Tourist guiding 1 (TTG311)
Vietnamese title: Nghiệp vụ hướng dẫn du lịch 1
Credits: 3
Prerequisites: HMO102

Description:
Objective: Understand the profession of a tour guide and related basic knowledge. Prepare for work, develop a professional working attitude. Understand the general duties and responsibilities of a tour guide. Understand tourism products and responsibilities related to passenger transportation and accommodation arrangements. Learn how to build presentations and know how to comment on tourist routes, tourist attractions and present other topics related to the tour itinerary. Develop other necessary skills in building teambuilding programs, dinner parties, group entertainment. Extend guiding skills with high reflexes in unexpected situations in groups. Develop effective intercultural communication skills of tour guides. Understand airport procedures and immigration procedures. Apply general knowledge as a foundation for subsequent specialized subjects. Describe tourist destinations/attractions of the world.
Description:The course address to the structure, scope and measurement of Tour Guide skills and group management. The course aims to enhance professional skills and knowledge of outbound tour guide (tour guide for Vietnamese in foreign countries) and inbound (tour guide for foreigners in Vietnam). The course helps advance the leaners’ ability to handle situations such as first aid on the tour, to contact the local embassy and presentation methods, to work with tourists, drivers, hotels, restaurants, travel agents and airlines. The course orientates students to acclimatize the C.I.Q procedures (Customs, Inspection & Quarantine). The course determines cheerleading skills, teambuilding skills, organizing games. The course guides students to prepare presentation on various themes, select the professional guiding language.
Teaching method: lecturing and practice in class or practice in some short fieldtrips in the city (city tour, museum tour, tourist attraction tour, thematic tour,...)

Learning outcomes:
Understand the profession of a tour guide and related basic knowledge.
Understand airport procedures and immigration procedures.
Prepare for work, develop a professional working attitude
Understand the general duties and responsibilities of a tour guide
Understand tourism products and responsibilities related to passenger transportation
Understand accommodation arrangements
Learn how to build presentations and know how to comment on tourist routes, tourist attractions and present other topics related to the tour itinerary
Develop other necessary skills in building teambuilding programs, dinner parties, group entertainment
Extend guiding skills with high reflexes in unexpected situations in groups
Develop effective intercultural communication skills of tour guides.

Student tasks:
<- Students must attend more than 80% of contact slots in order to be accepted to the final examination.
- Student is responsible to do all exercises, theorical and practical assignments given by instructor in class, on site or at home and submit on time
- Use laptop in class only for learning purpose
- Promptly access to the FU CMS at http://flm.fpt.edu.vn for up-to-date course information>

Tools:
- Internet

Materials:
description: Vietnam Tourism Occupational Standards (VTOS)- Tour Guide Profession
author: Vietnam National Authority of Tourism - the Ministry of Culture, Sports and Tourism
publisher: Vietnam Human Resource Development Project
edition: 2009, 2015
description: The Professional Guide: Dynamics of Tour Guiding
author: Kathleen Lingle Pond
publisher: Wiley
published_date: 1992
edition: 1st
isbn: ISBN-13: 978-0471283867
note: ISBN-10: 047128386X
description: Tour Guiding: The Ultimate Guide to Theory and Practice
author: Cosmos Sracooh and Kwaku Passah Snr
publisher: DAkpabli & Associates
published_date: 2021
isbn: ISBN-10 ‏ : ‎ 9988902360
note: ISBN-13 ‏ : ‎ 978-9988902360
description: How to Be a Tour Guide: The Essential Training Manual for Tour Managers and Tour Guides
author: Nick Manning, Sean Householder, Sandra Murphy
publisher: Nick Manning
published_date: 2016
description: Principles and Ethics of Tour Guiding
author: Z. Cruz Ramirez
publisher: Rex Bookstore, Inc.
published_date: 1999
isbn: ISBN: 9712324591, 9789712324598

Assessments:
category: Class Participation
type: on-going
weight: 10.0
duration: during the whole session
question_type: CLO1, CLO2, CLO3, CLO4, CLO5
grading_guide: Collect document and insert to the lesson. Skill of discussion and present ideas.
note: - Guided by instructor
- An average point of all could be evaluated and publised to students at the end of the semester
category: Group assignment
type: on-going
weight: 30.0
duration: in class
question_type: All CLOs
grading_guide: Review and Practice tour guide tasks learned in theory in this course.
note: Group presentation in class, topics are assigned by instructor
The lecturer asks the students to report on the field trip (if any) or present a specific tour (according to the lecturer's requirements on time, route and target audience) including tour program, room list, menu. Suggested scoring criteria: suitability of the itinerary and tour time, suitable accommodation and dining locations, suitable room and dining arrangements, suitable attractions for the target audience.... Or the lecturer can choose another form of assessment.
category: Individual assignments
type: on-going
weight: 30.0
duration: in class or during the fieldtrip
question_type: CLO1, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10
grading_guide: Practice some tour guide tasks learned in theory in this course.
note: The lecturer requires students to practice some tour guide tasks during the field trip. For example: practice airport procedures, customs procedures, hotel check-in and check-out procedures, presentation about tourist attractions or information related to the field trip, etc. Or depending on the actual situation, the lecturer may require students to do and grade individual assignments.
category: Final exam
type: Final exam
weight: 30.0
duration: 60'
question_type: All CLOs
no_question: Multiple choices
Marked by Computer
knowledge_and_skill: 50
grading_guide: concepts, basic tour guide knowledge, mini case
note: Computer

