COLOMBIA
GUIA DE
TURISMO
Los niveles competencia dentro del sector turístico son cada vez más elevados. La variada oferta de destinos de incuestionable belleza y alta calificación innovadora en sus propuestas, hace que la prestación del servicio de guianza por parte del guía de turismo cuente con el diseño de un plan de acción que aporte los recursos necesarios para direccionar un proceso que satisfaga las expectativas del visitante.
Los requerimientos planteados para el sector del turismo, demandan un alto nivel de preparación y organización de quien ejecuta la acción de guianza. Los detalles a considerar para la buena organización de un tour inician con la elaboración de un programa desde antes de la llegada del turista, su arribo y estadía, los recorridos previstos y la despedida.
El tema a tratar en este apartado, pretende resaltar esos detalles con unos contenidos desarrollados en inglés, para que el aprendiz SENA se familiarice con toda la terminología aplicada a esta temática; igual se espera, que el alumno ponga en práctica sus destrezas en lo relacionado a la comprensión de lecturas en inglés.
INTRODUCCIÓN
Introducción...2
Mapa Conceptual...4
1. ORGANIZE YOUR WORK...5
1.1 Keep a calendar...5
1.2 Send a reminder...5
1.3 Know your tourists in advance...6
1.4 Prepare yourself...6
2. THE FIRST IMPRESSION...6
2.1 Personal hygiene...7
2.2 Dress code...7
2.3 Etiquette and Protocol...7
3. HEALTH, SAFETY AND SECURITY...8
3.1 Safety and health...8
3.2 Security...9
Bibliografía...10
Glosario...11
Control de Documento...13
Creative Commons y Marca Registrada...13
ESTRUCTURA DE CONTENIDOS
1. ORGANIZE YOUR WORK
A Good tour guide should always be prepared from the get-go and that means taking every detail into account to organize his or her job and the kind of tour being offered. Ahead of time, it is advisable for the tour guide to follow tips that would enhance his performance and the quality of the tour.
1.1 Keep a calendar
An organized guide won’t forget to meet someone or show up in the wrong place. Keep at least two calendars in case something happens to one of them. Preferably keep a calendar on a smart phone and another traditional paper calendar on a convenient wall where you will see it every day. When you book a time to guide a tourist mark it on both calendars and add reminders into your electronic calendar to alert you ahead of time. Include the guest’s: phone number, e-mail, home contact information and where they are staying on both calendars.
1.2 Send a reminder
TA week before they arrive send them a friendly reminder via e-mail reminding them about the fact that you are guiding them. It’s easy to set this up as a form letter so that every tour you do all you have to change is the name and maybe some minor particulars for your guests. If they don’t
Keep a calendar Send a reminder
Know your tourists in advance Prepare yoursel
f
email send them a physical letter to arrive about the same time. You don’t want them to cancel their trip and forget to cancel you. The day before you are going to guide them remind them again either with e-mail, text or a phone call. You can even remind them again an hour before the tour. Tourists are often tired and disorganized. Just because you remember the appointment doesn’t mean they will and having to cancel or reschedule is irritating and a waste of time. Another positive about all these reminders is that they will help you to establish a rapport with your guests.
2. THE FIRST IMPRESSION
The tour guide should be able to make the first impression an excellent one by presenting himself or herself in a way that shows good personal appearance and that includes hygiene as well as grooming.
As a guide you will want to pay attention to your personal appearance, the appearance of the routes you use during your tour and the appearance of your vehicle if you will be driving. Tourists are seeing your city and you for the first time. Everything related to your tour can be affected by a bad first impression. There is no reason to start off on the wrong foot and make things harder for yourself.
they arrive you and they will feel like you know each other a little and this will make showing your guests around much easier.
1.3 Know your tourists in advance
Try to learn about your guest’s food preferences, hobbies and the things they like to do so you can suggest some local attractions ahead of time. Again, the more you know about your guests the better. Keep these notes on both calendars or in a notebook so that you can refer to them later. It is easy- especially during tourist season- to get the people’s interests confused unless you write everything down.
