BỘ CÔNG THƯƠNG

TRƯỜNG ĐẠI HỌC CÔNG NGHIỆP TP.HCM

NGHIỆP VỤ HƯỚNG DẪN DU LỊCH

Lớp: DHLH18B

Sinh viên thực hiện: Tr

22709151

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Contents
CHAPTER 1: VIETNAM TOURISM BASICS AND TRAVEL GUIDELINES............................................................3
1.1 . Objects, Tasks, contents, researching methods................................................................................3
History of Tourism in Vietnam:...........................................................................................................3
b. Common Issues in Tourism and Tour Guiding....................................................................................3
1.2Economic and social knowledge required for tour guides:.................................................................4
CHAPTER 2: BUSINESS PROCESSES – GUIDING METHODS..........................................................12
2.1 Requirements and Procedures..........................................................................................................12
2.2 Instructional methods to distinguish narratives on the route............................................................15
2.3 The preparation of the explanatory content of a tour guide……......................................................16

CHAPTER 3: TOUR GUIDE AND EXPLANATION ............................................................................17

3.1 Language Application Process.........................................................................................................17
3.3 Methods of Guiding at Religious Tourist Sites................................................................................21
3.4 Suggestions for Tour Group Management.......................................................................................23
CHAPTER 4- BUSINESS – METHODS OF HANDLING SITUATIONS..............................................25
4.1 Process.............................................................................................................................................25
4.2 Points to Note..................................................................................................................................27
4.3 Methods for Handling Situations.....................................................................................................27

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 CHAPTER 1: VIETNAM TOURISM BASICS AND TRAVEL GUIDELINES CHAPTER 1: VIETNAM
TOURISM BASICS AND TRAVEL GUIDELINES
1.1 . Objects, Tasks, contents, researching methods
a. Origin and progress history of tourism
Tourism History
Long ago, only rich people could travel for fun. Today, many people travel because it's become
popular and enjoyable. Travel helps people relax and have new experiences.
In the past, people planned their own trips and took care of their basic needs like food and sleep.
Now, companies help people travel by offering places to stay, food to eat, and fun things to do.
This is called the tourism business, and it helps people have better vacations.
Because people want more choices and exciting things to do on vacation, the tourism business
keeps growing. Today, everyone agrees that travel is a good thing for the economy. It creates
jobs and helps people learn about new places.

History of Tourism in Vietnam:

First Tour Guides:

● Possibly Princess Lương Linh (sister of King Thành Thái).

● Writer Thanh Tịnh is considered one of the pioneers in the field of Vietnamese tourism.
● The tour guide profession officially appeared in Vietnam after 1975.

Development History:

● Before 1945: Tourism was mainly pilgrimage and resort tourism for the French.
● From 1945 to 1975: Tourism developed slowly due to the war.
● From 1975 to now: Vietnamese tourism has grown strongly, attracting many international
tourists.
b. Common Issues in Tourism and Tour Guiding

Perceptions of the Tour Guide Profession:

● Attractive and exciting: Provides tourists with new experiences, exploring different cultures
and landmarks.
● High income: Depending on experience, ability and tourism type.

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● Travel opportunities: Explore many new places, broaden horizons.
● Learning: Gain knowledge, skills, and self-improvement.
● Wide communication: Meet and make friends with people from all over.
● Improve foreign language: Practice speaking English and other languages.
● Customer service: Meet diverse needs, solve problems.

However:

● Misunderstanding of the profession: Some people do not fully understand the role and value of
tour guides.
● Challenges: Work pressure, high competition, diverse professional and skill requirements.

Awareness:

● Raise awareness of the importance of the tour guide profession.

● Professionalize the tour guide team, improve service quality.
● Create a good working environment, attract talent and develop sustainable tourism.
Advantages of the tour guide profession:

● Travel to many regions and interact with various cultures

● Attractive salary

● Enjoy free travel

Difficulties and limitations of the tour guide profession:

● Unstable working hours

● Lack of study conditions compared to office workers working 8 hours a day

● Lack of in-depth knowledge (due to limited research conditions, but this is only a
temporary difficulty and can be improved)

● Requires knowledge in multiple fields. Then, seek in-depth knowledge for oneself

● Because of high income, many tour guides tend to overspend and be picky, have a self-
satisfied mentality, etc., which can lead to moral degradation.

● Many people prioritize money, putting money above their noble profession.

