Reservation and guidance

RESERVATION

A.    Definition of Reservation

Reservation in English is derived from the word "to reserve" that is  providing or preparing the place and facilities beforehand . So in general reservation is booking facilities such as accommodation, meal, airplane, trains, buses, etc. (Suartana, 1987: 14). While according to Oxford dictionary, the definition of reservation is arrangement to keep something for somebody, eg a seat in a train, a room in a hotel etc.

B.     Reservation Function

Understanding reservation is not only separated from the functions and duties of the reservation department itself, namely: provision either before guests or the tourists come.

1. The function of the reservation staff

a.       Promoting products and facilities of hotel.

b.      Maintaining knowledge of products and services at the hotel such as price and promotional facilities, special rates etc.

c.       Establishing a good relationship with customers and anticipating the needs of guests.

d.      Recording and processing bookings made with a variety of media.

e.       Accepting room bookings are on the waiting list.

f.       Processing the changing of  room reservations.

g.      Recording the method of payment has been arranged in particular for groups and conventions.

h.      Taking precautions to avoid no show guest.

i.        Requesting approval of FOM or finance manager for booking rooms that want credit payments.

j.        Making a reservation report.

k.      Archiving of reservation data accurately.

2. Benefits of reservation

The benefits of reservation for travel agent or  hotel workers:

a.       Knowing for sure the capacity of customers / tourists who are ready to do the tour at a later date (next time).

b.      Calculating certainty the price of travel  to prevent a wrong price.

c.       Preparing special requests rating (eg special meals for vegetarians, bus toilet + enabled TV, etc.)

d.      Preparing rooms for guests according to booking date, and make sure the room is full or empty.

e.       Preparing additional facilities to prepare everything outside the hotel, but are still in demand of tourists (ie special bathroom for the disabled, etc.).

The benefits of reservation for tourists / guests:

a.       Preparing everything carefully before tour held.

b.      It is easier for tourists who ordered the tour to ascertain the tour.

c.       Predicting the costs will be spent for travel.

d.      Making tourist easier to get rooms.

C.    Reservation procedure

Receiving a booking request is an activity or process of collecting information or data about prospective guests and people who booked a room. Information required by the hotel include:

a.       The type and number of rooms wanted by tourists.

b.      The number of people who will stay.

c.       Date of arrival and date of departure.

d.      Name of the guests who staying at the hotel.

e.       Name of the applicant / person who can be contacted to follow-up the information of reservation.

f.       Name of company or travel agency.

g.      Company's address and phone number.

h.      Details of arrival (time & transport used).

i.        The payment method used.

j.        Special requests.

GUIDING

A.    Definition of Tour Guide

According to Oka A. Yoeti guide is defined as : "The guide is a person who gives information, explanations and directions to tourists (tourist) and other travelers, about everything that is going to be viewed, watched by tourists and travelers are concerned, when they visited on an object, place or area of ​​interest. "

While according to E. Amato, an expert from UNDP / ILO stated: Tour guide is the person employed either by the traveler, a travel agency or any other tourist organization, to inform, direct and advise the tourist organization, to inform, directing and advising the tourist before and during his short visit.

In carrying out scouting, a tour guide should pay attention to whom he was in charge of guiding. Is it a noble tourist, officials of a country, clothes washers, port workers, restaurant owners, antique dealers or a school teacher. Assist in the conduct he must adjust to the nature and behavior of tourists. In other words, wizard should do the scouting with consideration of the character of a nation so that means the service can satisfy travelers.

1. The nature of a nation (natural characteristic). It is strongly influenced by environmental factors, climate, physical and geographical structure of the country.

2. The nature of the historical background (historical characteristic). The incident happened in a country affects the lifestyle of a nation. For example American and Canadian have similarities because of a same  nature of the historical background. They were least happy with a convoluted procedure. As travelers they prefer to inquire about the farming, fishing, hunting and so even the life of the village he visited.

3. The nature of religious morals. A nation that is still strongly tied to the country's religious influence in nature and his characteristic. For instance, Thai people will be offended if we hold the head, at the contrary Australians is not a taboo. Travelers Islam of indonesia will be afraid to eat at restaurants that are believed to be the truth about the meat being served instead of pork.

4. The nature of the political background. Politics also affects the character of a nation. People from communist countries are reluctant to buy things if your friend did not buy his entourage. Their attitude was also influenced by the existing administrative procedures in the country.

5. The nature of a nation due to economic influences. Countries that have a low GNP (Gross National Product) making people lived very thriftily. At the contrary a high GNP will be very lavish in spending their money.

