Learning Area TLE – Local Tour Guiding Grade Level 7/8 Exploratory

W5 Quarter Third Date Week 5

I. LESSON TITLE Manage Tour Arrangement for visitors

II. MOST ESSENTIAL LEARNING Demonstrates understanding of the knowledge, skills, and attitudes required
COMPETENCIES (MELCs) in managing tour arrangements included in the tour schedule.
III. CONTENT/CORE CONTENT 1 Identify the different activities according to the four stages of Local Tour
Guiding.
2. State what to do with the complaints and other predicaments.
References:
1. Kyla Steeves, What Should a Tour Guide Do..
https://www.checkfront.com/what-should-a-tour-guide-do-
before-the-tour(2020 August 20)
2. Sha Zabala-Batin, Managing Tour,
https://www.slideshare.net/charliezabala7/managing-tours (2015,
January 27)

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IV. LEARNING PHASES Learning Activities
Timeframe
A. Introduction First Day In this lesson, you will 1 Identify the different activities according to the four
Panimula stages of Local Tour Guiding and state what to do with the complaints and other
1 Hour predicaments.
Preliminary Activity.
CHRONOLOGICAL ARRANGEMENT:
Arrange the following events in chronological order. Write the letters
A-D on the box provided for each number.

1. 2.

3. 4.

