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FAHMI, JEZ, HAFEELAH, AYU, SHEIK, DANNY

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How to conclude the post-trip of the tour?

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How to conclude the post-trip of the tour?

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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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How to conclude a tour on the last day and handling of gratitudes?

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How to conclude a tour on the last day and handling of gratitudes?

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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.

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Factors to consider for the routes and amount of time available for presentation of the tour commentary

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Factors to consider for the routes and amount of time available for presentation of the tour commentary

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- 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

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List down the understanding of the profiles of visitors.

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List down the understanding of the profiles of visitors.

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- Geographical Origin
- Country of Origin/ Cultural background
- Spoken langguages
- Educational level/ career
- Age of visitors

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What are the necessity of preparing appropriate themes

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What are the necessity of preparing appropriate themes

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Understanding the profile of visitors:

-GEOGRAPHICAL ORIGIN
.Documention
.Travelling Time
.Kinds of travellers
1)Children
2)Adults
3)Senior Citizens
4)Visitors with special needs

-COUNTRY OF ORIGIN/CULTURAL BACKGROUND
.Awareness
.Sensitivities
.Religious aspects
.Preferences

-SPOKEN LANGUAGES
.Communication
.Understanding

-EDUCATION LEVEL/CAREER
.Interest
.Exposure
.Comprehension/Understanding
.Income
-AGE OF VISITORS
.Limitation when conducting walking tours
.Interest
.Energy Level

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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:
- Notify the local police immediately
- Advise a consular official, if appropriate
- 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.
- Call the tour company so it can inform the client’s next of kin and follow up with a letter
of sympathy.
- Do everything you can to comfort the rest of the group and get their minds back on
the vacation.

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Factors to consider when determining the amount of time available for delivery of tour commentary

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Factors to consider when determining the amount of time available for delivery of tour commentary

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- duration of tour
-number of stops
- time of the year
-importance and significance at each stop
- distance and time required when travelling from one place to another

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Tourist should double check their luggage before the leave the airport.

The airport will not will not accept liability for damage to the baggage due
-Wear and tear including cuts and dents and marks
-Over packing
-Unsuitably packed baggage

Note to travellers: Please produce a receipt for any repairs

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List down all the long list of items which the airlines not held responsible for.

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List down all the long list of items which the airlines not held responsible for.

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- Jewellery
- Laptops and other electronic items
-Business documents
- Passports and other identification items
- Cash
- Computer Software
- Eyeglasses, sunglasses and contact lenses
- Keys
- Medicines
- Precious metals
- Silverware
- Antiques
- Heirlooms

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In the case of technical fault, the airline may:
- delay the flight is the technical fault can be resolved in a short time.
- cancel the flight and arrange for alternative flights (possibly on the airline’s next
flight or on another airline).
In case of bad weather:
- Watch for options to change your plans:
Pay attention to the weather, and if the weather conditions are going to be bad,
check the airline's website to see if they have provided a flexible rebooking policy.
Many airlines do so in poor weather. In a nutshell, the waivers allow travellers to
make one change to their itineraries with no penalty. So, if you can fly a day or two
later, it may be worth changing your ticket to move your travel away from when the
storm is expected to be worst. Or, if you want to postpone your trip altogether, the
policies sometimes waive the change fee and give you allow postponement of the
flight within a certain time frame.

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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.
There are security features such as SIM card locking and PIN codes that can be activated
to prevent unauthorised usage of the lost or stolen mobile phone. However, these
features must be activated before the loss. Hence, it is encouraged that all mobile phone
users should make use of security features available

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Stolen/Lost/Misplace Passport
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 replacement passport when you return to Singapore

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1. The fix
-Get tour members to adjust the new time zone
-commence your travels well-rested so that you have a supply of energy to dtaw upon
-Use discipline, adapt to the local timezone
-Avoid naps during the day
-Get plenty of bright light during the sunshine

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The Fix
- Drink plenty of fluids and electrolytes to avoid dehydration.
- Eat probiotic foods such as yogurt, or take a Lactobacillus acidophilus supplement.
- Eat starchy foods such as plain rice, bread, and bananas; avoid spicy food for a while
as well as acidic citric and fruits.
Be careful about what you eat and drink
- Ice cubes
- Shellfish (eg, mussels, oysters, clams) and uncooked seafood
- Eggs
- Salads
Determinant of risk is travel destination
- Low-risk countries: the United States, Canada, Australia, New Zealand, Japan, and
countries in Northern and Western Europe.
- Intermediate-risk countries: Eastern Europe, South Africa, and some of the Caribbean
islands.