Schedule:
session: -Introduction to the course
-Assessment Instruction
-Introduction to AI Integration in the course
Unit 1: The basic notions and concepts about Tour Guiding
- Tour Guide Definition and Category
-Professional Guide/Registered Guide
learning_outcomes: IT
session: Unit 1: The basic notions and concepts about Tour Guiding
-National Guide/Local Guide
-City Guide/Regional Guide/Transnational Guide
learning_outcomes: T
session: Unit 1: The basic notions and concepts about Tour Guiding
-Permanent Guide/Freelancer Guide
-Domestic Guide/Inbound Guide/Outbound Guide
learning_outcomes: T
session: Unit 2: Tour Guide Image and position
Personal Hygiene
Hygiene Principles
Being a representative of your organization
learning_outcomes: T
session: Unit 2: Tour Guide Image and position
Basic principles when representing an organization
Being polite and well-mannered
Principles of work attitude and behavior
learning_outcomes: T
session: Unit 2: Tour Guide Image and position
Being service-minded
Recognize service levels and guest expectations
Individual assignment 1: instructions
learning_outcomes: T
session: Unit 3: General Duties and Responsibilities of a Tour Guide
Managing and Supervising the Itinerary
Ensuring that the program is carried out as described
learning_outcomes: T
session: Unit 3: General duties and responsibilities of a tour guide
Structure of the tour program and itinerary (Knowledge)
Provide necessary information about the route (ethnicity, geography, history and socio-economics)
learning_outcomes: T
session: Unit 3: General Duties and Responsibilities of a Tour Guide
Providing Factual Information
Types of Information and Principles of Information (Knowledge)
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Inform customers about duty-free and other regulations
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Visas and Travel Documents
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Practice: Visa regulations in some countries. Visa application documents for some countries are specified by the Instructor.
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Customs, Immigration and Quarantine Principles (Knowledge)
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Health and Vaccination Regulations
Health Alerts
learning_outcomes: T
session: Unit 4: Customs, Immigration and Quarantine (CIQ) Procedures
Foreign currency regulations
learning_outcomes: T
session: Unit 5: Preparing for an actual tour
Gathering Travel Information
Gathering actual Information
learning_outcomes: T
session: Unit 5: Preparing for an actual tour
Principles of gathering relevant information
Guidelines of Tour Operator
Paperwork & travel document
learning_outcomes: T
session: Unit 5: Preparing for an actual tour
Financial duties
Basic knowledge of accounting
learning_outcomes: T
session: Unit 6: Procedures and responsibilities related to transportation
Transport Management
Baggage and transport information
learning_outcomes: T
session: Unit 6: Procedures and responsibilities related to transportation
Principles of luggage arrangement and handling of information on tourist transportation
Convenience and seat rotation on the vehicle
learning_outcomes: T
session: Unit 6: Procedures and responsibilities related to transportation
Flight Facts
Basic Check-in Procedures for Airline and TransportationTime and itinerary of the trip
Arrange with colleagues (driver, bellboy, etc.) staff
Individual assignment 2: instructions
learning_outcomes: T
session: Unit 7: Tour guide and hotel arrangements
Gaining information about the hotel
Hotel check-in and check-out procedures
learning_outcomes: T
session: Unit 7: Tour Guides and Hotel Arrangements
Booking and Checking in for Groups
During Stay and Check-Out
learning_outcomes: T
session: Unit 7: Tour Guides and Hotel Arrangements
Tour guide and restaurant services
Group Assignment: instructions
learning_outcomes: T
session: Unit 7: Tour Guides and Hotel Arrangements
Practice: check some 2-star, 3-star, 4-star hotels: hotel type, price, location, hotel services; Restaurant: menu type, other services such as gala dinner service, meeting room... Lecturers can choose by province/region or by route)
learning_outcomes: T
session: Unit 8: Sightseeing Guide
Organizing and Preparing for Sightseeing
Selling Sightseeing Programs and Optional Programs
Carrying out Sightseeing Tours
learning_outcomes: T
session: Unit 8: Sightseeing Guide
Conveying Specific Information
Terminology and Sightseeing Organization
learning_outcomes: T
session: Unit 9: Presentation (Group)
Standing in front of a group of tourists
Using audio equipment
learning_outcomes: T
session: Unit 9: Presentation (Group)
Basic principles of attitude and presentation
learning_outcomes: T
session: Unit 9: Presentation (Group)
Providing Balanced Information
Principles of Balanced Information
learning_outcomes: T
session: Unit 10: Tour Guide Leadership Skills
Making Decisions as a Leader (Group)
Balancing Group Activities
learning_outcomes: T
session: Unit 10: Tour Guide Leadership Skills
Equal Attention
Building Trust
learning_outcomes: T
session: Unit 10: Tour Guide Leadership Skills
Build rules for the trip
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints.
Identify the type of complaint (technical, personal…)
Resolve queries, apply listening skills
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints.
Identify the type of disaster (health, travel, people)
Propose a solution
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints
News delivery skills (bad news)
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints
Practice: handle some situations that occur on tour
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints
Practice: handle some situations that occur on tour
learning_outcomes: T
session: Unit 11: Dealing with calamities, problems & complaints
Individual assignment 2: Submit
learning_outcomes: T
session: Unit 12: Ending the Trip
Closing the File – Writing the Trip Report
settlement for the Trip
learning_outcomes: T
session: Unit 13: Cross-Cultural Communication and the Tour Guide
Overcoming Cultural Differences and Communication
Being Aware of Cultural Values and Norms
learning_outcomes: T
session: Unit 13: Cross-Cultural Communication and the Tour Guide
The Foundations of Cross-Cultural Communication
learning_outcomes: T
session: Unit 14: Outbound Tourism – Travel To a Different Country
- Role and responsibilities of outbound tour leader
- Working with your local guide partner
- Expectations of tourists
- Entertaining skills
learning_outcomes: T
session: Unit 14: Outbound Tourism – Travel To a Different Country
- Assisting in customer safety orientation
- Assessing risk management
- Conducting equipment logistics
learning_outcomes: T
session: Unit 14: Outbound Tourism – Travel To a Different Country
- Making common repairs
- Providing an overview of natural and cultural history
learning_outcomes: T
session: Unit 15: Safety & Security
First Aid -Tourist' health
learning_outcomes: T
session: Unit 15: Safety & Security
First Aid -Tourist' health
learning_outcomes: T
session: Unit 15: Safety & Security
Travel Insurance
learning_outcomes: T
session: 4 days field trip:
Outside the province in which the campus is located.
Day 1:
Thematic tour commentary and practice tour guide tasks such as airport procedures or hotel or restaurant check-in.
Practice the tourist site commentary (on-site). Features of a thematic visit. Technique for delivering commentary at a tourist site and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 1
Individual Presentation