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1.2Economic and social knowledge required for tour guides:
Purposes required:
Tour guides have the task of introducing, commenting, and guiding guests to the tourist
attractions according to the travel program they have chosen based on the contract. On the other
hand, there are not only 1 type of tourism, so tour guides must have comprehensive knowledge in
many fields of life, economics, society, culture, science, and art.
1.2.1 Economic knowledge:
Tour guides must have knowledge about the economic development process of the country,
regions, and how different tourist attractions are affected by changes in the economy and society
both nationally and in these specific regions.

Tour guides also need to understand specific business practices with principled operations in
economic business activities and management. This knowledge source helps tour guides easily
guide and implement contracts, regulations on costs, payments, credits, etc., conveniently,
accurately, for the benefit of all relevant parties and in compliance with legal regulations.
Knowledge of geography, landscapes, national history, and ethnic culture
Knowledge of geography, landscapes, national history, and ethnic culture includes various fields
of cultural heritage, representing the cultural identity of ethnic groups, similarities, and
differences in Eastern and Western cultures, among cultural regions within a country, customs,
traditions, festivals, architecture, fine arts, traditional and modern religions, theater, music, along
with knowledge of ethnology, urban studies, and tourism studies.
Knowledge of law, diplomacy, healthcare, and local customs:
These knowledge areas cannot be acquired quickly when starting the profession but require a
process of accumulation. The amount of knowledge a tour guide possesses depends on their
learning process, abilities, and working conditions.
Basic knowledge and specialized expertise will be the most important conditions for the
professional labor of tour guides. A proficient tour guide is the primary factor for achieving good
results in tour guiding activities.

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Political knowledge:
This is a mandatory knowledge that a tour guide must have because tourists come from diverse
backgrounds in terms of ethnicity, nationality, occupation, age, political views, etc. Tour guides
need to perform their profession in a way that satisfies these diverse groups according to
agreements.
Due to tourism security reasons, tour guides must have political courage, professional dedication,
national pride, and a solid grasp of the Party's and State's viewpoints and policies, especially in
foreign affairs.
Understanding domestic and international politics helps tour guides avoid difficult situations
when encountering tourists with malicious intentions to exploit or involve them in nefarious
activities.
The general principle remains tactfulness and finesse when discussing political issues; otherwise,
it may lead to misunderstandings for tourists. Clear and decisive attitudes are necessary to
protect national dignity and interests while still satisfying tourists.
To achieve this, tour guides must constantly educate themselves through books, newspapers,
political resolutions, reports, etc., closely monitor political developments domestically and
internationally, and avoid being outdated with ongoing political events.
Language proficiency:
This is the primary requirement for international tour guides. Good language skills help tour
guides communicate effectively and serve as a means to learn, read documents, and check
tourism-related materials. Without language proficiency, tour guides cannot convey tourism
knowledge to tourists as required, leading to a failure in delivering tourism content and tasks.

For international tour guides, proficiency in at least one foreign language and basic knowledge of
an additional foreign language are necessary. Vietnamese tour guides typically use languages
such as English, French, German, Russian, and Chinese.
1.2.1Role and Responsibilities
For the country:

● As an ambassador on the spot

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 ● Knowing languages, diplomacy, understanding the culture of the people they are
dealing with.

● When tourists come to Vietnam, tour guides act as hosts representing the country in
welcoming guests.

● Welcoming guests with a friendly attitude.

● Appearing in formal and polite attire.

● Cultural ambassador:

● Introducing the cultural essence and sophistication of their own nation to tourists.

● Explaining phenomena such as roadside vendors selling gasoline in bottles, many

people wearing masks to protect against sun or dust, and the tradition of wearing áo
dài when receiving guests.

● Border guard:

● Border guards have the duty to guard and protect the homeland (before the
homeland is invaded).

● Military areas often prohibit photography.

For the company:

Marketing personnel:
Through promoting and advertising tourism products and services for the company and their
country, aiming to enhance the reputation and brand of tourism for the enterprise and the nation
on the international market.
Acting as a salesperson for supplementary products and services for the company.
Businesspeople:
Selling tourism products and services for the company during and after the service process.
Increased credibility leads to increased revenue for the travel business.
For the guests:

