CBC Tour Guiding Services NC II

COMPETENCY-BASED CURRICULUM
Sector:
Tourism
Qualification:
TOUR GUIDING SERVICES NC II

Technical Education and Skills Development Authorit
East Service Road, South Superhighway, Taguig, Metro Manila
COURSE DESIGN
TOUR GUIDI G SER!I"ES " II
TA!"E O# CONTENTS
A$ COURSE DESIGN !$ %ODU"ES O# ONSTRUCTION !asic Competencies #articipate in $or%place "ommunication $or% in a Team Environment #ractice "areer #ro&essionalism #ractice Occupational 'ealth and Sa&ety Common Competencies Develop and Update Industry (nowledge O)serve $or%place 'ygiene #rocedures #er&orm "omputer Operations #er&orm $or%place and Sa&ety #ractices #rovide E&&ective "ustomer Service Core Competencies Research in&ormation relevant to tour itinerary Manage arrangements &or visitors *ccompany and guide visitors in accordance with the tour itinerary & ' &( &) (* (' ++ +, -) *. )( .&
COURSE DESIGN COURSE TIT"E / / TOUR GUIDING SERVICES 0 NC II +,- hours " level II This course is designed to enhance the %nowledge, s%ills and attitudes o& an individual in the &ield o& TOUR GUIDI G SER!I"ES " II such as coordinating tour program.itinerary/ guiding and accompanying tourist in a locality in accordance with industry standards0 It covers It covers the )asic, common and core competencies0 Trainees or students wishing to gain entry into this course should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 This list does not include speci&ic institutional re1uirements such as educational attainment, appropriate wor% e3perience, and others that may )e re1uired o& the trainees )y the school or training center delivering the T!ET program0
NO%INA" DURATION 1UA"I#ICATION /
COURSE DESCRI2TION /
ENTR3 RE1UIRE%ENTS /
COURSE STRUCTURE/ UNIT O# CO%2ETENC3 !ASIC +0 #articipate in wor%place communication +0+ #articipating in wor%place communication +0+0+ O)tain and convey wor%place in&ormation +0+04 "omplete relevant wor% related documents +0+05 #articipate in wor%place %ODU"E TIT"E "EARNING OUTCO%E NO$ O# 4OURS
40
$or% in a team environment
40+
$or%ing in a team environment
meeting and discussion 40+0+ Descri)e and identi&y team role and responsi)ility in a team 40+04 Descri)e wor% as a team mem)er Integrate personal o)6ectives with organi7ational goals0 50+04 Set and meet wor% priorities0 50+05 Maintain pro&essional growth and development 80+0+ Evaluate ha7ard and ris%s 80+04 "ontrol ha7ards and ris%s 80+05 Maintain occupational health and sa&ety awareness +0+0+ Identi&y and access %ey sources o& in&ormation on the industry +0+04 *ccess, apply and share industry in&ormation +0+05 Update continuously relevant industry %nowledge 40+0+ #ractice personal grooming and hygiene 40+04 #ractice sa&e and 50+0+
50
#ractice career pro&essionalism
50+
#racticing career pro&essionalism
80
#ractice occupational health and sa&ety
80+
#racticing occupational health and sa&ety
CO%%ON Develop and update industry %nowledge +0+ Developing and update industry %nowledge
O)serve wor%place hygiene procedures
40+
O)serving wor%place hygiene procedures
hygienic handling, storage and disposal o& &ood, )everage and materials #er&orm computer operations 50+ #er&orming computer operations 50+0+ Identi&y and e3plain the &unctions, general &eatures and capa)ilities o& )oth hardware and so&tware 50+04 #repare and use appropriate hardware and so&tware according to tas% re1uirement 50+05 Use appropriate devices and procedures to trans&er &iles.data 50+08 #roduce accurate and complete data according to the re1uirements 50+09 Maintain computer system 80+0+ #ractice wor%place sa&ety, security and hygiene systems, processes and operations 80+04 Respond appropriately to &aults, pro)lems and emergency situations in line with enterprise guidelines 80+05 Maintain sa&e personal presentation standards #rovide e&&ective customer service 90+ #roviding e&&ective customer service 90+0+ *pply e&&ective ver)al and non: ver)al -
#er&orm wor%place and sa&ety practices
80+
#er&orming wor%place and sa&ety practices
communication s%ills to respond to customer needs 90+04 #rovide prompt and 1uality service to customer 90+05 'andle 1ueries promptly and correctly in line with enterprise procedures 90+08 'andle customer complaints, evaluation and recommendatio ns 90+09 #rovide prompt and 1uality service to customer 90+0- 'andle 1ueries promptly and correctly in line with enterprise procedures 90+0; 'andle customer complaints, evaluation and recommendatio ns CORE +0 Research +0+ Research in&ormation in&ormation relevant relevant to tour to tour itinerary itinerary 40 Manage *rrangements &or !isitors 40+0 Manage *rrangements &or !isitors +0+0+ Source in&ormation +0+04 *rrange in&ormation 40+0+ #er&orm pre: arrivalchec%s 40+04 Manage tour arrangements 40+05 Resolve complaints and other emergencies 40+08 #er&orm post: departure
8< -<
activities 50 *ccompany and guide visitors in accordance with the tour itinerary 50+ *ccompany and guide visitors in accordance with the tour itinerary 50+0+ #er&orm pre: arrival activities 50+04 Guide tourist 50+05 Deliver in&ormation and commentaries 50+08 Resolve complaints and other emergencies 50+09 #er&orm post departure activities 50+0- Develop tour guide = tour driver wor% relationship >teamwor%? TOTA"
-<
&,)
RESOURCES/ #ACI"ITIES $or%shop @a)oratory *udio:visual room @ecture room Storage.stoc% room E1UI2%ENT 4 units !ehicleA + unit "omputer with internet connection B @"D pro6ector 4 units Two:way radio + unit Mo)ile phone + unit Telephone + unit Ca3 Machine + unit "amera + unit !ideo camera + unit Microphone + unit Dullhorn 4 sets Cirst aid %it Implementation o& the training program can )e made possi)le through a MO* )etween the Trainin5 school and Industr &or the use o& the &acilities0 This is in response to the limitations o& schools due to high cost o& e1uipment0 *ir: conditioned vehicles can )e hired on a per trip )asis su)6ect to re1uirement0
ANOTE2
SU22"IES Uni&orm >authori7ed tour service apparel? $histle 'at Map Dallpen "alculator #encil Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
RESOURCES6%ANUA"S Schedules o& airlines, shipping companies, )us and train
"ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan
ASSESS%ENT %ET4ODS/ $ritten e3amination #ractical Demonstration Direct o)servation 'ands:on
COURSE DE"IVER3/ Group Discussion Demonstration Cilm !iewing Modular instruction #ractical application Reporting Industry immersion E:learning
TRAINER 1UA"I#ICATION 7T1 II8 A Must )e a holder o& " III or e1uivalent relevant 1uali&ication Must have undergone training on Training Methodology II >TM II? or e1uivalent trainersF training program Duly @icensed and DOT *ccredited Tour Guide Must )e computer:literate Must )e physically and mentally &it AMust have at least 4 years 6o).industry e3perience Optional0 Only when re1uired )y the hiring institution0 Re&erence2 TESD* Doard Resolution o0 4<<8 <5
!ASIC CO%2ETENCIES
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 CODE %ODU"E TIT"E %ODU"E DESCRI2TOR
2ARTICI2ATE IN 9OR:2"ACE CO%%UNICATION 9<<5+++<9 2ARTICI2ATING IN 9OR:2"ACE CO%%UNICATION This module covers the %nowledge, s%ills and attitudes re1uired to gather, interpret and convey in&ormation in response to wor%place re1uirements0
NO%INA" DURATION 1UA"I#ICATION "EVE" 2RERE1UISITE
) hours "II
Receive and Respond to ;orkplace Communication$ 7NCI8 /
SU%%AR3 O# "EARNING OUTCO%ES
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 O)tain and convey wor%place in&ormation @O40 #articipate in wor%place meetings and discussions @O50 "omplete relevant wor% related documents
"D" Tour Guiding Services " II
:+:
@O+$ O!TAIN AND CONVE3 9OR:2"ACE IN#OR%ATION *SSESSME T "RITERI* +0 Speci&ic and relevant in&ormation is accessed &rom appropriate sources 40 E&&ective 1uestioning , active listening and spea%ing s%ills are used to gather and convey in&ormation 50 *ppropriate medium is used to trans&er in&ormation and ideas 80 *ppropriate non: ver)al communication is used 90 *ppropriate lines o& communication with supervisors and colleagues are identi&ied and &ollowed -0 De&ined wor%place procedures &or the location and storage o& in&ormation are used ;0 #ersonal interaction is carried out clearly and concisely "O TE TS2 E&&ective communication Di&&erent modes o& communication $ritten communication Organi7ational policies "ommunication procedures and systems Technology relevant to the enterprise and the individualFs wor% responsi)ilities Collow simple spo%en language #er&orm routine wor%place duties &ollowing simple written notices #articipate in wor%place meetings and discussions "omplete wor% related documents *)ility to relate to people o& social range in the wor%place Gather and provide in&ormation in response to wor%place re1uirements
