Tourism Manpower Training Modules

OTSR-SDD 07/11/2011 Page 1
TOURISM MANPOWER

TRAINING MODULES

This Training Manual is the property of:
Office of Tourism Standards & Regulation
Philippine Department of Tourism

Confidentiality of the Training Manual :

The contents and documents in this Training Manual are confidential in nature. The Training
Officers must abide with this confidentiality and are prohibited from divulging / disclosing, copying,
or sharing any part of this Training Manual to persons or entities outside the Department.


TABLE OF CONTENTS

Training Code Training Program Page

Tour Guiding
1 TG10-001-v2 Tour Guiding Seminar 3-4
2 TG11-002-v1 Community Guiding
3 TG00-003-v1 Refresher Course for Tour Guides 5-6
4 TG06-004-v2 Tourist Reception & Guiding Techniques 7-8
5 TG11-005-v1 Naturalist/Eco-Guiding Seminar 9
TG95-006-v1 Mountain Guiding 10-11
TG95-007-v1 Cave Guiding
TG09-008-v2 River Guiding 12

Frontline Service
6 FS05-001-v2 Effective Customer Service 13
7 FS87-002-v2 Tourist/Taxi/Boatman/Calesa Drivers as Tourism
Frontliners

14-15
8 TC10-003-v1 TOP COP Tourism Awareness Training
(Tourist Oriented Police for Community Order &
Protection)

16-17
9 TC11-004-v1 TOP-COP Crisis Incident Management cum Tourist Safety
& Security

18

Skills Training Program
10 SK92-001-v1 Course on Bartending and Waitering 19-20
11 SK92-002-v1 Course on Front Office Operations 21-24
12 SK92-003-v1 Course on Housekeeping 25-26

Language Courses
13 LC90-001-v1 Korean Language Course 27-28
14 LC90-002-v1 Japanese Language Course 29-30

Other Modules

15 CB10-004-v1 Tourism Awareness and Capability Building Seminar for
LGUs

31-32
16 CC03-005-v1 Cross Cultural Learning Experience Program for Foreign
Nationals

33-34
17 CW05-001-v1 Child Wise Tourism Seminar 35-36
18 HP94-003-v1 Homestay Program 37-40
19 TS10-006-v1 Tourist Safety & Security 41-42

Annex
List of Speakers 43-51


(TG10-001-v2) SEMINAR-WORKSHOP ON TOUR GUIDING

RATIONALE

Inasmuch as the tourism industry is basically a service
industry, it should continually concern itself with
improving tourism services.

OBJECTIVES

To achieve high standards of selection, training and
certification of all local guide practitioners in the
country.

METHODOLOGY

The seminar shall be conducted using the following
approaches:

Group dynamics
Lecture discussion
Written case exercise
Field trips / Immersion
Research Work

COURSE OUTLINE

1. Tourism Overview
Structure of the tourism industry
Components of the national tourist product

2. Tour Management Module
Tour management
Tour Operations
Tour service and marketing procedure
Roles and Responsibilities of a Tour Guide


(TG10-001-v2) SEMINAR-WORKSHOP ON TOUR GUIDING

COURSE OUTLINE

3. Development of Related Tourist Guide Skills:

1. Communication skills
2. Human and customer relations
3. Managing Crisis Situations
4. Practical application of Tour Guiding Techniques
5. Field research work
6. Tourist Safety / First Aid

4. General Subject Knowledge

Philippine History / Philippine Folklore
Environmental Concerns & Protection
Current Issues
Music and Dance
Geography, Flora and Fauna
Protocol, Etiquette & Social Graces
Philippine Architecture
Heritage Sites (National, World & UNESCO)
Immigration Laws

Note: Local History & Culture pertinent to the area /
region concerned must be included for regional
trainings

5. Actual Tour / Demonstration

Familiarization Tour

6. Industry Immersion

COURSE DURATION

25 days


(TG00-003-v1) REFRESHER COURSE FOR TOUR GUIDES

RATIONALE

Information and enhancement of skills to conform to
the ever changing trends in the industry. Tour guides
who have been previously accredited by the DOT but
have been inactive in the service for not more than
four (4) years need to undergo this program to ensure
uniformity and consistency in the quality of guiding
skills.

OBJECTIVES

The course aims to:

Standardize information and data being imparted
by the tour guides

Standardize / upgrade skills in conducting tours
and transfer

Professionalize overall tour guide services to tourist

METHODOLOGY

To ensure effectivity of the program, the following
methodology will be utilized:

Workshops
Lecture-discussion
Group activities
Written case exercise


(TG00-003-v1) REFRESHER COURSE FOR TOUR GUIDES

COURSE OUTLINE

Module I Review of Practical Tour Guiding
Techniques

Tour planning technique
Structure of local business
Role of tour guide
Transfer in / out
Hotel arrangement

Module II General Subject

Philippine History
National Arts and Museum
Philippine Festivals
Filipino People and Culture
Music, Dance Arts and Culture

Module III Tourist Destinations

Area I Metro Manila and Suburns
Area II Luzon
Area III - Visayas
Area IV - Mindanao

Module IV Current Tourism Issues

COURSE DURATION

40 hrs.


