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.
OTSR-SDD 07/11/2011
Page 1
TABLE OF CONTENTS
Training Code
Training Program
Page
Tour Guiding
1
2
3
4
5
TG10-001-v2
TG11-002-v1
TG00-003-v1
TG06-004-v2
TG11-005-v1
TG95-006-v1
TG95-007-v1
TG09-008-v2
Tour Guiding Seminar
Community Guiding
Refresher Course for Tour Guides
Tourist Reception & Guiding Techniques
Naturalist/Eco-Guiding Seminar
Mountain Guiding
Cave Guiding
River Guiding
3-4
5-6
7-8
9
10-11
12
Frontline Service
6
7
FS05-001-v2
FS87-002-v2
8
TC10-003-v1
9
TC11-004-v1
Effective Customer Service
Tourist/Taxi/Boatman/Calesa Drivers as Tourism
Frontliners
TOP COP Tourism Awareness Training
(Tourist Oriented Police for Community Order &
Protection)
TOP-COP Crisis Incident Management cum Tourist Safety
& Security
13
14-15
16-17
18
Skills Training Program
10 SK92-001-v1
11 SK92-002-v1
12 SK92-003-v1
Course on Bartending and Waitering
Course on Front Office Operations
Course on Housekeeping
19-20
21-24
25-26
Korean Language Course
Japanese Language Course
27-28
29-30
Language Courses
13
14
LC90-001-v1
LC90-002-v1
Other Modules
15
CB10-004-v1
16
CC03-005-v1
17
18
19
CW05-001-v1
HP94-003-v1
TS10-006-v1
Tourism Awareness and Capability Building Seminar for
LGUs
Cross Cultural Learning Experience Program for Foreign
Nationals
Child Wise Tourism Seminar
Homestay Program
Tourist Safety & Security
31-32
33-34
35-36
37-40
41-42
Annex
List of Speakers
43-51
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(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:





COURSE OUTLINE
1. Tourism Overview
 Structure of the tourism industry
 Components of the national tourist product
2.
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OTSR-SDD 07/11/2011
Group dynamics
Lecture discussion
Written case exercise
Field trips / Immersion
Research Work
Tour Management Module
Tour management
Tour Operations
Tour service and marketing procedure
Roles and Responsibilities of a Tour Guide
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(TG10-001-v2) SEMINAR-WORKSHOP ON TOUR GUIDING
COURSE OUTLINE
3. Development of Related Tourist Guide Skills:
1.
2.
3.
4.
5.
6.
Communication skills
Human and customer relations
Managing Crisis Situations
Practical application of Tour Guiding Techniques
Field research work
Tourist Safety / First Aid
4. General Subject Knowledge


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
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
OTSR-SDD 07/11/2011
25 days
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(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:
METHODOLOGY

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
To ensure effectivity of the program, the following
methodology will be utilized:
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


OTSR-SDD 07/11/2011
Workshops
Lecture-discussion
Group activities
Written case exercise
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(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
Area II
Area III
Area IV
– Metro Manila and Suburns
– Luzon
- Visayas
- Mindanao
Module IV – Current Tourism Issues
COURSE DURATION
OTSR-SDD 07/11/2011
40 hrs.
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(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



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Speech and Voice Projection Techniques
Oral Presentation
Making presentation interesting
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(TG06-004-v2) TOURIST RECEPTION AND GUIDING TECHNIQUES
COURSE OUTLINE
Module III – Guest Relations Reception and
Guiding Techniques




DURATION
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Meeting, escorting and assisting guests
Conduction tours / tour walkabouts
Selection and organization of materials
Practical Guiding Techniques
24 hrs.
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(TG11-005-v1) NATURALIST / ECO-TOUR GUIDING SEMINAR
RATIONALE
OBJECTIVES
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.

