TOUR GUIDING TECHNIQUES NOTES.

Topic 1: INTRODUCTION TO TOUR GUIDING

Subtopics

 Concepts of tour guiding: Understanding tour guide

 Terminologies Used In Tour Guiding: Meaning and definition

 Main components of tour guiding

 Importance of engaging tour guides

 Types of tour guide

 Roles of tour of guide

Learning outcomes

1. understand the meaning of tour guiding

2. Explain the roles of tour guides in the industry:

https://www.youtube.com/watch?v=O3UFqTmqhm0 (tour guide documentary

https://www.youtube.com/watch?v=dLkGCBmTq8I

https://www.youtube.com/watch?v=4_BNN6IiFJQ (tourist expectation)

1.1 Concepts in tour guiding techniques

Tour guiding is a management tool which visitors understanding of and attitude to

the site can be enhanced.

It requires high level of consciousness on the managing organization both during

planning and execution.

It involves communication and a form of interpretation.

 Because of a different cultural background, tourists tend to have a different

perception which is selective in nature.

Visitors therefore seek expert advice for an “effective Guide” to make sense of the

destination visited. This expert is tour guide.

The job of the guide is therefore not just to tell the visitors about a monument or destination,

it includes helping visitors understand and feel the destination.

The tourist guide is therefore responsible for creating an image and a right context for the

tourists. A tourist guide is therefore, often called an interpreter or tour leader.

Tourism is all about “ritual inversion”. This means people travel to see and make sense of

things in a place which is different, almost inverted from theirs. People from beaches would

love to go to deserts and vice versa, Plains to hill stations and vice versa and Crowded

cities to serene villages travelers love to make a sense of things around them like how

people live, why they live that way, why they had been living that way. This is simple in

terms of education. Education has two planes.

 Elementary- to know about people and places

 Realization – being immersed in a situation

1.2 Meaning and definition of terms

Tour guiding:

 It’s the process of interpreting attractions to visitors, directing, informing,

instructing, and leading them in the visited places? It 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.

 It’s about managing tours, it involves traveling with groups while staying with

groups, controlling and entertaining people dealing with problems and at times

guiding tours.

Tour guide:

 It’s a person who guides visitors in a language of their choice and interprets the

cultural and natural heritage of an area, which personally possesses an area-specific

qualification usually issued and / or recognized by appropriate authority.

  it’s a person who provides assistance, information on cultural, historical and

contemporary heritage to people on organized sightseeing and individual clients at

educational establishments, religious and historical sites such as; museums, and at

various venues of tourist attraction resorts

Tour:

 It’s a pre-arranged journey which includes accommodation, transportation, food

service and entertainment, to one destination and back to the point of origin

Tourist:

 one who travels for a period of 24 hours or more in a place other than that in which

he or she usually resides, whose purpose could be classified as leisure (whether for

recreation, health, sport, holiday, study or religion), business, family, mission or

meeting

Tourist attractions:

 Tourist attractions are defined as being destinations for visitors' excursions which

are routinely accessible to visitors during opening hours. Visitors can include local

residents, day-trippers or people who are travelling for business or leisure purposes.

Formal definitions exclude shops, sports stadia, theatres and cinemas, as these meet

a wider purpose, although in practice tourists may consider the excluded categories

to be tourist attractions.

Visitors:

 A broader category than 'tourist', includes tourists and same-day visitors.

 A non-residential person visiting the place.

Attraction:

 It is a physical or cultural feature of a place that can satisfy tourists’ leisure based

need.

Site:

 It is a particular place bound by physical or cultural characteristics

Travel:

 The act of moving outside one's home community for business or pleasure but not

for commuting or traveling to or from usual places.

An itinerary:

 A documented plan of the tour.

 A schedule or an arrangement of programs or events. It is prepared for designing

package tour.

 It shows the origin, destination and en-route halting points and duration of

halts along with elements of services like hotel rooms, transports, activities and

miscellaneous services.

Tour commentaries:

 Are the narrations a tour guide prepares and uses in order to explain and describe

tourist attractions to a tour group, which includes giving facts and answering

questions from tourists, as well as explaining local rules and taboos about the sight.

Tour guiding refers to an act that provides assistance, information, interpretation to people

on organized tours, individual clients, educational establishments, at religious and

historical sites, museums, and at venues of other significant interest. It should be done by

a person (normally) have a recognized national or regional tourist guide qualification.

1.3 Main components of tour guiding

 The ATTRACTION

 The VISITOR

 The GUIDE

1.4 Importance of engaging a tour guide

The following are the importance or benefits of hiring local tour guides:

a) Experienced guides make trips enjoyable and educative

This is because they have a wide history concerning the tourism site. They have been in

the profession for a good number of years which means they know everything about the

site, unlike the new guides who could be still in the process of learning these sites.

Therefore the client is able to learn a lot in the entire walking tour or traveling tour with

the help of the experienced guide.

b) . Tour Guides help you save time

It can be tiring queuing a line for hours to be a tour guide on the same day you are to go

for the trip. Therefore hiring a tour guide earlier which is done through online booking by

logging in to the tour guide advisor account can be a great deal to help you save your
precious time. This time is then spent well on the trip where you get to learn a lot at a

good pace because you have adequate time.

c) Tour Guides Are Flexible

Flexibility is one of the greatest advantages while hiring local tour guides. They operate

as per your request. This means that you are the one to inform him/her of the best time

and place you are comfortable with to do the touring.

1.5 TYPES OF TOUR GUIDES

A) Free Lance – not permanently connected with any tour operator and paid per trip.

B) Staff Guide – permanently connected with a tour operator, receives monthly salary.

C) Local guide – a person competent enough to guide in a certain locality or area.

D) Tour conductor/Escort/tour manager – person who accompanies a group of

tourists from the point of origin to the destination, and back to the origin.

E) Specialist – person who specializes in a certain field such as botany, architecture,

etc. Linguist – person who speaks fluently two or more foreign languages.

F) Eco-Tour Guide- who perform the tour guide roles within ecological classified

areas, where nature. Flora and fauna and the local communities or indigenous

people are the main interest. d

1.6 Qualities of an effective tour Guide/ Characteristics of good tour guides

 Sensitivity- wide range of human understanding

 Sympathetic person, ready to help visitors

 Reliability (meeting deadlines, providing appropriate information, trustworthy

  Knowledgeable person on attractions, destination and other issues of the country

and world

 Effective and competent communicator, tour guides must have an ability to

communicate well. This includes articulation, eye contact, gestures, and a clear

pleasant speaking voice.

 Self-confidence- combining self-esteem with experience. This enable guides to

carry on their tasks effectively, to put people at ease and to help create enjoyable

experiences.

 Proactive Nature- this means to initiate change and the willingness to assume

responsibility for initiating change.

 Flexibility- ability to be adaptable and patient.

 Authenticity- being genuine and honest.

 A Pleasant, Professional Appearance- First impressions are often lasting and are

frequently based on one’s physical appearance.

 Decisiveness- a guide must be able to make quick decisions.

 Good Health- guiding requires great exertion.

 Personal Integrity- a strong sense of ethics is essential to success.

1.7 Roles and responsibilities of tour guide

Tourist guiding has an important and multifaceted role in contemporary tourism. A safe

and quality experience offered by a guided tour involves the guide, tourists and the

environment, and is fulfilled when all the three components interact at the same point in

space and time. The role of guides in the tourism system distinguishes itself by its potential

to manage and orchestrate tourist experiences, enhance destination image and implement
the goals of responsible tourism. What guides present and interpret takes effect on the way

in which their customers experience a place or attraction, understand local culture, and

engage in local activities and how they behave on the spot. As front-line professionals,

information-givers and interpreters, the guides act as destination's representatives and

"ambassadors" in the eyes of tourists. Tourist guiding is one of the important factors of

successful presentation of destinations in contemporary tourism, affecting the resulting

economic and social benefits.

 A Pathfinder/Leader The guide as leader must have skills such as willingness to

assume responsibility, ability to organize and make wise decisions, ability to

respond to emergencies, and the skill to coordinate several administrative tasks

simultaneously.

 Sales Representatives It is confirmed that tour guides becomes representatives of

their employees from the commencement of every tour and their performance

influences not only current visitors’ experiences but also potential visitors’

intention to buy products because of effect due to word-of-mouth.

 Mediator A tour guide is a mediator as he/she builds bridges between local

communities/attractions and tourists and facilitate positive interaction

 Tour guides act as ambassador since tour guides are the leading players in

enhancing the image and reputation of the destination. In representing their locality,

tour guides act on behalf of their country, and hence, it is no surprise that they are

commonly referred to as “ambassadors”.

 Tour guides act as an Interpreter to reveal meanings, values and significance of

local environments and cultures.

  Tour Guide Acts as Coordinator Tour guide act as the link between the various

suppliers and coordinates the delivery of services from each. The supervision of

luggage van handlers-is coordinated by the tour guide and assisted by the courier.

 A tour guide plays a role as an educator/teacher/mentor, guiding the group telling

them where/what and when to look at, what to do and how to behave in different

destinations.

 Advisor

 Informer

 Organizer

 Encourager

 Informer

 Reassure

 Leader

 motivator

In summary a tour guide:

 Receive guests at the airport and help with luggage (in India tour guides may not

be allowed in baggage claim area in the airport). However, guides may have to

receive guests at rail stations or bus station and helps guests with luggage.

 Help guests with transfers

 Accompany them to hotels and help them settle, including assigning rooms and

with instructions relevant to the use of rooms

 Escort guests during the tour and keep updated about itinerary and schedule.

 Responsible for activities related to tour

  Have to help with logistics including meals and transportation throughout the tour

 Take care of the crises resulting from unforeseen changes, conflicts between group

members, conflicts between tourists and hosts, mix ups etc

 Keep tour company informed about the tour and how it is progressing

 Provide feedback to the company

1.8 PRINCIPLES OF TOUR GUIDE

The job of a tour guide will change to include different responsibilities, depending up on

the length of the tour. The engagements of a guide at different points on the tour there by

differs. At times they may have to handle a long tour- or otherwise a day tour, or a short

tour within the premises of a monument for a few hours.

1. Be a People’s Person

You need to be good with the people- enjoy working for the people, helping and serving

people should come naturally to you. You are their friend, philosopher, and guide. You

might be the first contact during the tourist’s trip. You might be the only familiar person

for them in the unknown place. Do not get irritated when someone asks you questions

which you are not good at to answer. Be prepared to handle unexpected situations and

problems. Empathize with the guest and try to resolve the problem at the earliest. Show

your concern. Do not convey that the problem is too unimportant to deserve attention.

2. Be a good company

Entertain, Demonstrate enthusiasm in meeting people. Convey that you are happy to see

and meet them. (Guests). Exhibit liveliness. Suggest that you are always ready, willing and

capable in helping others. Assure the guest that you are in control of the situation. This will
go a long way in comforting the guests. Good sense of humor is the most powerful tool to

become a successful guide. Guests are not there to attend a boring instructional class. They

are there to enjoy and the entire experience has to be lively enough on par with their

expectations.

3. Good communication skills are fundamental for becoming a good tour guide

Speak clearly and to the point. Make it clear in advance, which language you are going to

use. Ensure everyone understands you. Educate your guests about objects of interest,

artifacts, natural or cultural assets of the destination, events people and their lives. Look

for occasions when it is most relevant to share a particular piece of information. Right

context is the key to make a point effectively. Make good use of all your features to make

a point. Smile, eye contact, body posture etc. You are not the boss. People have come to

enjoy. Your job is to help them to have fun. Your job is to organize and facilitates fun. You

will have to play a coordinator for the group members. Loose commentary with lots of

details is out. Bottom line is to create opportunity for tourists to participate and immerse in

experience at the destination. Encourage them to ask many questions. It has to be a two

way thing.