(TG06-004-v2) TOURIST RECEPTION AND GUIDING TECHNIQUES

RATIONALE

This program is designed with the end view of
developing / improving the performance of frontliners
in rendering first rate professional service in the
tourism industry

OBJECTIVES

To instill in the participants the importance of the
role of tourist receptionists;

To provide information on the basic procedures in
receiving guests, basic check-in and check-out
procedures; and

To professionalize the provision of basic guiding
services to tourists.

METHODOLOGY

Workshop, Lecture-discussions, oral projection and
delivery techniques

COURSE OUTLINE

Module I Introduction to Tour Reception and
Guiding
Nature of tour reception and guiding
Duties and responsibilities

Module II Communication Skills

Speech and Voice Projection Techniques
Oral Presentation
Making presentation interesting


(TG06-004-v2) TOURIST RECEPTION AND GUIDING TECHNIQUES

COURSE OUTLINE

Module III Guest Relations Reception and
Guiding Techniques

Meeting, escorting and assisting guests
Conduction tours / tour walkabouts
Selection and organization of materials
Practical Guiding Techniques

DURATION

24 hrs.


(TG11-005-v1) NATURALIST / ECO-TOUR GUIDING SEMINAR

RATIONALE
The training on Naturalist Tour Guiding is designed to
develop guiding interpretation in natural areas and
nature-based activities. It is a step towards being a
technical guide for specific nature-based activities such
as trekking, caving, birdwatching, etc.

OBJECTIVES

To provide the trainees with skills and knowledge
in nature interpretation and guiding

To introduce trainees to various nature-based
activities for them to develop a holistic knowledge
on nature and nature guiding

METHODOLOGY

Lectures / discussions
Workshop exercises
Demonstrations
Mock Guiding

COURSE OUTLINE

Module 1
Introduction to Naturalist Guiding
-Basic Ecology
-Flora and Fauna in the Philippines
-Indigenous Communities and Culture
Module II
Mountaineering, trekking and camping
-Trail Sports (mountain biking, trail running)
Module III
Caving / Spelunking
Module IV
Marine and Coastal Tourism
-Snorkeling, Mangrove Tours, Kayaking
-Birdwatching
-Culture-based Astronomy & Stargazing
Module V
Safety Measures
-Wilderness Emergencies and Survival
-Animal Encounter
-Effective Tourist Handling & Values Formation
DURATION 7 days


(TG95-006-v1) TRAINING PROGRAM FOR THE ACCREDITATION OF
MOUNTAIN GUIDES

RATIONALE

The adventure travel market has been increasing and
contributing greatly to the development of the
international tourism industry. Much emphasis is
being given to this kind of travel and the Southeast
Asian Region, including the Philippines, is being eyed
as a major destination for adventure market. A large
part of this market go into trekking and
mountaineering.

Thus, there is a need to train and accredit Filipinos
who can act as mountain guides. Mountain guides
with the right training will serve as good frontliners of
the tourism industry considering that the guides will
take care of the tourists during trekking or
mountaineering activity.

OBJECTIVES

To serve as an awareness campaign for potential
mountain guides to learn and appreciate nature
and the benefits derived from tourism

To enhance the role of mountain guides as tourism
frontliners

To promote trekking and mountaineering as a
major tourist activity in the Philippines


(TG95-006-v1) TRAINING PROGRAM FOR MOUNTAIN GUIDES

COURSE OUTLINE

Module 1 Self-Concept and Mind Binders
Developing self-esteem and self-confidence
Finding meaning in life and self purpose
Aligning efforts to professions goals and objectives

Module II Definition of Terms (Tourism, Tourist)
Tourism trends
Tourism administration and organization
Components of the tourism industry
Tourism promotion and marketing

Module III Tourism Products and Services
Communication skills
Custom relations
Preparation of meals
Sanitation
Commentary techniques
Itinerary planning

Module IV Correct Mountaineering Techniques
Trip planning
Trail ethics
Caring for the participants

DURATION

56 hrs.


(TG09-008-v2) TRAINING PROGRAM FOR RIVER GUIDES

RATIONALE

Philippine rivers are being developed into tourist sites
for various activities such as white water rafting, river
tubing, kayaking, among others. Trained river guides
can help provide tourists with fun, interesting and safe
river-based activities.

OBJECTIVE

To achieve high standard of selection, training and
certification of all local river guide practitioners in the
country.

METHODOLOGY

Lecture-discussion
Group dynamics
Written exercises
Equipment familiarization
On-river expedition

COURSE OUTLINE

A. River Skills
River Theory
Paddle Guiding
Rowing Oar Boats
B. Professionalism / Customer Service
C. Safety
Safety Talk
Safety Equipment
River Rescue
Teamwork
Scouting Rapids
Lining and Portaging Rapids
First Aid

D. Equipment
Raft Repair
Ropes / Knots
E. Multi-day Trips / Camp craft

COURSE DURATION

24 hrs.


