Workbook Kepemanduan Wisata Joana Aprilia Olo Mau

WORKBOOK
PROGRAM UP & RE SKILLING GURU SMK-UPW

GELOMBANG 4
KLASTER PEMANDUAN WISATA
NAMA : JOANA APRILIA OLO MAU, S.Par

INDUSTRI : CORE NATIVES T&T…………………
1
UNIT KOMPETENSI BUKTI
BERKUALITAS
1. D2.TCC.CL1.01 Work effectively with colleagues and customers
2. D2.TCC.CL1.02 Work in a socially diverse environment
3. D2.TCC.CL1.11/ Converse in english at a basic operational level
D1.LAN.CL10.01
4. D2.TCC.CL1.14 Perform child protection duties relevant to the tourism industry
5. D2.TTG.CL3.01 Work as a tour guide
6. D2.TTG.CL3.11 Lead tour groups in a responsible manner
7. D2.TTG.CL3.16 Prepare and present tour commentaries
8. D2.TTG.CL3.17 Provide arrival and departure assistance
LSP P2 BBPPMPV Bisnis dan Pariwisata

KATA PENGANTAR
Selamat untuk Anda yang akan melaksanakan magang di Industri. Workbook (Buku Kerja) ini
merupakan rekaman dari bagian aktivitas di Industri, disediakan sebagai rekaman bukti yang
berkualitas untu kmemastikan para guru kompeten di berbagai area kerja.
Ada beberapa komponen dari buku kerja ini, yaitu:
● Daftar unit-unit kompetensi
● Nama peserta
● Form rekaman setiap unit kompetensi.
● Verifikasi oleh mentor atau supervisor di industri

Asesor di industry akan menggunakan beberapa metode untuk mengases anda, diantaranya:
 Jurnal harian
 Presentasi
 Bermain peran
 Workbook
 Project Work
 Praktik demonstrasi

FR- D2.TCC.CL1.01
RECORDS OF Work Effectively With Colleagues and Customers
 Project/task : project
 Student name : Joana Aprilia Olo Mau
 Date of activity : 21-31 Agustus 2023
 Teacher/trainer/third party (supervisor) : Muhammad Isnaini
STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

INSTRUCTIONS VARIABLE
Element 1: Communicate effectively
1.1 Relay information in a https://drive.google.com/
Appropriate communication techniques drive/u/0/folders/
clear and concise
manner using may be related to: 11NL9RSWq8bCMvXZ_u
appropriate ROeggVCS9v-85jz
✘ The use of active listening
communication The use of both open and closed
techniques questions
✘ Speaking clearly and concisely
Using appropriate language and
tone of voice
Being attentive
Maintaining eye contact in face-to-
face interactions
The use of appropriate non-verbal
communication in face-to-face
interactions, e.g. Body language,
attention and personal presentation.
1.2 Use language and tone https://drive.google.com/
Language and tone may be related to: drive/u/0/folders/
appropriate to a
particular audience, ✘ Using simple, concise language that 11NL9RSWq8bCMvXZ_u
purpose and situation, ROeggVCS9v-85jz
can be easily understood by the
taking into account the audience
relevant factors involved ✘ Using appropriate tone, e.g. not
patronising, not too loud, not too soft,
not yelling, not angry, etc.
1.3 Use active listening and https://drive.google.com/

questioning to facilitate drive/u/0/folders/
effective two-way 11NL9RSWq8bCMvXZ_u
communication with ROeggVCS9v-85jz
others
1.4 Identify potential and https://drive.google.com/
Conflicts may include: drive/u/0/folders/
existing conflicts and 11NL9RSWq8bCMvXZ_u
✘ Group conflict
seek solutions in ROeggVCS9v-85jz
conjunction with all Conflict with individuals
involved parties Conflict with co-workers.
1.5 Complete routine Workplace documentation may include:

workplace
Letters
documentation
accurately in a timely Memos
manner Faxes
Emails
Invoices and purchase orders.
Element 2: Establish and maintain effective relationships with colleagues and customers
Meet both internal https://drive.google.com/

Internal customers may include: drive/u/0/folders/
customers’ and external
customers’ needs and ✘ Colleagues working in another 11NL9RSWq8bCMvX
expectations in accordance Z_uROeggVCS9v-
department
85jz
with organisation standards,
policies and procedures and Team members
within acceptable time Supervisor or managers.
frames.
External customers may include:
Suppliers
People who buy the goods and
services the enterprise sells.
2.1 Assist to resolve https://drive.google.com/

workplace conflict drive/u/0/folders/
and manage 11NL9RSWq8bCMvX
difficulties to Z_uROeggVCS9v-
85jz
achieve positive
outcomes
2.3 Use formal feedback https://drive.google.com/
Formal feedback may include: drive/u/0/folders/
and informal feedback
to identify and 360-degree assessment 11NL9RSWq8bCMvX
implement Z_uROeggVCS9v-
improvements to Customer satisfaction 85jz
products, services, surveys/forms
processes or outcomes Team evaluations
for both internal
Performance reviews.
customers and external
customers. Informal feedback may include:
Critical incident reviews
Impromptu questioning of
customers to obtain view of
products and/or service provided
Chance discussions with
customers
Coaching and mentoring
Seeking the opinions of others.
2.4 Handle complaints
positively, sensitively
and politely in
consultation with the
person/s making the
complaint
2.5 Maintain a positive and
co-operative manner
2.6 Use non-discriminatory https://drive.google.com/
Non-discriminatory attitudes and drive/u/0/folders/
attitudes and language
when interacting with language may include: 11NL9RSWq8bCMvX
customers, staff and Z_uROeggVCS9v-
✘ Language in relation to race and 85jz
management ethnicity
consistently
Not making assumptions about
physical or intellectual abilities
The use of non-discriminatory
language in relation to the
portrayal of people with
disabilities
Using non-sexist and gender
inclusive language.
Element 3: Work in a a team
3.1 Request or https://drive.google.com/
provide drive/u/0/folders/
assistance so 11NL9RSWq8bCMvX
that work Z_uROeggVCS9v-
85jz
activities can
be completed
3.2 Provide https://drive.google.com/
support to drive/u/0/folders/
colleagues to 11NL9RSWq8bCMvX
ensure Z_uROeggVCS9v-
85jz
achievement
of team goals
3.3Discuss and https://drive.google.com/
resolve drive/u/0/folders/
problems 11NL9RSWq8bCMvX
through Z_uROeggVCS9v-
85jz
agreed and/or
accepted
processes
3.4 Recognise https://drive.google.com/
Cultural differences may include: drive/u/0/folders/
and
accommodate Forms of address 11NL9RSWq8bCMvX
cultural Z_uROeggVCS9v-
differences Levels of formality/informality 85jz
within the Non-verbal behaviour
team
Work ethics
Personal grooming
Family obligations
Recognised holidays
Special needs
Preferences for personal
interactions.
3.5 Identify, https://drive.google.com/

prioritise and drive/u/0/folders/
complete 11NL9RSWq8bCMvX
individual Z_uROeggVCS9v-
tasks within 85jz
designated
time lines
3.6 Acknowledge
and respond
to feedback
and
information
from other
team
members
Verify by Signature
(Teacher/trainer/supervisor):
FR- D2.TCC.CL1.02
RECORDS OF WORK IN A SOCIALLY DIVERSE ENVIRONMENT
STEPS/ELEMENTS AND RECORDS OF NOTES
INSTRUCTIONS ACTIVIES AS
RANGE OF
VARIABLE
Element 1: Communicate with customers and colleagues from diverse backgrounds
1.1 Value customers
and colleagues from
different cultural
groups and treat them
with respect and
sensitivity
1.2 Take into Cultural differences https://drive.google.com/drive/u/0/folders/

