TOURIST GUIDING TECHNIQUE: THE INTRODUCTION & TOUR COMMENTARY

Tourist Guiding Technique :

The Introduction & Tour
Commentary

Safiza Alfian Yusof
Noorazyla Mohd Nasri
Siti Norhayati Shamsulazam

Tourist Guiding Technique :
The Introduction & Tour
Commentary

COPYRIGHT
Published 2021

Copyright. There are no parts from this publishable book in any
form and with whatsoever electronics, mechanical,
photocopying, recording and so on without getting written
permission from writers and publishers of Polytechnic Sultan
Idris Shah.

Perpustakaan Negara Malaysia
eISBN: 978-967-2860-04-4

Tour Guiding Technique with Augmented Reality
Mode of access : Internet
Published in Malaysia by:
Politeknik Sultan Idris Shah
Sungai Lang, 45100
Sungai Air Tawar
No. Tel : 03 3280 6200
No. Fax : 03 3280 6400
Laman web : http://www.psis.edu.my

Writer :
Safiza Alfian Yusof
Noorazyla Mohd Nasri
Siti Norhayati Shamsulazam

Preface

Throughout the teaching experience of more than 10 years in
tourism management course, we take the opportunity to prepare the
content of this book, to expose students as well as the readers with the
basic knowledge of Tourist Guiding Technique: The Introduction and Tour
Commentary. It is a compilation of notes from us which is being organized
accordingly as for the students’ reference in class and also for other
interested readers.

As educators, we believe that the writing of this book will assist the
students and other readers in gaining the essential knowledge in enhancing
oneself to be a good tourism personnel focusing in tourist guiding with the
required skills, knowledge and attitude in the industry. Each topic of the
book are specifically prepared and written in an easy way for the readers to
grasp the knowledge from the book.

This book is made possible through the support of many individuals and we
are truly grateful for their input. Thanking our superior, colleagues and
students whom encouraged us, taught us, provided us with the experience,
supported us, and made us stronger each day. Finally, we would also like to
thank our families who inspired us towards the journey of completing the
book.

Do enjoy reading and exploring the book…

Safiza Alfian Yusof
Noorazyla Mohd Nasri
Siti Norhayati Shamsulazam

Abstract

Tourist Guiding Technique: The Introduction and Tour Commentary is an e-
book suitable for use by students or any individual who is new to the tourist
guiding career. This e-book contains information, knowledge and
descriptions related to basic skills that need to be understood before
becoming a tourist guide. The first content of this e-book focuses on the
introduction in becoming a tourist guide which includes eight parts, namely
definition of tourist guide, types of tourist guide, the role and responsibility
of tourist guide, tourist guide code of ethics, tourist guide professional
attitude, tourist guide standard dress form and workplace grooming and
hygiene. Meanwhile, the second content of this e-book focuses on tour
commentary which includes five parts, namely preparing tour commentary,
technique for making commentary, information on relevant topic, preparing
storyline & complete commentary script and respond professionally to
tourist complain & concern. This e-book is also complete with simple
exercises and video tutorials that will help the readers understand more
easily related to tour commentary.

Safiza Alfian Yusof
Noorazyla Mohd Nasri
Siti Norhayati Shamsulazam

CONTENT PART

CONTENT 1 : INTRODUCTION TO TOURIST GUIDE

Part 1 Definition of tourist guide
Part 2 Types of tourist guide
Part 3 The role and responsibility of tourist guide
Part 4 Types of assignment for tourist guide
Part 5 Tourist guide code of ethics
Part 6 Tourist guide professional attitude
Part 7 Tourist guide standard dress form
Part 8 Workplace grooming & hygiene

CONTENT 2 : TOUR COMMENTARY

Part 1 Prepare Tour Commentary
Part 2 Technique For Making Commentary
Part 3 Information On Relevant Topic
Part 4 Prepare Storyline & Complete Commentary Script
Part 5 Respond Professionally To Tourist Complain & Concern

CONTENT1:

INTRODUCTION TO

TOURIST GUIDE

PART 1: TYPES OF TOURIST GUIDE

Tourist Guide: A person who guides visitors in the language of their choice and
interprets the cultural and natural heritage of an area which person normally
possesses an area-specific qualification usually issued and/or recognized by the
appropriate authority. A person employed to show tourists around places of
interest.
Tourist guide means a person who
provides services to tourist or any other
persons in the form of guiding them on
tours or assists them with remuneration. A
tourist guide is a person who has acquired
a tour guide certificate and is assigned by
a travel agency to escort tourist on their
travels, providing them with commentary
and guiding service as well as other travel
services

PART 2: TYPES OF TOURIST GUIDE

Licensed Tourist guide means a person who is licensed under sub-section 24(1) of
the Licensing and Control of Tourist Guide Regulations 1992 to serve as a tourist
guide under the Ministry of Tourism, Arts & Cultural (MOTAC).

