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

  1. Time Schedule
  2. Points of Interest
  3. Routing Sequence
  4. Where does the tour begin & end? (avoid -backtracking)
  5. Safe / Legal Routing
  6. Computing Drive Time / Picture / Sightseeing Stop Ratio
  7. Admission Fees / Restrooms
  8. Route Map (look for landmarks / begin getting a mental picture)
  9. Drive or Walk Route (identify landmarks / develop a better mental picture)
  10. Research Points of Interest & Filler Material (edit out unnecessary information)
  11. Organize Commentary
  12. Memorize Important Facts / Names / Dates (Not word for word like Actor’s Script)
  13. Paint Word Pictures Through Effective Story Telling

B. POINTS OF INTEREST vs. “FILLER” MATERIAL

  1. Overview / Orientation of City
  2. Population / Size / Geography / Geology
  3. History / Culture / Customs / Traditions / Ethnic Groups / Lifestyle
  4. Industry / Economy / Education
  5. Weather / Natural Phenomenon
  6. Restaurants / Local Food Specialties / Dress
  7. Recreation / Sporting Events
  8. Independent Sightseeing / Entertainment (free time activities)
  9. Shopping (area, hours, etc.)
  10. Public Transportation (cost)
  11. Special Holidays / Current Events
  12. 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.

  1. Safety / Emergency Break / Exit Procedures / Moving About the Coach
  2. Restrooms
  3. Water
  4. Money / ATM Machine
  5. Electricity (110 volts vs. 220 volts adapters)
  6. Traffic (left or right side of road)
  7. Health Precaution / 24-hour Pharmacy / Hospital
  8. Air Conditioning (a blessing and a curse)
  9. Elevation (altitude sickness)
  10. Postage (postcard / letter) / Wifi / Internet Café / Time Change / Telephone Calls

D. TIPS ON MAKING YOUR CITY TOUR MEMORABLE

  1. Enthusiasm / Attitude / Friendliness (Is that a face having fun?)
  2. Be Simple / Conversational / (Talk with the people not at the people)
  3. Be Relevant / Timely
  4. Gauge Your Time
  5. Timing (Don’t talk about what you won’t see on the tour)
  6. Say it Once…(Organize your thoughts before you speak)
  7. Be Careful of Talking Too Fast / Slow Down
  8. Watch Transitions (allow guests time to “digest” your material)
  9. Remember to Relax / Breathe / Loosen Up
  10. Give Their Ears a Rest (Walk the coach to build report)
  11. Size / Number / Area (Compare to something that relates to the group)
  12. Metric System (Fahrenheit vs. Centigrade) / (Miles vs. Kilometers)
  13. Humor / Sex / Politics / Religion / Ethnic Joke
  14. 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

  1. Name of Tour Company
  2. Tour Name and Number (if available)
  3. Number of Pax / Group Profile (if available)
  4. Name of Tour Director (if available)
  5. Type of Service / Length of Tour / Language Requirement / Extra Luggage
  6. Date / Time / “Spot Time”
  7. Pick-Up Point / Drop-Off Point
  8. Transportation (Does Group Have Own Coach or a “Special Local Motorcoach Charter”)
  9. 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; 

  1. Give your Name
  2. Name of your Tour Company or Name of Tour
  3. Type of Service
  4. Date and Time of Service
  5. Pick Up / Drop off Point
  6. Size or Type of Coach for Number of Pax (extra luggage cruise ship/airport transfer)
  7. Ask for “Spot Time” & Coach Number
  8. Ask for Drivers Name / Cell / Email (call the driver to confirm) or…Give your Name / Cell and Email for Driver to Contact You
  9. Ask Dispatcher and Driver to double-check the PA, AC, and Heat
  10. Remember Cup of Coffee

G. RECONFIRM WITH TOUR DIRECTOR OR GROUP LEADER

  1. 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

  1. Dress Professionally (Tour Guide Uniform / Name Badge)
  2. Arrive 30 minutes prior to Departure (Reserve Seat Behind Driver)
  3. Establish Rapport with Tour Director / Go Over Itinerary / Time Schedule / Pix Stops
  4. Establish Rapport with Motorcoach Driver / Go Over Routing / Time Schedule / Stops
  5. Check Coach Cleanliness (Test PA System with Driver Before Group Boards)
  6. Stand by Door to Greet Pax as they Board the Coach
  7. Always Introduce Yourself and Driver to the Group (if Tour Director does not)
  8. Emergency Exit Procedures (Hatches / Windows / Brakes)
  9. Safety Issues – Pax (Walking About Coach / Overhead Rack / Restroom / Seatbelts)
  10. Safety Issues – Guide (Standing vs. Sitting vs. Walking / Eye contact / Gestures)
  11. Helping People On and Off the Coach & Luggage (Driver’s Responsibility)
  12. Giving Directions to Driver (2 Techniques)
    • Quietly turn off the Mic
    • Build it into your Commentary (“As Mario turns right on Broadway”)
  13. Never Touch Anything on the Driver’s Instrument Panel without their Permission
  14. Always Thank Driver at Conclusion of Tour

SECTION 2: PSYCHOLOGY OF GROUP TRAVEL INTRO

A. VIDEO REVIEW: The Birds

  1. 4 types of Birds
    • EAGLE: dominant
    • PEACOCK: influential
    • OWL: steady
    • DOVE: compliant
  2. Takeaways

B. BICYCLE ILLUSTRATION

  1. “How To” Procedures vs. How You Relate to People
  2. Bill’s “Russia Story”

C. UNDERSTANDING WHY PEOPLE TAKE GROUP TOURS (what are they looking for?)

  1. 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)