4. Energetic.

You will do so only when you are in good shape. Tour routines will be demanding. A tired

looking dilapidated guide is the last thing that tourists would like to see. So stamina and

good health are things to think about.

5. Be a Thorough Professional

Clients like to do business with professional people. Be punctual always. Always be there

before the stipulated time. This will make the guests comfortable. Be organized. Display
clarity about what has to be done. Courtesy has no substitute. Remain attentive to guest’s

queries and demands. Do empathize. Try to learn what your guests would like to know and

be informed. Put yourself in their shoes. Inform tourists of locations, timings, special

consideration if any etc.

Being Knowledgeable will make up for many deficiencies. Nothing will make up for

knowledge. As a guide you must have detailed information about different aspects of the

tour like logistics, accommodation etc. Do research in order to provide a memorable

experience. Try to learn about the group, their interests, their previous itinerary and

experience at your destination. Present yourself in an interesting way. Share your

knowledge where by people feel that they have lived the experience. Do your best to

recreate an experience, tell stories, traditions, make people immerse in life at the

destination. You will not be always knowing an answer. If you don’t know the answer, be

fair and say you do not know. If possible, let the guests have information later.

6. Responsible Tourism

All information has to be responsible. It has to be a Win- Win situation for guests and

hosts. As a tourist guide you must always promote respect for host culture, tradition,

products environments and almost everything. “Being responsible” is appreciated by the

tourists.

1.8 TOUR GUIDES CODE OF CONDUCT

 Presentation, First impressions are formed rapidly and are often highly accurate.

After looking at the person for first few moments’ people make judgments about

others personal and occupational attributes. There are hundred ways in which your

clients are going to read you. If you radiate a positive energy, they are confident
 that they are going to have good tour ahead. It is of utmost important that a tour

guide presents himself very positively

Physical appearance does matter. Your group does not know you before your

appearance is usually the first clue. You do not have to dress like a film star, but

the key for presenting yourself will give a better impression about yourself.

Always dress for the audience and for the occasion. More to the point, your

audience is holidaying and relaxing. And so are they dressed. But you are on the

job. You need to display professionalism. Say for example while your guests are

wearing Bermuda’s and T- shirt, you have to dress up a bit formally. It will convey

a message that while your guests can relax, you are ready to take the responsibility.

Many times your company would like you to wear their branded jackets over your

routine clothes. In case of a location where you are expecting many tourists, then

better wear a particular florescent color jacket so that it is easy for your group to

distinguish you

 Grooming and hygiene, As an individual public presenter, you need to take care

of your dressing, body language, style of communication, manners and etiquettes

and even the positive energy that a guide bestows. A guide’s personality and

grooming in that sense is a part of the experience that tourists have purchased.

 Authenticity, Do not try to be someone else. It will require extra effort. This extra

effort might make you uncomfortable. Your tour group will feel uneasy and this for

sure create a bad impression. If you are calm and confident, then it will make the

other person comfortable and your group would feel comfortable and you have

already made a good beginning towards making that first good impression.
 Confidence: It is natural to be a bit anxious when you meet someone for the first

time. You do not know who they are and what is that they expect from you

especially when you meet people from very different cultural backgrounds. The

best way to handle nervousness is being aware of your nervous habits and you can

try them to keep in control

 Polite and kind, it is good to be good, it is always good to be good. People are fond

of individuals with good manners and who are polite. On your part, your guests

expect your undivided attention. Resist talking over phone while guests wait for

you to speak. One thing commonly the guests are disappointed is that guides are

frequently talking over phone

 Be Positive: There will be good time and there will be bad times. You might be

nervous. There might be a difficult guest in the group who is continuously trying to

let you down. You might feel as if things are getting out of your control. A

professional guide will not will not let circumstances influence your thoughts and

moods. By rising over them mentally, you will eventually rise over them materially.

Think positive. Be determined and be positive.

Topic 2: LIFE SKILLS FOR TOUR GUIDE

Learning Outcomes

1. To introduce the concept of “life skills”.

2. To explore the concept of life skills in day-to-day life of a tour guide.

3. To establish the importance of life skills by tour guides.

4. To apply the essential skills required for a tour guide

(Question and answer session)

Definition.

1. The abilities for adaptive and positive behavior that enable individuals to deal

effectively with the demands and challenges of everyday life.

2. A behavior change or behavior development approach designed to address a

balance of three areas: knowledge, attitude and skills”.

To enhance the quality of their experience and life a tour guide should:

 Providing information on available options so that tourists can make the best

choices about what they do and where they should be

 Providing information to encourage safety and comfort so that tourists know how

to cope up with and better manage encountered difficulties and understand

messages given by the warning signs; and

 Creating the actual experience so that tourists can participate in activities such as

heritage walks, adventure and visit art galleries and learn in areas of educational

interest. This can be achieved using the appropriate life skills.

Activity 1

 Exploring Life Skills

  Expected Outcomes

 Trainees will become aware of the life skills that the participants possess and use

in their day-to-day life.

 Participants will know about life skills and their use in day-to-day life.

 To explore the concept of life skills in tour guiding

 To know the life skills used by the participants in their day-to-day life.

Materials: Flash cards: Time: 10 minutes

Process

 Invite the participants to sit in a circle.

 Ask them if they have heard of the term “life skills”?

 What do they know about it?

 Explain that all of us possess certain skills that allow us to live our lives. For

example, the skill to write, work with others or make a decision.

 Pass out one flash card to each participant, and ask him/her to write the most

important skill he/she possesses.

 Allow the participants 5 minutes to do this exercise. Invite the participants to

display their cards on the floor. Ask them to group similar cards.

Core life skill strategies and techniques include as:

 Problem solving

 Critical thinking

 Effective communication skills

 Decision-making

 Creative thinking
  Interpersonal relationship skills

 Self-awareness building skills

 Empathy

 Coping with stress and emotions.

Self-awareness, self-esteem and self-confidence are essential tools for understanding

one’s strengths and weaknesses. Consequently, the individual is able to discern available

opportunities and prepare to face possible threats. This leads to the development of a social

awareness of the concerns the task at hand. Subsequently, it is possible to identify problems

that arise within operation. With life skills, one is able to explore alternatives, weigh pros

and cons and make rational decisions in solving each problem or issue as it arises. It also

entails being able to establish productive interpersonal relationships with others

 Life skills enable effective communication, for example, being able to

differentiate between hearing and listening and ensuring that messages are

transmitted accurately to avoid miscommunication and misinterpretations.

 Critical thinking skills/Decision-making skills –include decision-

making/problem solving skills and information gathering skills. The individual

must also be skilled at evaluating the future consequences of their present actions

and the actions of others. They need to be able to determine alternative solutions

and to analyze the influence of their own values and the values of those around

them.

 Interpersonal/Communication skills –include verbal and non-verbal

communication, active listening, and the ability to express feelings and give
 feedback. Also in this category, are negotiation/refusal skills and assertiveness

skills that directly affect ones’ ability to manage conflict.

 Empathy, which is the ability to listen and understand others’ needs, is also a key

interpersonal skill. Teamwork and the ability to cooperate include expressing

respect for those around us.. These skills result in the acceptance of social norms

that provide the foundation for good experience..

 Coping and self-management skills refers to skills to increase the internal locus

of control, so that the individual believes that they can make a difference in the

world and affect change. Self-esteem, self-awareness, self-evaluation skills and the

ability to set goals are also part of the more general category of self-management

skills. Anger, grief and anxiety must all be dealt with, and the individual learns to

cope loss or trauma. Stress and time management are key, as are positive thinking

and relaxation techniques

QUALITIES OF A TOUR GUIDE

The tour guide has three basic attributes.

 Knowledge

 Attribute /Technique

 Personality

Whatever the content area, a balance of three elements needs to be considered: knowledge,

attitudes and skills.

1. Knowledge
Knowledge is the basic building block of a tour guiding. Clients seek knowledgeable

guides. Knowledge is a “basic factor” which means a guide without adequate knowledge

would never be acceptable.

Knowledge has three attributes

 Accurate

 Relevant

 Updated and extensive.

Most commentaries are built around knowledge of the attraction and its context.

 A tour guide may not speak out many things as part of the commentary but still he

is supposed to have extensive knowledge and must remain updated.

 Knowledge also contributes to guide’s confidence. With efforts and persistence

most people can acquire knowledge.

2. Technique

Good guiding technique is the source of competitive advantage for being a tour guide.

Ordinary information presented excellently creates a great experience for the visitor.

Guiding techniques include presenting information in different ways to different clients,

where to stand, audibility, clarity, group management, safety, clear indication of what we

are looking at (through verbal description and pointing), awareness of surroundings, what

to do and what not to do while taking a group around. For example not starting to talk until

the whole group has assembled, not talk with your back to the group. (When guiding art

gallery or museum).some of these are techniques, they can be acquired through training.

3. Personality
Personality is the particular combination of emotional, attitudinal and behavioral response

patterns of an individual. A pleasing personality is the essence of being a good tour guide.

It is about spending time with clients and tourist must enjoy within the company of a guide.

Humor, charisma, rapport with clients and leadership are the key personality traits of a

successful guide. Important virtues are passion, enthusiasm and empathy.

Personality is often a reflection of an individuals’ mind. If you enjoy taking people around,

and are genuinely concerned about providing them a god experience, it will reflect in

personality.

Importance/ Benefits of Life Skills

Expected Outcomes

 Participants will understand why life skills are critical for a successful tour guide.

Process

Invite the participants to divide into three groups

1. Communication/interpersonal skills group

2. Decision-making/critical thinking skills group

3. Coping/self-management skills group.

 Ask the three groups to look at the cards record the skills pertaining to their group.

 Discuss and list the benefits of possessing the life skills that have been noted by

each group.

 Discuss and list the problems one would face if s/he did not have these life skills

 Then, ask the three groups to sit in three different locations. Allow 30 minutes to

do this exercise.
  Invite the groups to display their work and make presentations. Encourage

discussion and cross questioning in the groups.

 Summarize and close the exercise by emphasizing the importance of life skills.

Professional skills

 Leadership skills

 Customer care skills

 Health and safety skills

 Marketing skills

 Legal issues skills

 Professionals and ethical standard skills

 The use of job equipment

 Interpretative guiding skills

 Cross-cultural skills

 knowledge of tourism products

 Professional Tour Guides have a high level of general knowledge

 Some have specialized site and destination expertise

 Good communication and organizational skills

 Providers of excellent customer service

 Leadership and management skills

 Qualified in first aid and occupational health and safety Ecological and

environmental awareness.

Self-Assessment 1
  How can Life Skills help tour guides make better Choices concerning the

experiences to their tourists?

 Discuss in a group the types of interpersonal skills required for tour guiding

 Consider the following: flexibility, dealing with emotional stress, and dealing with

physical stress

TOPIC 3: SURVIVAL SKILLS

https://www.youtube.com/watch?v=0cdQXp80pb8

https://www.smartertravel.com/9-travel-survival-skills-hope-never-need/

Survival skills are techniques that a person may use in order to sustain life in any type of

natural environment or built environment. These techniques are meant to provide basic

necessities for human life which include water, food, and shelter. The skills also support

proper knowledge and interactions with animals and plants to promote the sustaining of

life over a period of time. Survival skills are often associated with the need to survive in a

disaster situation. Survival skills are often basic ideas and abilities that ancients invented

and used themselves for thousands of years. Outdoor activities such as hiking,

backpacking, horseback riding, fishing, and hunting all require basic wilderness survival

skills, especially in handling emergency situations. Bush-craft and primitive living are most

often self-implemented, but require many of the same skills.

