Project Guide / Tour Leader E_ learning

SUCCESSFUL &
COMPETENT OUTBOUND
TOUR LEADER
PENDAHULUAN
A) Latar Belakang
Dalam rangka mengantisipasi era global, menghadapinya dan mempertahankan
kedudukan Indonesia dalam bisnis pariwisata dan blantika perdagangan global,
seyogianya kita aktif meningkatkan kualitas pelayanan pekerja pariwisata (SDM
nya). Salah satu bidang pelayanan yang harus ditingkatkan adalah pengemban
tugas sebagai Pimpinan Perjalanan Wisata (Tour Leader).
Untuk memperoleh Pimpinan perjalanan wisata (Tour Leader) yang berkualitas,
yang meliputi pengetahuan, keterampilan dan sikap yang kompeten, perlu
didukung dengan adanya sistem pendidikan dan pelatihan nasional yang
dikembangkan berdasarkan kebutuhan. Salah satu komponen yang harus ada
dalam sistem pendidikan dan pelatihan nasional, adalah adanya Standar
Kompetensi Kerja Nasional Indonesia, yang dikembangkan dari kebutuhan dunia
usaha di bidang pariwisata maupun kebudayaan.
Untuk mengantisipasi hal tersebut di atas maka perlu pembinaan Sumber Daya
Manusia di bidang Pimpinan Perjalanan Wisata (Tour Leader), agar dapat
bersaing dengan negara-negara lain. Terpenuhinya pembinaan ini dapat
memberikan nilai tambah bagi perkembangan tenaga kerja pariwisata di
Indonesia.
Untuk memberi gambaran dan pedoman yang jelas dan sistematis tentang
persyaratan minimal tenaga kerja di bidang Pimpinan perjalanan wisata (Tour
Leader), maka perlu disusun Standar Kompetensi Kerja Nasional Bidang
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Pimpinan perjalanan wisata (Tour Leader). Standar Kompetensi Kerja
Nasional Indonesia (SKKNI) disusun untuk menyediakan sebuah pedoman yang
yang baku dapat diaplikasikan dalam rangka memenuhi kebutuhan industri
sebagai pengguna.
B) TUJUAN
Tujuan penyusunan/penyempurnaan Standar Kompetensi Kerja Nasional
Indonesia (SKKNI) Pimpinan perjalanan wisata (Tour Leader) ini antara lain
sebagai acuan bagi penyusun kebijakan dan sebagai persyaratan minimal bagi
pelaku sertasebagai langkah langkah pengembangan SDM di bidang Pimpinan
perjalanan wisata (Tour Leader). Dengan melalui perumusan dan kesepakatan
tentang persyaratan minimal yang harus dipenuhi suatu bidang kerja tertentu dan
dokumen yang disusun secara formal dapat dipergunakan sebagai acuan
C) Pengertian SKKNI
Berdasarkan pada arti bahasa Indonesia, Standar diartikan sebagai “ukuran”
yang disepakati, sedangkan Kompetensi Kerja mempunyai arti sebagai
kemampuan kerja seseorang yang dapat teramati yang mencakup pengetahuan,
keterampilan dan sikap kerja seseorang dalam menyelesaikan suatu fungsi tugas
atau pekerjaan sesuai dengan persyaratan pekerjaan yang ditetapkan. Kata
Nasional mempunya arti berlaku di seluruh wilayah negara Republik Indonesia
dan kata Indonesia mempunya arti nama untuk negara kesatuan Republik
Indonesia sebagai pemilik standar tersebut.
Standar Kompetensi Kerja Nasional Indonesia yang selanjutnya disebut SKKNI
adalah rumusan kemampuan kerja yang mencakup aspek pengetahuan,
keterampilan dan/ atau keahlian serta sikap kerja minimal yang harus dimiliki
seseorang untuk melakukan tugas/ pekerjaan tertentu yang berlaku secara
nasional. Standar yang akan disusun berdasarkan RMCS (Regional Model
Competency Standard). Bebarapa istilah dalam SKKNI antara lain :
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1. Kompetensi kerja adalah kemampuan kerja setiap individu yang mencakup
aspek pengetahuan, keterampilan, dan sikap kerja yang sesuai dengan standar
yang ditetapkan.
2. Standardisasi kompetensi kerja adalah proses merumuskan, menetapkan
dan menerapkan standar kompetensi kerja.
3. Standar Kompetensi Kerja Nasional Indonesia (SKKNI) adalah uraian
kemampuan yang mencakup pengetahuan, keterampilan dan sikap kerja
minimal yang harus dimiliki seseorang untuk menduduki jabatan tertentu yang
berlaku secara nasional.
4. Penetapan Standar Kompetensi Kerja Nasional Indonesia adalah kegiatan
menetapkan Rancangan Standar Kompetensi Kerja Nasional Indonesia menjadi
Standar Kompetensi Kerja Nasional Indonesia oleh Menteri.
5. Pengarah adalah instansi/lembaga/asosiasi terkait yang memfasilitasi
pembentukan Panitia Teknis Penyusun SKKNI di sektor/sub sektor kompetensi di
bidang keahlian yang berkaitan dengan para pihak pemangku kepentingan
(stakeholder).
6. Panitia Teknis adalah sekelompok profesi tertentu yang unsur-unsurnya
terdiri atas asosiasi profesi, asosiasi perusahaan/ industri, asosiasi lembaga
pendidikan dan pelatihan, BNSP, lembaga sertifikasi profesi, pakar/ ahli/ praktisi
di bidang standard an di bidang substansi serta instansi teknis terkait.
7. Tim Teknis adalah Tim teknis Penyusun Draft Rancangan Standar
Kompetensi Kerja Nasional Indonesia yang dibentuk oleh panitia teknis.
8. Instansi teknis adalah departemen, kementrian negara dan/ atau lembaga
pemerintah lainnya yang merupakan Pembina teknis sektor/ sub sektor yang
bersangkutan.
D) Penggunaan SKKNI
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Dalam pembinaan, peningkatan dan pengembangan kualitas tenaga kerja
Indonesia sangat membutuhkan adanya SKKNI. Lembaga Pelatihan Tenaga
Kerja, Lembaga DIKLAT Profesi dan Lembaga Sertifikasi Profesi bersama-sama
dengan pengguna jasa/industri dapat melakukan kesepakatan untuk
menggunakan SKKNI sebagai standar kompetensi yang dipergunakan untuk
penyelenggaraan program pelatihan kerja dan peningkatan kualitas/ kompetensi
tenaga kerja di Indonesia sesuai dengan kebutuhan pasar kerja dan dunia
usaha.
Adapun kegunaan SKKNI dalam memenuhi kebutuhan dalam pembinaan,
peningkatan dan pengembangan kualitas tenaga kerja Indonesia antara lain :
1. Lembaga/ Institusi Pendidikan dan Pelatihan Kerja
a. Memberikan informasi untuk pengembangan program kurikulum dan silabus.
b. Menjadi acuan dalam penyelenggaraan pendidikan dan pelatihan kerja,
penilaian peserta pelatihan/ pekerja berpengalaman melalui uji kompetensi dan
sertifikasi.
2. Pasar Kerja dan Dunia Usaha/ Indsutri Serta Pengguna Tenaga Kerja
a. Membantu dalam proses rekruitmen tenaga kerja
b. Membantu penilaian unjuk kerja.
c. Membantu pembuatan uraian jabatan pekerjaan/ keahlian tenaga kerja.
d. Membantu pengembangan program pelatihan kerja spesifik berdasarkan
kebutuhan spesifik pasar kerja dan dunia usaha/ industri.
3. Lembaga/ Institusi Penyelenggara Sertifikasi Profesi
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a. Menjadi acuan dalam merumuskan paket-paket program sertifikasi dan
kompetensi (Skema Sertifikasi) sesuai dengan kualifikasi kompetensinya/ level
atau klastering sertifikasi kompetensi.
b. Menjadi acuan penyelenggaraan kelembagaan dari LSP di Indonesia
BAB I
SYARAT-SYARAT PEMIMPIN
PERJALANAN WISATA
(TOUR LEADER QUALIFICATION)
1. Pengertian Pemimpin Perjalanan Wisata (Tour Leader)
Menurut Surat Keputusan Mentri Perhubungan Nomor KM.
73/KP. 103/PHB-80 pemimpin perjalanan waisata adalah pegawai
biro perjalanan yang mempunyai pengetahuan dan keterampilan
untuk mengurus dan memimpin perjalanan rombongan wisata
wan.
Dalam definisi ini ditekankan 3 (tiga) hal yaitu :
a. Pemimpin Perjalanan Wisata adalah pegawai biro perjalanan,
b. Mempunyai pengetahuan dan keterampilan,
c. Mengurus perjalanan rombongan wisatawan.
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Didalam kepustakaan pariwisata pemimpin pariwisata dikenal
dengan dua istilah yang mempunyai pengertian yang sama atau
dapat disamakan fungsi dan tugasnya.
Istilah pertama adalah apa yang kita kenal dengan istilah “Tour
Leader” yang dalam bahasa Inggris oleh Armin D. Lehmann
dalam bukunya Travel and Tourism dijelaskan sebagai berikut :
“Tour leader is a courier or peroffessional travel escort;
someone with special qualification to conduct a travel group”.
Dalam hal ini istilah “Tour Leader” diartikan sebagai seorang
utusan atau pengiring yang mempunyai keahlian profesional
dalam perjalanan wisata. Untuk dapat menjadi seorang “Tour
Leader” ia harus memiliki persyaratan khusus untuk dapat
memimpin suatu rombongan wisatawan.
Istilah kedua yang dikenal dalam kepustakaan pariwisata
tentang Pemimpin Perjalanan Wisata ialah “Tour Conductor”
yang oleh Armin D. Lehmann dijelaskan sebagai berikut : “Tour
Conductor is a professional travel escort”. Disini tour conductor
juga diartikan sebagai seorang utusan yang ahli dan profes
sional dalam perjalanan wisata.
Istilah lain yang juga sering disamakan dengan Pemimpin
Perjalanan Wisata adalah apa yang disebut dengan istilah “Tour
Manager”.
Menurut Armin D. Lehmann istilah ini disebut diterangkan
kalimat seperti di bawah ini :
“Tour Manager is a proffessional tour excort hired to conduct a
prepaid tour from beginning to end”.
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Di dalam beberapa buku pariwisata di luar negeri kita jumpai
pula istilah “Tour Director” yang artinya identik dengan penger
tian “Tour Manager” tersebut di atas.
Dari uraian tersebut di atas dapat disimpulkan bahwa pengertian
Pemimpin Perjalanan Wisata dapat diberi batasan sebagai
berikut :
“Pemimpin Perjalanan Wisata ialah seseorang yang ditugaskan
untuk memimpin suatu perjalanan wisata bagi suatu rombongan
wisatawan pada suatu Daerah Tujuan Wisata tertentu, semenjak
mulai berangkat sampai kembali pulang ke tempat asal semula”.
Kalau diartikan menurut asal asal-usul kata (etimologi)
perkataan Pemimpin Wisata terdiri dari 2 (dua) kata yaitu
Pemimpin dan Perjalanan Wisata. Pemimpin berarti seseorang
yang mempunyai kedudukan sebagai pimpinan suatu Lembaga,
Organisasi dan sebagainya, yang kalau diterjemahkan ke dalam
bahasa Inggris sama atau sinonim dengan Leader, sedangkan
kata Perjalanan Wisata adalah kegiatan yang dilakukan baik
perseorangan maupun rombongan untuk mengunjungi obyek-
obyek yang menarik, berekreasi atau lazimnya dilakukan oleh
wisatawan yang kalau diterjemahkan ke dalam bahasa Inggris
sama atau sinonim dengan Tour and Travel. Karena itu menurut
pengertian asal-usul kata, Pemimpin Perjalanan Wisata dapat
diartikan menjasdi Tour & Travel Leader atau singkatnya Tour
Leader.
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2. Fungsi dan Kedudukan Pemimpin Perjalanan Wisata
Sebagaimana dijelaskan di atas, Pemimpin Perjalanan Wisata
adalah merupakan karyawan biro perjalanan. Memang dalam
perkembangan Industri Pariwisata modern kegiatan Pemimpin
Perjalanan Wisata tidak berdiri sendiri karena operasi kegiatan-
nya tergantung kepada aktivitas suatu biro perjalanan.
Pemimpin Perjalanan Wisata atau Tour Leader ini sama dengan
Tour Condudtor, dan biasanya adalah seorang Pramuwisata
Senior yang telah berpengalaman dan tidak jarang pula menjadi
pimpinan atau mendirikan suatu biro perjalanan.
Seseorang yang diberi tugas untuk mengurus suatu rombongan
wisatawan pada suatu Daerah Tujuan Wisata tertentu
seyogiayanyalah ia seorang karyawan dari suatu biro perjalanan
umum. Namun demikian dalam praktek tidak selalu seorang
pemimpin perjalanan wisata itu merupakan pegawai atau
karyawan suatu biro perjalanan umum, tetapi dapat saja
seseorang yang dapat dipercaya (karena pengalaman dan
keahliannya) untuk memimpin suatu perjalanan wisata.
Yang harus diperhatikan di sini ialah baik ia karyawan atau tidak
dari suatu biro perjalanan umum, seorang pemimpin perjalanan
wisata yang bertugas membawa suatu rombongan wisatawan,
dalam melakukan tugasnya ia selalu bertindak atas nama dan
mewakili biro perjalanan umum yang menugaskannya.
Di mata para wisatawan yang dibawanya, ia tidak lain adalah
orang yang bertanggung jawab terhadap kelancaran suatu
perjalanan wisata yang sudah direncanakan. Karena itu
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kedudukan seorang pemimpin perjalanan wisata tidak lain
mewakili biro perjalanan umum yang telah memberi tugasnya. Di
dalam operasional suatu biro perjalanan umum, seorang
pemimpin Perjalanan Wisata selalu taktis dibawah Bagian
Perjalanan Wisata (Tour Division) yang biasanya dikepalai oleh
seorang Manager Perjalanan Wisata (Tour Manager).
Dalam hal seorang Pemimpin Perjalanan Wisata bukan
karyawan suatu biro perjalanan umum, maka orang yang
ditunjuk sebagai Pemimpin Perjalanan Wisata berada di bawah
koordinasi Manager Perjalanan Wisata, kepada siapa ia harus
bertanggung jawab.
Jadi jelaslah bagi kita bahwa fungsi dan kedudukan seorang
pemimpin perjalanan wisata tidak lain adalah mewakili
kepentingan biro perjalanan umum yang menunjuk dan
mempercayainya.
Segala tingkah lakunya, tindak tanduknya, tiap kebijaksanaan
yang diambilnya adalah atas nama biro perjalanan umum yang
diwakilinya tadi.
3. Tugas Pemimpin Perjalanan Wisata
a. Memimpin dan mengurus Perjalanan rombongan Wisatawan,
b. Memeberi petunjuk-petunjuk dan penjelasan yang diperlukan
mengenai tugas yang akan dihadapi oleh pramuwisata dan
pengemudi,
c. Membantu pramuwisata apabila ada hambatan, terutama dalam
waktu perjalanan wisatawan sedang berlangsung,
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d. Selalu hadir / berada dengan rombongan baik yang baru tiba
maupun yang akan berangkat,
e. Membantu dan member saran kepada bagian tour dalam
membantu penyusunan paket wisata (Package Tour) yang
bermutu,
f. Membina hubungan kerja yang baik dengan rekan-rekan sejawat
dan rekanan yang diperlukan untuk kelancaran tugasnya,
g. Member laporan pelaksanaan tour setelah selesai menjalankan
tugas kepada pimpinan langsung atau tour manager.
Diatas telah dijelaskan tentang tugas pemimpin perjalanan wisata,
akan tetapi di dalam tugas-tugas secara operasional yang harus
dilakukan seorang pemimpin perjalanan wisata ialah sebagai
berikut :
a. Tugas-tugas sebelum / persiapan penyelenggaraan perjalanan
wisata (Tour)
1. Penyelesaian / pengurusan documen-dokumen yang
diperlukan antara lain :
a. Acara perjalanan (Tour itinerary) ; melakukan pengecekan
terakhir tentang rencana perjalanan wisata (Tour itinerary) yang
akan dilakukan.
b. Daftar nama peserta / rombongan ; memetiksa daftar pengikut
rombongan yang akan dibawanya, menyangkut hal-hal :
- Kelengkapan dukomen perjalanan dokumen masing-masing
anggota rombongan,
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- Mencatat barang-barang bawaan anggota rombongan,
- Menyelesaikan dan mencatat hal-hal yang khusus yang diminta /
diinginkan anggota rombongan, seperti perpanjangan lamanya
tinggal pada suatu kota atau pengaturan pesawat yang diingikan
waktu pulang sesudah paket wisata dilaksanakan.
c. Izin-izin masuk ke objek wisata,
d. Dokumen-dokumen perjalanan (Ticket, CIQ dan sebagainya),
e. Mengadakan pengecekan terakhir mengenai hotel dimana
rombongan akan menginap dengan melihat / memegang sendiri
konfirmasi telek yang dikirim hotel dimana akan menginap,
f. Mengetahui petugas yang kan menerima rombongan ditempat
atau kota yang akan dikunjungi dari biro perjalanan umum
setempat / perwakilan / cabang didalam atau diluar negeri.
2. Pemesanan (reservations) yang dilakukan sebelumnya
atas :
a. Hotel akomodasi lainya didaerah tujuan,
b. Alat angkutan yang akan dipergunakan,
c. Penyediaan konsumsi,
d. Kesiapan penyelenggaraan atraksi-atraksi wisata,
e. Objek-objek wisata yang hendak dikunjungi,
f. Pramuwisata setempat,
g. Dan lain-lain.
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3. Kendaraan yang hendak dipergunakan (kebersihan,
kondisi, alat-alat pengaman, tanda-tanda khusus yang
diperlukan, kesiapan pengemudi, bahan bakar, izin trayek dan
sebagainya).
b. Tugas-tugas dalam penyelenggaraan tour :
1. Perjalanan wisata dalam Negeri :
a. Mencocokkan jumlah peserta dengan daftar yang ada,
b. Membantu kelancaran pemberangkatan peserta (rombongan),
c. Jika menggunakan bus wisata, memberikan petunjuk-petunjuk
kepada pengemudi dan pramuwisata setempat.
d. Dalam keadaan tertentu dan atas persetujuan wisatawan
mengadakan perubahan aara perjalanan (tour itinerary).
e. Mengurus / menyelesaikan prosedur-prosedur administrative
yang diperlukan untuk memasuki obyek wisata.
f. Memberikan keterangan / pertanggung jawaban kepada Instalasi
yang berwenang di daerah / obyek yang dikunjungi.
g. Mengawasi, memperhatikan dan menjaga wisatawan dari
keadaan yang dapat membawa musibah serta mengambil
langkah-langkah/tindakan apabila terjadi sesuatu kecelakaan
atau keadaan darurat.
h. Menetapkan tata tertib yang harus dipatuhi peserta salama acara
tour berjalan.
i. Menandatangani bon dan melakukan pembayaran biaya tour,
sesuai dengan kewenangan yang diberikan perusahaan yang
menugasi.
2. Perjalanan wisata keluar Negeri :
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a. Mencocokan jumlah peserta dengan daftar yang ada.
b. Membantu kelancaran pemberangkatan rombongan/peserta.
c. Memberikan petunjuk/saran-saran yang perlu kepada mereka.
d. Mengurus dan membantu anggota rombongan untuk
mendapatkan tempat duduk (seat) sesuai tiket masing-masing
pengikut berikut barang-barang bawaannya.
e. Membantu anggota rombongan untuk berkomunikasi dengan
pramugari untuk hal-hal yang khusus (dalam hal ini bertindak
sebagai penterjemah).
f. Bertindak selaku pramuwisata selama dalam penerbangan.
g. Menetapkan tata tertib yang harus dipatuhi perserta.
h. Atas persetujuan wisatawan, memberikan persetujuan terhadap
perubahan acara perjalanan wisata (tour itinerary).
i. Memberikan keterangan / pertanggung jawaban kepada Instansi
yang berwenang di Negara tujuan.
j. Mengawasi, memperhatikan dan menjaga wisatawan dari
keadaan yang dapat membawa musibah serta mengambil
langkah-langkah apabila terjadi suatu kecelakaan dan atau
keadaan darurat.
k. Membina hubungan sebaik-baiknya dengan rekan usaha
(principals) di luar negeri.
l. Menandatangani bon dan melakukan pembayaran biaya tour
sesuai kewenangan yang diberikan perusahaan yang menugasi.
m. Melayani dan menyelesaikan segala keluhan (complaints)
wisatawan dengan sebaik-baiknya.
3. Tugas setelah sampai di Daerah Tujuan Wisata :
a. Membantu masing-masing anggota rombongan turun dari
pesawat atau kendaraan yang digunakan.
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b. Menyerahkan paspor atau dokumen perjalanan lainnya dan bukti
barang-barang bawaan kepada petugas biro perjalanan umum
setempat.
c. Menyerahkan daftar rombongan kepada perwakilan biro
perjalanan umum setempat dengan memberikan laporan tentang
hal-hal yang khusus dari anggota rombongan.
d. Mengecek barang-barang bawaan anggota rombangan bersama
dengan petugas biro perjalanan setempat.
e. Mengawasi anggota rombongan naik pada bus yang telah
disediakan untuk selanjutnya transfer ke hotel yang telah
ditentukan.
f. Mengadakan pengecekan tentang akomodasi hotel serta
persiapan makan dan minum anggota rombongan bersama
dengan petugas perjalanan umum setempat.
g. Menyerahkan (handling service) pengaturan kegiatan perjalanan
wisata (city sightseeing atau entertainment) kepada petugas
atau pramuwisata biro perjalanan umum setempat.
4. Ruang Lingkup Tugas Pemimpin Perjalanan Wisata
a. Menurut ruang lingkup tugasnya, pemimpin perjalanan wisata
dapat melaksanakan tugas di Dalam Negeri dank e Luar Negeri.
b. Dalam menjalankan tugas dapat didampingi oleh seorang
pramuwisata dan sering pula tanpa didampingi, akan tetapi
seyogianya harus dibantu oleh seorang pramuwisata local untuk
menjelaskan obje-objek wisata di tiap-tiap daerah/obyek yang
dilalui atau dikunjungi.
5. Syarat-syarat dan ketentuan Pemimpin Perjalanan Wisata
a. Syarat-syarat untuk menjadi Pemimpin Perjalanan Wisata :
Sesuai dengan ruang lingkup tugasnya yang cukup luas
tersebut serta peranannya dalam kepariwisataan. Untuk menjadi
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pemimpin perjalanan wisata mempunyai syarat-syarat tertentu,
minimal sebagai persyaratan dasar untuk beroprasi sebagai
pemimpin perjalanan wisata.
Sejalan dengan tujuan pemerintah dalam rangka meningkatkan
mutu pelayanan terhadap wisatawan, telah di keluarkan Surat
Keputusan Menteri Perhubungan Nomor KM. 73/KP.103/PHB-80
tanggal 1 April 1980 dan Peraturan pelaksanaannya dengan
Surat Keputusan Direktur Jenderal Pariwisata Nomor Kep-
21/U/IV/80 tanggal 21 April 1980 tentang Persyaratan dan Tugas
Pemimpin Perjalanan Wisata dan Pramuwisata.
Adapun persyaratan-syaratan yang harus dipenuhi untuk
menjadi seorang Pemimpin Perjalanan Wisata adalah sebagai
berikut :
1. Warga Negara Indonesia,
2. Umur serendah-rendahnya 25 tahun,
3. Menguasai bahasa Indonesia dan salah satu bahasa asing
dengan lancar,
4. Menguasai pengetahuan dan keterampilan dalam memimpin dan
mengatur perjalanan wisata,
5. Sehat fisik dan mental,
6. Berkelakuan baik,
7. Memiliki sertifikat dan tanda pengenal pemimpin perjalanan
wisata.
Selain persyaratan tersebut diatas, masih ada beberapa syarat
lagi untuk dapat ditunjukan/diangkat sebagai Pemimpin
Perjalanan Wisata antara lain adalah :
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1. Mengetahui kegiatan operasional suatu Biro Perjalanan Umum
pada umumnya, kegiatan Biro Perjalanan Umum dimana ia
bekerja pada khususnya.
2. Mempunyai keahlian dalam pengurusan dokumen perjalanan,
baik untuk mereka yang berangkat ke Luar Negeri maupun
wisatawan yang akan masuk ke Dalam Negeri.
3. Menegtahui perosedur dan ketentuan ke Luar-Masuk wisatawan
untuk suatu Negara tertentu, apa yang dapat dibawa masuk dan
apa yang boleh dibawa ke luar suatu Negara tertentu.
4. Menegtahui ilmu Bumi pariwisata, baik didalam maupun di luar
negeri, khususnya obyek-obyek wisata yang sering di kunjungi
wisatawan di dalam negeri dan di luar negeri.
5. Mengetahui seluk beluk dunia penerbangan, mulai dari
pengurusan tiket, barang-barang bawaan penumpang, prosedur
transit atau transfer sampai pada nilai tukar mata uang setempat
secara up to date.
6. Mengetahui kegiatan operasional perhotelan, mulai dari
reservasi, prosedur check-in dan check-out serta syarat-syarat
pemakaian kamar samapai pemesanan makanan dan minuman.
7. Menguasai bahasa rombongan wisatawan yang dibawanya
dengan sedikitnya dapat berbahasa Inggris yaitu satu bahasa
yang sampai saat ini banyak dimengerti oleh banyak wisatawan
manca Negara.
Ketujuh syarat tersebut diatas merupakan syarat minimal bagi
seorang pemimpin perjalanan wisata untuk dipercayakan untuk
membawa suatu rombongan wisatawan pada suatu Daerah
Tujuan Wisata. Namun demikian agar dapat melakukan tugasnya
dengan baik, maka seorang pemimpin perjalanan wisata itu
dituntut pula :
1. Mempunyai penampilan yang menarik dan meyakinkan,
16