:4:
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Suppliers Memorandum "ircular otice In&ormation discussion "EARNING %ATERIA"S
Sample Storage2 Manual &iling system "omputer:)ased &iling system #ersonnel &orms, telephone message &orms, sa&ety reports Telephone Electronic and two way radio
MET'ODO@OGIES2 Group discussion Interaction *SSESSME T MET'ODS2 Direct O)servation Oral interview and written test
:5:
@O40 2ARTICI2ATE IN 9OR:2"ACE %EETINGS AND DISCUSSIONS *SSESSME T "RITERI* +0 Team meetings are attended on time 40 Own opinions are clearly e3pressed and those o& others are listened to without interruption 50 Meeting inputs are consistent with the meeting purpose and esta)lished protocols 80 $or%place interactions are conducted in a courteous manner 90 Guestions a)out simple routine wor%place procedures and maters concerning wor%ing conditions o& employment are as%ed and responded to -0 Meetings outcomes are interpreted and implemented "O TE TS2 E&&ective communication Di&&erent modes o& communication $ritten communication Organi7ational policies "ommunication procedures and systems Technology relevant to the enterprise and the individualFs wor% responsi)ilities Collow simple spo%en language *)ility to relate to people o& social range in the wor%place Gather and provide in&ormation in response to wor%place re1uirements
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIE S SU22"IES < %ATERIA"S #en #aper "EARNING %ATERIA"S Doo% s relating to conductin g meetings
:8:
MET'ODO@OGIES2 Group discussion Interaction *SSESSME T MET'ODS2 Direct O)servation Oral interview and written test
:9:
@O50 CO%2"ETE RE"EVANT 9OR: RE"ATED DOCU%ENTS *SSESSME T "RITERI* +0 Range o& &orms relating to conditions o& employment are completed accurately and legi)ly 40 $or%place data is recorded on standard wor%place &orms and documents 50 Dasic mathematical processes are used &or routine calculations 80 Errors in recording in&ormation on &orms. documents are identi&ied and properly acted upon 90 Reporting re1uirements to supervisor are completed according to organi7ational guidelines "O TE TS2 E&&ective communication Di&&erent modes o& communication $ritten communication Organi7ational policies "ommunication procedures and systems Technology relevant to the enterprise and the individualFs wor% responsi)ilities Collow simple spo%en language #er&orm routine wor%place duties &ollowing simple written notices #articipate in wor%place meetings and discussions "omplete wor% related documents Estimate, calculate and record routine wor%place measures Dasic mathematical processes o& addition, su)traction, division and multiplication *)ility to relate to people o& social range in the wor%place Gather and provide in&ormation in response to wor%place re1uirements
:-:
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Suppliers Memorandum "ircular otice In&ormation discussion Sample Storage2 Manual &iling system "omputer:)ased &iling system #ersonnel &orms, telephone message &orms, sa&ety reports Telephone Electronic and two way radio "EARNING %ATERIA"S
MET'ODO@OGIES2 Group discussion Interaction
*SSESSME T MET'ODS2 Direct O)servation Oral interview and written test
:;:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3
$OR( I
TE*M E !IRO ME T
%ODU"E TIT"E %ODU"E DESCRI2TOR
$OR(I G I * TE*M E !IRO ME T This module covers the s%ills, %nowledge and attitudes to identi&y role and responsi)ility as a mem)er o& a team0 + hours Teamwor% > "I? /
NO%INA" DURATION 2RERE1UISITE
Upon completion o& this module the students.trainees will )e a)le to2 @O+2 Descri)e team role and scope @O42 Identi&y own role and responsi)ility within team @O52 $or% as a team mem)er
:H:
@O+0 DESCRI!E TEA% RO"E AND SCO2E *SSESSME T "RITERI*2 +0 The role and o)6ective o& the team is identi&ied &rom availa)le sources o& in&ormation 40 Team parameters, reporting relationships and responsi)ilities are identi&ied &rom team discussions and appropriate e3ternal sources "O TE TS2 "ommunication process Team structure Team roles Group planning and decision ma%ing "ommunicate appropriately, consistent with the culture o& the wor%place
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 Group discussion Interaction TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S #en #aper "EARNING %ATERIA"S
*SSESSME T MET'ODS2 "ompetency may )e assessed in wor%place or in a simulated wor%place setting *ssessment shall )e o)served while tas% are )eing underta%en whether individually or in group
:,:
@O42 IDENTI#3 O9N RO"E AND RES2ONSI!I"IT3 9IT4IN TEA% *SSESSME T "RITERI*2 +0 Individual role and responsi)ilities within the team environment are identi&ied 40 Roles and responsi)ility o& other team mem)ers are identi&ied and recogni7ed 50 Reporting relationships within team and e3ternal to team are identi&ied "O TE TS2 "ommunication process Team structure Team roles Group planning and decision ma%ing "ommunicate appropriately, consistent with the culture o& the wor%place
:+<:
@O50 9OR: AS A TEA% %E%!ER *SSESSME T "RITERI*2 +0 E&&ective and appropriate &orms o& communications used and interactions underta%en with team mem)ers who contri)ute to %nown team activities and o)6ectives 40 E&&ective and appropriate contri)utions made to complement team activities and o)6ectives, )ased on individual s%ills and competencies and wor%place conte3t 50 O)served protocols in reporting using standard operating procedures 80 "ontri)ute to the development o& team wor% plans )ased on an understanding o& teamFs role and o)6ectives and individual competencies o& the mem)ers0 "O TE TS2 "ommunication process Team structure Team roles Group planning and decision ma%ing "ommunicate appropriately, consistent with the culture o& the wor%place
:++:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2RACTICE CAREER 2RO#ESSIONA"IS%
CODE %ODU"E TIT"E %ODU"E DESCRI2TOR
*==+&&&=. 2RACTICING CAREER 2RO#ESSIONA"IS% This module covers the %nowledge, s%ills and attitudes in promoting career growth and advancement0 + hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0
SU%%AR3 O# "EARNING OUTCO%ES/ Upon completion o& this module the students.trainees will )e a)le to2 @O+0 Integrate personal o)6ectives with organi7ational goals @O40 Set and meet wor% priorities @O50 Maintain pro&essional growth and development
:+4:
@O+0 INTEGRATE 2ERSONA" O!>ECTIVES 9IT4 ORGANI?ATIONA" GOA"S *SSESSME T "RITERI*S +0 #ersonal growth and wor% plans are pursued towards improving the 1uali&ications set &or the pro&ession 40 Intra: and interpersonal relationships are maintained in the course o& managing onesel& )ased on per&ormance evaluation 50 "ommitment to the organi7ation and its goal is demonstrated in the per&ormance o& duties "O TE TS2 $or% values and ethics >"ode o& "onduct, "ode o& Ethics, etc0? "ompany policies "ompany operations, procedures and standards Cundamental rights at wor% including gender sensitivity #ersonal hygiene practices
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 Group discussion Interaction TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "ompa ny policies "ompa ny operations, procedures and standards
:+5:
@O40 SET AND %EET 9OR: 2RIORITIES *SSESSME T "RITERI*S +0 "ompeting demands are prioriti7ed to achieve personal, team and organi7ational goals and o)6ectives0 40 Resources are utili7ed e&&iciently and e&&ectively to manage wor% priorities and commitments 50 #ractices along economic use and maintenance o& e1uipment and &acilities are &ollowed as per esta)lished procedures "O TE TS2 $or% values and ethics >"ode o& "onduct, "ode o& Ethics, etc0? "ompany policies "ompany operations, procedures and standards Cundamental rights at wor% including gender sensitivity #ersonal hygiene practices
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 Group discussion Interaction TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omp any policies "omp any operations, procedures and standards