First aid

Main article: Wilderness medical emergency

A first aid kit containing equipment to treat common injuries and illness

First aid (wilderness first aid in particular) can help a person survive and function with

injuries and illnesses that would otherwise kill or incapacitate him/her. Common and

dangerous injuries include:

 Bites from snakes, spiders and other wild animals

 Bone fractures

 Burns

 Drowsiness

 Headache

 Heart attack

 Hemorrhage

 Hypothermia and hyperthermia

 Infection through food, animal contact, or drinking non-potable water

 Poisoning from consumption of, or contact with, poisonous plants or poisonous

fungi
  Sprains, particularly of the ankle

 Vomiting

 Wounds, which may become infected

The survivor may need to apply the contents of a first aid kit or, if possessing the required

knowledge, naturally occurring medicinal plants, immobilize injured limbs, or even

transport incapacitated comrades.

Shelter

Main article: Bivouac shelter

Shelter built from tarp and sticks. Pictured are displaced persons from the Sri Lankan Civil

War

Many people who are forced into survival situations often have risk of danger because of

direct exposure to the elements. Most people in survival situations die of

hypo/hyperthermia, or animal attacks. A shelter can range from a natural shelter, such as a

cave, overhanging rock outcrop, or fallen-down tree, to an intermediate form of man-made

shelter such as a debris hut, tree pit shelter, or snow cave, to completely man-made
structures such as a tarp, tent, or longhouse. It is noted that some common properties

between these structures are:

- Location (away from hazards, such as cliffs; and nearby materials, like food sources)

- Insulation (from ground, rain, wind, air, or sun)

- Heat Source (either body heat or fire-heated)

- Personal or Group Shelter (having multiple individuals)

Fire

Fire is a combustion reaction between oxygen and fuel that typically produces heat, light

and smoke. The resulting heat from the reaction can postpone or prevent the risk of

hypothermia. Lighting a fire without a lighter or matches, e.g. by using natural flint and a

rock or metal with tinder, is a frequent subject of both books on survival and in survival

courses, often due to the lack of said materials if an individual was stranded. There is an

emphasis placed on practicing fire-making skills before venturing into the wilderness.

Producing fire under adverse conditions has been made much easier by the introduction of

tools such as the solar spark lighter and the fire piston.

Fires are either started with a concentration of heat, as in the case of the solar spark lighter,

or through a spark, as in the case of flint striking a rock or metal. Fires will often be put

out if either there is excessive wind (such as either over fanning a fire, or strong winds), or

if the fuel or environment is too wet to ignite.

An example of a fire starting technique involves using a black powder firearm if one is

available. Proper gun safety is to be known with this technique to avoid potential injury or

death. The technique involves ramming cotton cloth or wadding down the barrel of the

firearm until the cloth is against the powder charge. Next, the gun is fired upwards to avoid

hitting oneself, then one proceeds to run and pick up the cloth that is projected out of the

barrel, and then blows it into flame. It works better if there is a supply of tinder at hand so

that the cloth can be placed against it to start the fire.

Fire is presented as a tool meeting many survival needs. Along with the need that's

mentioned above, it also disinfects water (through boiling and condensing), and can be

used to cook and prevent illnesses in foods like animal meat. Another advantage that is

presented through fire is an under-looked psychological boost through the sense of safety

and protection it gives. In the wild, fire can provide a sensation of home, a focal point, in

addition to being an essential energy source. Fire may deter wild animals from interfering

with an individual, however wild animals may be attracted to the light and heat of a fire.

Water
Hydration pack manufactured by Camelbak

A human being can survive an average of three to five days without the intake of water.

The issues presented by the need for water dictate that unnecessary water loss by

perspiration be avoided in survival situations. The need for water increases with exercise.

Since the human body is composed of up to 89% water, it should be no surprise that water

is higher on the list than fire or food. Ideally, a person should drink about a gallon of water

per day. Many lost persons perish due to dehydration, and/or the debilitating effects of

water-borne pathogens from untreated water.

A typical person will lose minimally two to maximally four liters of water per day under

ordinary conditions, and more in hot, dry, or cold weather. Four to six liters of water or

other liquids are generally required each day in the wilderness to avoid dehydration and to

keep the body functioning properly. The U.S. Army survival manual does not recommend

drinking water only when thirsty, as this leads to under hydrating. Instead, water should be
drunk at regular intervals. Other groups recommend rationing water through "water

discipline"

A lack of water causes dehydration, which may result in lethargy, headaches, dizziness,

confusion, and eventually death. Even mild dehydration reduces endurance and impairs

concentration, which is dangerous in a survival situation where clear thinking is essential.

Dark yellow or brown urine is a diagnostic indicator of dehydration. To avoid dehydration,

a high priority is typically assigned to locating a supply of drinking water and making

provision to render that water as safe as possible.

Recent thinking is that boiling or commercial filters are significantly safer than use of

chemicals, with the exception of chlorine dioxide.

Food

Culinary root tubers, fruit, edible mushrooms, edible nuts, edible beans, edible cereals or

edible leaves, edible moss, edible cacti and algae can be gathered and, if needed, prepared

(mostly by boiling). With the exception of leaves, these foods are relatively high in calories,

providing some energy to the body. Plants are some of the easiest food sources to find in

the jungle, forest or desert because they are stationary and can thus be had without exerting

much effort. Skills and equipment (such as bows, snares and nets) are necessary to gather

animal food in the wild include animal trapping, hunting, and fishing.

Focusing on survival until rescued by presumed searchers, the Boy Scouts of America, or

BSA, especially discourages foraging for wild foods on the grounds that the knowledge
and skills needed are unlikely to be possessed by those finding themselves in a wilderness

survival situation, making the risks (including use of energy) outweigh the benefits.[14]

Navigation

Celestial navigation: using the Southern Cross to navigate South without a compass

Those going for trips and hikes are advised by Search and Rescue Services to notify a

trusted contact of their planned return time, then notify them of your return. They can tell

them to contact the police for search and rescue if you have not returned by a specific time

frame (e.g. 12 hours of your scheduled return time).

Survival situations can often be resolved by finding a way to safety, or a more suitable

location to wait for rescue. Types of navigation include:

  Celestial navigation, using the sun and the night sky to locate the cardinal directions

and to maintain course of travel

 Using a map, compass or GPS receiver

 Dead reckoning

 Natural navigation, using the condition of surrounding natural objects (i.e. moss on

a tree, snow on a hill, direction of running water, etc.)

Mind preparedness

The mind and its processes are critical to survival. The will to live in a life-and-death

situation often separates those that live and those that do not. Situations can be stressful to

the level that even trained experts may be mentally affected. One should be mentally and

physically tough during a disaster.

To the extent that stress results from testing human limits, the benefits of learning to

function under stress and determining those limits may outweigh the downside of stress.

There are certain strategies and mental tools that can help people cope better in a survival

situation, including focusing on manageable tasks, having a Plan B available and

recognizing denial.

Urban survival

Earthquake

In a building collapse, it is advised that you:]

 Seek protection under a structure like a table

  Cover your mouth with your shirt to filter out dust

 Use your phone light to signal for help, or call

 Don't move until you are confident that something won't topple on you

Important survival items

Civilian pilots attending a Survival course at RAF Kinloss learn how to construct shelter

from the elements, using materials available in the woodland on the north-east edge of the

aerodrome.

Main article: Survival kit

Often survival practitioners will carry with them a "survival kit". This consists of various

items that seem necessary or useful for potential survival situations, depending on

anticipated challenges and location. Supplies in a survival kit vary greatly by anticipated

needs. For wilderness survival, they often contain items like a knife, water container, fire

starting apparatus, first aid equipment, food obtaining devices (snare wire, fish hooks,

firearms, or other,) a light, navigational aids, and signaling or communications devices.

Often these items will have multiple possible uses as space and weight are often at a

premium.
Survival kits may be purchased from various retailers or individual components may be

bought and assembled into a kit.

Tools and technologies

Tour guides may use: microphones, video cameras, maps, guide books and display photos

or diagrams in their work.

They may also use commentary notes that they write themselves and memorize, as well as

information handouts for visitors on their tour.

If they conduct long tours, they may also need to drive a bus or coach and use equipment

for cooking, navigation and setting up camp sites.

They are frequently required to professional wear or special clothing that protects them

from harsh weather conditions and assists them in walking, trekking and other tour

activities.

MANAGING RISKS IN TOUR GUIDING ACTIVITIES

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Risk management is a planned process through which organizations manage active crises.

A crisis is defined as a time of difficulty or danger and is usually a time when difficult or

challenging decisions must be made.

Understanding how to manage risks in tourism is vital for tour operators. A crisis often

occurs when it is least expected, so it is important to have a Risk Management Plan in place

that establishes the steps to be taken in the case of a crisis. The development of the plan

should follow a clear process, to ensure that all tourism stakeholders know what it involves.

During the crisis, Mitigation, Preparedness, Response and Recovery are considered to

be an important four-step process to successfully manage a crisis.

Managing risk is a crucial factor for adventure tourism operators, as they must ensure the

safety of their customers, who may participate in high-risk activities.

There are a number of accepted strategies that can be adopted to manage risk:

 Avoid the risk – which involves not proceeding with an activity likely to be risky.

For instance, if a tour operates in an area prone to flooding or landslides at a

particular time of year, the tour could be automatically discontinued at this time, or

could be re-routed.

 Reduce the risk – if a risk cannot be eliminated completely, steps should be taken

to reduce the risk by implementing initiatives such as suitable safety standards,

providing suitable equipment, ensuring buildings are constructed to withstand

earthquakes, and implementing adequate health and safety procedures.

 Transfer the risk – usually to a third party such as an insurance company. At the

very minimum, your business should have public liability and professional liability

cover. European tour operators generally require their suppliers to have adequate

liability insurance in place before they will do business with you. See the tip below

for more information.

 Retain the risk – this typically refers to accepting that minor risks do happen

infrequently in the course of business and being able to manage them in the most

appropriate way.
TOPIC 4: TOURS

Tour activities

Adventure travel is a type of niche tourism, involving exploration or travel with a certain

degree of risk (real or perceived), and which may require special skills and physical

exertion.

A tourist attraction is a place of interest where tourists visit, typically for its inherent or

an exhibited natural or cultural value, historical significance, natural or built beauty,

offering leisure and amusement.

An audio tour or audio guide provides a recorded spoken commentary, normally through

a handheld device, to a visitor attraction such as a museum. They are also available for

self-guided tours of outdoor locations or as a part of an organized tour. It provides

background, context, and information on the things being viewed.

A boat tour is a short trip in a small boat taken for tourist reasons, typically starting and

ending in the same place, and normally of a duration less than a day. This contrasts with

cruising in large ships for a number of days with accommodation in cabins. Usually, a

sightseeing boat is used.

Donkey rides are a traditional feature of seaside resorts in the United Kingdom. Children

are allowed to ride donkeys on a sandy beach for a fee in summer months while on holiday,

normally led in groups at walking pace. Typically, the donkeys used to have their names

on their harnesses so they could be identified by children and parents alike.

Duck tours are tours that take place on purpose-built amphibious tour buses or military

surplus. They are often offered as tourist attractions in harbor, river and lake cities.

A family entertainment center, also known as an indoor amusement park, family

amusement center, family fun center, or simply fun center, is a small amusement park

marketed towards families with small children to teenagers, often entirely indoors

Game drive is a word which is based on two words, namely game and drive. The word

game refers to animals that are not domesticated, the so called wildlife. The word drive

refers to a drive with a vehicle.

A glass-bottom boat is a boat with one or more sections of glass, or other suitable

transparent material, below the waterline allowing passengers to observe the underwater

environment from within the boat.

