TRAINING REGULATIONS

TOUR GUIDING SERVICES III

TOURISM SECTOR
(TRAVEL AND TOUR)
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY
TESDA Complex East Service Road, South Luzon Expressway (SLEX), Fort Bonifacio, Taguig City
Technical Education and Skills Development Act of 1994
(Republic Act No. 7796)

Section 22, “Establishment and Administration of the National Trade Skills

Standards” of the RA 7796 known as the TESDA Act mandates TESDA to establish
national occupational skill standards. The Authority shall develop and implement a
certification and accreditation program in which private industry group and trade
associations are accredited to conduct approved trade tests, and the local
government units to promote such trade testing activities in their respective areas in
accordance with the guidelines to be set by the Authority.

@ 2021 by Technical Education and Skills Development Authority

All rights reserved. Any part of this publication may be used and reproduced,
provided proper acknowledgement is made.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 2

The Training Regulations (TR) serves as basis for:

1. Development of curriculum and assessment tools

2. Registration and delivery of training programs; and
3. Establishment of competency assessment and certification arrangements.

Each TR has four sections:

Section 1 Definition of Qualification - describes the qualification and defines the

competencies that comprise the qualification.

Section 2 The Competency Standards format was revised to include the

Required Knowledge and Required Skills per element. These fields
explicitly state the required knowledge and skills for competent
performance of a unit of competency in an informed and effective manner.
These also emphasize the application of knowledge and skills to
situations where understanding is converted into a workplace outcome.

Section 3 Training Arrangements – contain the information and requirements

which serve as bases for training providers in designing and delivering
competency-based curriculum for the qualification. The revisions to
Section 3 entail identifying the Learning Activities leading to achievement
of the identified Learning Outcome.

Section 4 Assessment and Certification Arrangements - describe the policies

governing assessment and certification procedures for the qualification.

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 TABLE OF CONTENTS

TOURISM SECTOR
(TRAVEL AND TOUR)

TOUR GUIDING SERVICES NC III

Page No.

SECTION 1 TOUR GUIDING SERVICES NC III

QUALIFICATION 1-2

SECTION 2 COMPETENCY STANDARDS 3 - 88

• Basic Competencies 3 - 43
• Common Competencies 44 - 64
• Core Competencies 65 - 88

SECTION 3 TRAINING ARRANGEMENTS 89 - 120

3.1 Curriculum Design 89 - 114

3.2 Training Delivery 115- 116
3.3 Trainee Entry Requirements 117
3.4 List of Tools, Equipment and Materials 118 - 119
3.5 Training Facilities 120
3.6 Trainer’s Qualifications 120
3.7 Institutional Assessment 120

SECTION 4 ASSESSMENT AND

CERTIFICATION ARRANGEMENTS 121 - 122

COMPETENCY MAP 123 - 125

GLOSSARY OF TERMS 126 - 127

REFERENCES 128

ACKNOWLEDGMENTS 129 - 130

TRAINING REGULATIONS (TR) DOCUMENT REVISION HISTORY 131

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 TRAINING REGULATIONS FOR

TOUR GUIDING NC III

SECTION 1 TOUR GUIDING SERVICES NC III QUALIFICATION
The TOUR GUIDING SERVICES NC III Qualification consists of competencies that a person
must achieve to research information relevant to the destination and tour itinerary, oversee regional
tour arrangements, guide and escort clients.