All tourist guide will be the member of Malaysia Tourist Guide Council (MTGC)

CITY TOURIST REGIONAL LOCAL NATURE
GUIDE (BLUE SPECIFIC TOURIST
TOURIST GUIDE
BADGE) (SABAH & GUIDE (GREEN
SARAWAK) BADGE)

TYPES OF
TOURIST
GUIDE

ON-SITE GUIDE

Figure 1.1: Types of Tourist Guide

City Tourist Guide Blue Badge

City tourist guides can guide tourist in cities throughout
Malaysia. CTG must attend and pass the Basic Tourist Guide
Course to obtain a CTG license. The duration of the course is
500 hours (4-6 months) and it is conducted by tourism
training institutions registered with MOTAC. The color of the
license is blue

Green Badge Local Nature Tourist Guide

Local nature tourist guides can guide tourist only within the
natural areas they selected when they registered to obtain
their license. LNTG must attend and pass the LNTG Course to
obtain a local nature tourist guide license. The duration of the
course is 17 days in a months and is conducted by the
Department of Wildlife and national Parks but still under the
supervision of MOTAC. The color of the license is green.

Regional Specific Tourist Guide / RSTG Gold Badge

Regional Specific Tourist Guide (RSTG) can only carry on
guiding in Sabah or Sarawak. Any tourist guide that already
owned blue badge or green badge can enrolled on migration
course to get the RSTG in Sabah or Sarawak. The duration of
migration course for blue badge holder is 1 week and for
green badge is 3 weeks. The RSTG can also be owned
directly by enrolling in RSTG course at Sabah or Sarawak

GETTING THE LICENSE

1. Candidate need to contact with any tourism training institution that
offered Basic Tourist Guide Course, Malaysian Skill Certificate (SKM)
Level 3.

2. Attend and pass the Basic Tourist Guide Course.

3. Pass the written and practical examinations conducted by the Ministry
of Tourism and Culture Malaysia.

4. There will be 2 type of practical examination. The first one is on site and
on coach. Second practical examination will be on the class. Where by a
slide of picture on tourism product will be display, candidate need to
present it according to the picture by using the language that candidate
choose for the license.

5. Results will be released 30 working days after the examinations.

6. Candidates who have passed the Basic Tourist Guide Course will receive
a letter and certificate from the Ministry of Tourism and Culture
Malaysia and a Malaysian Skill Certificate from the Department of Skills
Development through their tourism training institutions. These
candidates are required to sit for the We Are The Host (WATH) Course
conducted by the tourism training institutions or the Tourist Guide
Association of Malaysia.

7. Successful candidates must submit the required documents to the
Licensing Division of the Ministry of Tourism and Culture Malaysia
within 3 months of obtaining the Basic Tourist Guide Course Certificate
from the Ministry of Tourism and Culture Malaysia.

8. In order to obtain a Permanent Tourist Guide License, tourist guides
must sit for the Tourist Guide Confirmation Course within the 2-year
probation period and acquire 3 Continuous Tourism Related Education
(CTRE) certificates

THE PROCESS TO RENEW LICENSE

1. To renew the Tourist Guide License, tourist guide must undergo 3
course of Continuing Tourism Related Education (CTRE) to renew
the license for 1 year.

2. For 2 years renew process, the tour guide requires 6 CTRE.

3. Applications for renewal must be made online through
www.spip.gov.my.

4. Tour guide need to enroll themselves in any tourist guide
association in order to complete the renewal process.

5. Tour guide also need to list work that had been done for the
current year.

6. Application for renewal of license must be submitted to Tourism
Commissioner for a period of at least three twenty (30) days, but
not more than sixty (60) days before the validity period of the
license expires.

On-Site Guide

On-site guide can only carry guiding on specific small site, area or building such as in
museum or gallery. There’s no official or special license for on-site guide but before
becoming the guide the person must attend special course given by the organization
about the site that will focus on product or services available.

PART 3: THE ROLE & RESPONSIBILITY OF TOURIST GUIDE

The important role played for the development of
tourism is of Tour Guide. The responsibilities and
tasks of the job of the tour guide are challenging.
The job of the tour guide is to help the tourists and
guide them through the various tourist places and
other places of interest located in and around the
area. The job also requires the tour guide to know
about the historical importance and other
interesting aspects of the tourist spots so as to tell
the tourists.

Familiarizing yourself with the layout and
history of the region or establishment in
which you will be working. Familiarizing
customers with each region or
establishment. Knowing the important
historic events associated with the tourist
spots.