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
7 days
DURATION
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(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
OTSR-SDD 07/11/2011

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
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(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 profession’s 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
OTSR-SDD 07/11/2011
56 hrs.
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(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





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
Lecture-discussion
Group dynamics
Written exercises
Equipment familiarization
On-river expedition
D. Equipment
Raft Repair
Ropes / Knots
E. Multi-day Trips / Camp craft
COURSE DURATION
OTSR-SDD 07/11/2011
24 hrs.
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(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

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

METHODOLOGY
Lecture-discussion,
Demonstration
DURATION
8 hrs.
OTSR-SDD 07/11/2011
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
Dialogues,
Audio-visual,
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(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
OTSR-SDD 07/11/2011
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‘
(FS87-002-v2) TAXI DRIVERS AS TOURISM FRONTLINERS
COURSE OUTLINE
Module III – Tourism Products and Services


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

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.
OTSR-SDD 07/11/2011
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(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 country’s 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
OTSR-SDD 07/11/2011
 Lecture discussions/presentations
 Group dynamics/workshop
 Immersion Tour
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COURSE OUTLINE
DURATION
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I.
II.
III.
IV.
V.
VI.
VII.
VIII.
Tourism Overview
Tourism Product s & Services
Tourist Behavior Pattern & Market Profile
General Knowledge on Filipino History & Culture
Role & Mission of TOPCOPs
Police First Responders
Childwise Tourism
Values Formation & Effective Customer Service
3 days
Page 17
(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 manmade 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


COURSE OUTLINE







Methodology
Duration
OTSR-SDD 07/11/2011
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


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
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
Lectures
Actual Demonstration
Workshops
Role playing
2 days
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(SK92-001-v1) COURSE ON BARTENDING AND WAITERING
RATIONALE
Food and beverage (F&B) is generally the highestranking 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
Actual Demonstration
Hands-On Workshop with critiquing & feedback
COURSE OUTLINE
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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
OTSR-SDD 07/11/2011
Page 19
(SK92-001-v1) COURSE ON BARTENDING AND WAITERING
COURSE OUTLINE
DURATION
OTSR-SDD 07/11/2011

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
48 hrs.
Page 20
(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:
COURSE CONTENT

Equip participants with the basic knowledge / skills
relating to front office operations & services

Develop and enhance the participants’ effectiveness
in dealing with guests
Module l – Introduction to Front Office Operations





OTSR-SDD 07/11/2011
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
Page 21
(SK92-002-v1) COURSE ON FRONT OFFICE OPERATIONS
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





OTSR-SDD 07/11/2011
Procedures in meeting and escorting guests
Procedures in handling luggage (check-in, checkout / storing)
Message and packaging handling
Handling group check-in and check-out
Handling rooms transfers
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(SK92-002-v1) COURSE ON FRONT OFFICE OPERATIONS
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



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
OTSR-SDD 07/11/2011
Meeting, escorting and assisting guests
Inspecting VIP room
Coordination of amenities
Conducting showrooms and hotel tours
Coordinating with different departments
Page 23
(SK92-002-v1) COURSE ON FRONT OFFICE OPERATIONS
COURSE CONTENT
Module IX – Customer Relations





Identifying anticipating and responding
customer needs and expectations
Handling inquiries, request and complaints
Coping with different customers
Effective persuasive selling techniques
Telephone courtesy
to
Module X – Corporate Image Projection


What makes a hotel corporate image?
How can front office staff enrich the hotel’s image?
Physical projection
Verbal projection
Manner and Behavior
DURATION
OTSR-SDD 07/11/2011
24 hrs.
Page 24
(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








OTSR-SDD 07/11/2011
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
Page 25
(SK92-003-v1) COURSE ON COMPREHENSIVE HOUSEKEEPING
COURSE OUTLINE


DURATION
OTSR-SDD 07/11/2011
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.
24 hrs
Page 26
(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 country’s
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
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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
OTSR-SDD 07/11/2011
120 hrs.
Page 28
(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
OTSR-SDD 07/11/2011
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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
OTSR-SDD 07/11/2011
120 hrs.
Page 30
(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 globallycompetitive 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
OTSR-SDD 07/11/2011
Page 31
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
OTSR-SDD 07/11/2011
3 days
Page 32
(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




COURSE CONTENT
A. The relationships of culture, world view and
values
 A culture’s 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
OTSR-SDD 07/11/2011
Lecture-discussion
Role play
Case studies
Group dynamics
Page 33
(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 CrossCultural 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 people’s 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 people’s culture in
Philippine society
E. Actual stay of foreign national employees with a
selected
Filipino Family (optional)
DURATION
OTSR-SDD 07/11/2011
8 hrs.
Page 34
(CW05-001-V1) CHILDWISE TOURISM SEMINAR
RATIONALE
OBJECTIVES
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.