This Qualification is packaged from the competency map of the Tourism Sector (Travel and Tour)
as shown in Annex A

The Units of Competency comprising this Qualification include the following:

CODE NO. BASIC COMPETENCIES

400311319 Lead workplace communication
400311320 Lead small teams
400311321 Apply critical thinking and problem-solving techniques in the workplace
400311322 Work in a diverse environment
400311323 Propose methods of applying learning and innovation in the
Organization
400311324 Use information systematically
400311325 Evaluate occupational safety and health work practices
400311326 Evaluate environmental work practices
400311327 Facilitate entrepreneurial skills for micro-small-medium enterprises
(MSMEs)

CODE NO. COMMON COMPETENCIES

TRS311201 Develop and update industry knowledge
TRS141201 Receive and resolve customer complaints
TRS141202 Work cooperatively in a general administration environment
TRS141203 Maintain quality customer/guest service

CODE NO. CORE COMPETENCIES

TRS511307 Research information relevant to the destination and tour itinerary
TRS511308 Oversee regional tour arrangements for clients
TRS511309 Guide and escort clients in accordance with the tour itinerary

A person who has achieved this Qualification is competent to be a:

❑ Regional Tour Guide

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Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 2
SECTION 2 COMPETENCY STANDARDS

This section details the contents of the basic, common and core units of competency required in
TOUR GUIDING SERVICES NC III.

BASIC COMPETENCIES

UNIT OF COMPETENCY : LEAD WORKPLACE COMMUNICATION

UNIT CODE : 400311319

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to
lead in the effective dissemination and discussion of ideas,
information, and issues in the workplace. This includes
preparation of written communication materials.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Communicate 1.1 Relevant 1.1. Organization 1.1 Organizing
information communication method requirements information
about is selected based on for written and 1.2 Conveying
workplace workplace procedures electronic intended meaning
processes 1.2 Multiple operations communicatio
involving several n methods 1.3 Participating in a
topics/areas are 1.2. Effective variety of workplace
communicated following verbal discussions
enterprise requirements communicatio 1.4 Complying with
1.3 Questioning is applied to n methods organization
gain extra information 1.3. Business requirements for the
1.4 Relevant sources of writing use of written and
information are identified 1.4. Workplace electronic
in accordance with etiquette communication
workplace/ client methods
requirements 1.5 Effective business
1.5 Information is selected and writing
organized following 1.6 Effective clarifying
enterprise procedures and probing skills
1.6 Verbal and written 1.7 Effective
reporting is undertaken questioning
when required techniques
1.7 Communication and (clarifying and
negotiation skills are probing)
applied and maintained in
all relevant situations

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
2. Lead 2.1 Response to workplace 2.1 Organization 2.1 Organizing
workplace issues are sought requirements for information
discussions following enterprise written and 2.2 Conveying
procedures electronic intended meaning
2.2 Response to workplace communication 2.3 Participating in
issues are provided methods variety of
immediately 2.2 Effective workplace
2.3 Constructive contributions verbal discussions
are made to workplace communication 2.4 Complying with
discussions on such methods organization
issues as production, 2.3 Workplace requirements for
quality and safety etiquette the use of written
2.4 Goals/ objectives and and electronic
action plans undertaken communication
in the workplace are methods
communicated promptly 2.5 Effective clarifying
and probing skills

3. Identify and 3.1 Issues and problems are 3.1 Organization 3.1 Organizing
communicat identified as they arise requirements for information
e issues 3.2 Information regarding written and
3.2 Conveying intended
arising in the problems and issues are electronic
meaning
workplace organized coherently to communication
ensure clear and effective methods 3.3 Participating in a
communication variety of workplace
3.2 Effective verbal
3.3 Dialogue is initiated with discussions
communication
appropriate personnel 3.4 Complying with
methods
3.4 Communication problems organization
and issues are raised as 3.3 Workplace
requirements for
they arise etiquette
the use of written
3.5 Identify barriers in 3.4 Communication
and electronic
communication to be problems and
communication
addressed appropriately issues
methods
3.5 Barriers in
3.5 Effective clarifying
communication
and probing skills
3.6 Identifying issues
3.7 Negotiation and
communication
skills

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RANGE OF VARIABLES

VARIABLE RANGE
1. Methods of May include but not limited to:
communication 1.1. Non-verbal gestures
1.2. Verbal
1.3. Face-to-face
1.4. Two-way radio
1.5. Speaking to groups
1.6. Using telephone
1.7. Written
1.8. Internet
2. Workplace discussions May include but not limited to:
2.1. Coordination meetings
2.2. Toolbox discussion
2.3. Peer-to-peer discussion