PART 4: TYPE OF ASSIGNMENT/DUTIES FOR
TOURIST GUIDE

1. Greeting and welcoming customers to the tour.
2. Informing customers about the itinerary for each tour.
3. Planning and charting the touring timing and venues of interesting tourist places.
4. Planning itineraries in accordance with weather forecasts and the length of each

tour.
5. Scheduling visits and purchasing tickets to museums, galleries, protected parks,

and other attractions ahead of time, if required.
6. Planning alternate activities in the event that cancellations, closures, or weather

prohibit you from attending scheduled events.
7. Gathering and maintaining the requisite equipment for each tour.
8. Accompanying the tourists to the tourist spots and guiding them in their touring.
9. Conveying and informing the tourists about the information on the tourist places.
10. Arranging any kind of transportation services to and from the tourist places, if

needed.
11. Maintaining the route plan of the tourist areas.
12. Helping and coordinating between the tourists during the touring of the places.
13. Taking care of the medical and food needs of the tourists.
14. Protecting the tourists in all aspects during the period of touring.
15. Directing customers to other, non-competing services that might be of interest to

them.

PART 5: TOURIST GUIDE CODE OF ETHICS

THE 10 COMMANDMENT

Tourist guide….
• Shall always be well groomed or courteous, honest, trustworthy.
• Shall not used abusive language or involve in any fighting
• Shall not criticize fellow guides/company/Government Policies
• Shall always maintain good image of Malaysia
• Shall always safe guide his/her reputation
• Shall always maintain cooperation or friendly with other fellow guides, tour leader

or guests.
• Shall always understand tourist’s needs
• To ensure safety of tourist
• Shall not leave tourists unattended
• Shall always update or kept abreast with the latest/current information e.g CTRE

(Continuous Tourism Related Education)

The Do’s & Don'ts

for Tourist Guide

Do’s for Tourist Guide…

• Wear your authorization card prominently when conducting tours – Sec.26
(1)(a) Tourism Industry Act 1992.

• Punctuality.
• Always update your general and product knowledge especially on the

country’s history, culture national developments and Government policies.
• Always look after the welfare of the tourists, especially those who fall sick or

involved in accidents. Knowledge of first aid procedures are very important .
• Strive to contribute and provide excellent service to tourists without any racial

or sex discrimination. Always try to understand the behaviors and demands of
the tourists under your care.

•

Do’s for Tourist Guide… (Continue)

• Fulfilled whatever promise you have made. If it cannot be done explain to them clearly
and politely.

• Always dressed smartly when on duty – Sec. 0 schedule 5 of the Tourism Industry Act
(Licensing and Control of Tourist Guides) Regulations 1992.

• Be courteous and polite always.
• Be sincere and trustworthy. Carry out your work with utmost dedication and never

involve yourself in shady dealings that can tarnish your professional image and
country.
• Always smile and the whole world will smile at you
• A tourist guide should possess excellent PR values.
• Refrain from condemning your colleagues or fellow tourist guides, private
organizations, shopping establishments, restaurants and the Governments.
• Every tourist guide should strive to protect the standard and reputation of your
profession through having close rapport and co-operation among your fellow tourist
guides within and of the country.
• Every tourist guide can only use the language in which they are qualified in.
• Report to the commissioner of Tourism of the Ministry of Tourism together with a
certified true copy of the police report and 3 copies of your photographs (passport
size) if you have lost your authorization card. A replacement fee of RM20 – RM 100 will
be charged in this case.

•

•

Don'ts for Tourist Guide…

 Don’t be late on assignment/tours.
 Don’t behave aggressively or be abusive towards your tourists.
 Don’t solicit or receive commissions, tips or favors with the purpose of bringing the

tourists or any other persons for shopping in any establishments. This is covered under
Sec. 12 (1) of the Licensing and Control of Tourist Guides Regulation 1992. Likewise any
persons, company, firm, associations or group of persons should not pay any gratifications
or commissions to any Licensed Tourist Guides as a form of rewards or incentives for
bringing any tourists or persons to any establishments for the purpose of shopping. This is
covered under Sec. 12 (2) of the said regulations. The penalty for contravening any of the
above is a fine of not more than RM5,000 or not more than 3 year imprisonment or to
both.
 21 (1) of the said Act. The penalty for contravening the above is a fine of not more than
RM7,000 or imprisonment not exceeding 2 years or to both and in the case of continuing
offence, shall in addition, be liable to a daily fine not exceeding RM500.
 Don’t be emotional or fell in love with a tourist when on duty.
 Don’t act as a Tourist Guide when your authorization card has been temporarily
withdrawn or suspended, Sec. 29 (1) and (2) of the Tourism Industry Act 1992.
 Any Tourist Guide whose license and authorization card has been suspended or revokes
shall return them to the Commissioner of Tourism within 14 days from the date on which
the notice is served on him, Sec.
 Don’t wear sloppy or T-shirts without collars, Jeans, Sport’s shoes or body revealing
clothes when on duty.
 Don’t engage in brawls or quarrels.
 Don’t over socialize or get drunk.
 Don’t favor anybody if there is a quarrel or dispute among your tourist – but be neutral,
tactful and try to settle matters amicably.
 Don’t do anything that can create a scandal, e.g. having affairs with your tourists.
 Don’t leave your group or tourists at anytime during and while on tour.

