICATE WITH CUSTOMER

  • Your customer in this lesson means your job provider, also the group you are assigned.
  • Ensure customer communication conducted according to the Code of Ethics
  • Ensure sufficient customer and assignment information gathered

2. IDENTIFY TOUR JOB ASSIGNMENT

  • Ensure Tour job assignment is determined according to customers requirement
  • Ensure Tour job assignment is interpreted

3. CONFIRM TOUR JOB ASSIGNMENT DETAILS

  • Ensure Tour job assignment details are verified with your job provider

4. ACCEPT TOUR JOB ASSIGNMENT 

  • Ensure Tour job assignment is accepted according to the Code of Ethics
  • Ensure Tour job assignment documents are collected

Tour assignment is aimed at providing the guide with a list/itinerary of day to day tour or job related work scope the guide has to perform.

The tour assignment will determine the day, time, location, hotel name, number of pax, special arrangements, flight details etc of the persons/tourist/groups, prior to their arrival. It will also state what the holiday package offers, whether it’s an all inclusive package or standard package that sometimes includes breakfast and maybe not, certain leisure and entertainment activities could also be included in the package

Before carrying out a tour guide duty, a tour guide must first of all accept the duty. Depending on the agent, a tour guide needs to find out how this tour guiding acceptance is carried out. It can be through a special form, a letter, phone call, email etc depending on the type of agent.

A tour guide must read comprehensively his/her tour assignment, terms and conditions before agreeing to accept the assignment. If the terms are agreeable, a tour guide needs to complete the acceptance form, or any kind of acceptance method and submit to the agent. A guide is now responsible to carry out this duty effectively and professionally.

SAMPLE ITINERARY

Related Duties :

1 Verify Group Details

Check with travel agency details of group as follows :

Group Name

Guest Origin

Tour Leader’s Name & Contact No

No of Pax

Arrival – Date, Time & Place of arrival

2 Verify Accommodation(s)

If a guest is making a reservation through the agent (eg : travel agent or hotel), a tour guide does not need to collect any advance from the guest. The guest will usually pay a deposit or full amount to the agent or hotel to confirm their reservation. It is common that 30% deposit is paid in advance and the difference will be paid upon their arrival. In many outlets, this advance will be forfeited if the reservation is cancelled.

Verify the following information on accommodation Voucher:

Name of hotel/resort etc..

Name of Tour Agent :

Name of guest :

No of pax :

Check in Date :

Check out Date :

Type of Room : Single/Double/Twin Sharing etc…

Number of Days/Nights :

Remarks :…

3 Verify Meals Arrangement

Usually, when a guest checks-in a hotel or resort, they will be given daily restaurant voucher(s) which entitle them for breakfast/lunch/dinner/supper. Advance/voucher for meals can also occur if a guest is having a meal outside of the hotel or resort they are staying. This may/may not be required by the restaurant if the reservation involves a large number of guests. The normal practice is between 10% – 50% deposit. A tour guide may/may not be needed to take this amount of money (ie advance) from the agent or hotel, to be delivered to the restaurant prior a meal. In a normal practice, the accommodation agent (eg hotel) will make a direct payment to the restaurant involved whereas the guests are given meal voucher(s). The amount paid to the restaurant is usually not disclosed to the guests.

Verify the following information on the meal voucher :

Date(s) :                                                 

Name of Restaurant :                        

Number of pax :

Type of meal :                                    

Remarks :

4 Verify Transportation

Certain vehicle rental companies set an agreement and a sum of money as deposit before one can actually rent a vehicle from them. In a normal practice, an accommodation agent will pay directly to the vehicle rental companies in order not to disclose the price they are paying. However, if a tour guide is required to get a car from these companies, then he/she needs to get the advance from his/her agent. This type of advance must be presented with a receipt from the agent stating the amount of money advanced to the tour guide, for what purpose and the name of tour guide and the vehicle company. In most transactions, a transportation voucher is usually used.

Verify the following information contained in the voucher :

Name of Agent/Tour company :

Date :

Vehicle Type and Registration No :

Name of Driver :

Rate :

No of days :

Other : Verify if Driver Tips and Tolls are included

Remarks :

5 Verify Advances for Administration Fees to Touristic Places

Certain touristic places require cash admission fee. Very often they offer special rate for groups. Sometimes they offer voucher instead. A guide must first identify which are the places requiring admission fee. He needs to calculate the amount and request advance from the agent. It is a usual practice that a guide needs to collect guest identity card(s) or passport(s) when making group payment at places requiring admission fee.