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EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Dealt with a range of communication/information at one
time
1.2 Demonstrated leadership skills in workplace
communication
1.3 Made constructive contributions in workplace issues
1.4 Sought workplace issues effectively
1.5 Responded to workplace issues promptly
1.6 Presented information clearly and effectively written
form
1.7 Used appropriate sources of information
1.8 Asked appropriate questions
1.9 Provided accurate information
2. Resource The following resources should be provided:
Implications 2.1 Variety of Information
2.2 Communication tools
2.3 Simulated workplace
3. Methods of Competency in this unit may be assessed through:
Assessment Case problem
3.1. Third-party report
3.2. Portfolio
3.3. Interview
3.4. Demonstration/Role-playing
4. Context for 4.1. Competency may be assessed in the workplace or in a
Assessment simulated workplace environment

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 UNIT OF COMPETENCY : LEAD SMALL TEAMS

UNIT CODE : 400311320

UNIT DESCRIPTOR : This unit covers the knowledge, skills and

attitudes to lead small teams including setting,
maintaining and monitoring team and individual
performance standards.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Provide team 1.1 Work 1.1 Facilitation of 1.1 Communication
leadership requirements are Team work skills required for
identified and 1.2 Company policies leading teams
presented to team and procedures 1.2 Group facilitation
members based on relating to work skills
company policies performance 1.3 Negotiating skills
and procedures 1.3 Performance 1.4 Setting performance
standards and expectation
1.2 Reasons for
expectations
instructions and
1.4 Monitoring
requirements are
individual’s and
communicated to
team’s
team members
performance vis a
based on company
vis client’s and
policies and
group’s
procedures
expectations
1.3 Team members’
and leaders’
concerns are
recognized,
discussed and
dealt with based on
company practices
2. Assign 2.1. Responsibilities are 2.1 Work plan and 2.1 Communication
responsibilities allocated having procedures skills
regard to the skills, 2.2 Work 2.2 Management skills
knowledge and requirements and 2.3 Negotiating skills
aptitude required to targets 2.4 Evaluation skills
undertake the 2.2 Individual and 2.5 Identifying team
assigned task group member’s strengths
based on company expectations and and rooms for
policies. assignments improvement
2.2. Duties are 2.3 Ways to improve
allocated having group leadership
regard to individual and membership
preference,
domestic and

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
personal
considerations,
whenever possible
3. Set 3.1 Performance 3.1 One’s roles and 3.1 Communication
performance expectations are responsibilities in skills
expectations for established based the team 3.2 Accurate empathy
team members on client needs 3.2 Feedback giving 3.3 Congruence
3.2 Performance and receiving 3.4 Unconditional
expectations are 3.3 Performance positive regard
based on individual expectation 3.5 Handling of
team members Feedback
knowledge, skills
and aptitude
3.3 Performance
expectations are
discussed and
disseminated to
individual team
members
4. Supervise team 4.1 Performance is 4.1 Performance 4.1 Communication
performance monitored based on Coaching skills required for
defined 4.2 Performance leading teams
performance criteria management 4.2 Coaching skill
and/or assignment 4.3 Performance
instruction Issues
4.2 Team members are
provided with
feedback, positive
support and advice
on strategies to
overcome any
deficiencies based
on company
practices
4.3 Performance
issues which
cannot be rectified
or addressed within
the team are
referred to
appropriate
personnel
according to
employer policy
4.4 Team members are
kept informed of
any changes in the

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
priority allocated to
assignments or
tasks which might
impact on
client/customer
needs and
satisfaction
4.5 Team operations
are monitored to
ensure that
employer/client
needs and
requirements are
met
4.6 Follow-up
communication is
provided on all
issues affecting
the team
4.7 All relevant
documentation is
completed in
accordance with
company
procedures