2. Menyenangkan dan meudah menyesuaikan diri dengan
lingkungan yang baru,
3. Mudah berkomunikasi dengan siapa saja tanpa pandang bulu,
4. Mempunyai keperibadian yang menarik dan mengetahui etiket
pergaulan pada umumnya,
5. Dapat bertindak seorang pramuwisata (biasanya seorang
pemimpin perjalanan wisata banyak berasal dari seorang
pramuwisata yang berpengalaman/senior).
b. Ketentuan-ketentuan untuk menjadi Pemimpin Perjalanan
Wisata :
1. Ketentuan administratif :
a. Sertifikat dan tanda pengenal dapat diperoleh setelah mengikuti
kursus dan lulus ujian yang diadakan oleh Panitian Kursus Cq.
Direktorat Jenderal Pariwisata dan Pusdiklat Departemen
Pariwisata, Pos dan Telekomunikasi.
b. Sebelum mengikuti kursus terlebih dahulu memenuhi
persyaratan-persyaratan administratif yand disebutkan dalam
penjelasan persyaratan diatas.
2. Ketentuan Tugas Operasional :
a. Memakai tanda pengenal (badge).
b. Bertingkah laku yang baik dan sopan.
c. Mematuhi acara perjalanan (tour itinerary) yang telah ditetapkan
oleh Tour Operator.
d. Membantu pemerintah dalam pengembangan kepariwisataan.
e. Memberikan laporan berkala setiap 6 (enam) bulan sekali ke
Direktorat Jenderal Pariwisata dengan tembusan kepada
Gubernur setempat.
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3. Larangan :
a. Melakukan tugas tanpa memakai tanda pengelan (badge).
b. Meminta uang atau barang dari penjual atau orang lainnya yang
berkepentingan berkenan dengan pembelian barang atau lainya
oleh wisatawan yang diurus.
c. Memaksa wisatawan untuk menggunakan jasa-jasanya.
d. Merubah secara perjalanan yang sudah ditetapkan tanpa
persetujuan wisatawan dengan maksud memperoleh
keuntungan bagi dirinya.
e. Melalaikan waktu yang telah ditetapkan dalam tugasnya.
4. Sanksi :
a. Tanda pengenal dapat dicabut apabila telah mendapt teguran
beberapa kali.
b. Pelanggaran-pelanggaran ketentuan-ketentuan yang disebutkan
diatas dapat diberi teguran.
c. Pencabutan dilakukan oleh Direktur Jenderal Pariwisata.
18

