Tourist guiding 2 (TTG321)
Vietnamese title: Nghiệp vụ hướng dẫn du lịch 2
Credits: 3
Prerequisites: TTG311

Description:
-Objective: To help students to apply learned knowledge and skills of tour guide to the fieldtrip that the class and lecturer will build up together; to develop the ability to evaluate effectively a tour program and practice the profession of tour guide.
-Description: The course focuses on the practical steps of: preparation before welcoming guests; building a professional image and attitude; work when receiving group documents; procedures for welcoming and dropping off guests; check-in procedures at hotels, restaurants, tourist attractions, airports, customs; skills in acquiring knowledge and conveying it to tourists; ability to observe and judge tourists' psychology; how to handle situations when going on a tour. The course also emphasizes the responsibility and ability to work under pressure of a tour guide. The course determines cheerleading skills, teambuilding skills, organizing games. The course guides students to prepare presentation on various themes.
Teaching method is to review theoretical knowledge from the subject TTG311 and practice tasks in a practical way by assigning roles to perform tour guide work on a simulated bus or field trip, etc.

Learning outcomes:
Carry out the process of receiving a tour from the company and clearly define the tasks and responsibilities of the tour guide during the trip.
List and perform the necessary preparations before the tour begins and during tour.
Practice airport procedures: assisting guests with check-in, baggage handling, and guiding them through security checkpoints.
Apply knowledge in real-life settings at hotels, restaurants, and tourist attractions: handling check-ins, meal orders, and sightseeing guidance.
Practice presentation and public speaking skills when introducing information to guests throughout the tour.
Practice designing team building programs, gala dinners, and conference coordination
Apply skills to handle real-life situations on tour.
Take notes, evaluate the tour experience, and reflect for continuous improvement in future trips.

Student tasks:
Students must attend at least 80% of contact slots in order to be accepted to the final examination.
Students must attend the whole fieldtrip in order to pass this course.
Student is responsible to do all distributed tasks, practical assignments given by instructor in class and on site, also submit on time the final report.
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
published_date: 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: Group assignment
type: on-going
weight: 30.0
duration: in class
question_type: CLO1,5,6
grading_guide: Practice tour guide tasks in team.
note: Choose 1 of the 2 following tasks: (Or the instructor has other options suitable for the subject's reality).
Practical Task 1: Team Building and Group Engagement Activities
Students will be divided into groups and assigned to organize team-building sessions, mini games, or other forms of group engagement activities aimed at enhancing group cohesion and participant morale.
Assessment Criteria (suggested):
• Planning and program design
• Budgeting and cost-effectiveness
• Creativity and engagement level
• Effectiveness of implementation
All activities must be planned and executed within a budget framework approved by the lecturer.
Assessment Deliverables: Program outline, budget plan, and implementation session (may be conducted in class or in the field, as directed by the lecturer).
Practical Task 2: Tour Design and Costing
Student groups are required to design a comprehensive tour program lasting 5 to 7 days, based on parameters specified by the lecturer (such as travel duration, route, number of tourists, and target market segment).
Required Components:
• Detailed tour itinerary and included/excluded services
• List of recommended restaurants and accommodation providers
• Accommodation and dining arrangements aligned with the needs of the target customers
• Complete pricing structure matching the listed services
• Presentation of the tour package
Assessment Criteria (suggested):
• Relevance and logic of the itinerary in relation to duration and target audience
• Appropriateness of selected services (accommodation, dining, attractions)
• Consistency and accuracy of cost estimates
• Quality of presentation and supporting materials
Assessment Deliverables: Written tour program, price quotation, service provider list (restaurants and hotels), and a group presentation. The lecturer may also apply alternative forms of evaluation depending on instructional goals.
category: Individual assignment
type: on-going
weight: 40.0
duration: in class
question_type: LO1,2,3,4,5,6,7
grading_guide: Practice some tour guide tasks learned in theory in this course.
note: Option 1: Guided Practical Assignments
As part of the course requirements, students are expected to engage in a series of guided practical exercises simulating the responsibilities of a professional tour guide. The following activities are compulsory:
• Practical Task 1: Simulated check-in and check-out procedures conducted at the school’s training hotel facility.