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Mentor:
Requires tour guides to be as knowledgeable as encyclopedias to understand and explain various
cultural phenomena, such as the differences between dragons in the Ly and Nguyen dynasties,
the appearance of water puppetry in the 11th century, and how concepts like yin and yang, five
elements, and feng shui influence the cultural life of Vietnamese people.
Tour guides must be responsible and sincere when explaining and interpreting.
Companion:
Life brings many tensions and frustrations, and many tourists need to confide in others about
things they cannot share with their family.
Guides must have the psychological capacity to listen, share, empathize, and enjoy with tourists.
Protector:
Providing necessary information for tourists to protect themselves (e.g., keeping documents,
passports in the hotel).
Helping the elderly cross the street, get on trains, and take care of guests with special needs.
Servant:
The journey of tourists involves many issues: illness, accidents, inability to sleep, etc.
Acts as a liaison to communicate the guests' needs to restaurants, hotels, etc. (e.g., inviting a
doctor to examine the guests).
Motto: "We are here to serve you."
Entertainer:
Tourists need moments of relaxation, so guides must know how to entertain, such as telling
jokes, singing, when necessary.
This is reflected in the guide's presentation style.
Should integrate and mingle with the crowd (avoid speaking rudely, laughing carelessly, telling
vulgar or crude stories, etc.).
Problem solver: Must remain calm to resolve any arising issues.
Information provider:
Tour guides must have communication skills.
They must understand the guests' nationality, occupation, gender, age, interests, and
psychological state.
Tour guides must understand the guests' needs.

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Tour guides must be a living encyclopedia to answer all the questions the guests may have.
Reporting income and expenses:
Notes for tour guides:

Always acknowledge serving difficult customers (as easygoing customers may not always be
encountered).
Tour guides must learn to set aside sad stories.
Tour guides must know how to maintain their health.
Tour guides must have a high sense of responsibility and self-confidence in their abilities
In conclusion:

Tour guides must be like guidebooks for travelers.

Tour guides must represent the face of the country. Through tour guides, tourists evaluate the
country and its people.
Tour guides must be the soul of the journey.
Therefore, tour guides must breathe life into tourists, into every tour.
1.2.3 Responsibilities of a tour guide:

Implementing tour programs.

Acting as a bridge between the travel company and tourists.
Reporting and settling accounts for the tour group.
In addition, guides must:

Adapt to the development of facilities in hotels and tourist attractions.

Understand the infrastructure (roads, communication facilities, etc.).
Have the empathy to understand and share with tourists.
Tourists' needs:

Increasing global demand for tourism.

Tourists' demands are becoming more diverse and sophisticated.
The number of tourists, both domestic and international, continues to increase.

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Intense competition in terms of price and service quality among businesses domestically and
regionally
1.3.3 Tourism Business Organizations - Tourism Service Providers

Global tourism organizations:

World Tourism Organization (WTO), established in 1925, headquartered in Madrid, Spain.

Pacific Asia Travel Association (PATA), established in 1952, headquartered in San Francisco.

PATA publishes a monthly travel information magazine for the Pacific Asia region.

Local tourism organizations:

Vietnam Tourism Association

Asian-Pacific Tourism Association

Types of Tourism: There are various types of tourism, and they can be classified based on
different criteria. The classification of tourism types can include:

Classification based on geographical location:

Domestic tourism: Tourists travel within their own country, exploring destinations within
Vietnam or choosing Vietnam as their travel destination.

International tourism: Tourists travel outside their home country to explore and visit other
countries.

Classification based on the purpose of the trip

Includings:

Types of Tourism:

1. Historical Tourism: If you are someone who loves cultural values of many regions both
within and outside the country and wants to visit famous historical sites, then this is an
excellent form of tourism for you.

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2. Package Tourism: This type of tourism attracts travelers who enjoy sightseeing and
relaxation through either an individual or an organization with full legal capacity,
managing and organizing commercial activities directly or indirectly related to various
tourism services and goods.

3. Cultural Tourism: This type of tourism appeals to travelers who want to explore and
study the cultural values, customs, traditions, and artistic values of a particular ethnic
group or tribe at various destinations. Cultural heritage sites (such as Angkor Wat in
Cambodia, Hoi An Ancient Town, the former imperial city of Hue...) and intangible
cultural heritage (such as Hue Royal Court Music, the Central Highlands Gong Culture,
ceremonial singing, traditional festivals, folk cultural and artistic activities of the locality
such as Hue singing, Southern folk music...) are fundamental elements in creating unique
cultural tourism products.

4. Ecotourism: This attracts travelers who seek to connect with nature, admire beautiful
landscapes, and explore the world of wildlife. Natural heritage sites like the Amazon
Rainforest (Brazil), and Halong Bay (Quang Ninh, a UNESCO World Natural Heritage
Site) are examples.