If a guide needs to collect advances for places with admission fee, then he/she must present a summary report to be presented to his/her agent. The following information must be included :

Amount of Advance received :

Admission fees :

  1. Place A                       Amount Paid :
  2. Place B                       Amount Paid :
  3. Place C                       Amount Paid :
  4. Etc..                 Amount paid :

Amount Returned (Balance)

5 Verify Guiding Fee and Subsistence Allowance

Tour guides may be paid differently according to their level of services and capabilities. A tour guide who speaks foreign language(s) may be paid higher than those who only speak in a local language. A guide who knows more about nature must be paid higher than those who only know how to take guest around places of interest only. Some tourist guides set an amount of advance fee for their service while some claim their fees upon completion of their job. If a guide is required to stay away from his/her operating area, or if he/she is required to stay overnight at a place outside his/her region or working over time, then he/she is entitled of subsistence allowance. The agent must pay the agreed amount of allowance to the tour guide based on the hour or half day rate or daily rate

Note : If a guide has already received an advance for his/her guiding job, he/she is required to sign a standard advance form available at the agent. The tour agent will be given a receipt. The advance receipt must be attached together with a guide final claim form.

TOURIST GUIDE PROFESIONALISM

This information sheet is to explain about Tourist Guide Professionalism and the components within the structure and steps to conduct a tour commentary.  With the understanding, it will guide the trainee to develop skills to conduct the tour commentary on Tourist Guide Professionalism.

(Regulation 11)

CODE OF ETHICS FOR LICENSED TOURIST GUIDES

1.         A licensed tourist guide shall always be well-groomed, courteous, honest,   trustworthy and dedicated.

2.         A licensed tourist guide shall not use abusive language or be involved in any fights or squabbles with the tourists or any person under his care or with any other person at any time in the exercise of his duty.

3.         A licensed tourist guide shall not bad-mouth or criticise his colleagues, any establishment or organization, the Government or its policies and campaigns or any other person in the exercise of his duty.

4.         A licensed tourist guide shall not be involved in any conduct or act which is prejudicial to the professional image of the tourism industry in Malaysia or to the image and good name of the country.

5.         A licensed tourist guide shall always safeguard his reputation and professional image as a licensed tourist guide.

6.         A licensed tourist guide shall have good public relations value, and shall maintain friendly relations and co-operation with other tourist guides, whether local or foreign.

7.         A licensed tourist guide shall always try to understand the character and needs of the tourists or any person under his care.

8.         A licensed tourist guide shall exercise his duty with due care to ensure that the tourists or any person under his care are not placed under any untoward danger or unnecessary risks due to his actions or omissions.

9.         A licensed tourist guide shall not leave the tourists or any person under his care at any time in the exercise of his duty.

10.         A licensed tourist guide shall always update his information and materials on the history and culture of the country and on government policies for the better and effective exercise of his duty.

BENTUK PAKAIAN STANDARD BAGI PEMANDU PELANCONG BERLESEN

LELAKI / WANITA

DIBENARKAN

i)  Baju Melayu dengan songkok  

ii) Baju kebaya/kurung (batik atau bukan batik)  

iii) Baju kemeja batik berlengan panjang  atau pendek buatan Malaysia yang dipadankan dengan seluar panjang biasa  

iv)  Baju kemeja berlengan panjang atau pendek dengan tali leher atau tali leher kupu-kupu (bow tie) dan seluar panjang biasa   

v)  Blaus berlengan panjang atau pendek  yang tidak terlalu ketat atau terdedah dipadankan  dengan midi/maksi atau seluar panjang biasa  

vi)  Kemeja T berkolar berlengan panjang atau pendek dipadankan dengan seluar  panjang biasa atau Bermuda paras lutut bagi pelancongan yang berunsurkan kembara sahaja

vii) Pakaian seragam yang menepati garispanduan di atas yang disediakan oleh mana-mana syarikat pelancongan  

vii)   Kasut yang yang menutupi ibu jari kaki dan tumit (sepatu)  

vix)  Sneakers bagi pelancongan yang berunsurkan kembara sahaja)

TIDAK DIBENARKAN

i)  Blaus wanita ’Cap sleeve’ dan tidak berlengan  

ii) Seluar jenis jeans  

iii) Blaus wanita yang boleh mendedahkan tubuh belakang dan paras dada

iv) Baju yang nipis, jarang dan ketat  

vi)  Selipar dan sneakers

OFFENCES AND DEMERIT POINTS

Category   Offence Demerit Point   Action
Light 1st.
2nd.
3rd.
1-2
2-3
4-5
Warning.
Blacklisted 3 mth
Blacklisted 6 mth
Moderate


1st
2nd.
3rd.
4th.



3-4
6-8
9-10
Above 10



Warning.
Blacklisted 3 mth
Blacklisted 6 mth
Cancellation of License.

Serious

1st.
2nd.
3rd.

5
6-10
Above 10


Warning.
Blacklisted 6 mth
Cancellation of License.
Offences:
Cheating, Fraud, Serious offences
First
Offence.
10 Cancellation of License.

QUESTION

List information which should be included in a tour itinerary.

Reference :

http : www.mapslangkawi.com

Mesra Malaysia A Certified Customer Service Excellence    

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