PART 6: TOURIST GUIDE PROFESSIONAL ATTITUDE

• responsible • care others • • humble • flexible
when given a • •
task • sincere • can be trusted persevere even • sensitive to
• in tough times other’s
• self-directed • considers punctual • needs
differences value time
• values don’t easily • A story-teller
give up
resources • hardworking • considers • Selfless
• generous • humor able to handle other’s feelings
• have a high difficult Positive aura
situations and well-being •

level of self- • open to • Great sense of
esteem urgency
suggestions

and other’s

opinion

PART 7: TOURIST GUIDE STANDARD DRESS FORM
(AMENDMENT 1997)

MALE TOURIST GUIDE

• Baju Melayu with songkok;
• Long or short-sleeved batik shirt worn with plain pants;
• Long or short-sleeved shirt worn with a neck tie or bow-

tie and plain pants;
• Collared T-shirt worn with plain pants or Bermuda shorts

for adventure-type tours only; or
• Uniforms that meet with the above guidelines supplied by

any licensed Tour Company

FEMALE TOURIST GUIDES

 Baju kebaya/ kurung (batik or non batik);
 Blouse with sleeves (no low-cut) worn with midi/maxi or plain

pants;
 Collared T-shirt worn with plain pants or Bermuda shorts for

adventure-type tours only; or
 Uniforms that meet with the above guidelines supplied by any

licensed Tour Company.
 Male and female guides must wear proper shoes the matches

their attire.
 Accessories may be worn where necessary and hair must be

properly groomed.
 Male and female guides must wear proper shoes the matches

their attire.

PART 8: WORKPLACE GROOMING & HYGIENE

• Tourist guide must adhere to dress standards to
ensure that; staff is always neat and tidy.

• Keep hair neat and clean, always from the eyes.
• Make up light and in moderation
• Jewelry-wedding ring, watch should be small

and moderate.
• Keep yourself tidy, uniform spotless and

immaculately clean at all times. Wear you name
tag at all times while on duty.
• Bathe daily and use deodorant.
• Keep your hands clean and nails short and trimmed.
• Check your appearance several times during the day, if you need to fix your hair or
your uniform, do it out of sight of the guest.
• Wear uniform correctly. Button up all buttons.
• Change uniform if it is stained, crumpled, dirty or smelly.
• Black shoes and socks should be worn with the uniform.
• Wash and cut hair regularly. Men’s hair should not cover collar or the ear. Comb or
brush it well.

GOOD TOUR GUIDE VS GREAT TOUR GUIDE

On starting the tour:

A good tour guide will introduce himself, welcome
you, and give you an introduction of what to
expect on the tour.

A great tour guide will also take the time to get to
know you –where you’re from, why you’re visiting,
your interests –and if there are others on the tour,
he will introduce everyone on the tour to each
other. The best guide will spend the journey by
introducing everyone during the tour to each
other. It could be during the car ride, over
lunch/drinks, or as you walk from site to site.

GOOD TOUR GUIDE VS GREAT TOUR GUIDE

On time management:

A good tour guide will not only be on time,
but he will manage the time so you know
how long you will be at one spot, what time
you’re expected to return, and will ensure
you’re back on time.

A great tour guide is aware of the time and
flexible with your inconsistent schedule.
Great tour guides never rush you as they are on
your schedule. Great tour guides may even get so
excited about an attraction that the tour goes
long (with your permission) as a result!

GOOD TOUR GUIDE VS GREAT TOUR GUIDE

On “local” knowledge:

A good tour guide is familiar with the city and/or
country on the tour. A great tour guide has traveled
outside the country and potentially around the
world.

A great tour guide can tell you what makes this
place so unique and special compared to other
countries and cultures. A great tour guide is
passionate about traveling, under-stands why you
travel, and understands what it’s like to be on
vacation and will do everything in his power to
ensure you’re having the best trip ever.

GOOD TOUR GUIDE VS GREAT TOUR GUIDE

On wrapping up:

A good tour guide will conclude the tour with
closing remarks, thank you for coming on the trip,
and gently remind you about tips for the driver, of
course (a good tour guide won’t pressure you into
tipping him personally).

A great tour guide will thank you for your visit and
welcome you back. He may offer
recommendations for other activities you should
consider during your visit. He may invite you to
dinner or to some other “local” event going on
during your stay. The best guides will eagerly loved
to show you around so much, they’ll even offer to
treat you. He’ll never ask for tips, but you’ll want to
leave one and recommend him to all your friends
and family!

CONTENT 2:

TOUR COMMENTARY

PART 1: PREPARE TOUR COMMENTARY

• Commentary is an expression of opinions or offering of explanations about an event or
situation.

• A descriptive spoken account (especially on a broadcast) of an event or performance as
it happens.