(FS05-001-v2) EFFECTIVE CUSTOMER SERVICE

RATIONALE

This program is designed to develop and sustain a
tourism workforce capable of providing services of
globally-competitive standards to visitors traveling
around the country.

OBJECTIVES
To demonstrate an understanding of the
importance of excellent customer service skills.

To describe the communication process, barriers to
communication and listening skills as effective
communication tools.

To provide effective techniques to handle customer
concerns.

COURSE OUTLINE

Learning Communication Essentials
Handling Customer Concerns Effectively
Knowing the Art of Listening
Enhancing Your Potentials for Other Skills
Knowing Basic Welcoming Techniques
The Value of Tourism

METHODOLOGY

Lecture-discussion, Dialogues, Audio-visual,
Demonstration

DURATION

8 hrs.


(FS87-002-v2) TAXI DRIVERS AS TOURISM FRONTLINERS

RATIONALE

The highly negative perception on the state of taxi
service in the Philippines is inimical to the promotion
and development of the country as a tourism
destination. This service-oriented seminar will involve
taxi drivers as PR implementors in projecting a
positive image of the country to both domestic and
foreign travelers.

OBJECTIVES

To serve as an awareness campaign for taxi drivers
to learn and appreciate the nature and benefits
derived from tourism.

To develop and expand the role of taxi drivers as
frontliners and sources of tourism information.

To get the support of taxi drivers in the tourism
promotional efforts of the country.

COURSE OUTLINE

Module I - Self-concept and Mind binders

Developing self-esteem and self-confidence
Finding meaning in life and sense of purpose
Aligning efforts to professions goals and objects

Module II - Definition of Terms: Tourism, Tourist
Tourism trends
Tourism administration and organization
Components of the tourism industry
Tourism promotions and marketing


(FS87-002-v2) TAXI DRIVERS AS TOURISM FRONTLINERS

COURSE OUTLINE

Module III Tourism Products and Services

Tourist destinations
Communication skills
Guiding techniques in the taxi
Customer relations
Commentary techniques
Itinerary

Module IV Correct Driving Techniques

The art of driving
Driving decorum
Gas and Fuel Maintenance

METHODOLOGY

Lecture-discussion
Role playing
Audio-visual demonstration

DURATION

16 hrs.


(TC10-003-v1) TOP COP TOURISM AWARENESS TRAINING
(Tourist-Oriented Police for Community Order & Protection)

RATIONALE

Peace and order is the key to a successful tourism industry
as safety and security of visitors is a primary concern of
tourists when travelling to a destination.

As it is the policy of the government to ensure the safety
and security of tourists in the country, the Tourism Act of
2009 stipulated that the Philippine National Police (PNP)
shall establish a Tourism Security Force to assist in
maintaining peace and order within areas of high
tourism traffic.

By creating a favourable image that the Philippines is a
safe destination within the international community, it
enhances the countrys attraction as a tourism destination
eventually contributing to the increase of socio-economic
benefits which can be derived from tourism.

OBJECTIVES

To provide basic tourism concepts and overview to PNP
personnel who are designated as tourist police

To inculcate values in becoming effective tourism
frontliners

To instill the role of tourist police among the
participants

METHODOLOGY

Lecture discussions/presentations
Group dynamics/workshop
Immersion Tour


COURSE OUTLINE

I. Tourism Overview
II. Tourism Product s & Services
III. Tourist Behavior Pattern & Market Profile
IV. General Knowledge on Filipino History & Culture
V. Role & Mission of TOPCOPs
VI. Police First Responders
VII. Childwise Tourism
VIII. Values Formation & Effective Customer Service

DURATION

3 days


(TC11-004-v1) TOP-COP CRISIS INCIDENT MANAGEMENT CUM TOURIST
SAFETY & SECURITY

RATIONALE

Providing a safe and secure environment for tourists is
a priority concern of the tourism industry. In order to
attain this goal, there is a need to develop and hone the
skills of TOP COPs during any crisis, whether man-
made or natural.

The training is designed to also enhance TOP COPs
role as effective tourism frontliners capable of
providing excellent service to visitors travelling around
the country.

OBJECTIVES

Enhance the skills & knowledge of tourist police
on Crisis Incident Management as well as
regarding tourist safety & security
Protect and secure the movement of tourists
while in the country

COURSE OUTLINE

Immigration Laws and Procedures
Media Relations
Basic Principle of Tourist Safety
Community Oriented Policing System (COP)
Barangay Peace Keeping Operation (BOP)
First Aid
First Responders to Tourist Related Cases
Crisis Incident Management
- CIM Planning Exercises
- CIM Practical Exercises

Methodology

Lectures
Actual Demonstration
Workshops
Role playing

Duration 2 days


(SK92-001-v1) COURSE ON BARTENDING AND WAITERING

RATIONALE

Food and beverage (F&B) is generally the highest-
ranking expense in a tourist budget. Hence, in order
to provide tourists with excellent & professional
dining service, the upgrading of skills & knowledge of
F&B personnel are important in achieving this end.

