CU 1 : Tour Job Assignment Acceptance

TOUR JOB ASSIGNMENT ACCEPTANCE

COMMUNICATE WITH CUSTOMER

Note :

  • Ensure customer communication conducted according to the Code of Ethics
  • Ensure sufficient customer and assignment information gathered

IDENTIFY TOUR JOB ASSIGNMENT

Note :

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

CONFIRM TOUR JOB ASSIGNMENT DETAILS

Note :

  • Ensure Tour job assignment details are verified

ACCEPT TOUR JOB ASSIGNMENT 

Note :

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

Tour assignment order is aimed at providing the guide with a list/itinerary of day to day tour or job related workscope 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 Getting Advances

Advance is an amount of money taken or received from another party for the purpose of partial payment to indicate agreement of a reservation or purchase. Usually it ranges from 10% to 100% of the original amount depending on the type of transaction. Very often it is presented in a Voucher. This is necessary to avoid loses or theft, as voucher has numbers and easily counted and verified for validity.

There are several areas where advance is involved in a tour, ie accommodation, meals, rental of transportation, driver tips, toll, porter age, guiding fees, translation fees, entrance tickets/fees of places of interests, cost of meals etc, including unanticipated costs.

A tour guide needs to check, define and confirm with the agent regarding the payment arrangement before carrying out a tour guide duty. This is necessary in order to avoid misunderstandings and embarrassment.

1.1 Advances for Accommodations

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.

However, for group reservations, it is a very common practice that this advance comes in a form of voucher. In this case, the cash transaction is carried out by the guest/agent with the hotel/resort/accommodation agent. The following information is usually written in an accommodation voucher :

Name of hotel/resort etc..

Name of Tour Agent :

Name of guest :

No of pax :

Arrival Date :

Departure Date :

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

Number of Days/Nights :

Meal : Breakfast/Lunch/Dinner/Supper

Remarks :…

1.2 Advances for Meals

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. The following information is usually found in a meal voucher :

Date :                                                 

Name of Agent /Hotel/Resort :

Name of Restaurant :                        

Number of pax :

Type of meal :                                    

Remarks :

1.3 Advances for 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. The following information may be contained in the voucher :

Name of Agent/Tour company :

Date :

Vehicle Type and Registration No :

Name of Driver :

Name of Tour Guide :

Rate :

No of days :

Destination : (optional)

Terms and Conditions : (This will include insurance terms, penalty etc…)

Remarks :

1.4 Advances for Driver Tips/Toll

If a journey requires to pass through tolls, a guide must be responsible to calculate the number of tolls he/she will pass through and the amount of money each toll requires. 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 recipient toll(s). The toll receipt must be presented to the agent and change must be returned. It is also common that a tour guide use his/her own money first, then present the toll receipt for claims.

1.5 Advances for Porter Age

Another word for a porter is bellman. However, the duty of a porter is often carried out by a doorman, a receptionist, a concierge etc.. Anyone who carries a guest luggage to their room can be given tips. In the case of a large group, the assistance of the porter(s) must be appreciated by giving them some tips (though some places abandoned the idea of tips for the porter while some think the abandonment is unethical).A tour guide can request advance for this type of service, but must returned the cash if it is unused.

1.6 Advances for 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.

1.7 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)

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

MINISTRY OF TOURISM MALAYSIA

Reference: KPL/LN/S/(00-14/32(15)

DEMERIT POINT SYSTEM

w.e.f. 15th. April, 2010

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

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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