• A set of explanatory or critical notes on a text.
• … therefore, in the tourist guiding world, commentary means giving information

verbally to the tourist during tour activities.

• Tourist guide need to prepare the tour commentary storyline & script.
• Do research on tour group background. It is important for capturing the focus and

controlling the tourist.
• Do research on tour itinerary. Gather all information needed for commentary.
• Know & practice the technique in giving commentary
• Brush-up your communication & public speaking presentation & appearance
• Prepare & test all equipment involve for giving tour commentary (make sure you know

how to use it).

PART 2: TECHNIQUE FOR MAKING COMMENTARY
RELEVANT & INTERESTING

 Apply good communication skills with great intonations that includes proper body
language.

 Promote your country - A good tour commentary must promote your country as a
top holiday destination. As a tour guide, you are your country’s Ambassador.
Recommend places that are not on the itinerary that is unique and localized
attractions. You also introduce historical monuments, culture and heritage sites. Aim
to create a memorable experience for travellers.

 Educational But Not Boring - Another component of a good tour commentary is that it
should provide an opportunity for tourists to learn valuable history, culture and
lifestyle of your country. A good commentary will make visitors feel as if they see the
historical events from his own eyes. Tour guides can ask tourists to imagine what was
happening in the past and provide photos as visual aids. You can also ask travellers to
compare what occurred in the past to present day activities.

 Informative But Not Overwhelming - A good tour commentary should provide much
relevant information. Tour guides can help tourists to absorb the information by
asking questions after you deliver the commentary. It helps travellers to internalize
the information. Tour guides can also provide a summary of what you have
commentated as it contributes to creating an impact.

 Good Stories - Storytelling is an important part of a good tour commentary. A tour guide’s
job is to communicate information and provide details of the place to travellers. However,
the above is more of narration or addressing a group. A good tour commentary is filled
with good stories. Stories can include key events which have taken places in the area,
myths, legends or even personal stories and real-life experiences.

 Face the crowd, not what you’re talking about -
Tour guides often get so wrapped up in their
subject they forget to face the people they are
addressing. One secret to avoid this is to
“deputize” somebody in the crowd to interrupt
you if they can’t hear you.

 Be personal - No matter how much we love
buildings, it’s a fact that people connect with
people. So it’s good to have a few personal tales
ready, even if they’re just about past tours you've
done. You’ll build a more personal connection to
your group and create a memorable tour.

 Get moving right away - Tours often get bogged down before they ever begin with tour
guides doing the “big wind-up”―introductions, setting the theme, providing context,
etc. Plan to scrap 90% of it.

 Don’t worry about being perfect - People don’t expect you to be perfect. Set the stage
for human imperfection by acknowledging that people who may know more than you
should speak up and share their knowledge with the group. The more interactive the
tour is, the better!

 Get help to get organized - Try to get a volunteer to check people in so you can chat
with tour goers. People give tours for many reasons, but a big one is to meet new
people, and the time before the tour is a great chance to get to know your group.

 End on time. (Or try very hard to.) - Try like
crazy to end on time. Nobody wants to feel
like they are in tour jail. Tours on paper always
seem too short and on the ground are always
too long. Two hours is the absolute
maximum. An hour to an hour and a half is
better.

 Limit your number of speakers - It’s hard to
talk for just five minutes, so when you have
multiple guides talking about different subject
areas, it’s easy to lose track of time. Avoid it if
you can, but, if you do have several different
guides with you, designate one as the lead
guide and the others as experts in a specific
area.

QUICK TIPS FOR A GREAT
TOUR COMMENTARY
SESSION

Tip #1: Do your research
Tip #2: Know your audience
Tip #3: Rehearse what you going to say.
Tip #4: Introduce yourself in an interesting way.
Tip #5: Give a brief overview of the tour route
Tip #6: Avoid talking while you’re walking.
Tip #7: Make sure everyone can hear you.
Tip #8: Show your sense of humor, but don’t be too corny.
Tip #9: Use questions to keep the group engaged.
Tip #10: Give your guests a chance to ask questions

PART 3: OBTAIN INFORMATION ON
RELEVENT TOPICS

 Location of visit; the distance from each stop over, emergency center.
 The weather forecast during the visits.
 Places of interest or attraction.
 Tickets or special entry document involve.
 Souvenir shop and eatery spot.
 Suitable or advisable type of clothing.
 The cultural and religion covered.
 The law and regulation involved.
 The factual info on places
 The formal & informal story of places

PART 4: PREPARE STORYLINE &
COMPLETE COMMENTARY
SCRIPT

MAIN COMPONENT IN COMMENTARY STORY LINE

 Group Information / Background
a. Name of tour leader
b. Tourist origin
c. Number of tourist
d. Age, race and gender
e. Location / sites

 Introduction (Welcoming the tourist)
a. Greet the tourist
b. Introduction on your self, your badge number and the agency that you
represent
c. Gives basic information regarding Malaysia: Races, Religion, spoken
language, weather, law & regulation, popular food, time ect.
d. Explain on the main tour itinerary.

