Risk

Management
LESSON 21

11:11PM
LUGGAGE
CREDIT CARD
CASH
Tourism Guideline Services. Tourism Guideline Services. Tourism Guideline Services. Tourism Guideline Services

LEARNING OUTCOMES:

1.Define risk; 2.Identify the

functions of risk
LESSON management;
21:
3.Identify the risk in
tour guiding and
At the end of the lesson, you should be able 4.Know how a
to:
corresponding
crisis affects tour
mitigation
guiding.
measures; and
Meet and
greet
The famous Murphy's Law that
says, "If anything can go wrong,
it will," underlines the
importance of planning. This is
vital in providing tourism
services, including tour guiding
services are produced as they
are consumed.

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SSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON

Main Attraction
RISK MANAGEMENT DEFINED
Risk is the possibility of loss or injury (Merriam-Webster
Dictionary, n.d.), In general, risk management involves:

1. recognition of the existence of risk;

2. identification of the risk;
3. knowing the mitigation measures for each risk; and
4. having the risk management plan approved and
disseminated to those concerned within the tour
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company.

SSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON 21 • LESSON
Risk in Tour Guiding
Many things can indeed go wrong during a tour, no matter how well
planned it is. Here are some tips on how to address these mishaps:

Theft and Losses

Members of a tour group should take all precautions
to keep their belongings safe. One way to avoid theft
is by keeping a decoy wallet, and placing cash and
valuables in the several safe places. However, if any
valuable is stolen from a tour member, the tour guide
must help the victim execute the following:

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on the featured statistic • Elaborate on the featured statistic • Elaborate on the featured statistic • Elaborate on the featu

cash-
accept that cash lost will not
be returned. Find a way to
get cash, if needed, such as
through cash advance from
an ATM, credit card, or
traveler's check. If these are
lost, too , try contacting credit card/or traveler's check-
family and friends from home
to send cash via money contact the issuing institution as soon
transfer companies. as possible to inform them of the loss.
Report the loss to the police.

n the featured statistic • Elaborate on the featured statistic • Elaborate on the featured statistic • Elaborate on the featur
Luggage-
Death-
report to the airline company
and airport police if lost at the
report to the local police
airport or airline. Report loss to
immediately. Do not leave the
the local police if the luggage
deceased until the police issues a
was lost elsewhere. Ask the
report. Contact your respective
victim if there is any way you
company and secure a reliever to
can help, and then confirm with
attend to the rest of the tour
your company if this help can be
group while you wait for the
provided.
police report. Contact the
embassy, if necessary.
Transport Delays and Cancellations
There are various seasons for transport delays and cancellations. These
include road accidents, technical problems, traffic jams (both air and
land), and weather.

If your tour group will face any transport delay, try to stay calm, be
patient, and remember that those around you may not able to do so. If
the delay causes your group to stay for another night in the area,
contact you tour company immediately. If it is just for few hours, check
how the delay will affect your tour schedule and try to rearrange
appointments. If it is an airline delay, ask the airline representatives if
they could do anything to assist your large tour group. Be sure to report
any change to your tour company.
 Traffic Accident
Despite what we hear in the news that "trains and planes are 10 times
safer than cars, and buses are the safest of all" (Mancini, 2001),
accidents do happen from time to time. If an accident does occur, call
the police and the company. Make no promises to the guests. Remain
calm and assertive.
Health Problems
Health risk include flu, viral infections, heatstroke, and food poisoning. Note
the location of clinics and/or first aid stations in tourist facilities. Note the
contact details of the nearest hospital, too. It is best to delegate health
problems to professionals. Nonetheless, the tour guide must be quick and
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 Health is wealth for tour guides, as it is for everyone. A healthy
tour guide can think well and conduct tours well. Keep your body
and mind healthy through proper diet and exercise. Get enough
sleep and avoid smoking and alcohol. Remember that you
cannot help others if you are not in a good shape yourself.
For whatever incident that may happen, the tour guide needs to prepare an
incident report for the tour company, which should contains the following
information:
1. Who is the person accomplishing the form?(e.g., name of tour guide)
2. What is the nature of the accident?(e.g., outbalanced passenger);
3. How did it happen?(e.g., When alighting the bus, the passenger feel and got bruised)
4. When did it occur?(e.g., at 11:00 AM on MM/DD/YYYY);
5. How did you find out about it?(e.g., I was there when it happened);
6. What action was made?(e.g., Client was brought to the clinic and given medical
attention);
7. Name of insurance company, if applicable; and
8. Name, address, and signature od client
 INSURANCE
Insurance is one way to address and protect the tour guide,
and the tourist from possible losses. There are insurance
companies that provide products that are tailored to the needs
of tourists. Here are some examples:
1.Travel insurance
A basic travel insurance covers the cost of trip cancellation,
delay, and/or baggage loss. An insurance for trip delay or
cancellation is particularly used when a passenger misses a
connecting flight and must stay overnight at an airport to wait
for the next available connection. The insurance company

usually covers the cost of the new tickets and hotel

accommodation. Insurance products are also available to help
tourist who lose their baggage especially when they are in a
foreign country. Some insurance companies also provide a
hotline which insured tourist may call when needed.
2.Travel health insurance
Suffering from a sudden illness or accident that needs
hospitalization is another risk that comes with traveling.
There are various companies that cover the health needs
of travelers. The cost of this insurance usually depends on
a number of factors: trip duration, destination, and profile
of the traveler (e.g.m age and medical history).

Premium is the money that travelers pay to an insurance company to

provide them with coverage. The premium must be paid prior to a trip.
The idea of travel insurance is being ready for whatever may happen
during the trip. The traveler may end up not having any problem at all
but it not mean he or she could get a refund.
 Effects of a Crisis on Tour Guiding
Crisis management in tour guiding refers to how a tour guide responds, manages
and recovers from unforeseen events. Crisis examples that a tour guide may face
include a bombing incident caused by terrorist group at the tourist site or a
pandemic or an epidemic scare.

Crisis management can be divided into three levels: before , during, and after the crisis
occurs. The tour guide must be involved in all three levels as a fron-liner in the tourism
business. Thus , he or she must know the possible occurance and what to do if such crisis
does take place. He or she must also know what to say to the tourists and how to keep
them safe. Nonetheless, the tour guide cannot do this alone. He or she must be supported
by the tour company as well as the destination managers and the government.

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 In Chinese characters, the word "crisis" has two parts:
danger and opportunity. This is usually used to define
the word "crisis" in Western teaching. In tour guiding,
crisis presents the same-both danger and opportunity. If
the tour guide can manage a crisis well, then the
opportunity of getting more clients in enhanced.
Thank you!
for participating.
GROUP 4

DONE