COMPETENCY-BASED

CURRICULUM

Sector:

Tourism
Qualification:

TOUR GUIDING SERVICES NC II

Technical Education and Skills Development Authority
East Service Road, South Superhighway, Taguig, Metro Manila
 COURSE DESIGN
TOUR GUIDING SERVICES NC II
 TABLE OF CONTENTS

A. COURSE DESIGN

B. MODULES OF ONSTRUCTION

Basic Competencies
Participate in Workplace Communication 1
Work in a Team Environment 8
Practice Career Professionalism 12
Practice Occupational Health and Safety 16

Common Competencies
Develop and Update Industry Knowledge 25
Observe Workplace Hygiene Procedures 28
Perform Computer Operations 33
Perform Workplace and Safety Practices 39
Provide Effective Customer Service 46

Core Competencies
Research information relevant to tour itinerary 57
Manage arrangements for visitors 62
Accompany and guide visitors in 71
accordance with the tour itinerary
 COURSE DESIGN

COURSE TITLE : TOUR GUIDING SERVICES – NC II

NOMINAL DURATION : 196 hours

QUALIFICATION : NC level II

COURSE DESCRIPTION : This course is designed to enhance the knowledge,

skills and attitudes of an individual in the field of
TOUR GUIDING SERVICES NC II such as
coordinating tour program/itinerary; guiding and
accompanying tourist in a locality in accordance with
industry standards. It covers It covers the basic,
common and core competencies.

ENTRY REQUIREMENTS : Trainees or students wishing to gain entry into this

course should possess the following requirements:

 can communicate by oral and written

language;
 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical
computation.

This list does not include specific institutional

requirements such as educational attainment,
appropriate work experience, and others that may be
required of the trainees by the school or training
center delivering the TVET program.

COURSE STRUCTURE:

UNIT OF LEARNING NO. OF

MODULE TITLE
COMPETENCY OUTCOME HOURS

BASIC

1. Participate in 1.1 Participating in 1.1.1 Obtain and 6

workplace workplace convey
communication communication workplace
information
1.1.2 Complete
relevant work
related
documents
1.1.3 Participate
in workplace
 meeting and
discussion
2. Work in a team 2.1 Working in a 2.1.1 Describe
environment team environment and identify
team role and
responsibility in
a team 3
2.1.2 Describe
work as a team
member

3. Practice career 3.1 Practicing 3.1.1 Integrate

professionalism career personal
professionalism objectives with
organizational
goals.
3.1.2 Set and
3
meet work
priorities.
3.1.3 Maintain
professional
growth and
development
4. Practice 4.1 Practicing 4.1.1 Evaluate hazard
occupational health occupational health and risks
and safety and safety 4.1.2 Control hazards
and risks
4.1.3 Maintain 6
occupational
health and
safety
awareness
COMMON

Develop and update 1.1 Developing 1.1.1 Identify and

industry knowledge and update industry access key
knowledge sources of
information on
the industry
1.1.2 Access,
apply and share
industry 2
information
1.1.3 Update
continuously
relevant
industry
knowledge
Observe workplace 2.1 Observing 2.1.1 Practice 2
hygiene procedures workplace hygiene personal
procedures grooming and
hygiene
2.1.2 Practice
safe and
 hygienic
handling,
storage and
disposal of food,
beverage and
materials

Perform computer 3.1 Performing 3.1.1 Identify and

operations computer operations explain the
functions,
general features
and capabilities
of both hardware
and software
3.1.2 Prepare and use
appropriate
hardware and
software
according to task
requirement 6
3.1.3 Use appropriate
devices and
procedures to
transfer files/data
3.1.4 Produce
accurate and
complete data
according to the
requirements
3.1.5 Maintain
computer system

Perform workplace and 4.1 Performing 4.1.1 Practice

safety practices workplace and safety workplace safety,
practices security and
hygiene systems,
processes and
operations
4.1.2 Respond
appropriately to
faults, problems 2
and emergency
situations in line
with enterprise
guidelines
4.1.3 Maintain safe
personal
presentation
standards
Provide effective customer 5.1 Providing 5.1.1 Apply effective 6
service effective customer verbal and non-
service verbal
 communication
skills to respond
to customer
needs
5.1.2 Provide prompt
and quality
service to
customer
5.1.3 Handle queries
promptly and
correctly in line
with enterprise
procedures
5.1.4 Handle
customer
complaints,
evaluation and
recommendatio
ns
5.1.5 Provide prompt
and quality
service to
customer
5.1.6 Handle queries
promptly and
correctly in line
with enterprise
procedures
5.1.7 Handle
customer
complaints,
evaluation and
recommendatio
ns
CORE

1.1.1 Source
1. Research 1.1 Research information information
information relevant relevant to tour 1.1.2 Arrange 40
to tour itinerary itinerary information

2. Manage 2.1. Manage 2.1.1 Perform pre- 60

Arrangements for Arrangements for arrivalchecks
Visitors Visitors 2.1.2 Manage tour
arrangements
2.1.3 Resolve
complaints and
other
emergencies
2.1.4 Perform post-
departure
 activities

3. Accompany and 3.1 Accompany and 3.1.1 Perform pre-

guide visitors in guide visitors in arrival activities
accordance with accordance with the 3.1.2 Guide tourist
the tour itinerary tour itinerary 3.1.3 Deliver
information and
commentaries
3.1.4 Resolve
complaints and
other
emergencies 60
3.1.5 Perform post
departure
activities
3.1.6 Develop tour
guide – tour
driver work
relationship
(teamwork)

TOTAL 196
RESOURCES:

FACILITIES
 Workshop
 Laboratory
 Audio-visual room
 Lecture room
 Storage/stock room

EQUIPMENT

 2 units Vehicle*
 1 unit Computer with internet connection & LCD projector
 2 units Two-way radio
 1 unit Mobile phone
 1 unit Telephone
 1 unit Fax Machine
 1 unit Camera
 1 unit Video camera
 1 unit Microphone
 1 unit Bullhorn
 2 sets First aid kit

*NOTE: Implementation of the training program can be made possible through a MOA
between the Training school and Industry for the use of the facilities. This is
in response to the limitations of schools due to high cost of equipment. Air-
conditioned vehicles can be hired on a per trip basis subject to requirement.

SUPPLIES

 Uniform (authorized tour service apparel)

 Whistle
 Hat
 Map
 Ballpen
 Calculator
 Pencil
 Record book
 Compass
 First aid kit
 Tour Guide Manual
 Mobile Phone

RESOURCES/MANUALS

 Schedules of airlines, shipping companies, bus and train

 Company policy
  Statutory regulations
 Updated/current year Map
 Updated Philippine travel Brochures
 Flyers & handouts of different topics of discussion
 Used airline tickets
 Current Itinerary of Domestic Travel
 Philippine Travel Guidebooks ie: Lonely Planet, Fodor”s Guide, Insight Guide, etc
 DOT updated regional situationer reports, statistics & marketing plan

ASSESSMENT METHODS:

 Written examination
 Practical Demonstration
 Direct observation
 Hands-on

COURSE DELIVERY:

 Group Discussion
 Demonstration
 Film Viewing
 Modular instruction
 Practical application
 Reporting
 Industry immersion
 E-learning

TRAINER QUALIFICATION (TQ II)

 Must be a holder of NC III or equivalent relevant qualification
 Must have undergone training on Training Methodology II (TM II) or equivalent
trainers’ training program
 Duly Licensed and DOT Accredited Tour Guide
 Must be computer-literate
 Must be physically and mentally fit
 *Must have at least 2 years job/industry experience

* Optional. Only when required by the hiring institution.

Reference: TESDA Board Resolution No. 2004 03

BASIC COMPETENCIES
TOUR GUIDING SERVICES NC II
 MODULES OF INSTUCTIONS

UNIT OF
PARTICIPATE IN WORKPLACE COMMUNICATION
COMPETENCY

CODE 500311105

MODULE TITLE PARTICIPATING IN WORKPLACE COMMUNICATION

MODULE DESCRIPTOR This module covers the knowledge, skills and attitudes
required to gather, interpret and convey information in
response to workplace requirements.

NOMINAL DURATION 6 hours

QUALIFICATION LEVEL NCII

PREREQUISITE Receive and Respond to workplace Communication.