CONTRACTUAL AGREEMENTS BETWEEN
MUMPUNI TOUR JAKARTA AND
SERONOK TOUR SERVICE SINGAPORE
GENERAL :
Local tour operator’s responsibilities to Garuda in so far as this
programmer is concerned are :
1. Provide air – conditioned deluxe coaches for
a) KUL/MKZ/SIN/MKZ/KUL run.
b) 2 Tours in Kuala Lumpur – City and Suburbs
1 Tour in Malacca – City Tour
c) All transfers between Airport / Hotel in Kuala Lumpur.
2. Assistance and look after passengers whenever they are on long
hauls transfers or tour as above.
3. All tips, entrance fees as follows :
a) Porter age @ 20 cts per piece at hotels and airports.
b) Tips at Mosque, entrance fee at zoo Negara in Kuala
Lumpur.
(Note : Camera charge at zoo for pax. Account)
c) Toll charges an route i.e. Muar.
TOUR SUPERVISORS : - SINGAPORE
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Administrate your area and act as Coordinator and supervise Guides,
Drivers, Passengers and coaches when in your area.
a) Discuss, with Guides and Drivers their assignments as instructed
by Kuala Lumpur.
b) Assist Guides especially when things are not going right.
c) Be present at hotels for all departures and arrivals on long hauls.
d) Handle all reports, complaints and cash floats in your area if
instructed by Kuala Lumpur.
e) Locate standby coaches in case of emergencies and make all
necessary decisions in cases of emergencies.
f) Liaise with hotels and tour supervisor-Kuala Lumpur, Agent
handling arrangements in Singapore to establish good working
relationship.
TOUR SUPERVISORS : PENANG
Administrate your area and act as Coordinator and supervise Guides,
Drivers, Passengers and coaches when in your area.
a) Discuss, with Guides and Drivers their assignments as instructed
by Kuala Lumpur.
b) Assist Guides especially when things are not going right.
c) Be present at hotels for all departures and arrivals on long hauls.
d) Handle all reports, complaints and cash floats in your area if
instructed by Kuala Lumpur.
e) Locate standby coaches in case of emergencies and make all
necessary decisions in cases of emergencies.
20

f) Liaise with hotels and tour supervisor-Kuala Lumpur, Agent
handling arrangements in Singapore to establish good working
relationship.
21

Tour Arrangements
ARR/DEP Transfers (Hilton) ARR/DEP Transfers
(Merlin)
Local Tours (Hilton) Local Tours (Merlin)
Long hauls (Hilton) Long hauls (Merlin)
Hotel Counter (Hilton) Optional Tours (Merlin
Hilton)
Hotel Counter (Merlin)
All Malacca
Arrangements
Coaches
Schedules & Drivers Schedules &
Instructions
Instruction all for all optional tour
Basic arrangements requirements
Accounting
Office petty cash
Optional Tours
Accounting
All invoices /
payments
Passengers
All Complaints
All compliments
All requirements
Reports
Bi weekly reports on Bi weekly reports on
All basic tour arrangements all optional tours
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GUIDES :
Act as tour Leader and Guide to the group assigned.
1) Collect from your supervisor all necessary documents.
2) Check coaches are at the hotels as assigned and that they are
clean.
3) Check job signs and colour codes before passengers boarding
4) Check first aid boxes.
5) Clear immigration and customs on passengers be half.
6) Guide and assist passengers during long hauls or drives
7) Report and if possible action on malfunctioning of hotels or
stopping points enroute.
8) Pay all tips and entrance fees on the spot from your cash flow.
9) Decide after due discussions with driver, on the spot during all
forms of emergencies.
10)Report immediately to Tour Supervisors of any major mishaps en
route.
11)Instruct driver to phone Tour Supervisor in case of delays,
breakdowns or major emergencies that you cannot deal with.
12)Report to Tour Supervisors on completion of day’s duties either
personal or by phone wherever you may be.
13)Instruct drivers to service and clean their coaches at and of each
trip.
DRIVERS :
Act as Captain of coach
1) Look after your guide, discuss and advise guide in case of
emergencies.
2) Refuel, service engine, air conditioner, brakes and tyres of coach
to see that they are in good condition the night before next
assignment.
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3) Clean the external as well as internal parts of coach after every
job.
4) Put up “job” signboards on arrival at hotels.
5) Supervise loading and unloading of baggage
6) Assist in counting and looking after passengers.
7) In case of breakdown, repair coach immediately or telephone for
replacements in case you cannot repair it.
8) In case of unreasonable request from passengers please comply
after due discussion with your guide.
PASSENGERS ENTITLEMENTS
All passengers traveling on Garuda Mumpuni Tour have paid for a
packaged tour which includes :
1) Flights Between Jakarta and Kuala Lumpur by
Garuda, economy class
Between Singapore, Malaysia and Thailand by
MAS Boeing 737 Jets on economy class
per programmed.
2) Transfers All transfers between Airport and Hotel
inclusive of porter age of one suitcase each.
3) Tours All tours : 2 in Kuala Lumpur
2 in Penang
2 in Bangkok
2 in Singapore
1 in Malacca
And inclusive of entrance fees and tips.
4) Longhauls Longhauls between Kuala Lumpur / Malacca/
Singapore, one way only.
5) Rooms ½ twin (sharing) room in the hotels as single
24

supplement would have been paid for before
commencement of journey.
6) Meals Full breakfast every morning at the hotels
they stay in.
7) Airport taxes : At all airports
Service charges
Tips, Entrance
Fees,Porterage
On all arrangements and in all hotels as
specified in the programme.
Baggage Allowance
44 lbs on all flights
On longhauls between Kuala Lumpur/
Malancca/ Singapore – one average size
suitcase.
For such programmes, no changes or refunds are generally allowed
except in cases certified serious illness or certified compassionate
grounds.
However, should passengers insist on changes, they may do so at
their own expense and no refund or credits will be entertained by
Garuda.
All passengers will hold official tickets issued by Garuda. In case of
doubt, please refer to tickets or your Senior officers.
GROUP MOVEMENT PATTERNS
Attached to this page is a chart showing the 12 different itineraries.
Analyzed, one will have, every week :
1) 3 Group of 32 passengers arriving Kuala
Lumpur for short holidays ranging from 7-9
days. This tour includes Kuala Lumpur and
“ 2 Cities”
25

Singapore
2) 5 Groups of 32 passengers arriving Kuala
Lumpur for a 2 weeks Holiday visiting Kuala
Lumpur, Penang (Malaysia) Singapore
(Singapore) and Bangkok (Thailand)
“3 Cities”
3) 4 groups of 32 passengers arriving Kuala
Lumpur, Penang (Malaysia) and Singapore
(Singapore)
“ 2 countries”
All passengers will arrive form and depart home to Indonesia by
Garuda Boeing 707 Jets. When on tours, all flights within Singapore,
Malaysia and Thailand will be on MAS and all long distance coach
travel will be between Kuala Lumpur and Singapore with a night stop
over in Malacca.
ARRIVAL / DEPARTURES TRANSFERS
These transfers should always be carried out without a flow,
otherwise you will create a bad impression from the beginning for
arrival transfers to the end of the trip for departure transfers. This
must be avoided at all costs.
Arrival Transfers
1) Check arrival time of flight. Also telephone to remind coach and
baggage lorry to be et the Airport on time.
a) For group flights
Baggage can be loaded at the back of coach.
Guides will work on their own.
b) In the case of flights arriving during the week end, a
baggage larry will be used for transportation of All bags to
their respective hotels.
26

Assistant tour supervisor will be there to meet the groups and
lend a helping hand.
2) Check that all necessary documents are in hand, before you leave
for the Airport, Arrangements can be made beforehand, for coach
to pick you up and proceed to the Airport together.
3) Please be at the Airport, 15 minutes before flight arrival.
4) Upon arrival, contact the airlines coordinator ; and check with him
which exit-gate is being used so as to position your coaches and
baggage larry, to your passengers’ convenience, Also check with
him the number of persons, group number (or groups) and remind
of baggage handling.
It is up to the Tour coordinator to go into the Airport to meet the
passengers get them into a group and see to it that all baggage is put
into a bay. Please request him to inform the passengers to check
through on an individual basis.
When everyone is ready be should get them through customs
b) if the Assistant Tour Supervisor has to go in to attend to things, he
should appoint a tour leader to approach customs. This is to
safeguard our interests.
5) After the passengers have been cleared through customs, they
should proceed to the exit gate, where our guide will meet them
and show them to the coach. Request the driver to count
numbers.
6) At about the same time, the baggage should be ready for
collection. Check with the tour coordinator, the number of bags
arrange for porters to load them on to coach.
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a) In charter flight arrivals – bags to be unloaded first, should
be loaded least, on to baggage lorry. And the lest guide at the
Airport, should not leave until all the bags have been loaded
and the driver is happy with the numbers.
7) Pay for porter age, there and then, and proceed to the hotel with
the passengers.
b) Should there be many coaches leaving the same time, the first
coach should travel faster and the rest should slow down a little.
8) Whilst proceeding to the hotel always first wish the passengers
“welcome to Malaysia” and introduce yourself to them.
9) Announce to them the check in procedures at the hotel.
10)Brief them on the whole itinerary should you have time, and this is
left to your discretion, your may brief them a little about the city,
tell them things like where to go for their meals and what to do.
11) Ask them whether they have any question and answer them as
best you can.
12)Collect all their flight tickets and explain to them that it is only for
reconfirmation purposes and that you will hand them back before
they leave.
13)Upon reaching the hotel, apply check in procedure as given. Sit at
your desk for 30 minutes when you are sure of no problems or
complaints from your passengers you may go home.
14)As soon as it is convenient to you, take all the tickets to any MAS
office and reconfirm them.
The Assistant tour supervisor is advised to go to the airport in case
of a missing bag, so that he can remain behind to clear it. However it
28

may not always be possible. Therefore, the whole task will fall back
on the guide.
DEPARTURE / TRANSFER – EXIT
1) Check departure time of flights
If there is a delay, inform the hotel to make the Announcement
using the paging system.
If it is known well beforehand, then the guide should inform each
and a very passenger of the delay and switch the departure times
accordingly
2) Coaches and baggage lorries have to be informed or reminded of
the pick-up time.
For domestic flights, passengers should leave for the Airport 18
hours before departure.
For international flights, passengers should leave 2 hours before
departure.
3) Report to the hotel on time and check that the coach and the
coach and the baggage lorry are there already
Guides should report half-hour before they are due to leave, to
check baggage, etc. as in “check-out” procedures of hotel.
4) The baggage lorry should leave the hotel first and the driver of the
baggage lorry should be informed of the flight number and where
he should unload the bags.
5) Whilst on the way to the airport, announce to the passengers to
have their
a) Passports together with the white immigration card inside.
b) $ 2.00 airport tax in Singapore or Malaysian currency.
c) Their airline tickets for whichever sector they ore flying
29

6) Explain to them what they have to do when they are at the airport
a) they will have to check-in at the MAS counter, individually
b) Advise them of the time of departure and the approximate
time the departure announcement will be made.
7) Upon arrival at the airport, request them to check-in. unload
baggage (from coach ) and get porters to attend to these after
counting them. Pay porteragu fees the there and then.
8) Check again with all your passengers, if they have their
passports, tickets and boarding passes. Remain at the Airport
until Aircraft takes off.
9) Sometimes an aircraft could be delayed after passengers have
boarded the aircraft. It is imperative that you are around should
this happen.
Should such a case arise, please follow the following
a) should the delay be for an hour or two, passengers must
remain at the airport.
b) Should the delay be more than 7 hours, the passengers are
to be taken back to the hotel. If this is the case, please
telephone the coach to come back to the airport.
c) Should the delay be for long periods requiring extra meals
and overnight accommodation, this will become the
responsibility of the airlines. ours is to provide them with a
transfer once the time is confirmed.
The bust policy in such cases would be always to consult the tour
coordinator, before you make decision, as this becomes the
responsibility of the Airlines (this applies only to international flights,
as it unlikely for Domestic Flights to be delayed for such long
periods)
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It is always encouraged that all guides and tour supervisors be on
good terms with Airline personnel. Never and under no
circumstances should we push the Airlines or demand from them.
Always be the first one to cooperate with them.
DEPARTURE – TRANSFERS
From Hotel to Airport
1) Day before departure of flight or coach, inform or check the
following :
a) To passengers and hotel
1) Wake up call if necessary
2) Baggage collection time
3) Time to be at the lobby
4) Time of departure from hotel
5) Time of departure of flight if necessary
b) Coach and baggage van arrangements
2) Be at hotel at least one hour before departure for longhauls and
45 minutes departure for the airports.
3) At the hotel action as follows :
a) Check baggage
b) Inform cashier of groups departure
c) Check coach
d) 20 minutes before departure page for boarding
e) Roll call and baggage check
4) When satisfied or time is right for departure, instruct coach to
move ahead.
5) On the way to the airport make the following announcements :
a) Enquire if they are comfortable
b) Brief them on airport check – in procedures, immigration
c) Inform them of facilities at the airport
6) On arrival at the airport, apply flight check in procedure
7) Telephone office and report
Notes :
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For departure transfers, nothing should ever go wrong except flight
delays. (Please refer to flight check in procedures)
TOUR ARRANGEMENTS
ARRIVAL TRANSFERS From airport to hotel
1) Before arrival of the flight check the following :
a) Coach reservations
b) Baggage van reservation
c) Hotel reservation and collect rooming list
d) Check – in procedures
e) Notice or information Board
Once you are satisfied that all basic arrangements are in order, call
the airport for flight information to find out if the flight is on time.
2) Be at the airport at least 15 minutes before flight touch down.
Or arrival at the airport, check :
a) Information on flight
b) Coach presence
c) Baggage van presence
d) Brief both drivers
e) Inform MAS on time of your group’s arrival and request
assistance.
3) On flight’s arrival, wait at gate, you may have to seek permission
to go beyond the customs benches to inform passengers :
a) Collect their baggage’s and leave them in one area
b) Appoint a tour leader to inform customs that the baggage is
ready for checking
4) When customs authorize the bags to be taken out :
a) Bring the passengers to the coach – you must be at the
door of the coach first.
b) Contact the porters to bring the bags out to the baggage
van
c) Inform the baggage van driver the number of pieces and
hand him the porter age fees for the porters.
32

d) When you are satisfied that you have all the passengers
and bags under control inform the driver to move off to their
hotel.
5) On the way to the hotel, if this being the first transfer, make the
following announcements :
a) Welcome passengers and enquire if the are comfortable as
well as about their flight into Kuala Lumpur.
b) Introduce yourself.
c) Apologies for delays or inconvenience if accession arrises
d) Go through their whole programmed quickly
e) Go through their itinerary again in for all arrangements you
are involved in.
f) Brief passengers on check in procedures at the hotel
g) Brief passengers the time they have to be at the lobby
tours, long hauls and departure transfers.
h) Inform passengers of their notice board at the hotel lobby
and hospitality desk.
i) Inform passengers of
i) hotel facilities
ii) exchange rates
iii) taxi services and charges
iv) shopping
v) spare time – optional Tours
vi) food, water and general health conditions.
j) If time to spare run commentary of surrounding scenery
k) Just before arriving at the hotel, remind passengers of :
i) Check – in procedure
ii) Meeting times at lobby for tours
iii) Remind them not to leave any personal belongings on card.
6) On arrival at the hotel be the first one to leave and stand at the
coach exit to assist passengers
7) When all passengers are off the coach, approach the check-in
area to ensure that passengers are taken care of.
8) Go back to the coach to check of anything has been left behind
9) Ensure that the porters are doing their work right
10)When all is finished, contact hotels Inur Coordinator to ensure :
33

i) All passengers checked in
ii) all baggage will be in order and be sent to the room quickly
iii) meal arrangements
iv) wake-up calls and baggage collection time even it is not for the
narrow
11)When all is satisfactory, telephone office and report accordingly
You may then leave the hotel
When arrangements go wrong please… DO NOT PANIC….
Find out what is wrong and act accordingly
NOTE
Missing or damaged bag gages at the airport
Straight away to ground hostess with passengers.
Missing passenger at airport – report straight way to ground hostess
and check flight manifest
If manifested, page for passenger
If not manifested, ignore it.
Customs query airport – contact the passenger involved and request
passenger to answer them
Documentary discrepancy at airport-passengers will have to deal
with it.
Never delay other passengers if possible
Non sighting of coach or baggage van at airport – telephone
immediately to coach company or officer whichever is quicker and
enquire
NOTES TO GUTOES AND TUUR SUPERVISORS
CHECK IN / CHECK OUT OF HOTEL
It is out responsibility to see to it that all check in and check out
procedures are carried out. This responsibility is that of the Tour
Guido concerned with that group on that day. You will realize that it
is not possible at all times for assistant four supervisors to be
present. However tour supervisors, will arrange their schedules in
such a way that they could be ad all hotels on the same morning.
34