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What do you do if a client lost his/her credit/debit card

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What do you do if a client lost his/her credit/debit card

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- If a traveller’s debit or credit card is lost or stolen, he/she should
report it immediately to the issuing bank. The bank will cancel it
and arrange a new card.
- 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.

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-expected tour management to be a host , rather than a leader. Expecting service to be professional an impartial.

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Traveller's diarrhoea (TD). It is due poor hygiene practice in local restaurants which likely the largest contributer to the risk for TD.

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What to do when they get separated at an attraction or shpping mall

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What to do when they get separated at an attraction or shpping mall

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-there should be a central point for the group to assemble. This could be information desk, fountain or any prominent building. Bring their attention to the name and colour of the coach.

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-make the group aware that they have a part in saving the environement
-Eg: Not litteirng and disturbing wildlife

2.Avoid supporting child labour
-Do not buy souvenirs from them as it is supporting child labour

3.Avoid buying souvenir made from immoral origins
-Tourist should avoid buying any items that is produced from animal,insects or wildlife
-Tour leader should play an important role in educating the tour group

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What are the things to take note of when managing a tour group?

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What are the things to take note of when managing a tour group?

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- Seat Rotation
- A tour manager must be fair
- A tour manager should be available at all times.
- Praise a tour group’s behaviour
- Exceed the client’s expectations
- What to do if they become separated from the group
- Challenges with incentive tours

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Examples of exceeding client's expectation

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Examples of exceeding client's expectation

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- stop at a food tasting farm or factory
-little gifts provided free by the city's NTO
-thank you notes from tour manager which is slid under client's hotel room doors on the last night.

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What are the ethics involved in conducting a tour.

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What are the ethics involved in conducting a tour.

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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.

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FUNCTIONAL ROLE AND DUTIES OF A TOUR LEADER

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FUNCTIONAL ROLE AND DUTIES OF A TOUR LEADER

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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.

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Why do we need to be mindful of the environment which they work in

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Why do we need to be mindful of the environment which they work in

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-the preservation of unique natural and scenic areas.
-the conservation of monuments,buildings, historic towns and cities.
-promote sustainable tourism with clients and tour operators

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How do you maintain good personal hygiene practices

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How do you maintain good personal hygiene practices

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-bathe regularly
-trim your nails
-brush and floss
-wash your hands

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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.

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1. The type of image a tour leader needs to mantain during a tour
2.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.
3.Face
- Eyebrows frame the eyes and can add to a professional image or ruin it.
- Facial hair should be neatly trimmed.
4.Dress code
5.Importance of mantaining a proffessional image
6.Good personal hygiene practices
- Bathe regularly.
- Trim your nails.
- Brush and floss.
- Wash your hands.
7.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.
8. Introducing yourself
- Smile and make eye contact
- Shake hands with a firm grip.
9.Nervous Habit
- Habits such as nail biting, hair twisting, nose scratching, unnatural eye blinking,
needs to be under control, as they can be detracting your image.
10.Remembering names
- Pay attention to how a person states his/her name.
- Try to use the person’s name to personalise the conversation.

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1. Punctual
2.Polite
3.Friendly
4.Able to solve problems quickly
5.Sense of humor
6.Honest & Trustworthy
7.Good presentation skills
8.Respect Customers
9.Responsive and responsible

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Q. What are the difference between Tour Conducting and Tour Guiding?

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Q. What are the difference between Tour Conducting and Tour Guiding?

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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. While 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.