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What should you do if a passport is lost / stolen / misplaced overseas?

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What should you do if a passport is lost / stolen / misplaced overseas?

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Step 1: Lodge a report with the local police immediately

Step 2: Obtain a document of identity from the nearest Singapore overseas mission

Step 3: Apply for a replacement passport when you return to Singapore

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What are the routes and amount of time available for presentation of tour commentary

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What are the routes and amount of time available for presentation of tour commentary

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Once the theme of the commentary had been identified, tour conductors will need to consider the tour routes, amount of time spent on the road. To get to a site or attraction, there are usually a few routes to reach the place. Tour conductor/ guide will choose the route that is efficient, and suits the theme. This will allow tour conductors/ guides to determine the amount of time available for delivery of tour commentary.
Factors to consider:
- Duration of the tour

  Number of stops

  Importance and significance at each stop

  Distance and time required when travelling from one place to another

  Time of the year

A tour guide must also be mindful to weather conditions. If outdoor visits are on the afternoon’s agenda and the weather isn’t favourable, then shifting the visit to the morning or another day may be a good idea.

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-To deliver the product as detailed in the itinerary and ensure that the clients receive in full the components of the tour, as far as possible.

-Tour Managers should give a balanced picture of each area, city or country included in the tour, taking care not to prejudice clients against any area or group of people.

-Sensitive or controversial topics should be handled in an unbiased manner where they must be addressed.

-They should never undermine the quality of their services to Tour Operators and clients by abuse of drugs or alcohol.

-The requirements of clients for value and quality should be paramount in all suggestions for shopping, eating out and entertainment. Optional excursions and entertainment must be offered only on the basis of full Tour Operator approval.

-Tour Managers should be mindful of the environment in which they work to ensure;
>The preservation of unique natural and scenic areas.
>The conservation of priceless monuments, buildings, historic towns and cities.
>To promote sustainable tourism with clients and Tour Operators.

-Environmental concerns
Make the group aware that they can have a part in saving the environment.

-Avoid supporting child labour
Although the little children selling souvenirs in some developing countries (e.g. in Cambodia, Laos, India and many others) can be cute and persistent, buying from these children on the streets may deprive them of a future.

- Avoid buying souvenirs made from immoral origins
Some common souvenirs found in markets around Southeast Asia come from immoral origins. Responsible tourists should avoid buying anything produced from animals, insects, or sea life.

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ON THE LAST DAY AND HANDLING OF GRATUITIES

On the last day of the tour, the energy level of the group will be low. It is important for the tour leader to liven up the mood, spirit and energy because the last day is important in leaving a lasting impression. If the group is on the plane or train, make an effort to move around and interact with all the tour members as much as possible. If the group is on a coach, carry out as many activities as possible.

This is also the time to collect tips, thank the tour group and review their feedback for the tour. The tour leader should initiate the collection of tips for tour guide and driver, based on recommended amount. The clients had been informed of the

recommended tipping amount during the tour briefing conducted at the travel agent’s office. The tour leader will put the money collected in an envelope and hand over to the guide and driver in front of the group with a short thank you speech.

Tour leaders should also thank the group members in a short and inspiring speech and express the hope that they found the tour interesting and will purchase the next tour with the company again. It is a good time for the tour leader to get members to fill up feedback form.

After arriving back to Singapore, the tour leader should wait till the last member has picked up his/her bag and left the immigration/customs. That will be the end of the tour leader’s duty in supporting the group.

POST -TRIP
After the trip, the tour leader usually reports back to the company on the next working day. Tour leader will turn in all the required forms (i.e. supplier evaluation forms, feedback forms from clients, and report describing any unusual events that may have occurred during the tour. Some companies also follow-up with a thank you note to the clients.

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Organise the day-to-day management of the tour effectively.

Assist their clients in all areas where their expertise is required.

Inform the clients in the management of foreign currencies, the culture and lifestyle of the area being visited.

Deliver appropriate general history and current affairs information.

Deliver practical information regarding dress and behavior, shopping and entertainment, sightseeing and cultural events.

Make passengers aware of health and safety requirements as required by law and as instructed by the Tour Operator.

Familiarize themselves with any emergency and/or special incident contingency plans outlined by the Tour Operator.