Heritage trails are walking trails and driving routes in urban and rural settings that are

identified in most cases by signage and guidebooks as relating to cultural heritage.

The heritage might be built, or it can also be cultural heritage narrative. In most cases it is

in public space.

Hiking is a long, vigorous walk, usually on trails or footpaths in the countryside. Walking

for pleasure developed in Europe during the eighteenth century. Religious pilgrimages

have existed much longer but they involve walking long distances for a spiritual purpose

associated with specific religions.

A museum is an institution that cares for (conserves) a collection of artifacts and other

objects of artistic, cultural, historical, or scientific importance.

Recreational travel involves travel for pleasure and recreation.

A road trip, sometimes spelled road trip, is a long-distance journey on the road.

Typically, road trips are loA

Self-guided tour is a self-governing tour where one navigates a route oneself as opposed

to an escorted tour where a tour guide directs the route, times, information, and places

toured.[1] Many tourist attractions provide suggestions, maps, instructions, directions, and

items to see or do during self-guided tours. ng distances traveled by automobile

Semi-submarines are surface vessels that are not capable of diving, with accommodation

space below the waterline featuring underwater windows, like glass-bottom boats, but

deeper.

Statue rubbing is the act of touching a part of a public statue.

A staycation (a portmanteau of "stay" and "vacation"), or Holi stay (a portmanteau of

"holiday" and "stay"), is a period in which an individual or family stays home and

participates in leisure activities within day trip distance of their home and does not require

overnight accommodation

A vacation (American English), or holiday (British English), is a leave of absence from a

regular job, or a specific trip or journey, usually for the purpose of recreation or tourism.
People often take a vacation during specific holiday observances, or for specific festivals

or celebrations. Vacations are often spent with friends or family.

A walking tour is a tour of a historical or cultural site undertaken on foot, frequently in an

urban setting

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TOPIC 5: OFFICE PROCEDURES

FORMS OF CORRESPONDENCE

Definition:

A Correspondence is a written form of communication between two parties. In other

words, it is way to pass on ideas in writing.

Correspondence is a commonly used form of communication in business. In the past,

correspondence was mostly exchanged through written physical letters or telegraphs. In

today’s world, the definition of correspondence has expanded by the inclusion of digital

media. E-mails, text messages, documents exchanged through social platforms and digital

agreements are new ways to deliver correspondence.

The formal element embedded into these written methods of communication makes them

appropriate to transmit important business information between businesses or from

businesses to clients. Written letters, bills and invoices are still sent physically sometimes

but many companies are migrating their correspondence to digital since it is cheaper and
easier to track. Business correspondence also helps as evidence to solve misunderstandings.

By having a paper trail, any of the parties involved in a transaction can review the

previously stated information to ensure who misunderstood the situation. This is

particularly important in conflict resolution procedures or legal disputes.

They include: Text Messages, Emails, Memos, and Letters

a) Text messaging,

Emailing, and posting on social media in a professional context requires that you be

familiar with proper etiquette for using the internet. Writing in an online environment

requires tact, skill, and an awareness that what you write may be there for a very long time

and may be seen by people you never considered as your intended audience.

b) Email

Email is an abbreviation for electronic mail. Electronic mail is a method of exchanging

digital messages designed primarily for human use.

Email systems are based on store and forward model in which email computer systems

accept, forward, deliver and store messages on behalf of users.

It is familiar to most people. In business, it has largely replaced print hard copy letters for

external (outside the company) correspondence, and in many cases, it has taken the place

of memos for internal (within the company) communication. Email can be very useful for

messages that have slightly more content than a text message, but it is still best used for

fairly brief messages.

The following should be observed while using electronic mail:

 o Incoming correspondence that is received via email should be responded to

using email.

o Email should not be used for replies to correspondence that came in on fax

or paper unless specifically requested by author or requires that kind of

response.

c) Memos:

It is a written message that may be used in a business office to communicate from senior

staff to junior staff for issues like meeting notification, remind people of an issue or

communicate to staff in general. Memo is an acronym for memorandum. It is a document

that may be produced after certain observations are made or for recording of events. It may

be used in a business office and is used as a memory aid.

Memoranda, or memos, are one of the most versatile document forms used in professional

settings. Memos are “in house” documents (sent within an organization) to pass along or

request information, outline policies, present short reports, and propose ideas. While they

are often used to inform, they can also be persuasive documents

d) Letters:

A letter is a written message conveyed from one person (or group of people) to another

through a medium. The term usually excludes written material intended to be read in its

original form by large numbers of people, such as newspapers and placards; however even

these may include material in the form of an "open letter". Letters can be formal or

informal. Besides being a means of communication and a store of information, letter

writing has played a role in the reproduction of writing as an art throughout history
Letters can also be messages sent to recipients that are often outside the organization.

Letters within the professional context may take on many other purposes, such as

communicating with suppliers, contractors, partner organizations, clients, government

agencies, and so on

They are often printed on letterhead paper that represents the business or organization, and

are generally limited to one or two pages. While email and text messages may be used more

frequently today, the business letter remains a common form of written communication. It

can serve to introduce you to a potential employer, announce a product or service, or even

serve to communicate feelings and emotions (compliant letters, for example).

Types of letters include: Transmittal Letters, Letters of Inquiry, order letters, complaint

letters and Follow-up Letters

e) FAX

This is a telecommunications technology used to transfer copies, also known as facsimiles,

of documents using affordable devices operating over the telephone network.

The word tele-fax, short for tele-facsimiles’ is also used to refer to a fax document.

Fax has a distinct advantage over postal mail when sending documents to people at long

distances in that delivery is almost instantaneous.

Disadvantages come when sending large volumes of documents.

Purpose of correspondence

 To communicate the information in a clear and professional way.

 To maintain relationship between two parties

 To communicate latest news and products among employees

COMMUNICATION see the tour guides communication man

TOPIC 6: TOURS

ITINERARY PLANNING

Meaning of Itinerary
 An itinerary is a plan of a journey showing the route and the places that the visitor
will visit. Thus, it is a schedule or timetable produced in association with a package
tour. It is basically designed to identify the route, day-by-day journey format,
origin, destination, and all the enrooted halting points, period of halts along with
accommodation, mode of travel, activities and other services offered during a
visitors’ tour.
 An itinerary is not just a piece of information, but a selling point aimed at
convincing potential customers. Itineraries are also produced for travelers ′
booking flights; it then includes departure time, airport, terminal details, flight
number, baggage limits, transits, seat allocation and minimum check-in time,
which doesn′t really include any marketing element. But package tour itineraries
play a key role in attracting clients.
An itinerary is a plan of a journey, including the route and the places that you will visit.
A travel itinerary is a schedule of events relating to planned travel, generally including
destinations to be visited at specified times and means of transportation to move between
those destinations.
IMPORTANCE OF AN ITINERARY
1. It can also help you decide what activities you think you can afford to on your trip.
2. Itinerary can be your reminder to do things in order during your trip. Sometimes, it
is easy to forget things with the excitement and all. Thus, you end up missing things
you truly want to enjoy during your trip. Thus, itinerary can help you remember
what things you should do after another. It is also a great tool for you to know what
things to prioritize on your vacation. Your time for vacation is limited. Thus, it is
impossible to visit all places. Thus, itinerary can help you decide what spots to and
not to visit.
3. Itinerary is also important because it contains your trip essentials are easily
forgotten sometimes. It is even more important when you plan for multiple trips.
You need your itinerary to be filled with travel essentials including what clothes to
wear when visiting certain places, what medicines you should take later, or what
emergency numbers you should call when necessary. With itinerary, you have
 higher opportunity to truly enjoy your trip because you don’t have to think possible
and predictable hassle. Your trip will most likely to be stress-free as well.
4. Maximize your time.
Travel itineraries ensure that you can manage your time. A travel itinerary must
include your travel time to certain numerous attractions with a leeway for
unforeseen circumstances like weather conditions and traffic. This might affect
your plans but with a travel itinerary on hand, you can be more flexible. Thus, time
is not wasted.
5. Manage your expenditures.
If you have a travel itinerary, you can estimate the cost of your travel beforehand.
Knowing how much you are going to spend makes it easier to plan your budget.
6. Easier and faster travel from one point to another.
Although the internet make it look easy to go from one place to another, reality is
different. You must remember you can’t see all the sights, so you must either visit
attractions that are near each other, or travel in one direction.
7. Helps in prioritizing your wants.
You cannot visit all the attractions in just a few days especially in countries where
there are numerous attractions. An itinerary will help you prioritize the attractions,
so you do not miss on what you really want to see.
8. Trip essentials are not forgotten.
A travel itinerary must include the necessary essentials you will need when
traveling. If you are traveling to multiple places, your itinerary must include what
to bring, clothes to wear, medicines that must be on hand, and emergency numbers
such as hospitals, embassy, and police stations.
TYPES OF ITINERARIES
Planning is the best part of a trip, yet it can be daunting for some people. You will be more
relaxed knowing where you will stay, things to do at the place, and when and how to go to
the next destination when you fly with a great itinerary.
The itinerary is a travel plan that includes all details such as the route of the trip, distance,
travel time, activities, accommodation type, and mode of transportation.
A travel itinerary is generally made by a tour operator who guides one for his entire trip.
The itinerary will either be made on-demand or pre-planned. But if you don't want to spend
more money, and you think you have enough knowledge of your destination, you can
prepare your itinerary by yourself.
There are various types of travel itineraries depending on the purpose of travel, use of
itinerary, type of tour package, etc.
Itinerary on the bases of tour type:
1. Private Tour Itinerary - This is a personalized itinerary which is designed by a
tourist with the guidance of tour operator. This itinerary is more flexible in terms
of time, accommodation, and travel destinations.
 2. Group Tour itinerary - In a group tour, the person becomes a part of the group,
and the tour itinerary will be the same for all group members. It involves vehicle
sharing, hotel information, and details about destinations to visit.
3. Special Interest Tour Itinerary - This is the itinerary designed for any specific
package tour like adventure tour, spiritual tour, honeymoon package, road trip, or
women special tour.
4. Domestic Tour Itinerary - This itinerary designed to travel in a tourist's home
country.
5. Inbound Itinerary - An itinerary designed for foreigners to visit our country.
Persons who visit other countries during international travel may need to provide
authorities with their trip itineraries to make sure their plans are justifiable.
6. Outbound Itinerary - An itinerary created for domestic visitors to go abroad
Travel itinerary types based on the purpose of travel:
1. Business Trip Itinerary - A business traveler's itinerary may provide information
on meetings, relevant contacts, tasks, hotel details, and some leisure activities.
2. Leisure Trip Itinerary - Itinerary of a leisure traveler would include destinations,
modes of transport, activities, and travel route.
Travel itinerary type based on the usage:
1. Tourist itinerary - The travel company shall provide the tourist with detailed
schedules when you book the tour with them. It has a clear overview of the trip and
daily activities.
2. Tour Manager's Itinerary - With all the tourist itinerary information, the tour
manager will have additional information on transportation and accommodation,
contact details of the concerned person, and tourist information
There are also types of simple itineraries such as:

 One-way (OW) You are flying from somewhere (your origin) to somewhere else
(your destination).
 Return or Round trip (RT) You are flying from your origin to your destination
(which for return fares is also called the point of turnaround) then back to your
origin. ...
 Open jaw (OJ)
 A package tour itinerary may be divided into five types with the primary objective
of reminding the duties and responsibilities of different stakeholders involved in
organizing a package to such as tour managers, vendors, coach drivers, interpreter,
escorts and guides.

