For more information about these standards, certification and other training products, please contact the:

Saskatchewan Tourism Education Council
(Division of Tourism Saskatchewan)
321 - 4th Avenue
SASKATOON SK S7K 2L9
www.stec.com

Phone: 1-800-331-1529
(306) 933-5900
Fax: (306) 933-6250

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1. Describe Tourism Industry

• describe tourism industry
• identify importance of tourism
• describe your role as an ambassador
• outline guidelines for responsible tourism
  

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B. Professionalism

1. Be Professional

• be professional
• be service-oriented
• handle upgrades, comps and commissions
• maintain professional appearance
• manage own stress
• participate in professional develpment
• maintain positive working relationship with driver
• follow guidelines for cross-cultural awareness
• maintain positive working relationship with local tour guide
• respond to passengers with special needs
  

2. Follow Legislation

• identify importance of learning about legislation which applies to your job
• comply with municipal, regional and federal legislation applicable to your occupation/industry
  

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C. General Knowledge

1. Provide General Knowledge

• list sources of information
• identify types of information required for tour
• identify importance of developing and maintaining up-to-date informaiton file
• develop and maintain information file
• read map
  

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D. Presentation

1. Communicate Effectively

• communicate clearly
• be a good listener
• describe non-verbal communication
• answer questions
  

2. Prepare and Deliver Commentary

• develop commentary
• identify importance of tailoring commentary
• tailor commentary to passengers
• identify importance of using communication systems effectively
• deliver commentary
  

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E. Procedures

1. Prepare for Tour

• prepare for tour
• confirm reservations
  

2. Conduct Tour

• identify importance of adhering to itinerary
• adhere to itinerary
• describe importance of welcome and farewell gatherings
• identify informaiton to announce to passengers
• recognize special days or events
• co-operation with leader of pre-formed group
• check in at transportation terminals
• greet passengers
• check in at hotel
• check out of hotel
• use seat rotation
• keep track of passengers
• follow procedures at sites/stops
• handle international border crossings
• porvide directions and traffic information to driver
• sell optionals
• keep track of luggage
• conduct first day tour briefing
• follow guidelines for day-to-day tour management
• follow last day tour procedures
  

3. Manage Clerical Details of Tour

• exhibit clerical skills
• identify importance of completing tour report
• follow cash control and reporting procedures
  

 

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F. Problem Solving

1.Manage Difficult Situations

• assist passengers with locating lost items
• handle complaints
• respond to passenger's disruptive or undesirable behaviour
• solve problems
• respond to emergencies
• locate missing passenger
• assist sick or injured passenger
• handle bumping
• handle death of passenger
  

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