Upload
others
View
1
Download
0
Embed Size (px)
Citation preview
Page 29 of 41
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
Page 30 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
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.
Page 31 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
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.
Page 32 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
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.
Page 33 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
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
Page 34 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
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.
Page 35 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions
Receipts
Issued after payment has been received from the client.
Page 36 of 41
Tourist Guiding TGD-110 2018-02 © MGT Training Solutions