Thus, other types of itinerary can be:

 Tourist itinerary,
 Tour managers’ itinerary,
 Escort or guides’ itinerary,
  Vendors’ itinerary and
 Coach drivers’ itinerary.
1. Tourists՚ Itinerary
Tourists՚ itinerary is given to a particular tourist for his reference as part of the package
tour. A tourist expects the tour to be organized as per the itinerary mentioned in the package
tour, he/she has purchased. For planners it is important to check its feasibility.
Tour planners should take into consideration various aspects such as purpose of tour,
budget, accommodation, transportation, choice of destinations and attractions, activities at
destinations, legal issues, host and guest behavior and so on. They may also keep certain
things as optional.
Basically, a tourist itinerary is a reference for the tourist to follow during his journey like
points of halt, hotel, time taken between two points, meal plans, activities, attractions to
visit etc. apart from arrival and departure points/time and check-in check-out time.
Tour operators are expected to strictly follow the itinerary. If they intend to change or
modify it, that should be only in the interest of safety and security of the guests. And they
should take their client into consideration before doing that.
2. Tour Managers’ Itinerary
Tour managers’ itinerary includes the complete details of the whole tour from day one to
the last day. Apart from the general details as listed in a tourists’ itinerary a tour managers
itinerary also carries information about alternative arrangements, contact details, quick
references, differential rates and tariff details, details of coach drivers and escorts and
guides. This helps him/her to have complete control over the smooth conduct of the tour
as well as to execute contingency plans if required at times.
3. Escort or Guides’ Itinerary
An escort or guide should know in detail where the group is being taken to, what activities
and events are to be organized, time management of the tour and other group details. Vast
experience, knowledge of practical ground difficulties, presence of mind and readiness to
handle crisis of an escort or guide adds to the successful conduct of a tour. The escorts
being physically with the group/tourist all through the journey, they are more than expected
to deliver and keep the image of the company in high esteem.
4. Vendors’ Itinerary
Vendors play a major role in delivering what is mentioned in the clients’ itinerary. Hence
it is unavoidable but to be aware of the specific parts of the itinerary so as to make the
necessary arrangements in advance and delivery to the fullest satisfaction of the guests
when they arrive at their place. For instance, a hotel may organize a surprise welcome event
when the group arrives as per the nature of the group and time of arrival, may offer special
services and enhance the service satisfaction and value addition.
 5. Coach Drivers’ Itinerary
A typical coach drivers’ itinerary includes group arrival point and time, pickup points and
time, turn around points, restricted areas of driving, sightseeing activities, other
entertainment activities, parking spaces, entry points, drop-in points all with specific time.
For instance, it may be seen that at places a driver is asked to drive slowly which is
mentioned in his itinerary so that tourist may have a better view of a monument and take
photographs. A copy of the clients’ itinerary resembles a coach drivers’ itinerary with the
abovementioned additional information՚s. This helps the driver in coordinating with the
escort and managing the group.

Elements Of Itinerary

Itinerary is not an element. Because tourism is not made of single element. It is made of
different elements combined together. A hotel, transport, an attraction is not tourism they
are the basic elements of tourism.
So, every itinerary have following elements.

1. Tour Program

The main and most important element of an itinerary is a tour program. The tour program
consists of different activities. The programs are related to the travel or movement, stay
and involve in different activities.

2. Timetable

Another major component of itinerary is the timetable of the tour program. Time table is
the explanation of when to do what. In an itinerary, the tour program must be supported by
a timetable.

3. Duration

Tangible goods are measured in weight, length etc. but intangible services are sold on the
basis of duration. So, tourism as service, an itinerary must explain the duration of the
service that is the length of each activity, total tour.

4. Destination

Tourism is related to travel and travel is related to destination. The destinations are the
places to be visited. An itinerary should mention the starting point and the destination to
be visited.

5. 4 As.

Every itinerary should have 4 A, they are attraction, accessibility, accommodation, and
amenities. Attraction is anything which attracts travelers to visit. Itinerary should mention
what is the main attraction of the program. Then mention how to reach there, that is
accessibility. It can be drive, fly, trek, raft etc. Next important feature is to mention where
to stay. It can be hotel, camp, lodge etc. Finally, every itinerary should mention service
elements like what they enjoy, see, visit etc.

How to make an itinerary.

1. Organize the details.

Start by organizing your information chronologically. Your itinerary is essentially a

schedule, but with additional details, give you a complete overview of how your time will
be spent. You can structure your itinerary format however you’d like, but here’s our
recommendations. Consider laying out your info in columns such as date, time, place (with
address and contact details), purpose, and travel information from one destination to the
next. Do your best to plan out every moment now so you can enjoy it without stressing
once you get there. Always have a back-up plan in case things don’t go as planned.

2. Start with inspiration.

We hook you up with thousands of professionally designed templates, so you’re never

starting from a blank canvas. Search by platform, task, aesthetic, mood, or color to have
fresh inspiration at your fingertips. Once you find a graphic to start from, just tap or click
to open the document in the editor.

3. Remix it to make it your own.

There are lots of ways to personalize your itinerary templates. Change up the copy and
font. Sub out the imagery with your photos or browse from thousands of free images right
in Adobe Spark. Spend as little or as much time as you want to make the graphic your own.
With a premium plan, you can even auto-apply your brand logo, colors, and fonts, so you’re
always #onbrand.

4. Amp up the flair.

It’s easy to add extra flair and personality to your projects with Adobe Spark’s exclusive
design assets. Add animated stickers from GIPHY or apply a text animation for short-form
graphic videos in one tap. We’ve taken care of all the boring technical stuff so you can
focus on your message and style. You can also add collaborators to your project, so you
can have more hands-on-deck bringing your design to life.

5. Re-size to make your content go further.

Gone are the days of having to memorize image dimensions for every single platform.
Once you’ve landed on a design you like, you can easily modify it for any printed need or
social network by using Adobe Spark’s handy, auto-magical re-size feature. Duplicate the
project, hit re-size, and select the platform you want to adapt it for, and our AI will take
care of the rest. Boom. Content for all your channels in a fraction of the time.

6. Save, send, and share your itinerary.

Share your itinerary digitally by downloading it, sharing the link, emailing it to peers, or
sharing it on your social media platforms. Print out your itinerary to keep a copy with you
at all times, so you know where to go. Adobe Spark Post saves your design, so you can
always go back and revise it when plans change.

Types of Sample Travel Itineraries

In determining what type of itinerary to create, think about themes. There are some key
itineraries to consider:

 Signature. This itinerary highlights the must-see, iconic places and the must-do
activities in your destination.
 Family Fun. These are often used for faith-based groups as well as families,
including family-friendly activities, family-centric attractions as well as
restaurants.
 Youth. Student groups such as sports and performance groups will be interested in
these sample travel itineraries. Be sure to include kid-friendly activities and places
where performance groups can perform. The best performance spaces have lots of
foot traffic and space for high risers (i.e. shopping malls, large hotel lobbies).
 Couples and Friends. These itineraries for romantic getaways or girls or guys
weekends are very popular. You’ll want to have a good variety of local restaurants,
cultural attractions, gaming venues, wineries, breweries and the like to show off to
this market.
 Cultural. If you have a lot of museums, theatres, performance venues and other
cultural attractions, this is a perfect sample travel itinerary to create.
 Outdoor/Active. Include all of the available hiking, biking and water activities in
your destination.

Dos and Don’ts of Sample Travel Itineraries

Do keep your sample travel itineraries to 2-3 days in length.

Do not overfill the schedule or put in exact times. Keep in mind that this is a sampling of
what there is to do and see. The main purpose is just that – a sampling, not a detailed fill-
in-all-the-blanks schedule.

Do remember that actual people may follow your recommendations. Suggest starting the
day with a couple of specific places to go or experiences to enjoy, then a more relaxed
option such as shopping on your own or a meal on your own. Evening should be a relaxed
dinner and maybe a performance, it shouldn’t go into the wee hours of the morning.
Do not forget to include your contact information. You never know who may pass your
information along and you always want to be easily reached.

Do get creative and make it your own.

Do not copy what someone else did, as far as look and feel.

Do collaborate! Visitors travel to destinations and attractions for a reason. It’s ok to include
a few places to go outside of the actual boundaries of your destination. If an attraction “next
door” makes sense for a themed itinerary, include it. Working together with others to create
a more complete and comprehensive experience only strengthens the value of the offering.

Do not skimp on imagery. Including visuals makes the itinerary look appealing and
inviting. Fewer words and more pictures are something to keep in mind.

Do keep in mind that travel trade professionals know what their customers like and need.
They will want to include down time, and as many (or as few) things as they think will be
most appealing. The sample travel itinerary should open doors, it’s not the answer to
everything, but a great way to get the conversation started.

HOW TO CREATE A TRAVEL ITINERARY.

A travel itinerary outlines all elements of a trip, from hotel stops to destinations. It can be
indispensable, whether you’re planning a weekend vacation or an extended road trip. A
good itinerary gives a trip structure, and maximizes the amount you’ll be able to see and
do. Though it seems a daunting task, an itinerary is simple to develop. With your basic
travel information and a map, you can plan an entire trip out in an efficient and organized
manner.
1. Planning and Mapping Your Itinerary
a) Collect the important information for your trip. Flight numbers, hotels, car
rentals, and restaurant reservations are all key pieces of information to manage
and maintain. You may also want to include directions to your hotel, the car
rental company you are using, as well as directions to the airport for your return
flight.
 If you will be using airport transportation to get to your hotel, include
information about fees and hours of operation.
b) Make a list. It’s helpful to list all of the things you want to do on your trip.
Even if it's more than you think you can manage, create a list of everything
you'd like to do. Research local events, holidays, and observances of the places
you're traveling to as well. You may be able to witness or experience a cultural
event that other travelers don't get to experience

 Be conscious of the amount of time you will spend at each stop. Certain
destinations, like the Museum of Modern Art, can be an all-day endeavor.
 If you’re traveling with one or more people, be sure to get feedback and ideas for
your destinations
 c) Map your stops. Match your stops to specific locations on a map and note their
locations. Try and map them sequentially to efficiently use your travel time.
You’ll most likely be traveling from adjacent cities as you travel. For each
activity, estimate the length of time it will take to get to there, and how long
you will be there.

 Be sure you have local maps for the areas you will be exploring. It is also helpful
to obtain schedules for bus and train services and numbers for local taxis.
 Make sure that the maps are up-to-date. Cities and other areas change often. A road
that existed 10 years ago may no longer exist today.

d) Create a budget. Do you want a trip with days spent at four star restaurants
and nights spent in five star hotels? Or are you more interested in finding local
favorites and rustic B&Bs? Your vacation is as expensive (or inexpensive) as
you want it to be. It ultimately comes down to what you can afford.
 A spreadsheet program like Microsoft Excel can help create an organized and
portable budget and itinerary.
 Alternatively, consider using a budgeting app or website. The downside is
that this may not be as portable, especially if you don't have Wi-Fi access.
e) Stay flexible. Don’t hesitate to give yourself a free day or two. You can use this
free day to explore, or take some time off to rest. Ultimately your itinerary is a
guide to keep you on track while visiting. If you miss a reservation, it isn’t the
end of the world. Consider asking around about a local favorite to eat at, find a
local market, or see if there’s a museum or oddity nearby.
 Consider having some back-up plans. For example, if you make a
reservation, have a few other places to eat at in mind, just in case you miss
it.
 Never lose sight of the fact that your trip is supposed to be an enjoyable and
fulfilling experience.