:+8:
@O52 %AINTAIN 2RO#ESSIONA" GRO9T4 AND DEVE"O2%ENT *SSESSME T "RITERI*S +0 Trainings and career opportunities are identi&ied and availed o& )ased on 6o) re1uirements 40 Recognitions are sought.received and demonstrated as proo& o& career advancement 50 @icenses and.or certi&ications relevant to 6o) and career are o)tained and renewed "O TE TS2 $or% values and ethics >"ode o& "onduct, "ode o& Ethics, etc0? "ompany policies "ompany operations, procedures and standards Cundamental rights at wor% including gender sensitivity #ersonal hygiene practices
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 Group discussion Interaction TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omp any policies "omp any operations, procedures and standards
:+9:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2RACTICE OCCU2ATIONA" 4EA"T4 AND SA#ET3 2ROCEDURES
CODE %ODU"E TIT"E
9<<5+++<H 2RACTICING OCCU2ATIONA" 4EA"T4 AND SA#ET3 2ROCEDURES
%ODU"E DESCRI2TOR
This module covers the outcomes re1uired to comply with regulatory and organi7ational re1uirements &or occupational health and sa&ety0
) hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 @O40 @O50 @O80 Identi&y ha7ards and ris%s Evaluate ha7ards and ris%s "ontrol ha7ards and ris%s Maintain O'S awareness
:+-:
@O +0 IDENTI#3 4A?ARDS AND RIS:S *SSESSME T "RITERI*S +0 Sa&ety regulations and wor%place sa&ety and ha7ard control practices and procedures are clari&ied and e3plained )ased on organi7ation procedures 40 'a7ards.ris%s in the wor%place and their corresponding indicators are identi&ied to minimi7e or eliminate ris% to co:wor%ers, wor%place and environment in accordance with organi7ation procedures 50 "ontingency measures during wor%place accidents, &ire and other emergencies are recogni7ed and esta)lished in accordance with organi7ation procedures "O TE TS2 O'S procedures and practices and regulations ##E types and uses #ersonal hygiene practices 'a7ards.ris%s identi&ication and control Threshold @imit !alue :T@! O'S indicators Organi7ation sa&ety and health protocol Sa&ety consciousness 'ealth consciousness #ractice o& personal hygiene 'a7ards.ris%s identi&ication and control s%ills Interpersonal s%ills "ommunication s%ills "O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational
:+;:
Sa&ety and 'ealth Standards DO@E regulations on sa&ety legal re1uirements E"" regulations Standard operating procedures o& property Ris% management manual
MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation *SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation
:+H:
@O40 EVA"UATE 4A?ARDS AND RIS:S *SSESSME T "RITERI*S +0 Terms o& ma3imum tolera)le limits which when e3ceeded will result in harm or damage are identi&ied )ased on threshold limit values >T@!? 40 E&&ects o& the ha7ards are determined 50 O'S issues and.or concerns and identi&ied sa&ety ha7ards are reported to designated personnel in accordance with wor%place re1uirements and relevant wor%place O'S legislation "O TE TS2 O'S procedures and practices and regulations ##E types and uses #ersonal hygiene practices 'a7ards.ris%s identi&ication and control Threshold @imit !alue :T@! O'S indicators Organi7ation sa&ety and health protocol Sa&ety consciousness 'ealth consciousness #ractice o& personal hygiene 'a7ards.ris%s identi&ication and control s%ills Interpersonal s%ills "ommunication s%ills "O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational Sa&ety and 'ealth
:+,:
Standards DO@E regulations on sa&ety legal re1uirements E"" regulations Standard operating procedures o& property Ris% management manual
MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation *SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation
:4<:
@O50 CONTRO" 4A?ARDS AND RIS:S *SSESSME T "RITERI*S +0 Occupational 'ealth and Sa&ety >O'S? procedures &or controlling ha7ards.ris%s in wor%place are consistently &ollowed 40 #rocedures &or dealing with wor%place accidents, &ire and emergencies are &ollowed in accordance with organi7ation O'S policies 50 #ersonal protective e1uipment >##E? is correctly used in accordance with organi7ation O'S procedures and practices 80 *ppropriate assistance is provided in the event o& a wor%place emergency in accordance with esta)lished organi7ation protocol "O TE TS2 O'S procedures and practices and regulations ##E types and uses #ersonal hygiene practices 'a7ards.ris%s identi&ication and control Threshold @imit !alue :T@! O'S indicators Organi7ation sa&ety and health protocol Sa&ety consciousness 'ealth consciousness #ractice o& personal hygiene 'a7ards.ris%s identi&ication and control s%ills Interpersonal s%ills "ommunication s%ills
:4+:
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational Sa&ety and 'ealth Standards DO@E regulations on sa&ety legal re1uirements E"" regulations Standard operating procedures o& property Ris% management manual
MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation
*SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation
:44:
@O80 %AINTAIN O4S A9ARENESS *SSESSME T "RITERI*S +0 Emergency:related drills and trainings are participated in as per esta)lished organi7ation guidelines and procedures 40 O'S personal records are completed and updated in accordance with wor%place re1uirements "O TE TS2 O'S procedures and practices and regulations ##E types and uses #ersonal hygiene practices 'a7ards.ris%s identi&ication and control Threshold @imit !alue :T@! O'S indicators Organi7ation sa&ety and health protocol Sa&ety consciousness 'ealth consciousness #ractice o& personal hygiene 'a7ards.ris%s identi&ication and control s%ills Interpersonal s%ills "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational Sa&ety and 'ealth Standards DO@E regulations on
:45:
sa&ety legal re1uirements E"" regulations Standard operating procedures o& property Ris% management manual MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation
*SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation
:48:
CO%%ON CO%2ETENCIES
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 CODE %ODU"E TIT"E DEVE"O2 AND U2DATE INDUSTR3 :NO9"EDGE
TRS5++4<+ DEVE"O2ING AND U2DATING INDUSTR3 :NO9"EDGE
%ODU"E DESCRI2TOR
This module covers the outcomes re1uired to comply with regulatory and organi7ational re1uirements &or occupational health and sa&ety0
( hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 See% in&ormation on the industry @O40 Update industry %nowledge
:49:
@O+0 SEE: IN#OR%ATION ON T4E INDUSTR3 *SSESSME T "RITERI*S + Sources o& in&ormation on the industry are correctly identi&ied and accessed 4 In&ormation to assist e&&ective wor% per&ormance is o)tained in line with 6o) re1uirements 5 Speci&ic in&ormation on sector o& wor% is accessed and updated 8 Industry in&ormation is correctly applied to day:to:day wor% activities "O TE TS2 Time management Ready s%ills needed to access industry in&ormation Dasic competency s%ills needed to access the internet Overview o& 1uality assurance in the industry Role o& individual sta&& mem)ers Industry in&ormation sources
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S media re&erence )oo%s li)raries unions industry associations industry 6ournals internet personal o)servation and e3perience
MET'ODO@OGIES2 @ecture Group Discussion Individual.Group *ssignment
*SSESSME T MET'ODS2 Interview.1uestions #ractical demonstration #ort&olio o& industry in&ormation related to traineeFs wor%
:4-:
@O40 U2DATE INDUSTR3 :NO9"EDGE *SSESSME T "RITERI*S +0 In&ormal and.or &ormal research is used to update general %nowledge o& the industry 40 Updated %nowledge is shared with customers and colleagues as appropriate and incorporated into day:to:day wor%ing activities "O TE TS2 Time management Ready s%ills needed to access industry in&ormation Dasic competency s%ills needed to access the internet Overview o& 1uality assurance in the industry Role o& individual sta&& mem)ers Industry in&ormation sources
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S media re&erence )oo%s li)raries unions industry associations industry 6ournals internet personal o)servation and e3perience
MET'ODO@OGIES2 @ecture Group Discussion Individual.Group *ssignment
*SSESSME T MET'ODS2 Interview.1uestions #ractical demonstration #ort&olio o& industry in&ormation related to traineeFs wor%