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Describe the necessity of preparing appropriate themes / sub-topics according to the audience’s profile

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Describe the necessity of preparing appropriate themes / sub-topics according to the audience’s profile

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Themes in the tour commentary will assist in linking ideas and messages tour conductor intend to send to their tour members. It allows tour conductor to focus on a particular theme, so the audience can understand better. Better understanding of the destination will give the tour members lasting memories of the trip.
The information will help tour conductors to prepare more efficiently and effectively, tailoring to the needs and expectations of the group, when interacting and delivering tour commentary.
 Understanding the profiles of visitors
•GEOGRAPHICAL ORIGIN
-Documentation
-Travelling time
-Kinds of travellers
Children, Adults, Senior citizens ,Visitors with special needs
•Country of origin / Cultural Background
- Awareness
- Sensitivities
- Religious aspects -Preferences
•Spoken languages 
-Communication
- Understanding
•Educational level / Career
-Interest
-Exposure
-Comprehension / understanding
- Income
• Age of visitors
-Limitation when conducting walking tours
- Interest
- Energy level

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List and explain the types of crises on a tour

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List and explain the types of crises on a tour

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1) Traveller's Diarrhoea, TD
-  Poor hygiene practice in local restaurants is likely the largest contributor to the risk for TD. It is caused by eating food, or drinking water, contaminated by germs including bacteria, viruses and parasites. Other symptoms can include high fever, vomiting
and abdominal pain.

2) Jet Lag
- Jet lag is a temporary sleep disorder among air travellers crossing more than two or three
time zones. Jet lag
occurs as a result of the slow adjustment of the body clock to the destination time. Your reflexes are slower – both mentally and physically.

3)Theft and losses (Lost / Stolen / Misplaced Singapore Passport)
- It is recommended that Singapore citizens make a photocopy of their passport and
Identity Card before they leave home, so that they can be identified by these documents
in case they lose their passport.

4) Loss of credit / debit cards
- Prior to the report of lost or stolen debit or credit cards to the bank, the cardholder is responsible for all transactions made on the card. Once it had been reported that the card is lost or stolen to the issuing bank, the traveller will not be liable for any fraudulent transactions on the lost or stolen card from the time the bank was notified.

5)  Loss of mobile phone
-When a traveller lost his/her mobile phone, it should be reported to the service provider
immediately to disconnect the service and arrange for a replacement SIM card and/or mobile phone. Traveller may wish to make a police report if it is suspected that the phone has been stolen.

6) Loss or delayed baggage
- When your bag did not appear on the carousel, stay at the airport and make the report
immediately. Before you leave the airport, be sure you know how to check on your bag status some airlines have an online system while others will provide you with a phone
number to call for updates.

7) Damaged luggage
- Once you've gotten your bags off the carousel,
immediately check them for damage or other signs of
tampering or mishandling. Report any damage before
leaving the airport

ost airlines will not accept liability for
damage to the baggage due to:
 Wear and tear, which includes cuts, scratches, scuffs,
dents and marks that may occur during the course of
handling;
 Over-packing
 Unsuitably packed baggage

8)Transportation delay and cancellation
- There are a number of reasons a flight can be delayed or cancelled. The most common
reasons are due to technical faults of the aircraft or bad weather. Flight delays and
cancellations can happen at any time of the year, but they're especially problematic when a big storm sends disruptions rippling throughout the system.

9)Accident
If a medical emergency occurs, depending on severity, the following steps may be taken:
- Send victim to a nearby hospital
- Ask whether anyone in the group has a medical training. Apply your own medical
knowledge if there’s no other choice.
- Contact local emergency medical services and local police if the situation is serious.
- Follow up by alerting your company, filling out a company accident/illness report and if necessary, help to set up separate arrangements for a client who is too ill to continue the tour. Try to determine what portions of a tour will be refundable or can be changed. Make no promises and follow company procedure to the letter.
No occurrence can be more disturbing to tour manager and clients alike than the death of a passenger. It happens rarely but when it does, the tour conductor must
take the following steps:
1. Notify the local police immediately
2. Advise a consular official, if appropriate
3. Remain with the deceased until police or consular reports have been completed and authorities have taken responsibility for the body. The tour may have to continue
without you for a half day or so under the leadership of the driver or the step on guide.
Make sure to be extra sensitive and sympathetic to the deceased’s travelling
companions.
4. Call the tour company so it can inform the client’s next of kin and follow up with a letter of sympathy.
5. Do everything you can to comfort the rest of the group and get their minds back on
the vacation.