2. Organizing Your Itinerary

a) Record your information. Record your check in times, confirmation
numbers, hotel names, and any other information you might need on hand.
Don’t worry about organizing this information yet. In the meantime, focus
on accumulating and documenting as much helpful information as you can
think of
b) Organize your travel information. Try and condense your travel
information into a single document for easy access while traveling. Keep a
printed copy or type the details of your itinerary into a word processing
document.
 If you prefer, you can use an online travel itinerary template. This
will give you a basic set-up, so all you have to do is fill in the blanks.
 You may also consider downloading a travel app to keep organized
during your trip
c) Keep a hard-copy. Your travel itinerary can be placed into a 3-ring binder.
As convenient as an app can be, batteries can die. It never hurts to keep a
 physical backup handy. Use page dividers to separate documents in your
trip binder into categories (rental car, tours, hotel reservations, etc.).
 Keep your page dividers labeled. If they have tabs on them, write
the category name on the tab in clear, legible writing.
 Another alternative is a multi-pocket folder or a multi-section
accordion folder.
d) Create a database. Compile a print-out or Notepad note of information for
your emergency contact(s) back home, and any special medical needs you
or your travel companions may have.
 If you are traveling out of the country, include the address, telephone
number, and directions to your country's embassy or consulate if
applicable.
 You may want to save a list of addresses of family and friends, so
you can send them postcards from the destinations you will visit.
e) Account for your responsibilities. Even if you will only be gone for a
weekend, it’s a good idea to make sure that everything at home will be in
order and accounted for. If you have pets, plants, or will need your mail
checked for an extended amount of time, ensure that a friend or family
member will be there to do so. This will ultimately offer you peace of mind
so you can relax and fully enjoy your vacation.
 If you can't find someone to come over and feed your pets, see if
they can stay at a friend's house or in a pet boarding home.
 If someone can't come over to water your plants, consider lending
them to a friend or neighbor for a week.

TOUR COSTING

Definition

It is the total cost incurred or attributed to a tour product service. Involves determination
of the cost of all tour components in an itinerary and adding a mark up to earn the Tour
Company a profit.
Factors affecting the tour cost

 Seasonality
 Foreign exchange fluctuations
 Competitor’s price strategy
 Increase in other costs
 Impact of liberalization and globalization
 Promotional pricing/special discounts
 Quality value ratio

Items to be cost includes:-

 Accommodation.
 Transportation,
 Transfers
 Game drives, city tours.
 Tour guiding costs – courier cost.
 Sight-seeing tours.
 Taxes and gratuities (tips / services charge).
 Entry to Park, toll station charges.
 Games Ranger fees (if there is any).
 Drivers allowance.
NB: A tour is cost per person. All quotations should outline prices as based on the following
terms and conditions

 Accommodation
 Meals
 Transfers and Transportation
 Taxes and gratuities
Items not included when costing tour

 Documentation costs.
  Excess baggage costs.
 Laundry and dry cleaning services.
 Airport taxes.
 Lost or damaged personal items.

CONDITIONS FOR PAYMENT

1. A deposit is required on confirmation.

2. The balance is to be paid not later than 30 days before the tour commences.

CANCELLATION

A cancellation fee for a tour is necessary system.

The cancellation fee is dependent on:-

 The number of days before the tour

 Kind of services reserved
 The policy of the government in the destination
 The company policy regarding cancellations
TOUR COST EXERCISE

 Include handling and operational charges.

 All costs are based on correct government taxes.
 Rate of exchanged authorized.
 Costs are subject to revision without a prior notification.

Advantages of a tour cost sheet

 It discloses the tour the total cost and the cost per passenger
 It enable the tour company to keep a close watch and control over costs.
 It helps in fixing up the selling price more accurately.
 It helps the company to submit quotations.
Tour pricing

1. Cost oriented pricing strategies

a. Cost-plus pricing
I. Marginal cost
II. Total cost
III. Mark up cost
b. Rate of return pricing
2. Market oriented pricing strategies
I. Discriminatory pricing
II. backward pricing
III. Market penetration pricing
IV. Skimming pricing
V. Bundle pricing
VI. Yield pricing
VII. Going rate pricing
VIII. Loss-leader pricing

3. Products line pricing strategies

4. Industry/competition pricing strategies
i. Tender pricing
ii. Differentiated pricing
Whatever pricing policy is adopted, a tour company has to take into consideration the:

i. Market segmentation
ii. Potential tourist’s perceptual strategy
iii. Analysis of competitor’s piecing strategy
iv. Assessment of the composition of the product
v. Analysis of external factors like political instability, events and other
problems
CARDINAL RULES OF COSTING
1. Paying passenger brackets are based on the maximum capacity of a tour vehicle.
when the number of paying passengers exceed the capacity of one vehicle, use as
many vehicles (of the same capacity) as necessary, determine the aggregate cost of
these and divided the amount by the number of paying passengers indicated in the
respective passenger bracket.
2. Determine whether the cost of the component is fixed or variable.
3. All costs. Paying passenger, free-of-charge and tour guide are calculated or reduced
to a per person cost. Thus, a twin room rate, when divided by two persons becomes
a twin-sharing rate.
4. Free-of-charge (FOC) costs are calculated by including all meals. Hotel, restaurants
and packed meals entrance fees and non-land transportation costs, such as boat
rides, scheduled air transport and similar.
5. When a tour guide accompanies the clients to destinations outside the guide’s usual
place of residence, he/she acts as a tour escorts and therefore, all board and lodging
(based on single-room occupancy) costs, plus tour guide fees are to be included in
the tour guide costs
6. When pro-rating the FOC costs by the number of paying passenger brackets,
multiply per the FOC cost by the number of FOC entitlements (1 FOC for every 15
full paying participants –maximum of 4)
7. When pro-rating tour guide costs by the number of paying passenger brackets,
determine the number of tour guides needed to service each vehicle. Rule: 1 tour
guide per vehicle.
8. When calculating mark up or margin, multiply the total cost by the desired mark-
up percentage. Amount multiply it by .09 (9%). Amount + the 9% =SELLING
PRICE
9. When calculating the government tax due, divide the net to operator by 0.88 for 12
% value added tax. Tax inclusive.
10. When calculating the commission due to the client travel management company,
divide the total amount due by.9 for 10% commission (10% commission minus
1.00=.9)
 SKELETON ITINERARY

Day Date Details Overnight

1 02 JUNE 2010 ARRIVAL & TRST NAIROBI

SERENA(HB)
EXBA 055. CITY TOUR

2 03 JUNE 2010 MOMBASA MOMBASA

BEACH (FB)

3 04 JUNE 2010 MALINDI, Mombasa Golden Beach (FB)

Scorpio Villages Lunch.

4 05 JUNE 2010 Mombasa Golden Beach (FB)

5 06 JUNE 2010 Nairobi Nairobi Serena (HB)

6 07 JUNE 2010 Aberdare Country Club. Ark (FB)

7 08 JUNE 2010 Samburu Game Reserve Samburu Serena

IG/D (FB)

8 09 JUNE 2010 Samburu Game Reserve Mara Serena (FB)

IG/D Lunch Maasai
Mara

9 10 JUNE 2010 Maasai Mara G/D Mara Serena (FB)

10 11 JUNE 2010 Nairobi Lunch.

Afternoon Shopping.

Depart.TRSF.
TOUR COSTING RATES AND INSTRUCTIONS

1. Mileage Cost at ½ a dollar per Kilometer.

Allow 80kms per game drive

2. Drivers allowance/per diem 30 USD per day

3. Vehicle hire rates 60 USD ( 7 PAX Van and driver)
4. Client Park Entry Fees(CPEF) 60 USD (Maasai Mara, Nakuru, Nairobi, Amboseli
and the Tsavos), 40 USD for all other parks
5. Transfers NBO/MBA(Airport- Hotel) 120 USD per 7 PAX Van
6. City Tours NBO 30 USD per person (add per vehicle mileage
expense)
MBA 20 USD per person

7. Manyatta visit 20 USD per person

8. Museum Visit 20 USD per person
9. Balloon Safaris(4hours) 400 USD per person for four hours (group size-5-16
PAX)
10. Giraffe centre/ Safari Walk/ Karen Blixen 20 USD per person
11. Air Ticket NBO -MBA one way 100 USD per person
12. Air Ticket NBO -MBA return 180 USD per person
13. Charge; infants (below 2 yrs) at 10% adult ticket rates; children (2 yrs but less than
12yrs) 75% adult rates. Different service providers charge rates.
14. Sample Accommodation Rack Rates
Hotel Chain FB Meal plan HB meal plan BB Meal Plan

Single Double Single Double Single Double

Fairmont hotels (Ark, Aberdares, 200 400 170 340 - -

Norfolk, Sweet waters…)
 The Serena Group-(Mara, NBO, 160 300 140 260 120 220
Samburu, Mt lodge, MBA
Beach, Kilaguni)

The Sarova group(Panafric, 180 320 160 300 140 260

Stanley, Lion hill, Mara, Shaba,
W/ Sands)

Sopa Lodges (Mara, Amboseli, 160 300 140 260 - -

Naivasha, Samburu)

.Wilderness Lodges-(Samburu, 220 400 - - - -

Keekerok, Larsens)

Kenya Safari Hotels-(Voi Safari 200 380 160 320 - -

,Ngulia, MBA Beach)

Heritage Hotels(Siana, Mara 170 340 150 320 - -

Intrepid/Explorer, Samburu
Intrepid etc)

Alliance hotels( Naromoru, 160 300 140 260 - -

Safari Beach, Jadini, Africana)

15. Cost an Extra Bed/child at 50% of the adult sharing rates –

16. Infants accompanied by parents get free accommodation services
17. Casual meals; Lunch 20 USD
Dinner 20 USD

Breakfast 10 USD

18. Tour Firm Profit Margins/ Markup

i. Vehicle expenses @25%
ii. Per Person Expenses 20%
iii. Single Room Supplement 10%
These information is hypothetical.
 TOUR COSTING SHEET PART 1

NAME OF CLIENT/GROUP ……………………………CONTACT ADDRESS………………………….. NO. OF PAX……..IN

(occupancy Types)...……… DATE OF TOUR…………………………………… FILE REF. NO
………………………………PREPARED BY…………………. DATE…………………

ACCOMMODATION OPTI
ONA
DAY/ STANDARD OVER SING SHARI SINGLE CHILD CLIEN CASU MILL VEHICL DRIVE
L
TOUR NIGHT LE NG ROOM / TS AL AGE E R
DATE REMA
STOPOVE SUPPL EXTR SERV ALLO
RKS
R EMENT A BED ICES- WANC
SERVICES (HOTEL/L P.E.F. MEAL IN HIRE ES
ODGE) S KMS EXPENS
EXT ES
RAS
TOTALS
TOUR COSTING SHEET PART 2

NAME OF CLIENT/GROUP …………………………..…NO. OF PAX………..IN (occupancy)

……..……

A. TRANSPORT COSTS
AMOUNT
1. Mileage ……………km @..................per vehicle ..................
2. Vehicle hire expenses …………...
3. Driver allowances @............ for ………days …………...
4. TOTAL COST PER VEHICLE …………...
5. Add …………. % markup/margin ……………
6. GROSS TOTAL VEHICLE RUNNING EXPENSES ……………

B. PERSONAL EXPENSES (PPPD) Single Sharing

Per 3rd Bed
1. Accommodation ……………. …………..…………...
2. Client park entry fee (CPEF) ……………. ………….. ……………
3. Casual meals ……………. ………….. ……………
4. Extras ……………. ………….. ……………
5. File /administration fees ……………. …………..……………
6. NET TOTAL COSTS ……………. ………….. ……………
7. Add …………. % markup/margin ……………. …………..……………
8. GROSS PERSONAL EXPENSES ……………. …………..……………

