TVL HE

Senior High School Primer

QUALITIES OF AN © Kristine Montserrat

IDEAL TOUR GUIDE PINHS 2018- 2019.

 THE IDEAL TOUR GUIDE
QUALITY #1

ENTHUSIASM

FIRST UP 2
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #2

AN OUTGOING AND
APPROACHABLE NATURE

FIRST UP 3
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #3

SELF - CONFIDENCE

FIRST UP 4
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #4

A PROACTIVE NATURE

FIRST UP 5
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #5

SENSITIVITY

FIRST UP 6
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #6

FLEXIBILITY

FIRST UP 7
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #7

AUTHENTICITY

FIRST UP 8
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #8

A PLEASANT, PROFESSIONAL
APPEARANCE

FIRST UP 9
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #9

SENSE OF HUMOR

FIRST UP 10
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #10

KNOWLEDGE

FIRST UP 11
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #11

GOOD COMMUNICATION
SKILLS

FIRST UP 12
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #12

ORGANIZATION

FIRST UP 13
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #13

DECISIVENESS

FIRST UP 14
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #14

GOOD HEALTH

FIRST UP 15
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #15

PERSONAL INTEGRITY

FIRST UP 16
CONSULTANTS
 THE IDEAL TOUR GUIDE
QUALITY #16

CHARISMA

FIRST UP 17
CONSULTANTS
 THE TOURISTS’ Principles of Tour
Guiding Service
CYCLE OF SERVICE
FIRST UP 18
CONSULTANTS
TRAVELER’S CYCLE OF SERVICE

FIRST UP 19
CONSULTANTS
 TRAVELER’S
PERSONALITY Write only the letter.
More than one answer

TEST is allowed

FIRST UP 20
CONSULTANTS
 QUESTION NUMBER 1

• What’s the #1 thing you look for when planning a trip?

a. A happening nightlife scene.
b. Hostels that cost less than Php 500 a night.
c. A nice backpacker circuit for meeting other travelers.
d. Skydiving, bunjee jumping, paragliding or all of the above.
e. Readily available free WIFI.
f. A variety of interesting museums.
g. A beach full of hammocks.

FIRST UP 21
CONSULTANTS
 QUESTION NUMBER 2
• You’ve just arrived at your destination. What’s the first
thing you do?
a. Order a margarita. It’s 5 o’clock somewhere!
b. Sign up for a free walking tour.
c. Plug in your phone, tablet, laptop and GoPro.
d. Head to the art gallery you’ve been reading about.
e. Take a nap.
f. You’re already halfway up the nearest mountain.
g. Logging on to CouchSurfing to meetup with locals.
FIRST UP 22
CONSULTANTS
 QUESTION NUMBER 3
• What’s your favorite meal on the road?
a. Nothing messy. I don’t want my laptop keys to get sticky.
b. Carbs! Got to keep me energy up.
c. Whatever whatever.
d. Street food.
e. Tequila
f. I use EatWith to dine with locals.
g. Whatever I can grab on the go. It’s a bit awkward sitting in
restaurants alone.
FIRST UP 23
CONSULTANTS
 QUESTION NUMBER 4

• Out of the following activities, which would you like to

do most on your next trip?
a. I’m down for anything that’s free.
b. Live with a family for a month in a remote village.
c. A pub crawl.
d. I don’t plan. I just go with the flow.
e. Summit Mount Everest.
f. Get lost on my own exploring local neighborhoods.
g. A local Instagram meetup.
FIRST UP 24
CONSULTANTS
 QUESTION NUMBER 5
• You get invited by some hostelmates to go out. What’s
your response?
a. You’re down for whatever.
b. Sure! Going out with people breaks up the alone time, not
that you mind it.
c. No thanks. You’re taking part in a Google Hangout that
night.
d. They couldn’t ask you. You’re already out!
e. Sure, but only a few drinks. You’ve got to be up early for
some downhill biking.
f. Sounds fun. But can we do the local art walk first? It’s
only the first Friday of every month.
g. Only if there’s no cover charge and we can pre-game
beforehand. I don’t want to buy drinks inside.
FIRST UP 25
CONSULTANTS
 QUESTION NUMBER 6

• What’s your beverage of choice on the road?

a. Gatorade.
b. I don’t drink. Unless you’re buying.
c. The national cocktail.
d. I’m happy with anything.
e. Long Island Iced Tea with a side of shots.
f. I just like making new friends in the hostel bar.
g. I make drink with my Mixolgist app, then test how
drunk I am with my Blood Alcohol Calculator app.
FIRST UP 26
CONSULTANTS
 QUESTION NUMBER 7