OBJECTIVES

The seminar aims to:

Equip participants with fundamental knowledge
and attitudes congruent to acceptable standards in
F&B service

Upgrade waitering and bartending skills to
international level

Develop customer handling skills of the
participants which is important in projecting a
professional image

METHODOLOGY

Lectures
Hands-On Workshop with critiquing & feedback

COURSE OUTLINE

Bar Organization Duties of Bar Personnel
Bar equipment; equipment handling, bar set up
Product knowledge on alcohol beverages
Wine service, storage and evaluation
Drink mixing and presentation
Beverage service, service ethics
Beverage merchandise


(SK92-001-v1) COURSE ON BARTENDING AND WAITERING

COURSE OUTLINE

Customer relations, satisfying customer needs,
handling complaints and objectives; coping with
different customers

Control measures in bar services, inventory
procedures

Building the corporate image, role of bar staff in
corporate image, role of bar staff in corporate
image building

DURATION

48 hrs.


(SK92-002-v1) COURSE ON FRONT OFFICE OPERATIONS

RATIONALE

The hotel personnel, particularly those at the front
desk or reception service are constantly dealing with
clients or guests. Thus, they must be equipped with
the knowledge of front office operations in order to
respond and function effectively to the requirements
and expectations of guests.

OBJECTIVES

The seminar aims to:

Equip participants with the basic knowledge / skills
relating to front office operations & services

Develop and enhance the participants effectiveness
in dealing with guests

COURSE CONTENT

Module l Introduction to Front Office Operations

Types of room and bed
Basic hotel terminology
Nature and scope of front office operations
Organizational set-up of front office
General function and responsibilities of each
section in front office



COURSE CONTENT

Module II Reservations Procedures

Different source and reservation
Policies on cancellation of reservation
Procedure in accepting confirming and cancellation
of reservations
Changing and charting of reservations
Preparation of report such as :
room rates, room sales, room count

Module III Airport Guest Assistance

Procedures in meeting and assisting guests at the
airport
Procedures in handling lost luggage
Department to be coordinated
Handling diverted / delayed flights
Transporting guests

Module IV Bell Service Assistance

Procedures in meeting and escorting guests
Procedures in handling luggage (check-in, check-
out / storing)
Message and packaging handling
Handling group check-in and check-out
Handling rooms transfers



COURSE CONTENT

Module V Front Desk Procedure

Procedures in registering guests
Assigning rooms
Handling room transfer / rate charges
Accepting / canceling reservations
Checking-in of groups
Handling message information
Preparation of report such as room discrepancy,
room sales

Module VI Information, Mail and Key Assistance

Handling and mail package
Handling out keys
Disseminating guests where about / handling
message

Module VII Concierge

Handling flight booking and reconfirmation
Handling reservation for different establishments
Handling inquiries

Module VIII Guest Relations Assistance

Meeting, escorting and assisting guests
Inspecting VIP room
Coordination of amenities
Conducting showrooms and hotel tours
Coordinating with different departments



COURSE CONTENT

Module IX Customer Relations

Identifying anticipating and responding to
customer needs and expectations
Handling inquiries, request and complaints
Coping with different customers
Effective persuasive selling techniques
Telephone courtesy

Module X Corporate Image Projection

What makes a hotel corporate image?
How can front office staff enrich the hotels image?

Physical projection
Verbal projection
Manner and Behavior

DURATION

24 hrs.


(SK92-003-v1) COURSE ON HOUSEKEEPING

RATIONALE

In line with the effort of professionalizing the skills
service in the tourism industry, housekeeping
personnel should be trained on standards of
housekeeping operations & procedures

OBJECTIVES

Equip participants with fundamental knowledge
and attitudes congruent to housekeeping standards

Upgrade housekeeping skills to international level

Develop customer handling skills of the
participants which is important in projecting a
professional image

METHODOLOGY

Lectures
Actual demonstration / workshops
Learning exercises

COURSE OUTLINE

Housekeeping organization
Duties of Housekeeping Staff
Standards of qualify housekeeping
Sanitation and pest control
Cleaning supplies and equipment; proper use /
maintenance
Cleaning procedure
Roomskeeping maintenance, room make-up, room
check, turn down service, etc.
Customer relation-responding to customer needs
and expectations, inquiries, complaints and
objection, coping with difficult customers


(SK92-003-v1) COURSE ON COMPREHENSIVE HOUSEKEEPING

COURSE OUTLINE

Code of Ethics for housekeeping personnel;
grooming standards
Identifying corporate goals and objectives; role of
housekeeping staff in attaining corporate goals and
in building the corporate image.

DURATION

24 hrs


(LC90-001-v1) KOREAN LANGUAGE COURSE

RATIONALE

Arrivals to the Philippines from the Republic of the
Korea showed a steady increase for the past years. The
Korean market ranked number 1 among the countrys
top foreign markets.

To further develop the Korean market will involve the
provision of efficient service to Korean tourists. The
importance of having tour guides and other personnel
proficient in the Korean language is essential to the
success of the market development efforts and in the
provision of quality service. Currently, the number of
Philippine tour guides familiar with the Korea
language is very low. The preponderance of group
tourists is also a factor in setting out the need for
training.

