UNIT 1: Getting to know you.

1) What is a tour manager… I mean tour guides.

Tour guide Tour manager

An expert who shows visitors around Organizes and accompanies visitor on
topics of interest in an area. tours around topics of interest in an area.

Called a tour director or tour conductor

and referred to as TM for short

Have a little bit more specific knowledge Do bit more administration

Who is in charge on short tours (less than Who is in charge on long torus ( over one
a day) day)
Specific knowledge General knowledge
A license is required Don’t need much license , employ tour
guide

Meet the crew

Tour driver:
+ Drive the transport you’ll be ferrying your group around in
+ Have clear divisions with TM when they work together
+ Pass the duty of TM
+ Develop outstanding rapport with guests

Mobile cook:
+ will usually bring most of their food with them
+ cheaper ingredients to buy for the cook, bring them to cook
+ clean up the mess, sleep on the bus all day ( no responsibility for the group_

Reps:

+ Hotel staff work for a specific hotel

+ work for larger travel companies and are based at specific hotels
 + a liaison between staff and guests
+ use their muscle, cook, clean, bartend, scrub toilets
+ do a couple of hours a day
+ have a hangover because part of their job is to socialize
+ become like your family to you

Local guide:
+ independent contractors or they work for a sub-con-tractor
+ conduct local day tours or have specific expertise
+ “step on” the bus and conducts the tours.
+ provide a direct route to tour guide

Tour Types

Tour types I Features Duration Responsibility of TG Characteristic

Site tours 30 minutes or half a day Have little responsibilities. don’t Stay at the site
need to conduct the tour

Expected to be a specialist on the

subject described
Half Day Tour 4 hours in the morning or Point out areas of interest as A rolling tour
afternoon driving by pick up location
some tours just have a few
stops
Full day tours 8 hours tour with a lunch Conduct the tour Lunch can be included or at
stop the guest’s expense
Multi-day tours Over multiple days Management responsibilities Include accommodation and
come into play transportation

Responsible for everything Can be made up of affinity of

(checking, verifying, looking after speculative groups of people
luggage)

Sometimes, accompanied with

TM
2) the different faces of a tour guide
Many different roles

The party hardy guide

+ public view of being the guide
+ the one projected by the industry, training schools, and get quick rich schemes.
+ function you will be judged on and tipped on – if all goes well
+ interaction with the members of your tour
+ must always be in control -> follow what you suggest
+ lead group, impart words, move on. Find lost and late people , Show your group the best
places to enjoy. Be able to have fun yourself
+ be related to “surface” activities

The personal assistant

+ The tour manager is the personal assistant for the entire group
+ Take matters guests don’t notice
+ be off paying for the entry tickers

The administrator
+ The detail and complexity of the tour manger’s duties vary greatly from job to job
+ Following up and confirming the information once the tour stats and updating changed
information.
+ Charge on meals, prior coordination (celiac, halal and kosher)

The expert
+ Have a specific knowledge of an area. A perceived expert, be knowledgeable on the subject
+ Be usually asked.
+ It’s ok to say you don’t know something.
+ expand that knowledge to improve your tours
The local
+ be practically a local

+ find the best places for your group

+ ask other tour guides that you work with
+ find out pre-tour are the locations of the stuff you’re visiting

The friend
+ have a personality and enjoy socializing with people
+ Have to remember every single person’s name and treat all of them with warmth, compassion and
interest
+ be treated as a lifeline and companion, a measure distance
+ have some that take things farther than they should.

Specialist response group (SRG)

+ Skills and tasks that you will pray for not being called upon, be aware
+ be prepared across a wide spectrum of possible emergencies

+ knowing in the local area, initiate any action that may be required
+ take action in a manner that does not disrupt the rest of the group
+ expect to be trained in advanced first aid

A day in the life of tour manager

+ write the schedule up for a new tour manager -> tourists needed to do each day and
where they needed to be when

3) Is there a Tour Guide in you?