5. Culinary Tourism: Whether it's the royal cuisine of Hue or the cuisine from the North,
Central, and South of Vietnam, the subtle essence of Vietnamese cuisine is greatly
influenced by historical factors, climate, and natural conditions.

6. Green Tourism: Recently, nature-oriented tourism has become a common trend not only
in Vietnam but also worldwide. This form of tourism is intimate and can fully leverage
the role of natural factors and a country's natural advantages.

7. Ecotourism: Famous ecotourism destinations in Vietnam include Hue Garden Houses,

Lang Co Beach, Cuc Phuong Forest, Ba Be Lake, Cat Tien National Park, U Minh
Thuong, and U Minh Ha.

8. Wellness and Medical Tourism: Mineral bath in Kim Boi - Hoa Binh, accommodations
in Phan Thiet, Nha Trang, medical treatments in Hanoi...

9. MICE Tourism: This type of tourism involves meetings, incentives, conferences, and
exhibitions held in places like Vung Tau, Da Nang... MICE is a form of group tourism for

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 businesses and companies. Other types of tourism include honeymoon trips to Da Lat, Sa
Pa, Tam Dao...

CHAPTER 2: BUSINESS PROCESSES – GUIDING METHODS

2.1 Requirements and Procedures
2.1.1 General Regulations and Procedures

Tour guiding is a complex activity that requires guides to possess knowledge, skills, and
professional experience. To ensure the quality of tour guiding services, specific regulations and
procedures need to be established.

The regulations and procedures for tour guiding include the following:

● Objectives: The aim of these regulations and procedures is to ensure the quality of tour
guiding services, meet the needs of tourists, and protect the rights of tourists.

● Applicability: These regulations and procedures apply to all tour guides, including
domestic and international guides.

Content:

1. Standards for Tour Guides: These standards include requirements for educational
background, expertise, language proficiency, health, etc.

2. Recruitment, Training, and Development of Tour Guides:

● This involves specific steps and procedures for recruiting, training, and
developing tour guides.

3. Tour Guiding Procedures:

● This includes specific steps and content for tour guiding.

These regulations and procedures are essential for maintaining professionalism and
ensuring high-quality tour guiding services.

2.1.2 Requirements

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To effectively carry out the tour guiding process, guides need to meet the following
requirements:

1. Knowledge, Skills, and Professional Experience:

● Tour guides should possess knowledge of the local and national history, culture,
geography, etc., of the destinations they are guiding in. Additionally, they need
skills in communication, presentation, and handling various situations.

2. Ethical Standards:

● Tour guides must exhibit ethical qualities such as honesty, enthusiasm, and
attentiveness to their profession. They should be honest and dedicated in their
work, ensuring the best experience for tourists.

2.1.3 Implementation Steps

The process of tour guiding involves several key steps:
Step 1: Preparation
Tour guides need to gather all necessary information for the trip, including:
Customer details such as name, age, gender, nationality, preferences, and interests.
Itinerary information including the schedule, locations to visit, and attractions.
Local information encompassing the history, culture, geography, and other relevant details about
the destination.
Step 2: Welcoming the Guests
Guides should be punctual and present at the designated meeting point to welcome the guests.
Upon greeting the guests, guides should introduce themselves and then lead the guests to the
departure point or gathering area.
Step 3: Guiding the Tour
At each attraction or destination, guides must provide guests with comprehensive information
about its history, culture, geography, and other relevant details.
Guides should adjust their language and communication style according to the guests'
comprehension level, ensuring clarity and accuracy in the information provided.
Step 4: Ending the Tour

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Towards the conclusion of the tour, guides should summarize the trip, highlighting key points
and experiences.
Guides should express gratitude to the guests for joining the tour.
In addition to these steps, guides should also focus on the following aspects throughout the tour
guiding process:

Maintain a warm, enthusiastic, and attentive demeanor towards the guests to enhance their
experience.
Adhere strictly to legal regulations and company policies governing the tourism industry.
Prioritize the safety and well-being of the guests throughout the tour.