It is therefore the responsibility of the Guide concerned with the
particular group on that see to it that all check – in and check – outs
are carrions out and reported to the tour supervisor as soon as
possible of any mishaps. In your report please do not hesitate to
indicate that it is the hotel’s mistake ; the passenger’s mistake or the
guide’s mistake.
These reports are not for the purpose of punishing anyone , rather it
is to have an explanation before report is lodged. This report will
definitely help us to explain our case should the need arise.
Check-out of hotels. The procedure should be as follows :
1) The guide upon arrival at the hotel on the ached lad times should
go straight to the bell captain in of the hotel to check the number
of pinces of baggage and enter it in the form attached.
2) Follow it up with a check with the receptionist or front office
manager if possible to see whether all rooms have been vacated
and all charges awing by passengers to the hotel for extra meals
and facilities have been paid for. Here we would indicate that
settlement of accounts between passenger and hotel is not our
responsibility. However, to aveid delay of departure times, it is
always good to raise this question to the front manager so that if
there should be any outstanding bills, the hotel couldn’t quickly
page for the passenger to settle his account. Should the hotel
refer you a case of non settlement, at the time of departure,
please do not delay the coach. However, ask the hotel for the
name of the passenger and the bill. Settle this amount half way
through your tour or long haul and make a statement of this case
which should be handed to the tour supervisor
3) Check that the coach is there and check also ita cleanliness and
see to it that the driver knows what his duties his duties are for
that particular job.
4) 15 minutes before departure time, request the hotel to page for all
passengers in that group traveling between say to board the
coach. You will find that the coach will have a plastic plate
hanging on the door indicating its duties for that particular job. In
35

cases where you are able to load passengers 5 or even 10
minutes before the actual. It is always good to leave on time. The
guide must always be at the door to welcome them aboard. When
your count of passengers is equal to the number that is required
or only a couple less, you may board the coach and make a roll
call.
For rell calls, please first brief the passengers that you are going
to make a roll call to see to it that no one will miss the coach.
Please also explain to them that they should put up their hands
the moment their names are called. When calling out names,
please see to it that the full name, together with the title is called
out. Should there be cases of families, you may simply announce
the surname and indicate “ a family of ….” If not ask the person
concerned how many are in his family.
If your roll call does not tally with the number required, please tell
passengers that you are short of so many and ask them not to
leave the coach. Go to the Reception Desk and ask them to page
for those passengers who are not on the coach and tell the
person who is paging that it is an immediate embarkation call.
If you still fail to have the required number, please check by
telephoning the room to see if they are in the room as paging
does not transmit into the rooms.
Should you find that after all the above procedures a certain
number of passengers cannot be traced, then please write the
name and room number of these passengers, give it either to the
tour supervisor if he is present, otherwise the Front office.
Manager or Assistant Front office manager and tell them about it.
Should the tour supervisor not be present and if you have to hand
these names to the Front office Manager, please request these
passengers to telephone the tour supervisor. Also have the hotel
personal telephone the tour supervisor immediately.
36

Should such cases happen, you may have to delay the coach 10
minutes and this is the maximum amount of time of delay allowed.
If still your passengers are not on board by then, you may
proceed, but always, thorough the PA system on board the coach
ask the passengers what time is it, and make sure they know it is
a 10 minutes delay. This procedures is to protect ourselves
NOTES TO GUIDES
CHECK – IN
As indicated above, we are also responsible for checking in. just
immediately before arriving at the hotel, say 15 minutes before, brief
the passengers on checking -in procedure to that particular hotel.
Also indicate to them that the baggage will be forwarded to their
rooms after they have checked – in. should they not receive their
baggage within half an hour of their checking into their rooms, they
should tell the Bell Captain about it.
Checking – in procedures at different hotels are listed in the
following attachments. Please go through them and know the system
they apply and follow them exactly so that there will be no delays in
checking – in.
The system arranged with the hotel is the most efficient to date for a
group of such a size. Be realize that this will incur additional work on
our part. However. It is always good to show to the hotel that we
know system and that we are willing to help them. Only than will the
hotels help us.
Here again, the quite has to be by the deer to help her passengers
down. Usually, the keys and registration cards are in envelopes with
their names written on it. These will be at the reception Desk
(HILTON) or beside the public relations Desk (MERLIN). Request
them to proceed to these desks, upon disembarkation. Of course,
they do not know it a location, the guide has to show them and then
get back to the coach to attend to the baggage.
Before you allow the porters of the hotel to take the baggage out of
the coach please ball them how many pieces of baggage. Once the
37

baggage has been unloaded, please see that you count the number
of pieces. Once you have petrified that the numbers tally with your
recorded number, inform the Bell Captain the number of pieces. Also
inform the Bell Captain to do you a favour by delivering the baggage
to the passengers, rooms as soon as possible.
Should the number of baggage not tally, which should net happen on
check 0 in as it is delivered from coach to hotel, please action as
follows.
a) Request the driver to check whether there are
any other pieces of baggage on board.
b) Check the baggage again to see that there
are no overnight bags which should not be mixed up with the
main baggage as this will incur a great deal of inconvenience to
the counting.
c) Request the bell boys/ porters to check
again the baggage and request there to check that no baggage
has been left in other areas of the hotel.
As indicated, the chances of such cases happening are nil.
However, should it be the case, you will have to stay behind at the
hotel until all bags. Take details of the missing baggage and
telephone the hotel whence the passengers came, giving them
details and descriptions of the cases that are missing. Request
the hotel to locate these bags and telephone the tour supervisor
at the point of disembarkation. You will than follow up with a
telephone call to the tour supervisor to be present at
disembarkation after Lang hauls. Should the bags not be found
within 24 hours, please inform the tour supervisor who will make
arrangements to reimburse the passenger.
d) In any case, upon arrival, the guide should
telephone the Tour Supervisor, if he is not there to meet the
group.
The guide should then sit at her dusk far half an – hour, until she
insure her passengers are quite settled and have no cause to
come to her for help.
TOURS
38

KUALALUMPUR & MALACCA
KUALALUMPUR
City Tour
Tips : Driver
$2.00
Fees : Nil
Half day tour of the city, visiting : Chinatown national
monument : House of parliament : the Mearish-style
rail way station : the National Masque : the satellite
city of petaling Jaya : University of Malaysia campus
and Selanger pewter works.
Suburba Tour
3 hours
Tips :
Driver$2.00
Fees : ZOO
Negara
Half day tour of the suburba : Batu Caves : Taba
Silversmith and Batik Factor / rubber estate and
factory : a tin mining dredge and the zoo Negara.
MALACCA
City Tour A. Formosa : Bukit China : City Cross : Church of St.
Paul’s on the hill : Malacca Museum : Stadthuys and
simple Malay home.
Notes :
1) Always plan the tour ahead with the Driver.
2) On these tours, the sequence could be changed. However, all
places mentioned above should be included.
3) Always give a short summary of the tour immediately after
welcoming them on board and introducing yourself.
4) Concentrate on the historical, political, architectural and present-
day aspects of the particular city only.
5) You need not discuss general items concerning the whole country
unless you are asked to during tours.
6) It is advisable to have a specially drawn-out routing of the tour to
show to the driver and be kept in this manual
LONGHAULS
Longhauls comprise of the following segments :
39

1. Kuala Lumpur / Malacca 0800 OR 1430
2. Malacca / Singapore 0800 OR 1430
3. Singapore / Melacca 0800 OR 1430
4. Malacca / Kuala Lumpur 0800 OR 1430
These longhauls will be one of the most important aspects of their
whole tour and thus great care must be taken to ensure passengers
needs.
The following points on such journies are important :
1) Be on schedule and ensure coach in good order, always check
coaches carefully.
2) Brief passengers on itinerary, expected scenery, distance to
travel before next stop.
3) Attend to every passenger’s needs and it is advisable to brief
passengers to be careful when standing – up as well as how to
adjust the air condition outlets.
4) Do your running commentaries, play the necessary tapes, teach
them Malay or Sing-along with them popular Malay songs- all
depending on the moods of the passengers.
5) Look out for interesting sights, such as milestones ; state borders
; little towns and their peculiarities ; villages ; mountain range ;
different types of trees ; ferns and flowers ; traffic in front and
flowers ; traffic in front and the back of your coach.
6) Jake with them, ask them for questions ; walk up and down the
aisle to see to their comfort ; you may talk them individually but
this should never he a habit.
7) Apologies for delays and inconveniences even if it is not your
fault.
8) Stop or slow down the coach for photographs.
9) Announce stops and period of stop before a stop
The following pages are schedule and instruction guidelines and
should be followed all times.
40

Please note that the tours in Malacca could be advanced or delayed
and you must decide fore the last point during their previous
arrangement.
During the longhauls, most emergencies will occur and you should
always be prepared for all eventualities. Read the section on
emergencies carefully and thoroughly
LONGHAULS
ROUTING CHART AL- SOUTH BOUND KUL / MKZ
Time Time Location Note
0800 1430 Kuala
Lumpur
Depart for Mallaca – Apply check out
and boarding procedures.
1) Welcome passengers and
describe scenery to be expected
on way
2) Running commentary time and
distance to next stop.
3)
0925 1555 Seremban 1) Announce arrival and purposes of
stop :
a) Comfort
b) Visit and museum
c) Period of stop
1000 1630 Depart seremban for Malacca
1) running commentary time and
distance to next stop.
1030 1700 Border Play tape on Malacca history and
advise passenger to look around
1100 1730 Malacca Stop at a padi-field, explain about
padi
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1110 1740 Malacca Announce arrival and
a) about reat house
b) about check – in
c) next programmed
d) what to do with free time
1115 1745 Malacca Arriva Malacca, remind passengers
not to leave things behind.
Assist passengers on check – in
Check baggages
Check coach and remind driver to
clean and tame of next programme.
42

LONGHAULS
ROUTING CHART : II SOUTH BOUND MALACCA /
SINGAPORE
0800 1450 Malacca Depart for Singapore – applu check
out and boarding procedures.
1) Welcome passengers again and
describe scenery expected
2) Running commentary time and
distance of stone enroute.
Stop at a pineapple orchard enrooted
0900 1530 play tape on Malaysia
1025 1655 Rengam Brief on Aw Eng Kuang Pottery
works
1110 1740 Depart Rengam for Johore Hahru.
Brief them on palm oil, pepper and
Malaysian vagatables.
1140 1610 Collect passports and explain why
1210 1840 Johore
Bahru
Clear immigration and customs
1215 1845 Singapore Clear immigration and customs.
Brief passengers on hotel, check in,
and what to do on their next visit to
kuala Lumpur.
1245 1915 Hotel Arrive at hotel
43

LONGHAULS
ROUTING CHART : III MORTH BUUND SINGAPORE
0800 1430 Singapore Depart for Malacca, apply check I out
and boarding procedures
1) Welcome passengers and
describe itinerary, scenery, time
and distance of travel
2) Collect passports and explain
3) Explain customs procedure
0835 1505 Johore
Bahru
Clear customs and immigration
1) return passports
2) whilst traveling through rubber
estate, you may play tape of
Malaysia which will have Malay
song in it.
0940 1610 Rengam Brief on Aw Eng Kuang pottery
works
1030 1650 Rengam Leave for Malacca
En route talk on palm oil,padi, pepper
and pineapple
1210 1840 Muar After Muar, play tape on Malacca
1245 1915 Malacca Arrive Malacca rest house.
Brief on check-in, time of tour,
journey to kuala Lumpur.
Melacca rest house.
44

LONGHAULS
ROUTING CHART : IV NORTH BOUND MALACCA
KUALA LUMPUR
0800 1430 Malacca Depart for Kuala Lumpur apply check
out and boarding procedures
Brief on route and scenery
0810 1440 Stop at padi field.
0910 1540 Seromban 1) comfort stop at rest house.
2) Visit museum
0940 1610 Seromban Depart for Kuala Lumpur
1100 1730 Kuala
Lumpur
Brief on check – in Kuala Lumpur in
general, optional tours
1115 1745 Kuala
Lumpur
Arrive at hotel
NOTICE BOARDS – IN HOTELS
As passengers will not have proper itineraries, they will be in formed
of their programmers through :
1) Yourself
2) Notice Boards at the hotel
1) Please indicate to passengers where the notice boards are and
they should always check their programmes.
2) It is your responsibility to see to it that the notice boards are
there.
3) For Malacca, there will be no need for such notice boards as you
will be in charge of your group. You will have to tell the
passengers their programmes.
45

4) It is your responsibility to change the notice boards when your
group returns to Australia.
5) It is your responsibility to see that your notice board is clean and
should it be torn or soiled, you are to replace it immediately.
DRINKS ON BOARD COACHES
So as to avoid :
1) Inconvenience to other passengers.
2) Littering the coach
3) Littering the roads
No liquors or other hard drinks should be brought into and
consumed in our coaches.
Should such cases occur, please explain to passengers politely that
they should not do so.
However, please use your discretion if you are forced to decide.
No drinks of any kind are to be sold or offered to passengers either
by yourself of the driver. This instruction does not apply in cases of
emergencies, breakdowns or inconveniences. In fact, should such
cases arise, you are encouraged to buy passengers drinks either in
the coach or outside so as to sooth your passengers tempers.
FREE TRAVEL, STORE AWAYS, QUALITY INSPECTORS
As Garuda has chartered and paid for all arrangements, no other
persons except the following may board your coach :
1) Passengers listed on the manifest
2) Passengers not listed on manifest but holds a Qantas Jatabout
Holidays ticket.
3) Personnel of Harpers tours listed in the personnel chart and our
guides in uniform.
46