Qualifications
+ Do not need any formal qualifications in most places in the world to be a tour guide.
+ Some of skills required to be a tour guide
o Well-traveled
o Hospitality experience (relating with suppliers, customer service skills)
o Acting (confident speeches and spiels)
 o Expertise in tour subject (as above)

+ Some professions will help you considerably when you first start
o Teacher (crowd control)
o Historian (dates and numbers)
o Marketing & communications (sales and public speaking)
o Tourism degree (relating to tourists)

Personality
+ Need to be an extrovert, outgoing person
+ Be confident, expressive, and sociable.
+ Everyone has a bit of extrovert in them.

An introvert can be a great tour guide.

+ Need to find part of them that is outgoing.
+ Be able to find 20% extrovert

Are you an ESFP

+ ESFP means ( extroverted, sensitive, feeling, perceiving)
+ having very strong interpersonal skills, resourceful spontaneous, and outgoing

Personal characteristics
Characteristics Description
Time sensitive A good sense of time, punctual, and can
stick to a schedule
Professional Capable of creating a great professional
first impression
Patience Have to repeat yourself often, people will at
times not listen and you will have to wait
on them
Memory Have a good memory of details
Budgeting Money management skills will help make
sure that you have enough on hand to pay
what you need
Can tally the receipts at the end of the day
to claim back personal expenses
 Organization Need to know in advance
Be thinking several activities ahead.
Tactful Walk that fine line so they don’t offend
Assertive Create a friendly atmosphere while
maintaining control of the group
Projection A pleasant speaking voice , can be heard all
Pacing Determine the proper pace for the group,
both in the walking speed and the rate the
speech
Knowledge Need to know more than their clients about
the tours
Quick thinking Respond to unexpected situations quickly
and effectively.
Intuitive Seem to know what a guest is thinking or
will want
Passion Love and be inspired , have enthusiasm
Interactive Encourages interaction from tour members
Flexible Get the group back on track.
Ethical Look after the company’s interest and the
interests of the guest
Multi-tasking Being able to wear many hats, switching
perfectly
Prepared Be prepared for multiple situations
Humor Get a guide tour get well with absolute
strangers, help diffuse and relax in difficult
situation
JOATMOO Jack of all trades and a master of one
Someone able to handle any job that did
not need the expert touch of a master
a well-rounded background -> needed
before you could become a tour guide

Optional Activity: your personal development plan ( bài tập hướng dẫn
không lý thuyết )

So what Does it really take to be a tour guide?

+ Need to study to be a tour guide
+ Know about the are you are touring -> Using google
+ Know the basics of industry
+ All you need is practice
Part IV: MARKET YOURSELF

I. The Marketing Plan

1. The Importance of Having a Plan

 to expand the online and local marketing , your marketing plan will guide you in integrating
all of your marketing efforts
 finding new clients finding better ways to serve your existing clients

2. SWOT

· Strengths

· Weaknesses

· Opportunities

· Threats

3. USP (Unique Selling Point)

- The Unique Selling Point: a summary of what makes you different from everyone else.

Theodore levitt - a professor at Harvard Business School and an editor of the Harvard Business:
“Differentiation is one of the most important strategic and tactical activities in which companies must
constantly engage’’

4. Marketing plan layout: Create a plan: Executive – Business objectives – Current market analysis
– Target market – Marketing key strategies and tactics – budget – Timing – Evaluation

5. Offline Marketing: Hotels, travel agencies, fam tours or Famil tour ( Familiarization tours),
Volunteer, Join a tourism organization, Community newsletter/ Newspaper, Referrals, a word about
TV and radio

III. Online Marketing

Online marketing: really cheap,email,

 No cost extra: facebook, blogging, instagram, youtube, tour guide websites.

A survey shows
90% of people searching on the net look at the first page.