11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
consideration cultural may include:
differences in all ✘ Forms of
verbal and non-verbal address
communication Levels of
formality/informality
Non-verbal
behaviour
✘ Work ethics
Personal
grooming
Family
obligations
Recognized
holidays
Special needs
Preferences for
personal
interactions.
https://drive.google.com/drive/u/0/folders/
1.3 Attempt to Attempt to
overcome language overcome
barriers language barriers
may include:
✘ Use simple
gestures
Use simple
words
Use words in
the other person’s
language
Describe goods
and services
simply
Use diagrams or
maps to give
simple directions.
1.4 Obtain assistance Assistance may

from colleagues, include:
reference books or Co-workers who
outside organisations speak the same
when required language
Interpreter
services
Diplomatic
services
Supervisors, or
managers, or
specialist
customer
service staff
within the
enterprise.
Element 2: Deal with cross cultural Misunderstandings
2.1 Identify issues which Issues which may

may cause conflict or cause conflict may
misunderstanding in include:
the workplace
Competing
group, family or
personal interests
Power and
control issues
Lack of
communication
Personality
clashes
✘ Cross-cultural
issues
✘ Differences
between cultural
groups
Dissatisfaction
in the community
Competing
needs.
2.2 Address difficulties https://drive.google.com/drive/u/0/folders/

with the appropriate
people and seek
assistance from team
leaders or others
where required
2.3 Consider possible
cultural differences
when difficulties or
misunderstandings
occur
2.4 Make efforts to Misunderstandings

resolve in the workplace
misunderstandings, including:
taking account of
cultural Speaking too
considerations quickly/quietly
No visual clues
Poor
observation
Poor
communication
style
Intolerance
Prejudice
Inadequate
language skills
Not clarifying or
asking questions
Inappropriate
body language
Poor
understanding of
other cultures.
2.5 Refer issues and
problems to the
appropriate team
leader/supervisor for
follow up
Verify by Signature

FR- D2.TCC.CL1.11/D1.LAN.CL10.01
RECORDS OF Converse in english at a basic operational level
STEPS/ RECORDS OF ACTIVIES NOTES

ELEMENTS AND AS RANGE OF
INSTRUCTIONS VARIABLE
Element 1:
Participate in
simple
conversations on
familiar topics
with work
colleagues
1.1 Use and Opening comments may https://drive.google.com/file/d/
respond include: 1gnpIg6y3SDw_8gr6DDa3bnB0cjvkdvrr/view?
appropriately to usp=drivesdk
opening comments ✘ How are you?
How did your shift go?
Is there anything I need

to know?
You should be aware.
1.2 Comment on Familiar topics may
familiar topics
include:
Giving directions
Providing advice on the

best places to shop, eat,
hear music, view art, etc.
Providing advice
about a customer’s
special needs
Providing information
Referring a customer
complaint to a supervisor.
1.3 Talk about a

past event
1.4 Use Closing remarks may
closing include:
remarks
appropriately I hope you enjoy your
to end the stay/tour
conversation
Goodbye and I hope
we see you again soon
Thank you for staying

at…; Please enjoy your
tour.
Element 2:
Respond to
simple verbal
instructions or
requests
2.1 Confirm Confirm understanding of
understanding supervisor’s information
of supervisor’s or requests may include:
instructions or
requests So you want me to …?
I understand you
would like me to …
2.2 Ways to seek repetition or
Request
clarification may include:
repetition
or
 Asking the person to
clarificati
on of repeat themselves, e.g.
instructio
Would you mind
ns or
requests saying that again?
Sorry I didn’t catch

that
Sorry I missed that
Can you go over

that again? Can you
say that again please?
Seeking clarification, e.g.

What should I do
when I finish that?
You would like me

to swap shifts with
you?
Element 3: Make
simple requests
3.1 Polite forms used for
Use making requests may
polite include:
forms
to I wonder if you would
make
do my afternoon shift for
simpl
e me tomorrow?
reque
sts Would it be possible
to swap shifts?
Could I change
shifts because I have
to …?
3.2 Thank the

person
responding to
your request
3.3
Acknowledge
the person
who cannot
respond to
your request
Element
4:
Describe
routine
procedur
es
4.1 S
Expla e
in a q
sequ u
ence e
of n
event c
s in e
carryi
ng m
out a a
routin r
e job k
e
r
s
m
a
y
i
n
c
l
u
d
e
:
F
i
r
s
t

T
h
e
n
A
f
t
e
r
t
h
a
t
N
e
x
t
At the
end
F
i
n
a
l
l
y
4.2 Exceptions to routine

Desc procedures may
ribe include:
exce
ption
s to Some
routin times
e
…
proce
dures happ
ens.

O
c
c
a
s
i
o
n
a
ll
y
,
I
…
When … happens,
I usually …but this
doesn’t happen very
often.
4.3 Ways to make

Make suggestions may include:
sugg Why don’t I check that
estio for you?
ns on I think it would be a
how good idea if …
to How about …?
impro Let’s …
ve I think it would be a
routin good idea if you …
e
proce
dures
Element
5:
Express
likes,
dislikes
and
preferen
ces
5.1
Talk
about
likes
and
dislik
es of
famili
ar
topic
s and
situat
ions
5.2
Discu
ss
prefe
rence
s and
give
reaso
ns
Elem
ent
6:
Ident
ify
differ
ent
form
s of
expr
essio
n in
Engli
sh
6.1 A
Cons formal
truct sentenc
a
e refers
forma
l to:
sente
nce Written or verbal
language that is
grammatically
correct and uses the
correct tense
consistently within
the same sentence
or paragraph
A sentence using
modals, such as would,
could.
6.2 Informal
Identi
fy expressions in
indic
English refers to:
ators
of
infor Written or verbal
mal language that may not be
grammatically correct
expre
ssion and/or may contain
s in
Engli colloquialisms, or
sh expletives, or slang
words.
6.3 An ‘open-ended’
Differ
entiat question refer to:
e
betw A question that is
een phrased to obtain a full
‘open answer e.g. ‘where
would you like to go?’
-
ende A
d’ ‘closed’
and
‘close questio
d’ n refers
quest to:
ions
A question that
forces a choice e.g. a
‘yes’ or ‘no’ answer.
Verify by Signature
(Teacher/trainer/su
pervisor):
FR- D2.TCC.CL1.14
RECORDS OF Perform child protection duties relevant to the
tourism industry
STEPS/ELEMENTS RECORDS OF NOTES

AND ACTIVIES AS RANGE
INSTRUCTIONS OF VARIABLE
Element 1: Identify
the issue of sexual
exploitation of
children by tourists
1.1 Define the Tourists refers to:
problem of child
sexual exploitation International
of children by tourists
tourists (otherwise
known as child-sex Domestic tourists
tourism) Business travellers
Expatriates.
Child sex tourism