:4;:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 O!SERVE 9OR:2"ACE 43GIENE 2ROCEDURES
CODE %ODU"E TIT"E
TRS5++4<4 O!SERVE 9OR:2"ACE 43GIENE 2ROCEDURES
%ODU"E DESCRI2TOR
This module deals with the %nowledge, s%ills and attitudes in o)serving wor%place hygiene procedures0 It includes &ollowing hygiene procedures and identi&ying and preventing hygiene ris%s0
( hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 Collow hygiene procedures @O40 Identi&y and prevent hygiene ris%s
:4H:
@O+0 #O""O9 43GIENE 2ROCEDURES *SSESSME T "RITERI*S +0 $or%place hygiene procedures are implemented in line with enterprise and legal re1uirements 40 'andling and storage o& items are underta%en in line with enterprise and legal re1uirements "O TE TS2 Typical hygiene and control procedures in the hospitality and tourism industries Overview o& legislation and regulation in relation to &ood handling, personal and general hygiene (nowledge on &actors which contri)ute to wor%place hygiene pro)lems General ha7ards in handling o& &ood, linen and laundry and gar)age, including ma6or causes o& contamination and cross:in&ection Sources o& and reasons &or &ood poisoning *)ility to &ollow correct procedures and instructions *)ility to handle operating tools. e1uipment *pplication to hygiene principles
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational Sa&ety and 'ealth Standards DO@E regulations on sa&ety legal re1uirements
:4,:
E"" regulations Standard operating procedures o& property Ris% management manual MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation
*SSESSME T MET'ODS2 $ritten e3amination #ractical demonstration
:5<:
@O40 IDENTI#3 AND 2REVENT 43GIENE RIS:S *SSESSME T "RITERI*S +0 #otential hygiene ris%s are identi&ied in line with enterprise procedures 40 *ction to minimi7e and remove ris%s are ta%en within scope o& individual responsi)ility o& enterprise.legal re1uirements 50 'ygiene ris%s )eyond the control o& individual sta&& mem)ers are reported to the appropriate person &or &ollow up "O TE TS2 Typical hygiene and control procedures in the hospitality and tourism industries Overview o& legislation and regulation in relation to &ood handling, personal and general hygiene (nowledge on &actors which contri)ute to wor%place hygiene pro)lems General ha7ards in handling o& &ood, linen and laundry and gar)age, including ma6or causes o& contamination and cross: in&ection Sources o& and reasons &or &ood poisoning *)ility to &ollow correct procedures and instructions *)ility to handle operating tools. e1uipment *pplication to hygiene principles
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES Mas% Gloves Goggles 'air et.cap.)onnet Cace mas%.shield Ear mu&&s *pron.Gown. coverall.6ump suit *nti:static suits SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s relating to2 "lean *ir *ct Duilding code ational Electrical and Cire Sa&ety "odes $aste management statutes and rules #hilippine Occupational Sa&ety and 'ealth
:5+:
Standards DO@E regulations on sa&ety legal re1uirements E"" regulations Standard operating procedures o& property Ris% management manual
MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation
:54:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2ER#OR% CO%2UTER O2ERATIONS
CODE %ODU"E TIT"E
TRS5++4<5 2ER#OR%ING CO%2UTER O2ERATIONS
%ODU"E DESCRI2TOR
This module covers the %nowledge, s%ills and attitudes and values needed to per&orm computer operations which includes inputting, accessing, producing and trans&erring data using the appropriate hardware and so&tware ) hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 @O40 @O50 @O80 @O90 #lan and prepare &or tas% to )e underta%en Input data into computer *ccess in&ormation using computer #roduce.output data using computer system Maintain computer e1uipment and systems
:55:
@O+0 2"AN AND 2RE2ARE #OR TAS: TO !E UNDERTA:EN *SSESSME T "RITERI*S +0 Re1uirements o& tas% are determined 40 *ppropriate hardware and so&tware is selected according to tas% assigned and re1uired outcome 50 Tas% is planned to ensure O' B S guidelines and procedures are &ollowed "O TE TS2 Dasic ergonomics o& %ey)oard and computer use Main types o& computers and )asic &eatures o& di&&erent operating systems Main parts o& a computer Storage devices and )asic categories o& memory Relevant types o& so&tware O' B S principles and responsi)ilities Reading s%ills re1uired to interpret wor% instruction "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 @ecture Group Discussion Tutorial or sel&:pace TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
*SSESSME T MET'ODS2 O)servation Guestioning #ractical demonstration
:58:
@O40 IN2UT DATA INTO CO%2UTER *SSESSME T "RITERI*S +0 Data are entered into the computer using appropriate program.application in accordance with company procedures 40 *ccuracy o& in&ormation is chec%ed and in&ormation is saved in accordance with standard operating procedures 50 Inputted data are stored in storage media according to re1uirements 80 $or% is per&ormed within ergonomic guidelines "O TE TS2 Dasic ergonomics o& %ey)oard and computer use Main types o& computers and )asic &eatures o& di&&erent operating systems Main parts o& a computer Storage devices and )asic categories o& memory Relevant types o& so&tware General security !iruses O' B S principles and responsi)ilities Reading s%ills re1uired to interpret wor% instruction "ommunication s%ills
:59:
@O50 ACCESS IN#OR%ATION USING CO%2UTER *SSESSME T "RITERI*S +0 "orrect program.application is selected )ased on 6o) re1uirements 40 #rogram.application containing the in&ormation re1uired is accessed according to company procedures 50 Des%top icons are correctly selected, opened and closed &or navigation purposes 80 (ey)oard techni1ues are carried out in line with O' B S re1uirements &or sa&e use o& %ey)oards "O TE TS2 Dasic ergonomics o& %ey)oard and computer use Main types o& computers and )asic &eatures o& di&&erent operating systems Main parts o& a computer Storage devices and )asic categories o& memory Relevant types o& so&tware General security !iruses O' B S principles and responsi)ilities "alculating computer capacity Reading s%ills re1uired to interpret wor% instruction "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 @ecture Group Discussion Tutorial or sel&:pace *SSESSME T MET'ODS2 O)servation Guestioning #ractical demonstration TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
:5-:
@O80 2RODUCE6OUT2UT DATA USING CO%2UTER S3STE% *SSESSME T "RITERI*S +0 Entered data are processed using appropriate so&tware commands 40 Data are printed out as re1uired using computer hardware.peripheral devices in accordance with standard operating procedures 50 Ciles and data are trans&erred )etween compati)le systems using computer so&tware, hardware. peripheral devices in accordance with standard operating procedures "O TE TS2 Dasic ergonomics o& %ey)oard and computer use Main types o& computers and )asic &eatures o& di&&erent operating systems Main parts o& a computer Storage devices and )asic categories o& memory Relevant types o& so&tware General security !iruses O' B S principles and responsi)ilities "alculating computer capacity Reading s%ills re1uired to interpret wor% instruction "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 @ecture Group Discussion Tutorial or sel&:pace *SSESSME T MET'ODS2 O)servation Guestioning #ractical demonstration TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
:5;:
@O90 %AINTAIN CO%2UTER E1UI2%ENT AND S3STE%S *SSESSME T "RITERI*S +0 Systems &or cleaning, minor maintenance and replacement o& consuma)les are implemented 40 #rocedures &or ensuring security o& data, including regular )ac%:ups and virus chec%s are implemented in accordance with standard operating procedures 50 Dasic &ile maintenance procedures are implemented in line with the standard operating procedures "O TE TS2 Dasic ergonomics o& %ey)oard and computer use Main types o& computers and )asic &eatures o& di&&erent operating systems Main parts o& a computer Storage devices and )asic categories o& memory Relevant types o& so&tware General security !iruses O' B S principles and responsi)ilities "alculating computer capacity Reading s%ills re1uired to interpret wor% instruction "ommunication s%ills

