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Tourist Guiding TGD-110 2018-02 © MGT Training Solutions

LEARNING UNIT 3: OPERATIONAL PROCEDURES

US 335802 S03 AC1 Be able to compile a Briefing on Operational Procedures as it applies to a designed itinerary. US 335801 SO2 AC7 The response to the legal requirements for a specific activity is explained in terms of compliance and operational requirements.

Operational procedures pertain to

- Systems / processes / series of actions for achieving a result

or rendering a service.

- The operation of a device / equipment / machinery

(Adapted from

http://en.wikipedia.org/wiki/Standard_operating_procedure viewed on 29

October 2010 and Cook, JL Jr. 1998. Operating Procedures and Guidelines,

Cook, JL. 1998).

An SOP is a written document or instruction detailing all steps and activities

of a process or procedure.

Procedures are specific and applied to each organisation’s requirements.

While policy guides decision making, a procedure is aimed at action.

A procedure details the steps to be followed, and in what order, in

carrying out an organizational policy related to a specific recurring

problem or situation.

(Cook, 1998).

Standard operating procedure is written procedures aimed at standardizing

general activities.

MGT

DEFINITION

MGT

DEFINITION

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Control is necessary for verifying whether the actions of the members are

in accord with the organization’s adopted plans and underlying principles.

Control involves the monitoring for the following: MGTMGT

System weaknesses MGTMGT

Human errors MGTMGT

Deviations from assigned path.

Control covers people, actions, objects and timing within the organisation.

Rules are part of control and minimizes risk. It ensures predictable

outcomes during standard operations.

US 335801 SO2 AC3 Be able to select equipment to meet operational requirements of the designed activity. US 335801 SO1 AC2 Operational instructions are compiled to demonstrate an understanding of the science and technology related to respective guiding activities in the category.

As a cultural guide you will be using electronic or mechanic equipment in

the execution of your duties. Among the most common tools are your cell

phone, gps and microphone. Presentation equipment may include

comprises of computers, data projectors, televisions, video or dvd players.

Tourists might also ask you to take a photo or video clip of them. There

might also be other site-specific equipment. Logistical arrangements might

include that you use a cash register or credit card machine.

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Example of Operational Instructions

How to Use a Data Projector

Adapted from http://www.ehow.com/how_5016538_use-data-

projector.html viewed on 29 October 2010.

Data projectors display images coming from a computer or data source

into a wide white screen or wall.

INSTRUCTIONS

Things You'll Need: MGTMGT

Data projector and its cables/cords MGTMGT

Power cord MGTMGT

Computer or Laptop MGTMGT

Wide wall or screen

1. Connect the VGA Cable, one end coming from the back of the data

projector and the other end to your CPU or laptop, whichever you'll

use. Tighten the knob on the cables to lock the connection.

2. Plug the power cord of the data projector and turn it on. In most

data projectors, you will see a red light once it is turned on.

3. Wait until the light turns to green, this is an indication that the data

projector is all set.

4. Remove the lens cap of the data projector and a blank blue page

will show up on the projector's screen. Turn on your computer or

laptop and it will display your desktop on the wall. Open the file

that you need to project and wait for it to appear on the main screen

or wall.

5. Move the data projector's lens to fine-tune the image, zoom in or

zoom out until you get a clear view of what's being projected.

Tips & Warnings MGTMGT

Always consult the manual to see if there are other options to

enhance your data projection.

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MGTMGT

The lens is sensitive so make sure to put back the lens cap to avoid

accidental scratches or damage to it.

US 335801 S02 AC6 Logistical requirements are identified and complied with according to operational requirements.

Logistics is the handling / managing of the details of an operation.

(http://www.merriam-webster.com/dictionary/logistics viewed on 8

December 2010).

Logistical requirements can include the following: MGTMGT

Confirming bookings / reservations. MGTMGT

Preparing or making arrangements with regards to refreshments

and meals. MGTMGT

Arranging transport. MGTMGT

Checking and preparing equipment.

Complete and/or obtain relevant documents MGTMGT

Ensuring that Indemnity and consent forms or other required

documentation (e.g. visitors book) are completed. MGTMGT

Obtaining permits / permission where required MGTMGT

Issuing Invoices or Receipts for payments (see below).

Payments

Receiving and processing payments MGTMGT

Cash payments

o Check money when you have received it from customer

o Hand money over to relevant person or process it yourself

(e.g. by using a cash register).

o Not all sites offer credit card facilities.

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Credit cards

A plastic card which contains the initials, surname and account

number of cardholder. There is also an expiry date.

It enables the holder to obtain extended credit up to an agreed limit

at a published rate of interest (Vrancken et al., 2002).

Terms and conditions MGTMGT

It can only be used at a Merchant/Vendor who has an

agreement with the issuing institution i.e. Visa or Master

Card/Diners Club/American Express. MGTMGT

It is offered in the place of other payment methods. MGTMGT

The merchant has to verify the validity and ownership of the

card. MGTMGT

After completion of a successful transaction, the card holder

needs to sign the sales voucher, and receives a copy thereof. MGTMGT

The merchant needs to compare signatures on the card and on

the sales voucher.

MGTMGT

Internet payments (Vrancken et al, 2002)

o The internet is increasingly being used by the tourism

industry as a means of payment via credit card. Other

methods of electronic payment are also available.

Vouchers

Contractual document between the operator and service provider,

stating arrangements regarding payments. It can also serve as

confirmation of a booking.

The provider could be offering MGTMGT

Accommodation MGTMGT

Transfers from and to the Airport MGTMGT

Meals MGTMGT

Shows

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MGTMGT

City Tours, Guided Tours etc. MGTMGT

Car rental

How does it work? MGTMGT

No voucher, and the hotel will know that the client needs to pay MGTMGT

Vouchers can state that either the clients will be paying their own

account or it will be for the operator’s account. MGTMGT

Additional services used by the client i.e. telephone calls, dinner,

drinks etc. will be charged upon checkout against the client.

Other documents that you should be able to use

Invoice

Issued once the clients have booked and confirmed their booking. The

invoice should always be in triplicate: one for the client, one for the

auditors and one for your office records.

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Receipts

Issued after payment has been received from the client.

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