B.     Types of Tour Guide

Several types of tour guide by areas of expertise, those are:

a.       Public Guides (General guide)

Public Guides (General guide) is guide who has knowledge about the culture, natural resources and aspirations of the nation or the region in general anything that has a license to provide guidance and illumination of tourism journey either as individuals or in groups.

b.      Special guides

Special guides is a tour guide who has knowledge of the special attractions in depth on one or more such as cultural attractions, archeology, history of trade techniques, religious, scientific, wildlife, hunting, and other activities to guide travel and provide information to tourists either as individuals or as a group.

c.       Tour Conductor (Guiding the excursion)

Tour conductor (supervisor of guides) is a senior guide, who has  a guide  card license to lead the way a group of travelers who travel in a region or country in order to provide travel assistance, guidance and information about attractions, culture, natural resources and aspirations of life people / nation in a region they visited.

d.      The driver guides (Guide driver)

Driver guides (Guide driver) is a guide who has a card guide license to provide guidance regarding travel and general explanation, attractions, culture, natural resources and aspirations of the nation in addition to his position as a driver of public transportation such as taxi, touring coach, bus and so on.

Guide based on his working relationship can be formulated as follows:

a.       Guides tour operator (tour operator guide) is a tour guide in charge of organizing, leading and organizing trips including travel gear, both at home and abroad on behalf of the travel company where he works.

b.      Guides attraction (tourist guide object) is a guide that provides information, and guidance to a show or attraction.

c.       Free guides (Independent guide) is a guide that is not bound in a contract with a company's travel agency but only raised to operate tourist guiding activities and provide information to tourists when he was hired by or acting for one of the tour operator or travel agent and has licensed attempt to assume the duties and activities guides.

In the individual traveler's tour guide has to hold communication principles. It is also necessary to apply the principles of association as follows:

1. Providing  a good first impression.

2. Respecting guests as important people.

3. Convincing guests about the truth of our conversation.

4. Serving guests liking (as well as possible).

5. Affecting  guests to do what we want to voluntarily and gladly.

C.    Performance

The definition of performance is the way to present themselves in public. In this performance, including how to dress, gestures of face and body of tour Guides.

a.       Clothes. When we speak in public we should be well-dressed, equipped and polite.

b.      Posture and stance. In speaking before guiding vacationers should stand up confidently. For such an attitude adds to the authority, which means the audience's attention and conversation heard with attention.

c.       Eyes. In the eyes of good guide should be comprehensive, looking at the tourists turns (one by one).

d.      Face and limb movements. Face and hands should follow the direction of the conversation.

e.       The attitude of the soul. The tour should be assertive and unimpressive having doubtess  for tourists.

f.       Submission voice. The sound should be made clear, slowly but precise and easy to understand the audience, and not monotonous.

D.     Tourist Guiding Techniques

1.       Starting the Tour

Choose a strategic place, safe, attractive and easily recognizable to start travelling . If you will begin a journey by bus, do greeting before boarding the bus or before the bus moves. What to do are:

   Saying hello with a familiar language.

   Introducing the name of the company, co-workers and yourself and use special markings for easy recognition.

   Checking name / travelers observe each one by name, or'll let them to recognize each other through a name tag that has been distributed. So that they would know each other when the group know each other yet.

   Explaining briefly and clearly itinerary, should be distributed in the form of brochures at a glance information with text and images are clear.

   Giving a chance to ask.

2.       Implement the Tour

   Get to know their culture, and culture adjust to the situation of the average / highest.

   information services on bus, while standing with the right leg stance, depending on the bus can shake a distance 20-30 cm between the two legs forward or to the side, and may be lean but still in the upright posture, was not impressed lazy.

   Do not describe an object that has been left behind or is still very far away, Cooperate with the speed that drivers reduced when there are things that are interesting and require more detailed information.

  Response the condition of tourists, bored, tired or sleepy. Quick introspection whether the cause and immediately switch your strategy to anticipate. If tourist are so sleepy, make a break and stop talking and then play the instrument of a quiet song. When visible sign of boredom try to make a game that involves travelers - you do not just active, but make them active and moving.

   If you handle the walking tour, get a right position where you stand so that all visitors can see and hear you clearly. In a state run with a group, you should always be in a critical position, such as bends, bridges, entrances, making it easy to lead them and remind them that there is a slippery place or stairs up / down.

   In running split condition, you should be collected in advance and providing location information (toilets, ticket sales, souvenirs, snack shop, etc.) where the meeting point, equate time and determine at what time should come together in a post and you will be ready in the post to keep it the emergency stuff. Provide information about the restrictions, alarm and regulations.

   Encourage tourists to respect agreements of time together by giving understanding without compromising comfortability and pleasure , was forced to return to continue the journey when the time has come.

 Give more care to old and weak tourists first without underestimating their ability and hurting their hearts.

 Try to motivate a sense of togetherness among travelers

 Try to give an alternative solving, in an emergency condition, which give benefit each other. Although in this case there will be a hard contradiction from someone. But keep on to avoid debating each other.