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RANGE OF VARIABLES

VARIABLE RANGE
May include:
1. Work requirements
1.1. Client Profile
1.2. Assignment instructions
May include:
2. Team member’s
concerns 2.1. Roster/shift details
May include:
3. Monitor performance
3.1. Formal process
3.2. Informal process
May include:
4. Feedback
4.1. Formal process
4.2. Informal process
May include:
5. Performance issues
5.1. Work output
5.2. Work quality
5.3. Team participation
5.4. Compliance with workplace protocols
5.5. Safety
5.6. Customer service

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EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Maintained or improved individuals and/or team
performance given a variety of possible scenario
1.2. Assessed and monitored team and individual
performance against set criteria
1.3. Represented concerns of a team and individual to
next level of management or appropriate specialist
and to negotiate on their behalf
1.4. Allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the
needs of the tasks to be performed
1.5. Set and communicated performance expectations for
a range of tasks and duties within the team and
provided feedback to team members
2. Resource Implications The following resources should be provided:
2.1. Access to relevant workplace or appropriately
simulated environment where assessment can take
place
2.2. Materials relevant to the proposed activity or task
3. Methods of Assessment Competency in this unit may be assessed through:
3.1. Written Examination
3.2. Oral Questioning
3.3. Portfolio
4. Context for Assessment 4.1 Competency may be assessed in actual workplace or
at the designated TESDA Accredited Assessment
Center.

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 UNIT OF COMPETENCY : APPLY CRITICAL THINKING AND PROBLEM- SOLVING
TECHNIQUES IN THE WORKPLACE

UNIT CODE : 400311321

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to
solve problems in the workplace including the application of
problem solving techniques and to determine and resolve the
root cause/s of specific problems in the workplace.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Examine 1.1 Variances are 1.1 Competence includes 1.1 Using range of
specific examined from a thorough analytical techniques
workplace normal operating knowledge and (e.g., planning,
challenges. parameters; and understanding of the attention,
product quality. process, normal simultaneous and
1.2 Extent, cause and operating successive
nature of the parameters, and processing of
specific problem product quality to information) in
are defined recognize non- examining specific
through standard situations. challenges in the
observation, 1.2 Competence to workplace.
investigation and include the ability to 1.2 Identifying extent
analytical apply and explain, and causes of
techniques. enough for the specific challenges in
1.3 Problems are identification of the workplace.
clearly stated and fundamental causes
specified. of specific
workplace
challenges.
1.3 Relevant equipment
and operational
processes.
1.4 Enterprise goals,
targets and
measures.
1.5 Enterprise quality
OHS and
environmental
requirement.
1.6 Enterprise
information systems
and data collation
1.7 Industry codes and
standards.

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Analyze the 2.1 Possible causes of 2.1 Competence 2.1 Using range of
causes of specific problems includes a thorough analytical techniques
specific are identified knowledge and (e.g., planning,
workplace based on understanding of attention,
challenges. experience and the process, normal simultaneous and
the use of operating successive
problem solving parameters, and processing of
tools / analytical product quality to information) in
techniques. recognize non- examining specific
2.2 Possible cause standard situations. challenges in the
statements are 2.2 Competence to workplace.
developed based include the ability to 2.2 Identifying extent
on findings. apply and explain, and causes of
2.3 Fundamental sufficient for the specific challenges
causes are identification of in the workplace.
identified per fundamental cause, 2.3 Providing clear-cut
results of determining the findings on the
investigation corrective action nature of each
conducted. and provision of identified workplace
recommendations. challenges.
2.3 Relevant equipment
and operational
processes.
2.4 Enterprise goals,
targets and
measures.
2.5 Enterprise quality
OSH and
environmental
requirement.
2.6 Enterprise
information systems
and data collation.
2.7 Industry codes and
standards.