-> Get yourself noticed on the first page

Example: The outer space

Search on google, see hundreds of thousands of results with Virgin Galactic at number one!
The search engine process

A bit complex in googles’ execution.

Two terms need to focus: Backlinks and Search Engine Optimization (SEO)

Backlinks:

+ How it can help

Don’t know how they are calculated.

But that links to you is a vote for you.

The more votes, the higher the page rank in google

Bloggers and news sites don’t mind using their article if we back link to them. => Introduction on
other websites.

+ The aim:

Get onto the top page of Google search

Get the top as it is most people bother reading.

+ The benefit

Can be seen as an endorsement.

Some endorsements are better than others.

Links can be the same with a similar topic. -> Some of that site’s authority rubs off on you.

Generally:

The higher the Page Rank, the more valuable

How to get your site linked

+ Swap

How to swap:Talking to the owners of other sites and asking if they would mind linking to you.

Ask to make guest posts on other people’s websites or comment in forums on particular topics.

SEO:

Definition: The process of optimizing your website so that it is more attractive to Google

Why should we do SEO:

Google will look at your website, determine its suitability.

Google looks at a number of things: headers, bold text, italics, times of particular keyword

How to make Google impressed:

Here are a few tips to attract google.

1) Google likes fresh content

2) Google will know what your page is if you say

3) Label any photos that you put on your pages

4) Think about what people are searching for

3. Spending a bit more

Pay Per Click(PPC): is a form of marketing where link to your website are placed on other web pages
and above the search results on search engines.Pay a premium, everyone clicks on the link and goes
to your page.Have much visibility with search engines, get much noticed

· Upgrading Your Website

A few Options, but it has its own plus and minus.

1) Hire a website design company

2) Hire a local freelancer

3) Hire an international freelancer

4) Design and build something yourself from a template

4. Bringing It All Together: All Road Leads to Your Websites

 Get a little help from your friend

 Give advice for free

Part V: THE TRICKY STUFF

15. Lead and Control Large Group

Leadership: is the process by which you influence and inspire others to achieve the goals you
have set for the tour. Become a leader include common traits: honesty, a sense of humor, a
positive attitude, confidence, and enthusiasm.

Encourage Positive Social Dynamics

Discourage Competition.
 Be aware of gossip.

Your bus is a tool. Use it!

The day sheet

16. Guiding away from home

What to Pack:

1. A Portable Washing Line

2. Lots of underwear

3. Extra Power Adapters

4. A small power bar

5. A power bank

6. Icebreaker games

7. Medicine kit

8. Music

9. Look at where you will going

Other things to consider

1. Get an online storage account

2. Create an excercise program

3. Get a fb account

17. Dealing with problems:

Complaints:

 Listen to it, ask questions, root the problems

 If legitimate, take ownerships of fixing it
 If legitimate, stand your ground
 Must not disadvantageous to your other clients

Aggressive clients:

 Bully: protect, making sure your clients are not being harassed
 Aggressive complainer: use customer service skill, make them know it is unacceptable
 Aggressive drunk: ask to calm down, wait for them to sober
 When someone gets lost

 Get contact numbers first, provide location of hotels

 Let other passengers what’s going on, ask people if they have seen them

Lost passports and visas:assist them in contacting local authorities and provide support in reporting
the incident. A police report will be needed, then visit nearest consulate

Theft and scams: tell clients don’t carry unnecessary amounts of cash or expensive toys, tell the
group if they are going off on their own, should be wary of any stranger

Transport delay and hotel overbooking:

 Transport delay:
 First, make it very clear to the clients that you (tour guide) are in the same position as them
and doing everything possible to fix the problem.
 Next, it depends on where you are and your timeframes. If the bus takes one hour to be
repaired, you can probably wait. If it take longer, perhaps you can find alternative transport
(public bus or walk to the nearest train)
 In all options, consult with your driver (expert on transport); ring the head office to let them
know what happened and receive authorization.
 Hotel overbooking:
 First, call your office because they might have contacts in the area.
 Put some pressure on the hotel that had the problem, it will make the hotel start looking really
hard for the replacement accommodation.