(sexual exploitation of
children by tourists)
may include:
 Procuring children
for sexual purposes
which includes:
 Child sex
tourism
 Child
pornography
 Child
prostitution
 Child sexual
abuse.
1.2 Describe the Impact of child

impact of child sexual
sexual exploitation exploitation
on children, relates to the
communities and consequences of
the hotel and travel child sexual
industries exploitation by
tourists and
includes, but is
not limited, to:
 Impact on children
 Physical,
psychological,
social and
development
issues faced
by children
who are

victims of
child sex
tourism
 Impact on
communities
 Escalation of
community’s fear
and mistrust of
tourists
 Diminished
reputation
of
community
as a
tourism
destination
resulting in
fewer
tourists
and
negative
repercussi
ons for
local
employme
nt and the
economy
 Impact on the hotel

and travel industries
 Responsible
tourists are
discouraged
from visiting,
therefore
reducing jobs
and income for
staff in the
hotel and
travel
industries.
1.3 Identify Suspicious behaviours https://drive.google.com/drive/u/0/folders/

suspicious may include: 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
behaviors that may
be exhibited by Tourist taking local
child sex tourists children to their hotel
room, a
restaurant/café/bar, a
private place or an
excursion/outing
Tourist being very

affectionate with local
children
Tourist touching
local children
inappropriately
Tourist giving
excessive gifts or
money to local
children
Tourist asking
hotel and travel staff
where they can locate
children for sex
Tourist leaves
sexually explicit
images of children
in their hotel
room, or views
sexually explicit
images of children
at an internet
café.
Element 2:
Establish and
maintain effective
relationships with
colleagues and
customers
2.1 Locate and UN Articles relating to https://drive.google.com/drive/u/0/folders/
become the rights of all children 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
familiar with the to be safe from sexual
United Nations
exploitation includes:
Convention on
the Rights Specific Articles in
(UNCRC) of the United Nations
the Child and Convention on the
the main UN Rights of the Child
Articles relating which refer to child
to the rights of sexual abuse including
all children to Articles 19, 34 and 36
be safe from
sexual
exploitation
2.2 National, regional and
Examine international initiatives
national,
regional include:
and
internatio Tourism policies
nal and codes
initiatives Rules and regulations
to
prevent Legal provisions,
the national legislation,
sexual extra-territorial
exploitati legislation
on of
children Public education
by campaigns
tourists
Training for the
hotel and travel
industries.
2.3 Identify Reporting

reporting mechanisms may
mechanisms if include:
suspicious
behavior is Reporting to line
observed management at the
place of employment
Local and national

reporting hotline
phone numbers
Local authorities
International police
Law enforcement
websites
Non-government
organizations
Element 3:
Describe actions
that can be taken
in the workplace
to protect
children from
sexual
exploitation by
tourists
3.1 Actions should
Prepa include:
re a
list of Being vigilant and
action aware of suspicious
s that
can behaviour
be
taken Reporting
by suspicious behaviour
staff through the
worki appropriate channels
ng in
each Establishing
labor and
divisi implementin
on of g
the organizatio
hotel nal policies
and to protect
travel children in
indust the hotel
ries and travel
to industries
preve
nt the Participating
sexua in national
l and regional
exploi campaigns to
tation promote
of greater public
childr awareness
en by and action to
touris prevent child
ts sexual
exploitation
in tourism
destinations
Sharing
information about
child protection with
family, friends and
work colleagues.
Verify by Signature
(Teacher/trainer/sup
ervisor):

FR- D2.TTG.CL3.01
RECORDS OF WORK AS A TOUR GUIDE

AND ACTIVIES AS
INSTRUCTIONS RANGE OF
VARIABLE
Element 1: Describe the context for the delivery of guiding services
1.1 Identify the Roles, functions https://drive.google.com/file/d/
1gnpIg6y3SDw_8gr6DDa3bnB0cjvkdvrr/view?
roles, and responsibilities usp=drivesdk
functions and of a tour guide will

responsibilitie include:
s of a tour
Pathfinder to
guide
show the way
✘ Mentor to
educate and
provide information
Host to
accompany and
facilitate social
interaction
Escort to protect
and ensure safety
Entertainer to
optimise
enjoyment and
interest
Problem solver
to resolve issues
arising within the
tour group and
within the tour itself
Interpreter to
interpret the
activities, site and
tour and promote
cultural awareness
Assistant – to
help, encourage
and motivate
Leader to direct,
navigate and move
participants
Public relations
to enhance the
reputation and
image of the
site/employer
Administrator to
keep records and
monitor groups
and activities
The mortar
that binds the
tour together
1.2 List and Types of tour
differentiate guides include:
between ✘
types of tour On-site/attractions
guides guides
City guides
Government
guides
Driver guides
Specialised
guides including
action and
adventure tours
Independent
guides
Business and
industry guides
One-day guides
Extended tour
guides
1.3 Identify and Groups relates to https://drive.google.com/drive/u/0/folders/

differentiate domestic and
between the international tour
groups a tour parties that may
guide may include:
lead
Package groups
Public tour
groups
Students
Incentive
groups
Families and
friends
Clubs and
associations
Senior citizens
Special interest
groups including
groups with a
focus on heritage,
adventure, sport,
culture, arts,
indigenous
tourism, nature
and eco-tourism
1.4 Describe the The interpretive https://drive.google.com/drive/u/0/folders/
interpretive approach
approach to commonly uses
face-to-face
tour guiding methods and is
frequently
supported by
interpretive media
and aids. The
interpretive
approach includes:
Engaging the
participants
Providing a
verbal commentary
to explain and
translate the
characteristics,
significance and
features of the tour
Attributing local
and cultural
meaning to sights
and activities
Facilitating
learning,
understanding and
awareness
Contextualising
the tour within a
local framework
and flavour
Generating
respect and
appreciation for the
local customs,
history and people
Provoking
curiosity, thought
and encouraging
personal reflection
Bringing the
tour to life by
providing
opportunities for
learning and
participation
Building a
relationship
between the tour
groups and the
environment/focus
of the tour

1.5 Identify tour Tour types may
types include:
Site-based
tours:
Museums,
historic sites
and galleries
Zoos,
preserves and
wildlife parks
Gardens,
parks, forests
and national
parks
Factories,
businesses,
production and
processing
plants
Government
and semi-
government
utilities
including
power-
generating
stations,
reservoirs and
waste-water
treatment
plants.
 Special
interest
tours:
Photography
Wildlife
Aerial
Parks and
gardens
Sport
including
participation
and observers
Flora and
fauna
Wine and
food
Geographical
regions, areas
and
destinations
Scientific
and
educational.
 Water-based
tours:
Cruises
Boating and
yachting
Snorkelling
Scuba
diving
Fishing.
 Land-based
tours:
Four-wheel
drive
Remote
area
Bus/coach
tours
Bicycle and
motor bike
Walking
Horse and
camel
Caravan
and camper.
1.6 List the Characteristics of a https://drive.google.com/drive/u/0/folders/

characteristic tour guide may
s of a tour include:
guide
 Honesty
 Practicality
 Friendliness
 Willingness to
serve
 Local

knowledge
 Personal
hygiene and
presentation
 Skills:
Unique skills
relevant to the
type of tour
being guided
✘
Communication
and
interpersonal
Negotiation
and conflict
resolution
✘ Planning,
researching,
organising and
strategic
thinking
✘ Risk and
emergency
management
including first
aid skills, the
ability to
respond to
accidents, and
operate basic
emergency
equipment and
communication
systems
Leadership
and control.
1.7 Describe tour Tour guiding https://drive.google.com/drive/u/0/folders/

guiding principles must
principles include:
✘ Safety and
security including
people and
property and the
development of
standard and
contingency plans
✘ Care and

respect including
for the tour group,
locals and the
environment
Skills,
knowledge and
ability to
conduct/lead the
tour
Relevant
knowledge in
relation to the tour
including sites,
destinations,
environment and
activities
Providing an
interesting and
engaging
experience
Ethical conduct
Catering for the
needs of those
with special needs
and individual
differences
Element 2: Develop guiding skills and knowledge