(NCI)

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Obtain and convey workplace information

LO2. Participate in workplace meetings and discussions
LO3. Complete relevant work related documents

CBC Tour Guiding Services NC II -1-

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

ASSESSMENT CRITERIA

1. Specific and relevant information is accessed from appropriate sources

2. Effective questioning , active listening and speaking skills are used to gather
and convey information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non- verbal communication is used
5. Appropriate lines of communication with supervisors and colleagues are
identified and followed
6. Defined workplace procedures for the location and storage of information are
used
7. Personal interaction is carried out clearly and concisely

CONTENTS:

 Effective communication
 Different modes of communication
 Written communication
 Organizational policies
 Communication procedures and systems
 Technology relevant to the enterprise and the individual’s work responsibilities
 Follow simple spoken language
 Perform routine workplace duties following simple written notices
 Participate in workplace meetings and discussions
 Complete work related documents
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace requirements

CBC Tour Guiding Services NC II -2-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Suppliers
Projector  Memorandum
(optional)  Circular
 Overhead  Notice
Projector  Information
(optional) discussion
 Computer
 Printer Sample Storage:

 Manual filing
system
 Computer-based
filing system
 Personnel forms,
telephone
message forms,
safety reports
 Telephone
 Electronic and
two way radio

METHODOLOGIES:

Group discussion
Interaction

ASSESSMENT METHODS:

 Direct Observation
 Oral interview and written test

CBC Tour Guiding Services NC II -3-

LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

ASSESSMENT CRITERIA

1. Team meetings are attended on time

2. Own opinions are clearly expressed and those of others are listened to without
interruption
3. Meeting inputs are consistent with the meeting purpose and established
protocols
4. Workplace interactions are conducted in a courteous manner
5. Questions about simple routine workplace procedures and maters concerning
working conditions of employment are asked and responded to
6. Meetings outcomes are interpreted and implemented

CONTENTS:

 Effective communication
 Different modes of communication
 Written communication
 Organizational policies
 Communication procedures and systems
 Technology relevant to the enterprise and the individual’s work responsibilities
 Follow simple spoken language
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace requirements

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND
SUPPLIES & LEARNING
EQUIPMENT ACCESSORIE
MATERIALS MATERIALS
S
 LCD  Pen  Book
Projector  Paper s relating
(optional) to
 Overhead conductin
Projector g
(optional) meetings
 Computer
 Printer

CBC Tour Guiding Services NC II -4-

 METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Direct Observation
 Oral interview and written test

CBC Tour Guiding Services NC II -5-

LO3. COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRITERIA

1. Range of forms relating to conditions of employment are completed accurately

and legibly
2. Workplace data is recorded on standard workplace forms and documents
3. Basic mathematical processes are used for routine calculations
4. Errors in recording information on forms/ documents are identified and
properly acted upon
5. Reporting requirements to supervisor are completed according to
organizational guidelines

CONTENTS:

 Effective communication
 Different modes of communication
 Written communication
 Organizational policies
 Communication procedures and systems
 Technology relevant to the enterprise and the individual’s work responsibilities
 Follow simple spoken language
 Perform routine workplace duties following simple written notices
 Participate in workplace meetings and discussions
 Complete work related documents
 Estimate, calculate and record routine workplace measures
 Basic mathematical processes of addition, subtraction, division and
multiplication
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace requirements

CBC Tour Guiding Services NC II -6-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Suppliers
Projector  Memorandum
(optional)  Circular
 Overhead  Notice
Projector  Information
(optional) discussion
 Computer Sample Storage:
 Printer  Manual filing
system
 Computer-based
filing system
 Personnel forms,
telephone
message forms,
safety reports
 Telephone
 Electronic and
two way radio

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Direct Observation
 Oral interview and written test

CBC Tour Guiding Services NC II -7-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY
WORK IN TEAM ENVIRONMENT

MODULE TITLE WORKING IN A TEAM ENVIRONMENT

MODULE DESCRIPTOR This module covers the skills, knowledge and attitudes to
identify role and responsibility as a member of a team.

NOMINAL DURATION 3 hours

PREREQUISITE Teamwork (NCI)

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1: Describe team role and scope

LO2: Identify own role and responsibility within team
LO3: Work as a team member

CBC Tour Guiding Services NC II -8-

LO1. DESCRIBE TEAM ROLE AND SCOPE

ASSESSMENT CRITERIA:

1. The role and objective of the team is identified from available sources of
information
2. Team parameters, reporting relationships and responsibilities are identified from
team discussions and appropriate external sources

CONTENTS:

 Communication process
 Team structure
 Team roles
 Group planning and decision making
 Communicate appropriately, consistent with the culture of the workplace

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Pen
Projector  Paper
(optional)
 Overhead
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a simulated

workplace setting
 Assessment shall be observed while task are being undertaken
whether individually or in group

CBC Tour Guiding Services NC II -9-

LO2: IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN TEAM

ASSESSMENT CRITERIA:

1. Individual role and responsibilities within the team environment are identified
2. Roles and responsibility of other team members are identified and recognized
3. Reporting relationships within team and external to team are identified

CONTENTS:

 Communication process
 Team structure
 Team roles
 Group planning and decision making
 Communicate appropriately, consistent with the culture of the workplace

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Pen
Projector  Paper
(optional)
 Overhead
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a simulated

workplace setting
 Assessment shall be observed while task are being undertaken
whether individually or in group

CBC Tour Guiding Services NC II -10-

LO3. WORK AS A TEAM MEMBER

ASSESSMENT CRITERIA:

1. Effective and appropriate forms of communications used and interactions

undertaken with team members who contribute to known team activities and
objectives
2. Effective and appropriate contributions made to complement team activities and
objectives, based on individual skills and competencies and workplace context
3. Observed protocols in reporting using standard operating procedures
4. Contribute to the development of team work plans based on an understanding of
team’s role and objectives and individual competencies of the members.

CONTENTS:

 Communication process
 Team structure
 Team roles
 Group planning and decision making
 Communicate appropriately, consistent with the culture of the workplace

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Pen
Projector  Paper
(optional)
 Overhead
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a simulated

workplace setting
 Assessment shall be observed while task are being undertaken
whether individually or in group

CBC Tour Guiding Services NC II -11-

 MODULES OF INSTUCTIONS

UNIT OF
COMPETENCY PRACTICE CAREER PROFESSIONALISM

CODE 500311107

MODULE TITLE PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR This module covers the knowledge, skills and attitudes in
promoting career growth and advancement.

NOMINAL DURATION 3 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees will be able to:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities
LO3. Maintain professional growth and development

CBC Tour Guiding Services NC II -12-

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIAS

1. Personal growth and work plans are pursued towards improving the qualifications
set for the profession
2. Intra- and interpersonal relationships are maintained in the course of managing
oneself based on performance evaluation
3. Commitment to the organization and its goal is demonstrated in the performance
of duties

CONTENTS:

 Work values and ethics (Code of Conduct, Code of Ethics, etc.)

 Company policies
 Company operations, procedures and standards
 Fundamental rights at work including gender sensitivity
 Personal hygiene practices

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Compa
Projector ny policies
(optional)  Compa
 Overhead ny operations,
Projector procedures and
(optional) standards
 Computer
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a

simulated workplace setting
 Assessment shall be observed while task are being
undertaken whether individually or in group

CBC Tour Guiding Services NC II -13-

LO2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIAS

1. Competing demands are prioritized to achieve personal, team and organizational

goals and objectives.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments
3. Practices along economic use and maintenance of equipment and facilities are
followed as per established procedures

CONTENTS:

 Work values and ethics (Code of Conduct, Code of Ethics, etc.)

 Company policies
 Company operations, procedures and standards
 Fundamental rights at work including gender sensitivity
 Personal hygiene practices

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Comp
Projector any policies
(optional)  Comp
 Overhead any
Projector operations,
(optional) procedures
 Computer and standards
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a simulated

workplace setting
 Assessment shall be observed while task are being undertaken
whether individually or in group

CBC Tour Guiding Services NC II -14-

LO3: MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIAS

1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/received and demonstrated as proof of career
advancement
3. Licenses and/or certifications relevant to job and career are obtained and
renewed

CONTENTS:

 Work values and ethics (Code of Conduct, Code of Ethics, etc.)