4) Persons holding a letter of authorization from Qantas Sydney, or
Kuala Lumpur only.
5) Persons holding a letter of authorization from harpers tours
Singapore, K. Lumpur only
Other than these listed under (1) or (2) all passengers travel on our
coaches on a sub – load basis. The maximum number of passengers,
excluding driver and guide, on our coaches is 35 irrespective of
coach seating configuration.
Should you come across any passengers who are not listed above
but wish to board our coaches please politely explain that
authorization from our office or that of Qantas is necessary. The
main reason being that, should you contravene the above, our
insurance policies become null and void.
Not withstanding the above instruction, you may make the final
decision but full responsibility will have to be borne by you.
All such instances must be reported, not only by phone at the
earliest convenience but also in your tour report forms.
You are not allowed to collect any fares in kind or otherwise from any
passengers whether listed above or not, unless, their letter of
authorization instructs you to do so. Should this be the case, the
amount to be collected will be mentioned in the letter of authority.
IMMIGRATION
As you all know there will be immigration check points between
Singapore and Malaysia.
Immigration clearance will supply as follows
a) At Johore Bahru for north and southbound traffic
b) At Singapore for Southbound only
47

Singapore – Kuala Lumpur
Immigration check will be at the causeway and the following must
apply
a) Before arriving Johore Bahru Causeway, please collect all press
ports, and see that the immigration Card is fully completed here
again, when collection passports, please have a set system.
Should the forms not be completed, please ask these concerned
to do so on the spot.
b) Put all the passports in a eatehel separating these family
passports, that is more than one person in one passport so that
when you start counting the number of passports with the number
of passengers, there will be no mistake about that. Also note what
passports they hold for immigration statistics purposes.
Passports for the Driver and guide should be separated and
handed in together.
c) At the Causeway , a booth has been specially arranged just before
the bus check in and the customs checkpoint. The normal check
point for groups is at the first booth for the immigration check.
However, we have made arrangements to make it the last booth
and on officer will be available just to stamp the passports.
d) Should you have time, please do assist the immigration officer by
opening the passports or tearing out the cards. However do not
do so until you have asked the officer whether it is in order for
you to help.
e) After immigration and your coach is departing for Malacca, take
your own time to return the passports to the passengers.
However, before you do so, please enounce it over the PA system
that you are doing so and show them the remaining portion of the
immigration card. Tell them not to lose these cards as they will
have to be surrendered when they leave Malaysia.
48

Singapore – Penang ( By air)
Immigration will be normal to all passengers and Harper Gilfillan do
not have to handle this part.
Panang – Kuala Lumpur
No Immigration
Kuala Lumpur – Singapore
Immigration will be checked at Johore Bahru first. Then please apply
the following procedures.
a) Half – an – hour before arriving Johare Bahru please collect all
passports and check that the remaining part of the white cards
are in the passports.
b) On arrival at Johore Bahru Causeway the coach will stop by the
side.
c) The guide will bring the passports down to the booth that is
available. Again, here help the immigration when necessary.
However, we do not is very simple. After the Johore Bahru
immigration clearance for exit, you will find that you will have to
move slightly down the road for customs. Please refer to customs
regulations in this part of the Manual .
Immigration will ales be conducted at the Singapore and of the
Causeway. Please apply following procedures.
a) As you will not be returning the passports to passengers after
immigration at the Johore Bahru Causeway, take all the passports
to the immigration office. Here. The bus will be parked at the and
of the building but the Immigration office the building but the
immigration office is at the entry-and if you can help the officer,
here, please do so.
b) Once cleared with immigration board the coach and check if
customs has already boarded the coach to check and find out
from customer if it is all right to proceed. Please return passports
to passengers and wish them goodbye at the end of the trip.
49

Especially for the sector Kuala Lumpur / Singapore where two
immigration checks are being done. Please notes.
a) Do not hand back passports after Johore Bahru immigration.
b) Before you tell the driver to drive off, please make sure that
Customs are happy about it.
CUSTOMS
Customs check are performed at the following points
a) Singapore – for Singapore / Kuala Lumpur and Kuala Lumpur /
Singapore
Singapore – Kuala Lumpur
The check point on this sector is very simple. All you have to do is
inform the customs about the baggage in the coach. There should be
no checks actually but it would be good to inform them.
The customs check is at Johore Bahru when the following procedure
must apply
Whilst you are driving up from Singapore to Johore Bahru, after
collecting their passports, you should brief passengers of the
following in so far as the customs are concerned.
a) there will be a customs check at Johore Causeway and they
should not disembark from the coach.
b) All newspapers printed in Singapore should not be brought in.
they should hand the newspapers to the customs Department,
through the driver. Please explain that this is due to the feat that
the newspaper companies produce two editions. One for
Singapore and one for Malaysia, and that there is an agreement
between the Singapore and Malaysian Governments that no
newspapers should be brought in between the two countries.
50

c) All persons with liquor, perfumes, firearms and narcotics
should indicate this to the customs officers when they heard the
coach.
On arrival at Johore Bahru Customs check, please apply the
following procedures :
a) When a custom officer boards the coach, the driver must hand
ever all newspapers to him
b) Please tell the officer to cell out the names of the bags they wish
to check and also advise the driver to supervise the handling of
the baggage.
c) If he is satisfied, you can proceed to the immigration shed with
your passports and assist the officer where possible.
You will realize this is where most of the problems could crop up.
Passengers will usually comply if explained to them in a polite
manner. Please use maximum tact and initiative in dueling with
passengers, side-by-side with the customs officer.
Should you encounter the following problems, please action as
detailed.
Import of Newspapers and printed matter
Should passengers refuse to hand over their papers, please smile at
them and say that it is your duty to indicate to the customs officer on
arrival, that they have a newspaper. Inform the passenger that the
chances are they will not take away the newspaper from him,
however, it in left entirely to the discretion of the customs officer.
Advise them that it is best to give it up. Should they still refuse to do
se, do not argue with passengers at all.
When you came into contact with the customs officer please tell him
about this, not in front of the passenger but before the customs
officer boards the coach.
51

Import of firearms, knives, Ammunition, Weapons of any nature and
Narcotice
The import of such items is not allowed unless a license has been
obtained obtained beforehand. Should you have such a case, please
indicate to the customs officer and it is all right to tell the customs
officer in front of the passenger in this case.
Should the case actually happen, you will find that the customs
officer will impound, that is take away the item. Please assure the
passengers that will be returned to them after they have returned
Singapore, provided they will make their own way up to Johoe to
claim the item.
Passages involved in this will have to complete a form of impound.
Import of liquor , Perfumery, cigarettes, Tobacco
The importation of the above articles are allowed. However, they are
subject to the following regulations :
a) Liguar – on bottle only for each adult passenger. An adult is
above the age or 16 years.
b) Perfumery – M $25 / Werth of perfumery puradult
c) Cigarettes – 200 sticks per adult
d) Tobaccos – ½ lb per adult
Should you have any problems ather than those listed above, which
we do not think you will have, our contact man at the customs is Mr.
Lim Cwo Chye who sits an the 2 nd floor of the building above where
the coach will be parked for customs.
Please never or ague with the customs officer. Let the passengers
argue with the customs officer as we do not hold responsibility to
that affect
52

Should the arguments with the customs officer run into a lot of
delays, please interrupt in a nice way and ask your discretion find
that the customs officer is right, which they should always be,
please inform the passenger/ s that he should atay behind and settle
the matter or comply with the customs. We do not wish this to tell
the passenger to handle the matter and take a taxi back to Singapore.
Should this arise, it is our responsibility to arrange a taxi for him and
send him back to Singapore at our expense.
Please do all possible to avoid such in incident.
Kuala Lumpur – Singapore
The customer check will be at two paints very close to each other,
that is, Johore Bahru and Singapore.
Singapore : Hero the customs check will be more difficult and we
would advise you to follow same procedures as those for Johore
Bahru on a trip to Singapura / Kuala Lumpur.
Should you uncounted any problems hare, please again, do not delay
the coach. Advise the passenger to stay behind to settle with the
customs. However again, it is our responsibility to arrange a taxi for
the passenger to be brought back to the hotel concerned and pay for
it.
All the procedures at customs check points are very important and
you should study them carefully. Should you have any doubts
whatsoever of certain items, please do not hesitate to contact the
customs officer and explain to them.
As you will realize the customs Department can cause a great dual of
delays and inconvenience. This we will try to avoid by asking you to
be more friendly and tactful to the customs officers.
53

DUTY ROSTER
The Mumpuni programmed is a 12 month programmed and
it is not possible to produce a day roster. However, to
overcome this, we have adopted certain systems that will
assist you to know your duties throughout the year.
1) DUTY ROSTER CHART
Where all movements are shown and your individual
guide code is on the left hand side of the chart. All tour
codes are the same as the group movement pattern
chart and you may refer to it.
Please note that the first 10 days of the chart is a phasing –
in period and the rest of the day are at a steady stats. This
means that your duties will be repeated every week and in
some cases, alternate weeks.
Please therefore go through your chart carefully
2) GROUP INFORMATION FORM
Where all details of your group is shown. Plase always
counter check both those systems against each other
systems against each other and advise ground
operations of any discrepancy before commencement of
your duties.
In your duty roster you will note :
1) You look after the group right through. Same look after
only one group whereas others more than one.
2) You look after the same type of groups right through,
some only one type. Others two types
54

3) Your positioning flight days, off days and hotel duties,
are indicated
4) No group number is mentioned except in your group
information form.
5) For transfers, time is indicated.
The following are reporting times Airports / hotel before
commencement of your duties. It is imperative that you
duties. It is imperative that you be there on time.
Accounting Procedures
Guides
All guides will claim the following times through their petty
cash forms :
1) Tips and entrance fees to places of interest as
given undex “ Tour Arrangements”
2) Tips to drivers
3) Small purchases such as sweets, frits or chips for
passengers’ consumption on longhauls.
4) Outstation allowances : M$ 5.00 per night
5) Meal Allowances :
Breakfast M$ 1.00
Lunch M$ 1.50
Dinner M$ 2.50
6) Taxi fares :
Airport / Hotel
55

Singapore M$ 4.00 per trip
7) All expense during emergencies so long as it is for
passengers comfort
8) Porterage on all MAS flights at airport, Malacca
Rest House and hotels in Singapore – In Separate
amounts.
Such claims should be properly itemized and if possible
with receipts attached and should be submitted through
the appropriate Asst. Supervisor in our office after every
trip.
Drivers
All drivers will be paid the same amount for meals and
outstation allowances as the guides, and shall be paid to
them by our office. Drivers must sign their claim chits
prepared by our office.
Office Accounting
The following account’s should be kept in the office :
1. Guides petty cash
2. Drivers’ allowance and overtime
3. Coach hire charges
4. Tips to hotels and airport porters
5. Optional tours – sales and expenses
6. Guides optional tours incentives
56

Payments – Out
1. Check invoice against contract
2. Check if charges have been incurred by us that should
be debited to contractor. If so please raise invoice.
3. Quote re-charge invoice number in invoice for payment.
4. Make out payment vouchers
5. Forward to supervisor for approval
6. Forward to Accounts Department for payment, keeping a
copy in our own files.
Payments – in
1. Check purpose of payment
2. Indicate on our invoice payment received, amount, date
and check number, if possible.
3. Forward to accounts department for posting and
handling
Invoicing Qantas
1. For every group complete the attached charge forms in 4
copies for :
1 to Qantas
1 to folio
2 to copies of invoice
2. Raise an invoice on the 1 st and 15 th of every month
stipulating
Group no Fax no ARR KUL Amount
57

3. Attach to our invoice :
1. Original of group charge form
2. Original of passengers’ manifest
4. Forward to tour Supervisor for checking and singning
5. Forward by hand to Qantas in Kuala Lumpur
To ensure regular and quick payments, please check our
invoices and charge forms carefully. This would also
ensure that no short billing will occur and, should it occur,
no one will tell you about it and your company will lose at
the end.
Petty Cash
The office petty cash circulation shall increase a maximum
of $ 2.500 at any one time and, from our calculation, this
amount need not be re-imbrued earlier than a 7 day’s
period.
The petty cash shall be re-distributed as follows :
Jetabout Guides $100.00 each
Asst. Supervisor $ 100.00 each
Hilton office Receptionist $ 100.00 each
58

The remaining amount, which should be at least $500.00
should be kept by tour Supervisor in his safe after office
hours and Asst. Supervisor during office hours.
Petty cash accounts are subjected to inspection by your
accountant at any time and you would advised to keep not
only proper but up – to – date accounts.
Upon receipt of a claim from Guides, the Asst. Supervisor
will :
1. Check claims and certify
2. Pay amount and obtain signature of guide in proper
column.
3. Keep such claim forms in your cash box.
4. Then petty cash box contains less than $ 200.00 compile
all claims and make a payment voucher
5. Forward to tour supervisor for his checking and
approval
6. Forward to cashier for re-imbursement.
Please always ensure that your petty cash :
1. has sufficient funds.
2. kept in a safe place
3. spot checked by yourself regularly
4. up – to – date
59

COACH CHARTS
To assist you, we have a coach chart in the Manual so that
you may know in advance which coach your group will be
using.
The codes used are our general codes and you may use
the group Movement Pattern Charts for reference.
The drivers are informed of their duties one month shad for
a period of about one month. However, it is always good to
remind him to check his next duty just in case, especially
at the beginning of this programme.
Should there be any drastic changes to the coach
movements, you will be informed.
UNIFORM AND GROOMING STANDARDS
INTRODUCTION
You, Seronok Tour Guides, are the image of Seronok
Tours.
We cannot emphasize this enough, if you know that
your are presenting your most attractive manner and
appearance, you automatically gain confidence and add to
your charm. A neat, sell groomed appearance creates a
favorable impression, and unconsciously but very
60

definitely, orates a favorable impression and
unconsciously but very definitely, it reflects in your dealing
with other people. Your gestures are more natural ; you are
more friendly and tactful with your passengers.
We know there is a definite relationship between an
attractive appearance and an attractive personality, and it
is exemplified in the staff aboard our coaches.
The impression you make upon passengers…. How
you handle their problems… how you care for them ….
How you appear in their eyes…. Is a real and lasting
impression, you set the standards for the entire company.
What you do…. And how do it…. Is very important to all of
us.
Our standards must be observed by all staff
throughout their service. There will be accessions when
opinions will be stated concerning matters relating to your
appearances. In these instances, supervisory decisions
prevail. These who do not mast the basic uniform and
growing standards are nit. Repeated violations – without
pay – until the standards are not. Repeated violations of
personal appearance regulations will subject the individual
to discharge.
61

