Module three

Tour Guiding
Process and
Skills

This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/
ILO and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/
 Attraction sites information 34

1. Opening and closing time

2. On-site activities
3. Background information.

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Activity 8: ID test: Travel documents & 35
items

Participate in an Identification Test

Checking travel documents 36

1. Tour program

2. Tickets

3. Service confirmation

vouchers

4. Directory of service

suppliers

5. Travel permits

6. Group list

7. Welcome sign
8. Rooming list

9. ID card/ Passport
10. Cash
 Necessary items 37

1. Smart clothes
2. Walking shoes and socks
3. Hats or scarfs
4. Sun glasses
5. Bags and suitcases
6. Sleeping bags
7. Binocular
8. Camera
9. Water bottles/ heater
10.First-aid kit
11.Anti-mosquito creams or sprays
12.Loud speaker
13.Flag
 38
Topic four
Receiving
Tourists
Activity 9: Brainstorming “First 39
Impressions”

• What is a first impression?

• What is the importance of the “first
impression”?
• How to create first impressions?
 How to make the first impression? 40

• Punctuality
• Hygiene and neat appearance
• Polite and natural standing
• Friendly smile
• Eye contact to everyone
• Greeting warmly
 Public speaking 41

• Speak loudly and clearly

• Use intonation and inflection
• Smile
• Eye contact
• None-verbal communication
• Involve your audience Good
morning
Afternoon
Evening
Welcome
Ladies
Gentlemen
Happy
Glad
Activity 10: First meet introduction 42

• Watch a video clip on self- introduction of tour

guide when they first meet their client.
• Discuss what a local guide should talk with
guests when they first meet? What are
essential attitudes?
 First meet introduction 43

• Greeting
• Introduce yourself
• Briefing itinerary
• Key elements of tour
• Regulation and safety issues
• Remind what to bring
 First meet introduction 44
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 First meet introduction 45

• Remind what to bring

What to
Bring ?

A. _________
B._________
C. _________
D._________
E. __________
Activity 11: Introduction exercise 46

Divide into 2 groups.

• Each group discuss what they will say
when they introduce themselves to
their guests when they first meet
• Introduction can be both in
Vietnamese and English
• Nominate 1 person from the group to
act as local guide and introduce
his/herself, itinerary, and so on
 47
Topic five
Guiding
Tourists
 Where group should stand 48

• Best view to observe sights

• Safety
• Under shade/ roof to avoid
direct sunlight or rain
• No trouble to other groups
• Not being noisy
• Suitable distance to the object

1H

2H
 Where group should stand 49

• Not in front of the object

• Stand next to object
• Facing to group
• Group can listen to
Activity 12: Identify a right 50
position

• Watch the trainer demonstrate the

standing position of the tour guide and
the group in front of a sample tourist
attraction in the training room.
• Practice your positioning while trainer
coaches and comments on it.
Activity 13: Making presentation 51

• Trainer, in the role of local guide,

demonstrates how to shares information with
tourists, using information about a local
attraction.
• Learners play the role of
tourists and comment after
the demonstration is
completed.
 Making a presentation: Skills 52
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Activity 14: Practice session 53

• Participants work in pairs

• Each prepare a guide script for one
tourism attraction.
• Two voluntary pairs/learner play
role of local guides and make
presentation using their guiding
script. Remember to use techniques
that you have learnt.
• Others play the role of tourists,
listen and give feedback
 Using a microphone 54

• Check if it is on
• Get a good grip
• Calm and steady tone
• Turn it together with your head
• Check your audibility
• Do not read the texts from pages Hand
Hand held
held
microphone
microphone
Headset
Headset
microphone
microphone
Activity 15: Checking microphone: 55

• Trainer demonstrates how to use handheld

and/or headset microphone.
• Learners practice checking and using
microphone.
Activity 16: Tour group 56
management

Brainstorming:
• What happen if a guide can’t keep his/her tourists
together on trip?
• Why tourists sometime don’t want to follow the
group?
• How to keep the group together?
 Keeping tourist together 57

1. Make regulation first

2. Check guests whenever moving
3. Clear and loud voice for concentrating guests
4. Using flag
 58
Topic six
Tour
Closing
 Tour Closing : Steps 59

1. Start farewell statement

2. Debrief the tour
3. Collect the feedbacks
4. Remind double check before leaving
5. Thank you & say goodbye tourist
6. Reporting

Farewell
greeting
Feedback
Tips
Reporting
Activity 17: Demonstration of feedback 60
forms

Your trainer will demonstrate feedback

questions and rating methods using
the standard form:
• Itinerary design
• Service
• Local guide
• General comments (excellent, good,
average, poor/ icons using)
 Feedback Rating 61

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 Obtain feedback subtly 62

• Smartly start conversation

• Make group exciting
• Explain of feedback needs
• Ask tourist fill in feedback form
Activity 18: Asking for tourist 63
feedback

Work in pairs
• One plays the role of local guide, the other plays role of a
tourist
• Practice asking tourist to give feedback.
• Exchange roles after completing
 Accept tips 64

• Tips is often non-compulsive

• Never suggest for the tips
• Accept tips graciously even small value/money
• Always say thanks for tourists’ tips
 Tour reporting 64

• Basic verbal reporting

• Writing a technical report
• Writing a customer report
• Giving back travel items
• Associated costs claiming
 Thank The HITT Programme and its Contributors

You This series of materials has been produced in

collaboration between the High Impact Tourism
for your Training for Jobs and Income Programme (HITT)
funded by the European Union and the International
attention Labour Organisation (ILO) in Vietnam. These
programmes and organisations contributed to the
! development and printing of this material and will be
using these training materials to deliver High Impact
Tourism Training to their respective target
beneficiaries.

The programme supports informal workers and

potential workers from the tourism sector of Vietnam
to enhance their productivity and professionalism, and
to increase their employability and income
opportunities. The HITT programme is implemented
by the Netherlands Development Organisation (SNV)
through the financial assistance of the European
Commission (EC) Investing in People programme.

This publication has been produced with the financial

assistance of the European Union. The contents of the
publication are the sole responsibility of the HITT
Programme and can in no way be taken to reflect the
views of the European Union. For more information on
Europe Aid, please visit
http://ec.europa.er/europeaid/