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Formulate 3.1 All possible options 3.1 Competence to 3.1 Using range of
resolutions are considered for include the ability analytical
to specific resolution of the to apply and techniques (e.g.,
workplace problem. explain, sufficient planning,
challenges. 3.2 Strengths and for the identification attention,
weaknesses of of fundamental simultaneous
possible options cause, determining and successive
are considered. the corrective processing of
3.3 Corrective actions action and information) in
are determined to provision of examining
resolve the recommendations specific
problem and 3.2Relevant equipment challenges in the
possible future and operational workplace.
causes. processes 3.2 Identifying extent
3.4 Action plans are 3.3 Enterprise goals, and causes of
developed targets and specific
identifying measures challenges in the
measurable 3.4 Enterprise quality workplace.
objectives, OSH and 3.3 Providing clear-
resource needs environmental cut findings on
and timelines in requirement the nature of
accordance with 3.5 Principles of each identified
safety and decision making workplace
operating strategies and challenges.
procedures techniques 3.4 Devising,
3.6 Enterprise communicating,
information implementing
systems and data and evaluating
collation strategies and
3.7 Industry codes and techniques in
standards addressing
specific
workplace
challenges.

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
4. Implement 4.1 Action plans are 4.1 Competence to 4.1 Using range of
action plans implemented and include the ability analytical
and evaluated. to apply and techniques
communicate 4.2 Results of plan explain, sufficient (e.g., planning,
results. implementation and for the identification attention,
recommendations of fundamental simultaneous
are prepared. cause, determining and successive
4.2 Recommendations the corrective processing of
are presented to action and information) in
appropriate provision of examining
personnel. recommendations specific
4.3 Recommendations 4.2. Relevant challenges in
are followed-up, if equipment and the workplace.
required. operational 4.2 Identifying
processes extent and
4.3 Enterprise goals, causes of
targets and specific
measures challenges in
4.4 Enterprise quality, the workplace.
OSH and 4.3 Providing clear-
environmental cut findings on
requirement the nature of
4.5 Principles of each identified
decision making workplace
strategies and challenges.
techniques 4.4 Devising,
4.6 Enterprise communicating,
information implementing
systems and data and evaluating
collation strategies and
4.7 Industry codes and techniques in
standards addressing
specific
workplace
challenges.

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 RANGE OF VARIABLES

VARIABLE RANGE
1. Parameters May include:
1.1 Processes
1.2 Procedures
1.3 Systems
2. Analytical techniques May include:
2.1. Brainstorming
2.2. Intuitions/Logic
2.3. Cause and effect diagrams
2.4. Pareto analysis
2.5. SWOT analysis
2.6. Gant chart, Pert CPM and graphs
2.7. Scattergrams
3. Problem May include:
3.1. Routine, non – routine and complex workplace and
quality problems
3.2. Equipment selection, availability and failure
3.3. Teamwork and work allocation problem
3.4. Safety and emergency situations and incidents
3.5. Risk assessment and management
4. Action plans May include:
4.1. Priority requirements
4.2. Measurable objectives
4.3. Resource requirements
4.4. Timelines
4.5. Co-ordination and feedback requirements
4.6. Safety requirements
4.7. Risk assessment
4.8. Environmental requirements

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EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Examined specific workplace challenges.
1.2. Analyzed the causes of specific workplace challenges.
1.3. Formulated resolutions to specific workplace challenges.
1.4. Implemented action plans and communicated results on
specific workplace challenges.
2. Resource 2.1. Assessment will require access to an operating plant over an
Implications extended period of time, or a suitable method of gathering
evidence of operating ability over a range of situations. A bank
of scenarios / case studies / what ifs will be required as well as
bank of questions which will be used to probe the reason behind
the observable action.
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1. Observation
3.2. Case Formulation
3.3. Life Narrative Inquiry
3.4. Standardized test
The unit will be assessed in a holistic manner as is practical and may
be integrated with the assessment of other relevant units of
competency. Assessment will occur over a range of situations, which
will include disruptions to normal, smooth operation. Simulation may be
required to allow for timely assessment of parts of this unit of
competency. Simulation should be based on the actual workplace and
will include walk through of the relevant competency components.