 Company policies
 Company operations, procedures and standards
 Fundamental rights at work including gender sensitivity
 Personal hygiene practices

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Comp
Projector any policies
(optional)  Comp
 Overhead any
Projector operations,
(optional) procedures
 Computer and standards
 Printer

METHODOLOGIES:

 Group discussion
 Interaction

ASSESSMENT METHODS:

 Competency may be assessed in workplace or in a

simulated workplace setting
 Assessment shall be observed while task are being
undertaken whether individually or in group

CBC Tour Guiding Services NC II -15-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES

CODE 500311108

MODULE TITLE PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES

MODULE DESCRIPTOR This module covers the outcomes required to comply with
regulatory and organizational requirements for occupational
health and safety.

NOMINAL DURATION 6 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Identify hazards and risks

LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain OHS awareness

CBC Tour Guiding Services NC II -16-

LO 1. IDENTIFY HAZARDS AND RISKS

ASSESSMENT CRITERIAS

1. Safety regulations and workplace safety and hazard control practices and
procedures are clarified and explained based on organization procedures
2. Hazards/risks in the workplace and their corresponding indicators are
identified to minimize or eliminate risk to co-workers, workplace and
environment in accordance with organization procedures
3. Contingency measures during workplace accidents, fire and other
emergencies are recognized and established in accordance with
organization procedures

CONTENTS:

OHS procedures and practices and regulations

PPE types and uses
Personal hygiene practices
Hazards/risks identification and control
Threshold Limit Value -TLV
OHS indicators
Organization safety and health protocol
Safety consciousness
Health consciousness
Practice of personal hygiene
Hazards/risks identification and control skills
Interpersonal skills
Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves
(optional)  Goggles  Clean Air Act
 Overhead  Hair  Building
Projector Net/cap/bonnet code
(optional)  Face  National
 Computer mask/shield Electrical
 Printer  Ear muffs and Fire
 Apron/Gown/ Safety
coverall/jump Codes
suit  Waste
 Anti-static management
suits statutes and
rules
 Philippine
Occupational

CBC Tour Guiding Services NC II -17-

 Safety and
Health
Standards
 DOLE
regulations
on safety
legal
requirements
 ECC
regulations
 Standard
operating
procedures
of property
 Risk
management
manual

METHODOLOGIES:

Lecture
Demonstration
Role-play
Simulation

ASSESSMENT METHODS:

Portfolio Assessment
Interview
Case Study/Situation

CBC Tour Guiding Services NC II -18-

LO2. EVALUATE HAZARDS AND RISKS

ASSESSMENT CRITERIAS

1. Terms of maximum tolerable limits which when exceeded will result in harm or
damage are identified based on threshold limit values (TLV)
2. Effects of the hazards are determined
3. OHS issues and/or concerns and identified safety hazards are reported to
designated personnel in accordance with workplace requirements and relevant
workplace OHS legislation

CONTENTS:

OHS procedures and practices and regulations

PPE types and uses
Personal hygiene practices
Hazards/risks identification and control
Threshold Limit Value -TLV
OHS indicators
Organization safety and health protocol
Safety consciousness
Health consciousness
Practice of personal hygiene
Hazards/risks identification and control skills
Interpersonal skills
Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves
(optional)  Goggles  Clean Air Act
 Overhead  Hair  Building
Projector Net/cap/bonnet code
(optional)  Face  National
 Computer mask/shield Electrical
 Printer  Ear muffs and Fire
 Apron/Gown/ Safety
coverall/jump Codes
suit  Waste
 Anti-static management
suits statutes and
rules
 Philippine
Occupational
Safety and
Health

CBC Tour Guiding Services NC II -19-

 Standards
 DOLE
regulations
on safety
legal
requirements
 ECC
regulations
 Standard
operating
procedures
of property
 Risk
management
manual

METHODOLOGIES:

Lecture
Demonstration
Role-play
Simulation

ASSESSMENT METHODS:

Portfolio Assessment
Interview
Case Study/Situation

CBC Tour Guiding Services NC II -20-

LO3. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIAS

1. Occupational Health and Safety (OHS) procedures for controlling

hazards/risks in workplace are consistently followed
2. Procedures for dealing with workplace accidents, fire and emergencies are
followed in accordance with organization OHS policies
3. Personal protective equipment (PPE) is correctly used in accordance with
organization OHS procedures and practices
4. Appropriate assistance is provided in the event of a workplace emergency
in accordance with established organization protocol

CONTENTS:

OHS procedures and practices and regulations

PPE types and uses
Personal hygiene practices
Hazards/risks identification and control
Threshold Limit Value -TLV
OHS indicators
Organization safety and health protocol
Safety consciousness
Health consciousness
Practice of personal hygiene
Hazards/risks identification and control skills
Interpersonal skills
Communication skills

CBC Tour Guiding Services NC II -21-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves  Clean Air Act
(optional)  Goggles  Building code
 Overhead  Hair  National
Projector Net/cap/bonnet Electrical and
(optional)  Face Fire Safety
 Computer mask/shield Codes
 Printer  Ear muffs  Waste
 Apron/Gown/ management
coverall/jump statutes and
suit rules
 Anti-static  Philippine
suits Occupational
Safety and
Health
Standards
 DOLE
regulations on
safety legal
requirements
 ECC
regulations
 Standard
operating
procedures of
property
 Risk
management
manual

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Portfolio Assessment
 Interview
 Case Study/Situation

CBC Tour Guiding Services NC II -22-

LO4. MAINTAIN OHS AWARENESS

ASSESSMENT CRITERIAS

1. Emergency-related drills and trainings are participated in as per established

organization guidelines and procedures
2. OHS personal records are completed and updated in accordance with workplace
requirements

CONTENTS:

 OHS procedures and practices and regulations

 PPE types and uses
 Personal hygiene practices
 Hazards/risks identification and control
 Threshold Limit Value -TLV
 OHS indicators
 Organization safety and health protocol
 Safety consciousness
 Health consciousness
 Practice of personal hygiene
 Hazards/risks identification and control skills
 Interpersonal skills
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves  Clean Air Act
(optional)  Goggles  Building code
 Overhead  Hair  National
Projector Net/cap/bonnet Electrical and
(optional)  Face Fire Safety
 Computer mask/shield Codes
 Printer  Ear muffs  Waste
 Apron/Gown/ management
coverall/jump statutes and
suit rules
 Anti-static  Philippine
suits Occupational
Safety and
Health
Standards
 DOLE
regulations on
safety legal
requirements
CBC Tour Guiding Services NC II -23-
  ECC
regulations
 Standard
operating
procedures of
property
 Risk
management
manual

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Portfolio Assessment
 Interview
 Case Study/Situation

CBC Tour Guiding Services NC II -24-

COMMON COMPETENCIES
TOUR GUIDING SERVICES NC II
 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

CODE TRS311201

MODULE TITLE DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR This module covers the outcomes required to comply with
regulatory and organizational requirements for occupational
health and safety.

NOMINAL DURATION 2 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Seek information on the industry

LO2. Update industry knowledge

CBC Tour Guiding Services NC II -25-

LO1. SEEK INFORMATION ON THE INDUSTRY

ASSESSMENT CRITERIAS

1 Sources of information on the industry are correctly identified and accessed

2 Information to assist effective work performance is obtained in line with job
requirements
3 Specific information on sector of work is accessed and updated
4 Industry information is correctly applied to day-to-day work activities

CONTENTS:

 Time management
 Ready skills needed to access industry information
 Basic competency skills needed to access the internet
 Overview of quality assurance in the industry
 Role of individual staff members
 Industry information sources

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  media
Projector  reference books
(optional)  libraries
 Overhead  unions
Projector  industry
(optional) associations
 Computer  industry journals
 Printer  internet
 personal
observation and
experience

METHODOLOGIES:

 Lecture
 Group Discussion
 Individual/Group Assignment

ASSESSMENT METHODS:

 Interview/questions
 Practical demonstration
 Portfolio of industry information related to trainee’s work

CBC Tour Guiding Services NC II -26-

LO2. UPDATE INDUSTRY KNOWLEDGE

ASSESSMENT CRITERIAS

1. Informal and/or formal research is used to update general knowledge of the

industry
2. Updated knowledge is shared with customers and colleagues as appropriate and
incorporated into day-to-day working activities

CONTENTS:

 Time management
 Ready skills needed to access industry information
 Basic competency skills needed to access the internet
 Overview of quality assurance in the industry
 Role of individual staff members
 Industry information sources

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  media
Projector  reference books
(optional)  libraries
 Overhead  unions
Projector  industry
(optional) associations
 Computer  industry journals
 Printer  internet
 personal
observation and
experience

METHODOLOGIES:

 Lecture
 Group Discussion
 Individual/Group Assignment

ASSESSMENT METHODS:

 Interview/questions
 Practical demonstration
 Portfolio of industry information related to trainee’s work

CBC Tour Guiding Services NC II -27-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY OBSERVE WORKPLACE HYGIENE PROCEDURES

CODE TRS311202

MODULE TITLE OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE DESCRIPTOR This module deals with the knowledge, skills and attitudes in
observing workplace hygiene procedures. It includes following
hygiene procedures and identifying and preventing hygiene
risks.