1.4 Prepare yourself
Also prepare yourself for when you are showing them around. It’s best to take a small backpack with you. Keep paper guides, and/or a tablet computer in the backpack. Also pack a bottle of water for each person and for you (up to three- more than that arrange to stop somewhere to buy water). A small snack - such as energy bars or dried fruit is also helpful. In the pack also include a small medical kit, a deck of cards and if there are children coming a notebook to draw on and some pencils and/or small toys. A package of tissues, a small towel, tea bags, energy drink/rehydration packets, fold up rain sheets and a small umbrella are also good ideas. The idea behind packing your backpack is to keep it light enough not to bother you but full of essentials that your guests might need.
2.1 Personal hygiene
As a guide you should have good personal hygiene. Make sure you shower, use deodorant, shave and brush your hair. If you are a woman put on a modest amount of makeup. Pay particular attention to your teeth and your breath. If you have a problem with halitosis go to a dentist and see if you can fix the problem. No one wants to listen to a guide with bad breath.
2.2 Dress code
Dress in business casual and wear very comfortable shoes. If you have trouble with swelling in your legs and ankles look into buying compression hose or socks (Jobst is a good brand). Compression hose are like thick tights and they will help keep your feet from swelling if you have to walk or stand for long periods during your tour. Layer your clothing so that you can easily stay comfortable. Bring a jacket and/or a hat and an umbrella depending on the weather. Bring a small backpack to carry your medical kit, water, small snacks, maps and other personal items. Make sure all your clothing is clean and pressed and in good condition. Ask a friend for their opinion about how you look.
2.3 Etiquette and Protocol
Tourists should always be advised on the region’s conventional requirements as to social behavior; proprieties of conduct as established in any class or community or for any occasion.
An example follows:
• It is customary in our country to tip the friendly bus driver.
• In this region we bow rather than shake hands during a first meeting.
• Though the all-inclusive includes tips for the servers, it does not include tips for the bellboy.
COLOMBIA GUIA DE TURISMO
3.1 Safety and health
Safety is something many guides overlook. Nothing is more critical than making sure your guests are safe. Always carry an emergency medical kit on your person. Band-Aids are particularly important because feet tend to blister from all the walking associated with sightseeing. At your earliest convenience take a CPR training course.
3. HEALTH, SAFETY AND SECURITY PROCEDURES
A good tour guide should be fully aware of the importance of issues or topics related to safety, health and security procedures at work. By following rules and tips his goals would be accomplished without having to deal with situations or incidents that would tarnish his efforts and the tour itself.
Assess the general physical condition of your guests when you pick them up. Follow this up with inquiries about where they have come from and how their trip has been so far. If they look tired or sick simply ask them if they are ok to do the tour today or if they would like to postpone it. Postponing your tour can be a hassle but it is much better than dealing with a guest with diarrhea or worse yet having to revive one that collapses. People on vacation are sometimes in such a hurry to have a good time that they forget to eat and drink enough water. This combined with the extra energy needed to travel can be a dangerous combination. If the person appears to be in bad physical shape, if they are grey, bright red or obviously sick put your foot down and insist that they seek medical attention. You will be surprised how stubborn people can be. Preventing a serious incident while they are in your care is the primary concern.
3.2 Security
Another safety aspect consideration is to avoid dangerous places and activities. If you can’t avoid treacherous places you might want to get your guests to sign a waiver clearing you of any and all responsibility. Remember that your group will be walking slowly, looking around and taking pictures. They and you will obviously be tourists. In many cities locals have no problems but thieves target tourists. Call your local police station and ask them where they publish their crime statistics. Then look those stats up and plan your guided tours around problem areas.
