Subject details Subject name TOUR GUIDING Units of credit 2 Study length 15 weeks Prerequisite Co requisite Introduction to Tourism and Management Suggested study Commitment Approximately 2 class hours per week Term 92011 Subject Coordinator Lecturer Nguyễn Phương Lan Contact details Tel: 0983729979 Email: hoanglan65vngmail.com The subject outline contains important information. Please ensure that you read it carefully. It is also strongly recommended that you keep this copy of your subject outline for future reference. Subject aimrationale The purpose of this course is to provide an indepth review of theories and practices concerning conducting tours. Travel professionals nowadays are required to gain understanding into guiding, escorting and planning tours. While international best practices in strategic management are examined, travel strategies and tour operations in Viet Nam will be discussed substantially in order to enhance students’ practical capability. Subject objectives The specific objectives of this subject are to help students to: 1. Explain why people take a tour and required skills and personality to do tour related jobs; 2. Identify and negotiate with hotels and staying in hotels; 3. Discuss how to work with railways, restaurants, attractions and miscellaneous suppliers. Subject structure The structure of this subject for oncampus students comprises: One 3 periods lecture per week Subject materials Lecture notes (mainly from the text books) and essential readings which are recommended in each topic are key materials for this subject. Additionally, further readings, discussion questions, exercises and problems solving will help students understand thoroughly the fundamental issues of tourism management Prescribed textbooks: 1. SUBJECT HANDOUTS 2. Marc Mancini (1996), Conducting Tours, 2nd Edition, Delmar Publishers. 3. Cook R., Yale L. Marqua J. (1999) Tourism – The Business of Travel – Prentice Hall Proposed schedule Time Content Week 1 (2 periods) Introduction of the subject Tutorial 1: Guiding about Tourism terms Group formation an
NHA TRANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES *** Subject Outline TOUR GUIDING NHA TRANG 9/2011 Subject details Subject name TOUR GUIDING Units of credit 2 Study length 15 weeks Prerequisite / Co requisite Introduction to Tourism and Management Suggested study Commitment Approximately 2 class hours per week Term 9/2011 Subject Coordinator/ Lecturer Nguyễn Phương Lan Contact details Tel: 0983729979 Email: hoanglan65vn@gmail.com The subject outline contains important information. Please ensure that you read it carefully. It is also strongly recommended that you keep this copy of your subject outline for future reference. Subject aim/rationale The purpose of this course is to provide an in-depth review of theories and practices concerning conducting tours. Travel professionals nowadays are required to gain understanding into guiding, escorting and planning tours. While international best practices in strategic management are examined, travel strategies and tour operations in Viet Nam will be discussed substantially in order to enhance students’ practical capability. Subject objectives The specific objectives of this subject are to help students to: 1. Explain why people take a tour and required skills and personality to do tour related jobs; 2. Identify and negotiate with hotels and staying in hotels; 3. Discuss how to work with railways, restaurants, attractions and miscellaneous suppliers. Subject structure The structure of this subject for on-campus students comprises: One 3 periods lecture per week Subject materials Lecture notes (mainly from the text books) and essential readings which are recommended in each topic are key materials for this subject. Additionally, further readings, discussion questions, exercises and problems solving will help students understand thoroughly the fundamental issues of tourism management Prescribed textbooks: 1. SUBJECT HANDOUTS 2. Marc Mancini (1996), Conducting Tours, 2nd Edition, Delmar Publishers. 3. Cook R., Yale L. & Marqua J. (1999) Tourism – The Business of Travel – Prentice Hall Proposed schedule Time Content Week 1 (2 periods) Introduction of the subject Tutorial 1: - Guiding about Tourism terms - Group formation and assignment requirements Lecture 1: Tourism trend globally and in Vietnam Week 2 (2 periods) Tutorial 2: (Presentation) Group 1: - What are the 10 biggest international markets to Vietnam? Use date and number to talk about them more specifically? - Name and describe 3 types of tours that are the most popular today in Vietnam? Group 2: Present on Travel agents and tour operation system in Nha Trang or HCMC Group 3: Present on major restaurants serving tourists/ entertainment centers/ theme parks in Nha Trang Week 3 (2 periods) Lecture 2: What is tour conducting? Week 4 (2 periods) Tutorial 3: Group 4: Building up a professional working manner (Self-Preparation, Service mind, Standard for professional working manner) Group 5: Tour manager’s responsibilities Group 6: Characteristics Of A Good Tour Guide Week 5 (2 periods) Lecture 3: TG job - preparation for guiding the tour Week 6 (2 periods) Tutorial 4: Group 1: Management skills of the tour manager Group 2: How to deal with customers’ complains Group 3: How to deal with accidents Week 7 (2 periods) Lecture 4: Tour management and problem solving Week 8 (2 periods) Topics - Air Travel and Tours - Dining and Tours Tutorial 4: Group 4: Air Travel and Tours + Explain how tour operators negotiate with airlines + Discuss what tour manager must do before a group arrives at airlines terminal Group 5: Air Travel and Tours + Describe the procedures that face a group and a tour director upon arrival at a destination + Explain a tour member’s pre-boarding activities Group 6: - Dining and Tours: Planning to meet guest expectation Week 9 (2 periods) TG job - preparation for guiding