Death and mojor tragedy

 Tour will have to continue

 Help the family, care for other passengers
 Accidents: look after the tourists if they are in hospital
 Critical injuries or death: be terminated, send other passengers home
 report issues to head office
 talk to your clients with compassion
 Speak to insurance company

SBA: Small Business Administration

SWOT:Srengths, Weaknesses, Opportunities, And Threats

SMART: Specific. ,Measurable,Achievable.Realistic, Timed

USP: Unique Selling Point

SEO: Search Engine Optimization : is the process of optimizing your website so that it is more
attractive to goodle
PPC: Pay Per Click: is a form of marketing where link to your website are placed on other web pages
and above the search results on search engines

CPC: Cost Per Click

SME: Subject Matter Expert

ESFP: Extroverted,Sensitive,Feeling,Perceiving

JOATMOO: Jack Of All Trade And A Master Of One

RATER: Reliability,Assurance,Tangibles,Empathy,And Responsiveness

OCR: Optical Character Recognition

CREST strands for Currency , Road , Entertainment , Sightseeing and shopping , Transport and
telephones

FOC : Free Of Charge

MBTI: Myers-Brings Type Indicator

 UNIT 2: LEARNING THE ROPES
4) Essentials of a good Tour manager
Customer Service
+ Complex topic because it deals with human responses across wide range of circumstances
How to make Raving fans B Translation procedure

Know what your organization will and won’t do

+ Knowing what is an appropriate level of customer service for your job
+ Need to have minimum service standards
+ Need to maximum service standards
Discover what your customers want
+ Asking your customers
+ Give your customers a feedback slips to fill out

Give more than your customers expect

+ Implement and improve systems, procedures and policies in order to deliver a little more
+ “Plus one percent service “
+ giving value (

Delivering knock your socks off service

Know when to break the rules
+ Red rules: never bent or broken
+ Blue rules: may have circumstances when they can be bent
+ It’s up to you to determine if the situation warrants the bending of a rule
Establish a professional image with RATER
+ RATER: Reliability, Assurance, Tangibles, empathy, and responsiveness
Reliability: Provide what was promised – dependently and accurately
Assurance: Ability to convey trust, competence, and confidence; deliver a great presentation and to
demonstrate that you are a subject matter expert
Tangibles: make a good first impression and rely heavily on your personal appearance
Empathy: Showing you understand there is a problem form the customer’s view point
Responsiveness: Look after guest needs

Subject matter expert:

How to learn the big stuff you can’t do without
+ Do a dry run (absolute basics: layout, staff and price of entry)
+ Do a tour (learn from other expert)
+ Google ( Wikipedia… )
+ Read the travel guides
How to learn the small stuff that really makes a difference
+ Being a local
+ Talk to the local, shopkeepers
+ Could also speak to the staff of the museums
+ Hear “Grand[a” stories

Spiels and Delivery

The opening spiel
+ Your introduction to the group, will set your personality in the group’s minds
+ Must let your group know of any rules that need to be followed, as well as what they can
expect during the tour
+ Set the tone for the tour
+ try to bring an enthusiasm to your spiel
+ Remember to introduce yourself
Multi-day opening spiels
+ Present the chance of a couple of extra items you wouldn’t put in spiels for shorter tours
General spieling
+ The speech that the tour guide gives during the trip
+ a part actor, part teacher, part comedian
Additional spieling tips
+ Keep it interesting
+ Don’t wear sunglasses
+ Always face your group
+ Never have your back to the sun when talking
+ Don’t read off notes
+ Draw a blank, your guest has no idea
+ If you draw a blank, asks your guests for their opinion
Closing Spiels
+ Almost as important as your tip spiel
+ Remind them of what a great tour they’ve just had.
+ Remind the great activities they’ve done with
+ Mentioning that you have other tours you offer, asking for recommendations to friends, or
asking people to post their photos to Facebook and tag you in them.
+ always end with thank you