• Practical Task 2: Formal welcome of a tour group and introductory presentation of selected tourist attractions as assigned by the instructor.
• Practical Task 3: Delivery of guided commentary at designated tourist sites, including group farewell and formal tour conclusion procedures.
• Practical Task 4: Application of problem-solving skills through scenario-based exercises, reflecting real-life challenges faced by tour guides (as provided by the instructor).
Option 2: Additionally, based on practical circumstances, the instructor reserves the right to assign and evaluate individual exercises as part of the course assessment.
category: Participation
type: on-going
weight: 10.0
duration: during the whole session
question_type: All CLOs
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: Final exam
type: Final exam
weight: 20.0
duration: 40
question_type: All CLOs
no_question: Multiple choicesMarked by Computer
knowledge_and_skill: 30
grading_guide: concepts, basic tour guide knowledge, mini case
note: Computer

Schedule:
session: -Introduction to the course
-Assessment Instruction
-The instructor introduces students to AI integration activities as suggested in the attachment in the learning material.
Unit 1: Pre-Tour Preparation
The tour guide must maintain a proactive attitude.
Contact the representative of the tourist group.
learning_outcomes: IT
session: Unit 1: Pre-Tour Preparation (Cont.)
Communicate in advance with all service providers involved in the tour.
Collect all information related to the upcoming trip.
learning_outcomes: I
T
session: Unit 1: Pre-Tour Preparation (Cont.)
Review the complete tour budget and handle any necessary advance payments.
learning_outcomes: I
T
session: Unit 1: Pre-Tour Preparation (Cont.)
Prepare all required documents and logistical arrangements.
learning_outcomes: I
T
session: Unit 1: Pre-Tour Preparation (Cont.)
Receive the tour handover
learning_outcomes: I
T
session: Unit 1: Pre-Tour Preparation (Cont.)
Receive the tour handover
learning_outcomes: I
T
session: Unit 2: On Tour
Welcoming guests
Group activities
learning_outcomes: I
T
session: Unit 2: On Tour (Cont.)
Script on how to welcome guests and introduce yourself
learning_outcomes: I
T
session: Unit 2: On Tour (Cont.)
Procedures at restaurants
Procedures at hotels
learning_outcomes: I
T
session: Unit 2: On Tour (Cont.)
Drafting sample communication for check-in procedures at restaurants
learning_outcomes: I
T
session: Unit 2: On Tour (Cont.)
Drafting sample communication for check-in procedures at the hotel
Procedures at tourist attractions
learning_outcomes: I
T
session: Unit 2: On Tour (Cont.)
Drafting sample communication for procedures at tourist sites
learning_outcomes: I
T
session: Hotel Practice: Instructors guide students step by step through theory and practice.
Check-in Procedures
Guide to Checking Room Facilities
Guide to Services During Stay
Check-out Procedures
learning_outcomes: I
T
session: Hotel Practice: Instructors guide students step by step through theory and practice.
Check-in Procedures
Guide to Checking Room Facilities
Guide to Services During Stay
Check-out Procedures
learning_outcomes: I
T
session: Hotel Practice: students practice tasks
Individual assignment: Practical Task 1
learning_outcomes: U
session: Unit 3: Team Building and Gala Dinner
Team building activities
Gala dinner organization
Conference coordination
learning_outcomes: I
T
session: Unit 3: Team Building and Gala Dinner (Cont.)
How to design a team building program?
learning_outcomes: I
T
session: Unit 3: Team Building and Gala Dinner (Cont.)
How to create a gala dinner script?
learning_outcomes: I
T
session: Team Building Practice: Instructors guide students step by step through theory and practice.
