General guiding techniques on the coach For tour escorts
Seat arrangement principles and skill 1. 「愈早報名，坐得愈前」 ( 客人名單上是按報團 日期順序排列的 ) 。 2. 老弱及有需要特別照顧者 ( 如 reconfirm 時道某客 人腿部扭傷或行動不便者 ) 編座前排。 3. 年青情侶 或年青人可安排在較後排位置，他們 通常會較易「話為」及喜歡坐於較後位置。 4. For security reason, do not assign seats of the first row on both sides and the middle seat of the last row. 5. Seat rotation: pros and cons?
旅遊車座位表 (A) ─ 國內標準 37 座位 第9行第9行 XX 第9行第9行 第8行第8行 走 第8行第8行 第7行第7行 第7行第7行 第6行第6行 第6行第6行 第5行第5行 廊 第5行第5行 第4行第4行 第4行第4行 第3行第3行 第3行第3行 第2行第2行 第2行第2行 第1行第1行 X Guide X X Leader X 第1行第1行 車門 司機
Standing position and posture 1. In the middle of the Aisle 2. Well-anchored yourself by the backing board that folds out in the aisle. 3. Don’t rest your hand on the luggage rack inside the coach. 4. Don’t stand on both sides of the upper floor.
First-hand address skill ( 第一手咪技巧 ) 1. “Good morning” 2. “Can the last row hear me?” (sound testing skill, don’t blow or beat the mic) 3. Welcome 4. Self-introduction 5. Wish a happy journey 6. Brief / key points to note: “weather, meals and lodge, coach and caring on walking tour” ( 衣、食、住、行 )
Coach briefing 1. Weather: four days weather forecast, proper clothing 2. Meals: no. of meals, meal seating arrangement, table stands (display out if available) 3. Lodge: name of hotel, standard, selling point 4. Vehicle: coach no., display signs (front, sides and back) 5. Walking tour: guide in the front, leader at the back 6. Introduce and pass the mic. to the guide.
What going to do next? 1. To check whether the following facilities are OK: –Air-conditioner ventilation outlet –Sun blinds –Seats –Seats’ handrails 2. To adhere signs on both sides and at the back window of the coach
Some other professional practical skills 1. Drop down every request or opinions onto a notebook in front of customers. 2. Report back to customers when your have followed up a request or complain. 3. Be proactive to give information and offer recommendations instead of doing so passively when being asked. 4. Be able to tell a few vivid stories, to play some games and to arrange programmes like watching videos during long coach journey.
Part 1 – Comment on the tour guide’s performance (30 minutes) 1. Guiding on the Coach DSS 20328 S10 A3 demo 1) Guiding on the Coach DSS 20328 S10 A3 demo 1) 2. Guiding in Mai Po (DSS 20328 S10 A3 demo 2) Guiding in Mai Po (DSS 20328 S10 A3 demo 2) 3. Guiding on the Coach (DSS 20328 S10 A3 demo 3) Guiding on the Coach (DSS 20328 S10 A3 demo 3)
Part 2 – Practical tour guiding (30 minutes) Make use of the video showing the sceneries and the proposed tour commentaries (Attached word file); demonstrate how to be a professional tour guide. 1. Session 9 Peak Victoria (Walking tour) 2. Session 15 Repulse Bay (Walking tour) 3. Session 16 Repulse Bay > Stanley Market 4. Session 17 Stanley Market (Walking tour) 5. Session 24 Western Police station > Macau Ferry Terminal 6. Session 25 Macau Ferry Terminal > Star Ferry
Activity 4Role Play – Expecting the Unexpected Please group among yourselves (4-5 members a group), assign the roles, spend around 5-10 minutes to conduct the role play (of each scenario):
Scenario 1 You told your clients on the coach that buffet dinner will be arranged, as listed in the tour itinerary, and included in the tour cost. When you arrive the restaurant; however, the restaurant manager claimed the arrangement should be set menu… Roles: 1. Tourist guide (1) 2. Restaurant manager (1) 3. Demanding Tourist insists to have buffet dinner as promised (1) 4. Tourists (1-2)
Handling disarrangement of buffet 1. Settle the customers seats first 2. Talk to the seniors of the restaurant 3. If not successful, call back your Agency for assistance 4. If not successful, give compensation in the next meal.
Scenario 2 A tour member has epileptic seizure on the coach. He is recovered after taking a rest. On the next day, the same client has again the seizure at a sightseeing point. What would you do? Roles: 1. Tourist guide (1) 2. Tourist having epileptic seizure (1) 3. Tourists of the same group (2-3)
Handling epileptic seizure case 1. Stay calm 2. Call your Agency immediately for professional advise if you are not sure of how to handle whatever cases. 3. To find out the reasons for the seizure, if possible, for example, forgot to take pills as scheduled. 4. Encourage and escort to medical consultation, if necessary.
Scenario 3 A tourist Mr. Chan is always late throughout the trip. Many tour members expressed dissatisfaction to this Chronically Late member. What would you do? (The tour guide can have different responses and actions at different stage) Roles: 1. Tourist guide (1) 2. Chronically Late Tourist Mr. Chan (1) 3. Tourists of the same group (2-3)
Handling late-comer 1. The rule is expressed to the whole group in a humorous way 2. Appraise those being on time 3. Talk to the latecomer individually 4. Apologize to those being on time 5. Give them an ultimatum: Be on time or will leave, inform of the next stop 6. If someone who is chronically late: after waiting for some moments, get on the bus, have your on-time group members present, then leave…