Day 2 - LOCAL GUIDING PRE-TOUR PREPARATION & PSYCHOLOGY OF GROUP TRAVEL
Skills Learned Today
By the end of today you will be able to:
- (A1 – P) Is able to establish a commanding and warm presence in front of guests
- (B1 – P) Demonstrates the ability to effectively use a microphone
- (B2 – P) Is familiar with the industry jargon/terminology
- (E1 – IP) Demonstrates the ability to utilize a variety of resources to research commentary
- (E2 – IP) Recognizes the need for, and effective delivery of both filler material and essential topical commentary
- (E3 – IP) Demonstrates the ability to move from research facts to engaging commentary
- (E4 – IP) Develops a geographical mental picture of the tour each day
- (E6 – IP) Demonstrates the need for and the ability to effectively confirm on tour components.
- (F3 – IP) Delivers multi-faceted, engaging commentary
- (F4 – I) Utilizes knowledge of types of guests/personality types and meets their needs
- (F10 – I) Knowledge of environmental awareness (safety)
- (G4 – I) Presents a positive presence of the tour operator to the motorcoach driver
- (G5 – I) Demonstrates the ability to partner with the motorcoach driver
I – Intro, P – Practice, R – Review, A – Assessment
Instructor's Agenda
Start time | Topic | Duration |
9:30 AM | :10 | |
9:40 AM | Intro to Local Guiding | :05 |
9:45 AM | Preparation- Time Schedule | :05 |
9:50 AM | Preparation- Points of Interest | :05 |
9:55 AM | Preparation- Routing Sequence | :05 |
10:00 AM | Preparation- Drive Time | :05 |
10:05 AM | Preparation- Admission Fees/Restrooms | :05 |
10:10 AM | Preparation- Route SF Map- CLASS ACTIVITY | :10 |
10:20 AM | Preparation- Drive/Walk | :03 |
10:23 AM | Preparation- Research Points of Interest | :15 |
10:38 AM | Preparation- Organize Commentary | :02 |
10:40 AM | Preparation- Memorize | :03 |
10:43 AM | Preparation- Paint Word Pics | :02 |
10:45 AM | Break for Restrooms | :15 |
11:00 AM | Points of Interest vs Filler Intro | :05 |
11:05 AM | Come Up with Typical Questions- CLASS ACTIVITY | :10 |
11:15 AM | Survival Information | :10 |
11:25 AM | Tips on Making City Tour Memorable | :25 |
11:55 AM | Reconfirm Special Motorcoach | :05 |
12:00 PM | Reconfirm with TD | :05 |
12:05 PM | On-Tour/Pre-Tour Operations | :05 |
12:10 PM | Ethics | :05 |
12:15 PM | Break for Lunch | 1:30 |
1:45 PM | Call dispatch/Call Driver- CLASS ACTIVITY | :15 |
2:00 PM | Birds Class – Carol DC recording Day 4 | 1:15 |
3:15 PM | Break for Restrooms | :15 |
3:30 PM | Bicycle – start of Psychology | :30 |
4:00 PM | Satisfiers/ Dissatisfiers | :30 |
4:30 PM | 30-sec presentations on San Francisco Tour | 1:00 |
5:30 PM | End Class |
Classroom Work
SECTION 1: LOCAL GUIDING PRE-TOUR PREPARATION
A. PREPARATION
- Time Schedule
- Points of Interest
- Routing Sequence
- Where does the tour begin & end? (avoid -backtracking)
- Safe / Legal Routing
- Computing Drive Time / Picture / Sightseeing Stop Ratio
- Admission Fees / Restrooms
- Route Map (look for landmarks / begin getting a mental picture)
- Drive or Walk Route (identify landmarks / develop a better mental picture)
- Research Points of Interest & Filler Material (edit out unnecessary information)
- Organize Commentary
- Memorize Important Facts / Names / Dates (Not word for word like Actor’s Script)
- Paint Word Pictures Through Effective Story Telling
B. POINTS OF INTEREST vs. “FILLER” MATERIAL
- Overview / Orientation of City
- Population / Size / Geography / Geology
- History / Culture / Customs / Traditions / Ethnic Groups / Lifestyle
- Industry / Economy / Education
- Weather / Natural Phenomenon
- Restaurants / Local Food Specialties / Dress
- Recreation / Sporting Events
- Independent Sightseeing / Entertainment (free time activities)
- Shopping (area, hours, etc.)
- Public Transportation (cost)
- Special Holidays / Current Events
- Famous People
C. SURVIVAL INFORMATION (normally only for Foreign In-Bound Groups)
Note: This is the T.D.’s job, however, if it’s the group’s Gateway City and their TD did not cover this information in an earlier briefing, please include in your commentary.
- Safety / Emergency Break / Exit Procedures / Moving About the Coach
- Restrooms
- Water
- Money / ATM Machine
- Electricity (110 volts vs. 220 volts adapters)
- Traffic (left or right side of road)
- Health Precaution / 24-hour Pharmacy / Hospital
- Air Conditioning (a blessing and a curse)
- Elevation (altitude sickness)
- Postage (postcard / letter) / Wifi / Internet Café / Time Change / Telephone Calls
D. TIPS ON MAKING YOUR CITY TOUR MEMORABLE
- Enthusiasm / Attitude / Friendliness (Is that a face having fun?)