2.2 Instructional methods to distinguish narratives on the route

2.2.1 General Requirements
Preparing the content for tour guiding commentary is one of the most crucial tasks for a tour
guide. The commentary content should meet the following requirements:
Accuracy and Objectivity: The commentary content should be sourced from credible and reliable
sources. Tour guides should avoid providing misinformation or inaccuracies.
Timeliness and Updates: The commentary content should be regularly updated to ensure it
reflects the current situation of the local area and attractions.
Scientific and Engaging: The commentary content should be presented in a scientific, logical,
easy-to-understand, and engaging manner for tourists.
2.2.2 Preparation of Commentary Content
To prepare commentary content, tour guides need to follow these steps:
Understand Tourists' Information: Tour guides should research the tourists' needs, preferences,
culture, language, etc., to prepare suitable commentary content.
Understand Itinerary Information: Tour guides should familiarize themselves with the time,
location, attractions, etc., of the trip to prepare detailed commentary content for each attraction.
Understand Local Information: Tour guides should research the history, culture, geography, etc.,
of the local area where the trip takes place to provide tourists with comprehensive and rich
information
2.2.3In the process of conducting a tour, tour guides can use the following basic methods of
narration:

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Direct narration method: This method is the most commonly used in tour guiding activities. The
tour guide directly speaks to tourists about the history, culture, geography, etc., of the tourist
site.
Image-based narration method: This method utilizes images, illustrations, and visual materials
to help tourists understand and remember information.
Hands-on narration method: This method allows tourists to directly participate in activities and
experiences at the tourist site.
Theme-based narration method: This method focuses on a specific theme, providing tourists with
an overall understanding of that theme.

2.3 The preparation of the explanatory content of a tour guide.

2.3.1 Purpose and Requirements

Narration on Route: Aimed at providing an overview of the locality, tourist sites, as well as
furnishing tourists with necessary information to prepare for the visit.
Narration at Tourist Sites: Intended to provide tourists with detailed information about the
history, culture, geography, etc., of the tourist site.
2.3.2 Similarities and Differences in Narration Methods
Similarities:
Both methods aim to provide information to tourists.
Both methods require the use of basic narration techniques.
Differences:
Narration on Route:
Concise and focused content, emphasizing essential information.
Mainly utilizes direct narration.
Narration at Tourist Sites:
Detailed and comprehensive content, providing tourists with necessary information about the
tourist site.
Flexible narration method, allowing for the use of various techniques.
Depending on the characteristics of each tourist site, tour guides can choose the appropriate
narration method.

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CHAPTER 3: TOUR GUIDE AND EXPLANATION
3.1 Language Application Process

The language application process of a tour guide can be divided into the following 5 steps:

Preparation: The first step is to prepare sufficient knowledge about the tourist destination,
culture, history, people, etc., to provide tourists with accurate and useful information. Tour
guides also need to carefully study their target audience, including their age, nationality,
interests, etc., to choose the appropriate language and communication style.

Planning: Based on the knowledge and information prepared, tour guides need to plan the
narration session, including content, timing, communication methods, etc. The plan should be
detailed and specific to ensure a smooth and effective narration session.

Execution: During the narration session, tour guides need to demonstrate confidence,
enthusiasm, and friendliness. The language used should be clear, fluent, understandable, and
suitable for the target audience. Tour guides also need to use body language skillfully to convey
messages vividly and attractively.

Interaction: Throughout the narration, tour guides need to interact with tourists to understand
their feedback and needs. This will help tour guides adjust the narration content accordingly.

Conclusion: At the end of the narration session, tour guides need to summarize the key points
presented. Additionally, tour guides can address any questions or concerns from tourists. To
apply language effectively, tour guides need to pay attention to the following factors:

Language Usage Skills: This skill involves using vocabulary accurately, clearly, fluently, and
appropriately for the target audience. Tour guides need to have a rich vocabulary and know how
to use literary language to create engaging and captivating tour presentations.

Presentation Skills: This includes the ability to deliver information clearly, fluently, and
attractively to capture the audience's attention. Tour guides need to speak fluently, adjust
volume, intonation, and speaking speed appropriately. They also need to know how to use body
language to convey messages vividly.

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Listening Skills: This is the ability to grasp information and respond to tourists' feedback. Tour
guides need to actively and positively listen to adjust tour content accordingly.

Problem-Solving Skills: During tours, tour guides may encounter unexpected situations. This
skill is the ability to respond flexibly to such situations. Guides need to remain calm, confident,
and effectively solve problems.

Applying language effectively is one of the most important skills for tour guides. This skill helps
them convey information clearly, vividly, and attractively, creating enjoyable experiences for
tourists.
3.2.1 General Requirements

Accuracy:

Tour guides need to verify information from various sources, including books, documents,
websites, etc.

Tour guides should consult with experts and local residents to obtain the most accurate
information.