But wait, There’s more

Head counts
+ counting the heads of each and every person on tour
+ don’t want to leave people behind accidentally
+ warm and fuzzy one -> professional of yourself
+ make sure that everyone on your bus belongs there
Practice
+ The more the better
+ doing something fun

Switch on
+ be constantly alert, constantly on your “A”
+ When plans change, you can react
+ need to be switched on always
Personality
+ Being human enough to get excited and expressive about things
+ Create memories and memories are what people are truly searching for
+ Don’t try and fake personality
Add value
+ a staple of any good tour guide
+ Give a guest a little more than what they expected
+ People now expected gifts
+ Ex: buy a group a bottle of water when the sun is reaching

5) Public speaking
Overcoming anxiety
Working out what it is, exactly that you’re afraid of
+ an irrational fear
+ remember with your group is always on your side.
+ Apply rational thinking to your fears and they will become much more manageable
Be prepared
+ make sure you know your subject matter and have done your search
+ Try learning more about your subject matter.
Practice
+ To overcome performance anxiety
+ pre-prepared informational talks (spiels)
+ practice speaking about your subject many times
Take your time
Embrace the Audience
+ Treat your audience like you would do with your friends
+ make eye contact
+ They are on your side, not against you
 First impression
+ 90% of the first impression that you make will be based on your physical appearance
+ Judgement will be based on how professional you look
+ Set the benchmark in customer mind
Personal dress
+ appear professional
+ Carry a clipboard when you first start out
Personal Grooming
+ Must be top notch: hair well groomed , nose hair, showered, scrubbed
+ Bring a second shirt
Act the Part
+ Being well prepared, being an SME
+ knowing how to dress and present well is half the battel.

Word use
+ Avoid slang no matter how well it is accepted locally.
+ Avoid vulgarities
+ Avoid category, avoid the word, avoid the Word “um” and similar stalling words
+ repeated use can become incredibly annoying
+ become aware of any words that you use often
+ Try to keep your delivery natural, but varied

Accents and Cross Cultural conversations

+ Make sure they can understand you
+ have a strong accent, talk clearly and slowly
+ need to be careful of the speech at which you speak

Your performance
Project your voice
+ To carry across a crowd of people
+ Not shout but want everyone to be able to hear you
+ More air means more projection when it comes out

Avoid distractions
+ You create and distractions in the area
+ Can be visual or noise related (busy loud streets)
Join a club
+ Joining a Drama club or class
+ Ways to get some free instructions on how to act.
Practice
Make use of your environment

Microphones an PA systems
+ Experiment with how far away from your mouth your mike needs to be
+ Be careful of words starting with “p” and “s” which tend to pop
+ be careful of ugly squeal you sometimes hear from loud speakers
+ stand rather than sit when talking
+ Point above, consider asking the first seat on the side opposite the driver be kept free if you’r going to
spieling a lot
+ Give the benefit for people in the front

Respect Others ( xử lý tình huống)

Asking for tips
+ People do not like to be pressured into giving a tip
+ A sour taste in their mouths and you ‘ll lose any repeat business you might have received.
+ Method of asking for tips: ( reading books for more information, phầ n này cũ ng kiểu là cá ch xin
tiền nên dẹp đi)
+ will handle differently

Create memories
+ it is about the experience
+ help create a highly positive memory of the tour your clients are doing.
6) For love or money
How to earn money as a tour guide
Tipping
+ A number of factors:
The first is the quality of service, the value that the guest perceives the tour to be
The duration of the tour
The guest – what can they afford and how generous they are feeling
+ Some companies may have very strict rules about tipping
Wages
+ obvious source of income for a tour guide
+ an employee of a company will receive some sort of wage
+ small but something
Commission and kickbacks
+ earned when you “upsell” on your tour or the guest buys something extra from you
+ kickbacks be earned in a number of ways - a store gives you a percentage of what a customer
spends
+ Kickback has been more negative image than commission, be careful with -> some places use high
pressure methods to sell questionable goods -> affect your tip