C. OTHER EXPENSES PER ADULT PERCHILD

1. Scheduled Air tickets …………….. ……………
2. Charter flights …………….. ……………
3. Railway tickets ……………. .……………
 4. Brochure tours …………….. ……………
5. GROSS TOTAL OTHER EXPENSES …………………………
TOUR COSTING SHEET PART 3

NAME OF CLIENT/GROUP …………………………..…NO. OF PAX………..IN (occupancy)

……..……

SUMMARY

A. PER PERSON SHARING TWIN

AMOUNT
1. Gross total transport costs per person (divide by no of PAX in Vehicle)
……………
2. Gross personal expenses ……………
3. Gross other expenses ……………
4. GROSS PER PERSON SHARING ……………
B. PER PERSON IN SINGLE
1. Gross total transport costs per person (divide by no of PAX in Vehicle)……………
2. Gross personal expenses ……………
3. Gross other expenses ……………
4. GROSS TOTAL PER PERSON IN SINGLE ……………
C. PER PERSON IN TRIPLE/3RD BED
1. Gross total transport costs per person (divide by no of PAX in Vehicle)……………
2. Gross per 3rd Bed personal expenses ……………
3. Gross other expenses ……………
4. GROSS TOTAL PER PERSON IN TRIPLE/3RD BED ……………

D. WORK OUT TOTAL AMOUNT TO COLLECT FROM THE GROUP

……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
 ……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………

EXHANGE RATE: 1 USD = 102 KSHS TOTAL IN KSHS

APPROOVED BY: DATE: ______

Evaluation

o Calculating transport costs

o calculating accommodation costs and rates
o Calculating costs of optional services
o profit margins and commissions
o Exchange rates
CHECK IN AND CHECK OUT PROCEDURES IN:

a) Hotel
b) Airport
c) Parks

2. Briefing and debriefing

6 Stages of The Guest Check-In Procedure in hotel

The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of
the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3)
Secure advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the
guest folio.

In case of manual or semi-automated operation systems, the process begins as the guests arrive at
a hotel and are greeted by the front office staff, subsequent to which they complete the registration
formalities, and finally the guests are assigned rooms and issued the room key by the front
office personnel. In a fully automated system, the same activity is performed automatically by self-
service terminals located in the hotel lobby.

The procedure for normal check-in may be summarized in the following 6 stages:

Stage 1: Receiving and Registration

Receive the guest in front of the house

 Open the door and welcome the guest.

 The doorman informs the bell desk to pick-up the guest baggage.
 Bring the luggage and baggage into the lobby (Incase the bell desk team not available then
the doorman should assist with the baggage.)
 Escort the guest up to reception desk (usually done by the bellboy/porter)
 Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice etc.)

Receive the guests at the reception

  Welcome the guest promptly with a cheerful and pleasant smile.
 Address with the appropriate surname, if known.
 Request for the reservation details like guest last name, confirmation no., booking source etc.
 Request for the guest ID card or passport.
 Request for the guest business card.

Register the guest - Complete the registration card or register the guest

 Verify the information on the registration against the reservation ensuring the accuracy of
name, date, and payment mechanism.
 Stamp check-in time on the registration card.
 Show check-in in the hotel software/PMS.
 Carry out the final check of the registration card for the guest signature.
 Discuss room preference with guest as per the availability, or select an available room which
is "ready to let” and allocate the room.
 Take a note of the expected departure details.
 Take note of the airport drop, any special request etc.

Stage 2: Allocation of the room

 Allocation of the room means assigning a vacant and ready (VR) room to the guest for staying
(if this was not done already).
 For repeat guest assign room as per the preference.
 In order to allocate a guest room, accurate room status information is required. For this
purpose, a room status board or room rack is kept in the reception.
 When the room has been allocated, the reception should; Block or code the room as sold.
 Prepare key card of related room number by entering the arrival and departure date, rate and
offer it to the guest for signature.
 Give the room key to either the guest or the bellboy.
 Record guest arrival on daily arrival list.
Stage 3: Secure Advance Payment

 Advance payment should be done for security purpose. It is usually done by accepting a cash
deposit or taking a credit card.
 While handling advance deposit, whether cash/ cheques, always:
 Issue a receipt for cash/ cheques and record the payment in the guests ‘ledger.
 Accept credit card and evaluate for its credit limit and availability.
 Get the imprint of the card and obtain a guest signature.
 Get a pre-authorization (pre-auth) from the Credit Card Company or EDC machine for the
required amount and record the same to the reservation.

Stage 4: Information Service

The receptionist is responsible for informing guest about the facilities and services offered by the
hotel. This helps the guest to familiarize about the hotel facilities and also to increase the sale. At
this point, the receptionist should;

 Acknowledge the guest about the hotel's activities, facilities, and service with direction and
location.
 Enquire if the guest requires a wake-up call. If so, record it correctly.

Stage 5: Complete the check-in formalities

After the check-in formalities are completed;

 The bellboy or the GRE should escort the guest up to the allocated room.
 Inform other departments and sections about the guest arrival by arrival notification slip.

Stage 6: Open the guest folio

 Open guest bill/ folio/folder and clear any old bill copies.
  Record the key information for billing purpose (room rate, number of nights, departure date
and mode of payment).
 File the bill in the guests' folio box together with the completed registration card.

11 Steps for Guest Checkout Procedure - Hotels

The objective of the checkout process is to process the guest’s request for settlement of his or her
account as quickly and efficiently as possible. The lodging establishment also wants to maintain a
quality-control system for both the guest and the hotel: posting errors can mean erroneous charges
for the guest and lost money for the lodging establishment.

The guest checkout involves the following steps:

1. Guest requests checkout.

2. Desk clerk inquiries about quality of products and services.
3. Guest returns key to desk clerk.
4. Desk clerk retrieves hard copy of electronic folio.
5. Desk clerk reviews folio for completeness.
6. Guest reviews charges and payments.
7. Guest determines method of payment.
8. Guest makes payment.
9. Desk clerk inquiries about additional reservations.
10. Desk clerk files folio and related documents for the night audit.
11. Desk clerk communicates guest departure to housekeeping and other departments in the
hotel if necessary.

First of all set your objectives and always keep them simple. Accommodate guests and maintain
necessary data to provide the lodging establishment with information for the income statement.
The steps outlined for guest checkout show how easy it is to establish operational procedures when
you keep these goals in mind.

AIRPORT CHECK IN PROCEDURE

Step by step
1. Find the appropriate check-in gate (point) for your flight.
2. Have your documents ready – passport (or national ID), online reservation booking number
(code), or paper copy of your ticket (if you have one).
3. At the check-in desk, you will be asked to present the documents listed above, and you can hand
over checked baggage which will be weighed and then sent to be loaded onto the plane.
4. After presenting your documents and checking your baggage, you will receive a boarding pass
which enables you to board the plane.
5. Once the check-in procedure is completed you should proceed to the appropriate gate, where
each passenger undergoes a security check.
6. During the security check, passengers must place objects like keys, telephones, belts, electrical
equipment, as well as coats, jackets, and scarves in the baskets provided and put them on the
conveyer belt.
7. After the security check, you can proceed to the appropriate gate, where you will then board the
plane. The boarding time is indicated on your boarding pass. At boarding time, airport staff will
make an announcement informing passengers they may board the plane.

Check out in Airport

Arrival procedure
1. Arrival

At Ibaraki Airport, passengers leave the airplane with an accommodation ladder without using a
boarding bridge and then proceed to the passenger terminal building. When you have gone down
the ladder, proceed along the path and go to the arrival gate.

2. Quarantine

If you have received a quarantine questionnaire while on board the aircraft, please fill in the
necessary information and submit the questionnaire at the Quarantine Counter on arrival. Please
inform the Quarantine Counter if you suffer any symptoms such as fever or diarrhea.
3. Passport control

A passenger will present his/her passport.

4. Baggage Claim

If you have checked in your luggage, go to the baggage claim and check your baggage claim
receipts to retrieve your baggage.

5. Plant and Animal Quarantine

Passengers bringing animals (including meat products) or plants (including fruits and vegetables)
into a country must have them inspected at the Plant and Animal Quarantine Counter.

6. Customs Inspection

Items brought into a country from overseas must be declared on arrival. Passengers who have not
exceeded the duty-free allowance and have nothing to declare should go to the counter with a green
lamp.
All other passengers, or passengers who are unsure should go to the counter with a red lamp. All
passengers are required to submit a declaration form to customs for accompanied and
unaccompanied items. Please fill in the form in advance.

7. Arrival Lobby

This is the end of all procedures. Thank you for your cooperation

CHECK IN IN THE GAME PARK

 Take temperatures
 Check the type of vehicle e.g. school bus, tour van ,land cruisers etc
 Make payments
 Release to enjoy the attraction
BRIEFING AND DEBRIEFING

To ensure that a visit from a client or associate from another country is a smooth and productive
exchange, gather and document as much information as possible by preparing a pre-meeting
briefing containing important visitor information, and a post-meeting debriefing for future
reference.

After this I will take them to Java restaurant in landside airport for quick lunch before I brief
them and later proceed to where their accommodation is.

Then brief them on:

i. Climate -here in Kenya our climate is a bit hot because we lie on the equator so they
should ensure that they have their sunscreen on and safari heart.
ii. Security and safety-they should not go out at night without being accompanied by a
security officer because of wild animals who come out at night to graze.
iii. Photography-it is unlawful to take photos of uniformed policemen, parliament and the
local community without their consent.
iv. Language-that the official language in Kenya is English.
v. Currencies exchange offices.
vi. Time is in GMT and is 12hrs day and 12hrs night.
vii. Carry extra coins in case they want to tip in the hotel.
viii. Carry their personal documents such as passport, cash, and cheques around.
ix. Dress code- To wear such flat shoes and also that be told to stick to park rules strictly.
x. Itinerary –Briefing and give each one of them a copy.

DEBRIEFING OF THE 10PCKS AMERICAN TOURIST.

After the tour is complete, I will thank them for coming and I will give them promotional
package for next visit and they will enjoy 5minites cultural dancing from Samburu community.
FOLLOW UP
A tour guide guest feedback form that will enable them to share their experience on
accommodations, food and drinks transfer Land cruiser, flights, tour guide and game viewing.
Tourists will be transferred to the Airport using our tour land cruiser car and help them with
airport departing procedures.
A tour guide will make email follow up on each one of them if they reach their destination safely
and also ask them about their experiences on the tour.
A sample tour report
Arrival and departure Arrived 11th July 2021 at 1500hrs and depart
at 16th July 2021 1100hrs.
Accommodations Day 1 & 2, Sentrim mara camp, alps mara
camp and day 3 & 4 Naivasha kongoni
lounge.
Transport Their flight was in KQ509y and were later
transferred using land cruiser KBQ339Y.
Itinerary The itinerary was followed in details although
there was one client by the name Mary
thatcher 29 yrs. old who was unwell due to
sun scorching.
Accidents reports There were no accidents recorded.
Lost and found items There was no client who misplaced anything.
Reports of missed services A client by the name Mary thatcher missed
day two trip because skin irritation due to sun
scorching.
Rest and meal stop The tourist was not overworked because we
had stop overs for lunch and rest.

TOUR REPORTS

1. Purpose:

The purpose of a travel report is to justify the purpose of the trip and the money that you spent.
Because trip reports provide proof of expenses,

It is imperative that they are accurate and provide a clear explanation of the trip.
2. Audience:

Trip reports are usually provided for one’s immediate manager or supervisor; however, the
report may become a portion of a larger report, or it may be forwarded to other managers,
accountants, and even CEOs. Trip reports eventually provide company accountants with
information for yearly reports, projected annual budgets, and crucial information for tax filing.
3. Mode:
While trip reports can be written as a letter, memo, or e-mail, you should remember that trip
reports are professional documents that require a formal style. Whichever mode of
communication that you choose or that you are instructed to use as a means for providing your
information, you should plan, organize, and write your report following the convention of
business genre and following correct writing conventions (grammar, punctuation, and usage).
Headings are an integral part of the trip report, and divide your report into easily recognized
sections.
4. Formatting and Elements of the Report:

A. Subject line: On the subject line, you should include the destination, purpose, and
date of the trip.

B. Statement of purpose: The first line of the text of your report should be your
statement of purpose or the purpose of the trip—be specific. Depending upon your
position in the company, it may be necessary to include the name of the person who
approved the travel.

