Module Provide Arrival and Departure Transfer Service

1. PRE-ARRIVAL PREPARATION

1. a. Tour Administration Preparation

In this step the tour guide have to prepare all the administration related to the customer who will be handled,such as :

• Name of the group

1. • Pax number, especially the total number of SGL, DBL or TRPL room which will be used by the tourists.
   • Arrival and departure. Arrival can be replaced by arr or ETA (estimated time of arrival). While departure can be replaced by dep or ETD (estimated time of departure).

Usually time and place of arrival and departure are symbolized by flight number, for example :

ETA 24 Apr by GA 190 ex JKT

ETD 27 Apr by GA 486 to KUL

It means the pax`will arrive on 24 April by Garuda Indonesian Airlines, flight number 190 from Jakarta and will depart  on 27 April by Garuda Indonesian Airlines flight number 486 for Kuala Lumpur

• Accomodation, consist of hotel information, number and type of room, length of stay and package ( such as Room Only,American plan, full American plan )
• Passanger List or rooming list.

The guide must compare the list with the number of participants in the group, is it the same or any different. If any, at the first chance make clarification to the person related. Keep your attention to the number of male and female, Age, husband and wife and san/doughter, etc.

• Special Request, for services or special facilities related to someone conditions or status. For example group leader, very important person  ( VIP ) or because of health factors and dissable.
• Itinerary

This the detail program welknown as tour itinerary made by Travel Agent for his client. It consist of time, description, and places of interests and attraction that are going to visit. The tour guide must study this carefully to prepare himself in order to give maximum services.

• Coach and the crews

To be well organized, guide must keep the contact number of driver and tranportation company, this will help to contact them if needed.

Those information con be obtined by having breafing or see it at the file that related with the group, if the are some thing unclear, clarify it to the related department.

b.   Observe Work Place

• Route
• Airport : arrival terminal (domestic/international), CIQ, Baggage Claims, Public and parking area.
• Hotel :  check in counter, lobby, public area, concierge.
• Tourist attraction : entrance gate, ticket counter, entrance fee, parking, supporting facilities, regulation at tourist attraction.
• Restaurant: menu, price and other facilities.

c. Preparation (one day before)

One day before arrival of the client do the procedures as follow :

prepare :

• Equipment for the personal task, such as  mobile phone, map, addres book and kits (diary/log book,pen).
• Administration equipments, such as itinerary, passanger list, rooming list,etc.  tour itinerary is needed by the guide, driver and the tourists. While the passanger list or rooming list are needed by the hotel, group leader, restaurant,cruise  and other people related to tour arrangement.
• Documents :

Voucher, is a kind of document made by tour and travel agencies for individual  or group tourist  to get facilities or services on that document.
For examples :
Hotel voucher, it is used to get the facilities and services at the hotel
Meals voucher, it is used to get the facilities and services at the restaurant
Travel Voucher, is a voucher made by Tour Operator where the tourist bought the tour  package at first.

• Service Order
• Ticket
• Tour package brochures
• Emergency forms and reports, such as :

– Lost/Damaged/Stolen Property Report

– Passenger Sickness and Accident Report

– Progress Report

– Action Log

– Tour Statement

• Questionnaire
• Payment (petty cash,credit card/Debit card, etc)
• Welcoming tools :

1. Paging board/sign board
2. welcome flower
3. label/sticker for bus etc

For welcoming VIP guests we have to preparare  :

1. Welcome banner
2. Welcome dance
3. Welcome flower
4. Carpet
5. Camera video
6. Voorider

• Supporting facilities, such as first aid, umbrella, mechanic tools etc.
• Contact and reconfirm all tour components :
• Transportation
• Accomodation
• Tourist attraction
• Information about Airport, Sea port and arrival station

1. d. Tour Component preparation

Before starting the tour, check and recheck :

• Transportations,  make sure that the transportation is in good condition.
• Healthy driver and co- driver
• Umbrella, rain coat and first aid box are ready
• The passenger who has a desease has been informed to bring his/her medicine.
• Tourist attraction
• Local Guide
• Tool/kit

1. e. Identification Techniques may include:
   1. Name tags
   2. Badges
   3. Uniforms
   4. Umbrella or Flag
   5. Sign.