Dealing with agencies and group bookings

+ Travel agencies will earn a commission when they refer a client to you.
+ Your rate will be wary that your rates will be locked in for a set period.
+ The group booking will liaise with the representative and the representatives will liaise with you

So what could I potentially earn

+ There is a chance that you may not earn anything from tour guiding
+ In a slow year: you might only work 60 days
+ In a booming season: The maximum you can work will be around 150 days
+ It can get either hot or cold or wet for tourists
+ working in a country with a high price of living may mean your tips are higher , your wage
is higher , providing tours to wealthy groups of people mean your tips are higher

+ look up the minimum wage in the country that you want to work with
+ Top tier tour companies: an average of $1000 a day
+ less experienced tour In top tier tour companies: $400 a day
+ Top tier earns from many sources, except wages

UNIT 3: YOUR FIRST TOUR

7) Find the idea (chủ yếu là thực hành )
8) Turn the idea into reality ( chủ yếu là thực hành)
9) Pricing your tour
Who are your customers?
+ A large factor in how much you can charge for your tours
+ Where the customer comes from will matter

How much perceived value do you have?

+ High quality marketing material
+ experience of guide
+ Your ability to speak the customer’s native tongue
+ Quality of transportation
+ Reviews

How to Calculate your tour price?

+ Step 1: How much do you want to earn
+ Step 2: Maximum Price
+ step 3: Minimum Price
+ step 4: set a price
+ Step 5: Work our your minimum number of clients

Seasonal pricing
+ The concept that the price you charge for your tour can vary depending on demand, and
demand can vary depending on the time at which a tour operates.
 + Different hours of the day, days of the week, and weeks of the year will be more popular
than others, and people are willing to pay a premium for tours within these times
+ Example: High season and Low season -> the cost of hotel months double

10) Freelancing
What is a Freelancer?
+ A freelancer is someone that is self-employed, they have created and are running their
own tours
+ Who works for a variety of different tour companies as an independent contractor
+ Take control of your destiny. Set the schedule, selects which clients you will work for,
signs your tours

Should you Freelance?

Disadvantages of being a freelancer
o Responsible for all overhead costs.
o Responsible for all logistics
o Lack of health benefits
o You’ll have to employ other people if you grow large enough
o Lack of income security
o Fully responsible for marketing activities
o The money earned pay for the hours you are working without guests
o Must carry our own liability insurance
o Locations to work are limited

+ The biggest disadvantage: To get your own clients

Benefits of freelancing
o Build your business as your reputation grows
o Select the areas you want to specialize in
o Your specialization can lead you to be seen as an expert
o Build a clientele that is diverse
o Adjust your life priorities
o No office politics that affect
o No overbearing boss that tries to control you
o Cash in hand
o All profit you make, you keep
 Dealing with Growth
The legal side
+ The sole proprietor -> now considered an employer and will be responsible for reporting
earnings of your employees and withholding taxes from their earning s
+ A partnership -> the same of the sole proprietor but there is more than one owner
The partnership must be registered and profits or losses are split between the
owners who then declare on individual income taxes
+ A corporation: a legal “being”, exists on its own, separate from the others
+ The demonstration to open a business:
o Search online
o Fill out
o Pay your filing fee
o Print out a PDF
The operational side
+ an expanded freelance business the same as when you were doing it yourself.
+ A chance of doing less tours and performing more of an overseer position instead
+ Now responsible for employees

11) Working for a tour agency

First impressions count!
+ Dress to impress
+ An industry relies on this very thing to impress its clients on tour
+ Send in your resume in advance before you meet anyone in the company ‘s offering and
be come knowledgeable about each program before you go in
+ show your traits: SME, customer service skills, and presentation skills

Relevant experience counts!