the tour (Watch the film) Week 10-12 (6 periods) On-sight tour guiding examination: Nha Trang city tours Group 1: Group 2: Group 3: Week 13-15 (6 periods) On-sight tour guiding examination: Nha Trang city tours Group 4: Group 5: Group 6: Assessment Assessment for the subject will be on the basis of: Contribution Assessment points 20% Attendance 30% Class activity (Tutorial discussion leading and presentation) 50% Final exam: Tour conducting CONTENTS Lecture 1: TOURISM TRENDS AND MARKETING 1. GLOBAL TRENDS ► Tourism will grow faster than other industries ► Traditional markets will grow slower Western Europe, Americas ► Emerging markets will grow faster China, India, Brazil, Indonesia, Russia ► Tourism will provide > 10% employment worldwide 2011: 260,000,000 million jobs ► Social changes ► Economical changes ► Political changes ► Travel pattern changes ► Product Changes 2. VIETNAM TRENDS a. Global changes are Vietnam changes b. Vietnam has chance to learn from developments and apply measures early c. Vietnam to strengthen competitive edge, promote attractive brand and clear message, communicate benefits, standardize and improve services, research markets, develop and diversify new suitable products Lecture 2: WHAT IS TOUR CONDUCTING? OBJECTIVE After this lecture you should be able to Define terms commonly used in the tourism industry Explain why people take a tour Identify for whom tour guides and tour operators generally work Appraise the attraction of tour conducting as a career MAJOR CONTENT Why take a tour? Tour guides, Types of Tour guide Tour managers The tour manager personality Employers of Tour Managers The appeal and the downside WHAT IS TOUR CONDUCTING? The tour industry - As we journey from place to place, it’s easy to underestimate the complexity and scope of the travel industry. - Group travel represents about 4% of consumer travel. - Group travel is accelerating at a pace that outstrips that of the general travel industry - There are now student camping tours, wildness excursion, and even nostalgic bus tours for aging hippies. Tourists take a tour because of: The freedom from hassles and decision making - Tour help cushion clients from hassles The desire to save money and time - A well-designed and conducted tour minimizes wasted time and the client sees all the essentials in a convenient, efficient manner. Tour members enjoy a more upscale travel experience than they could afford The companionship of people with similar interests - The price of a tour, its destination and its activities will automatically predetermine the socioeconomic level and interests of group members - A tour gathers together people with special interests are called affinity tour The educational nature of touring - A tourist can learn many things such as history, geography, architecture, trees, bushes, birds… from their tour guide on a tour. The lack of alternatives - Tourist rarely have choices when the tour operators corner all the - A traveler who perceives a destination as especially strange, foreign, unfriendly, or even dangerous will also find comfort in the notion of a tour How people buy tour? Public or per-capita tours: tours offered to the public in this manner: - The consumer finds out about it from the company’s brochure, catalogues, or newspaper -advertisements, and then books the date. - Tickets are purchase either through the travel agent or by telephoning the company directly Customized tours: - One option is to set aside one of their regularly scheduled departures for a specific group - Tour operators create a customized itinerary at the special price. - This tour is rarely advertised outside the group. Types of tour guides On-site guide: - On-site guide conducts tour of one or several hours at special building, attraction, or limited area. - Tour may be given on foot or in some sort of vehicle - On-site guides rarely do make much above minimum wage except those employed by the government or by corporations. City guide: - City guide points out and comments on the highlight of a city, usually from a motor coach, minibus or van… - Driver-guide drivers and narrates at the same time - City guide often need to have considerable amount of accurate information about the municipal so that they are sometime tested and licensed by a local government agency. Specialized guide: - A specialized guide is someone whose expertise or skills are highly unique - Specialized guide has highly specialized knowledge of the history, art, and culture of that country. - Guide’s working places: large local tour companies, cruise lines, ground operators (land operators or receptive operators) Employers of tour managers Tour operators (also called tour companies, tour packagers, tour brokers, or wholesalers): Missions: 1. Employ tour manager 2. Contract with hotels, restaurants, attractions and transportation companies 3. Sell the tour to the public( directly or through travel agents) Types of tour operators: a/ Inbound and outbound operators: Inbound operators: - Specializes mostly in groups arriving in a special city, area, country - Examples: allies tours, American tour international and GoAmerica tours Outbound operators: - Takes groups from a given city or country to another city or country - Example: donna franca tours of Boston b/ Motorcoach and intermodal operators: Motorcoach operators: - Create tours, usually of about a week’s duration, that transport group members via motorcoach to their destination and back - Example: Tauck tours of Westport Intermodal operators: - Combine several forms of transportation to create a diversified and efficient tour package Other employers of tour managers: - An incentive house: - Approach a corporation with an overall strategy to boost sales, service by providing some sort of reward to the corporation’s most productive employees. - Meet-and-greet companies: - Hire guides and escorts to be on hand when individuals or