• What’s your ideal destination?

a. Italy. The food, the culture, the people. Wow!
b. Thailand. Cambodia. Bolivia. Anywhere cheap!
c. Europe or South America. Both have great backpacker
circuits.
d. Japan. They’re so technologically advanced.
e. Santorini! Greece is the most amazing place in the world!
f. The Caribbean, or anywhere I can just chill out.
g. Thailand. Full Moon Party, anyone?
FIRST UP 27
CONSULTANTS
 QUESTION NUMBER 8

• What’s one essential piece of travel gear you always

have?
a. My suitcase. It charges my iPhone and sends WIFI signals,
plus I can track it with an app!
b. Pickpocket-proof clothing. I have to lookout for myself.
c. My shotglass necklace.
d. My organic re-usable shopping bag for market hopping.
e. My waterproof hiking boots and GoPro.
f. Swimsuit and flip flops. That’s basically all I brought.
g. Nalgene. I hate spending money on water bottles.
FIRST UP 28
CONSULTANTS
 QUESTION NUMBER 9

• If someone told you you won a free trip for two to Peru,
what would you say?
a. Sweet! I can hike Machu Picchu.
b. Is there WIFI in Peru?
c. Can’t wait to experience the Loki Hostel party scene!
d. If it’s free it’s me
e. Markets, Inca ruins and historic churches galore!
f. Can I just take myself and go twice?
g. Take me anywhere. I’m down.

FIRST UP 29
CONSULTANTS
 QUESTION NUMBER 10

• How do you get around?

a. Local transport. I like to live like the locals.
b. Walking. I hate spending money on cabs and buses.
c. Party bus!
d. No need. I’m asleep in the hammock.
e. Uber.
f. I’ve rented a motorcycle for myself.
g. Public transportation. Taxis are too expensive for just one
person

FIRST UP 30
CONSULTANTS
 LET US GRADE Count the number of your
answers
YOUR ANSWERS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…
1-10 Points: Solo Traveler. You love hitting the road solo
and truly understand what it means to enjoy ultimate
freedom on yours trips, as you never have to compromise
your itinerary. Congratulations on having the courage to
travel solo and grow your relationship with the world and
yourself. Just make sure to employ practical travel safety
tips and use your best judgement.
Some recommended reads for you: The Essential Solo
Traveler’s Survival Guide, How Solo Female Travel
Changed My Life (And How It Can Change Yours, Too)
and Tips For Convincing Loved Ones To Let You Travel
Solo. FIRST UP
CONSULTANTS 32
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…
11-20 Points: Adrenaline Junkie. To you, travel is all
about the rush. From summiting high peaks to jumping out
of planes to traversing daunting trails, nothing makes you
feel more alive than adrenaline pulsing through your veins.
Luckily, the globe is full of far flung and even lesser-known
adventures (extreme lava kayaking, anyone?). Just be sure
not to fall too far off the deep end (literally).
Some suggested adventures include paragliding in
Colombia, trekking through the otherworldly Joshua Tree
National Park and hiking and cycling through India.
FIRST UP 33
CONSULTANTS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…

21-30 Points: Digital Nomad. You’re obsessed with your

gadgets, both home and on the road. You’re up on the latest
digital trends, download the hottest travel apps and have
almost as many followers on Instagram as Kim Kardashian.
Trying out the latest gear and tech can be a lot of fun in our
technologically-advanced society — I personally love
social travel apps. Just make sure you’re still immersing
yourself in local culture and really experiencing your
destination.
FIRST UP 34
CONSULTANTS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…
31-40 Points: Chilled Out Traveler. No shoes, no shirt, no problem.
Anything goes with you. You’re down for whatever, although you
particularly love hammocks, beaches and anywhere where time slows
down. You’ve mastered the art of relaxation, and when you travel you
use this skill to the fullest. Just make sure your lax and go-with-the-
flow nature doesn’t leave you constantly compromising what you
really want to do for the sake of others.
Some recommended posts to tickle your toes-in-the-sand fancy
include 6 Secret Beaches To Visit In Saint Lucia, Learning To Stand
Up Paddle Board In Tobago and Beyond Grand Cayman: Discovering
Cayman Brac In The Caribbean.
FIRST UP 35
CONSULTANTS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…
41-50 Points: Culture Carnivore. Markets, art, museums, galleries.
You love immersing yourself in local culture and truly being one with
the community you’re visiting. This is a great attitude to have when
traveling, as one of the best parts of seeing the world is, well,
becoming more worldly. Many times when we meet locals they’re
also interested in the culture you come from, so having some personal
photos or momentos handy to show and tell can be fun.