If identification techniques are not used, there is increased possibility of

1. Complaints from customers
2. Missing the customer (this may happen for many reasons!)
3. Confusion and loss of valuable time.

If identification techniques are not used, there is increased possibility of

1. Complaints from customers
2. Missing the customer (this may happen for many reasons!)
3. Confusion and loss of valuable time.

f.    Airport Facilities

The tour guide should be very familiar with the facilities and amenities at the terminal

These may include:

1. a.   Information centre

b.  X-Ray

c.  Check in counters

d. Boarding Gate

e.  Transfer Desk

f.   Lost and Found

g.  Conveyor

h.  Baby room

1. Prayer room

j.   Rest rooms

k. Money changer area

1. Banks and restaurants

m. Entrance and exit gates

n.  Airline, hotel, car rental offices

o. Taxi counter

p. Group meeting area.

The tour guide should be aware of meet/greet protocols that may apply at a terminal

2.  Meeting Service at the airport

a.  Be on time !

Tour Guide have to be early in the airport at least one hour before arrival time. This is to antisipate if there  is any  unexpected changes. Before going to the airport, don’t forget to contact information section at the airport to make sure weather any schedule changes.

1. Arrive at the Airport

• If the group back to their country from your town, take departure forms/card as you need in the check-in counter of departure terminal. These cards will be needed when the group leave  our country to the next destination. If possible tour guide help the group to fill it.
• Wait the group at  the International Arrival Gate while holding padging board
• Observe the screen to check weather the flight landed and also to know  the number of of arrival gate.
• Tell the driver the proper place to be  waited  when the group exit from the airport.
• Be sure that you are catchy

1. c. Meet  Free Individual Tourist (FIT)

You can imagine how busy it is if  many flights arrive at arrival terminal with only a few minutes different time. At the time  arrival will crowded becouse  other people also do the same activity. Among them may be also othe guide wants to meet their group like you do. In this case will ifficult for you to place yourself catchy. To avoid this, you are suggested to be early at the airport at least one hour before arrival time. Beciuse by doinng this you will have lengh time to arrange every thing as good as possible.

The size of the letter on the padging board and the colour of it also can help the group to know who will pick them-up.

When you rekognized your group, do the activities as follow :

–         Smille!

Smille to the group naturally and integrity. This is very important to keep friendly and first impression. This will determined a good relation interpersonally between tour guide and the group that he is serving.

–         Greet them, shake hand and say welcome

–         Introduction (Name, Company, and duty) if you were accompany by other person from other company, introducing them.

–         Asking them how was their trip/flight  before.

–         Asked the original Travel Voucher issued by the Tour Operator sent them to make sure that you are serving the right person/group. Check it for a while and adjust the name af pax, total participants, and also prgram that is going to held.

If you do not  do this carefully, it will caused difficulties in taking payment from Tour Operator that send the group.

–         Count the number of participants

–         Accompany them to the proper place

–         Tell them the tour program today

–         Accompany the to the bus

–         Boarding process while stand beside the bus’ gate while remain them to  be careful.

–         Tell the driver to pick-up the baggage, count it and adjust to baggage list.

–         Inform them the next destination

–         Be sure that nothing is left

–         Leave to the hotel.

