Lesson 9 - Airport Pick-up & Transfer to Hotel

Summary

This video script offers a comprehensive guide for tour guides on airport pickups and transfers to hotels. It emphasizes the importance of having flight details, meeting guests early, assisting with luggage, and ensuring all guests and their belongings are accounted for. The guide also stresses the need for clear communication with drivers and hotels, as well as engaging with guests to understand their interests and expectations. The script concludes with a focus on ensuring a smooth check-in process and setting the stage for a successful tour experience.

Takeaways

• 📋 Ensure you have all flight details including airline, arrival hall, flight number, and arrival time before heading to the airport.
• 🗣️ Gather customer information such as number of people, name list, and any special requirements like wheelchair assistance.
• 🏨 Prepare a sign board with customer names and have the driver's contact number ready for smooth communication.
• ⏰ Be at the airport at least 15 minutes early to confirm the flight's arrival time and stand in a visible spot with the sign board.
• 🙋‍♂️ Greet guests, introduce yourself, and double-check the names to ensure all group members are present.
• 🧳 Assist guests with their luggage and ensure all pieces are accounted for, getting a count signed by the group leader.
• 📞 Contact the driver to confirm the meeting point and time, then guide guests to the vehicle.
• 🗓️ Verify the activity program with guests, adjusting according to their program or tour operator's instructions.
• 🚌 Ensure all guests are seated and luggage is stored before proceeding to the destination.
• 🗣️ Engage in friendly conversation, provide a brief introduction of the tour, and get to know guests without being intrusive.
• 🏢 Upon arrival at the hotel, assist guests with their luggage and ensure a smooth check-in process if required.
• ⏰ Confirm the next activity's details with guests, including time and location, before leaving them to relax.

Q & A

What should a tour guide ensure they have before going to the airport?

Before going to the airport, a tour guide should ensure they have the flight details, including the airline, arrival hall, flight number, and arrival time, as well as customer information such as the number of people, name list, and any special requirements like wheelchair assistance.

Why is it important for a tour guide to have a sign board with customer names at the airport?

A sign board with customer names is important for a tour guide at the airport to easily identify and connect with the arriving guests, ensuring a smooth and efficient pick-up process.

How early should a tour guide be present at the arrival hall?

A tour guide should be present at least 15 minutes early at the correct arrival hall to check the arrival time on the flight information board.

What should a tour guide do upon meeting the guests at the airport?

Upon meeting the guests, a tour guide should greet them, introduce themselves, check the guests' names again to ensure all members of the group are present, and assist with their luggage.

How should a tour guide handle luggage count and responsibility?

A tour guide should count the total number of luggage pieces, write it down, and have it signed by the group leader. It's important to remind guests that each guest is responsible for their own luggage.

What is the tour guide's role in ensuring the guests' luggage is properly stored during transfer?

The tour guide should ensure all guests are seated and all luggage is stored in the vehicle before proceeding to the destination.

Why is it important for a tour guide to call the hotel or destination while on the vehicle with guests?

Calling the hotel or destination ensures that welcome services such as welcome drinks, room keys, and food are ready upon the guests' arrival, providing a smooth and welcoming experience.

What should a tour guide do to warm up and engage with guests during the vehicle ride?

A tour guide should engage in friendly conversation, give a brief presentation about what to expect on the tour, and take the time to get to know the guests in a genuine way without being intrusive.

How should a tour guide handle situations where guests are sleeping or excited during the vehicle ride?

If guests are sleeping, the tour guide should be mindful and silent to allow them to rest. If guests are excited, the guide should conduct an informative and friendly conversation.

What are the responsibilities of a tour guide upon arrival at the hotel?

Upon arrival at the hotel, the tour guide should be the first to exit the vehicle, assist guests with their luggage, lead them to the reception, and if required, assist with the hotel check-in process.

How should a tour guide confirm the next activity with guests?

A tour guide should confirm the next activity with guests by providing clear information about the time and location, ensuring they are well-informed before the guide leaves them to relax.