How does one achieve, and maintain, the proper
image ? The very word “Harpers guide” has become
synonymous with feminine charm and beauty. Such
acclaim was not won without effort. The following
grooming standards, we believe, will help you to achieve
the aura of beauty and charm for which our guides are
justly famous.
GROOMING A) MAKE UP
Establish good skin care habits. Cosmetics must be
born for they flatter and protect your skin, however, they
must be neatly and tastefully applied – never overdone –
for a natural effect.
Eye make – up applied correctly can be most
attractive, but caution should be used be prevent an over
dramatic appearance. Extremes such as stark white
highlighters and heavy black lines should not be used.
Select one the shades of eyeshades which compliment
your aye color.
Lines on the lower list are no longer fashionable,
therefore are not to be worn with our uniform. A light touch
of mascara will do the trick.
62

False eyelashes may be worn providing they present
a natural appearance and remain properly applied. False
eyelashes should give just the suggestion of slightly linger
and fuller lashes. All false eyelashes are subject to
supervisory approval.
Lipstick must be worn at all times while in uniform
The color should be in the pink or coral family and be
brighter than your natural skin tone. Shades of frosted or
transparent lipstick may be worn only in this same color
spectrum
B) HAIR
Your hair should truly be your “crowning glory” to
achieve this and , it must be kept clean and free of dandruff
at all times. Adopt a style which is easy to maintain. The
style must be one that is both becoming and neatly
arranged.
The Harpers image is a shorter hair look, the referee
you hair must being longer than two inches below the jaw
line and styled to else the whose coiler in the back. The
only exception in the roared ashington hair style, secured
at the Napa with plain barrette or uniform colored in the
back. The only exception is the George ashington hair –
style, secured at the nape with a plain barrette or uniform
63