 Introduction for the session (Repeated for each different places)
a. Greet the tourist
b. Brief about the session itinerary
c. The time & duration involve
d. Brief about all needed topics such as weather, clothing, tools and
equipment needed, regulations etc.

 Main commentary (Repeated for each different places)
a. History, legends, story, factual facts
b. Places of interest or hot spot: area, buildings, monuments, activity.
c. Don’t forget to give your tourist the chances to respond by having short
Q&A session

 Closing the commentary (by the session)
a. Recap on the visited places
b. Do some experience sharing (if time permitted)
c. Brief of next day tour itinerary program. Remind on time and punctuality
d. Say thank you and goodbye.

 Closing the commentary (sending off the tourist)
a. Greet the tourist
b. Remind the tourist on important things such as luggage, travelling
documents and departing time.
c. Ask the tourist to fill in the feedback form
d. Appreciate the tourist for choosing Malaysia as tourism destinations.
e. Wish the tourist safe journey and say goodbye.

 Positioning of Tourist and Tour Guide
a. Look for the best view to observe sights
b. Safety
c. Under shade/ roof to avoid direct sunlight or rain
d. No trouble to other groups
e. Not being noisy
f. Suitable distance to the object
g. Tour guide should standing 45 degree against the object.
h. Tourist should stand semi circle. Block the area , so that the others cannot
walk thru.

Tour Guide stand
45 degree against
the object

Tourist stand in
semi circle
position.

COMMENTARY SCRIPT FORMAT

GROUP INFORMATION / BACKGROUND

Tour Leader:
Tourist Origin:
Number of Tourist:
Age, Race & Gender:
Location / Sites

LOCATION/ COMMENTARY NOTES
SITE

In Coach INTRODUCTION: (WELCOMING GUEST)
Assalamualaikum & a very good morning to all. Welcome to
Malaysia. My name is Safiza Alfian Yusof. My license number is
10207. I will be your tourist guide in Malaysia….

In Coach INTRODUCTION: (FOR THE SESSION)
Assalamualaikum & good morning to all. How was your sleep?
I hope that you had rested well. First of all let me brief you on
the tour itinerary program that we going to experience
today….

Entrance of MAIN COMMENTARY: (REPEATED FOR EACH DIFFERENT Find shady
Muzium PLACES) area.
Negara Ladies and gentlemen, we had arrived at Muzium Negara…. Fill in guest
form if
required.

In Coach CLOSING: (BY THE SESSION)
Well done ladies & gentlemen. We had finished our itinerary
program for today. I hope all of you had enjoyed the session….

In Coach CLOSING: (SENDING OFF THE TOURIST)
Hello all.. Finally all of you had reached your final day touring
here in Malaysia. I hope all of you had experienced the best
that Malaysia can give you as a tourist destination. Before we
departing to the airport please kindly check again all your
bags & document needed for departing back to your
country…

PART 5: RESPOND PROFESSIONALLY TO
TOURIST COMPLAIN

• Listen to tourist’s experience entirely.
• Apologize if needed
• Focus on the solution
• Don’t rush the tourist.
• Find complains before they find you
• Make a report on tourist’s complain for agency further action or documentation.

Customer/Tourist complaints are timeless. No matter the size, nature, or success of
your duty, you’ll always have at least a small percentage of people who aren’t
happy with what you do. The idea that you can’t please everyone is as true today as
it was a century ago.

Get ready for discussion questions and
commentary practical test….

DISCUSSION QUESTIONS

1. What is your understanding of the term "tourist guide"?
2. What different types of tourist guides are there?
3. Describes the functions and responsibilities of a tourist guide.
4. What are the different types of tourist guide assignments?
5. What is the code of ethics for tour guides?
6. What do you think of the professional attitude of a tour guides?
7. Grooming and basic hygiene practices are essential for any tourist guides
because they will represent the initial impression from the tourist's
perspective. Discuss FIVE workplace grooming and hygiene practices that a
tourist guide should follow.