Tour guides must update information regularly to ensure the accuracy of their presentations.

Objectivity:

Tour guides should provide information objectively, avoiding personal opinions or biases.

They should refrain from making subjective or opinionated comments.

Tour guides should respect the opinions of tourists and avoid arguing or contradicting them.

Engagement:

Tour guides should use lively, captivating, and easy-to-understand language to attract tourists'
attention.

They should employ appropriate presentation methods such as storytelling, using images,
illustrations, asking questions, organizing games, activities, etc.

Tour guides need to demonstrate enthusiasm, friendliness, making tourists feel comfortable and
interested during the presentation.

Preparation

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 Researching the Tourist Site:

● Tour guides need to thoroughly research the historical events that have taken place at this
location, as well as relevant historical figures.
● Tour guides should learn about the stories, legends, and folklore related to this location.

● Tour guides need to understand the historical, cultural, and social context of this location.

Planning:

● Tour guides need to plan the presentation session, including content, timing, and delivery
methods.
● The content of the presentation should encompass important historical information about the site.

● The timing of the presentation should be suitable for the target audience.
● The delivery method should be appropriate for both the content of the presentation and the target
audience.

Interaction

Interacting with Tourists:

● Tour guides need to interact with tourists to understand their feedback and needs.
● Tour guides should provide clear and comprehensive answers to tourists' questions.
● Tour guides should listen to tourists' opinions to adjust the content of the presentation
accordingly.

Specific Examples

For a site with significant historical events:

● Tour guides can tell stories, legends, and anecdotes related to those historical events.
● Tour guides can use images, illustrations such as maps, pictures, videos, etc., to illustrate the
content of the presentation.
● Tour guides can ask questions for tourists to answer.
For a Site with Many Famous Historical Figures:

Tour guides can introduce the life and career of these historical figures.

Tour guides can use images, illustrations such as pictures, videos, etc., to illustrate the content of
the presentation.

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Tour guides can organize games, activities for tourists to learn about these historical figures.

For a Site with Many Stories, Legends, Folklore:

Tour guides can vividly and attractively narrate those stories, legends, folklore.

Tour guides can use images, illustrations such as pictures, videos, etc., to illustrate the content of
the presentation.

Tour guides can organize games, activities for tourists to participate in and learn about those
stories, legends, folklore.

3.2.2 Tour Guide's Guidance Process

Tour guiding process at historical sites: First, remind guests of the solemnity of the place and
encourage them to walk lightly, speak softly, and maintain order without touching any exhibited
artifacts.

Step 1: Preparation Research about the tourist destination:

● Learn about the historical events that have taken place at this location, as well as the
relevant historical figures.

● Familiarize yourself with the stories, myths, and legends related to this location.

● Understand the historical, cultural, and social context of this location.

Planning:

● The narration should encompass important information about the history of the site.

● The timing of the narration should be suitable for the tourists.

● The communication method should be appropriate for both the content of the narration
and the audience.

Step 2: Execution Brief introduction of the monument:

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 ● Name of the monument, construction period, builders, historical and cultural significance
of the monument. Touring the monument:

● Guide tourists through each area of the monument, providing narration about the
historical information related to each area. Interaction with tourists:

● Ask questions, listen to feedback, and adjust the narration content accordingly.

Step 3: Conclusion Summarize the important information that has been narrated. Thank the
tourists and wish them an enjoyable experience.

Specific Example For the historical monument [name of the monument]:

3.2.3 Ending

3.3 Methods of Guiding at Religious Tourist Sites

3.3.1 General Requirements

Knowledge: Tour guides need to have extensive knowledge about religion, beliefs, culture, and
the history of the tourist site. This knowledge includes:

The name, location, history, architecture, and significance of the tourist site.

The religion, beliefs associated with the tourist site: history, doctrine, rituals, festivals, etc.

Valuable artifacts, monuments, etc., at the tourist site.

Skills: Tour guides need to have the ability to deliver engaging and appropriate narration to the
audience. These skills include:

Ability to use language accurately, clearly, and tailored to the audience.

Ability to convey information in a captivating and attractive manner.

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Ability to handle situations flexibly and skillfully.

Attitude: Tour guides need to maintain a professional, courteous, and respectful demeanor
towards the religious beliefs of the tourists. This attitude includes:

Being conscientious and enthusiastic about their work.

Displaying polite and courteous behavior.

Respecting the religious beliefs of the tourists and refraining from making subjective comments
or judgments that lack respect.