"D" Tour Guiding Services " II :5H:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2ER#OR% 9OR:2"ACE AND SA#ET3 2RACTICES
CODE %ODU"E TIT"E
TRS5++4<8 2ER#OR%ING 9OR:2"ACE AND SA#ET3 2RACTICES
%ODU"E DESCRI2TOR
This MODU@E deals with the %nowledge, s%ills and attitudes in &ollowing health, sa&ety and security practices0 It includes dealing with emergency situations and maintaining sa&e personal presentation standards0
( 'OURS Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 Collow wor%place procedures &or health, sa&ety and security practices @O40 Deal with emergency situations @O50 Maintain sa&e personal presentation standards
:5,:
"O&$ #O""O9 9OR:2"ACE 2ROCEDURES #OR 4EA"T4@ SA#ET3 AND SECURIT3 2RACTICES *SSESSME T "RITERI*S +0 "orrect health, sa&ety and security procedures are &ollowed in line with legislation, regulations and enterprise procedures 40 Dreaches o& health, sa&ety and security procedures are identi&ied and reported in line with enterprise procedure 50 Suspicious )ehavior or unusual occurrence are reported in line with enterprise procedure "O TE TS2 Interpersonal s%ills Good wor%ing attitude $or%place health, sa&ety and security procedures Emergency procedures #ersonal presentation Sa&ety #ractices #roper disposal o& gar)age #ractice sa&ety measures 9S Implementation *)ility to ma%e decision Time management *)ility to o&&er alternative steps "are in handling and operating e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter
:8<:
MET'ODO@OGIES2 @ecture Group Discussion Tutorial or sel&:pace
:8+:
@O40 DEA" 9IT4 E%ERGENC3 SITUATIONS *SSESSME T "RITERI*S Emergency and potential emergency situations are recogni7ed and appropriate action are ta%en within individualFs scope o& responsi)ility Emergency procedures are &ollowed in line with enterprise procedures *ssistance is sought &rom colleagues to resolve or respond to emergency situations Details o& emergency situations are reported in line with enterprise procedures "O TE TS2 Interpersonal s%ills Good wor%ing attitude $or%place health, sa&ety and security procedures Emergency procedures #ersonal presentation Sa&ety #ractices #roper disposal o& gar)age #ractice sa&ety measures 9S Implementation *)ility to ma%e decision Time management *)ility to o&&er alternative steps "are in handling and operating e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter
:84:
:85:
@O 50 %AINTAIN SA#E 2ERSONA" 2RESENTATION STANDARDS *SSESSME T "RITERI*S +0 Sa&e personal standards are identi&ied and &ollowed in line with enterprise re1uirements "O TE TS2 Interpersonal s%ills Good wor%ing attitude $or%place health, sa&ety and security procedures Emergency procedures #ersonal presentation Sa&ety #ractices #roper disposal o& gar)age #ractice sa&ety measures 9S Implementation *)ility to ma%e decision Time management *)ility to o&&er alternative steps "are in handling and operating e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S "omputer )oo%s and "Ds
:88:
:89:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2ROVIDE E##ECTIVE CUSTO%ER SERVICE
CODE %ODU"E TIT"E %ODU"E DESCRI2TOR
TRS5++4<9 2ROVIDING E##ECTIVE CUSTO%ER SERVICE This module deals with the %nowledge, s%ills and attitudes in providing e&&ective customer service0 It includes greeting customer, identi&ying customer needs, delivering service to customer, handling 1ueries through telephone, &a3 machine, internet and email and handling complaints, evaluation and recommendation0 ) hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 Greet customer @O40 Identi&y customer needs @O50 Deliver service to customer @O80 'andle 1ueries through telephone, &a3 machine, internet and email @O90 'andle complaints, evaluation and recommendations
"D" Tour Guiding Services
:8-:
"O&$ GREET CUSTO%ER *SSESSME T "RITERI* +0 Guests are greeted in line with enterprise procedure 40 !er)al and non:ver)al communications are appropriate to the given situation 50 on ver)al communication o& customer is o)served responding to customer 80 Sensitivity to cultural and social di&&erences is demonstrated "O TE TS2 "ommunication Interactive communication with others Interpersonal s%ills. social graces with sincerity Sa&ety #ractices Sa&e wor% practices #ersonal hygiene *ttitude *ttentive, patient and cordial Eye:to:eye contact Maintain teamwor% and cooperation Theory Selling.up:selling techni1ues Interview techni1ues "on&lict resolution "ommunication process "ommunication )arriers E&&ective communication s%ills on:ver)al communication : )ody language *)ility to wor% calmly and uno)trusively e&&ectively *)ility to handle telephone in1uiries and conversations "orrect procedure in handling telephone in1uiries #roper way o& handling complaints
:8;:
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhead #ro6ector >optional? "omputer #rinter MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S "EARNING %ATERIA"S Doo%s and !ideos relating to customer service and service philosophy
:8H:
@O40 IDENTI#3 CUSTO%ER NEEDS *SSESSME T "RITERI* +0 *ppropriate interpersonal s%ills are used to ensure that customer needs are accurately identi&ied 40 "ustomer needs are assessed &or urgency so that priority &or service delivery can )e identi&ied 50 "ustomers are provided with in&ormation 80 #ersonal limitation in addressing customer needs is identi&ied and where appropriate, assistance is sought &rom supervisor "O TE TS2 "ommunication Interactive communication with others Interpersonal s%ills. social graces with sincerity Sa&ety #ractices Sa&e wor% practices #ersonal hygiene *ttitude *ttentive, patient and cordial Eye:to:eye contact Maintain teamwor% and cooperation Theory Selling.upselling techni1ues Interview techni1ues "on&lict resolution "ommunication process "ommunication )arriers E&&ective communication s%ills on:ver)al communication : )ody language *)ility to wor% calmly and uno)trusively e&&ectively *)ility to handle telephone in1uiries and conversations "orrect procedure in handling telephone in1uiries #roper way o& handling complaints
:8,:
:9<:
@O50 DE"IVER SERVICE TO CUSTO%ER *SSESSME T "RITERI* +0 "ustomer needs are promptly attended to in line with enterprise procedure 40 *ppropriate rapport is maintained with customer to ena)le high 1uality service delivery 50 Opportunity to enhance the 1uality o& service and products are ta%en wherever possi)le "O TE TS2 "ommunication Interactive communication with others Interpersonal s%ills. social graces with sincerity Sa&ety #ractices Sa&e wor% practices #ersonal hygiene *ttitude *ttentive, patient and cordial Eye:to:eye contact Maintain teamwor% and cooperation Theory Selling.upselling techni1ues Interview techni1ues "on&lict resolution "ommunication process "ommunication )arriers E&&ective communication s%ills on:ver)al communication : )ody language *)ility to wor% calmly and uno)trusively e&&ectively *)ility to handle telephone in1uiries and conversations "orrect procedure in handling telephone in1uiries #roper way o& handling complaints
:9+:
:94:
@O80 4AND"E 1UERIES T4ROUG4 TE"E24ONE@ #AA %AC4INE@ INTERNET AND E%AI" *SSESSME T "RITERI* +0 Use telephone, computer, &a3 machine, internet e&&iciently to determine customer re1uirements 40 Gueries. in&ormation are recorded in line with enterprise procedure 50 Gueries are acted upon promptly and correctly in line with enterprise procedure "O TE TS2 "ommunication Interactive communication with others Interpersonal s%ills. social graces with sincerity Sa&ety #ractices Sa&e wor% practices #ersonal hygiene *ttitude *ttentive, patient and cordial Eye:to:eye contact Maintain teamwor% and cooperation Theory Selling.upselling techni1ues Interview techni1ues "on&lict resolution "ommunication process "ommunication )arriers E&&ective communication s%ills on:ver)al communication : )ody language *)ility to wor% calmly and uno)trusively e&&ectively *)ility to handle telephone in1uiries and conversations "orrect procedure in handling telephone in1uiries #roper way o& handling complaints
:95:
:98:
@O90 4AND"E CO%2"AINTS@ EVA"UATION AND RECO%%ENDATIONS