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
OTSR-SDD 07/11/2011
Page 35
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
OTSR-SDD 07/11/2011
8 hrs.
Page 36
(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
OTSR-SDD 07/11/2011
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.
Page 37
(HP94-003-v1) TRAINING PROGRAM ON BASIC INNKEEPING
PROCEDURE
(FOR HOMESTAY PROGRAM)
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
OTSR-SDD 07/11/2011
Page 38
(HP94-003-v1) TRAINING PROGRAM ON BASIC INNKEEPING
PROCEDURE
(FOR HOMESTAY PROGRAM)
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
OTSR-SDD 07/11/2011
Page 39
(HP94-003-v1) TRAINING PROGRAM ON BASIC INNKEEPING
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
Actual Demonstration
DURATION
3 days
OTSR-SDD 07/11/2011
Page 40
(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



COURSE CONTENT
A. General Knowledge on the Philippines
 Historical Highlights
 Geography
OTSR-SDD 07/11/2011
Lecture-discussion
Audio visual presentation
Role Play/Group dynamics
Page 41
(TS10-006-v1) CROSS CULTURAL LEARNING and TOURIST SAFETY
SEMINAR
COURSE CONTENT
B. Filipino World View and Values and the CrossCultural Relations
 The relationship of culture, world view and
values
 The productive-orientation of people’s 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 Manmade 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
OTSR-SDD 07/11/2011
16 hrs.
Page 42
TOUR GUIDING SEMINAR
Department of Tourism
TOPICS/ACITIVITIES
Overview of the Tourism Industry & Current
Trends
RESOURCE SPEAKER
Dir. Alan Canizal
Alex Macatuno
Arlene Alipio
Effective Communications
Charlie Garcia
Amelia Roldan
Work Values
Charlie Garcia
Henry Pingol
Julius Judalena
Occupational Health Safety
First Aid
ChildWise Tourism
Tour Operators, Tour Packages & Tour
Guides
Dra. Marie Laurraine Sanchez
Local Health Officer
Philippine National Red Cross
Atty. Anjenette Saguisag
Donald Balanhi
Connie Salcedo
Irene Funacier-Fellizar
Nelia Sevidal
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
OTSR-SDD 07/11/2011
Dir. Allan Canizal
Dr. Erwin Balane
Page 43
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
Maryann Hildawa
Paul Lim So
Bien Claravall
Geography, Climate, Flora & Fauna
Protocol, Etiquette & Social Graces (PESG)
Evolution of Philippine Architecture
Philippine Arts and Crafts
Visas & other Formalities
Philippine Folklore
Robert Cereno
Carlos Libosada
DENR
DFA
Arch. Ning Encarnacion Tan
Arch. Villalon
Veronica Dado
Prof. Felipe de Leon
Bureau of Immigration
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 Don’ts
OTSR-SDD 07/11/2011
Dolores Salamanca
Teresita Quitevis
Maryann Hildawa
Page 44
EFFECTIVE CUSTOMER SERVICE
Department of Tourism
TOPICS/ACITIVITIES
Effective Customer Service
OTSR-SDD 07/11/2011
RESOURCE SPEAKER
Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Amelia Roldan
Page 45
TOURIST RECEPTION & GUIDING TECHNIQUES
Department of Tourism
TOPICS/ACITIVITIES
Overview of the Tourism Industry & Current
Trends
Values Formation & Effective Customer
Service
Communication Skills
Tour Reception and Guiding Techniques
Role & Responsibilities of a Tour Guide
Tour script Preparation
Practical Guiding Techniques (Lecture)
Practical Guiding Techniques (Exercises)
Museums & Museum Services (Lecture)
Museum Tour
OTSR-SDD 07/11/2011