OBJECTIVES

At the end of this 120-hour training program, the
following shall be attained:

The participants shall learn on-the-job basic
communication in the Korean language; and
Through learning the Korean language, the
participants will be able to provide efficient and
improved quality service to the Korean tourist.

METHODOLOGY

The seminar shall be conducted through lectures and
discussions. Questions from the participants shall be
encouraged and entertained after each topic.
Handouts/training kits shall be given out to
participants and video presentations shall also be done
to showcase the Korean culture.

COURSE OUTLINE

Module 1
The Korean Language & Hangul
-Introduction
-Historical Background
-Hangul


COURSE OUTLINE

Module II
The Alphabet
-Vowels
-Consonants
-Hypens

Module III
Basic Grammar
-Pronouns
-Adjectives
-Conjunctions
-Fraction
-The numerical System
-Time of the day, week, month
-Others

Module IV
Key Words / Idioms

Module V
Situational Conversation
-Basic Greetings
-Airport, Airplanes
-Transportation
-Hotels
-Restaurants
-Shopping
-Tourist
-Daily Expressions
-Trouble

Module VI
Video (120 minutes)
-5 minutes speech, situation game
-Introduction to Korean sports, food, etc.

Duration

120 hrs.


(LC90-002-v1) JAPANESE LANGUAGE COURSE

RATIONALE

To make a simple on-the job communication in the
Japanese language possible for the participants limited
to the early introductory level and the minimum
necessary for the on-the-job communication and to
give the participants who have completed the basic
level course a chance to progress their language skills
and further their understanding of the Japanese
people & culture

OBJECTIVES

This program is designed to upgrade the services of
tourism frontliners and those directly or indirectly
involved with Japanese tourists by teaching them the
Japanese language.

METHODOLOGY

The course shall be conducted through lectures and
discussions. Interaction from the participants shall be
encouraged. Handouts / training kits shall be given out
as well as video presentations shall also be done to
show the Japanese culture.

COURSE OUTLINE

Module 1
The Japanese Language
-Introduction
-Historical Background

Module II
The Alphabet
-Vowels
-Consonants

Module III
Basic Grammar
-Pronouns
-Adjectives
-Conjunctions
-Fraction
-The numerical System
-Time of the day, week, month
-Others


COURSE OUTLINE

Module IV
Key Words / Idioms

Module V
Situational Conversation

Module VI
Video (120 minutes)
-5 minutes speech, situation game
-Introduction to Korean sports, food, etc.

Duration

120 hrs.


(CB10-004-v1) TOURISM AWARENESS AND CAPABILITY BUILDING
SEMINAR FOR LGUs

RATIONALE

As provided for in the Tourism Act of 2009, Section 41
on Local Government Capabilities Enhancement, the
DOT shall develop, support, and conduct training
programs to enhance the capability of LGUs to
monitor and administer tourism activities and enforce
tourism laws, rules and regulations in their respective
jurisdiction.

This program is designed to develop and sustain a
tourism workforce capable of supplying accurate
information and providing services of globally-
competitive standards to visitors traveling around the
country.

OBJECTIVES

To promote tourism awareness among tourism officers
in the country and equip them with knowledge
relating to tourism planning, promotions, standards
and regulation, etc.

METHODOLOGY

Lecture discussions/presentations
Group dynamics/workshop
Immersion Tour

COURSE OUTLINE

Module I Tourism Overview

Topics: Global Tourism & Philippine Tourism
Structure of Tourism industry
Current Issues Affecting Tourism
RA 9593 or the Tourism Act of 2009
Childwise Tourism

Module II Tourism Planning

Topics: Planning & Product Development
Tourism Statistics


COURSE OUTLINE

Module III Tourism Promotions

Topics: Tourism Marketing
Tourist Behavior pattern
Festival Planning & Handling

Module IV Tourism Standards & Regulation

Topics: Tourism Standards
DOT Accreditation System
Tourist Safety & Security

Module V Interpersonal Skills

Topics: Values Formation & Effective Customer
Service

Module VI Technical/Immersion Tour (optional)

DURATION

3 days


(CC03-005-v1) CROSS CULTURAL LEARNING EXPERIENCE
PROGRAM FOR FOREIGN NATIONALS

RATIONALE This program was conceived with the end view of
developing and improving the interpersonal
relationships of foreign national employees with their
Filipino counterparts in the workplace. To achieve
this, the foreign nationals should have a good grasp of
Filipino culture and values in order to deliver first rate
professional service in the tourism industry
particularly in the hotel, resort and restaurant sectors.

OBJECTIVES The seminar aims to :
Instill in the participants Filipino world view and
values;
Promote cultural exchange through interpersonal
interaction among the foreign nationals and their
Filipino counterparts; and
Impart among the foreign nationals the true
meaning of Filipino culture and values.