3.3.2 Tour Guide Procedure The tour guide procedure at religious tourist sites includes the
following steps: Step 1: Preparation:

● Thorough research about the tourist site, including knowledge about religion, beliefs,
culture, and history.

● Planning appropriate narration tailored to the audience and the content of the tour.

● Preparation of necessary equipment and tools for the tour. Step 2: Welcoming the
Tourists:

● Greeting, introducing oneself, and providing an overview of the tourist site.

● Guiding tourists to the areas of interest. Step 3: Narration:

● Delivering narration about the prepared content.

● Answering tourists' questions. Step 4: Conclusion:

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 ● Saying goodbye to the tourists.

Tasks to be done at the end of the tour:

Farewell to the tourists:

● The tour guide should bid farewell to the tourists politely and friendly.

● The tour guide should also thank the tourists for visiting the tourist site.

Answering tourists' questions:

● The tour guide should respond to tourists' questions fully and accurately.

Preparing for the next tour:

● The tour guide needs to clean up the used equipment and tools.

● The tour guide should also make notes of any important issues to be aware of for the next
tour.

In addition, the tour guide should pay attention to the following points after the tour:

Respecting the tourists' religious beliefs:

● The tour guide should show respect for the tourists' religious beliefs and avoid making
subjective comments or judgments lacking in respect.

Avoiding rude language or actions that offend the tourists' religious beliefs:

● The tour guide should use polite and respectful language, avoiding rude language or
actions that may offend the tourists' religious beliefs.

Not taking photos or filming in prohibited areas:

● The tour guide should be aware of areas where photography or filming is prohibited and
instruct tourists not to take photos or film in these areas.

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3.4 Suggestions for Tour Group Management
To effectively manage tour groups, tour guides need to consider the following points:
1. Understanding the Tour Group:

● Tour guides should gather information about the group, including the number of
participants, nationalities, ages, and interests, to tailor their management approach
accordingly.
2. Planning Tour Group Management:

● Tour guides need to create a specific and detailed plan for managing the group,
including:

● Itinerary: Timing and locations of visits.

● Activities: Types, durations, and locations.

● Necessary resources: Transportation, presentation equipment, etc.

3. Regularly Observing and Assessing the Group:

● Tour guides should continuously observe and assess the group dynamics to
promptly address any arising issues.
4. Setting a Good Example for Tourists:

● Tour guides should demonstrate professionalism, politeness, and respect for the
tourists, serving as role models for behavior and attitude.
5. Carefully Considering the Purpose of the Tour:

● The purpose of the tour will determine various aspects, including the itinerary,
activities, and management methods.

● For example, corporate tours may have denser schedules with team-building
activities, while leisure tours may focus more on relaxation and entertainment.
Specific Methods of Tour Group Management:

● Persuasive Method: Using persuasive language, gestures, and actions to guide the group.

● Explanatory Method: Providing clear and detailed explanations of relevant information to

the tourists.

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 ● Reminder Method: Reminding tourists to adhere to rules and guidelines.

● Adaptation Method: Flexibly and skillfully handling unexpected situations.

● Examples:

● For large groups, using audio devices and microphones for presentations and
reminders.

● For groups with children, employing age-appropriate explanations and

engagement techniques.

● For groups with elderly or disabled individuals, providing appropriate support

methods.
Interactive and Engaging Methods:

● Using interactive methods such as Q&A sessions to encourage tourists' participation and
feedback.

● Employing storytelling techniques to convey information and enhance engagement.

● Organizing games and activities to capture tourists' attention and make the tour
enjoyable.
Post-Tour Considerations:

● Avoiding imposing personal opinions on tourists.

● Balancing authority with friendliness and approachability.

● Creating a comfortable and friendly atmosphere for tourists.

By carefully considering these methods and principles, tour guides can conduct successful tours
that meet the needs and desires of the tourists.