- Be Simple / Conversational / (Talk with the people not at the people)
- Be Relevant / Timely
- Gauge Your Time
- Timing (Don’t talk about what you won’t see on the tour)
- Say it Once…(Organize your thoughts before you speak)
- Be Careful of Talking Too Fast / Slow Down
- Watch Transitions (allow guests time to “digest” your material)
- Remember to Relax / Breathe / Loosen Up
- Give Their Ears a Rest (Walk the coach to build report)
- Size / Number / Area (Compare to something that relates to the group)
- Metric System (Fahrenheit vs. Centigrade) / (Miles vs. Kilometers)
- Humor / Sex / Politics / Religion / Ethnic Joke
- Keep Vocal Chords Moist (always carry a bottle of water for you and the driver)
Now you get into the reconfirmation portion of your trip…
E. NEED TO KNOW INFO FROM PERSON (COMPANY) WHO ASSIGNS YOUR TOUR
- Name of Tour Company
- Tour Name and Number (if available)
- Number of Pax / Group Profile (if available)
- Name of Tour Director (if available)
- Type of Service / Length of Tour / Language Requirement / Extra Luggage
- Date / Time / “Spot Time”
- Pick-Up Point / Drop-Off Point
- Transportation (Does Group Have Own Coach or a “Special Local Motorcoach Charter”)
- Name of Local Motorcoach Company if Using “Special Local Motorcoach Charter”
F. RECONFIRM “SPECIAL MOTORCOACH CHARTER” WITH DISPATCHER
CHECK Motorcoach Reconfirmation Script in Back of Binder???
Note: Only if the group has a “Special Local Motorcoach Charter”, phone the motorcoach company “Dispatcher” to reconfirm the following;
- Give your Name
- Name of your Tour Company or Name of Tour
- Type of Service
- Date and Time of Service
- Pick Up / Drop off Point
- Size or Type of Coach for Number of Pax (extra luggage cruise ship/airport transfer)
- Ask for “Spot Time” & Coach Number
- Ask for Drivers Name / Cell / Email (call the driver to confirm) or…Give your Name / Cell and Email for Driver to Contact You
- Ask Dispatcher and Driver to double-check the PA, AC, and Heat
- Remember Cup of Coffee
G. RECONFIRM WITH TOUR DIRECTOR OR GROUP LEADER
- Whether the group has its own bus or a “Special Local Charter”; always phone the Tour Director / Group Leader the evening prior to establishing a rapport, go over the itinerary, routing, time schedule, and find out a little bit about the group, or special requests.
H. ON-TOUR OPERATION / CONDUCT
- Dress Professionally (Tour Guide Uniform / Name Badge)
- Arrive 30 minutes prior to Departure (Reserve Seat Behind Driver)
- Establish Rapport with Tour Director / Go Over Itinerary / Time Schedule / Pix Stops
- Establish Rapport with Motorcoach Driver / Go Over Routing / Time Schedule / Stops
- Check Coach Cleanliness (Test PA System with Driver Before Group Boards)
- Stand by Door to Greet Pax as they Board the Coach
- Always Introduce Yourself and Driver to the Group (if Tour Director does not)
- Emergency Exit Procedures (Hatches / Windows / Brakes)
- Safety Issues – Pax (Walking About Coach / Overhead Rack / Restroom / Seatbelts)
- Safety Issues – Guide (Standing vs. Sitting vs. Walking / Eye contact / Gestures)
- Helping People On and Off the Coach & Luggage (Driver’s Responsibility)
- Giving Directions to Driver (2 Techniques)
- Quietly turn off the Mic
- Build it into your Commentary (“As Mario turns right on Broadway”)
- Never Touch Anything on the Driver’s Instrument Panel without their Permission
- Always Thank Driver at Conclusion of Tour
SECTION 2: PSYCHOLOGY OF GROUP TRAVEL INTRO
A. VIDEO REVIEW: The Birds
- 4 types of Birds
- EAGLE: dominant
- PEACOCK: influential
- OWL: steady
- DOVE: compliant
- Takeaways
B. BICYCLE ILLUSTRATION
- “How To” Procedures vs. How You Relate to People
- Bill’s “Russia Story”
C. UNDERSTANDING WHY PEOPLE TAKE GROUP TOURS (what are they looking for?)
- Satisfiers / Dissatisfiers
SATISFIERS
- Individual Recognition
- Feeling Part of the Group
- Meeting New People
- Feeling Welcome
- Being Listened to
- Enthusiasm for the Tour
- Sense of Adventure
Absence of these only INCREASES an awareness of the dissatisfiers.
DISSATISFIERS
- Schedule
- Transportation
- Meals
- Accommodations
- Sightseeing
- Weather
- Feeling Safe
Problems with these DO NOT necessarily decrease the enjoyment of the tour experience.
D. KEY TO SUCCESSFUL TOUR DIRECTING / The “Balancing Act” of the Tour Director
Maximize the Satisfiers and it will Minimize the Dissatisfiers
Driving force – “How To” Procedures
- Technical Aspects
- Mechanics
- Detail
- Research / Gathering Data
Direction – How the Tour Director Relates to People
- Social Skills
- Personality
- Creativity / Intuitiveness
- Problem Solving
- Communication Skills
- Common Sense
Homework Assignments
Watch these videos:
Transactional Analysis
Documents:
- Study City Tour
- Practice Exam
Resources
- Motorcoach Confirmation Script
- The Birds (Marston’s Four Quadrant Theory)