NOMINAL DURATION 2 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Follow hygiene procedures

LO2. Identify and prevent hygiene risks

CBC Tour Guiding Services NC II -28-

LO1. FOLLOW HYGIENE PROCEDURES

ASSESSMENT CRITERIAS

1. Workplace hygiene procedures are implemented in line with enterprise and legal
requirements
2. Handling and storage of items are undertaken in line with enterprise and legal
requirements

CONTENTS:

 Typical hygiene and control procedures in the hospitality and tourism industries
 Overview of legislation and regulation in relation to food handling, personal and
general hygiene
 Knowledge on factors which contribute to workplace hygiene problems
 General hazards in handling of food, linen and laundry and garbage, including
major causes of contamination and cross-infection
 Sources of and reasons for food poisoning
 Ability to follow correct procedures and instructions
 Ability to handle operating tools/ equipment
 Application to hygiene principles

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves
(optional)  Goggles  Clean Air Act
 Overhead  Hair  Building code
Projector Net/cap/bonnet  National
(optional)  Face Electrical and
 Computer mask/shield Fire Safety
 Printer  Ear muffs Codes
 Apron/Gown/  Waste
coverall/jump management
suit statutes and
 Anti-static rules
suits  Philippine
Occupational
Safety and
Health
Standards
 DOLE
regulations on
safety legal
requirements
 ECC regulations
CBC Tour Guiding Services NC II -29-
  Standard
operating
procedures of
property
 Risk
management
manual

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -30-

LO2. IDENTIFY AND PREVENT HYGIENE RISKS

ASSESSMENT CRITERIAS

1. Potential hygiene risks are identified in line with enterprise procedures

2. Action to minimize and remove risks are taken within scope of individual
responsibility of enterprise/legal requirements
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up

CONTENTS:

 Typical hygiene and control procedures in the hospitality and

tourism industries
 Overview of legislation and regulation in relation to food handling,
personal and general hygiene
 Knowledge on factors which contribute to workplace hygiene
problems
 General hazards in handling of food, linen and laundry and
garbage, including major causes of contamination and cross-
infection
 Sources of and reasons for food poisoning
 Ability to follow correct procedures and instructions
 Ability to handle operating tools/ equipment
 Application to hygiene principles

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Mask Books relating to:
Projector  Gloves
(optional)  Goggles  Clean Air Act
 Overhead  Hair  Building code
Projector Net/cap/bonnet  National
(optional)  Face Electrical and
 Computer mask/shield Fire Safety
 Printer  Ear muffs Codes
 Apron/Gown/  Waste
coverall/jump management
suit statutes and
 Anti-static rules
suits  Philippine
Occupational
Safety and
Health
Standards
CBC Tour Guiding Services NC II -31-
  DOLE
regulations on
safety legal
requirements
 ECC regulations
 Standard
operating
procedures of
property
 Risk
management
manual

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -32-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY PERFORM COMPUTER OPERATIONS

CODE TRS311203

MODULE TITLE PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTOR This module covers the knowledge, skills and attitudes and
values needed to perform computer operations which includes
inputting, accessing, producing and transferring data using the
appropriate hardware and software

NOMINAL DURATION 6 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Plan and prepare for task to be undertaken

LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems

CBC Tour Guiding Services NC II -33-

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN

ASSESSMENT CRITERIAS

1. Requirements of task are determined

2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Relevant types of software
 OH & S principles and responsibilities
 Reading skills required to interpret work instruction
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Computer
Projector books and
(optional) CDs
 Overhead
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -34-

LO2. INPUT DATA INTO COMPUTER

ASSESSMENT CRITERIAS

1. Data are entered into the computer using appropriate program/application in

accordance with company procedures
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures
3. Inputted data are stored in storage media according to requirements
4. Work is performed within ergonomic guidelines

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Relevant types of software
 General security
 Viruses
 OH & S principles and responsibilities
 Reading skills required to interpret work instruction
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD Projector  Computer
(optional) books and
 Overhead Projector CDs
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -35-

LO3. ACCESS INFORMATION USING COMPUTER

ASSESSMENT CRITERIAS

1. Correct program/application is selected based on job requirements

2. Program/application containing the information required is accessed
according to company procedures
3. Desktop icons are correctly selected, opened and closed for navigation
purposes
4. Keyboard techniques are carried out in line with OH & S requirements for
safe use of keyboards

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Relevant types of software
 General security
 Viruses
 OH & S principles and responsibilities
 Calculating computer capacity
 Reading skills required to interpret work instruction
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING
EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD Projector  Computer
(optional) books and
 Overhead Projector CDs
(optional)
 Computer
 Printer

METHODOLOGIES:
 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -36-

LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM

ASSESSMENT CRITERIAS

1. Entered data are processed using appropriate software commands

2. Data are printed out as required using computer hardware/peripheral
devices in accordance with standard operating procedures
3. Files and data are transferred between compatible systems using
computer software, hardware/ peripheral devices in accordance with
standard operating procedures

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Relevant types of software
 General security
 Viruses
 OH & S principles and responsibilities
 Calculating computer capacity
 Reading skills required to interpret work instruction
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD Projector  Computer
(optional) books and
 Overhead Projector CDs
(optional)
 Computer
 Printer

METHODOLOGIES:
 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -37-

LO5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

ASSESSMENT CRITERIAS

1. Systems for cleaning, minor maintenance and replacement of consumables are

implemented
2. Procedures for ensuring security of data, including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Relevant types of software
 General security
 Viruses
 OH & S principles and responsibilities
 Calculating computer capacity
 Reading skills required to interpret work instruction
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD Projector  Computer
(optional) books and
 Overhead CDs
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:
 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -38-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY PERFORM WORKPLACE AND SAFETY PRACTICES

CODE TRS311204

MODULE TITLE PERFORMING WORKPLACE AND SAFETY PRACTICES

MODULE DESCRIPTOR This MODULE deals with the knowledge, skills and attitudes in
following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal presentation standards.

NOMINAL DURATION 2 HOURS

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards

CBC Tour Guiding Services NC II -39-

LO1. FOLLOW WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND SECURITY
PRACTICES

ASSESSMENT CRITERIAS
1. Correct health, safety and security procedures are followed in line with legislation,
regulations and enterprise procedures
2. Breaches of health, safety and security procedures are identified and reported in
line with enterprise procedure
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedure

CONTENTS:

 Interpersonal skills
 Good working attitude
 Workplace health, safety and security procedures
 Emergency procedures
 Personal presentation
 Safety Practices
 Proper disposal of garbage
 Practice safety measures
 5S Implementation
 Ability to make decision
 Time management
 Ability to offer alternative steps
 Care in handling and operating equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Computer
Projector books and
(optional) CDs
 Overhead
Projector
(optional)
 Computer
 Printer

CBC Tour Guiding Services NC II -40-

 METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -41-

LO2. DEAL WITH EMERGENCY SITUATIONS

ASSESSMENT CRITERIAS

Emergency and potential emergency situations are recognized and appropriate

action are taken within individual’s scope of responsibility
Emergency procedures are followed in line with enterprise procedures
Assistance is sought from colleagues to resolve or respond to emergency situations
Details of emergency situations are reported in line with enterprise procedures

CONTENTS:

 Interpersonal skills
 Good working attitude
 Workplace health, safety and security procedures
 Emergency procedures
 Personal presentation
 Safety Practices
 Proper disposal of garbage
 Practice safety measures
 5S Implementation
 Ability to make decision
 Time management
 Ability to offer alternative steps
 Care in handling and operating equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Computer
Projector books and
(optional) CDs
 Overhead
Projector
(optional)
 Computer
 Printer