+ Employers look for certain skill sets or previous jobs
+ Lead off your experience as a freelancer or as a volunteer
+ Describe what the tours were about and tother tails that hightlight your skills.
 Related Fields Count!
Teaching
+ an indication of potential success in tour guiding
+ Basic crowd control is the most critical task

History
+ another well accepted profession in tour guiding
+ Very strong on dates and numbers, a staple requirement of being a tour guide
+ Be passionate about their field and very keen to pass that knowledge on

Marketing
+ Bring their sales and public speaking abilities to a tour guide skillset
+ The knowledge you bring of the human personality and psyche
+ Ability to wordsmith even the worst day bright and shiny will be highly valued

Tourism
+ look at favorably
+ Know about customer service
+ Used to terminology as a tour guide
+ Be highly valued because getting a good handle
Acting
+ have the ability to project themselves and adapt to ever-changing roles
+ Your spiel will be captivating and you can put on a show when required

Hospitality
+ Understand customer relations and understand the concept of hard work

Other backgrounds
+ Travel

+ Public speaking
+ being an expert
+ involvement in community projects
+ If your local jurisdiction has a licensing requirement to being a tour guide and it is
withing your grasp, get one.

UNIT 4: MARKET YOURSELF

I. The Marketing Plan
1. The Importance of Having a Plan

 to expand the online and local marketing , your marketing plan will guide you in integrating
all of your marketing efforts
 finding new clients finding better ways to serve your existing clients

2. SWOT

· Strengths

· Weaknesses

· Opportunities

· Threats

3. USP (Unique Selling Point)

- The Unique Selling Point: a summary of what makes you different from everyone else.

Theodore levitt - a professor at Harvard Business School and an editor of the Harvard Business:
“Differentiation is one of the most important strategic and tactical activities in which companies must
constantly engage’’

4. Marketing plan layout: Create a plan: Executive – Business objectives – Current market analysis –
Target market – Marketing key strategies and tactics – budget – Timing – Evaluation

5. Offline Marketing: Hotels, travel agencies, fam tours or Famil tour ( Familiarization tours),
Volunteer, Join a tourism organization, Community newsletter/ Newspaper, Referrals, a word about
TV and radio

III. Online Marketing

Online marketing: really cheap,email,

 No cost extra: facebook, blogging, instagram, youtube, tour guide websites.

A survey shows
90% of people searching on the net look at the first page.

-> Get yourself noticed on the first page

Example: The outer space

Search on google, see hundreds of thousands of results with Virgin Galactic at number one!

The search engine process

A bit complex in googles’ execution.

Two terms need to focus: Backlinks and Search Engine Optimization (SEO)

Backlinks:

+ How it can help

Don’t know how they are calculated.

But that links to you is a vote for you.

The more votes, the higher the page rank in google

Bloggers and news sites don’t mind using their article if we back link to them. => Introduction on
other websites.

+ The aim:

Get onto the top page of Google search

Get the top as it is most people bother reading.

+ The benefit

Can be seen as an endorsement.

Some endorsements are better than others.

Links can be the same with a similar topic. -> Some of that site’s authority rubs off on you.

Generally:

The higher the Page Rank, the more valuable

How to get your site linked

+ Swap

How to swap:Talking to the owners of other sites and asking if they would mind linking to you.
Ask to make guest posts on other people’s websites or comment in forums on particular topics.

SEO:

Definition: The process of optimizing your website so that it is more attractive to Google

Why should we do SEO:

Google will look at your website, determine its suitability.

Google looks at a number of things: headers, bold text, italics, times of particular keyword

How to make Google impressed:

Here are a few tips to attract google.