Work Instruction: Guide information
sources and
2.2 Identify guide contacts may
information include:
sources and
contacts Tour operators
and wholesalers
Venue and
attraction
operators
Internet
Literature
including guide
books, history
books, media
articles, brochures
and general
destination and
site publications
✘ Network of
contacts within the
industry including
other tour guides
Tour guide
bodies and
associations
including licensing
authorities, where
applicable
Government
and semi-
government
authorities and
agencies
Local identities,
stakeholders and
landowners
Tour guide
codes of
practice

2.4 Acquire and Acquire and up-
up-date dating industry
industry skills skills and
and knowledge may
knowledge include:
Attending
industry seminars
Partaking in
industry and
related training
courses including
those provided by
industry and by
private and public
providers
Undertaking
familiarisation
tours provided by
industry
attractions, venues
and sites
Joining a
professional
guiding association
Undertaking
formal and informal
research
Practicing
required skills in an
industry setting
including acting as
an assistant to a
bona fide tour
guide
Arranging
objective
evaluation and
assessment of
personal skill and
knowledge levels

2.5 Identify legal, Legal, ethical and
ethical and safety
safety requirements
requirements relate to civil and
that apply to criminal liability
provision of and may include:
guiding
 Legal:
services
Duty of care
including levels
of liability
False,
misleading and
deceptive
advertising
Breach of
contract
including
conditions,
terms and
warranties
Complying
with specific
host country
legislation that
applies to tour
guides in
general and
specific tour
types, locations
and/or
activities.
 Ethical:
Truth and
honesty
regarding
information
provided to
customers
including a total
ban on
fabrication of
information
Provision of
products and
services in
accordance
with advertised
itinerary and
promises

Demonstration
of respect for
local
communities,
local culture,
sites and the
environment
including the
objective of
minimal impact
tour guiding
practices
aimed at
sustainable
operations
Maintaining
principled
relationships
with key
stakeholders.
 Safety:
Complying
with
occupational
health, safety
and welfare
requirements
as they apply
to individual
tours
Ensuring the
responsible
behaviour of
customers
including
controlling and
modifying
unacceptable
and unsafe
behaviour,
where
necessary
Checking
equipment,
locations,
facilities and
the
environment
prior to
engaging with
or using same

Managing
risk including
identifying and
explaining
potential
hazards
Removing
identified
dangerous
activities or
undertakings
from the
itinerary
including
replacing them
with an
appropriate
alternative,
where possible
Abandoning
the tour under
conditions
where the
safety of
customers
cannot be
guaranteed
✘ Providing
safety advice,
directions and
demonstrations
to customers
including
monitoring of
the
implementation
of advice and
the provision of
supplementary
guidance as
necessary
Participating
in discussions
regarding the
development of
new tours and
itineraries
3. Respond to emergency situations
Work Instruction: Skills and knowledge https://drive.google.com/drive/u/0/folders/
necessary to guide tours
3.1Demonstrate may include:
the skills and
knowledge  Pre-arrival activities:
necessary to
✘ Checking of
guide tours
arrival schedules
✘ Checking and
verifying reservations
✘ Confirming
itinerary
✘ Collecting guide
kit, cash advance
and vouchers
 Pre-departure
checks:
Confirming tour
requirements
Checking and
loading equipment
and supplies
Completing
documentation
 During tour activities:
Conducting tour
Providing
commentary
Facilitating
interaction, learning,
understanding and
enjoyment, as
appropriate
 Post-departure
activities:
Reconciling cash
and vouchers
Remitting optional
payments
Forwarding
feedback.

3.2 Apply 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
required
legal, ethical
and safety
consideration
s to the
conduct of
tours
3.3 Optimise 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
respect for
local culture
3.4Minimise 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
negative
impact on the
culture,
people and
environment
4. Provide feedback to management on safety and security procedures
Work Instruction: Communicate should https://drive.google.com/drive/u/0/folders/
include:
4.1Communicate
with tourism ✘ Using acceptable
industry industry terminology
operators clearly
✘ Achieving mutual
understanding
Being able to reach
agreement on guiding
activities
Providing accurate
information and
explanations about
customer requirements
and special requests
Taking into account
social, cultural and
business requirements
and contexts including
body language, cultural
customs and mores
Identifying operational
problems and presenting
possible solutions to
same
Consulting in an open
manner.
Tourism industry
operators may include:

Coach companies
Tour operators and
cruise operators
Airline personnel
Accommodation
providers
Food and beverage
outlets
Staff and owners of
attractions and theme
parks
Inbound tour
operators.
Colleagues may include: https://drive.google.com/drive/u/0/folders/

4.2 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
Communicat ✘ Other guides
e with
colleagues Support staff
Drivers
Office personnel
Owners, managers
and supervisors
Verify by Signature
FR- D2.TTG.CL3.11

RECORDS OF Lead Tour Groups in a Responsible Manner

AND ACTIVIES AS
INSTRUCTIONS RANGE OF
VARIABLE
Element 1: Identify the pre-requisites for responsible tour leadership
Work Host enterprise https://drive.google.com/drive/u/0/folders/
Instruction: 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
policies and
procedures may
1.8 Describe host relate to:
enterprise
policies and ✘ Safety and
procedures security
relating to requirements
tour guiding Regular
and tour counting/checking
activities of tour group
numbers,
including counting
tour group
members back
onto transport
between
activities, sites
and destinations
✘ Protocols
relating to
unexpected
events
✘ Plans that are
in place to
address
emergency
situations
Need to
comply with third
party provider
requirements
regarding
activities, sites
and equipment
Compliance
with legislated
obligations
1.2 Describe the Legal implications https://drive.google.com/drive/u/0/folders/
legal 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
can relate to:
implications
involved in Duty of care
conducting
guiding Due diligence
activities Occupational
safety, health and
welfare
Criminal
offences
Potential for
civil action
Liability issues
Ethical
conduct
False,
misleading and
deceptive
advertising
Breach of
contract,
including
conditions,
terms and
warranties
1.3 Describe the Characteristics of https://drive.google.com/drive/u/0/folders/

characteristics effective tour
of effective group leaders
tour group may include:
leaders
✘ Ability to be
proactive
Being an
effective
communicator
✘ Respect for
others
✘ Confidence
✘ Enthusiasm
Fairness and
consistency
Open-
mindedness
Knowledgeable,
skilful and
competent
Organisational
ability