METHODOLOGY

Lecture-discussion
Role play
Case studies
Group dynamics

COURSE CONTENT A. The relationships of culture, world view and
values
A cultures idea of reality or world view
What culture considers real or primary reality
The essential characteristics of the reality valued
by culture
Values synonymous with the reality


(CC03-005-v1) CROSS CULTURAL LEARNING EXPERIENCE
PROGRAM FOR FOREIGN NATIONALS

COURSE CONTENT
B. Social Development and the Cultivation of Values
Multi-dimensional concept of development
Personal and social well- being

C. Filipino World View and Values and the Cross-
Cultural Relations
Concept of self in relation to others
Ways of connecting with others
Social institutions and strategies for affirming and
enhancing social connections
Sensitivity to other peoples feeling and thoughts
Concept of reality

D. The Questions of Identity and Social Wisdom
Nationalism and self-reliance
Nation-building on the basis of strength
The productive-orientation of peoples culture in
Philippine society

E. Actual stay of foreign national employees with a
selected
Filipino Family (optional)

DURATION

8 hrs.


(CW05-001-V1) CHILDWISE TOURISM SEMINAR

RATIONALE

The Child Wise Tourism Seminar is designed to
prevent the commercial sexual exploitation of children
(CSEC) in the tourism industry. It promotes ethical
and sustainable tourism practices that respect the
rights of the children.

OBJECTIVES

To educate the participants about the problem
of commercial sexual exploitation of children
(CSEC) in tourism and the actions being
undertaken in the Philippines to protect
children from sex tourists.

To encourage the development of policies and
practices to prevent CSEC in the tourism
industry.

To instigate the participants as child advocates
and promoter of the culture of tourism where
child rights are respected.

METHODOLOGY

Lecture-Discussion
Powerpoint Presentations
Video Showing
Role Playing

COURSE OUTLINE

MODULE 1
Introduction
Objectives & Expectations

MODULE 2: The Tourism Industry
Tourism Worldwide and in the ASEAN
Tourism in the Philippines
Positive and Negative Impacts of Tourism
MODULE 3: Children and Tourism
Who are the Children
What is Child-Sex Tourism?
Who are the Offenders?
Child Situationer (PNP & DSWD)
The Impact of Child-Sex Tourism


COURSE OUTLINE

MODULE 4: Efforts to Protect Children in
Tourism Destinations
International Laws and Interventions
National Laws and Interventions
Regional Interventions and Collaboration

MODULE 5: Working Together to Protect
Children
What can the tourism industry do to
prevent child-sex tourism? The Five
Steps

Duration

8 hrs.


(HP94-003-v1) TRAINING PROGRAM ON BASIC INNKEEPING
PROCEDURE
(FOR HOMESTAY PROGRAM)

RATIONALE

Following the thrust of the government in countryside
development, the Department of Tourism deems
relevant a Homestay Program for residential
accommodations catering to tourists especially in
destinations where there is a dearth in accommodation
facilities.

To ensure that the participant homeowners would
benefit from the host-visitor encounter experience, a
training program is deemed necessary to equip the
homeowners with the basic knowledge in catering to
the lodging requirements of tourists.

COURSE
DESCRIPTION

The Training Workshop on Basic Innkeeping
Procedures for the Homestay Program is envisioned to
be a three-day workshop for residential owners in the
regions to learn and adopt formal and systematic
procedures in accommodation of tourists through a
basic course on innkeeping and its other related
concepts.


PROCEDURE

COURSE OBJECTIVES

General :
To impart a practical knowledge to resident
owners/hosts of the basic innkeeping concepts.

Specific :
To increase awareness of the importance of
systematic operations of small guests facilities
thereby maximizing income from such
operations.

COURSE OUTLINE

A. Overview of Tourism

B. Role of the Homestay Program in Total
Community Development and Tourism

This topic aims to make the participants aware of the
importance of the Homestay Program in small
communities with high tourism potential by
programming the use of the residences in relation to
the other sectors of community.

C. Basic Innkeeping Concepts

Participants will be taught basic information on
methods of proper and efficient housekeeping.

Topic will include:

1. Provision of Accommodation for Guest
Housekeeping
Making the bed
Linenkeeping/Care for Linens

Grounds and Facilities Maintenance
Conservation of Community Sorroundings

2. Provision of Food and Beverage Service
Menu Planning
Simple Food Presentation


PROCEDURE

COURSE OUTLINE

3. Basic Food and Beverage Service

4. Reception
Reservation / Registration of Guests

2. Records Keeping
Records and Information keeping

3. Basic Marketing Concepts
Simple Techniques in Promotion

4. Staffing and Training
Determining the Required Number of
Staff
Training of Staff

5. Health, Hygiene and Sanitation in Food
Preparation and Premises

First Aid
Personal Hygiene
Kitchen Sanitation

6. Safety and Security

Handling Accidents and Hazards
Fire Prevention and Precaution
Protection for Guests
Protection of Property


PROCEDURE
FOR THE HOMESTAY PROGRAM

COURSE OUTLINE

D. Existing Rules and Regulations Governing
Establishments

The participants will be made aware of certain legal
principles and specific laws, decrees, rules and
regulations related to innkeeping

Topic will include:

1. Legal Rights, Obligations and Liabilities of the
innkeeping

2. Laws Relating to Licensing, Business Permits and
Registration.

E. Socio-Cultural Interaction : Host and Guest
Encounter

METHODOLOGY

Lecture-discussion
Role playing

DURATION

3 days


(TS10-006-v1) CROSS CULTURAL LEARNING and TOURIST SAFETY
SEMINAR
for Foreign Tour Escorts/Coordinators

RATIONALE

This program is intended for foreign nationals who are
escorting a group to the Philippines with the end view of
developing and improving the interpersonal
relationships between foreign visitors/tour coordinators
and their Filipino counterparts. To achieve this, the
foreign tour escorts/coordinators should have a good
grasp of the Filipino culture and values. To ensure the
safe and convenient stay of tourists in the country, a
briefing on tourist security and safety in Philippine
setting is likewise incorporated in the module.

OBJECTIVES

The seminar aims to :
Promote cultural exchange through interpersonal
interaction among the foreign nationals and their
Filipino counterparts;
Impart among the foreign nationals the true
meaning of Filipino culture and values;
Acquaint foreign nationals on general Philippine
information and the local tourism industry; and
Impart tourist security and safety awareness

METHODOLOGY

Lecture-discussion
Audio visual presentation
Role Play/Group dynamics

COURSE CONTENT

A. General Knowledge on the Philippines
Historical Highlights
Geography


(TS10-006-v1) CROSS CULTURAL LEARNING and TOURIST SAFETY
SEMINAR

COURSE CONTENT

B. Filipino World View and Values and the Cross-
Cultural Relations
The relationship of culture, world view and
values
The productive-orientation of peoples culture
in Philippine society
Ways of connecting with others
Philippine social institutions and strategies for
affirming and enhancing social connections

C. The Philippine Tourism Industry
Overview of the Philippine Tourism
Other government agencies catering to tourists
Bureau of Immigration
Customs
Department of Foreign Affairs

D. Tourist Safety Measures
General Guidelines on Safety & Security with
Crisis Management
Standard Operating Procedures (SOP) for Man-
made Emergencies (including petty crimes) -
theft, robbery, physical injuries, homicide,
kidnapping, hostage taking, bomb threats
Standard Operating Procedures (SOP) for
Natural Emergencies fire, earthquake,
typhoon/flood, health-related emergencies,
vehicle breakdown, riot breakouts

DURATION

16 hrs.


TOUR GUIDING SEMINAR
Department of Tourism

TOPICS/ACITIVITIES RESOURCE SPEAKER
Overview of the Tourism Industry & Current
Trends
Dir. Alan Canizal
Alex Macatuno
Arlene Alipio
Effective Communications Charlie Garcia
Amelia Roldan
Work Values Charlie Garcia
Henry Pingol
Julius Judalena
Occupational Health Safety Dra. Marie Laurraine Sanchez
Local Health Officer
First Aid Philippine National Red Cross
ChildWise Tourism Atty. Anjenette Saguisag
Donald Balanhi
Connie Salcedo
Irene Funacier-Fellizar
Nelia Sevidal
Tour Operators, Tour Packages & Tour
Guides
Paul Lim So
Mary Ann Hildawa
Bien Claravall
Philippine History Prof. Felipe De Leon
Neil Santillian
Norma Respicio
Susana Reyes
Florentino Cornedo
Eric Zerrudo
People, Culture & Traditions Prof. Felipe De Leon
Neil Santillian
Norma Respicio
Susana Reyes
Florentino Cornedo
Eric Zerrudo
Tourism Planning Dir. Allan Canizal
Dr. Erwin Balane


Tourism Marketing Pamela Samaniego
Liliosa Libosada
Arlene Alipio
Glenn Agustin
Dir. Verna Buensoceso
Environmental Concerns & Protection Robert Cereno
Carlos Libosada
DENR
Researching, Preparing & Presenting
Commentaries
Dolly Salamanca
Teresita Quitevis
Mary Ann Hildawa
Paul Lim So
Bien Claravall
Geography, Climate, Flora & Fauna Robert Cereno
Carlos Libosada
DENR
Protocol, Etiquette & Social Graces (PESG) DFA
Evolution of Philippine Architecture Arch. Ning Encarnacion Tan
Arch. Villalon
Veronica Dado
Philippine Arts and Crafts Prof. Felipe de Leon
Visas & other Formalities Bureau of Immigration
Philippine Folklore Prof. Felipe De Leon
Neil Santillian
Norma Respicio
Susana Reyes
Florentino Cornedo
UNESCO Heritage Sites and their
Conservation
National Commission on Culture & Arts
Sustainable Tourism and Ecology Dir. Roberto Cereno
Carlos Libosada
Tour Operations Cycle Paul Lim So
Mary Ann Hildawa
Bien Claravall
Tour Guiding Techniques - Dos and Donts Dolores Salamanca
Teresita Quitevis
Maryann Hildawa