Plan and script team building activities, mini games or talk shows
learning_outcomes: I
T
session: Team Building Practice: Instructors guide students step by step through theory and practice.
Plan and script team building activities, mini games or talk shows
learning_outcomes: I
T
session: Team Building Practice: Instructors guide students step by step through theory and practice.
Plan and script team building activities, mini games or talk shows
learning_outcomes: I
T
session: Unit 4: Procedures at Domestic and International Airports
Tasks to complete before welcoming guests
learning_outcomes: I
T
session: Unit 4: Procedures at Domestic and International Airports (Cont.)
Verify identification documents and flight tickets
Handle checked baggage and complete security screening
learning_outcomes: I
T
session: Unit 4: Procedures at Domestic and International Airports (Cont.)
Simulate the check-in process at a domestic airport
learning_outcomes: I
T
session: Unit 4: Procedures at Domestic and International Airports (Cont.)
Simulate the check-in process at an international airport
learning_outcomes: I
T
session: Airport Procedures and Immigration Formalities Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: I
T
session: Airport Procedures and Immigration Formalities Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: I
T
session: Airport Procedures and Immigration Formalities Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: I
T
session: Unit 5: Tour Commentary and Presentation
Basic principles of attitude and presentation style
How to prepare a tour commentary or presentation
learning_outcomes: I
T
session: Unit 5: Tour Commentary and Presentation (Cont.)
Sample presentations on specific topics
learning_outcomes: I
T
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: students practice tasks
Individual assignment: Practical Task 2
learning_outcomes: U
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: Instructors guide students step by step through theory and practice.
learning_outcomes: U
session: Tour Commentary and Presentation Practice: students practice tasks
Individual assignment: Practical Task 3
learning_outcomes: U
session: Unit 6: Situation Handling
Identify complaint types (technical, personal)
Answer inquiries using listening skills
learning_outcomes: I
T
session: Unit 6: Situation Handling (Cont.)
Identify crisis types (health, travel, human)
Provide appropriate solutions
learning_outcomes: I
T
session: Unit 6: Situation Handling (Cont.)
Scripts for Delivering Bad News
Scripts for Delivering Bad News for Specific Situations
learning_outcomes: I
T
session: On-Tour Situation Handling: Instructors guide students step by step through theory
learning_outcomes: I
T
session: On-Tour Situation Handling practice: Student practice
learning_outcomes: U
session: On-Tour Situation Handling: Student practice
Individual assignment: Practical Task 4
learning_outcomes: U
session: Unit 7: End-of-Tour Procedures
Thank guests and recap the trip
Farewell speech to guest
learning_outcomes: I
T
session: Unit 7: End-of-Tour Procedures (Cont.)
Escort guests and check luggage
learning_outcomes: I
T
session: Unit 7: End-of-Tour Procedures (Cont.)
Settle tour expenses with the company
learning_outcomes: I
T
session: Unit 8: Post-Tour Reflection and Self-Development
Understand guest feedback for the tour guide
learning_outcomes: I
T
session: Unit 8: Post-Tour Reflection and Self-Development
Acknowledge the guide's responsibilities
learning_outcomes: I
T
session: Unit 8: Post-Tour Reflection and Self-Development
Reflect and learn from experience
Upgrade personal and professional skills
learning_outcomes: I
T
session: Unit 8: Post-Tour Reflection and Self-Development
Reflect and learn from experience
Upgrade personal and professional skills
learning_outcomes: I
T
session: Group Assignment
learning_outcomes: U
session: Group Assignment
learning_outcomes: U
session: Group Assignment
learning_outcomes: U
session: Group Assignment
learning_outcomes: U
session: Group Assignment
learning_outcomes: U
session: Group Assignment
learning_outcomes: U
session: Review all units
learning_outcomes: T
U
session: Review all units
learning_outcomes: T
U
session: Review all units
From week 13: Field trip day 10: Tour Guiding Profession
10-day guided field study tour across Vietnam
learning_outcomes: T
U