Initiative
Ability to direct
and delegate
Element 2: Co-ordinate tour group movements and activities
Work Tour group https://drive.google.com/drive/u/0/folders/

members may
include:
2.3 Advise tour
group Domestic and
members of international
the type of people
tour and the Males and
proposed females
movements
and activities People from
and different age
groups
Special
interest groups
Special needs
customers
Open groups,
i.e., groups
comprising an
unpredictable mix
of the general
public
Homogenous
target market
groups as defined
by various
demographic
characteristics
Tours will vary by
type and duration
and may include:
Half and full
day tours
Extended tours
City, rural and
remote area tours
Cultural and
eco-tours
Adventure and
recreational tours
✘ Special
interest tours
Walking tours
Four-wheel
drive tours
Boating, aerial
and cruise tours.
Advise tour group
members of
proposed
movements and
activities may
include:
Using
appropriate
techniques to
attract the
attention of tour
group members
✘ Explaining the
itinerary
✘ Up-dating tour
group members
regarding
schedules and
changes to the
itinerary
Explaining
reasons for
changes to the
itinerary
Providing
verbal and printed
information
Conducting
demonstrations
Sharing
personal
experience/s
Ensuring
instructions are
understood

2.6 Maintain Maintain https://drive.google.com/drive/u/0/folders/
adherence to adherence to the
the tour tour itinerary may
itinerary to the include:
greatest
✘ Monitoring
extent
times to maximise
possible
the chance of
staying on
schedule
Adjusting
destinations and
activities on the
basis of events
arising and time
blow-outs
Modifying
allocated
timelines on the
basis of events
arising and time
blow-outs
Liaising with
staff, tour group
members and
providers to vary
the itinerary, as
necessary
Applying
effective
communication
and negotiation
skills to provide
the basis for
regaining the
scheduled
itinerary.

2.7 Provide tour- Provide tour- https://drive.google.com/drive/u/0/folders/
related advice related advice
and and information
information to must include
the tour group consideration of
members the most effective
way to deliver this
information based
on the
needs/profile of
the group and
may relate to:
Describing and
explaining
itinerary
information
Describing and
explaining carrier,
supplier, venue
and activity
provider
information
Issuing
vouchers and
tickets
Supplying
contact details for
tour leader and
tour staff
Explaining
procedures if tour
group members
become
separated from
the group
Providing
promotional
materials

2.8 Supervise Supervise https://drive.google.com/drive/u/0/folders/
movement movement and
and activities activities may
of the tour include:
group
Providing
advance warning
and information of
up-coming
activities and
destinations
Directing tour
group members
to locations
✘ Leading tour
group members
to activities and
locations
Taking action
to minimise
unscheduled tour
group member
activities that
jeopardise the
itinerary
Taking action
to encourage tour
group compliance
with requirements
Monitoring the
duration of
movements and
activities to
determine
remedial action to
be taken.

2.9 Encourage Encourage tour https://drive.google.com/drive/u/0/folders/
tour group group members
members to to participate may
participate in include:
the tour
Providing
incentives
Issuing
challenges
Encouraging
engagement
Posing
questions
Acknowledging
attempts and
achievements
Providing
assistance,
advice and
information
Ensuring
sufficient
equipment
Positioning of
activity items t
appropriately
where possible
Planning for
maximum
participation of
customers

2.10 Modify Special needs https://drive.google.com/drive/u/0/folders/
planned may relate to:
activities, add
new activities Accommodating
and/or delete the needs of
activities special needs
where customers –
required to including people
meet identified with disabilities,
special needs elderly, children
of tour group and infants or
members other needs
identified on the
tour booking
details
Meeting
promises in
regard to service
delivery on tour
Incidents
occurring on tour
that create
special need that
was not present
on tour departure.
2.11 Optimise https://drive.google.com/drive/u/0/folders/

compliance
with host
enterprise
policies and
procedures,
and host
country legal
requirements
while on tour
Element 3. Facilitate tour group interaction with each other and the tour environment
Work https://drive.google.com/drive/u/0/folders/
3.5Introduce tour
group
members to
each other,
where
appropriate

3.6Explain the 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
objectives
and
opportunities
provided by
participating
in the tour

Techniques to https://drive.google.com/drive/u/0/folders/
3.7Use 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
techniques to build and
build and maintain group
maintain cohesion may
group include:
cohesion on ✘ Utilising initial
tour introduction
techniques
✘ Encouraging
interaction
between group
members
Initiating group
activities or
games
✘ Inviting
individuals to
address the
group
Utilising the
skills of individual
tour group
members within
the tour
✘ Focusing the
group on shared
experiences
Using seat
rotations systems
Creating
opportunities for
individual
interaction
✘
Accommodating
individual
preferences,
where possible
Keeping group
informed about
the itinerary and
planned changes
Facilitating
attempts at group
cohesion
Creating and
supporting
attempts to
optimise goodwill
and group morale

General rules https://drive.google.com/drive/u/0/folders/
3.8Share and 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
explain may include:
general rules ✘ Acceptable
that apply to and unacceptable
group behaviour in
members relation to other
while on tour tour group
members,
local/host
communities and
in relation to
scheduled
activities and
sites
✘ Respect for
others and the
environment
Need for
sharing
Need to
observe time
constraints
Basic
requirements to
ensure safety and
security of tour
group members
and their
possessions
Action to take
in the event of an
accident or
emergency
The need to
communicate and
provide feedback
to tour leader

Balancing the https://drive.google.com/drive/u/0/folders/
3.9Balance the 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
needs of the needs of the
group with group with
individual individual needs
needs may include:
✘ Introducing
supplementary
activities to cater
for identified need
Ensuring
inclusiveness to
the greatest
extent possible
✘ Explaining
unique individual
needs to the
group and asking
their permission
for special
treatment of the
special needs
person
Element 4. Deal with on-tour problems
Work Predicting the https://drive.google.com/drive/u/0/folders/
potential for
problems may
4.2Predict the include:
potential for
✘ Monitoring
problems
people –
and take
including their
appropriate
verbal and body
avoidance
language
action
Monitoring the
physical and
natural
environment
Liaising withy
other staff
✘ Encouraging
tour group
members to
communicate
indicators of
emerging or
existing
problems.