CBC Tour Guiding Services NC II -42-

 METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration

CBC Tour Guiding Services NC II -43-

LO 3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

ASSESSMENT CRITERIAS

1. Safe personal standards are identified and followed in line with enterprise
requirements

CONTENTS:

 Interpersonal skills
 Good working attitude
 Workplace health, safety and security procedures
 Emergency procedures
 Personal presentation
 Safety Practices
 Proper disposal of garbage
 Practice safety measures
 5S Implementation
 Ability to make decision
 Time management
 Ability to offer alternative steps
 Care in handling and operating equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES & LEARNING

EQUIPMENT
ACCESSORIES MATERIALS MATERIALS
 LCD  Computer
Projector books and
(optional) CDs
 Overhead
Projector
(optional)
 Computer
 Printer
METHODOLOGIES:

 Lecture
 Group Discussion
 Tutorial or self-pace

ASSESSMENT METHODS:

 Observation
 Questioning
 Practical demonstration
CBC Tour Guiding Services NC II -44-
CBC Tour Guiding Services NC II -45-
 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY PROVIDE EFFECTIVE CUSTOMER SERVICE

CODE TRS311205

MODULE TITLE PROVIDING EFFECTIVE CUSTOMER SERVICE

MODULE DESCRIPTOR This module deals with the knowledge, skills and attitudes in
providing effective customer service. It includes greeting customer,
identifying customer needs, delivering service to customer,
handling queries through telephone, fax machine, internet and
email and handling complaints, evaluation and recommendation.

NOMINAL DURATION 6 hours

PREREQUISITE Trainees or students should possess the following requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Greet customer

LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations

CBC Tour Guiding Services -46-

LO1. GREET CUSTOMER

ASSESSMENT CRITERIA

1. Guests are greeted in line with enterprise procedure

2. Verbal and non-verbal communications are appropriate to the given situation
3. Non verbal communication of customer is observed responding to customer
4. Sensitivity to cultural and social differences is demonstrated

CONTENTS:
 Communication
 Interactive communication with others
 Interpersonal skills/ social graces with sincerity
 Safety Practices
 Safe work practices
 Personal hygiene
 Attitude
 Attentive, patient and cordial
 Eye-to-eye contact
 Maintain teamwork and cooperation
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication process
 Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CBC Tour Guiding Services NC II -47-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Books and Videos
Projector relating to customer
(optional) service and service
 Overhead philosophy
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -48-

LO2. IDENTIFY CUSTOMER NEEDS

ASSESSMENT CRITERIA

1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified
2. Customer needs are assessed for urgency so that priority for service delivery can be
identified
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where appropriate,
assistance is sought from supervisor

CONTENTS:

 Communication
 Interactive communication with others
 Interpersonal skills/ social graces with sincerity
 Safety Practices
 Safe work practices
 Personal hygiene
 Attitude
 Attentive, patient and cordial
 Eye-to-eye contact
 Maintain teamwork and cooperation
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication process
 Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CBC Tour Guiding Services NC II -49-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Books and Videos
Projector relating to customer
(optional) service and service
 Overhead philosophy
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:
 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -50-

LO3. DELIVER SERVICE TO CUSTOMER

ASSESSMENT CRITERIA

1. Customer needs are promptly attended to in line with enterprise procedure

2. Appropriate rapport is maintained with customer to enable high quality service
delivery
3. Opportunity to enhance the quality of service and products are taken wherever
possible

CONTENTS:
 Communication
 Interactive communication with others
 Interpersonal skills/ social graces with sincerity
 Safety Practices
 Safe work practices
 Personal hygiene
 Attitude
 Attentive, patient and cordial
 Eye-to-eye contact
 Maintain teamwork and cooperation
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication process
 Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CBC Tour Guiding Services NC II -51-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Books and Videos
Projector relating to customer
(optional) service and service
 Overhead philosophy
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -52-

LO4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND EMAIL

ASSESSMENT CRITERIA

1. Use telephone, computer, fax machine, internet efficiently to determine customer

requirements
2. Queries/ information are recorded in line with enterprise procedure
3. Queries are acted upon promptly and correctly in line with enterprise procedure

CONTENTS:
 Communication
 Interactive communication with others
 Interpersonal skills/ social graces with sincerity
 Safety Practices
 Safe work practices
 Personal hygiene
 Attitude
 Attentive, patient and cordial
 Eye-to-eye contact
 Maintain teamwork and cooperation
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication process
 Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CBC Tour Guiding Services NC II -53-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Books and Videos
Projector relating to customer
(optional) service and service
 Overhead philosophy
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -54-

LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS

ASSESSMENT CRITERIA

1. Guests are greeted with a smile and eye-to-eye contact

2. Responsibility for resolving the complaint is taken within limit of responsibility
3. Nature and details of complaint are established and agreed with the customer
4. Appropriate action is taken to resolve the complaint to the customers satisfaction
wherever possible

CONTENTS:
 Communication
 Interactive communication with others
 Interpersonal skills/ social graces with sincerity
 Safety Practices
 Safe work practices
 Personal hygiene
 Attitude
 Attentive, patient and cordial
 Eye-to-eye contact
 Maintain teamwork and cooperation
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication process
 Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CBC Tour Guiding Services NC II -55-

 CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Books and Videos
Projector relating to customer
(optional) service and service
 Overhead philosophy
Projector
(optional)
 Computer
 Printer

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

CBC Tour Guiding Services NC II -56-

 CORE COMPETENCIES
TOUR GUIDING SERVICES NC II

CBC Tour Guiding Services NC II -57-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY RESEARCH INFORMATION RELEVANT TO TOUR

ITINERARY

MODULE TITLE RESEARCHING INFORMATION RELEVANT TO TOUR

ITINERARY

MODULE DESCRIPTOR This module deals with the knowledge, skills and attitudes
required to access and research information for developing and
completing the itinerary of the tour package. The tour guide
always undertakes this competency whenever the itinerary
includes extra-ordinary sites and sights

NOMINAL DURATION 40 hours

PREREQUISITE Trainees or students wishing to gain entry into this course

should possess the following requirements:

 can communicate by oral and written language;

 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Source information

LO2. Arrange information

CBC Tour Guiding Services -57-

LO1. SOURCE INFORMATION

ASSESSMENT CRITERIAS

1. Sites and sights are identified in consultation with other tour guides, colleagues
and company officials
2. Research sources and appropriate methodologies are selected based on client
requirements
3. Sites and sights are assessed for visitor suitability including:
a. accessibility
b. features, benefits and significance
c. environmental impact; historical value
d. cost and profit potential and economic contribution
4. Appropriate commentary and tour scripts are prepared based on research
conducted.
5. Commentary and tour scripts that are acceptable to the visitors, without political
or religious attachments, are developed

CONTENTS:

 Knowledge of the components of a tour product

 Working knowledge of the visitor’s profile
 Local regulations and their impact on the tour itinerary
 Industry practices relevant to sites and sights
 Knowledge of the visitors’ interest in relation to the tour itinerary
 Industry practices in the packaging of tour products as appropriate to different
sectors
 Use of electronic resources for research
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND
SUPPLIES &
EQUIPMENT ACCESSORIE LEARNING MATERIALS
MATERIALS
S
 LCD  Uniform  Schedules of airlines,
Projector (authorized shipping companies, bus and
(optional) tour service train
 Overhea apparel)  Company policy
d Projector  Whistle  Statutory regulations
(optional)  Hat
 Comput  Map  Updated/current year Map
er  Ballpen  Updated Philippine travel
 Printer  Calculator Brochures
 Teleph  Pencil  Flyers & handouts of
one / two  Record different topics of discussion
– way book  Used airline tickets
radio  Compass  Current Itinerary of Domestic
 Fax  First aid kit Travel

CBC Tour Guiding Services NC II -58-

 Camer  Tour Guide  Philippine Travel
a Manual Guidebooks ie: Lonely Planet,
 Video Fodor”s Guide, Insight Guide,
Camera etc
 Microp  DOT updated regional
hone situationer reports, statistics &
 Bullhor marketing plan
n  Check-in and check-out
 First procedures
Aid Kit o Transportation
 Mobile
company
Phone
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Demonstration on how to plan and conduct a tour visit to a sites and sights
 Observation of the delivery process through simulation or actual performance
 Review of portfolios of evidence
 Third party workplace reports of on-the-job performance