RESOURCE SPEAKER
Regional Director
Dir Allan Canizal
Alex Macatuno
Arlene Alipio
Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Amelia Roldan
Dolores Salamanca
Mary Ann Hildawa
Paul Lim So
Teresita Quitevis
Dir. Amelita Almosara
Nikki Legaspi
Museum Curator
Alvin Alcid
Page 46
TAXI DRIVERS SEMINAR AS TOURISM FRONTLINERS
Department of Tourism
TOPICS/ACITIVITIES
RESOURCE SPEAKER
Overview of the Tourism Industry & Current
Trends
Regional Director
Dir Allan Canizal
Alex Macatuno
Arlene Alipio
Value Formation & Effective Customer
Service
Road Safety and Correct Driving
Techniques
Child Wise Tourism
Guiding Techniques
Profile of Tourism Markets
Tour Destinations
Philippine History
OTSR-SDD 07/11/2011
Evangeline Timbang
Paul Lim So
Charlie Garcia
Miriam Palabrica
Henry Pingol
Julius Judalena
Gina Garcia
Nardo Naguiat
DOTC
Atty. Anjenette Saguisag
Donald Balanhi
Connie Salcedo
Irene Funacier-Fellizar
Dolores Salamanca
Teresita Quitevis
Mary Ann Hildawa
Page 47
Tourism Awareness and Capability Building Seminar for LGUs
Department of Tourism
TOPICS/ACITIVITIES
RESOURCE SPEAKER
Overview of the Tourism Industry & Current
Trends
Regional Director or DOT
Childwise Tourism
DOT Regional Office
Tourism Planning
Dir. Allan Canizal
Alex Macatuno
Tourism Statistics
DOT Manila
Tourist Behaviour Patterns
Tourism Marketing
Tourism Standards and Regulations and
Accreditation
Festival Planning & Handling
Tourist Safety & Security
Values Formation with Effective Customer
Service
OTSR-SDD 07/11/2011
Marketing Teams
Office of Product Research
Planning Office
Marketing Teams
DOT-OTSR
Nilo Agustin
Local or Regional PNP
Ms. Evangeline Timbang
Mr. Paul Lim So
Mr. Charlie Garcia
Ms. Miriam Palabrica
Mr. Henry Pingol
Mr. Julius Judalena
Ms. Gina Garcia
Page 48
NATIONAL TOP-COP
(Tourist-Oriented Police for Community Order & Protection)
Department of Tourism
TOPICS/ACITIVITIES
RESOURCE SPEAKER
Overview of the Tourism Industry & Current
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
Police First Responders
Roles & Mission
Felipe de Leon
Susan Reyes
Norma Respicio
PNP Local
PNP National Head Quarters
Childwise Tourism
Atty. Anjenette Saguisag
Mr. Donald Balanhi
Consuelo Salcedo
Irene Fonacier - Fellizar
Nelia Sevidal
Jo Alforque
Values Formation & 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
OTSR-SDD 07/11/2011
Page 49
TRAINING PROGRAM ON BASIC INNKEEPING PROCEDURE FOR
THE HOMESTAY PROGRAM
Department of Tourism
TOPICS/ACITIVITIES
Overview of the Tourism Industry & Current
Trends
Values Formation & Effective Customer
Service
RESOURCE SPEAKER
Regional Director
Dir Allan Canizal
Mr. Alex Macatuno
Mr. Arlene Alipio
Ms. Evangeline Timbang
Mr. Paul Lim So
Mr. Charlie Garcia
Ms. Miriam Palabrica
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
Tourist Safety & Security Measures
Health, Hygiene & Sanitation
OTSR-SDD 07/11/2011
Julius Judalena
Edmon Santos
Gina Garcia
Local PNP
Municipal Health Officer
Page 50
COURSE ON BARTENDING AND WAITERING
Department of Tourism
TOPICs



















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
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
OTSR-SDD 07/11/2011
RESOURCE SPEAKER
Julius Judalena
Benito Edica
Gina Garcia
Julius Judalena
Edmon Santos
Evangeline Timbang
Page 51
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)
OTSR-SDD 07/11/2011
Page 52