Handling Tour Package

Make sure the itinerary state place where to
stay, place where to eat, and include
transportation.
Determine whether to have walking/ bus
tour.
Weather/season-determine weather the
trip is in "on and off season".
Review back the itinerary and mention if
there are any changes in the itinerary.
In case contingency plan happen and
itinerary need to be change, action to take:

1. Inform the tour agency of the latest
development.

2.Recommend familiar places of interest or
new places on the itinerary.

3. Inform to the relevant parties. For
example hotel, restaurant, and drivers.

4.Obtain tour leader and tourist signatures
on consent of the changes made.

5.To keep the photocopy of the consent
letter which are the tourist signature.

2.1.3
Organize Participant/Tourist

Tour guide may handle domestic tours,
inbound tours or outbound tours.

Domestic Tours
Domestic tourism can be described as tourism that
involves the people of a country traveling within their
own country. It does not involve crossing international
borders at the entrance. Domestic tourism is actually the
first form of tourism practiced. It has become a well -
established practice, happening in every country or

region in the world.

Inbound Tours
Inbound tourism is the act of a person traveling to a
country other than where they live for the purpose of

tourism.

Outbound Tours
Outbound tourism is the act of traveling ‘out’ of your
home country for tourism purposes. Outbound tourism
does not include the purchase of goods or services
before or after travel within the tourism -generating

country.

Preparation process while leading a group
visit:

Be punctual
Make sure you have the full name of the
guest
Know the composition of the group
(children, teenagers, senior citizens, if
foreigners what is their nationality, their
language)
Meet and greet with your group by
introducing yourself to
customers/guests/tourists
Check luggage (if any)
Distribute important documents
Review/discuss the general itinerary for the
visit as well as rules and regulations.
Establish warmth (mutual trust and
friendship) with and among the group
Deliver your commentary
End your day by announcing the next day's
itinerary/program and give proper
instructions
End your day or tour thanking your
guests/tourists

Materials for tour
guide to bring
together: (form)

Itinerary Expense sheet
Things to do list
List of supplier Rooming list
General tour report
Daily tour report Passenger list
Time sheets
Copies of confirmation Blank and
seating chart
Optional tour

list
Passenger
questionnaire

Emergency form

Materials for Maps
tourists to Manual
bring together: Tour guide book
(References)

Voucher Materials for
tour guide to
Tickets bring together :
(Supplies)
Credit card and checks
Extra passen
ger supplies

Handouts

Office supplies

Miscellaneous item
(luggage or duct tape,
plastic trash bag, birthday
or anniversary cards,
band-aids,small
screwdriver or Swiss Army
Knife)




Materials for tour Personal Digital Assistant (PDAs)
guide to bring Electronic translator
together: Briefcase alarm
(Gadgets) Handphone
Microphone
Flags
First aid kit

2.1.4
Organize Meals and Transportation

Organize meals
The most difficult aspect of planning a
vacation for a large party is locating a
restaurant that will accommodate your
group for a dinner ahead of time. Choose
restaurants that enable guests to order at
the front counter to avoid the
inconvenience of arranging reservations
that are not always readily accessible.

Organize transportation
Transport plays an essential role in the
tourist industry and is a major engine of
socioeconomic advancement.

Responsibilities as Tour Guide:
Check meals with tourism supplies. It must
stated in the itinerary.
Check transport amenities such as microphone,
trash bins and so on.
Know vehicles to be used, the plate number
and name of the driver or coordinator.

2.1.5
React to Tourist's Safety and Security

Safety and security are critical components of
offering high-quality tourism services. More than

any other economic activity, a tourism
destination's success or failure is determined on
its ability to create a safe and secure environment

for guests.

What tour guide have to do?
Review/discuss general itinerary for the tour.
Announce the inclusions or excursions of the
tour and what to expect.
When giving a tour, there may be rules and
safety precautions that you need to explain.
Also, tourists will appreciate any helpful advice
you can give them, such as inform money
exchangers, transportation to use, and traffic
rules.
If there are any customs or matters of
etiquette that you think tourists should be
aware of, let them know.