Responding to https://drive.google.com/drive/u/0/folders/
4.3 Assess and 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
respond to emergencies and
emergencies unexpected
and events may
unexpected include:
events ✘ Implementing
Resolve emergency and
person-to- contingency plans
person – including taking
conflict charge and
issuing directions
for action,
evacuation or
first-line response
Notifying the
authorities
Seeking
assistance from
emergency
services
Placing the
safety of people
above the
protection of
assets
✘ Minimising
harm, damage
and disruption
Person-to-person
conflict may
include:
✘ Conflict
between tour
group members –
including intra-
family conflict
Conflict
between tour
group members
and non-tour
group members –
including
members of the
public, and staff
related to third-
party carriers or
providers
Conflict
between tour
group members
and host
enterprise tour
staff/guides
Conflict
involving
authorities
Conflict
involving local
communities
Dominant,
domineering
and/or disruptive
group members –
including those
affected by
alcohol and/or
drugs
Sub-groups/cliqu
es within the
wider tour group
Perceptions of
favouritism by
tour leader to
certain tour group
members

Action to resolve https://drive.google.com/drive/u/0/folders/
4.4 Take action 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
to resolve tour group
tour group member
member dissatisfaction
dissatisfactio may include:
n with the ✘ Listening to
tour the complaint to
identify the cause
✘ Acknowledging
the emotion
involved in the
dissatisfaction
✘ Suggesting or
soliciting potential
resolutions
Agreeing on
an acceptable
solution, where
possible
✘ Implementing
the agreed
solution, where
practicable
4.5 Seek to 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
maximise
tour group
member
enjoyment
with the tour
under
adverse
conditions
Verify by Signature

FR- D2.TTG.CL3.16
RECORDS OF PREPARE AND PRESENT TOUR COMMENTARIES
 Date of activity : 21- 31 Agustus 2023

INSTRUCTIONS ACTIVIES AS RANGE
OF VARIABLE
Element 1: Prepare tour commentary information
1.5 Identify the Commentary https://drive.google.com/drive/u/0/folders/
commentary 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
information will relate
information that directly to the nature,
needs to be conveyed
objectives and subject
of the tour and may
include:
✘ History and
heritage
✘ Culture
Art
Natural
environment
✘ Built environment
Wildlife
Domestic and farm
animals
Birds.
1.6 Research the Research the selected
selected commentary commentary
information that information will
include:
Reading site and
location specific
information sources
that currently exist
✘ Talking and
listening to relevant
people, including
visiting communities
and interacting with
local communities,
where applicable and
where possible
✘ Organising
information from
personal memory and
personal experiences
✘ Watching, reading
and listening to the
media, including
specific articles and
programs on the
subject that is the
focus of the
interpretive activity
Reading books and
other targeted
reference sources
Undertaking
internet desktop
research
Visiting museums
and cultural centres,
including discussions
with curators.
1.7 Classify Identified customer https://drive.google.com/drive/u/0/folders/
commentary 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
need will be related to
information that has individual group
been gathered
characteristics that
according to identified
customer need may include:
Geographic origin
✘ Cultural
background
Age
Educational level
✘ Special interests
Requested
coverage
Issues that emerge
as a trend in feedback
that is received.
1.8 Develop themes Themes for the https://drive.google.com/drive/u/0/folders/
for the commentary 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
commentary
information that information should
relate to:
✘ Identified customer
need
✘ Unique
characteristics of the
tour
Seasonal
influences
Time of day.
1.9 Prepare draft Prepare draft scripts https://drive.google.com/drive/u/0/folders/
scripts for 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
should relate to:
commentary
information that Ensuring currency
needs to be conveyed and accuracy,
including a total ban
on fabrication of facts
Ensuring
comprehensive and
relevant information
Including necessary
safety and security
information relevant to
the tour, time of day,
conditions
✘ Ordering the
information in logical
sequence
Preparing sufficient
appropriate depth and
breadth of information
Identifying delivery
style
✘ Matching words,
phrases and
terminology to the
identified needs of
customers
✘ Explaining
unfamiliar terms,
abbreviations and
acronyms
Including an
interpretive orientation
to the script
✘ Checking grammar
✘ Ensuring that
language used does
not give offence,
including unintended
offence in relation to
gender, culture, race,
age or personal
characteristics
✘ Matching the length
of the script to the
duration of the activity,
or tour, it is to
accompany
Providing an
appropriate mix of
statistical and
qualitative information
Ensuring the
commentary explains
and translates the
characteristics,
significance and
features of the tour.
1.10 Trial draft scripts Trial draft scripts may https://drive.google.com/drive/u/0/folders/
include:
✘ Conducting an off-
tour timed trial of the
draft scripted
commentary
✘ Presenting the draft
scripted commentary
to co-workers for their
feedback
✘ Presenting the draft
scripted commentary
to selected customers
for their feedback.
1.11 Revise draft Revise draft scripts https://drive.google.com/drive/u/0/folders/
scripts 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
must include:
Amending the draft
script in line with
legitimate feedback
Deleting material
deemed as irrelevant,
inaccurate,
misleading, offensive
or out of date
✘ Supplementing
material deemed to be
incomplete
Adding material
deemed to be
important but missing
✘ Correcting grammar
and language related
issues

✘ Conducting a
further trial of the
revised draft scripted
commentary
1.12 Learn ancillary Learn ancillary https://drive.google.com/drive/u/0/folders/
information 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
information may
include:
✘ Studying material
additional to scripted
commentary
information in order to
enable responses to
questions from
customers
✘ Conducting self-test
activities
✘ Updating personal
knowledge on the
basis of new
information sourced,
events arising and
personal experience.
Element 2: Present scripted commentary

2.1 Deliver prepared Deliver prepared https://drive.google.com/drive/u/0/folders/
commentaries 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
commentaries must
include:
✘ Presenting the
scripted commentary
as written
✘ Delivering the entire
commentary
✘ Adding personal
embellishments to
impart individual style
without altering the
accuracy and material
content of the scripted
commentary
Delivering
commentary to
coincide with activities,
or sites being visited
Integrating
responses to
questions from
customers into the
presentation of the
commentary
✘ Using appropriate
voice, including
consideration of
volume, tone, pitch,
clarity, diction and
pronunciation.
2.2 Apply appropriate Appropriate https://drive.google.com/drive/u/0/folders/
interpretive 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
interpretive techniques
techniques to
may relate to:
supplement the
commentaries ✘ Engaging
participants through
the manner in which
the commentary is
presented
✘ Attributing local and
cultural meaning to
sites, sights and
activities
Facilitating learning,
understanding and
awareness
Contextualising the
tour/activities within a
local framework and
flavour
✘ Generating respect
and appreciation for
the local customs,
history and people
Provoking curiosity,
thought and
encouraging personal
reflection
✘ Bringing the tour to
life by providing
opportunities for
learning and
participation
✘ Building a
relationship between
the tour groups and
the environment/focus
of the tour.
2.3 Use appropriate Equipment and https://drive.google.com/drive/u/0/folders/
equipment and 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
technology must
technology to deliver
embrace mobile and
the commentaries
fixed items and may
include:
✘ Microphone
including the use of
correct microphone
techniques in
conjunction with a
range of different
microphones
Megaphone
Laser pointers to
direct attention to the
focus of the
commentary
Sound systems
Lectern
Integrated audio-
visual systems.
Element 3: Respond to questions
3.1 Encourage Encourage questions https://drive.google.com/drive/u/0/folders/
questions from 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
may include:
customers
✘ Asking customers
to ask questions
✘ Demonstrating
willingness to answer
questions by the way
they are handled
Thanking
customers for asking
questions
Involving other
customers in the
question/answer
Inviting follow-up
and supplementary
questions
Encouraging the
tour guide to ask
questions of the tour
group members
Including the use of
humour, where
appropriate
Using appropriate
body language to
support the verbal

message regarding
encouragement of
questions.
3.2 Answer questions Answer questions may https://drive.google.com/drive/u/0/folders/
include:
✘ Using polite and
respectful language,
including the use of
humour, where
appropriate
✘ Providing a full and
honest answer,
including the absence
of fabrication of
answers
Ensuring that
personal opinion in an
answer is specifically
identified as such and
not offered as fact
Presenting answers
to individuals and/or
groups
Checking that the
response has
answered the question
to satisfaction of the
customer.
3.3 Follow-up on Follow-up on https://drive.google.com/drive/u/0/folders/
questions that 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
questions that cannot
cannot be answered
be answered may
at the time
include:
✘ Referring
customers to sources
that may provide the
relevant information at
the conclusion of the
tour
Asking if other tour
group members are
able to supply the
answer
✘ Making
arrangements to
research the question
and pass it on at a
later time/after the
tour.