Take public or professional transportation such as buses and cabs rather than using your own car. Driving is a very dangerous activity and as a guide you don’t need the extra responsibility of driving your guests around. In addition to the liability, it is difficult to concentrate on your tour if you are driving. Lastly, driving your guests around adds a level of intimacy that might not work to your advantage. If you have a nice car maybe your guests won’t feel like they need to tip you. If you have an old car maybe they won’t feel comfortable or safe in it.
BIBLIOGRAFÍA
Beoo.com. (s.f.). Good First Impression. Recuperado el 8 de
Octubre de 2012, de Beoo.com: http://www.beoo.com/
tips/good-first-impression
EnglishClub. (1997-2012). Explaining Rules, Safety and
Etiquette. Recuperado el 9 de SEPTIEMBRE de 2012, de
English Club:
work/tour-guide-safety.htm
GLOSARIO
Accomplished: Achieved or completed successfully.
Backpack: A piece of equipment, often containing life-support devices,
designed to be used while being carried on the back: a parachute in a backpack; an astronaut’s backpack.
Band-Aids: trade name for an adhesive bandage to cover small cuts or
blisters adhesive bandage - bandage consisting of a medical dressing of plain absorbent gauze held in place by a plastic or fabric tape coated with adhesive
Behavior: Human behavior (and that of other organisms and mechanisms)
can be common, unusual, acceptable, or unacceptable. Humans evaluate the acceptability of behavior using social norms and regulate behavior by means of social control.
Bow: to lower the head or the upper body.
CPR:Cardiopulmonary resuscitation. Using rescue breathing and chest
compressions to help a person whose breathing and heartbeat have stopped.
Customary: According to the customs or usual practices associated with
a particular society, place, or set of circumstances.
Etiquette: is a code of behavior that delineates expectations for social
behavior according to contemporary conventional norms within a society, social class, or group. The French word étiquette, literally signifying tag or label first appeared in English around 1750.[1]
Get-go: beginning: the time at which something is supposed to begin. Grooming: To care for the appearance of; to make neat and trim: groomed
himself carefully in front of the mirror.
Health: The state of being free from illness or injury: “he was restored to
health”; “a health risk”. A person’s mental or physical condition.
Liability: The state of being responsible for something, esp. by law. A
thing for which someone is responsible, esp. a debt or financial obligation.
Medical kit: A first aid kit is a collection of supplies and equipment for use
in giving first aid.[1] First aid kits may be made up of different contents depending on who has assembled the kit and for what purpose.
Make-up: Cosmetics applied especially to the face.
Procedures: An established or official way of doing something. A series
of actions conducted in a certain order or manner.
Protocol: A protocol is a set of guidelines or rules
Rapport: A close and harmonious relationship in which the people or groups
concerned understand each other’s feelings or ideas and communicate well.
Reminder: A message or communication designed to ensure that someone
remembers something.
Safety: The condition of being protected from or unlikely to cause
danger, risk, or injury: “they should leave for their own safety”. Denoting something designed to prevent injury or damage: “a safety barrier”; “a safety helmet”.
Security: The state of being free from danger or threat.
Swelling: (Medicine / Pathology) an abnormal enlargement of a bodily
structure or part, esp as the result of injury Related adj tumescent.
Sightseeing: The activity of visiting places of interest in a particular
location: “a sightseeing tour”.
Treacherous: (of ground, water, conditions, etc.) Hazardous because of
presenting hidden or unpredictable dangers.
Waiver: A waiver is the voluntary relinquishment or surrender of some
Control de documento
Construcción Objeto de Aprendizaje THE TOUR GUIDE’S ORGANIZED WORK
Desarrollador de contenido
Experto temático Bienvenido Roy Torres Cárdenas Asesor pedagógico Luis Orlando Beltrán Vargas Producción Multimedia Sandra Carolina Durán López
Victor Hugo Tabares Carreño Martha Lucía Chaves Niño Programador Francisco José Lizcano Reyes Líder expertos temáticos José Armando Díaz Londoño Líder línea de producción Santiago Lozada Garcés