COMMENTARY PRACTICAL TEST

1. Prepare a script for a commentary on the following topic.
A. Commentary on one of Malaysia famous food, fruit or traditional
craft product. The script needs to consist all main section as below:
 Introduction (Welcoming the tourist)
 Main commentary on one of Malaysia famous food, fruit or
traditional craft product.
 Closing the commentary (by the session)
B. Commentary on one of tourism destination in Malaysia. The script
needs to consist all main section as below:
 Introduction for the session
 Main commentary on one of tourism destination in Malaysia.
 Closing the commentary (Sending off the tourist)

2. Create a complete 1 Day Tour Itinerary (Tourist Guide Copy) in Malaysia.
The tour itinerary must meet all of the following requirements:
 Consist of all the introduction information: title, name of travel
agent, name of tourist guide, date of tour, group’s info, special
indicator info, types of transportation and lists of destinations.
 Day and date arrangement
 Time and duration arrangement
 Places/destination arrangement
 Activity arrangement
 Remarks arrangement

COMMENTARY PRACTICAL TEST (Continue…)

3. Prepare a separate commentary script for each situation, as shown
below:
 Welcoming the tourist at the airport
 Introduction of Malaysia and the destination involve in the tour
itinerary in the coach
 Main commentary for each destination at the location itself.
 Safety briefing before starting any activity at the location itself.
 Closing commentary at the end of the completed tour at suitable
location.

4. Create a commentary based on the above-mentioned scripts. The tour
itinerary must meet all of the following requirements:
 Able to perform good communication skill.
 Able to perform effective presentation of commentary/briefing
techniques
 Able to give knowledge and understanding during
commentary/briefing.
 Able to comply with proper appearance, grooming and equipment
handling

COMMENTARY PRACTICAL TEST (Continue…)

5. Prepare a script for a commentary for the visit to Kuala Lumpur activities.
The script needs to consist of all main sections as below:
 Introduction (Welcoming the tourist)
 Main commentary on one of Malaysia famous spot for tourism:
1. Islamic Arts Museum
2. National Museum
3. KLIA
 Closing the commentary (by the session)

6. Create a commentary based on the above-mentioned scripts. The tour
itinerary must meet all of the following requirements:
 Able to perform good communication skill.
 Able to perform effective presentation of commentary/briefing
techniques
 Able to give knowledge and understanding during
commentary/briefing.
 Able to comply with proper appearance, grooming and equipment
handling

Tutorial Technique For Making Commentary:

1. https://www.youtube.com/watch?v=2pEVS1SG3l4
2. https://youtu.be/lj9oRjGw3mo
3. https://www.youtube.com/watch?v=2pEVS1SG3l4
4. https://youtu.be/TqgksYbZMSM

EXAMPLE OF COMMENTARY SCRIPT

COMMENTARY SCRIPT

GROUP INFORMATION / BACKGROUND

Tour Leader: Miss Afrina

Tourist Origin: Selangor, Malaysia

Number of Tourist: 20 persons

Age, Race, 20-30 years old, Malay, all Muslim, Males and Females.

Religion & Gender

Location / Sites Pulau Pinang

LOCATION/SITES COMMENTARY

Airport (arrival) INTRODUCTION (WELCOMING TOURIST)

Assalamualaikum and a very good morning to all of you! My name is
Nurazreen Shahilla but you can call me Miss Illa. Not forget to mention,
my license number is F1018. Before we start, I happily to say to all of
you, welcome to Pulau Pinang! Have you been here before? No? Great
because we are going to explore the uniqueness in here. By the way,
how are you guys feeling today? I hope all of you are in a good health
condition. Before we start our visits today, here just some friendly
reminder for you. Firstly, make sure you wear a proper attire according
to our purpose today. Next, if you ever feel unwell, please do inform
me immediately. Also, be aware with your safety surrounding and do
take care of each other, alright? But, worry less everyone because I am
and will take care each and everyone here okay? Last but not least,
keep being close with me and synchronize your time with mine because
we don’t want to miss even a second of our exciting visit today! Any
problem with all the instruction given? No? That’s good. So we can
start our journey now. Let’s go.

In Coach INTRODUCTION (FOR THE SESSION)

Hi, everyone! How are you guys feeling now? Better? Alright, that’s
great. So now we are heading to Penang War Museum. Do all of you
know where are this museum located? No? Okay let me tell you some
of the history about it. Well, Penang War Museum located at Batu
Maung Hill, south east of Pulau Pinang. Was built by the British’s to
protect the island from the invasion of enemies. Sounds cool, right?
Yes, we will arrive at our stop in 10 minutes.

Penang MAIN COMMENTARY
War
Everyone, we have arrived at the Penang War Museum. So, this is the
Museum place that we are going to explore today. Are you guys ready for it?
Yes?? That sounds so exciting! Great! Before that, just some tips to
enter here. Dress in light, cool clothing, wear comfy shoes, put on a
dull colored hat and be armed with a pair of binoculars, insect repellent,
notebook and pen. All set? Great. Do you know what happened back
then in here? Well, here is the story. The Penang War Museum is
reputed to be the largest war museum in South East Asia. Strategically
located on top of the Batu Maung Hill on the south-east of the island,
the Penang War Museum was initially a military fortress designed by
the British in the 1930s. The 20acres military fortress has a magnificent
view of the sea around the island to defend the Straits of Malacca from
Japanese attack coming from the South channel. The Penang War
Museum was restored as a memorial to its dark days and opened to the
public in 2002. Interesting fact: the museum houses historical artefacts
such as cannons and even features underground military tunnels and
ammunition bunkers which are located 9 meters underground. Some of
these tunnels lead all the way to the sea as they once served as access
routes to get to submarines. Navigating through these passageways
sometimes forces one to walk or even crawl through very narrow,
confined spaces, It’s houses a cannon-firing bay anti-aircraft firing
pits, sleeping