CBC Tour Guiding Services NC II -59-

LO2. ARRANGE INFORMATION

ASSESSMENT CRITERIAS

1. Tour scripts are developed in accordance with requirements of specific

visitors
2. Multiple components to create maximum value and interest are combined and
integrated
3. Information researched is filed in a logical manner
4. Company officials are informed of changes in costs of tour components taking
into consideration key financial factors
5. Revised costs structures to include full details of all changes, inclusions,
exclusions and add -ons are presented to company officials
6. Programs in response to feedback from visitors/colleagues are reviewed and
adjusted
7. Legal requirements are checked and incorporated based on national and
local statutes
8. Tour script and itinerary are presented to appropriate authorities for approval
prior to implementation

CONTENTS:

 Pro-actively sourced and wrote a range of scripts on different sites and

sights
 Use of electronic resources for writing
 Costing Principles
 Technical writing skills
 Communication skills

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Unifor  Schedules of airlines,
Projector m shipping companies, bus
(optional) (authoriz and train
 Overhea ed tour  Company policy
d Projector service  Statutory regulations
(optional) apparel)
 Comput  Whistl  Updated/current year
er e Map
 Printer  Hat  Updated Philippine
 Teleph  Map travel Brochures
one / two  Ballpe  Flyers & handouts of
different topics of

CBC Tour Guiding Services -60-

 – way n discussion
radio  Calcul  Used airline tickets
 Fax ator  Current Itinerary of
 Camer  Pencil Domestic Travel
a  Recor
 Video d book  Philippine Travel
Camera  Comp Guidebooks ie: Lonely
 Microp ass Planet, Fodor”s Guide,
hone  First Insight Guide, etc
 Bullhor aid kit  DOT updated regional
n  Tour situationer reports,
 First Guide statistics & marketing plan
Aid Kit Manual  Check-in and check-out
 Mobile procedures
Phone o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Demonstration on how to plan and conduct a tour visit to a sites and sights
 Observation of the delivery process through simulation or actual
performance
 Review of portfolios of evidence
 Third party workplace reports of on-the-job performance

CBC Tour Guiding Services NC II -61-

 MODULES OF INSTUCTIONS

UNIT OF
COMPETENCY MANAGE ARRANGEMENTS FOR VISITORS

MODULE TITLE MANAGING ARRANGEMENTS FOR VISITORS

MODULE DESCRIPTOR This module covers the knowledge, skills, and attitude
required for managing the tour arrangements included
in the tour itinerary and making provisions for additional
changes and revisions as contracted by a tour operator
or tour organizer.

NOMINAL DURATION 60 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and written

language;
 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical computation.

LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Perform pre-arrival checks

LO2. Manage tour arrangements
LO3. Resolve complaints and other emergencies
LO4. Perform post-departure activities

CBC Tour Guiding Services NC II -62-

LO1. PERFORM PRE-ARRIVAL CHECKS

ASSESSMENT CRITERIAS

1. Inclusions of the tour itinerary are determined as to client requirements

2. Tours components that are for the visitors’ personal account are determined
base on enterprise policy
3. Reserved tour components are verified and changes effected as necessary

CONTENTS:

 Pre – arrival checks

 Resolving complaints and other emergencies
 Check-in and check-out procedures
o Transportation company
o Lodging establishment
 Standard Operating Procedures
o Transportation company
o Lodging establishment
o Other visitor-related establishments
 Room ratings and the schedules of airlines ,shipping companies, bus / train
companies
 English language–fluency and effective communication skills
 Use of telephone, fax and two – way radio
 Sensitivity to both Filipino mentality and foreign mentalities
 Safety and Sanitation
 Risk Management and emergency procedures

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authoriz shipping companies, bus
(optional) ed tour and train
 Overhea service  Company policy
d Projector apparel)  Statutory regulations
(optional)  Whistle
 Comput  Updated/current year
 Hat Map
er
 Printer  Map  Updated Philippine
 Telephone  Ballpen travel Brochures
/ two –  Calculato  Flyers & handouts of
way radio r different topics of
 Fax  Pencil discussion

CBC Tour Guiding Services NC II -63-

 Camera  Record  Used airline tickets
 Video book  Current Itinerary of
Camera  Compass Domestic Travel
 Micropho  First aid  Philippine Travel
ne kit Guidebooks ie: Lonely
 Bullhorn
 Tour Planet, Fodor”s Guide,
 First Aid
Guide Insight Guide, etc
Kit
Manual  DOT updated regional
 Mobile situationer reports,
Phone statistics & marketing
plan
 Check-in and check-
out procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information relevant

the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -64-

LO2. MANAGE TOUR ARRANGEMENTS

ASSESSMENT CRITERIAS

1. Delivery of tour components are supervised in accordance with tour

arrangements
2. Compliance of suppliers of reserved tour components are checked
3. Proper accounting of money paid or accounts dues to and from visitors and/or
suppliers are conducted base on enterprise procedures
4. Relevant information on the suppliers services, amenities and facilities is
provided
5. Optional visitors’ request from the suppliers are facilitated
6. Visitors are politely reminded to pay for all expenses of a personal nature

CONTENTS:

 Managed tour arrangements

 Resolving complaints and other emergencies
 Check-in and check-out procedures
o Transportation company
o Lodging establishment
 Standard Operating Procedures
o Transportation company
o Lodging establishment
o Other visitor-related establishments
 Room ratings and the schedules of airlines ,shipping companies, bus / train
companies
 English language–fluency and effective communication skills
 Use of telephone, fax and two – way radio
 Sensitivity to both Filipino mentality and foreign mentalities
 Safety and Sanitation
 Risk Management and emergency procedures

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND
SUPPLIES &
EQUIPMENT ACCESSORI LEARNING MATERIALS
MATERIALS
ES
 LCD  Uniform  Schedules of airlines,
Projector (authorized shipping companies, bus and
(optional) tour train
 Overhe service  Company policy
ad apparel)  Statutory regulations
Projector  Whistle
(optional)  Updated/current year Map
 Hat  Updated Philippine travel
 Comput

CBC Tour Guiding Services NC II -65-

 er  Map Brochures
 Printer  Ballpen  Flyers & handouts of
 Telephon different topics of discussion
 Calculator
e / two –
 Pencil  Used airline tickets
way radio
 Fax  Record  Current Itinerary of
 Camera book Domestic Travel
 Video  Compass  Philippine Travel
Camera  First aid kit Guidebooks ie: Lonely
 Micropho Planet, Fodor”s Guide,
 Tour Guide
ne Insight Guide, etc
Manual
 Bullhorn  DOT updated regional
 Mobile
 First Aid situationer reports, statistics
Phone
Kit & marketing plan
 Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and

information relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -66-

LO3. RESOLVE COMPLAINTS AND OTHER EMERGENCIES

ASSESSMENT CRITERIAS

1. Resolution of complaints and other concerns are given assistance base on

enterprise policy
2. Nature of complaint with supplier concerned is evaluated
3. Appropriate solutions are determined and applied
4. Authorities concerned are notified about the situation whenever possible
5. Tour operator is notified about the situation
6. All incidents are documented in final report

CONTENTS:

 Resolving complaints and other emergencies

 Performed post – departure activities
 Check-in and check-out procedures
o Transportation company
o Lodging establishment
 Standard Operating Procedures
o Transportation company
o Lodging establishment
o Other visitor-related establishments
 Room ratings and the schedules of airlines ,shipping companies, bus / train
companies
 English language–fluency and effective communication skills
 Use of telephone, fax and two – way radio
 Sensitivity to both Filipino mentality and foreign mentalities
 Safety and Sanitation
 Risk Management and emergency procedures

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND
SUPPLIES &
EQUIPMENT ACCESSORI LEARNING MATERIALS
MATERIALS
ES
 LCD  Uniform  Schedules of airlines,
Projector (authorized shipping companies, bus and
(optional) tour train
 Overhe service  Company policy
ad apparel)  Statutory regulations
Projector  Whistle
(optional)  Updated/current year Map
 Hat  Updated Philippine travel
 Comput
er  Map Brochures
 Printer  Ballpen  Flyers & handouts of