Some posts you may enjoy: Exploring Bogota By Bike, Tracing

Chocolate History In Brooklyn and 5 Amazing Experiential Stays In
Jordan
FIRST UP 36
CONSULTANTS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…
51-60 Points: Budget Conscious Vagabond You love experiencing
the best of a place — at a certain price point. You stay in hostels,
walk everywhere, cook your own meals and create DIY adventures
instead of booking package tours. There’s nothing wrong with budget
conscious — who doesn’t love traveling longer on less money? — as
long as you make sure to break your travel budget when necessary.

Some posts for your perusal: Essential Tips For Saving Money On
Food While Traveling, The World On A Shoestring: Your Ultimate
Guide To Traveling Long-Term On The Cheap and How To Hack
Your Next Trip.
FIRST UP 37
CONSULTANTS
 IF YOU HIT THE FOLLOWING
NUMBER OF ANSWERS,
YOU ARE…

61-70 Points: The Partier. Body shots. Keg stands. Bar crawls.
Booze cruises. Dancing until dawn. If it involves drinking up and
getting down you’re in. You love experiencing the fun side of a
destination, and what a place is like when the sun goes down. And
there’s nothing wrong with that. Just make sure to know your limit,
always keep your wits about you and use common sense to stay safe
on the road

FIRST UP 38
CONSULTANTS
SEVEN SINS OF By : Karl Albrecht

SERVICE
 TOUR GUIDE SIN #1

TREATING CUSTOMERS
WITH APATHY

FIRST UP 40
CONSULTANTS
 TOUR GUIDE SIN #2

BRUSHING CUSTOMERS OFF

FIRST UP 41
CONSULTANTS
 TOUR GUIDE SIN #3

BEING COLD TO CUSTOMERS

FIRST UP 42
CONSULTANTS
 TOUR GUIDE SIN #4

TREATING CUSTOMERS
WITH CONDENSCENSION

FIRST UP 43
CONSULTANTS
 TOUR GUIDE SIN #5

WORKING LIKE A ROBOT

FIRST UP 44
CONSULTANTS
 TOUR GUIDE SIN #6

GETTING HUNG UP ON THE

RULE BOOK

FIRST UP 45
CONSULTANTS
 TOUR GUIDE SIN #7

GIVING CUSTOMERS THE

“RUN-AROUND”

FIRST UP 46
CONSULTANTS
TOURISTS WITH
SPECIAL NEEDS
FIRST UP 47
CONSULTANTS
STUDENT GROUP
CHARACTERISTICS
• Most difficult to guide
• Present special challenges in terms of discipline,
motivation and interest level.
• Designed to have longer hours compare to other
groups
• The use of techniques in answering questions may be
effective to one but not with another.
• Guides who do not know the interests of young people
will have a difficult time in reaching them or giving an
effective tour. FIRST UP 48
CONSULTANTS
SENIOR CITIZENS
CHARACTERISTICS
• Favorite age group of guides
• Perception about this group is grumpy and demanding
• Generally, they are appreciative, curious, interested,
attentive, eager for experience and willing to
contribute their own life experience.
• Generally anyone over the age of 60.
• All senses decline in the aging process and very often
they are not aware of it.

FIRST UP 49
CONSULTANTS
SENIOR CITIZENS
THINGS TO DO
• Allow to have extra time for the tour as many activities will take
longer, such as getting on and off the motor coach, eating and
walking anywhere.
• Pause frequently and make several short stops on walking tours
• Be particularly attentive to fatigue or any sign of stress or illness. If
a participant becomes frightened or short of breath, allow him to sit
and rest for at least few minutes.
• Pay close attention to special medical problems or difficulties and
pay special attention to their status.
• Since hearing and memory problems are more common as people
age, always repeat instructions, especially meeting times.
FIRST UP 50
CONSULTANTS
THE DIFFICULT PEOPLE
CHARACTERISTICS
• Tourists who complain, late and those who dominate others.
• People who practice discourtesy and mutiny problems.
• This type of people scrutinize guides for signs about his attitude,
personality, capability, and other indications about the kind of
experience they will have.
• Duty of a tour guide with difficult people
• Create an atmosphere of harmony and mutual trust.
• Guides should have an optimistic and proactive attitude.
• Develop cohesiveness among tour members
• Patiently deal with challenging situations.