Policies, laws, rules and regulations

Explaining rules. Here are the Explaining safety. Here are the
examples: examples:

"You are strictly forbidden from “Please keep your seatbelt
taking photographs inside the fastened at all times”
museum" “Keep your hand inside the
"Please stay on the marked path" train”
"Remember to place all trash in the “As a safety precaution, please
garbage bins" stand behind the yellow line”
"Please pay attention to the times. “For your own safety, we ask
We don't want to keep the driver that you refrain from putting
waiting" your arms
"Classes are in session, so we need to out the window”
keep our voices down" “Please do not feed the
"The bus will be leaving at 5.00pm animals”
sharp" “Please remain seated until we
"You'll have some free time to look come to a full stop”
around after lunch" “Please stay with your groups
"Please meet back here in one hour" at all times”
“Please keep to the sidewalk”
Explaining etiquette and customs.
Here are some examples:


“It is customary in our country to
tip the friendly bus drives”
“In this region we bow rather than
shake hands during a first
meeting”
“Though the all-inclusive includes
tips for the servers, it does not
include tips for the bellboy”
“To indicate that you want to get
on or off the bus simply wave your
hands at the driver”

2.1.6

Respond efficiently to problems and

complaints

Customer complaints ~ they come in
the form of an angry email, a scathing
online review, an awkward in-person

encounter, a negative tweet, or an
unexpected phone call. It’s tough to
hear, but customer complaints result
from you, your product, your staff, or

your service falling short of
expectations. As difficult and
uncomfortable as they are, handling
customer complaints is an important
part of doing business, and they must

be dealt with properly.



Tour guide have to:
Must alert with
tourists’/customer
complaint
Need to put special
attention in case tourist
sick
Must have high empathy
and sympathy with
tourists

2.1.7
Perform excellent financial
management during tour

Financial Management
means planning,

organizing, directing
and controlling the
financial activities such
as procurement and
utilization of funds of
the enterprise. As a
tourist, they must alert
with their finance

during tour.

Tourist have to:
Make sure you have the
cash advances and tour
vouchers
Be aware of tickets
needed

Here for more info!

2.2

Display hospitality values and
behavior in a travel and tour

business environment

2.2.1 Practice excellent
hospitality values while

dealing with tourist



2.2.2 Practice excellent
hospitality values while
collaborating with other tour
operators and tourism

service providers.



2.2.3 Demonstrate
adaptability and positive
attitude towards business in

tourism industry

2.2.1
Practice
excellent
hospitality values
while dealing
with tourist

1. Hospitality is more than an industry. It is a
concept and an obligation, that we use to describe
a whole variety of different commercial contexts.



2. Hospitality is often describes as offering
hospitality services: generosity, warm reception,
special care for a guest, good intentions,
willingness to help others, support, people
oriented, give BEST solution and give BEST quality

.


3. It is important for tour guide to display
hospitality values and behavior and the impact:


From a guiding-industry perspective : To turn
positive customer’s experience to tourism
industry’s benefit.

From a visitor’s perspective : To satisfy visitors
who are seeking for travel experience.

From a guide’s perspective : To make the
guiding enjoyable, stimulating and fresh.

2.2.2 Tour operator/travel companies
Practice excellent are very interconnected
hospitality values
while collaborating Some companies operate tours,
with other tour others just sell tours, many do
operators and tourism both and most work together with
service providers.
many freelance tour guide
Collaboration with other tour
operator may occur in terms of:

1) send/share routes
2) share information (through files

and emails)
3) recording tracks

2.2.3

Demonstrate

The positive character reacts and adaptability and
interact with his or her surrounding positive attitude
towards business
with manner and goodness in tourism industry
Positive attitude can be portrayed
through positive state of mind or

feeling and positive way of saying and

doing (involve physical, emotional,

expression, communication and

mental) which may result in positive

belief system

Knowing that tour guide represents

the company /country, they should

always give and display hospitality

values to their tourists

Here we provided Q&A that can increase your
knowledge about Handling Tour Package
Let's try it!

TOPIC 3

POST TOUR ANALYSIS

Post tour is a tour guide's SCAN ME !
report on what transpired
during a trip, as well as input More explanation
from tourists. In order to about topic 3
examine and analyses tour
activities in line with travel
agent rules, tourist guide
must prepare a post-tour
report.

3.1
REPORT MATTERS RELATED TO

POST TOUR

3.1.1 PREPARE TOUR REPORT

Preparing a tour report
requires a tour guide to
report to the company about
the implementation of the
tour, handle required forms
on collecting feedbacks and
describing any events that
occur during the tour. Tour
report must be prepared and
submitted immediately after a
trip has finished to examine
and analyses tour activities
that meet the needs of travel
agencies.