small groups of travelers arrive at an airport. - Convention or meeting planners: - Hire guides and tour managers to operate pre- or posconvention tours for them lecture 3: PREPARING FOR TOUR GUIDING JOB GENERAL VIEW For Tour Guiding job, the tour guide needs to be professional by: Preparing for the working manner for meeting the clients. Being aware of the responsibilities of a tour guide Collecting the necessary information for the job LECTURE OBJECTIVES Make a list of what to prepare for a professional tour guide Implement the job following standard Practice MAJOR CONTENT Building up a professional working manner Tour manager’s responsibilities Tour preparation 1. TOUR MANAGER Definition: A tour manager is the person who runs the show when a band is on tour. The tasks a tour manager undertakes can vary, but they typically include things like: Checking in with promoters and venues to make sure everything is in place as planned, from accommodation to equipment. Keeping everyone on schedule - dragging the band out of the bar to get back on the bus, making sure the driver is there on time, etc. Handling the money from shows and paying out P.D.s Checking in and out of hotels Generally speaking, the tour manager is the go-to person for everything that happens on a tour, and it's their job to make things run as smoothly as possible. They are also the point of contact for the band when they are on the road, and so they field calls from local media and radio stations that want to set up interviews as the band passes through town, and they may also deal with the guest list. Like many jobs in music, there is a big divide between the work done by tour managers on smaller tours and tour managers on big budget tours. On a small indie tour, the tour manager may be the same person as the band manager, may double as the driver and the road crew, may be the most responsible member of the band, or may even be a friend who is along for the ride. These kinds of tour managers often take one a work horse/everyman kind of role, reacting to whatever comes up. On big budget tours, there may be a team of people in place running the tour, and the tour manager's job and responsibilities become more defined. For instance, if there is a full road crew in place, the tour manager simply makes sure they are doing their job and are where they're supposed to be when they're supposed to be there - but they don't actually have to look after the gear themselves. These tour managers act more as supervisors to the team working for the band. 2. Tour Guide Tips for On-site Presentations When a tour guide stops to introduce a scenic spot, here are some tips for a better presentation. Besides the spot introduction you communicate to your clients (which shall be knowledge preparation in advance), your on-site control matters. Choose a place capable of holding all your clients. Then you can present with less disturbance. If you stop at entrance or narrow sidewalk, your group will need to make way for passers-by. Both your clients and you are less focused. If you have to stop at such location, make your words brief and elaborate in the following places. Start your introduction after your clients all gathered in front of you. This is to avoid people missing your major points. Also, it saves your efforts to repeat same information. You may raise your voice a bit higher to catch the attention of all. In small-space popular sites like temples or museums, it often happens that several tour groups stop at similar time. Try to keep a distance from other tour guides, so that your clients can hear you clearly. Leave your back to the other guides and make yourself heard. But remember, do not shout. When your stop is outdoors, take notice of the natural environment. It’s ideal to have clear weather without wind. But these elements are not in the control of a tour guide. What can you do then? Find a sheltered stop when possible. Do not let your clients facing the sun (makes dizzy and turn away). Have your clients stand downwind, and your voice can be carried by the wind. Small details make big difference. What do you feel is most important to rember during an on-site presentation? A few more points that I teach guides I train: 1. Stand between what you are talking about and the group, so the point of interest is behind you. That way, everyone can hear you clearly, see you AND see what you are talking about. 2. Never turn your head away from the group and look at what you are talking about. Your voice will project away from the group and people will [...]... them at the start of your tour that you want to avoid shouting so people at the back can hear I also ask that taller people let shorter people (especially children) stand in front of them lecture 4: TOUR MANAGEMENT AND PROBLEM SOLVING GENERAL INTRODUCTION Besides providing information for the tourists during the tour, the tour escort is also a tour leader who manages the tour program and deal with... also a tour leader who manages the tour program and deal with any possible problems OBJECTIVE Handle all principles in the jobs as a tour manager Apply all effective tour managing methods MAIN CONTENT 1 Managing skills of a tour manager 2 Problem solving skills 1 Tour Manager - Skills and Knowledge the ability to get on well with people of all ages and backgrounds self-confidence . diversify new suitable products Lecture 2: WHAT IS TOUR CONDUCTING? OBJECTIVE After this lecture you should be able to Define terms commonly used in the tourism industry Explain why people. downside WHAT IS TOUR CONDUCTING? The tour industry - As we journey from place to place, it’s easy to underestimate the complexity and scope of the travel industry. - Group travel represents. productive employees. - Meet-and-greet companies: - Hire guides and escorts to be on hand when individuals or small groups of travelers arrive at an airport. - Convention or meeting planners: