Tour Leader Training Module 4:

Smokey Tour Operations Procedure

SMOKEY TOURS OPERATION

•Booking• Field Operations

Booking

•Reservations: Manual / Online• Payment: Advance payment/ on the spot•Assigning of tour leaders

Booking FAQS

•Can I just turn up for a tour in advance?•How and when should I pay for the tours?

Field Operations

• Pre Tour• Tour Proper• Crisis Management• Post Tour

Field Operations: Pre-Tour • This consist of all preparations necessary prior to the

execution of the tour. As a tour leaders it is important to make necessary preparations for the tour.

Check the weather forecast and recent news and events

Check the equipment needed (mask, raincoats, umbrella, rain boots, bike, etc.)

Check the inclusions of the tourReview the notes and update necessary information

Field Operations: Tour Proper• This stage is the second stage of the cycle. It

starts with the arrival of the tourist and ends with its departure. It is important to deliver this stage as smoothly as possible.

Be at the meeting point on time (at least 15 minutes before the tour starts)

While waiting for the group to be complete, establish rapport to your clients.

Deliver commentaries.

In delivering commentaries…• Required Commentaries• Introduction Spiel• Providing tickets and explaining the waiver of

liability• Bird’s eye-view• Designated stops and point of interest• Closing Spiel

• Informative Commentaries• Requested Commentaries• Optional Commentaries

Waiver of Liability

•What does it say?•How important it is?

Crisis Management

• This stage involves the proper handling of any and all extraordinary management situations that may arise outside the ordinary.

Post-Tour• These are all activities necessary to close the

tour file. Activities such as:LiquidationFeedback formsReport about complaints and commendationsRemittance of tour collectionsOverall tour evaluations

Creating a Commentary• In giving the commentary, it is important to make

it accurate and relevant. Therefor it is important to source information and data carefully.

Primary DataSecondary DataTechnical DataCurrent EventsTrivia

Commentary Sequence

• Introduction•Body of commentary•Reaction to commentary•Recap the commentary•Reminders• Thank you/ Goodbye

Do’s and Don’t in Tour Guiding• Avoid guesswork and propaganda• Avoid memorizing commentaries• Be honest and sincere• Be positive and patriotic• Be sensitive in the operating environment• Encourage responsible and sensitive behavior from

your clients• Establish rapport with the clients• Establish rapport with the suppliers• Make choices• Never insinuate or ask for tips

Ten Commandment of Tour Guiding• Smile• Dress properly• Be patient• Be ready• Be friendly and courteous• Be calm and positive• Be prepared• Study your people• Protect other suppliers• Be understanding, but firm