Penang quarters for soldiers, cookhouse, lockup and a command center.
War This
unfortunately it was lost to the invading Japanese during World War II
Museum in 1942. In history, the British had anticipated an attack from the sea
but the Japanese army approached the fortress by land instead, after
pressuring the Thai government to allow the passage of Japanese troops
to invade British- held Malaya. When the Japanese took over this
fortress, it was used as a site to detain prisoners of war. During that
time, the Chinese community in Penang lived in constant fear of being
targeted victims by the Japanese. The Japanese often detained and
interrogate students from local Chinese schools, Chinese community
leaders and others. Many untold atrocities were carried out here. We try
to preserve our wartime heritage so that our people get to explore and
discover what it was like during the World War
II. Let the history alive at Penang War Museum. Alright, now it’s your
time to explore the historical in the museum. Have fun and be safe,
everyone.
CLOSING COMMENTARY (FOR THE SESSION)

How do you guys feeling after getting inside? Goosebumps? That’s
normal but don’t worry, it means that you are really enjoy the vibes of
the war back then. For now, we are already at the end of time of our
visit in Penang War Museum. I hope that each of you learn something
and gain new knowledge from our visit today. Stay calm and recharge
yourself. Do inform me if you are already feel tired so that we can have
some time. Alright everyone, now we will move on to our next
destination. Please be ready and make sure that you are still excited for
next visits! Let’s go, everyone!

Made in INTRODUCTION (WELCOMING TOURIST)
Penang
Interactive Hello good morning everyone. My name is Nureen Syaiba and my
Museum license number is F1997. So I will be your tourist guide for our next
destination which is Made in Penang Interactive Museum. If you have
any questions regarding our tour today or about the destination, please
ask me. We will get to the museum in just few minutes. So I want all of
you to remain seated until we reach to our destination.

Made in MAIN COMMENTARY
Penang
Interactive Ladies and gentlemen, we had arrived at Made in Penang Interactive
Museum Museum. Before we continue our visit here, I want to remind you guys
to stay in the group. If you want to go to the toilet, please let me know
first and the most importantly please take care of your personal
belongings such as cell phone, camera, wallet or purse. If the items lost,
we will not be responsible. Okay guys, don’t forget this is my number
(018 387 8417). If anything happens, call me. And lastly be reminded
this tour should be end at 1pm and our gathering place is here at 1pm.
Okay, without wasting our time, let’s go to the ticket counter.

Okay everyone already has tickets? Okay good. Before that for
everyone knowledge, this museum was opened to the public on
November 1, 2013 and actually this museum is a 3D museum similar to
The Art Trick Museum located at Georgetown Penang and it is housed in
an old double-storey building that has been renovated. If you see this
museum is not like the other museums because there are features and
textures of old buildings that are suitable to be used as museums.

So now we are on the first level called as Diorama Gallery which is the
starting level of many mural paintings about the history of Penang. So
first, we go to this behind entrance ticket counter. This is the interesting
area. As

you can see, this square black code you guys can scan your QR Code
ticket
on the screen then it will appear 3D model of your ticket image. SO you

guys can have a try before we go to the next area.

Next, this area there is murals and miniature of Penang. As you can see
at the murals produced are about the lifestyle of the community in
Penang such as food, tradition, street life and others. Then, if you all see
in front of you there are stories and figures which brings you back to
how Penang looks like back on 60s. So you guys can take pictures here
first. Then after that I will bring you guys to the upstairs.

Made in Now we are at second level. As you can see at this level, there are many
Penang more murals of 3D image that you can take creative picture later. So I
Interactive will give you a time to explore and take pictures also I just want to
Museum remind, we only have 30 minutes left so spend your time well before we
gathered back next to the ticket counter at 1pm.
CLOSING COMMENTARY

Well done ladies and gentlemen. Finally, we have reached our final
touring at this Made in Penang Interactive Museum. I hope you all had a
wonderful experience here and have also taken some creative photos.
Before we departing to the next place, please check your belonging and
make sure nothing is left behind or dropped. Thank you so much
everyone. Let’s go to the bus now.

Kek Lok Si Temple INTRODUCTION (WELCOMING TOURIST)

Hello, good evening everyone. First of all, let me introduce myself. My
name is Nik Aida and my ID number is 1006. So today, I will be your
tourist guide at Kek Lok Si Temple. If you have any question regarding
this place, please do not hesitate to ask me. Basically this is just short
trip for us. I will be guiding starts from here until we finished our trip at
Kek Lok Si Temple.