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• Importance of maintaining a professional image
->Having a professional image throughout the tour is crucial to setting a tone and conveying an immediate sense of confidence and poise. The first impression is a lasting impression. A tour conductor should be suitably dressed, well groomed, in good health and possess good body hygiene.

• The type of Image a tour leader needs to maintain during a tour
-HAIRSTYLE

 A polished look means:
*hair should be neat and tidy.
*keep your hair in good condition, without splits or ragged ends *hair colour dye should be dark. No two-toned look.

-FACE
* For ladies, light make-up will be required. Lipstick can add colour to your face and outfit. The darkness of eye makeup and lipstick should match. If you wear dark eyeliner and eye shadow, ensure you avoid light lip colour.
*Facial hair should be neatly trimmed.
*Be conscious of hair growing out of your nose and ears. If this is happening to you, make sure they are trimmed.
* Eyebrows frame the eyes and can add to a professional image or ruin it.

-DRESSCODE
Tour leaders should be suitably professionally dressed, groomed and well-mannered in the presence of clients, bearing in mind that Tour Managers are working and it is the clients who are on holiday.

Tour leaders should be suitably dressed, according to the tour itinerary.

For general touring, males should be in business shirt and pants, with a tie. Comfortable leather shoes to be worn; females could be in appropriate dress or business shirt and skirt/pants. Appropriate and comfortable leather covered shoes to be worn.

For touring that includes adventures or sports, tour conductor could be in polo t-shirt and long track pants. Sneakers or track shoes could be worn. Under no circumstances should a tour conductor be bearing Bermudas with slippers.

-GOOD PERSONAL HYGIENE

  Bathe regularly.

  Trim your nails.

  Brush and floss.

  Wash your hands

-IN GOOD HEALTH
Tour conductors often need to travel for days and can be easily exhausted.   On some tours, some hiking, climbing the mountains may also be required.Get plenty of sleep -8 hours to take on a new day. Lack of sleep can compromise your body’s natural defences, your immune system.

-NERVOUS HABITS
Habits such as nail biting, hair twisting, nose scratching, unnatural eye blinking, Needs to be under control, as they can be detracting your image.

-INTRODUCING YOURSELF
Stand when shaking hands with others.
 Extend your hand and state your full name.
 Smile and make eye contact
 Shake hands with a firm grip.
 Give a pleasant greeting such as “it’s nice to meet you”.

-REMEMBERINNG NAMES
attention to how a person states his/her name.   Try to use the person’s name to personalise the conversation.   People like to have others remember their names. If you forget someone’s name, apologise and ask the person to repeat it.

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State the different personal qualities of a tour leader.

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State the different personal qualities of a tour leader.

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Punctual
 Polite
 Friendly
 Able to solve problems quickly
 Sense of humour
 Honest and trust worthy
 Good presentation skills
 Respects customers
 Responsive and responsible

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Tour Guiding is usually for a shorter length of time. It refers to the specific activity at a sight or an attraction for a scheduled portion of time.

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Escorted tour companies should have a “seat rotation” policy. This prevents tour
members taking up their “own seats” on the coach for the whole tour.

A tour manager should give equal attention to all the tour members in the group.

A tour manager should be available at all times. Tour managers should remain with the group even if it is temporarily led by someone else. The group may see it as a form of unfair and uncaring act and this sometimes provokes
resentment.

Praise a tour group’s behaviour. The effective tactic is to thank a group the first time all its tour members
are punctual. With positive reinforcement, a pattern will be set and peer-group pressure
will also discourage those who otherwise might be habitually late.

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Tour Conducting is about managing tours, it involves traveling with groups while staying with groups, controlling and entertaining people dealing with problems and at times guiding tours. The tour leader can be with the group, depending on the type of tour, for one to three weeks. Sometimes, tour manager, tour conductor and tour leader are used interchangeably, even though there are some differences in their roles.