PLAN THE TOUR

On the outside, tour guiding might look like a fun and easy job. You get to show
visitors around the world’s coolest destinations but winging it does not fly for tour
guides — guests notice right away if you’re scrambling to get your act together.
Of course, your tour director should already have the itinerary and schedule
mapped out, but you can go above and beyond by planning your talking points
and other ways to enhance the tour experience.
PREPARATION PROCESS WHEN LEADING A GROUP TOUR
STAGE 1: PRE- TOUR
What tour guides do before the tour has a significant impact on the
experience. By putting in the work ahead of time and ensuring everyone in the
group knows what to expect, you can start the tour off right.
1. Checking of Arrival Schedules to ensure: 1. gaining hard copy information
about tours and groups for the day / shift. 2. Knowledge of times groups are
arriving. 3. Knowledge about composition of group. 4.Knowledge about any
issue / detail to be certified and / or obtained in relation to the group
individual members of the group. 5. Knowledge about how groups / members
are arriving public transport, private vehicle, shuttle bus. 6. Knowledge about
exactly where they will be arriving – booking office, departure lounge,
outside on footpath / in car park (meeting place)
2. Checking Reservations to gain knowledge of: 1. payments made and / or to
be collected prior to departure. 2. Special requests made by tur groups /
members and or tour operator responses to these Tor Guide Commitments in
this regard. 3. Types of bookings which have been made and how (if
applicable) this impact inclusions and / or tour guiding to be provided. 4.
Seats / tickets remaining available for sale – so action ca be taken to promote
and sell.
3. Verifying Itinerary this may involve: 1. Contacting destinations and providers
– and confirming arrangements. 2. determining weather and other local
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conditions and factoring this knowledge into plans. 3. Arranging suitable
alternatives – where necessary. 4. Confirming basic tour.
4. Collecting resources relevant to the tour to be conducted this can require: 1.
Obtaining and checking guide kit as appropriate for the individual needs of
specific tour types which contain essential items to enable the effective and
safe conduct the tour, such as : Maps, First Aid Kits, Communications devices,
pen, paper, Contact List, Tour notes and script for commentary. 2. Obtaining
resources and other materials for distribution to tour group members such as
information brochures and facts Sheets, Safety advice and information, Tour
Maps, Specific information relating to individual destinations, events, activities
on tour. 3.Obtaining necessary vouchers to reflect tour group numbers and
inclusions such as for Entry to Venues / destinations, Meals / food and
beverage, Merchandise and nominated services, Discounts on Certain
purchases.
5. Testing Items. Such as testing of communication items / devices, such as
microphones on PA systems, megaphones, walkie-talkies / two – way radios,
cellphones, laser light pointers and others. When there is a presentation, it is
advised for you to check the audio – visual equipment: PowerPoint / data
projectors and screen, overhead projectors and screen, DVD players and
monitor, Movie projectors and Screen, Computers including internet
connection where this will form part of the tour or a component of a
presentation or tour activity. Other items that need to be checked and tested
are sporting equipment (as required for games and sporting activities to be
played) and items required to enable tour group members to participate in
scheduled activities. This may include ingredients people are going to use
and utensils and items of hand-held or powered equipment.
STAGE 2: ON- TOUR
This stage involves the tasks that tour guides go from the time they meet their
guests until they depart and head back home of for another destination. It
involves a pleasant introduction and readiness of travel documents. It is a
stage to meet and assist guests until the end of tour.
A. ARRIVAL PROCEDURES
1. Greeting tour group / tour group members. Receiving and welcoming guest
is very important. It should create the best impression. Communication skills
of the Tour Guide who has come to welcome the guests must be excellent.
He must show confidence and exhibit courteous manners. In this early stage,
try to establish a rapport with the group or individual.
2. Confirming tour details. (a.) Verbally provide itinerary details highlighting
points of interest and special events and arrangements, (b.) distribute ant
necessary materials such as name tags, itineraries, tickets, vouchers,
handouts, tour materials. (c.) Include Q & A Session, so participants have an
opportunity to clarify issues, ease anxiety and obtain answers to their pressing
questions / concerns, (d.) Mention potential hazards and identify safety
protocols and emergency measures which have been established. (e.)
Explain tour group management protocols to ensure safety of all no – one is
separated from group or “lost” on tour – covering such as (1.) meeting place,
(2.) need for everyone to check on others, (3.) use of head counts, (4.)
provision of cell phone number for Tour Guide, driver, Tour Operator for
people to use in emergency.
STAGE 3: ACTIVITIES DURING THE TOUR
1. DEPARTURE PROCEDURE
A. Commencing the tour. (A.) do a head count for the tour group to
identify or confirm number or persons on tour. (B.) Lead tour group members to
vehicles / bus and assist with boarding. (C.) Explain facilities on board and any
relevant ‘rules’ relating to the transport. (D.) Start the tour on time so it runs
according to schedule. This is important because destinations Sites and
attractions are expecting the tour at set times. Note that tour group members
may have made other arrangements based on the advertised finishing time of
the tour. Commencing the tour punctually is essential so the next tour can start
on time.
B. Continue relationship building and interactions with tour group members.
Good rapport – building costs nothing but does require some effort. It is
necessary to enhance the visitor experience. Techniques to build rapport with
participants may include: (1.) Extending / building on conversations when
people were initially greeted such as remembering and using the person’s
name; mentioning something talked about as part of the previous contact;
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IV. LEARNING PHASES Learning Activities
Timeframe
checking to ensure something they queries earlier has been resolved to their
satisfaction; asking participants questions about topics – their country of
origin, personal interest, reasons for being on tour, previous experiences, and
tours. (2.) Using “ice breakers” are quick exercises which can be used to “
break the Ice” and introduce tour group members to each other. (3.) Using
anecdotes when interacting when interacting with participants – these are
short stories relevant to the site, location or up-coming tour and are used as
they add interest and provide insight into the experience.
COMPLAINTS MANAGEMENT
Working in the hospitality industry means that the customer is always right, even
if they’re wrong. Problems may occur no matter how well tour operators and
tour guides prepared for the tour. In this stage learning how to deal with
customer complaints as democratically as possible is highly recommended.
Instead of putting out fires, prevent them! Right from the start, be a
professional, organized, and fair tour guide. Don’t give your customers
anything to complain about! This is the stage where tour guide should keep on
reminding tourists to be vigilant and careful of their belongings.
POST TOUR
This stage when all tour events have to be documented. tour guides reports to
the company to submit necessary forms.
1. Report to the company, handling in required forms and describing any
unusual events that occur.
2. Prepare and submit the Tour guide’s report immediately after the trip
3. Accomplish the financial report with the necessary receipts, voucher and
other documents.
4. Liquidate if necessary.
5. Company sends follow-up notes to clients thanking them for the business.,
Learning Task 1. Read the sentences carefully, identify the stage of Local tour
Guiding stated below. Please be guided with the ff. code PRT (Pre-Tour), OT
(On-Tour), CM (Complaint Management) and PT (Post-Tour). Write your answer
on the provided space below.
______1. Submit tour guide report. ______2. Check luggage
______3. Review the itinerary ______4. Know your vehicle to be used
______5. Be patient, calm and empathetic.
B. Development Second TIPS TO DEAL COMPLAINTS
Pagpapaunlad Day Problems may occur no matter how well tour operators and tour guides
prepared for the tour. Here are some tips to deal with it.
1 Hour 1. Put Your Emotions Aside. The best way you can handle any customer sharing
a complaint is without your personal emotions getting in the way.
2. Avoid Challenging Their Complaint. Instead of challenging their complaint,
listen to what they are saying. And - dare I say - even thank them. Here me
out.
3. Thank Your Customer . Smile and pretend to car and genuinely let them know
you are thankful they are sharing with you their complaint or concern will be
more effective.
4. Acknowledge What They Say . Whatever the "real reason" of complaining,
acknowledge it and ensure you heard what they said.
5. Offer Support . Support comes in a variety of shapes and sizes. Sometimes it's
simply listening to them even more, giving suggestion is a handful of ways to
support them - or even better.
6. Be Flexible. If no resolution is available to make your customer happy or at
the very least, being creative and flexible is the key.
7. Make Sure Your Customers Hear What You Are Saying. Ask the customer if
they have understood what you said. Make sure you do this in a non-
demeaning way, but rather state your intent.
8. Offer an Apology - With Gratitude Attached. Your goal is to genuinely want
to end your conversation with a sincere apology and yet appreciation for
your customer. Let them know you're sorry, they were inconvenienced or
disappointed or upset, then also thank them for giving you the chance to
work it out with them.
9. Follow Up. After you've said you're sorry, showed your appreciation and
overall gave them the support they were hopefully looking for, one way to do
this is to have upper management follow up with these customers 24 to 48
hours after they have expressed their complaint. This is simply another way to
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IV. LEARNING PHASES Learning Activities
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show them you care, as well as it suggests you still have their complaint and
concerns top of mind.
10. Move On . Don’t dwell on the complaints in order to move on and forward
with your next tasks on hand. Your strong customer care they received from
your team will definitely be an old-fashioned type of marketing that never goes
out of style.
Learning Task 2. Draw a Happy face if the statement is True and Sad Face If
not. Write your answer on the you answer sheet.
1. There are four stages of Local Tour Guiding.
2. Reviewing the itinerary should be done after the tour.
3. Giving suggestion could be a handful ways to show support to the
complainant.
4. Accomplishing the financial report is done after the tour.
5. Establishing camaraderie among the group is very helpful in tour guiding
C. Engagement Third Day Learning Task 3.
Pakikipagpalihan In a sheet of paper, make a dialog showing/presenting a tour guide solving a
1 Hour problem considering the 10 tips in handling complaints and other predicament
(10 points)
D. Assimilation Fourth Learning Task 4 Read carefully the content of the letter. Answer the ff.
Paglalapat Day questions in a complete sentence.