Dialogue You are waiting for Mr. Ricardson from Australia that will arrive by GA 191 from Jakarta and Medan. You are standing in front of domestic arrival gate while holding a padging / sign board wrriten his name. When he came to you welcome hem as soon as. The following are the example of the dialogue : TOUR GUIDE         :    Good morning sir, Are you Mr. RICARDSON ? CLIENT                  :    Yes, I am TOUR GUIDE         :    Oh, glad to see you, sir. My name is (……..nama Anda………..) From PASSAI WISATA TOURS and TRAVEL. I will be your Tour Guide during you stay in ……….. CLIENT                  :    Oh, hi. Glad to see you. TOUR GUIDE         :    So, how was your flight sir ? Did you have a good flight ? CLIENT                  :    Yes, I have a good flight. TOUR GUIDE          :   That is good .  By the way, may I have the original travel voucher   issued by your tour operator for us?  This is to ensure that we provide the correct service to you. CLIENT                   :   Alright, here you go… TOUR GUIDE          :   Thank you very much. Well, Mr. RICHARDSON, from here we will go directly to hotel and in the afternoon, we will have dinner with show. By the way, how many luggages that you bring sir ? CLIENT                  :  Just two pieces. TOUR GUIDE         :  Can I help you bring your luggages ? CLIENT                  :  Yes, sure. TOUR GUIDE         :   Allright then. Now we are going to our car because it is waiting  out side. This way, sir. CLIENT                   : OK. TOUR GUIDE          :     Here we go, sir, and this is our driver Mr. YUDI. He will take care your luggages and then drive us to the hotel. Now you may get on board. (after on board) TOUR GUIDE         :  Well, Mr. Driver, now we leave for hotel. Alright Mr. RICHADSON,  Welcome to…….. ESPECIALLY IN …………….(continue with guiding commentary

For example:

• Can customers be met in the baggage claim area?
• Are there special areas set inside to greet customers?
• Can customers be assisted with their baggage prior to leaving the customs area?
• Detailed and accurate passenger lists are important so that information can be recorded about:
• Arrivals
• No shows
• Other comments or details.
• Items often included in a passengers list include:
• Number and names of arriving customers
• Arrival information including arrival time and flight, coach or train   number
• Arrival point, platform or terminal
• Designated meeting place
• Confirmation of the transfer method and time with supplier of transport
• Departure point of transport provided
• Checked baggage list

Meet  Group Inclusive Tourists (GIT)

To make you eassy in rekognizing  and controlling a group of tourists, the Tour Operator has  already completed some lebels to identify the member of the group eassily e.g. Uniform, bag, T-shirt, hat, badge etc. But sometime other groups also wear the same ID, may be the group also sent by the same Tour Operator with the different programs.  If it is happened, Tour Guide shoud be extra carefully  in identifying the group member. Check the number of group series if any. The next activities can be done as well as FIT.

–         On the bus :

1. Recount the pax,
2. Introduction (Yourself, Crew and Company) other person if any.
3. Inform the program today
4. Describe the highlight of the program
5. Ask them politely, have they ever been to Indonesia before. This is important to know which kind of information should be given and which one is shouldn’t.

–  In the guiding process tell these information:

1. Local time and GMT
2. Local Currency
3. Rate of exchange
4. Local greeting
5. General information of the city/town visited
6. Hotel facilities
7. Local transport and it coat, etc.

3.  The procedure of baggage handling

1. Baggage loading

Loading baggage from the termninal usually do before the arrival of the group. It is included :

1. Reconfirm time and place of pick up service
2. The crew are ready at the terminal one hour before arrival of the group
3. Inform the driver of pick up location
4. Prepare operational fee

It is very important to take the baggage on time, becouse :

1. To show that every thing run well
2. To show that we are professional
3. To be effecien

b.  Baggage Procedure

• Prepare a baggage list for checking the number of baggage pieces transported
• Collect baggage and count them according to the passenger list provided
• Let people check their own baggage
• Arrange baggage transportation
• Ensure that the correct baggage is transported.
  • It is important to accurately count the number of pieces of baggage to avoid baggage loss.

c. Steps to take when baggage is lost include:

• Report to the Lost and Found counter
• Get a receipt
• Report the loss to the office or travel agent
• Call periodically to find out progress of the search and keep the person involved well informed
• The baggage is not found, report the loss to the supplier involved.

Giving information to the clients.