1) Google likes fresh content

2) Google will know what your page is if you say

3) Label any photos that you put on your pages

4) Think about what people are searching for

3. Spending a bit more

Pay Per Click(PPC): is a form of marketing where link to your website are placed on other web pages
and above the search results on search engines.Pay a premium, everyone clicks on the link and goes
to your page.Have much visibility with search engines, get much noticed

· Upgrading Your Website

A few Options, but it has its own plus and minus.

1) Hire a website design company

2) Hire a local freelancer

3) Hire an international freelancer

4) Design and build something yourself from a template

4. Bringing It All Together: All Road Leads to Your Websites

 Get a little help from your friend

 Give advice for free
 UNIT 5: THE TRICKY STUFF
15. Lead and Control Large Group
Leadership: is the process by which you influence and inspire others to achieve the goals you
have set for the tour. Become a leader include common traits: honesty, a sense of humor, a
positive attitude, confidence, and enthusiasm.

Encourage Positive Social Dynamics

Discourage Competition.

Be aware of gossip.

Your bus is a tool. Use it!

The day sheet

16. Guiding away from home

What to Pack:

1. A Portable Washing Line

2. Lots of underwear

3. Extra Power Adapters

4. A small power bar

5. A power bank

6. Icebreaker games

7. Medicine kit

8. Music

9. Look at where you will going

Other things to consider

1. Get an online storage account

2. Create an excercise program

3. Get a fb account
 17. Dealing with problems:
Complaints:

 Listen to it, ask questions, root the problems

 If legitimate, take ownerships of fixing it
 If legitimate, stand your ground
 Must not disadvantageous to your other clients

Aggressive clients:

 Bully: protect, making sure your clients are not being harassed
 Aggressive complainer: use customer service skill, make them know it is unacceptable
 Aggressive drunk: ask to calm down, wait for them to sober

When someone gets lost

 Get contact numbers first, provide location of hotels

 Let other passengers what’s going on, ask people if they have seen them

Lost passports and visas:assist them in contacting local authorities and provide support in reporting
the incident. A police report will be needed, then visit nearest consulate

Theft and scams: tell clients don’t carry unnecessary amounts of cash or expensive toys, tell the
group if they are going off on their own, should be wary of any stranger

Transport delay and hotel overbooking:

 Transport delay:
 First, make it very clear to the clients that you (tour guide) are in the same position as them
and doing everything possible to fix the problem.
 Next, it depends on where you are and your timeframes. If the bus takes one hour to be
repaired, you can probably wait. If it take longer, perhaps you can find alternative transport
(public bus or walk to the nearest train)
 In all options, consult with your driver (expert on transport); ring the head office to let them
know what happened and receive authorization.
 Hotel overbooking:
 First, call your office because they might have contacts in the area.
 Put some pressure on the hotel that had the problem, it will make the hotel start looking really
hard for the replacement accommodation.

Death and mojor tragedy

 Tour will have to continue

 Help the family, care for other passengers
 Accidents: look after the tourists if they are in hospital
 Critical injuries or death: be terminated, send other passengers home
 report issues to head office
 talk to your clients with compassion
  Speak to insurance company

SBA: Small Business Administration

SWOT:Srengths, Weaknesses, Opportunities, And Threats

SMART: Specific. ,Measurable,Achievable.Realistic, Timed

USP: Unique Selling Point

SEO: Search Engine Optimization : is the process of optimizing your website so that it is more
attractive to goodle

PPC: Pay Per Click: is a form of marketing where link to your website are placed on other web pages
and above the search results on search engines

CPC: Cost Per Click

SME: Subject Matter Expert

ESFP: Extroverted,Sensitive,Feeling,Perceiving

JOATMOO: Jack Of All Trade And A Master Of One

RATER: Reliability,Assurance,Tangibles,Empathy,And Responsiveness

OCR: Optical Character Recognition

CREST strands for Currency , Road , Entertainment , Sightseeing and shopping , Transport and
telephones

FOC : Free Of Charge

MBTI: Myers-Brings Type Indicator