Note: The trip is scheduled to take place after week 13, or during the semester on weekends or weekdays, provided it does not conflict with other classes of the students.
learning_outcomes: T
U
session: Field trip
Day 1: Thematic tour commentary and practice tour guide tasks such as airport procedures or hotel or restaurant check-in.
Practice the tourist site commentary (on-site). Features of a thematic visit. Technique for delivering commentary at a tourist site and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 1
Individual Presentation
learning_outcomes: T
U
session: Field trip
Day 2: Tour guide skills
- Delivering commentaries along the way (on the bus, at the lobby, at the restaurant)
- Taking care of tourists - Talking about daily life of a tourist group and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 2
Individual Presentation
learning_outcomes: T
U
session: Field trip
Day 2: Tour guide skills
- Delivering commentaries along the way (on the bus, at the lobby, at the restaurant)
- Taking care of tourists - Talking about daily life of a tourist group and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 2
Individual Presentation
learning_outcomes: T
U
session: Fieldtrip
Day 3: Tour guide skills
How to guide in the crowd – Group management principles
- Managing the group
- Considering including and excluding content in the tour guide's presentation/Speech and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 3
Individual Presentation
learning_outcomes: T
U
session: Fieldtrip
Day 3: Tour guide skills
How to guide in the crowd – Group management principles
- Managing the group
- Considering including and excluding content in the tour guide's presentation/Speech and practice airport procedures or hotel check-in procedures or restaurant procedures for the group on day 3
Individual Presentation
learning_outcomes: T
U
session: Fieldtrip
Day 4: Tour guide skills
Practice Tour - A attraction visit
Technique for delivering commentary with the staff at the attractions and practice hotel check-in procedures or restaurant procedures for the group on day 4.
Individual Presentation
learning_outcomes: T
U
session: Fieldtrip
Day 4: Tour guide skills
Practice Tour - A attraction visit
Technique for delivering commentary with the staff at the attractions and practice hotel check-in procedures or restaurant procedures for the group on day 4.
Individual Presentation
learning_outcomes: T
U
session: Review all units
learning_outcomes: T
session: Group Assignment: Presentation
learning_outcomes: U
session: Group Assignment: Presentation
learning_outcomes: U
session: Group Assignment: Presentation
learning_outcomes: U