*SSESSME T "RITERI* +0 Guests are greeted with a smile and eye:to:eye contact 40 Responsi)ility &or resolving the complaint is ta%en within limit o& responsi)ility 50 ature and details o& complaint are esta)lished and agreed with the customer 80 *ppropriate action is ta%en to resolve the complaint to the customers satis&action wherever possi)le "O TE TS2 "ommunication Interactive communication with others Interpersonal s%ills. social graces with sincerity Sa&ety #ractices Sa&e wor% practices #ersonal hygiene *ttitude *ttentive, patient and cordial Eye:to:eye contact Maintain teamwor% and cooperation Theory Selling.upselling techni1ues Interview techni1ues "on&lict resolution "ommunication process "ommunication )arriers E&&ective communication s%ills on:ver)al communication : )ody language *)ility to wor% calmly and uno)trusively e&&ectively *)ility to handle telephone in1uiries and conversations "orrect procedure in handling telephone in1uiries #roper way o& handling complaints
:99:
:9-:
CORE CO%2ETENCIES
:9;:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3
RESEARC4 IN#OR%ATION RE"EVANT TO TOUR ITINERAR3 RESEARC4ING IN#OR%ATION RE"EVANT TO TOUR ITINERAR3 This module deals with the %nowledge, s%ills and attitudes re1uired to access and research in&ormation &or developing and completing the itinerary o& the tour pac%age0 The tour guide always underta%es this competency whenever the itinerary includes e3tra:ordinary sites and sights
%ODU"E TIT"E
%ODU"E DESCRI2TOR
-= hours Trainees or students wishing to gain entry into this course should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0 /
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 Source in&ormation @O40 *rrange in&ormation
:9;:
@O+0 SOURCE IN#OR%ATION *SSESSME T "RITERI*S +0 40 50 Sites and sights are identi&ied in consultation with other tour guides, colleagues and company o&&icials Research sources and appropriate methodologies are selected )ased on client re1uirements Sites and sights are assessed &or visitor suita)ility including2 a0 accessi)ility )0 &eatures, )ene&its and signi&icance c0 environmental impact/ historical value d0 cost and pro&it potential and economic contri)ution *ppropriate commentary and tour scripts are prepared )ased on research conducted0 "ommentary and tour scripts that are accepta)le to the visitors, without political or religious attachments, are developed
80 90
"O TE TS2 (nowledge o& the components o& a tour product $or%ing %nowledge o& the visitorFs pro&ile @ocal regulations and their impact on the tour itinerary Industry practices relevant to sites and sights (nowledge o& the visitorsF interest in relation to the tour itinerary Industry practices in the pac%aging o& tour products as appropriate to di&&erent sectors Use o& electronic resources &or research "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter Teleph one . two = way radio TOO"S AND ACCESSORIE S SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle 'at Map Dallpen "alculator #encil Record )oo% "ompass "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic
:9H:
Ca3 "amer !ideo "amera Microp hone Dullhor n Cirst *id (it Mo)ile #hone
Cirst aid %it Tour Guide Manual
Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments
MET'ODO@OGIES2 Group discussion Interaction Demonstration Discussion Cieldtrips to gateway terminals B transport companies
*SSESSME T MET'ODS2 Interview on the %nowledge o& tour pac%age components and in&ormation relevant the tour itinerary Demonstration on how to plan and conduct a tour visit to a sites and sights O)servation o& the delivery process through simulation or actual per&ormance Review o& port&olios o& evidence Third party wor%place reports o& on:the:6o) per&ormance
:9,:
@O4$ ARRANGE IN#OR%ATION *SSESSME T "RITERI*S +0 Tour scripts are developed in accordance with re1uirements o& speci&ic visitors 40 Multiple components to create ma3imum value and interest are com)ined and integrated 50 In&ormation researched is &iled in a logical manner 80 "ompany o&&icials are in&ormed o& changes in costs o& tour components ta%ing into consideration %ey &inancial &actors 90 Revised costs structures to include &ull details o& all changes, inclusions, e3clusions and add :ons are presented to company o&&icials -0 #rograms in response to &eed)ac% &rom visitors.colleagues are reviewed and ad6usted ;0 @egal re1uirements are chec%ed and incorporated )ased on national and local statutes H0 Tour script and itinerary are presented to appropriate authorities &or approval prior to implementation "O TE TS2 #ro:actively sourced and wrote a range o& scripts on di&&erent sites and sights Use o& electronic resources &or writing "osting #rinciples Technical writing s%ills "ommunication s%ills
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter Teleph one . two TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&or m >authori7 ed tour service apparel? $histl e 'at Map Dallpe "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o&
:-<:
= way radio Ca3 "amer a !ideo "amera Microp hone Dullhor n Cirst *id (it Mo)ile #hone
n "alcul ator #encil Recor d )oo% "omp ass Cirst aid %it Tour Guide Manual
di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
*SSESSME T MET'ODS2 Interview on the %nowledge o& tour pac%age components and in&ormation relevant the tour itinerary Demonstration on how to plan and conduct a tour visit to a sites and sights O)servation o& the delivery process through simulation or actual per&ormance Review o& port&olios o& evidence Third party wor%place reports o& on:the:6o) per&ormance
:-+:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 %ANAGE ARRANGE%ENTS #OR VISITORS
%ODU"E TIT"E %ODU"E DESCRI2TOR
%ANAGING ARRANGE%ENTS #OR VISITORS This module covers the %nowledge, s%ills, and attitude re1uired &or managing the tour arrangements included in the tour itinerary and ma%ing provisions &or additional changes and revisions as contracted )y a tour operator or tour organi7er0
)= hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0
"EARNING OUTCO%ES / Upon completion o& this module the students.trainees will )e a)le to2 @O+0 @O40 @O50 @O80 #er&orm pre:arrival chec%s Manage tour arrangements Resolve complaints and other emergencies #er&orm post:departure activities
:-4:
@O+0 2ER#OR% 2REBARRIVA" C4EC:S *SSESSME T "RITERI*S +0 Inclusions o& the tour itinerary are determined as to client re1uirements 40 Tours components that are &or the visitorsF personal account are determined )ase on enterprise policy 50 Reserved tour components are veri&ied and changes e&&ected as necessary "O TE TS2 #re = arrival chec%s Resolving complaints and other emergencies "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments Room ratings and the schedules o& airlines ,shipping companies, )us . train companies English language=&luency and e&&ective communication s%ills Use o& telephone, &a3 and two = way radio Sensitivity to )oth Cilipino mentality and &oreign mentalities Sa&ety and Sanitation Ris% Management and emergency procedures
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter Telephon e . two = way radio TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7 ed tour service apparel? $histle 'at Map Dallpen "alculato r "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o&
:-5:
Ca3 "amera !ideo "amera Micropho ne Dullhorn Cirst *id (it
#encil Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%: out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
*SSESSME T MET'ODS2 Interview on the %nowledge o& tour pac%age components and in&ormation relevant the tour itinerary $ritten test O)servation and simulated or actual demonstration
:-8:
@O40 %ANAGE TOUR ARRANGE%ENTS *SSESSME T "RITERI*S +0 Delivery o& tour components are supervised in accordance with tour arrangements 40 "ompliance o& suppliers o& reserved tour components are chec%ed 50 #roper accounting o& money paid or accounts dues to and &rom visitors and.or suppliers are conducted )ase on enterprise procedures 80 Relevant in&ormation on the suppliers services, amenities and &acilities is provided 90 Optional visitorsF re1uest &rom the suppliers are &acilitated -0 !isitors are politely reminded to pay &or all e3penses o& a personal nature "O TE TS2 Managed tour arrangements Resolving complaints and other emergencies "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments Room ratings and the schedules o& airlines ,shipping companies, )us . train companies English language=&luency and e&&ective communication s%ills Use o& telephone, &a3 and two = way radio Sensitivity to )oth Cilipino mentality and &oreign mentalities Sa&ety and Sanitation Ris% Management and emergency procedures
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhe ad #ro6ector >optional? TOO"S AND ACCESSORI ES SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map
:-9:
er
"omput
#rinter Telephon e . two = way radio Ca3 "amera !ideo "amera Micropho ne Dullhorn Cirst *id (it
'at Map Dallpen "alculator #encil Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments
:--:
@O50 RESO"VE CO%2"AINTS AND OT4ER E%ERGENCIES *SSESSME T "RITERI*S +0 Resolution o& complaints and other concerns are given assistance )ase on enterprise policy 40 ature o& complaint with supplier concerned is evaluated 50 *ppropriate solutions are determined and applied 80 *uthorities concerned are noti&ied a)out the situation whenever possi)le 90 Tour operator is noti&ied a)out the situation -0 *ll incidents are documented in &inal report "O TE TS2 Resolving complaints and other emergencies #er&ormed post = departure activities "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments Room ratings and the schedules o& airlines ,shipping companies, )us . train companies English language=&luency and e&&ective communication s%ills Use o& telephone, &a3 and two = way radio Sensitivity to )oth Cilipino mentality and &oreign mentalities Sa&ety and Sanitation Ris% Management and emergency procedures
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhe ad #ro6ector >optional? "omput er TOO"S AND ACCESSORI ES SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle 'at Map "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures
:-;:
#rinter Telephon e . two = way radio Ca3 "amera !ideo "amera Micropho ne Dullhorn Cirst *id (it
Dallpen "alculator #encil Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments
:-H:
"O-$ 2ER#OR% 2OSTBDE2ARTURE ACTIVITIES *SSESSME T "RITERI*S +0 Revisions and cancellations o& services rendered are reported in accordance with enterprise guidelines and procedures 40 *dditional revenue or e3penses incurred are accounted 50 "omplaints and commendations are reported )ase on enterprise policy 80 Report on e3penses incurred in connection with the tour itinerary su)mitted "O TE TS2 #er&ormed post = departure activities "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments Room ratings and the schedules o& airlines ,shipping companies, )us . train companies English language=&luency and e&&ective communication s%ills Use o& telephone, &a3 and two = way radio Sensitivity to )oth Cilipino mentality and &oreign mentalities Sa&ety and Sanitation Ris% Management and emergency procedures
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhe ad #ro6ector >optional? "omput er #rinter Telephon e . two = TOO"S AND ACCESSORI ES SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle 'at Map Dallpen "alculator #encil "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets
:-,:
way radio Ca3 "amera !ideo "amera Micropho ne Dullhorn Cirst *id (it
Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
"urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor:related esta)lishments
:;<:
%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 ACCO%2AN3 AND GUIDE VISITORS IN ACCORDANCE 9IT4 T4E TOUR ITINERAR3 ACCO%2AN3ING AND GUIDING VISITORS IN ACCORDANCE 9IT4 T4E TOUR ITINERAR3 This unit covers the %nowledge and s%ills re1uired &or accompanying and guiding visitors, per&orm sa&ety practices and resolve complaints and other emergencies in locality as contracted )y a tour operator or local organi7ation0
%ODU"E TIT"E
%ODU"E DESCRI2TOR
)= hours Trainees or students should possess the &ollowing re1uirements2 can communicate )y oral and written language/ physically and mentally a)le/ with good moral character/ and "an per&orm )asic mathematical computation0
Upon completion o& this module the students.trainees will )e a)le to2 @O+0 #er&orm pre:arrival activities @O40 Guide tourist @O50 Deliver in&ormation and commentaries @O80 Resolve complaints and other emergencies @O90 #er&orm post = departure activities @O-0 Develop tour guide = tour driver wor% relationship >teamwor%?
:;+:
@O+0 2ER#OR% 2REBARRIVA" ACTIVITIES *SSESSME T "RITERI*S +0 "omposition and responsi)ility o& the tour guide are determined as per company policies and procedures 40 *rrival and departure schedules are chec%ed 50 Reservations o& the tour itinerary are chec%ed 80 Tour itinerary is chec%ed &or compliance with visitorsF re1uirements 90 *ll reservations made )y tour operator or local organi7ation are veri&ied -0 Guide %it, cash advance and e3change vouchers are collected "O TE TS2 #er&ormed pre:arrival activities Resolved complaints and other emergencies Tourism services and local &acilities o& interest to visitors >currency e3change locations, tour )oo%ing o&&ices, accommodation, attractions, )an%s, dry cleaners, medical &acilities? (nowledge o& the &orm o& government or geo:politics )ut not political ideas *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment "O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter Telephon e . two = way radio Ca3 "amera !ideo "amera Micropho TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle 'at Map Dallpen "alculator #encil Record )oo% "ompass Cirst aid %it Tour Guide "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o&
:;4:
ne Dullhorn Cirst *id (it
Manual Mo)ile #hone
Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportatio n company o @odging esta)lishmen t Standard Operating #rocedures o Transportatio n company o @odging esta)lishmen t o Other visitor: related esta)lishmen ts
:;5:
"O($ GUIDE TOURIST *SSESSME T "RITERI*S +0 *ppropriate attire is worn during tour 40 #ersonal hygiene as per accepted social norms is o)served and practiced 50 #ic% up points, routing and stopovers are coordinated with tourist vehicle driver 80 !isitors are segregated &rom the general crowd to give welcome )rie&ing )e&ore )oarding 90 !isitors are welcomes and the )aggage is chec%ed -0 *ssistance is provided in the registration &ormalities at the place o& lodging and during chec% out ;0 Tour arrangements are coordinated with the suppliers H0 'ead counts are conducted )e&ore starting the tour ,0 Relevant in&ormation o& the area is provided +<0 Optional tours are promoted and sold ++0 !isitors are reminded o& sa&ety precautions +40 !ehicles are chec%ed &or )elonging le&t )ehind a&ter every tour "O TE TS2 #reparation &or Guided tours #repare &or arrival o& guest Resolved complaints and other emergencies *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter Telephon e . two = way radio Ca3 TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7ed tour service apparel? $histle 'at Map Dallpen "alculato r #encil "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o&
+0 40
:;8:
50 "amera 80 !ideo "amera 90 Micropho ne -0 Dullhorn ;0 Cirst *id (it
Record )oo% "ompass Cirst aid %it Tour Guide Manual Mo)ile #hone
discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
:;9:
@O50 DE"IVER IN#OR%ATION AND CO%%ENTARIES *SSESSME T "RITERI* +0 40 50 80 90 -0 Relevant and timely commentaries are provided Relevant and timely instructions are provided as needed #roper posture and position is assumed at all times "ommentaries are delivered with proper voice modulation and pronunciation *ppropriate terminologies and up:to:date in&ormation are used at all times #ositive interaction with visitors is developed and practiced
"O TE TS2 Resolved complaints and other emergencies General %nowledge o& the #hilippines and its regions including2 o "limate >weather patterns including any e3treme conditions, impact o& climate on li&estyle, stories associated with climate in a local area? o Geography and geology >ma6or land &ormations.landmar%s.natural attractions and their %ey &eatures &or )oth #hilippines and local region? o 'istory >historical development o& #hilippines and the local region, ma6or historical events and prominent individuals, %ey dates, overview o& #hilippine indigenous history? o *rchitecture >ma6or styles and their proponents, %ey )uildings and structures )oth in #hilippines and the local area? o "ultural elements >overview o& indigenous cultures within the #hilippines, di&&erent cultures within the #hilippines and the local area, cultural activities, local customs? o *rt, theatre, music and literature >%ey per&ormers, writers and artists, ma6or wor%s )y the Cilipinos, ma6or cultural events? o Religion >religious ma%e:up &or Cilipinos and the local area, religious practices? o atural environment and tourism >how the environment is a tourism asset, impacts o& tourism on the environment, land management in #hilippines including the role o& ational #ar%s?0 o Clora and &auna >overview o& native &lora and &auna, their characteristics and %ey locations? o Government and politics >general structure, political parties, ma6or political &igures, current political issues? o Transport >main transport systems, usage o& di&&erent &orms o& transport across #hilippines, historical development o& di&&erent &orms o& transport? o *griculture >#hilippines history as a primary producer, %ey products o& the #hilippines, current issues? o Science and technology >#hilippine contri)ution )oth past and present, prominent individuals, %ey discoveries? o Sport >main Cilipinos sporting activities, #hilippines sporting record, local sporting &ocus, sporting &acilities, sporting comparisons with other countries or areas?
:;-:
o Economy >overview o& current state o& the economy, %ey &eatures o& the local economy and local industry?0 o Trade >#hilippines %ey e3ports and its main trading partners? o Education >overview o& school and higher education systems, comparisons o& systems to those o& other countries? o Cood >@ocal dishes and produce? o @ocal wines and spirits o @i&estyle >%ey &eatures o& the day:to:day living patterns o& #hilippines and local people, &amily and social customs? o Shopping >%ey locations, local products? o Tourism services and local &acilities o& interest to visitors >currency e3change locations, tour )oo%ing o&&ices, accommodation, attractions, )an%s, dry cleaners, medical &acilities? o "urrent events in #hilippines and the local region (nowledge o& the &orm o& government or geo:politics )ut not political ideas *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment "O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter H0 Telephon e . two = way radio ,0 Ca3 +<0 "amera ++0 !ideo "amera +40 Micropho ne +50 Dullhorn +80 Cirst *id (it TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7e d tour service apparel? $histle 'at Map Dallpen "alcula tor #encil Record )oo% "ompa ss Cirst aid %it Tour Guide Manual "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan
:;;:
Mo)ile #hone
"hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
:;H:
@O80 RESO"VE CO%2"AINTS AND OT4ER E%ERGENCIES *SSESSME T "RITERI*S +0 40 50 80 90 -0 "omplaints are addressed and re&erred to the person.s concerned !isitors com&ort is ensured during tour Stress situations are avoided and handled tact&ully Damage control in a)normal situations is adopted Tour operator is noti&ied o& the remedial measures in a)normal situations Dest solutions to a)normal situations are determined and applied with the companyFs approval
"O TE TS2 Resolved complaints and other emergencies *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter +90 Telephon e . two = way radio +-0 Ca3 +;0 "amera +H0 !ideo "amera +,0 Micropho ne 4<0 Dullhorn 4+0 Cirst *id (it TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7e d tour service apparel? $histle 'at Map Dallpen "alcula tor #encil Record )oo% "ompa ss Cirst aid %it Tour Guide Manual "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports,
:;,:
Mo)ile #hone
statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
:H<:
@O90 2ER#OR% 2OST 0 DE2ARTURE ACTIVITIES *SSESSME T "RITERI* +0 "ash advance is li1uidated in accordance with esta)lishment procedures 40 "omplaints, improvements and recommendations are written and sent to management and concerned personnel 50 Optional tour collections are remitted in accordance with esta)lishment procedures "O TE TS2 Resolved complaints and other emergencies #er&ormed departure and post:departure activities *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter 440 Telephon e . two = way radio 450 Ca3 480 "amera 490 !ideo "amera 4-0 Micropho ne 4;0 Dullhorn 4H0 Cirst *id (it TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7e d tour service apparel? $histle 'at Map Dallpen "alcula tor #encil Record )oo% "ompa ss Cirst aid %it Tour Guide Manual Mo)ile "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o& di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan
:H+:
#hone
"hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
:H4:
"O)$ DEVE"O2 TOUR GUIDE 0 TOUR DRIVER 9OR: RE"ATIONS4I2 7TEA%9OR:8 *SSESSME T "RITERI*S +0 "oach current registration is chec%ed 40 DriverFs complete name is sought and rapport is esta)lished )e&ore the tour )egins 50 Sound system >#*? and microphone are dou)le chec%ed 80 "leanliness and condition o& the coach are always chec%ed, especially the de&ective seats or armrest 90 Cull loaded &irst aid %it in the coach and &ire e3tinguisher are chec%ed -0 Driver is made &amiliar with the given itinerary : routes and stopovers : )e&ore the tour starts ;0 DriverFs attitude and protocol to passengers is o)served and corrected gently, i& driver has an attitude pro)lem H0 Things le&t )ehind inside the coach a&ter the tour are dou)le chec%ed ,0 DriverFs meals and physical condition are chec%ed, especially on long trips +<0 $henever applica)le, assistance is provided to the driver when une3pected developments occur>eg0,&lat tires? ++0 Due recognition is given to driver &or a 6o) well done "O TE TS2 Resolved complaints and other emergencies *)ility to spea% &luently In English and the local dialects *)ility to use o&&ice e1uipment "oaching and "ounseling Team )uilding
"O DITIO S.RESOUR"ES2 The students.trainees must )e provided with the &ollowing2 E1UI2%ENT @"D #ro6ector >optional? Overhea d #ro6ector >optional? "omput er #rinter 4,0 Telephon e . two = TOO"S AND ACCESSORIES SU22"IES < %ATERIA"S Uni&orm >authori7e d tour service apparel? $histle 'at Map Dallpen "alcula "EARNING %ATERIA"S Schedules o& airlines, shipping companies, )us and train "ompany policy Statutory regulations Updated.current year Map Updated #hilippine travel Drochures Clyers B handouts o&
:H5:
way radio 5<0 Ca3 5+0 "amera 540 !ideo "amera 550 Micropho ne 580 Dullhorn 590 Cirst *id (it
tor #encil Record )oo% "ompa ss Cirst aid %it Tour Guide Manual Mo)ile #hone
di&&erent topics o& discussion Used airline tic%ets "urrent Itinerary o& Domestic Travel #hilippine Travel Guide)oo%s ie2 @onely #lanet, CodorEs Guide, Insight Guide, etc DOT updated regional situationer reports, statistics B mar%eting plan "hec%:in and chec%:out procedures o Transportation company o @odging esta)lishment Standard Operating #rocedures o Transportation company o @odging esta)lishment o Other visitor: related esta)lishments
:H8:

CBC Tour Guiding Services NC II

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COMPETENCY-BASED CURRICULUM

TOUR GUIDING SERVICES NC II

NO%INA" DURATION 1UA"I#ICATION /

$or% in a team environment

$or%ing in a team environment

#ractice career pro&essionalism

#racticing career pro&essionalism

#ractice occupational health and sa&ety

#racticing occupational health and sa&ety

O)serve wor%place hygiene procedures

O)serving wor%place hygiene procedures

#er&orm wor%place and sa&ety practices

#er&orming wor%place and sa&ety practices

RESOURCES6%ANUA"S Schedules o& airlines, shipping companies, )us and train

ASSESS%ENT %ET4ODS/ $ritten e3amination #ractical Demonstration Direct o)servation 'ands:on

%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 CODE %ODU"E TIT"E %ODU"E DESCRI2TOR

NO%INA" DURATION 1UA"I#ICATION "EVE" 2RERE1UISITE

Receive and Respond to ;orkplace Communication$ 7NCI8 /

SU%%AR3 O# "EARNING OUTCO%ES

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

MET'ODO@OGIES2 Group discussion Interaction

*SSESSME T MET'ODS2 Direct O)servation Oral interview and written test

"D" Tour Guiding Services " II

%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3

%ODU"E TIT"E %ODU"E DESCRI2TOR

NO%INA" DURATION 2RERE1UISITE

SU%%AR3 O# "EARNING OUTCO%ES

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

%ODU"ES O# INSTUCTIONS UNIT O# CO%2ETENC3 2RACTICE CAREER 2RO#ESSIONA"IS%

CODE %ODU"E TIT"E %ODU"E DESCRI2TOR

NO%INA" DURATION 2RERE1UISITE

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

CODE %ODU"E TIT"E

9<<5+++<H 2RACTICING OCCU2ATIONA" 4EA"T4 AND SA#ET3 2ROCEDURES

NO%INA" DURATION 2RERE1UISITE

SU%%AR3 O# "EARNING OUTCO%ES

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

MET'ODO@OGIES2 @ecture Demonstration Role:play Simulation

*SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation

"D" Tour Guiding Services " II

"D" Tour Guiding Services " II

*SSESSME T MET'ODS2 #ort&olio *ssessment Interview "ase Study.Situation

"D" Tour Guiding Services " II

TRS5++4<+ DEVE"O2ING AND U2DATING INDUSTR3 :NO9"EDGE

NO%INA" DURATION 2RERE1UISITE

SU%%AR3 O# "EARNING OUTCO%ES

"D" Tour Guiding Services " II

MET'ODO@OGIES2 @ecture Group Discussion Individual.Group *ssignment

SSESSME T MET'ODS2 #ort&olio ssessment Interview "ase Study.Situation

SSESSME T MET'ODS2 #ort&olio ssessment Interview "ase Study.Situation