C. Introductory summary: The summary can be divided into sections, depending upon
the reason for the trip. In each section, you should elaborate so that your company will
have information for a follow-up trip.
I. Contains the reason for the trip.
II. Who you met. You should always provide full names, titles, and conversations
that related to your trip.
III. What you accomplished. Again, you should be explicit with those activities or
recommendations that you give to the people you meet

D. Summary of actions: Describe what you did on the trip.

E. Depending on the report, you may be asked to provide recommendations based on

your findings from the trip.

F. Outcomes: Describe any results of the trip.

G. Spreadsheet: Provide a detailed list of expenditures, and photo copied receipts.

 TOPIC 8: FIRST AID

Learning basic first aid techniques can help tour guide cope with an emergency. You may be

able to keep a person breathing, reduce their pain or minimize the consequences of injury or

sudden illness until an ambulance arrives. This could mean the difference between life and death

for them.

It is a good idea to take a first aid course so that you can recognize an emergency and give basic

first aid until professional help arrives.

Definition

First Aid is the initial assistance or treatment given to a casualty for any injury or sudden illness

before the arrival of an ambulance, doctor, or other qualified personnel.

AIMS OF FIRST AID

 Preserve life

 Prevent the casualty’s condition from becoming worse

 Promote recovery

RESPONSIBILITIES OF A FIRST AIDER

 Assess the situation quickly and safely and summon appropriate help

 Protect casualties and others at the scene from possible danger

 To identify, as far as possible, the nature of illness or injury affecting casualty.

 To give each casualty early and appropriate treatment, treating the most serious condition first.

 To arrange for the casualty’s removal to hospital or into the care of a doctor.

 To remain with a casualty until appropriate care is available.

 To report your observations to those taking care of the casualty, and to give further

assistance if required.

PRIORITIES OF CASUALTIES

 Save the conscious casualties before the unconscious ones as they have a higher chance of

recovery.

 Save the young before the old.

 Do not jeopardize your own life while rendering First Aid. In the event of immediate danger,

get out of site immediately.

 Remember: One of your aims is to preserve life, and not endanger your own in the process of rendering

First Aid.

 Casualties should always be treated in the order of priority, usually given by the“3

Bs”:Breathing, Bleeding, Bones

DRSABCD Action Plan

First aid is as easy as ABC – airway, breathing and CPR (cardiopulmonary resuscitation). In any

situation, apply the DRSABCD Action Plan.

DRSABCD stands for:

 Danger – always check the danger to you, any bystanders and then the injured or ill

person. Make sure you do not put yourself in danger when going to the assistance of

another person.

 Response – is the person conscious? Do they respond when you talk to them, touch their

hands or squeeze their shoulder?

 Send for help – call triple zero (000). Don’t forget to answer the questions asked by the

operator.

 Airway – Is the person’s airway clear? Is the person breathing?

 If the person is responding, they are conscious and their airway is clear, assess how you

can help them with any injury.

 If the person is not responding and they are unconscious, you need to check their airway

by opening their mouth and having a look inside. If their mouth is clear, tilt their head

gently back (by lifting their chin) and check for breathing. If the mouth is not clear, place

the person on their side, open their mouth and clear the contents, then tilt the head back

and check for breathing.

 Breathing – check for breathing by looking for chest movements (up and down). Listen

by putting your ear near to their mouth and nose. Feel for breathing by putting your hand

on the lower part of their chest. If the person is unconscious but breathing, turn them onto

their side, carefully ensuring that you keep their head, neck and spine in alignment.

Monitor their breathing until you hand over to the ambulance officers.

 CPR (cardiopulmonary resuscitation) – if an adult is unconscious and not breathing,

make sure they are flat on their back and then place the heel of one hand in the centre of

their chest and your other hand on top. Press down firmly and smoothly (compressing to

one third of their chest depth) 30 times. Give two breaths. To get the breath in, tilt their

head back gently by lifting their chin. Pinch their nostrils closed, place your open mouth

firmly over their open mouth and blow firmly into their mouth. Keep going with the 30

compressions and two breaths at the speed of approximately five repeats in two minutes

until you hand over to the ambulance officers or another trained person, or until the
 person you are resuscitating responds. The method for CPR for children under eight and

babies is very similar and you can learn these skills in a CPR course.

 Defibrillator – for unconscious adults who are not breathing, apply an automated external

defibrillator (AED) if one is available. They are available in many public places, clubs

and organisations. An AED is a machine that delivers an electrical shock to cancel any

irregular heart beat (arrhythmia), in an effort get the normal heart beating to re-establish

itself. The devices are very simple to operate. Just follow the instructions and pictures on

the machine, and on the package of the pads, as well as the voice prompts. If the person

responds to defibrillation, turn them onto their side and tilt their head to maintain their

airway. Some AEDs may not be suitable for children.

FIRST AID PROCEEDURES

1. FAINTING

Fainting is a brief loss of consciousness that is caused by a temporary reduction of blood flow to

the brain.

SYMPTOMS:

A brief loss of consciousness causing the casualty to fall to the floor

A slow pulse

Pale, cold skin and sweating

CAUSES:

o Taking in too little food and fluids (dehydration)

o Low blood pressure

o Lack of sleep

o Over exhaustion
TREATMENT:

 Lay casualty down, and slightly elevate legs

 Make sure she has plenty of fresh air

 As she recovers, reassure her and help her sit up gradually

 Look for and treat any injury that has been sustained through falling

2. SHOCK

Shock occurs when the circulatory system fails, and insufficient oxygen reaches the tissues.

If the condition is not treated quickly, vital organs can fail, ultimately causing death.

Shock is made worse by fear and pain.

SYMPTOMS:

 Clammy skin (cool, pale and damp)

 Restlessness and nervousness

 Thirst

 Loss of blood

 Confusion

 Fast breathing

 Nausea or vomiting

 Blotched or bluish skin (especially around the mouth and lips)

 Often perspires freely

 May pass out.

TYPES AND CAUSES

Shock can be divided into 4 types:

  Hypovolemic shock– caused by the loss of blood volume (such as through bleeding) or

profound dehydration

 Cardiogenic shock- a result of a weakened heart that is unable to pump blood as

efficiently as it once did. Commonly occurs after a massive heart attack

 Distributive shock: a result of the lack of distribution of blood to the organs

 Obstructive shock: results from an obstruction to blood flow at a site other than

the heart

TREATMENT

 Position the casualty on their back

 Elevate the Legs

 Loosen clothing at neck waist or wherever it is binding

 Climatize (prevent too hot or too cold)

 Reassure (keep the casualty calm)

 Notify medical personnel (Help, Get a medic!!)

3. FRACTURES

A fracture is a break or crack in the continuity of the bone.

SYMPTOMS:

 Pain at or near fractured site

 Tenderness on gentle pressure

 Swelling over the fracture site

 Deformity e.g. irregularity of bone, angulation or rotation of limb, depression of bone etc.

 Loss of power
Signs and symptoms of shock

Treatment

1. Don't try to straighten it.

2. For a limb, use a splint and padding to immobilize it.

3. Put a cold pack on the injury, with a barrier between it and the skin to prevent tissue

damage. If ice is all that's available, put it in a plastic bag and wrap it in a shirt or towel.

4. If it's an extremity, elevate it.

5. Give anti-inflammatory drugs to reduce pain.

4. DISLOCATION

A dislocation is the displacement of one or more bones at a joint. It usually occurs in the

shoulders, elbow, thumb, fingers and the lower jaw.

SYMPTOMS:

 Pain at the site of injury

 Limited movement at joint

 Deformity

 Swelling

 Tenderness

Treatment

Support and immobilize the injured limb

 Use a splint (if possible) in order to prevent movement of the injured part

 Arrange for casualty to be removed to hospital

 In doubtful cases, always treat as for a fracture

  Do not attempt to replace the bones

5. STRAIN

Strain is an injury to a muscle in which the muscle fibers tear as a result of overstretching.

(Sprain – to a ligament)

SYMPTOMS:

 Localized pain

 Stiffness

 Inflammation

 Bruising

6. CHOCKING

Choking due to a windpipe obstruction is a serious situation that can make someone lose

consciousness and even die if the obstruction isn't removed

Signs of choking include:

 Gagging, gasping, or wheezing

 Inability to talk or make noise

 Turning blue in the face

 Grabbing at the throat

 Waving arms

 Appearing panicked

Treatment
Maintaining a clear airway is always the priority to make sure the person can keep breathing.

You might need to roll them onto their side, but spinal injury is always a possibility in anyone

involved in an accident. There are ways of placing an injured person on their side so that there is

very little movement to their spine.

1. Stand behind the person and lean them slightly forward

2. Put your arms around their waist

3. Clench a fist and place it between their navel and rib cage

4. Grab your fist with your other hand

5. Pull the clenched fist sharply backward and upward under their rib cage in 5 quick

thrusts. Repeat until the object is coughed up.

For someone who's obese or pregnant, perform thrusts around the chest instead of the abdomen.

If someone is unconscious:

1. Place them on their back and kneel over them

2. Place the heel of your hand slightly above the navel

3. Place your other hand on top of it

4. Give quick upward thrusts to dislodge the obstruction

7. NOSE BLEED

Most of us have had a bloody nose at some time in our lives. It simply means bleeding from the

inside of the nose due to trauma. The biggest cause of a nosebleed is digital trauma—otherwise

known as picking it. It can also be caused by environmental factors, medical conditions (some

minor, some serious), medications, and recreational drugs.

Causes include:

 Dry or hot air

 High altitudes

 Chemical fumes that irritate the nasal passage

 Colds and allergies

 Blowing your nose hard or often

 Trauma to the nose

 Bleeding disorders, including hemophilia and leukemia

 High blood pressure (hypertension)

First Aid for Nosebleed

The first aid for nosebleed includes:

1. Lean slightly forward, not back.

2. Pinch the nose just below the bridge, high enough that the nostrils aren't pinched closed.

3. Check after five minutes to see if bleeding has stopped. If not, continue pinching and

check after another 10 minutes.

4. You can also apply a cold pack to the bridge of the nose while pinching.

8. BEE STINGS

Bee stings re annoyingly painful for most people, but they can be deadly for those who are

allergic to bee venom

An allergy to bees can develop at any time, even in someone who's been stung many times

before, so it's important to always watch for signs of an allergic reaction after a sting. Just about

any bee sting will cause pain, redness, and swelling.

 Swelling away from the area that was stung

 Flushing

 Hives

 Itching

 Signs of anaphylaxis, which include impaired breathing and shock (anxiety, bluish lips

and fingernails, chest pain, confusion, dizziness, profuse sweating, and skin that's pale,

cool, and clammy

Treatment

1. Get the stinger out any way you can to keep it from injecting more venom. The method

doesn't matter—it's most important to do it quickly.

2. Wash the area with soap and water.

3. Use a cold pack to reduce swelling at the site, but don't apply ice directly to the skin.

4. Reduce swelling and itching.

5. Use painkiller to minimize pain.

TOPIC 9: EMERGING TRENDS IN TOUR GUIDING TECHNIQUES

Class assignment