EFFECTIVE CUSTOMER SERVICE


Effective Customer Service

Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Amelia Roldan


TOURIST RECEPTION & GUIDING TECHNIQUES


Trends
Regional Director
Dir Allan Canizal
Alex Macatuno
Arlene Alipio

Values Formation & Effective Customer
Service
Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Amelia Roldan

Communication Skills
Tour Reception and Guiding Techniques
Role & Responsibilities of a Tour Guide
Tour script Preparation
Practical Guiding Techniques (Lecture)
Practical Guiding Techniques (Exercises)

Dolores Salamanca
Mary Ann Hildawa
Paul Lim So
Teresita Quitevis

Museums & Museum Services (Lecture)
Museum Tour

Dir. Amelita Almosara
Nikki Legaspi
Museum Curator
Alvin Alcid


TAXI DRIVERS SEMINAR AS TOURISM FRONTLINERS


Trends
Regional Director
Dir Allan Canizal
Alex Macatuno
Arlene Alipio

Value Formation & Effective Customer
Service
Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Road Safety and Correct Driving
Techniques

Nardo Naguiat
DOTC
Child Wise Tourism

Atty. Anjenette Saguisag
Donald Balanhi
Connie Salcedo
Irene Funacier-Fellizar

Guiding Techniques
Profile of Tourism Markets
Tour Destinations
Philippine History
Dolores Salamanca
Teresita Quitevis
Mary Ann Hildawa


Tourism Awareness and Capability Building Seminar for LGUs


Trends
Regional Director or DOT

Childwise Tourism
DOT Regional Office
Tourism Planning
Dir. Allan Canizal
Alex Macatuno
Tourism Statistics
DOT Manila
Tourist Behaviour Patterns

Marketing Teams
Office of Product Research
Planning Office
Tourism Marketing
Marketing Teams
Tourism Standards and Regulations and
Accreditation
DOT-OTSR
Festival Planning & Handling
Nilo Agustin
Tourist Safety & Security
Local or Regional PNP
Values Formation with Effective Customer
Service
Ms. Evangeline Timbang
Mr. Paul Lim So
Mr. Charlie Garcia
Ms. Miriam Palabrica
Mr. Henry Pingol
Mr. Julius Judalena
Ms. Gina Garcia


NATIONAL TOP-COP
(Tourist-Oriented Police for Community Order & Protection)

Trends
Regional Director
Dir Allan Canizal
Mr. Alex Macatuno
Mr. Arlene Alipio
Tourism Product s & Services
Office of Product Research Dev.
DOT Planning Office
Regional Office
Tourist Behavior Pattern
Marketing Teams
Office of Product Research Dev.
Planning Office
General Knowledge on Filipino History &
Culture
Felipe de Leon
Susan Reyes
Norma Respicio
Police First Responders
PNP Local
Roles & Mission
PNP National Head Quarters
Childwise Tourism
Atty. Anjenette Saguisag
Mr. Donald Balanhi
Consuelo Salcedo
Irene Fonacier - Fellizar
Nelia Sevidal
Jo Alforque
Service
Mr. Paul Lim So
Mr. Charlie Garcia
Mr. Henry Pingol
Mr. Julius Judalena
Ms. Gina Garcia


TRAINING PROGRAM ON BASIC INNKEEPING PROCEDURE FOR
THE HOMESTAY PROGRAM



Trends
Regional Director
Dir Allan Canizal
Mr. Alex Macatuno
Mr. Arlene Alipio
Service
Mr. Paul Lim So
Mr. Charlie Garcia
Mr. Henry Pingol
Mr. Julius Judalena
Ms. Gina Garcia

Homestay Operations:

Provisions for Guest Accommodation
Training of Staff
Reception and Recordkeeping
Basic Food & Beverages Services
Provisions of Food & Beverage for
Guests
Socio-Culture Interaction Host &
Guest Encounter
Actual Demonstration of Bed Making
&
Table setting

Julius Judalena
Edmon Santos
Gina Garcia
Tourist Safety & Security Measures
Local PNP
Health, Hygiene & Sanitation
Municipal Health Officer


COURSE ON BARTENDING AND WAITERING


TOPICs RESOURCE SPEAKER

Bar Organization Duties of Bar Personnel
Bar equipment; equipment handling, bar
set up
Product knowledge on alcohol beverages
Wine service, storage and evaluation
Drink mixing and presentation
Beverage service, service ethics
Beverage merchandize

Julius Judalena
Benito Edica
Gina Garcia
Qualities of a Waiter
Types of Service
Manpower Requirements
Banquet / Buffet Services
Service Equipment
Equipment Handling
Service Sequence
Manu Presentation
Order Taking
Food Presentation
Quality Check
Presenting the Bill
Room service

Julius Judalena
Edmon Santos
Evangeline Timbang


ANNEX

Application Forms

a. Tour Guiding
b. General Application Forms (Frontline Service)

Note: Application Forms are downloadable through our website www.tourism.gov.ph

Evaluation Form

a. Resource Persons
b. Seminar Evaluation Form

Accomplishment Report (to be submitted to OTSR every end of the quarter)

Tourism Manpower Training Modules

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OTSR-SDD 07/11/2011 Page 1

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