color ribbon. From the aberration or ribbon the hair should
extend a minimum of four to a maximum of night inches.
A barrette, heading or ribbon may be worn in
controlling the hair. If hairpin are worn, they must remind
hidden from view.
French twisted chignons and extreme bouffant styles
are not permitted. Any style which fall forward on the face
in not compatible with our look and is not accede table
If hair coloring is used, it muat compliment the
natural skin tonus. Such shades as harsh brown, silver
platinum and blended are not acceptable as they are
obviously unnatural. Hair coloring must cover the new
growth of hair at all times. Frosting and streaking are
acceptable as long as the color variance is not extreme. All
hair coloring is subject supervisory approval.
Many fashionable hairstyles may be enhanced the
use of hair pieces and wigs. They may be worn provided
they are of good quality, meat style and length regulations,
are natural in effect, and are properly maintained.
Hairpieces and wigs also subject to supervisory approval.
C) PANICURE
Well manicured hands are essential part of your
overall personnel appearance. It should be remembered
that the care of your nails must always be accomplished in
private.
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Wearing nail polish is optional. If you choose to wear
it, the color of your polish should be in the same coral or
pink family as your lipstick. Frosted polish must also meat
basic color requirements. Clear polish may be substituted
for a colored one. When nail polish is worn, it must neatly
maintained.
D. PERSONAL HYCLENE
The use of Dee do rants and antiperspirant is
required. If, as occasionally happens, you should develop
an allergy to your favorite brand. This is not valid reason
for being unprotected. A light cologne is alse advisable,
but should perfumes be used only the min mum crops may
be applied to your skin.
Special attention should be given to wearing a light
daytime fragrance.
UNIFOFI – (A) UNIFURH APPCARARCE
It is the individual’s responsible laity to rainiest
replacement of uniform and uniform accessories on an
annual basis and / or as required. Alteration and variation
of the uniform by the individual is not permitted.
No pens or pencils will be permitted clipped into the
blouse. The only visible necessary allowed to be pinned on
the blouse is the Harper badge and name tag.
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B) SHOES
Comfort is very much in fashion – as we have
selected a style that is comfort ble for you.
The working shoes must be cream – colored. They
must be worn at all time while in uniform. Patent leather,
decorations, or extreme styles are not permitted.
C) HANDBAG
The regulation cream-caleured handbag, in unison
with the shoes, is the only one to be carried wit the
uniform. The handbag may be worn over the shoulder.
The uniform handbag is not tube worn with civilian
clothes at the home base or otherwise.
Handbag contents are to be kept areerly and to a
minimum
D) ACCESSERIES 1) SUPGLASSES
Sunglasses with conservative frames, non-reflective
and lightly tinted glas es may be worn off the coach out of
doors.
2) AVEGLASSES
Eyeglasses may be corn only if you are certified be
being short-sighted.
3) JEWELRY
Jewelry acceptable with the uniform is as follows
a. Earrings
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If earrings worn, the only ones permissible are these
that are conservative or plain, and harwenized with your
uniform
b. Bracelets
a plain and simple wrist watch and plain link bracelet
way be worn
c. Neck Chains
Neck Chains must remain concealed within the blouse at
all times.
d. Rings -> rings worn while in uniform should be
conservative
COMMUNICATIONS
TAPE RECORDED MUSIC is played over public address
system. Music is played during boarding and
disembarkation and cruise. The control switch for the
playing of music is located on a control panel with the
public address system. The guide is responsible for
monitoring this system..
DOCUMENTARY TAPES are played over the public address
system at certain appointed time and place and only on
longhauls
USES OF THE PUBLIC ADDRESS SYSTEM
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Announcements that are given at the right time and with
the right amount of clarity and expression, play an
important part in providing good passenger service. The
passenger who is unaccustomed to tours may feel ill-at-
ease until an announcement provides him with answers to
the questions that concern him. He will be told what
services he is about to receive and what sights are
available to him. His trip will be made more interesting by
announcements that tell him of the sights and its
background, the weather, the destination and point out
ether places of interest, delays and diversions if any.
No one can make a proper announcement who has not
practiced his delivery and who does not know his subject.
All Guides are to to study and practice the Stan pleasantly,
completely, and with no grammatical errors.
POINTS ON DELIVERY OF ANNOUNCEMENTS
These are the “do’s” :
1. Hold the microphone at a right angle ½ to 1 inch from
your lips.
2. Speak slowly and annunciate clearly. If you feel self-
consciously slow, you are probably using just about the
right delivery rate.
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3. Keep the tone pleasant and the voice confident. Anxiety
will be detected by the passengers and your may spread
to them.
4. Keep the expression pleasant also – it is reflected in the
voice.
These are the “DO NOT’S” :
1. Never blow into the microphone to test the circuit. It is
annoying to the passengers. The circuit can be tested by
pressing the button on the microphone and listening to
the amplified “click” or by starting the announcements.
2. Never use the phrase “attention, please”. It is not polite
way of gaining the passengers attention. It is too abrupt
and may alarm the passenger. The term “ attention all
passengers” is reserved for emergency situations.
3. Never let the urge to play with the system over come
your good taste. Over use misuse will nullity all its
advantages.
4. Never make announcements during embarkation or
disembarkation.
5. Do not stand in the aisle in close proximity to the
loudspeakers while making announcements . the proper
place from which to make announcements is at the
microphone station. Moving away from this position may
produce a whistling or squealing sound in the
loudspeakers which is known as “feedback”. If feedback
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occurs, change your position and the direction of the
offending loudspeaker. If, in spite of correct position and
microphone usage, feedback still occurs, adjust the
velum.
FIVE STEPS TO A BETTER VOICE AND GOOD SPEECH
1. TO BECOME A BETTER SPEAKER, BECOME A MORE
CRITICAL LISTENER
Cultivate your oar to hear voice qualities and vocal
characteristics in other, and you will then become a
better judge of your own voice quality.
Compare the use of the voice in different situations.
Notice how moods and feelings influence the voice
quality. Observe the relationship in others between good
breathing and good voice quality.
2. MAKE FULL USE OF YOUR SPEECH BECHANISM
Begin with good posture. A vibrant and rich specking
voice goes along with a lively and enthusiastic person.
Remember that voice production is not confined to the
thrust area, but rather is a function of a well co-ordinate,
flexible body.
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3. REINFORCE THE TONE OF YOUR VOICE BY MAKING
USE OF THE RESONATORS
The chest, the threat , the nasal passages and the areas
of the and head which are capable of producing rich
overtones are known as resonators.
The sounds represented by the letters M, N and NG have
greatest resonance. These are the only sounds that are
so completely resonant that even the nasal passages
vibrate during their production.
For more resonance, emphasize the M’s, N’s and NG’s
4. MAKE SURE YOUR SPEECH IS EASILY UNDERSTUND
Speak distinctly. Don’t final consonants, especially final
T’s or D’s or the G in an ING ending.
5. TO MAKE YOUR VOICE AND SPEECH MORE
INTERESTING STRIVE FOR FLEXIBILITY
In pitch, in volume, in expression and emphasis.
NOTES TO GUIDES
A GOOD GUIDE
1. Always be spick and span in your uniforms.
2. Always be well groomed in hair-do, make- up and even
manicure.
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3. Always have a broad Indonesia smile and remain
smiling even at time immense pressure from home,
office or passengers.
4. Always be able to understand passenger’s needs.
5. Always inform your passengers in advance of passing
sights, visits and all changes.
6. Always remind your passengers of next day’s tour
programmed.
7. Always respect your passengers and do not emphasis
or repeat announcements too often.
8. Always be independent in your duties and yet keep your
office informed at all times.
9. Be able to converse freely, but with good mannerism,
with your passengers, if your cannot answer a query
always apologies and arrange to find the correct
answers.
10. Be informed of all aspects of development in
Indonesia read your newspapers regularly.
11. Never argue with passengers or with your colleagues
and drivers in front of passengers.
12. Never use your passengers by calling them nemes.
13. Never belittle your passengers by calling them
names.
14. Never belittle your country or office. Always be proud
of it.
15. Never panic in cases of emergencies.
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16. Your are not only representing your country but also
yourself. Be prod of yourself, so long as you do not
belittle others whilst being proud.
NOTES TO GUIDES
Tips, Entrance Fees, Porter age
This suction duals with the cash float which will be handed
over to the guides. Further it will indicate what you will
have to pay and what has already been contracted. Please
follow the procedures carefully as we cannot allow. Due to
the magnitude of this programme, you to make decisions,
unless it is a question of only amount lese than : & 5/- per
group.
Amount of cash float per Guide : M$100 / - for following
items :
a) Tips and Entrance fees as indicated in notes on
tours during tours.
b) For Emergencies during longhauls
c) For toll charges.
d) Porter age at subang airport – arrival & departure
e) Outstation Allowances at $ 10/- per night
f) Bus tips to Drivers.
Guides will claim back the amount expended and always
keep the cash float which they will be holding personally,
to a $ 100/- at all times if possible. Please claim from tour
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Singapore when you have utilized any amount and the tour
supervisor will hand you a form whereby you will in the
details and the amount will be collected from him. A copy
of form is attached, for specimen purposes.
The following will be taken care of by Harper Gilliland, in
the form of Vouchers which the tour supervisor in their
respective will issue hand over to the Guide before the
assignment.
a) Zoo admission fees ( Camera fees on fax, account)
b) Lunch in Malacca
c) Porterage at hotels
d) Accommodation for guides an outstation
NOTES TO GUIDES
Checking of Coaches
As you all realize, especially on the long hauls, all coaches
should be in good condition
The conditions that we look for under normal
circumstances would be :
a) Fuel
b) Engine running order
c) Air-conditioning
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d) Outside appearance which should include the Lego
bet bout holidays
e) Inside appearance which should include clean
floors and clean racks
f) The public address system as well as the tapes
that should be contained in it.
COACH CLEAHLINESS
Guide is to always check coach neatness and cleanliness
upon arrival of the coach and during tour, and to report to
ground operation any items to be replaced or that demand
apical attention.
FLOOR
Be sure carpets are secure and free from newspapers.
Food debris and litter. Always sweep up broken glass
immediately (broken glass should be put into a brown
paper bag before throwing it into refuse bin. )
CURTAINS AND WINDOWS
Keep curtains fastened back unless a passenger wants
them closed. Window screen are closed lightly
OVERHEAAD RACKS
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Keep only small items on the overhead racks. Should they
become badly soiled, they are to be cleaned at the next
station. Watch for heavy, bulky or pointed objects in the
racks. These items must be placed somewhere else
ASH TRAYS
Ash trays may be removed and emptied when necessary
enroute . Watch for smoldering ash trays.
BAGGAGE LOADING ON TO CUACHES
This is the most important part of the longaul operation
other than the part of getting passengers on to the coach.
As you will realize all you need is one piece of baggage
absent or one piece of baggage which the bell bous loaded
in error, you will find that there will be a chain reaction
happening at both ands.
Please be very careful with this operation and make sure
that the following procedure is followed.
As the hotels have been advised to collect baggage’s from
the rooms one hour before departure, you will find that on
your arrival at the hotel is at least half an hour before, the
baggage’s should be in a certain area. Please action as
follows :
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1) Check with the bell captain where the baggage’s
are kept and the number of pieces.
2) With the name list that you have, check one by
one tick off on your list indication ales how many pieces
of baggage.
3) Add up your total baggage
4) Once you are satisfied with the number of bags,
load them to the help of the Driver and see that bags are
arranged in good order.
5) Baggage belonging to the Driver and guide must
be separated from that of the passengers and we
suggest they be kept in the front. This is due to customs
regulations as explained to the company by the customs
Department Johore Bahru
6) During your roll call announce the number of
pieces of baggage that you have checked through, in so
far as they tally with the passengers.
7) Should there be someone who raises his hand to
say that his baggage is not there, tell him to see the Bell
Captain informing him that a bag is missing.
Please realize that it is very important that whilst ticking
the baggage against the name list in the hotel, you will
have to be very careful
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Should there be any baggage messing, please make
sure that the passengers write a note to the hotel there
and then. The passengers will have the right to decide
whether to continue the journey or to stay back.
However please explain to the passenger that should be
wish to wait for is bag/s, it is not our responsibility to
bring him to the next point unless bag be missing and
passenger wishes to continue on, please inform the
hotel that the moment the bag is located, they are to
inform the tour supervisor and it is the hotel’s
responsibility to forward the bag to the next destination.
Assure the hotel that we will assist wherever possible.
However it is not our responsibility should the bag, due
to the fault of the hotel, be mislaid.
Put the netting over them but no baggage should be
seen frame outside the coach. It is a government
regulation that na vehicles traveling on the road should
have baggage or articles of any description go above the
windscreen. This regulation must be observed at all
times. See that the netting is well hitched to the proper
points .
This is a precaution which is very necessary as an
emergency brake an emergency brake en route will
cause the bags to fly to the front and possibly injure the
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passengers. This must be avoided at all coast as it will
be a costly mishap to the company
However, after crossing the baggage check – point these
bags belonging to the Driver and guide, should be put at
the back again
8) Drivers and guides are not allowed to bring any
extra cases or articles of any sort. They are only allowed
to bring sufficient clothing for their use during the trip.
Should you be found having articles which will cause
the customs to delay the coach, you will be held
responsible.
As a guideline to loading which generally the driver knows
very well, the larger cases should always be kept at the
undercarriage. The smaller pieces of baggage should be
kept at the back of the coach. Hand luggage like handbags,
vanity cases, airline over be put on top of the baggage’s
after the netting is placed on however do not do this until
after customs clearance.
As indicated to you it is very important that the above
procedures be followed, otherwise it will become a waste
of time money and effort on the part of all concerned to see
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that this project is carried through with the least amount of
complaints or dissatisfaction.
EMERGENCIES
A programmed of such a nature will bound to create a
certain amount of emergencies, especially by the the long
hauls. However, if the procedures are followed with
thought, discretion, and most important of all initiative, the
number of emergencies will be cut down to practically nil.
However, we realize that there will be a few emergencies
and they ought to be reported in the forms.
We have, for the sake of convenience, classified
emergencies under these headings.
A) Illness of passengers, guides, drivers,
supervisors
B) Coach Breakdown – Temporary / Major
C) Accidents – Minor / Major
D) First Aid boxes and its contents and
application
E) Floods – Minor / Major
Should any of these emergencies eccur, we would expect
you to know, if not memories, procedures listed in the
following pages. Please therefore, go through carefully
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and, as mentioned curlier, use your initiative and judgment.
The Driver is always there to assist and you should make
use of his services.
EMERGENCIES
A) Illness Passengers
Should any of the passengers fall ill, it is very important
for you establish how serious his illness is. It is not
possible for us to lay down a first aid manual or mention
exactly what to do with all cases. However, as a general
guideline we would ask you to utilize the following
procedures :
a) Announce if there is a Doctor or Nurse on board
the coach and request him or her to assist.
b) Should there be no such personal available, then
you will have to nurse the passenger the best way
you can.
c) Please ask them if a pill, such as aspirin, will assist
in any way. If so, please provide it.
Serious Illness
Please apply the following procedures
a) Locate the nearest hospital and hospitalize the
passenger.
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b) Inform the hospital that this is a tourist and bring
along his passport for identifying purposes.
c) Locate the nearest control station by phone and
inform them of such an illness and request them to
send soma one to the hospital to take care of the
passenger.
d) Control office will arrange to stand guarantee for
payment. After the passenger has recovered it is his
duty to pay all bills.
e) All such expenses will be for the account of the
passenger and should be recovered from him before
he departs for the next destination
f) The guide should inform control office that once
passengers have recovered, please make
arrangements to have them sent back to should this
incur taxi fares of any sort, it is also for the account
of the passengers, unless one of our coaches happen
to pass by the area, they can to instructed to stopover
at the hospital to collect the passenger.
g) The moment control office in that area knows of the
illness, the guide will continue the journey. Control
office will take over and lock after the client.
h) Control office will then inform whichever is nearest to
them of this incident as a formality.
Illness of passengers is of great importance is us. All
personnel, wherever possible, should assist and make sure
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that the person who is ill, receives not only medical
attention but sympathetic attention from local staff. We
must make them feel at home.
Illness – Guides
Should guides fall ill, the main thing to do would be to
inform the tour supervisor of the illness and what your
duties are for the next two or three days. You could do this
either by phone or having someone contact the Tour
supervisor whose address and phone is in the manual. As
much notice as possible must be given. However, we do
not expect you to fall ill half – an- hour before your duties.
The tour supervisor will then tell you where to go for your
medical attention which of course will be paid by the
company
Illness – Drivers
Please follow the same procedure as “ illness of Guides”
An exception is applicable here in so far as medical care is
concerned. We are not responsible for the medical care of
all Driver of coaches. We only contract the coach with the
driver and there is nothing in it that states that they are to
be immured for medical expenses by us. All medical claims
should be directed to their own companies.
Illness – Tour Supervisors
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Should the tour supervisor fall ill, which we hope they will
not, please pass on your next few days assignments to the
travel manager. Travel manager will then assign another
person capable of handling the job. Should a case where
Travel Department cannot the office who will arrange for a
temporary assignment of one the tour supervisor.
All illnesses of any nature to anybody stipulated above
must be recorded in the Tour Report From, under the
section “remarks”
B. Breakdown of Coaches
For a program of such magnitude, the element of
breakdowns, either temporarily, minor of major, is very
likely. By breakdowns, we mean mechanical breakdown of
the coaches. Please apply the following procedures :
a) Locate mechanical breakdown
b) Assess damages
c) Discuss with Guides the extent of breakdown
d) Establish for a fact whether driver can repair the coach
within the hour
e) If unable to repair the coach, please request Driver to
make the call to tour supervisor nearest area of
breakdown.
The guide’s duty is to look after the passengers whilst the
Driver is to look after the coach. The guide should always
inform the passengers exactly what is happening and it is a
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good idea to announce over the PA system if there is a
mechanic on board that may be able to assist. Never allow
the passengers to disembark unless the coach cannot be
repaired very quickly. The main trunk road is very
dangerous to stand around on. Should they need to
disembark, please announce to them that they should do
so but they should stay away from the road. They should
not step on to the road at all as this is a main trunk read
and vehicles pass by at great speeds.
Watch out for the children.
Should it be a major breakdown, where passengers will
have to wait for a long period, you may act upon one of
these procedures or a combination of them.
a) Stop local buses on route to final destination try to
obtain as empty bus. Board all passengers on the bus
without their luggage (luggage should be kept on our
coaches) bring them to the nearest town. However,
please inform the driver where you are going. Once you
reach a town accommodate them in a restaurant where
they can relax and have a drink whilst waiting for the
standby coach to arrive.
b) Stay at the spot, however, look for some shade for the
passengers and try to calm them down by having lots of
smiles and calm from you. Under such circumstances
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the guide should never passengers that another coach
will be arriving within minutes when it could take hours.
Have the exact information from the driver when the
returns from the phone call, announce this information
to the passengers as calmly as possible
The wait at the spot should never extend to beyond 5 :
30 p.m. By 5 :00 p.m. if no coach is likely to arrive by
6:00 p.m, that is beginning to be dark, please do all
possible to stop local buses. Should the local buses not
be able to hold all of them, appoint one man as a group
leader for the first group, pay the fares and ask the
conductor to drop leader to wait for you there. The rest
of the members should go on the second bus that you
are able to stop.
c) Have the driver hurriedly repair the coach and have the
coach “limp” to the nearest town. However, you will
have to consult the driver on this as this is his coach
and his responsibility for the mechanical parts.
All breakdowns can be avoided generally, if the coaches
are well serviced and well looked after. It is of utmost
importance that all guides and supervisors should always
not only remind, but ensure that drivers service their
vehicles after a job. Another way of preventing a minor
breakdown from becoming a major one is to have the
confidence of the driver. The driver normally knows when a
coach is about to breakdown. If the driver has confidence
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in you, he will discuss with you all possibilities and then
bath of you could decide as to the best course of action. In
this respect, the best thing to do would be to get the
nearest town.
When you and the Driver decide to “limp” to the next town,
try and select one that has got a hotel or a rest house. Of
course, if possible, major towns are the best.
Should this be the case and you happen to reach a town,
do not waste time contacting the control office. Get the
driver to go down to the bus terminus to locate the best
bus available, and charter it for the journey to the final
destination. In this case, put all baggage into the coach as
best you can. If not, contact a small Larry to carry the
baggage and make sure that the lorry follows.
The moment you have arranged this, telephone the control
office of what you have done. The driver will not be with
you as he must always look after the coach. The driver will
then contact the various contacts to have his coach
repaired in time.
This method of obtaining emergency standby coaches
should not be applied to if you are very aloes to the main
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control station. Should this be the case, please use normal
procedures by contacting supervisor for his instruction.
EMERGENCIES
C) Accidents
All accidents must be avoided at all casts. Guides must
inform the Driver if she feels that is going ton fast. As a
guideline, the maximum speed along unpopulated trunk
roads should be no more than 50 m.p.h and within villages
or cities, the speed limit should be lowered to 30 m.p.h.
Should the driver exceed the speed limits, whether he
cause he causes an accident or not, the Guide must report
such instances in the tour report form.
Very often on a high road, whatever precautions we take,
accidents sometimes become unavoidable. However all
unavoidable accidents are minor accidents. These
accidents are caused by other vehicles ramming into the
coaches. Evan to lower the incidents of such accidents
always remind the Driver to give way, rather than force his
way even though you have the right of way.
Should an accident mecum, please look after the
passengers first. The Driver will look after all administrative
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details. The Guide must announce straight away to the
passengers the accident, apologia for it and keep the
passengers calm and collected. However you will certainly
appreciate that it is the Guide and the Driver who have to
be calm and collected you expect the passengers to be so.
Once the passengers are calmed down, locate the damage
and assess the extent of same. Discuss with the Driver
whether the coach is able to continue.
Notwithstanding all that has been said, all accidents must
be reported to the nearest police station. In such cases, the
Driver will report to the police station only after dropping
the passengers off at a restaurant for a drink. In such
cases, it will be in order for the guide to pay for drinks.
Please see to it that all persons injured must be looked
after apply “ illness” procedures.
Should the coach be damaged to an extent where it cannot
continue, please apply “ coach breakdown procedures “
All accidents and injuries however minor must reported at
once to the supervisor upon reaching the supervisor upon
reaching the destination. The supervisors will then obtain
the services of a doctor to check passengers. This
procedure will incur expenses on our part. However, it is
best that we expend this amount, which should not be too
great, rather than to face court actions claiming large
amounts. Foreign tourists normally do not claim to a tune
less then M$100,00/-
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After all the accident details are booing looked after, the
tour supervisor must inform Singapore office of such an
accident, and before telephoning Singapore, no matter
what time it is, please have the full details.
EMERGENCIES
D) First Aid Boxes
All coaches on the langhauls must have a first-aid box. It
must contain the following items :
a) Junior Aspire - One box
b) Panadol – One box
c) Entro via form - one box
d) Antiseptic TCP – One bottle
e) Jentian Vinlet - One Bottle
f) Cotton Wool - One roll
g) Bandages – one roll
h) Plaster - one box elastoplasts
i) Scissors – one pair
j) Thermometer – one
k) Tourniquet ( soft rubber tubing)
l) Arm sling – one
m)A supply of travel sickness began
n) Smelling salts – one bottle
o) One bottle drinking water to be replenished everyday
with one cup
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All the above items must be checked and we cannot
emphasize the importance the importance of a new bottle
of water every run. This bottle is to be replenished by the
Driver. However, it is the guides responsibility to see to it
that be does.
The application of the various medicines your already
know, with the exception of Enter via form which is actually
very popular with Australians for the prevention of
stomach upsets. Entro inform is only given to passengers
when they request it and it should be taken at least one
hour before the meal or drinking of local water. The bottle
of water is for consumption of the pills on board the coach.
You will realize that it is not always possible to stop the
coach if someone needs a glass of water. This bottle of
water could also be used for those who are exhausted from
thirst. The purpose of the two rubber tubing’s are to be
used as tourniquets which should be applied abuse the
wound / cut on the major vein. The purpose of this is to
stop major bleeding about the wound/ cut on the major
Vein. The purpose of this is to stop major bleeding but
cannot be applied for more than 5 minutes at a time but
release the tourniquet slowly.
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A note of caution, no medication is to be applied to
children unless the parents request it for them. Guides are
not allowed to apply, physically, medication on to children.
Should the parents request for it, please give the
medication to the parents. It is up to parents to apply the
medication parents. It is up to the parents to apply the
medication always have a witness standing by in cases of
medical application.
EMERGENCIES
E) Floods
As you will all know, the months of November, December,
January are phone to floods. However, luckily enough the
sector Kuala Lumpur, Penang, Kuala Lumpur need not
worry about floods at all. The flooding area along our route
would be in the Malacca, Muar and Batu Pahat areas.
Let us deal with the precautions first. As a precaution will
all bearers of this manual inform all concerned that control
stations should be advised of heavy rains. It would be wise
for informants to check with the police station or weather
station of weather conditions. Should it be confirmed that
rain would continue falling. Should it be confirmed that rain
would continue falling, please check the time of tides. To
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assess whether a flood is imminent or not, please apply the
following principle :
If continuous heavy rain has bean falling two hours before
the rising tide, then flooding will occur, one hour after the
tide is at its maximum.
You will realize that the Law-lying areas of Muar, Batu
Pahat and Malacca are close to the sea and rivers. Should a
downpour occur the night before and the tide is at noon,
the chances of flooding are nil. However, it is always good
to check with stations and consult with them the chances
of flooding at the time the coach will be in your area.
Should you feel that control station should know, which
you should always do, please inform them.
In case of flooding, please assess the situation as follows :
a) Area of flooding
b) Is this area within the routs ?
c) If so, is there an alternative route ?
d) If flooded, see if traffic is passable to motor vehicles of 3
tons and below
e) If passable, then our coaches which are in the region of
10 toners, will passable
Only when you are satisfied that our coaches will pass
through without any problems, all the way, then instruct
the guide and driver to go through it.
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If the assessment of the situation is such that you feel at
certain sectors, flooding will impede she flow of traffic,
thus causing traffic jams and further flooding, please
advise Driver and guide to use a alternative routs. As a
suggestion here, the alternative route in cases of flooding
which should be in Muar, Batu Pahat and Malacca region, it
would be advisable to instruct the Driver to travel non –
stop from kuala Lumpur to Singapore via the Yeng Peng
Main trunk road. Should this be the case, please instruct
hotels to prepares box lunches.
In case or heavy flooding for day one traffic is stopped ,
please do not allow any vehicle to continue journeys to
begin. Journeys. In such cases, please follow the following
procedures :
a) Locate airline to obtain sufficient seats to fly passengers
out from areas to the next castigation.
b) Should this be in groups which have to split up it is in
order, so long as the day of departure coincides with the
itinerary.
c) Request Airline to cable Singapore who will in turn relay
message to Singapore airlines in Singapore to issue
necessary tickets to these passengers. However, should
time not permit such an action, which will normally take
24 hours, please go ahead and issue the tickets through
94