After finishing the process of handling baggage, the group will accompanied to the hotel, on the way to the hotel tour guide can explain some information such as :

• General welcome and introduction
• Details of transfer procedures
• Distance and duration
• Local time, office hours, time difference
• Money exchange rates and facilities
• Tipping
• Accommodation facilities
• Geography of hotel and immediate vicinity
• Overview destination information

General welcome and introduction procedures consists of:

• A general welcome:
• Greeting: Good morning or afternoon or evening
• Addressing: Depending on type of audience

Ladies and gentlemen OR Distinguished guest OR Your excellency or highness

On behalf of —– (name of travel agency or company)

I would like to welcome you to—– (Place)

• An introduction:
  • My name is: ——– and your driver’s name is ——-

(Do not forget to smile, be confident, have eye contact with customer)

Continue with the information prepared Include some advice regarding:

• Safety and security matters
• Some custom and traditions (local).
• Type of tour eg city sights
• Time/day of departure
• Place of departure
• Duration of the tour
• Information about clothes or shoes to wear
• Whether extra costs are involved.

Customers should be informed about:

1. Local time:

Watches should be adjusted on arrival by customer

It is important to confirm any time differences on arrival.

Example :

• Singapore time is 1 hour ahead of Jakarta
• Bali time is 1 hour ahead of Jakarta
• Irian Jaya/Papua is 2 hours ahead of Jakarta.

1. Office hours: (may vary, but generally)

• Monday to Thursday: 08.00-17.00 (lunch: 12.00-13.00)
• Friday: 08.00-17.00 (prayer time to go to mosque 11.30 – 13.00)

1. 3. Time zones:

• In Indonesia there are 3 time zones:
• Western Indonesian standard time (GMT +7 hours)
• Central Indonesian standard Time (GMT +8 hours)
• Eastern Indonesia standard time (GMT +9 hours).
• Customers must be also be informed about exchange rates and other currency issues

4.    Exchange Rates and currency

For example:

• The currency in Indonesia is the Rupiah (IDR)
• At the moment the exchange rate for US$1.00= Rp —–
• The condition of the banknotes should be:
  • Clean (No stains or writing)
  • Smooth (Not too creased)
  • Not torn.
• Exchange rates might fluctuate due to issues such as:
  • Economic growth or downturn
  • Political developments eg change in leader
  • Security problems.
• Major foreign exchange currencies accepted:
  • US Dollar
  • Singapore Dollar
  • Australian Dollar
  • Canadian Dollar
  • Dutch Guilder
  • Belgian Franc
  • Deutsche Mark
  • Pound Sterling
  • Malaysian Dollar.
• Foreign money may be exchanged at:
  • Banks: State/private/foreign
  • Money changers: Scattered all over town
  • Hotels, resorts.
  • Generally speaking, money changers offer the best rate of exchange
  • Tipping in Indonesia is quite common
  • Although not compulsory, it depends on the type and quality of service provided
  • In some restaurants, a service charge is already included in the bill (usually 10%-21%)

The guide should advise the customer accordingly when tipping is appropriate, eg:

• At airports, railway stations, ports
• Hotels
• Restaurants
• Driver, etc.
• Tipping acts:
• As a token of satisfaction of the customer
• As a token of appreciation for the services received.

Advice about the geography of hotel and the local vicinity, is important to clients, because they can feel at ease in the new environment

For example:

• Where is the hotel located in the city:
• Centre
• East
• West
• South
• North.
• What local transport facilities are available: bus, taxi, train
• Where is the nearest: Post office
• Bank or money changer
• Shopping centre.

When checking in a group of clients into their accommodation it is important to advise them about the facilities of the hotel or accommodation venue.

These may include:

• Reception area eg security boxes
• Cashier area
• Concierge services
• Business Centre
• Coffee Shop
• Restaurants
• Laundry
• Operator assisted or international/regional direct dialing
• Car Call
• Video and TV
• Car Parking
• Restrooms
• Sport Facilities: fitness centre, swimming pool, massage etc.
• Bars.
  • The itinerary
  • Length or duration of the tour
  • The types of transportation to be used
  • Standard or type of accommodation and facilities
  • Types of meals included
  • Attractions to be visited
  • Optional tours
  • Special requirements eg certain type of shoes or clothes to be worn.

Destination Information provided by the Tour Guide may include details about:

The level of detail to be provided on these items must be sufficient for the customer to feel comfortable about the arrangements.