Element 4: Modify scripted commentary in response to unexpected events
4.1 Amend the scripted Amend the scripted https://drive.google.com/drive/u/0/folders/
commentary as 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
commentary may
unexpected events
include:
demand
✘ Assessing whether
or not the scripted
commentary should be
modified
Omitting certain
information with a
focus on non-essential
or ‘nice to know’
information rather than
important or ‘must
know’ information
Speeding up the
pace of delivery
✘ Abandoning the
scripted commentary
✘ Limiting the number
of questions from
customers
✘ Delivering the
commentary without
the assistance of voice
projection/amplification
equipment and
systems
✘ Apologising to
customers, where
appropriate
Making
arrangements for
compensation, where
appropriate.
4.2 Factor in unexpected Unexpected events https://drive.google.com/drive/u/0/folders/
events into existing 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
may include:
and future standard
scripted Systems failure,
commentaries including technical and
equipment failure
✘ Injury, accident or
death
Adverse weather
conditions, including
the impact of adverse
weather conditions in
a near-by or
associated area
Inappropriate
customer behaviour
Unpredictable
animal behaviour
✘ Cultural
considerations
Sudden closures,
change of access
Closures of sites
and unannounced
restricted access to
traditional areas
Reassessment of
customer wants,
needs and/or
preferences while on
tour.
Verify by Signature
FR- D2.TTG.CL3.17
RECORDS OF PROVIDE ARRIVAL AND DEPARTURE ASSISTANCE

INSTRUCTIONS ACTIVIES AS RANGE
OF VARIABLE
Element 1: Provide assistance for arrival passengers
1.13 Check itinerary of Check itinerary of https://drive.google.com/drive/u/0/folders/
arriving passengers 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
arriving passengers
to identify and action may be related to:
alterations as
required ✘ Identifying names
and carriers of
incoming passengers
✘ Comparing known
itinerary against
known changes to
scheduled
transportation, such
as delays,
cancellations and re-
routing
Determining
whether or not
changes need to be
made to scheduled
transportation
Contacting carriers
to make appropriate
changes on behalf of
the passenger
Noting possible
options for changes to
scheduled
transportation to
present to passenger
1.14 Confirm transport Confirm transport https://drive.google.com/drive/u/0/folders/
arrangements, where 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
arrangements will
applicable include:
Contacting carrier
Verifying that
scheduled
transportation is
confirmed by date,
time and departure
destination.
1.15 Greet passengers Greet passengers https://drive.google.com/drive/u/0/folders/
may include:
Welcoming
passengers
Encouraging
feelings of goodwill

Building rapport
with the passengers
Employing
appropriate
interpersonal skills.
1.16 Provide local Provide local https://drive.google.com/drive/u/0/folders/
information to 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
information may
passengers include:
Supplying local
map and set of
tourism information
brochures and leaflets
Advising details of
transfers from the
terminal to the
accommodation venue
✘ Providing details
and arrangements
regarding sight-seeing
tours and side-trips
that are included as
part of the stop-over at
this destination
✘ Explaining the local
time, currency,
exchange rates and
money changing
facilities
Providing advice on
tipping and the
accommodation venue
Advising on the
layout of the local
area, the
accommodation venue
and the immediate
vicinity
✘ Providing an
overview of
destination information
✘ Providing verbal
advice regarding
specific needs, wants
and preferences
Advising
passengers of options
and making
suggestions.

1.17 Advise Advise passengers
passengers regarding regarding check-in
check-in procedures procedures may
at accommodation include:
venues, where
appropriate Providing venue
details and information
Explaining booking
details
Describing
documentation
required by the venue
at check-in in relation
to personal
identification and
security for the room
Describing details
of the check-in
process including
details of any pre-
registration that has
occurred
Issuing vouchers,
where applicable.
Accommodation may
include:
✘ Hotels, motels and
guest houses
✘ Resorts and bed
and breakfast
providers
Caravan parks and
camping grounds.
1.18 Direct passengers Transport location https://drive.google.com/drive/u/0/folders/
to appropriate 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
may include:
transport location for
transfer Airports
✘ Bus and coach
terminals
Taxi ranks/stands
Train stations
Shipping ports.
1.19 Use terminal Terminal facilities may
facilities to assist in include:
meeting arriving
passengers Public address

systems
Airside access
Designated group
meeting areas
Internal
communication
systems between
terminal and parking
facilities.
1.20 Record passenger Record passenger
arrivals and other arrivals may include:
comments
Using internally
generated
documentation, such
as an Arrivals List, to
verify actual arrival of
passenger
Noting time of
arrival, where required
Recording
passengers who do
not arrive as a No
Show
Including details of
reason for No Show,
where known
Noting
accompanying
baggage for each
passenger, where
required.
1.21 Facilitate Facilitate movement of https://drive.google.com/drive/u/0/folders/
movement of 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
baggage may include:
baggage from
terminal to meet ✘ Establishing
passenger needs transport
arrangements for
baggage
Supervising the
movement of baggage
Matching
movement of baggage
to locations in
accordance with
schedules/passenger
movement
Using checking
procedures to ensure
the correct baggage is
transported for the
appropriate
passenger, including
baggage tagging and
recording.
1.22 Follow lost Follow lost baggage
baggage procedures, procedures may
where required include:
Recording details
and description of
baggage claimed to
have been lost
Capturing details of
the passenger,
including their next
destination, duration
at that location and
immediate ongoing
itinerary
Conducting
immediate search for
the baggage
Notifying other staff
to involve them in the
baggage search
Apologising to
passenger
Providing
passenger with host
enterprise on-the-spot
compensation, where
applicable
Advising passenger
regarding claims
procedure against the
company
Advising passenger
regarding insurance
claims, where
applicable
Advising passenger
regarding applicable
terms and conditions
Comforting
passenger.
1.23 Liaise with staff Liaise with staff from
from other other businesses may
businesses to
facilitate passenger include:
arrival at, and use of,
their products and Notifying other
services businesses that
passengers have
arrived at the terminal
and/or that they have
departed the terminal
en route to their
business
✘ Providing group
details as appropriate
for individual business
types, which may
include names,
numbers, age, profile,
identified issues and
requirements,
baggage, time
restrictions, and
confirmation of
payment/deposits
already made.
Element 2: Provide assistance for departure customers

