1. Tour Leader Training Module 4: Smokey Tour Operations Procedure

2. SMOKEY TOURS OPERATION Booking Field Operations

3. Booking Reservations: Manual / Online Payment: Advance payment/ on the spot Assigning of tour leaders

4. Booking FAQS Can I just turn up for a tour in advance? How and when should I pay for the tours?

5. Field Operations Pre Tour Tour Proper Crisis Management Post Tour

6. 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 tour Review the notes and update necessary information

7. 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.

8. 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

9. Waiver of Liability What does it say? How important it is?

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

11. Post-Tour These are all activities necessary to close the tour file. Activities such as: Liquidation Feedback forms Report about complaints and commendations Remittance of tour collections Overall tour evaluations

12. 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 Data Secondary Data Technical Data Current Events Trivia

13. Commentary Sequence Introduction Body of commentary Reaction to commentary Recap the commentary Reminders Thank you/ Goodbye

14. 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

15. 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