Escort and Guiding skills.ppt

.hk Escort and Guiding skills Yipsir (.hk) Briefing on gathering venue Airport General guiding techniques on the coach For tour escorts Seat arrangement principles and skill 「愈早報名，坐得愈前」(客人名單上是按報團日期順序排列的)。 老弱及有需要特別照顧者(如reconfirm時道某客人腿部扭傷或行動不便者) 編座前排。 年青情侶 或年青人可安排在較後排位置，他們通常會較易「話為」及喜歡坐於較後位置。 For security reason, do not assign seats of the first row on both sides and the middle seat of the last row. Seat rotation: pros and cons? 旅遊車座位表 (A) ─ 國內標準37座位 ?旅遊車座位表 ─ 香港直巴 (顯運 / 惠雍) 標準47座位 Microphone holding skill Standing position and posture In the middle of the Aisle Well-anchored yourself by the backing board that folds out in the aisle. Don’t rest your hand on the luggage rack inside the coach. Don’t stand on both sides of the upper floor. First-hand address skill (第一手咪技巧) “Good morning” “Can the last row hear me?” (sound testing skill, don’t blow or beat the mic) Welcome Self-introduction Wish a happy journey Brief / key points to note: “weather, meals and lodge, coach and caring on walking tour” (衣、食、住、行) Coach briefing Weather: four days weather forecast, proper clothing Meals: no. of meals, meal seating arrangement, table stands (display out if available) Lodge: name of hotel, standard, selling point Vehicle: coach no., display signs (front, sides and back) Walking tour: guide in the front, leader at the back Introduce and pass the mic. to the guide. 行程及膳宿安排- 範本 What going to do next? To check whether the following facilities are OK: Air-conditioner ventilation outlet Sun blinds Seats Seats’ handrails To adhere signs on both sides and at the back window of the coach Some other professional practical skills Drop down every request or opinions onto a notebook in front of customers. Report back to customers when your have followed up a request or complain. Be proactive to give information and offer recommendations instead of doing so passively when being asked. Be able to tell a few vivid stories, to play some games and to arrange programmes like watching videos