Harpers travel. This should be avoided whenever
possible.
d) Inform the respective station of the change in arrival and
instruct them to carry on from arrival transfer up to
departure transfer.
FIRST AID GENERAL INSTRUCTIONS
First Aid is the emergency care given sick of injured
persons until regular medical surgical aid can be
contained. First aid is temporary….. when a physician
takes over, the first-spider’s job is done
Much care of sickness or injury will present its own
special problems, but there are some general rules which
apply to practically all situations.
1. Obtain medical assistance as soon as possible.
2. Keep the victim lying down, his head level with his body,
until you have found out what kind of injury be has and
how serious it is .
3. Look for signs of hemorrhage, asphyxiation, shock,
wounds, fractures, etc. be sure that you locate all
injuries. Be not remove any more clothing than
necessary because exposure may increase shock
95

4. Treat injuries in order of their importance first, emerge,
second, asphyxiation, third, shock
5. Be not give any liquid or food to an unconscious person,
he might choke on it, do not give any thing by mouth to
a person who is vomiting or to one who has been injured
in the stomach, chest or abdomen.
6. Keep the injured person comfortably warm but be
careful not to apply too much heat.
7. Do not move an injured person, unless it is absolutely
necessary to do so in order to prevent further injury
8. REMEMBER that it is better to do nothing than to do the
wrong thing. SKILLFUL first aid treatment SAVES LIVES
but improper treatment, no matter how well meant, is
very likely to cause further injury…… or even death.
HEMERRHAGE
Severe hemorrhage is the first emergency treat it FIRST
Description What to do
RAPIP BUEESINC
If artery is cut, blood may be
bright red, may spurt rather
than flow
If vein is cat, blood may be
darker, may flow more
slowly
APPLY PRESSURE
First apply pressure directly
to the would fasted bandage
compress firmly or apply
firm pressure with your
hand.
If bleeding cannot be
96

stooped by direct pressure,
use hand to compress artery
against done at appropriate
pressure point
Severe hemorrhage
Can cause
Beath
In a
Few
Minutes
Precautions :
A TOURNIQUET SHOULE BE
USED ONLY FOR SEVERE
LIFE TIRMATENING
HEMORRNAGE WHICH
CANNOT bit CONTROLLED
BY OTHER
Actually, the use for a
tourniquet is seldom
required. Crushing wounds
or large lacerations, where
large arteries are severed, or
in cases once of a body part
are the only tourniquet may
be justified.
The present procedure for
the use of the tourniquet
will be as follows :
1. place the tourniquet close
to the wound, but net at
the wound, but not at the
wound edge. There
should be unbroken skin
97

between the tourniquet
and the wound.
2. make sure it applied
tightly though to step
bleeding. Improperly
applied it may increase
bleeding and hasten
doath.
3. once the tourniquet it
applied it should not be
released, matter how long
it has been in place
except by a physician
4. a notation should always
he made and attached to
the victim, giving the
location and the hour of
the application
5. Improvised tourniquets
should be made of flat
material about two inches
wide ( a cravat bandage,
sleeking or a belt, for
example) don’t use rope
wire, or sash cord, they
98

may cause injuries to the
underlying tissues and
blood vessel
STOPPAGE OF BREATKING
Common causes
Drowning
Electric shock
Excessive amount of drugs
or alcohol
Inhalation of poisonous
gases or fumes
Lack of sufficient
Oxygen in the atmosphere
1. GIVE ARTIFICIAL
RESPIRATION
IMMEDIATELY
Precautions
Do not give artificial
respiration if the victim is
breathing
Do not take time to give first
aid for any other injuries
except severe hemorrhage
Clear victim’s mouth and
throat of foreign object bring
his tongue forward so that
he will not choke on it.
99

Illness. i. e. poliomyelitis
etc
Begin artificial perspiration
at once.
Continue artificial for at least
4 hours unless natural
breathing is reestablished.
When victim begins to
breathe on his own,
synchronize your actions
with his natural breathing
2. TREAT FCR SHOCK :
Keep victim lying down,
head slightly lower than
feet. Keep warm but do
not overheat him.
3. KEEP THE VICTIM QUIET
AND LYING DOWN
AFTER RECOVERY
SHOCK
Shock is the third emergency. Only severs hemorrhage and
asphyxiation are more urgent
SERIOUS DISTURBANCE OF
CIRCULATION OF BLOOD
TREAT ALL INJURED
PERSONS FOR SHOCK
BEFORE BEGINNING
100

Cause : some degree of
shock follows all injuries,
severs shock is probable in
cases of hemorrhage, burns,
large wounds, etc.
Symptoms : Shallow, rapid,
irregular breathing. Weak,
rapid pulse cold, clammy
skin
Profuse sweating
Extreme pallor as a rule
Pupils of eye dilated
TREATMENT FOR ACTUAL
INJURICE EXCEPT IN
CASES OF SEVERE
BLEEDING OR
ASPHYXIATION
1. WARMTH : keep victim
comfortably warm, but do
not overheat him. Light
covering usually
sufficient.
2. POSITION : Never lat
victim sit, stand, or walk
around, keep him lying on
his back, head slightly
lower than feet except.
For head injury – raise head
slightly
For chest wound or
breathing difficulty – raise
head and shoulders.
101

Thrist
Nausea
Weakness, faintness
Dizziness
Lock of responsiveness in
severe shock,
unconsciousness
Caution : symptom may be
delayed or my be disguised
by ether signs of injury
For internal injury – keep
lying flat
3. FLUIDS give fluids in
smell amounts unless
victim is nauseated,
unconscious or has on
abdominal or chest
wound, tea, coffee milk,
or warm water may be
given
Face red – raise head
Face pale – raise feet
WOUNDS
INJURY WHICH CAUSES
PREAK IN SKIN,
MEMBRANE, OR TISSUE
Types :
Abrasion : scraped or
rubbed
Incision : cut
Lacerations : torn
Punctures : stabbed
1. STOP THE FLOW OF
CLOOD
2. TREAT THE SHOCK
3. TREAT THE WOUND
Minor or surface wounds
should be tested by
applying tincture of
machicolate and a sterile
dressing
Serious or deep wounds
should be covered with a
102

dry sterile compress held
in place with bandage.
Precautions :
Do not wash or clean any
serious wound.
Do not apply tincture of
mentholated to serious
wounds, to the eyes, nose,
mouth, or genitals
103

BROKEN BONES
Types
Closed : No break in skin
Open : External wound
Symptoms :
Pain and shock
Possible deformity of part
Possible deformity of part
Localized pain & swelling
Lose of motion of part
1. IF IN DOUBT, TREAT THE
INJURY AS A FRACTURE
2. DO NOT MOVE PATIENT
Until injured part is
immobilized
3. TREAT THE WOUND if
fracture is open
4. SPLINT THE INJURED
PART
Use rolled blankets or
pillows, to extend from
the joint above to the joint
below the fracture
Apply over clothing, an
ugly, but not tight enough
to interfere with
circulation use triangle
bandage to support
splint.
5. TREAT FOR SHOCK
SPRAINS
STRETCHING OR TEARING
OF TISSUE AROUND JOINT
1. Elevate the part and keep
as rest.
2. Apply cold wet comprise
104

Symptoms may be mild or
very severe
or ice – filled lei bag in
early stage (first 24 hours)
3. Apply firm supporting
bandage if victim must
walk.
105

BLEEDING FROM INSIDE
NOSTRIL
1. KEEP VICTIM QUITE
Have him sit up, with
head Tipped back.
Loosen him. Collar and
tell him to Breathe
through his mouth.
2. APPLY PRESSURE
Press bleeding nostril .
Against middle partition
Of nose. Maintain
pressure For about 4 or 5
minutes. Do not apply
pressure if the Nose is
fractured.
3. APPLY COLD
Hold cold wet compress,
or Ice – filled lei bag over
Victim’s nose.
4. PACK NOSTRIL with long
gauze
Strip if bleeding is
prolonged and get
medical assistance.
106

Precautions :
Do not attempt to remove
foreign bodies with knives,
toothpicks or other sharp or
hard objects.
Do not use dry cotton near
eyeball
Do not attempt to remove
any object which has
penetrated the eyeball.
Leave splinters in place and
get medical ettention.
COMMON EMERGENGIES
COLDS, INFLUENZA &
UPPER RESPIRATIORY
INFECTION
Symptoms :
General disability
Headache & aching limba
1. Keep patient warm, and at
rest.
2. Force fluids, give large
quantities of fruit juices,
water, tea, etc.
3. Give 2 aspirin tablets.
Repeat as necessary
107

Nasal congestion
Chills or Fever
CONVULSIVE GEIZURE
May be due to epilepsy
Brain injury, etc
every 4 hours
4. Protect victim from
external injury ; move him
away from a dangerous
place, but do not restrain
his convulsive
movements.
108

Symptoms :
Extreme restlessness and
irritability
Total or partial loss of
consciousness.
Convulsive muscular
movements (twitching,
thrashing, jerking, biting,
etc)
Lasting from a minute or two
to over a half hour
Involuntary action of bowel
and bladder
2. Prevent victim from
injuring himself. Place
cloth or other soft object
between upper and lower
teeth to keep him biting
tongue. Place pillow
under head to prevent if
from injury. Loosen all
constricting clothing.
1. Keep victim warm
2. Watch breathing.
Breathing may stop as
convulsive movements
stop and then begin again
spontaneously. If it does
not begin within one
minute, start artificial
respiration
3. Do not disturb victim
unnecessarily
Do not attempt to restrain
convulsive movements.
Be sure victim’s tongue
109

does not fall back in
threat and obstruct
breathing after convulsive
movements cease. This
may be done by placing
patient on side or
abdomen with head
turned to side. Do not
disturb victim otherwise
during period of sleep or
unconsciousness which
usually follows
convulsive seizure.
110

FAINTING
Brief period of
unconsciousness with
spontaneous recovery
Symptoms :
Nausea, dizziness
Excessive perspiration
Pale, moist skin
Unconsciousness
1. Lower victim’s head. If he
is unconscious keep him
lying down, head lower
than feet, or elevate feet
above level of head.
2. Hold ammonia inhalant
under victim’s nose
3. Administer oxygen
4. If he does not recover in a
few minutes, got medical
assistance.
GASTROINTESTINAL
LPSETS
May be due to food or
infection
Symptoms :
Intestinal or stomach
cramps
Nausea and vomiting
Diarrhea
Chills of fever
1. Give 2 tablets bismuth
sub carbonate. Dosage
may be repeated in 4
hours
2. Give frequent, small
amounts of hot tea or
ginger ale. Avoid solid
foods
3. Keep victim warm and at
rest
111

INDIGESTION
May be due to food,
alcohol or intestinal gases.
Give alka – seltzer or
Glossily tablet
112

HEART ATTACK
Symptoms vary greatly
Depending upon cause
May include
Pain in upper chest of chest
and arms.
Faintness – prolonged
breathing difficulty
Unconsciousness
2. Keep victim quiet. If he
has trouble breathing
prop. Him up. If he does
not have breathing
difficulty keep him lying
down. Do not let him
move about.
3. Reassure victim. If he
carries medicine for such
attacks , help him take it.
4. Get medical attention as
soon as passable
INSULIN REACTION
Insulin reactions securing
diabetic persons with have
administered too much
insulin to themselves in
relation to the amount of
sugar level which, in turn, is
manifested outwardly by
profuse sweating, paleness
Most diabetic will recognize
these symptoms early and
will take sugar in the form of
candy, orange juice, etc to
correct the situation. If the
symptoms come on and
progress rapidly to the point
of mental confusion, a
113

skin, raping pulse, weakens
mental confession less of
consciousness and in some
cases convulsions
diabetic may not be able to
help himself, in which case
he should be encouraged to
drink heavily sweetened
liquids. Do not try to force
an unconscious person to
drink liquids. Most diabetics
carry on their person a card
stating that they are
diabetics. It is good practice
to search for such a card on
the person of anyone
suddenly losing
consciousness. If loss of
consciousness occurs
before sweetened liquids
can be administered, there is
no alternative but to await
expert medical care for
further treatment.
114

MOTION SICKNESS
Usually caused by rapid
rising or dropping of air
plane. Will vary with the
individual’s sensitiveness to
motion, nervous and
psychological reactions
Symptoms :
Headache
Paller
Cold perspiration
Dizziness & Faintness
Nausea & Vomiting
UNCONSCIOUSNESS
May be deep or partial
Unconsciousness is a
Symptom of many different
Illnesses and injuries
Including
Head injury
Acute alcoholism
Apoplexy (stroke)
1. Give 1 Dramamine (1/2
tablet for children 6-12
years). This is more
effective if administered
before nausea develops.
Dosage may be repeated
in 4 hours
2. Administer oxygen if
patient is not vomiting
3. open fresh air vent
4. Change seating to front
seat if possible and make
as comfortable as
possible.
2. if victim is pale – keep
him lying down, head
slightly lower than feet
keep him warm.
Administer ammonia
115

Shock
Heart Attack
Insulin reaction
Sunstroko
Heat exhaust on
inhalant.
3. If victim is flushed – keep
him down head and
shoulders slightly raised.
Apply cold wet cloths or
ice – filled lei bag to his
head. Cover only do not
administer ammonia
inhalant.
116

4. If breathing fails – give
artificial respiration
5. Examine for signs of
injury and treat injury
Procautions
Never give liquid of food to
an unconscious person.
Do not assume victim is
drunk merely because you
find odor of alcohol on his
breath
OXYGEN FOR INFANTS Procedure for Baby use :
4. IF infant is not breathing,
use the eve rocking
method. The infant is
racked alternately 450
in a
need down position, the
movements being
unaccomplished manually
in the arms of the
operator
5. If infant is breathing give
117

oxygen, forming the
plastic mask to the infant’
TABLE OF CONTENTS
1. Tour Operator’s Responsibilities
2. Operating Staff Responsibilities
3. Job Specifications
4. Guides’ Duties
5. Drivers’ Tasks
6. Tour Participants’ Entitlements
7. Group Movement Patterns
8. Arrival & Departure Transfers
9. Tour Arrangements
10. Notes to Guides
11. Tour Itineraries
12. Longhauls
13. Routing Charts
14. Notice Boards in Hotels
15. Drink On Board Coches
16. Immigration
17. Customs
18. Duty Rosters
19. Accounting Procedures
20. Coach Charts
21. Uniforms & Grooming Standards
22. Communications
118

23. 5 Steps to a better Voice and Good Speech
24. Notes to Guides
25. Coach Cleanliness
26. Baggage Loading On To Coaches
27. Emergencies
28. First Aids Instructions
119

Project Guide / Tour Leader E_ learning

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