2.4 Check itinerary of Check itinerary of https://drive.google.com/drive/u/0/folders/
departing 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
departing passengers
passengers to may include:
identify and action
alterations as ✘ Identifying names
required of departing
passengers and
carriers
✘ Comparing known
itinerary against
known changes to
scheduled
transportation
arrangements, such
as delays,
cancellations, re-
routing
Determining
whether or not
changes need to be
made to scheduled
transportation
Contacting carriers
to make appropriate
changes on behalf of
the passenger
Noting possible
options for changes to
scheduled
transportation to
present to passenger
Confirming with
carriers that
scheduled
transportation
arrangements still
apply and are ‘good to
go’.
2.5 Organise the Organise the https://drive.google.com/drive/u/0/folders/
departure of 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
departure of
passengers from passengers from their
their location location may include:
Advising
passengers of pick-up
time for transfer from
the accommodation
venue, or other
location
Specifying the
exact pick-up point
✘ Explaining personal
identification needed
for the transfer
✘ Liaising with the
venue to minimise
disruption to their
standard operating
procedures, including
arrangements for pre-
payment of stay to
speed up check-out,
payment of
outstanding charges
by tour captain rather
than individual
passengers,
scheduling the
transfer at a time that
does not coincide with
a busy time at the
venue and if
necessary, using
agency staff to assist
with procedures such
as baggage handling
Advising
passengers to

undertake standard
departure checks,
such as returning
room keys, checking
to ensure no items left
in rooms, recovering
items left in safety
deposit boxes,
checking to make sure
they have tickets,
passports and visas.
2.6 Verify departing Verify departing https://drive.google.com/drive/u/0/folders/
passengers using a 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
passengers may
departures list include:
✘ Checking departing
passengers against
documentation, such
as a Departures List
and/or Passenger
Manifests
✘ Confirming the
identity of departing
passengers
✘ Checking the
documentation of
✘ Passing on
information regarding
changes made to
scheduled itinerary,
including the reasons
for those changes and
the knock-on impacts,
if any, those changes
will have to other
itinerary arrangements
✘ Confirming
baggage details.
2.7 Facilitate movement Facilitate movement https://drive.google.com/drive/u/0/folders/
of baggage from 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
of baggage from
departing passenger departing passenger
location to terminal location to terminal
may include:
✘ Advising
passengers of details
in relation to their
baggage for
transportation/transfer,
including identification,
security, maximum
allowable and weight
limitations
✘ Identifying the
location where
baggage is to be
placed for pick-up
Making
arrangements with
baggage carriers
Making payments,
as applicable
Encouraging
passengers to check
rooms to ensure no
baggage is left behind
Making physical
inspections of sites to
check for baggage
Using bag tags to
identify baggage by
passenger.
2.8 Advise departing Advise departing https://drive.google.com/drive/u/0/folders/
passengers 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
passengers may
regarding legal and include:
other procedures
applying to their ✘ Providing
departure information regarding
departure and other
similar host country
government
requirements
✘ Assisting
passengers in relation
to their duty free
entitlements and other
arrangements, such
as claiming back the
Goods and Services
Tax (GST) for monies
spent within the
country
✘ Assisting with
advice in relation to
completing out-going
passenger cards and
general procedures
applicable at the
terminal
Describing security
related requirements,
including restrictions
on items that may be
packed and carried
Providing
information and advice
regarding their next
destination
2.9 Solicit feedback from Feedback from https://drive.google.com/drive/u/0/folders/
departing guests on 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
departing guests may
products and include:
services
✘ Verbal or written
feedback
✘ Formal and
informal feedback
Notifying
passengers of post
tour options for
providing feedback.
2.10 Facilitate check-in Facilitate check-in of https://drive.google.com/drive/u/0/folders/
of departing 11NL9RSWq8bCMvXZ_uROeggVCS9v-85jz
passengers at the may include:
terminal
✘ Organising terminal
facilities to support
efficient group
departure, including
arranging for extra
staff such as
interpreters, sufficient
trolleys, putting
barriers and tapes in
place to create
appropriate lane
marking and meeting
spaces/areas for
incoming group
transfers for check-in
prior to departure
Notifying carriers of
verification of
passenger details
based on data
captured during
transfer from
accommodation to
terminal
✘ Pre-preparing
departure
documentation and
procedures to the
greatest extent
possible prior to
check-in of departing
passengers
Verifying with
passengers that they
have, or have
completed, the
required
documentation to
facilitate their
departure
Verifying and
assisting passengers
in complying with host
country or carrier
departure
requirements.
Verify by Signature

Workbook Kepemanduan Wisata Joana Aprilia Olo Mau

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Workbook Kepemanduan Wisata Joana Aprilia Olo Mau

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WORKBOOK

PROGRAM UP & RE SKILLING GURU SMK-UPW

KLASTER PEMANDUAN WISATA

NAMA : JOANA APRILIA OLO MAU, S.Par

LSP P2 BBPPMPV Bisnis dan Pariwisata

Ada beberapa komponen dari buku kerja ini, yaitu:

● Daftar unit-unit kompetensi

● Form rekaman setiap unit kompetensi.

● Verifikasi oleh mentor atau supervisor di industri

LSP P2 BBPPMPV Bisnis dan Pariwisata

STEPS/ELEMENTS AND RECORDS OF ACTIVIES AS RANGE OF NOTES

1.3 Use active listening and https://drive.google.com/

1.5 Complete routine Workplace documentation may include:

Meet both internal https://drive.google.com/

2.1 Assist to resolve https://drive.google.com/

3.5 Identify, https://drive.google.com/

1.2 Take into Cultural differences https://drive.google.com/drive/u/0/folders/

1.4 Obtain assistance Assistance may

Element 2: Deal with cross cultural Misunderstandings

2.1 Identify issues which Issues which may

2.2 Address difficulties https://drive.google.com/drive/u/0/folders/

2.4 Make efforts to Misunderstandings

LSP P2 BBPPMPV Bisnis dan Pariwisata

STEPS/ RECORDS OF ACTIVIES NOTES

How did your shift go?

Is there anything I need

Providing advice on the

1.3 Talk about a

Thank you for staying

Sorry I didn’t catch

Sorry I missed that

Can you go over

Seeking clarification, e.g.

You would like me

3.2 Thank the

LSP P2 BBPPMPV Bisnis dan Pariwisata

4.2 Exceptions to routine

LSP P2 BBPPMPV Bisnis dan Pariwisata

4.3 Ways to make

STEPS/ELEMENTS RECORDS OF NOTES

Child sex tourism

1.2 Describe the Impact of child

LSP P2 BBPPMPV Bisnis dan Pariwisata

 Impact on the hotel

1.3 Identify Suspicious behaviours https://drive.google.com/drive/u/0/folders/

Tourist being very

2.3 Identify Reporting

Local and national

LSP P2 BBPPMPV Bisnis dan Pariwisata

STEPS/ELEMENTS RECORDS OF NOTES

LSP P2 BBPPMPV Bisnis dan Pariwisata

1.3 Identify and Groups relates to https://drive.google.com/drive/u/0/folders/

LSP P2 BBPPMPV Bisnis dan Pariwisata

1.6 List the Characteristics of a https://drive.google.com/drive/u/0/folders/

LSP P2 BBPPMPV Bisnis dan Pariwisata

1.7 Describe tour Tour guiding https://drive.google.com/drive/u/0/folders/

LSP P2 BBPPMPV Bisnis dan Pariwisata

Element 2: Develop guiding skills and knowledge

LSP P2 BBPPMPV Bisnis dan Pariwisata

LSP P2 BBPPMPV Bisnis dan Pariwisata

LSP P2 BBPPMPV Bisnis dan Pariwisata

LSP P2 BBPPMPV Bisnis dan Pariwisata

LSP P2 BBPPMPV Bisnis dan Pariwisata