 Remind tourists of their luggages everytime you will move from one location to another location. And don’t forget to check the amount of tourists.

   If there is an accident or unwell tourist, give first aid, call your doctor / hospital and office nearest you, if necessary.

   When stopping for a meal together, call return (reconfirm) restaurant to ensure readiness, and the number of seat. Give any information menu and other provisions such as food / beverage addition that are not included in the package as well as the time provided. Make sure they have started to eat and move around researching restaurant quality food and service, you just follow and then do not let them wait you are eating. Take special table for the crew, so that you can observe the eating situation.

 Before continuing the trip remind them of water closed, luggages and thanksgiving for being well regulated and don’t forget to say sorry if there is a sparseness or if you do anymistakes.

3.      Ending the Tour

   End the end of the guiding by giving a pleasant trace to tourists and ensure them that their tiredness was removed.

   Choose a safe, attractive and convenient place / location to end the guiding before returning to the bus.

   Gather all participants of the tour, take a position where you have to stand up to all tour participants can see and hear you clearly.

   Tell them that the tour will end soon and give a summary of information from what they have visited.

   Give a chance to ask and answer briefly and clearly

   If the company supplies souvenir, it is the most appropriate time to give it.

   Say thanksgiving from comapany, driver / crew and yourself for your willingness to join them for this tour.

   Remind them about their luggages not to leave the luggages in bus.

   Tell them that you are impressed with them and give farewell and also your expectation to meet them again in another chances.

Big mistake for a tour guide is when guide doing things as follows:

o Informing the negative things very clearly (vulgar).

o Feeling as important one and needed by tourists.

o Feeling as the center of attention and calls for the attention of travelers.

o Displaying self instead company / profession.

o Feelinging as someone who know the most about many things.

E.     Guides in Indonesia

The rules of the guides in Indonesia are regulated in transportation minister decree, that is in decree no. 234 / K / 1970 dated August 5, 1970 and the letter of the Director-General's decision on the implementation of licensing tourism guides, no. 12 / Kpts / 1170 - PAR, dated 24 November 1970. This  rule set the task of duties and obligations as a tour guide in Indonesia.

In terms of guiding activity , the activities of tour guide is divided into general (General Guide) and a special guide (Special Guide).

1.      General guide activities (General Guide)

a.       Providing guidance explanation to tourists and tour guidance both to individuals and to groups of tourists in one or several languages.

b.      Providing general explanation of the history, culture, art, flora and fauna, social and spiritual life of the community in any particular region or country in the territory of the Republic of Indonesia.

c.       Completing administrative affairs should be resolved directly or indirectly between the tourists with a third party (person).

d.      Providing assistance in arranging the departure and arrival somewhere, whether they come as individuals and in groups, either by the carrier, customs, immigration and quarantine.

e.       Ensuring that every traveler in coaching always obtain reassurance (confident), comfortable and satisfaction as long as they are within the responsibility of the relevant guides.

2. Special guides (Special Guide)

a.       Providing guidance and information to tourists either individually or in groups in a particular attraction of a special nature such as museums, archeology, art, flora and fauna, and other objects attractions.

b.      Completing administrative affairs travelers with a third party (person), either directly or indirectly, according to the nature and type of particular objects.

c.       Ensuring that every traveler is in guidance always get a feeling of peace (confident), comfortable and satisfaction as long as they are in the responsibility of the relevant guides.

In regulatory requirements and task implementation guide corresponding decision of the Director General of Tourism No.: Kep-21 / U / 1V/80 dated 21 April 1980 which also revoked the decision of the Director General of Tourism number: 12 / Kpts / 1170 - Par in terms of licensing guides , distinguished terms and task leaders and tour guides those are:

a.       Indonesian Citizens.

b.      Age as low as - 20-year low.

c.       Mastering Indonesian language and one foreign language fluently.

d.      Knowing the knowledge about the object - attraction and provision of trips.

e.       Physical and mental health.

f.       Well-behaved.

g.      Having a certificate and photo ID guides.

Originally qualified tour guides must be aged between 18 to 55 years, but the new SK crucial to guide the lowest age is 20 years while for your tour leader as low as - 25-year low. It is obvious that the maturity of a tour guide is necessary, because the age limit of 20 years a person is expected to have additional education both formal education (college) or non-formal (courses) at least have had the additional experience and adapting to the environment. While the highest age limit is no longer specified in the decree Director General of Tourism number: Kep-21 / U / 80. And then from it all he is still capable of carrying out their duties do not make an obstacle for someone to guide travelers or lead trips. In fact as a senior lecturer in Yogyakarta a guiding university still willing to do the job at the request of a foreign travel agency specialized entourage consisted of people - those who love archeology.