Tourist guide who is
knowledgeable about the
post-tour should be able to :

1) Obtain on-tour information
2) Study tourist feedback
3) Generate tour report

OBTAIN ON-TOUR
INFORMATION

There are 3 sections :
Survey on New Places of Interest and
Products
Make Field Studies and Evaluations
Sources of On-Tour Information

1) A tour guide must keep an eye out
SURVEY ON for new attractions and products in
NEW PLACES the country. They must pay a visit
OF INTEREST to these new locations and product
centres in order to obtain as much
AND information as possible on security
PRODUCTS measures, legality, the product
itself, and the center's amenities,
among other things. A tourist
location that does not match the
national standards for being a
tourist destination should not be
recommended. The data acquired
for possible new points of interest
or tourism items might be utilized
to promote new nationalN O M A D I C   |   2 4
destinations and tourism products.

Field research and evaluations are essential, especially
when a new stop in an itinerary is being proposed.

Information that needed to be gathered and evaluated are :
Safety
Location
Distance
Facilities
About the product/place
Prices
Tourism Interest
Route to destination
Other services

3) Sources of On-Tour information

These are channels via which specifics of on-tour
information are recorded in order to verify the
information's validity, correctness, transparency, and
accountability.

Example of survey question

Tourist Guide Log Book
One of the ways to gather and record information about
a tourist guide's task is to use a Tourist Guide Log Book. It
aids in the collection of precise information about the
itinerary and can be utilised as a record in the event of
inconsistency.

STUDY TOURIST FEEDBACK

Survey is needed to find out feedback from
tourists after trip through a google form that has
been made.

Details that will be asked in the tourist feedback
form are :

Place of interest
Accommodation
Restaurants
Coaches
Tourist Guide Performance

A tourist guide may seek a structured survey form
from the travel agent in order to conduct a survey. If
no such survey forms are available, a guide might
make his own using the following template.

Manual tourist feedback form
Online tourist feedback form such as google form

Example of survey result 1) The result of survey shall
determine :

Irregularities during tour
Prospective tourism
products
Tourist verbal inputs
Classification of situations
and finding during tour
Gather Feedback from
Tourist

2) Tourist Feedback Form

The Tourist Feedback Form collected the most
direct feedback from visitors. It records their
satisfactions and dissatisfactions, as well as
constructive suggestions that can be beneficial in
organizing the next itinerary for tourist guides or
travel firms.

Details in Tourist Feedback Form :

Example 1 :
Places visited

Example 2 :
Tourism Product

Details in Tourist Feedback Form :

Example 3 :
About Tourist Guide

Example 4 :
Complaint Form

Generate Tour Report

PROCEDURES TO WRITE TOUR REPORT

1) WRITE A TOUR REPORT

In a tour report, it is required for
Tourist guide to compile all completed
forms and segregate feedback
according to type. Next, tour guide has
to analyze the causes of complaints,
find solution about that and note
positive comments for things that
should maintained or continued. After
that, make relevant and practical
recommendations and suggestions.

2) TOUR REPORT
SHOULD BE LINKED

TO :

Policies such as on
quality, values and
others.
Vision
Mission
Objectives
Business Development

GENERAL DAILY TOUR
TOUR REPORT REPORT

Delays, problems, or other Report daily experiences of a
strange occurrences reported tour. Any illness, accident, or
by tour conductors. This form death that occurs on a trip must
also includes a profile of the be reported in full to a tour
group from the tour conductor. reporter. This form must be
Evaluate the service provided filled out completely and
by hotel, restaurant, airline, accurately, with all situations
cruise line, and attraction mentioned.
workers.

Example 5 : Tour Report

Classification of

situations and

findings during

tour

Result analysis of a survey

After reviewing the comments on
the situations, the findings of the
reports can be divided into a few
categories: ideas for changes,
suggestions for new and
prospective tourism items, praises,
and complaints. Tourist guides and
travel firms will be able to benefit
from the comments and accept or
implement it for future trips as a
result of this.

3.1.2

Prepare Financial Statement for the

tour

After a tour is finished, tour guide must
also prepare a financial statement for
the throughout of the tour. To complete
the financial report, tour guide must
gather all the required receipts,
vouchers and other documents.
Tour guide will be required to put in
working hours for each day on a
corporate time sheet by a select
companies that pay an hourly rate.
Utilize the expenditure sheet to get
reimbursed for out-of-pocket expenses.
To list each spending, tourist guide will
need to utilize a particular form. There
will also be a separate form for phone
expenses.