These assessment activities should include a range of problems,

including new, unusual and improbable situations that may have
happened.
4. Context for In all workplace, it may be appropriate to assess this unit concurrently
Assessment with relevant teamwork or operation units.

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 UNIT OF COMPETENCY : WORK IN A DIVERSE ENVIRONMENT

UNIT CODE : 400311322

UNIT DESCRIPTOR : This unit covers the outcomes required to work effectively in
a workplace characterized by diversity in terms of religions,
beliefs, races, ethnicities and other differences.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Develop an 1.1 Individual 1.1 Understanding 1.1 Applying cross-
individual’s differences with cultural diversity in cultural
cultural clients, customers the workplace communication
awareness and and fellow workers 1.2 Norms of behavior skills (i.e. different
sensitivity are recognized for interacting and business customs,
and respected in dialogue with beliefs,
accordance with specific groups communication
enterprise policies (e. g., Muslims and strategies)
and core values. other non- 1.2 Showing affective
1.2 Differences are Christians, non- skills – establishing
responded to in a Catholics, rapport and
sensitive and tribes/ethnic groups, empathy,
considerate foreigners) understanding, etc.
manner 1.3 Different methods of 1.3 Demonstrating
1.3 Diversity is verbal and non- openness and
accommodated verbal flexibility in
using appropriate communication in a communication
verbal and non- multicultural setting 1.4 Recognizing
verbal diverse groups in
communication. the workplace and
community as
defined by
divergent culture,
religion, traditions
and practices

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Work 2.1 Knowledge, skills 2.1 Value of diversity in 2.1 Demonstrating cross-
effectively in an and experiences the economy and cultural
environment of others are society in terms of communication skills
that recognized and Workforce and active listening
acknowledges documented in development 2.2 Recognizing diverse
and values relation to team 2.2 Importance of groups in the
cultural objectives. inclusiveness in a workplace and
diversity 2.2 Fellow workers are diverse community as
encouraged to environment defined by divergent
utilize and share 2.3 Shared vision and culture, religion,
their specific understanding of traditions and
qualities, skills or and commitment to practices
backgrounds with team, 2.3 Demonstrating
other team departmental, and collaboration skills
members and organizational 2.4 Exhibiting customer
clients to enhance goals and service excellence
work outcomes. objectives
2.3 Relations with 2.4 Strategies for
customers and customer service
clients are excellence
maintained to
show that diversity
is valued by the
business.

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 PERFORMANCE
CRITERIA
ELEMENT REQUIRED REQUIRED
Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Identify 3.1 Diversity-related 3.1 Value, and leverage 3.1 Addressing
common issues conflicts within of cultural diversity diversity-related
in a the workplace are 3.2 Inclusivity and conflicts in the
multicultural effectively conflict resolution workplace
and diverse addressed and 3.3 Workplace 3.2 Eliminating
environment resolved. harassment discriminatory
3.2 Discriminatory 3.4 Change behavior towards
behaviors towards management and customers and co-
customers/stakeho ways to overcome workers
lders are resistance to change 3.3 Utilizing change
minimized and 3.5 Advanced strategies management
addressed for customer service policies in the
accordingly. excellence workplace
3.3 Change
management
policies are in
place within the
organization.

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RANGE OF VARIABLES

VARIABLE RANGE
1. Diversity This refers to diversity in both the workplace and the
community and may include divergence in :
1.1 Religion
1.2 Ethnicity, race or nationality
1.3 Culture
1.4 Gender, age or personality
1.5 Educational background
2. Diversity-related conflicts May include conflicts that result from:
2.1 Discriminatory behaviors
2.2 Differences of cultural practices
2.3 Differences of belief and value systems
2.4 Gender-based violence
2.5 Workplace bullying
2.6 Corporate jealousy
2.7 Language barriers
2.8 Individuals being differently-abled persons
2.9 Ageism (negative attitude and behavior
towards old people)