1 Hour

1. What is the name of the complainant?

2. What is the intent of the sender?
3. Do you think it will work to settle the tourist complaints? If Yes, explain your
answer.
V. ASSESSMENT Test I : Identify what Tour guiding stages (Pre-Tour, On Tour, Post Tour,
(Learning Activity Complaint Management) being asked. Choose your answer inside the box
Sheets for Enrichment, below.
Remediation or ______1. Democratically action/decision is highly recommended in this stage.
Assessment to be given ______2. This is a stage where all the documents/finances are c reported or
on Weeks 3 and 6) submitted.
______3. This stage involves planning costing negotiating and booking with
suppliers and other service providers.
______4. This involves the tasks that tour guides go from the time they meet their
guests until they depart and head back home of for another destination.
______5. In this stage you have to set aside your personal emotion for you to
come up with a positive solution.
VI. REFLECTION Fifth Day Among the activities provided from LEARNING TASKS to PERFORMANCE TASKS,
which task or tasks did you find easy or difficult to answer. Why did you find it
1 hour easy or difficult to answer? If the activities are easy to perform, how can your
teacher help you improve more? If you find it difficult to answer, how do you
think your teacher help you understand more your lesson and perform the
activities easily? Write your reflection on another sheet of paper.

Prepared by: MARIA LOURDES M. SEÑA Checked by: JOEL D. SALAZAR

JESABEL C. SOCAPCO EPS-CSDO Dasmariñas City
CSDO Dasmariñas City ROLANDO B. TALON JR
EPS-SDO Imus City