Check-in Hotel

v     Guide should get down from the bus first, standing next bus door and helping client to step from the bus

v     Assist client to lobby

v     Contact bell captain/concierge and give baggage list

v     Clients may be offered a welcome drink

v     Information about the location of facilities at accommodation such as, coffee shop, business centre, rest rooms, is given to clients

v     Filling-in regristration forms including: Name, Address, Passport number, etc

v     Making a copy of credit card for possible extra personal expenses

v     Briefing about next programme, meals time, wake up call and incidental charges.

v     Room allocation and distribution of keys. Rembember to show them lift and iskalator if any.

To minimize confusion and time delays on arrival at accommodation venue the clients should be told to have their:

• Passport.
• Credit card
• Pen.

When check-in tour guide should be stand by nearly the counter to reduce:

• There is a communication gap between clients and accommodation staff eg langua
• ge problem
• Clients are nervous because of unfamiliar surroundings
• Clients are not well informed eg not told where to wait for keys.
• Clients are too shy to ask for assistance

Tour guide’s advice is contrary to advise provided by hotel staff.Friendly and efficient assistance that helps with the check in process is very important because:

• Customers may feel shy, nervous and tired
• Customers are in unfamiliar surroundings
• Customers may be inexperienced travellers
• Customers may be elderly or unsure of what has to be done

Friendly and efficient assistance is given by:

• Offering assistance in a cheerful way
• Paying full attention to the client
• Listening to their questions and needs
• Giving answers politely
• Giving all information necessary in a tactful, confident and professional way.

Liaison between guide and accommodation staff is important because

It helps to ensure an efficient check-in procedure

It minimise communication difficulties or gaps e.g. for customers and staff at hotel.

It helps to meet any customers special needs because explanations can be provided to staff, eg:

• Vegetarian food requests
• Other special dietary needs
• Room requests e.g non smoking area
• Facilities for disabled people.

Conduct Departure Transfers for groups and individual

Important departure details to check with carriers prior to departure include:

1. Departure information including departure time, flight/train/bus numbers, check in time.
2. Departure point, platform or terminal and their facilities
3. Confirmation of transfer method and time with transport supplier
4. Departure point for transportation of passengers
5. Numbers of bags to be transferred
6. How baggage list will be checked
7. Loading and transportation of baggage procedures.

Departure Transfer procedures include :

• Check in time, Departure time, flight number and boarding gate.
• Baggage loading.
• Time of loading
• Pick up place.
• Travel document, eg :
• Airport tax
• Passport
• Ticket
• Visa

Just before departure from the hotel it is important to conduct a final check.

For example:

1. All Items removed from safety deposit boxes
2. Passengers have their passports and tickets
3. Passenger have departure cards completed
4. Passenger have Health Certificates (where necessary)
5. All personal bills have been paid
6. All hotel keys have been returned
7. All passengers have money to pay the departure tax
8. Finally recheck in the coach before departure whether all the above has been fullfilled.

Baggage checking prior to departure is essential so that no items are left behind.

Steps to be taken include:

1. Prepare a baggage list
2. Check the number of pieces of baggage according to baggage list
3. Ask the customer to check their own baggage
4. Double check with the bell captain the number of pieces of baggage
5. Supervise loading of the baggage for transportation to terminal.

On the way to the airport,  it is important to inform :

• Flight
• Departure Time
• Check in prosedures
• Immigration procedures
• Travel document
• Amount of money to pay Airport Tax.

Feedback must be taken from the client, because it is important to guide himself and his company, Feedback may relate to:

1. The quality of services provided
2. The competence of the tour guide
3. The tourists attractions visited
4. The accommodation
5. The driver’s attitude
6. Transportation facilities/services
7. Complaints and suggestions.

It may be obtained through comments made, surveys distributed or by customers writing letters or notes.

Composed by:

• Fransisco Soares, A.Md.(SMK N 1 Ende)
• Wiwik Fatmawati, S.Pd. (SMK N 10 Surabaya)
• P.S.E Chairany S. S.Pd. (SMK N 57 Jakarta)
• M a r j i r a n t o  A.Md.(SMK N 7 Jogyakarta)
• H e r v i n a  A.Md.(SMK N 7 Medan)