CHAPTER 4- BUSINESS – METHODS OF HANDLING SITUATIONS

4.1 Process
4.1.1 Basic Requirements
In guiding tours, this skill becomes even more necessary, as guides often face diverse and
complex situations. To handle the situation effectively, guides need to meet the following

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basic requirements: Have extensive knowledge and understanding of tour guiding
profession. This knowledge and understanding will help the guide have an overview of the
situation, thereby making appropriate decisions. Have sharp thinking, good analytical and
synthesis ability. Guides need to be able to quickly grasp information, analyze factors
related to the situation to come up with optimal solutions. Have communication skills,
skillful behavior. This skill helps guides to communicate effectively with stakeholders, solve
situations smoothly.
4.1.2 Situation Handling Process
The process of handling situations in tour guiding activities is demonstrated through the
following steps:
Step 1: Identifying the Situation
Tour guides need to quickly identify the situation at hand, including the following factors:
Individuals involved
Issue at hand
Cause of the issue
Impact of the issue
Step 2: Analyzing the Situation
After identifying the situation, tour guides need to analyze the relevant factors to understand the
nature of the problem. Factors to analyze include:
Objectives of the parties involved
Benefits and drawbacks for all parties
Possible solutions
Step 3: Proposing Solutions
Based on the analysis of the situation, tour guides propose appropriate solutions, ensuring the
following requirements:
Resolving the issue
Aligning with the interests of all parties involved
Being practical and feasible
Step 4: Implementing the Solution
Tour guides need to implement the solution swiftly and effectively, ensuring the satisfaction of
all parties involved.

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In addition to the general situation handling process, tour guides should also consider the
following issues after handling a situation in tour guiding activities:
Maintain calmness and avoid being hasty or agitated.
Respect all parties involved and avoid causing conflicts.
Resolve issues with a spirit of reconciliation and cooperation.
Seek assistance when necessary.

4.2 Points to Note

In addition to the requirements and situation handling process mentioned above, tour guides need
to consider the following points:
1. Understand the Customers Thoroughly: Tour guides should delve into understanding the
needs, preferences, and cultural backgrounds of the customers to best meet their
requirements.
2. Thorough Preparation for the Trip: Tour guides need to meticulously prepare all
necessary information for the trip, including details about the tourist attractions, itinerary,
and any regulations.
3. Communication with Relevant Parties: Tour guides should establish communication with
relevant parties, including hotels, restaurants, and authorities, to ensure smooth execution
of the trip.
By paying attention to these points, tour guides can enhance the quality of their services and
ensure customer satisfaction throughout the journey.

4.3 Methods for Handling Situations

There are several methods for handling situations, depending on the nature of the situation. Some
commonly used methods in tour guiding activities include:

Flexible and Adaptive Approach:

This method is suitable for situations that are not too serious and can be resolved through
negotiation and compromise among the involved parties.

Firm and Resolute Approach:

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This method is appropriate for serious situations that require intervention from authorities or
higher-level decision-makers.

Conciliatory and Collaborative Approach:

This method is suitable for situations involving multiple parties, where cooperation and
coordination among the parties are needed to resolve the issue.

By employing these methods appropriately, tour guides can effectively address various situations
that arise during their activities, ensuring smooth and successful tours for their clients.
4.3.1 Handling Skills
Handling situations is a crucial skill for tour guides. This skill enables tour guides to remain calm
and effectively manage situations, ensuring the safety of customers and the smooth progress of
the tour. Some essential handling skills for tour guides include:

● Communication and Interpersonal Skills: Tour guides need to possess excellent

communication and interpersonal skills to create a positive rapport with customers and
other involved parties.

● Active Listening: Tour guides should actively listen to the opinions of all involved
parties to understand the root cause of the problem accurately.

● Persuasion Skills: Tour guides require persuasion skills to propose suitable solutions and
gain consensus from all involved parties.
4.3.2 Situations According to Procedure
Situations according to procedure are those that can be predicted in advance and have specific
handling procedures. Tour guides need to be familiar with these procedures to effectively resolve
situations. Some common situations according to procedure in tour guiding activities include:

● Lost Customer Situation: Tour guides need to remain calm, establish contact with the
lost customer, and reunite them with the group.

● Illness Situation: Tour guides should promptly take the ill customer to the nearest
medical facility for examination and treatment.

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 ● Lost Property Situation: Tour guides need to assist the customer in locating their lost
belongings or contacting the relevant authorities for assistance.
4.3.3 Other Situations
In addition to situations according to procedure, tour guides may encounter unforeseen
situations. In such cases, tour guides need to remain calm, quickly analyze the situation, and
propose appropriate solutions. Some other common situations in tour guiding activities include:

● Accident Situation: Tour guides need to remain calm, provide first aid to the injured
customer, and call for emergency assistance.

● Robbery Situation: Tour guides should remain calm, reassure the customers, and report
the incident to the authorities.

● Disruptive Behavior Situation: Tour guides need to remain calm and resolve the
situation in a spirit of conciliation and cooperation.

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