SIT07 Tourism and Hospitality Training Package SAMPLE. SITTGDE003A Coordinate and operate a tour. Learner guide. Version 1

Transcription

1 SIT07 Tourism and Hospitality Training Package SITTGDE003A Coordinate and operate a tour Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 5367

2 Acknowledgments The TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank would like to acknowledge the support and assistance of the following people in the production of this learner resource guide: Project Manager: Reg Edwards Education Program Manager TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank TAFE NSW Enquiries Enquiries about this and other publications can be made to: Training and Education Support Industry Skills Unit, Meadowbank Meadowbank TAFE Level 3, Building J, See Street, MEADOWBANK NSW 2114 Tel: Fax: Meadowbank. The State of New South Wales, Department of Education and Training, TAFE NSW, Training and Education Support Industry Skills Unit, Meadowbank, 2011 Copyright of this material is reserved to TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in whole or in part, other than for the purposes of private study or research, and subject to the provisions of the Copyright Act, is prohibited without the written authority of, TAFE NSW. Training and Education Support Industry Skills Unit, ISBN Developed by Training & Education Support Industry Skills Unit, Meadowbank TAFE NSW 2011

3 TABLE OF CONTENTS INTRODUCTION GENERAL INTRODUCTION UNIT OF COMPETENCY OVERVIEW... 7 SECTION 1 THE TOUR BRIEFING INTRODUCTION THE TOUR BRIEFING PLANNING THE TOUR SECTION 2 RECONFIRMING TOUR ARRANGEMENTS INTRODUCTION LIAISING WITH COLLEAGUES RECONFIRMATIONS SECTION 3 CUSTOMER SERVICE INTRODUCTION PRACTICAL INFORMATION FOR A SPECIFIC TOUR HOSPITALITY DESK PROCEDURES DEVELOPING AND MAINTAINING CUSTOMER RAPPORT AND GOODWILL SECTION 4 MANAGING A TOUR ITINERARY INTRODUCTION MANAGING CUSTOMER GROUPS SECTION 5 DEALING WITH UNEXPECTED EVENTS WHILE ON TOUR INTRODUCTION ITINERARY CHANGES AND DELAYS UNEXPECTED EVENTS INVOLVING CUSTOMERS OR COLLEAGUES INCIDENT REPORTS SECTION 6 DE-BRIEFING A TOUR INTRODUCTION DE-BRIEFING PROCEDURES SUMMING UP RESOURCE EVALUATION FORM Developed by Training & Education Support Industry Skills Unit, Meadowbank TAFE NSW 2011

4 Introduction 1. General introduction Welcome to the unit of competency SITTGDE003A Coordinate and operate a tour. This unit of competency will help you to deal with the practicalities of running a tour. As tour guides, you need to be well organised and well prepared so that you can coordinate tour activities and complete all the operational tasks/duties required of you in a professional manner. You can work in a range of environments on different kinds of tours. Operational tasks and duties vary but there are certain principles which all guides follow, regardless of the type of tour. Sometimes unexpected events occur during a tour. You need to be able to deal with these in a professional manner. You also need to give customers a lot of practical information about activities related to their specific tour. In this unit of competency, you will discuss the range of practical information required by customers. In short, this unit of competency will help you to coordinate and operate tours in your city, town or region. 2. Unit of competency overview Unit description Once you have provided sufficient evidence to demonstrate competence in this unit you will have achieved the following unit of competency from the nationally endorsed Tourism, Hospitality and Events Training Package SIT07: SITTGDE003A Coordinate and operate a tour The following information is from the SIT07 Tourism, Hospitality and Events Training Package. Unit Descriptor This unit describes the performance outcomes, skills and knowledge required to conduct a tour including multiple products, services and sites. It requires the ability to manage the tour logistics of a prearranged tour itinerary. The coordination of the delivery of the tour requires significant planning and organisational skills as well as the ability to liaise with suppliers and industry colleagues to maximise tour efficiency and customer service quality Page 7 of 62

5 Unit elements and performance criteria ELEMENTS Plan the logistics of tour delivery. Brief and assist customers. Liaise with industry colleagues. Manage the itinerary. PERFORMANCE CRITERIA Plan the delivery of the tour according to briefing information or documentation from the tourism operator. Identify hazards for customers and delivery personnel for all touring components, conduct a risk assessment and incorporate controls into management of tour logistics. Make tour preparations and consider specific issues to ensure customer needs are met. Prioritise and action tasks required for tour preparation and conduct, in advance of tour commencement. Welcome customers to the tour and provide an accurate briefing on tour practicalities and procedures. Provide additional information and assistance to customers to enhance enjoyment of the tour. Liaise with industry colleagues to achieve smooth operation of the tour. Action requests from industry colleagues promptly and willingly wherever possible. Request assistance politely when required. Make agreements about individual and joint responsibilities during the tour. Make forward reconfirmations and bookings with suppliers in an accurate and timely manner. Interpret documentation from other organisations correctly and apply appropriately. Conduct the tour to schedule and include all features as set down in the itinerary. Advise customers courteously and sensitively about unavoidable changes to itinerary. Re-plan the itinerary promptly when necessary to ensure all purchased inclusions or their equivalents are delivered and disruption to customers is minimised. Advise industry colleagues and suppliers affected by changes promptly and according to company procedures. Maintain contact with those fixing the problem when itinerary delays occur and employ negotiation techniques to minimise time delay and negative impact on customers. Keep customers accurately informed of reasons for delays and actions being taken to manage delays Page 8 of 62

6 Section 1 The tour briefing At the end of this topic you should be able to: Plan the delivery of a tour according to briefing information or documentation from the tourism operator. Identify hazards for customers and delivery personnel for all touring components, conduct a risk assessment and incorporate controls into management of tour logistics. Make tour preparations and consider specific issues to ensure customer needs are met Prioritise and action tasks required for tour preparation and conduct, in advance of tour commencement Welcome customers to the tour and provide an accurate briefing on tour practicalities and procedures Provide additional information and assistance to customers to enhance enjoyment of the tour Introduction We will examine the tasks and duties performed by a local guide when coordinating and operating a tour in a particular city, town or region. However, before discussing the tour briefing, the first stage in the life of a tour from a guide s perspective, let s consider the range of local tours for which guides may be employed: Guided tours Tours which guides may be required to coordinate and operate include: - half and full day tours - evening tours - cultural tours - nature based tours. Eco tours - These tours focus on learning about and enjoying the natural and cultural environment with minimum environmental impact. This makes them different from adventure tours, nature based tours, cultural tours and general tours. Adventure tours, including soft adventure tours. Special interest tours - these tours focus on a particular activity or interest. Customers on these tours all share this common interest, for example, gardening tours, arts and crafts tours, wine tours. Cruises. Page 13 of 62

7 All these tours usually include products and services from other sectors of the travel and tourism industry. For example, a full day tour may include coach transportation, a visit to a wildlife park and lunch at a restaurant. Let s list a range of products and services which can be included in guided tours. Our list could include: food and beverage attractions transportation guiding services accommodation specific venues events entertainment cruises Activity 1.1 Collect brochures promoting short tours in your city, town or region. Try to get a variety of brochures that cover the different types of tours mentioned in this topic. Choose two tours which you find interesting and list the different components (included products and services) in each tour. Page 14 of 62