FIRST UP 51
CONSULTANTS
WORKING WITH
DIFFERENT AGE
GROUPS
FIRST UP 52
CONSULTANTS
VERY IMPORTANT PERSONS (VIP)

• Requires the service and attention of

specially trained guides in some instances.
• May benefit from having special
arrangement of service checks upon arrival
and departure at attractions, airports and
hotels.

FIRST UP 53
CONSULTANTS
CHILDREN
• Sensitive to health issues and active thus
require special attention when providing
them with meals and activities at
attractions.
• Should never be left alone at any one time
or unaccompanied as they may get lost,
hurt or play with dangerous objects or
animals.
FIRST UP 54
CONSULTANTS
INFANTS

• Often accompanied by adults

• Requires only the services of outlets with
baby food, diapers, bassinets, and others.

FIRST UP 55
CONSULTANTS
ELDERLY TOURISTS
• Requires extra special care like special meals.
• May request for an assistance to aid in their
movements at attractions, when boarding and
disembarking
• Allow extra time for the tour as many activities
will take longer.
• Pause frequently and make several short stops
on walking tours.
FIRST UP 56
CONSULTANTS
ELDERLY TOURISTS
• Be particularly attentive to fatigue or any signs of illness and
stress. If a participant becomes frightened or short of breath,
allow him to sit and rest for at least a few minutes.
• Pay close attention to special medical problems or difficulties
and their status.
• Since hearing and memory problems are more common as
people age, always repeat instructions especially meeting
times.
• Do not underestimate older people as some are incredibly wise
and guides can learn from them.

FIRST UP 57
CONSULTANTS
EXPECTANT TOURISTS
• Depending with the stage of pregnancy,
certain activities or level of indulgence may
be limited for these tourists.
• They require soft adventure, clean
accommodation, food and water during
tours, an attendant to assist them in case
needed.

FIRST UP 58
CONSULTANTS
DISABLED TOURISTS
• Disable vary in their disability ranging from
hearing, seeing, walking, talking, or even
moving.
• Some disable may bring along guide dogs,
hearing devices, wheel chairs to aid them during
tour, in hotels, restaurant and airports.

FIRST UP 59
CONSULTANTS
TOURISTS WITH MEDICAL CONDITIONS

• Some tourists have chronic conditions that they

managed using prescribed medications like asthma,
disorders and allergies.
• Need close fostering in any activity, attraction, hotel
and transport mode, the food they eat, and their daily
encounters.
• Tour guides of this group should have medical
emergency numbers and in some cases knowledge of
procedures to follow in case of eventuality.
FIRST UP 60
CONSULTANTS
RELIGIOUS TRAVELERS
• Sensitive to destinations they visit, what
they eat, activities undertaken, and what
they see.
• May require special meals, a prayer room
or a special area.

FIRST UP 61
CONSULTANTS
 ESTABLISHING
RAPPORT AND
COHESIVENESS
FIRST UP 62
CONSULTANTS
RAPPORT
Defined

A sympathetic
relationship and mutual
trust
FIRST UP 63
CONSULTANTS
 HOW TO
ESTABLISH
RAPPORT AND
COHESIVENESS
FIRST UP 64
CONSULTANTS
TIP #1

Be Prepared. A guide should have a

mastery of his subject. Travelers will
respect a guide who knows his
subject very well

FIRST UP 65
CONSULTANTS
TIP #2

Adopt an attitude of friendliness

and take responsibilities for
creating and maintaining
harmony.
FIRST UP 66
CONSULTANTS
TIP #3

Let visitors know that their

enjoyment is of primary
concern.
FIRST UP 67
CONSULTANTS
TIP #4
Respect others and be a careful, concerned
listener. Establishing an environment in
which each person feels free to contribute is
more interesting and advantageous to
everyone. In this way, visitors are more
likely to approach the guide with minor
issues before they become major problems.
FIRST UP 68
CONSULTANTS
TIP #5

Give clear instructions.

FIRST UP 69
CONSULTANTS
TIP #6
Follow through on promises. It is
best to be conservative with promises
and not to mention places and events
that passengers may not be able to
see.
FIRST UP 70
CONSULTANTS
TIP #7
Exemplify the desired behavior. Guides
should posses the traits of a model
traveler such as arriving early for every
departure, avoiding gossip, not telling or
laughing at insensitive jokes, not talking
while others are talking.
FIRST UP 71
CONSULTANTS
TIP #8
Avoid playing favorites. Treat everyone the
same. This can often be difficult, since
guides, like all people, have a tendency to
interact more with those with similar
interests. Quiet individuals are often
overlooked.
FIRST UP 72
CONSULTANTS