3.1.3

CONVINCE SUGGESTION FOR
QUALITY IMPROVEMENT

In this sub topic, there are 3 sections required :
Update information on tourism products
and services
Survey on new places of interest and
products
Conduct field studies and evaluations

Update information on
tourism products and services

Professionals in the travel and tourism sector
require up-to-date, reliable, and relevant
tourism destination information. The majority of
the industry's activities are based on this data. It
is necessary for the creation of trip itineraries
and tour packages and also for the sale of
tourism items to customers to be successful.

Survey on new places of interest and
products

A survey can help you determine
whether you have the correct target
audience and features, whether you're
early in the planning process or just
about to launch your product.

Conduct field studies and

evaluations

In terms of participant or
tourist satisfaction, assess how
effectively your organization or
location is meeting its
objectives. This practice reveals
your strengths and limitations,
allowing you to prepare for
future performance and
programmed.

3.2
PRESENT THE TOUR REPORT

PROFESSIONALLY

Report presentation must have these
followings :

PURPOSE AUDIENCE

Explain the purpose of Typically, trip reports
the trip briefly.
are given to one's
immediate boss or
supervisor.

MODE FORMATTING AND
ELEMENTS OF REPORT
While trip reports can
be written in a variety a) Subject Line
of formats, such as a b) Statement of Purpose
letter, memo, or e- c) Introductory Summary
mail, keep in mind that d) Summary of Action
they are professional e) Provide
documents that should recommendations based
be written in a formal on findings from trip
tone. f) Outcomes
g) Spreadsheet

Elements of Report

Subject Line Statement of Purpose

The destination, purpose, and The first line of the text of your
date of the trip should be report should be your statement
included. of purpose

Introductory Summary Summary of Actions

Depending on the reason for the Explain what you did
travel, the summary can be throughout the tour
separated into sections. The
tourist guide should elaborate on Recommendations based
each component so that the on findings
company has information for a
subsequent trip. It is depend on the report.
Some would ask to give
recommendations based on
findings from the tour.

Outcomes Spreadsheet

Describe about anything that Provide a complete expense list
happened during the tour and as well as photocopied receipts.
what you get from the tour. (Do not draw attention to the
receipts.) Highlighting can
degrade the copy's quality.)

SCAN ME !

Quizzes about Topic 3 Post Tour
Analysis to challenge your mind. Good

luck !

REFERENCES

How to Plan Travel Like a Pro | Booking Flights, Stay, Budgeting. (n.d.).
Www.youtube.com. Retrieved December 17, 2021, from
https://www.youtube.com/watch?v=-r4ZBVPfjAU

How to Plan Your Travel Itinerary | Travel Like a Pro Pt. 2. (n.d.).
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What are package tours, How to organise package tours. (n.d.).
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https://www.acs.edu.au/info/hospitality/tourism/package-tours.aspx

Betterteam. (2019). Tour Guide Job Description. [online] Available at:
https://www.betterteam.com/tour-guide-job-description.

Wikipedia Contributors. (2019, March 2). Airport check-in. Wikipedia;
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https://en.wikipedia.org/wiki/Airport_check-in

‌The Most Important Things to Consider when Organizing Group Trips.
(2018, February 10). We Travel Academy.
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organizing-group-trips-2/

Tourist Safety and Security: Practical Measures for Destinations (English
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Beltis, A. J. (n.d.). How to Respond to Customer Complaints.

Blog.hubspot.com. https://blog.hubspot.com/service/respond-to-

customer-complaints

Ramakrishna Kongalla. (2013, May 22). Tourism Finance Management.
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tourism-finance-mgt

REFERENCES

Langkawi, H. (n.d.). CU11 : Post Tour Reporting – GEO Langkawi.
https://geotrainingstudio.com/2019/08/06/cu11-post-tour-
reporting/

Sha Zabala-Batin. (2015, January 27). Managing Tours.
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(2021). Coursehero.com.

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HANDLING

Tour P
ackage

SYNOPSIS

This eBook is created for the purpose of deeper
knowledge about Handling Tour Package. It contains
3 main topics which are Pre-tour Preparation,
Handling Tour Package and Post Tour Analysis. This
eBook tells how to manage a tour package before,
during, and after the tour package. As a whole, this
eBook provides all the information that can be
referenced by students, lecturers, and employees in
the field of tourism to help the proper tour package
process. Various travel tips can be found in this
eBook and understand how to manage a tour
package.