CBC Tour Guiding Services NC II -67-

 Telephon  Calculator different topics of discussion
e / two –  Pencil  Used airline tickets
way radio  Record  Current Itinerary of
 Fax book Domestic Travel
 Camera
 Video  Compass  Philippine Travel
Camera  First aid kit Guidebooks ie: Lonely
 Micropho  Tour Guide Planet, Fodor”s Guide,
ne Manual Insight Guide, etc
 Bullhorn  Mobile  DOT updated regional
 First Aid Phone situationer reports, statistics
Kit & marketing plan
 Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -68-

LO4. PERFORM POST-DEPARTURE ACTIVITIES

ASSESSMENT CRITERIAS

1. Revisions and cancellations of services rendered are reported in accordance

with enterprise guidelines and procedures
2. Additional revenue or expenses incurred are accounted
3. Complaints and commendations are reported base on enterprise policy
4. Report on expenses incurred in connection with the tour itinerary submitted

CONTENTS:

 Performed post – departure activities

 Check-in and check-out procedures
o Transportation company
o Lodging establishment
 Standard Operating Procedures
o Transportation company
o Lodging establishment
o Other visitor-related establishments
 Room ratings and the schedules of airlines ,shipping companies, bus / train
companies
 English language–fluency and effective communication skills
 Use of telephone, fax and two – way radio
 Sensitivity to both Filipino mentality and foreign mentalities
 Safety and Sanitation
 Risk Management and emergency procedures

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND
SUPPLIES &
EQUIPMENT ACCESSORI LEARNING MATERIALS
MATERIALS
ES
 LCD  Uniform  Schedules of airlines,
Projector (authorized shipping companies, bus and
(optional) tour train
 Overhe service  Company policy
ad apparel)  Statutory regulations
Projector  Whistle
(optional)  Updated/current year Map
 Hat  Updated Philippine travel
 Comput
er  Map Brochures
 Printer  Ballpen  Flyers & handouts of
 Telephon  Calculator different topics of discussion
e / two –  Pencil  Used airline tickets
way radio  Record  Current Itinerary of

CBC Tour Guiding Services NC II -69-

 Fax book Domestic Travel
 Camera  Compass  Philippine Travel
 Video Guidebooks ie: Lonely
 First aid kit
Camera Planet, Fodor”s Guide,
 Micropho  Tour Guide
Manual Insight Guide, etc
ne
 Mobile  DOT updated regional
 Bullhorn
Phone situationer reports, statistics
 First Aid & marketing plan
Kit
 Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -70-

 MODULES OF INSTUCTIONS

UNIT OF COMPETENCY ACCOMPANY AND GUIDE VISITORS IN

ACCORDANCE WITH THE TOUR ITINERARY

MODULE TITLE ACCOMPANYING AND GUIDING VISITORS IN

ACCORDANCE WITH THE TOUR ITINERARY

MODULE DESCRIPTOR This unit covers the knowledge and skills required
for accompanying and guiding visitors, perform
safety practices and resolve complaints and other
emergencies in locality as contracted by a tour
operator or local organization.

NOMINAL DURATION 60 hours

PREREQUISITE Trainees or students should possess the following

requirements:

 can communicate by oral and

written language;
 physically and mentally able;
 with good moral character; and
 Can perform basic mathematical
computation.

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this module the students/trainees will be able to:

LO1. Perform pre-arrival activities

LO2. Guide tourist
LO3. Deliver information and commentaries
LO4. Resolve complaints and other emergencies
LO5. Perform post – departure activities
LO6. Develop tour guide – tour driver work relationship (teamwork)

CBC Tour Guiding Services NC II -71-

LO1. PERFORM PRE-ARRIVAL ACTIVITIES

ASSESSMENT CRITERIAS

1. Composition and responsibility of the tour guide are determined as per

company policies and procedures
2. Arrival and departure schedules are checked
3. Reservations of the tour itinerary are checked
4. Tour itinerary is checked for compliance with visitors’ requirements
5. All reservations made by tour operator or local organization are verified
6. Guide kit, cash advance and exchange vouchers are collected

CONTENTS:

 Performed pre-arrival activities

 Resolved complaints and other emergencies
 Tourism services and local facilities of interest to visitors (currency exchange
locations, tour booking offices, accommodation, attractions, banks, dry
cleaners, medical facilities)
 Knowledge of the form of government or geo-politics but not political ideas
 Ability to speak fluently In English and the local dialects
 Ability to use office equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of
Projector (authorized airlines, shipping
(optional) tour companies, bus and
 Overhea service train
d Projector apparel)  Company policy
(optional)  Whistle  Statutory
 Comput  Hat regulations
er
 Printer  Map  Updated/current
 Telephone  Ballpen year Map
/ two –  Calculator  Updated Philippine
way radio  Pencil travel Brochures
 Fax  Record  Flyers & handouts
 Camera book of different topics of
 Video discussion
 Compass
Camera  Used airline tickets
 First aid kit
 Micropho  Current Itinerary of
ne  Tour Guide
Domestic Travel
 Bullhorn Manual

CBC Tour Guiding Services NC II -72-

 First Aid  Mobile  Philippine Travel
Kit Phone Guidebooks ie: Lonely
Planet, Fodor”s
Guide, Insight Guide,
etc
 DOT updated
regional situationer
reports, statistics &
marketing plan
 Check-in and
check-out
procedures
o Transportatio
n company
o Lodging
establishmen
t
 Standard
Operating
Procedures
o Transportatio
n company
o Lodging
establishmen
t
o Other visitor-
related
establishmen
ts

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -73-

LO2. GUIDE TOURIST

ASSESSMENT CRITERIAS

1. Appropriate attire is worn during tour

2. Personal hygiene as per accepted social norms is observed and practiced
3. Pick up points, routing and stopovers are coordinated with tourist vehicle
driver
4. Visitors are segregated from the general crowd to give welcome briefing
before boarding
5. Visitors are welcomes and the baggage is checked
6. Assistance is provided in the registration formalities at the place of lodging
and during check out
7. Tour arrangements are coordinated with the suppliers
8. Head counts are conducted before starting the tour
9. Relevant information of the area is provided
10. Optional tours are promoted and sold
11. Visitors are reminded of safety precautions
12. Vehicles are checked for belonging left behind after every tour

CONTENTS:

 Preparation for Guided tours

 Prepare for arrival of guest
 Resolved complaints and other emergencies
 Ability to speak fluently In English and the local dialects
 Ability to use office equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authorized shipping companies, bus
(optional) tour service and train
 Overhea apparel)  Company policy
d Projector  Whistle  Statutory regulations
(optional)  Hat  Updated/current year
 Comput
er  Map Map
 Printer  Ballpen  Updated Philippine travel
1. Telephone  Calculato Brochures
/ two – r  Flyers & handouts of
way radio  Pencil different topics of
2. Fax  Record discussion

CBC Tour Guiding Services NC II -74-

3. Camera book  Used airline tickets
4. Video  Compass  Current Itinerary of
Camera Domestic Travel
 First aid
5. Micropho kit  Philippine Travel
ne
 Tour Guidebooks ie: Lonely
6. Bullhorn
Guide Planet, Fodor”s Guide,
7. First Aid
Manual Insight Guide, etc
Kit
 Mobile  DOT updated regional
Phone situationer reports,
statistics & marketing plan
 Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -75-

LO3. DELIVER INFORMATION AND COMMENTARIES

ASSESSMENT CRITERIA

1. Relevant and timely commentaries are provided

2. Relevant and timely instructions are provided as needed
3. Proper posture and position is assumed at all times
4. Commentaries are delivered with proper voice modulation and pronunciation
5. Appropriate terminologies and up-to-date information are used at all times
6. Positive interaction with visitors is developed and practiced

CONTENTS:

Resolved complaints and other emergencies

General knowledge of the Philippines and its regions including:
o Climate (weather patterns including any extreme conditions, impact of
climate on lifestyle, stories associated with climate in a local area)
o Geography and geology (major land formations/landmarks/natural
attractions and their key features for both Philippines and local region)
o History (historical development of Philippines and the local region, major
historical events and prominent individuals, key dates, overview of
Philippine indigenous history)
o Architecture (major styles and their proponents, key buildings and
structures both in Philippines and the local area)
o Cultural elements (overview of indigenous cultures within the Philippines,
different cultures within the Philippines and the local area, cultural
activities, local customs)
o Art, theatre, music and literature (key performers, writers and artists,
major works by the Filipinos, major cultural events)
o Religion (religious make-up for Filipinos and the local area, religious
practices)
o Natural environment and tourism (how the environment is a tourism
asset, impacts of tourism on the environment, land management in
Philippines including the role of National Parks).
o Flora and fauna (overview of native flora and fauna, their characteristics
and key locations)
o Government and politics (general structure, political parties, major
political figures, current political issues)
o Transport (main transport systems, usage of different forms of transport
across Philippines, historical development of different forms of transport)
o Agriculture (Philippines history as a primary producer, key products of the
Philippines, current issues)
o Science and technology (Philippine contribution both past and present,
prominent individuals, key discoveries)
o Sport (main Filipinos sporting activities, Philippines sporting record, local
sporting focus, sporting facilities, sporting comparisons with other
countries or areas)

CBC Tour Guiding Services NC II -76-

 o Economy (overview of current state of the economy, key features of the
local economy and local industry).
o Trade (Philippines key exports and its main trading partners)
o Education (overview of school and higher education systems,
comparisons of systems to those of other countries)
o Food (Local dishes and produce)
o Local wines and spirits
o Lifestyle (key features of the day-to-day living patterns of Philippines and
local people, family and social customs)
o Shopping (key locations, local products)
o Tourism services and local facilities of interest to visitors (currency
exchange locations, tour booking offices, accommodation, attractions,
banks, dry cleaners, medical facilities)
o Current events in Philippines and the local region
Knowledge of the form of government or geo-politics but not political ideas
Ability to speak fluently In English and the local dialects
Ability to use office equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authorize shipping companies, bus
(optional) d tour and train
 Overhea service  Company policy
d Projector apparel)  Statutory regulations
(optional)  Whistle
 Comput  Updated/current year
 Hat Map
er
 Printer  Map  Updated Philippine travel
8. Telephone  Ballpen Brochures
/ two –  Calcula  Flyers & handouts of
way radio tor different topics of
9. Fax  Pencil discussion
10. Camera  Record  Used airline tickets
11. Video book  Current Itinerary of
Camera  Compa Domestic Travel
12. Micropho ss  Philippine Travel
ne Guidebooks ie: Lonely
 First aid
13. Bullhorn Planet, Fodor”s Guide,
kit
14. First Aid Insight Guide, etc
Kit  Tour
Guide  DOT updated regional
Manual situationer reports,
 Mobile statistics & marketing plan
Phone  Check-in and check-out

CBC Tour Guiding Services NC II -77-

 procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -78-

LO4. RESOLVE COMPLAINTS AND OTHER EMERGENCIES

ASSESSMENT CRITERIAS

1. Complaints are addressed and referred to the person/s concerned

2. Visitors comfort is ensured during tour
3. Stress situations are avoided and handled tactfully
4. Damage control in abnormal situations is adopted
5. Tour operator is notified of the remedial measures in abnormal situations
6. Best solutions to abnormal situations are determined and applied with the
company’s approval

CONTENTS:

 Resolved complaints and other emergencies

 Ability to speak fluently In English and the local dialects
 Ability to use office equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authorize shipping companies, bus
(optional) d tour and train
 Overhea service  Company policy
d Projector apparel)  Statutory regulations
(optional)  Whistle
 Comput  Updated/current year
 Hat Map
er
 Printer  Map  Updated Philippine travel
15. Telephone  Ballpen Brochures
/ two –  Calcula  Flyers & handouts of
way radio tor different topics of
16. Fax  Pencil discussion
17. Camera  Record  Used airline tickets
18. Video book  Current Itinerary of
Camera  Compa Domestic Travel
19. Micropho ss  Philippine Travel
ne Guidebooks ie: Lonely
 First aid
20. Bullhorn Planet, Fodor”s Guide,
kit
21. First Aid Insight Guide, etc
Kit  Tour
Guide  DOT updated regional
Manual situationer reports,
 Mobile statistics & marketing plan

CBC Tour Guiding Services NC II -79-

 Phone  Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -80-

LO5. PERFORM POST – DEPARTURE ACTIVITIES

ASSESSMENT CRITERIA

1. Cash advance is liquidated in accordance with establishment procedures

2. Complaints, improvements and recommendations are written and sent to
management and concerned personnel
3. Optional tour collections are remitted in accordance with establishment
procedures

CONTENTS:

 Resolved complaints and other emergencies

 Performed departure and post-departure activities
 Ability to speak fluently In English and the local dialects
 Ability to use office equipment

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authorize shipping companies, bus
(optional) d tour and train
 Overhea service  Company policy
d Projector apparel)  Statutory regulations
(optional)  Whistle
 Comput  Updated/current year
 Hat Map
er
 Printer  Map  Updated Philippine travel
22. Telephone  Ballpen Brochures
/ two –  Calcula  Flyers & handouts of
way radio tor different topics of
23. Fax  Pencil discussion
24. Camera  Record  Used airline tickets
25. Video book  Current Itinerary of
Camera  Compa Domestic Travel
26. Micropho ss  Philippine Travel
ne Guidebooks ie: Lonely
 First aid
27. Bullhorn Planet, Fodor”s Guide,
kit
28. First Aid Insight Guide, etc
Kit  Tour
Guide  DOT updated regional
Manual situationer reports,
 Mobile statistics & marketing plan
Phone  Check-in and check-out

CBC Tour Guiding Services NC II -81-

 procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -82-

LO6. DEVELOP TOUR GUIDE – TOUR DRIVER WORK RELATIONSHIP
(TEAMWORK)

ASSESSMENT CRITERIAS

1. Coach current registration is checked

2. Driver’s complete name is sought and rapport is established before the tour
begins
3. Sound system (PA) and microphone are double checked
4. Cleanliness and condition of the coach are always checked, especially the
defective seats or armrest
5. Full loaded first aid kit in the coach and fire extinguisher are checked
6. Driver is made familiar with the given itinerary - routes and stopovers - before
the tour starts
7. Driver’s attitude and protocol to passengers is observed and corrected gently,
if driver has an attitude problem
8. Things left behind inside the coach after the tour are double checked
9. Driver’s meals and physical condition are checked, especially on long trips
10. Whenever applicable, assistance is provided to the driver when unexpected
developments occur(eg.,flat tires)
11. Due recognition is given to driver for a job well done

CONTENTS:

 Resolved complaints and other emergencies

 Ability to speak fluently In English and the local dialects
 Ability to use office equipment
 Coaching and Counseling
 Team building

CONDITIONS/RESOURCES:

The students/trainees must be provided with the following:

TOOLS AND SUPPLIES &

EQUIPMENT LEARNING MATERIALS
ACCESSORIES MATERIALS
 LCD  Uniform  Schedules of airlines,
Projector (authorize shipping companies, bus
(optional) d tour and train
 Overhea service  Company policy
d Projector apparel)  Statutory regulations
(optional)  Whistle
 Comput  Updated/current year
 Hat Map
er
 Printer  Map  Updated Philippine travel
29. Telephone  Ballpen Brochures
/ two –  Calcula  Flyers & handouts of
way radio tor different topics of

CBC Tour Guiding Services NC II -83-

30. Fax  Pencil discussion
31. Camera  Record  Used airline tickets
32. Video book  Current Itinerary of
Camera  Compa Domestic Travel
33. Micropho ss  Philippine Travel
ne
34. Bullhorn  First aid Guidebooks ie: Lonely
35. First Aid kit Planet, Fodor”s Guide,
Kit  Tour Insight Guide, etc
Guide  DOT updated regional
Manual situationer reports,
 Mobile statistics & marketing plan
Phone  Check-in and check-out
procedures
o Transportation
company
o Lodging
establishment
 Standard Operating
Procedures
o Transportation
company
o Lodging
establishment
o Other visitor-
related
establishments

METHODOLOGIES:

 Group discussion
 Interaction
 Demonstration
 Discussion
 Fieldtrips to gateway terminals & transport companies

ASSESSMENT METHODS:

 Interview on the knowledge of tour package components and information

relevant the tour itinerary
 Written test
 Observation and simulated or actual demonstration

CBC Tour Guiding Services NC II -84-