EVIDENCE GUIDE

1. Critical aspects Assessment requires evidence that the candidate:

of Competency 1.1 Adjusted language and behavior as required by interactions
with diversity
1.2 Identified and respected individual differences in colleagues,
clients and customers
1.3 Applied relevant regulations, standards and codes of practice
2. Resource The following resources should be provided:
Implications 2.1 Access to workplace and resources
2.2 Manuals and policies on Workplace Diversity
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Demonstration or simulation with oral questioning
3.2 Group discussions and interactive activities
3.3 Case studies/problems involving workplace diversity issues
3.4 Third-party report
3.5 Written examination
3.6 Role Plays
4. Context for Competency assessment may occur in workplace or any
Assessment appropriately simulated environment

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 21

 UNIT OF COMPETENCY : PROPOSE METHODS OF APPLYING LEARNING AND
INNOVATION IN THE ORGANIZATION

UNIT CODE : 400311323

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to
assess general obstacles in the application of learning and
innovation in the organization and to propose practical methods
of such in addressing organizational challenges.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Assess work 1.1. Reasons for 1.1 Seven habits of 1.1 Demonstrating
procedures, innovation are highly effective collaboration and
processes and incorporated people. networking skills.
systems in to work 1.2 Character 1.2 Applying basic
terms of procedures. strengths that research and
innovative 1.2. Models of foster innovation evaluation skills
practices innovation are and learning 1.3 Generating insights
researched. (Christopher on how to improve
1.3. Gaps or barriers Peterson and organizational
to innovation in Martin Seligman, procedures,
one’s work area 2004) processes and
are analyzed. 1.3 Five minds of the systems through
1.4. Staff who can future concepts innovation.
support and foster (Gardner, 2007).
innovation in the 1.4 Adaptation
work procedure concepts in
are identified. neuroscience
(Merzenich, 2013).
1.5 Transtheoretical
model of behavior
change
(Prochaska,
DiClemente, &
Norcross, 1992).

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 22

 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Generate 2.1 Ideas for 2.1 Seven habits of 2.1 Assessing readiness
practical action innovative work highly effective for change on
plans for procedure to foster people. simple work
improving work innovation using 2.2 Character procedures,
procedures, individual and strengths that processes and
processes group techniques foster innovation systems.
are conceptualized and learning 2.2 Generating insights
2.2 Range of ideas (Christopher on how to improve
with other team Peterson and organizational
members and Martin Seligman, procedures,
colleagues are 2004) processes and
evaluated and 2.3 Five minds of the systems through
discussed future concepts innovation.
2.3 Work procedures (Gardner, 2007). 2.3 Facilitating action
and processes 2.4 Adaptation plans on how to
subject to change concepts in apply innovative
are selected based neuroscience procedures in the
on workplace (Merzenich, 2013). organization.
requirements 2.5 Transtheoretical
(feasible and model of behavior
innovative). change
2.4 Practical action (Prochaska,
plans are DiClemente, &
proposed to Norcross, 1992).
facilitate simple
changes in the
work procedures,
processes and
systems.
2.5 Critical inquiry is
applied and used
to facilitate
discourse on
adjustments in the
simple work
procedures,
processes and
systems.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 23

 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENTS Italicized terms are KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Evaluate the 3.1 Work structure is 3.1 Five minds of the 3.1 Generating
effectiveness of analyzed to future concepts insights on how to
the proposed identify the (Gardner, 2007). improve
action plans impact of the 3.2 Adaptation organizational
new work concepts in procedures,
procedures neuroscience processes and
3.2 Co-workers/key (Merzenich, 2013). systems through
personnel is 3.3 Transtheoretical innovation.
consulted to model of behavior 3.2 Facilitating action
know who will be change (Prochaska, plans on how to
involved with or DiClemente, & apply innovative
affected by the Norcross, 1992). procedures in the
work procedure organization.
3.3 Work instruction 3.3 Communicating
operational plan results of the
of the new work evaluation of the
procedure is proposed and
developed and implemented
evaluated. changes in the
3.4 Feedback and workplace
suggestion are procedures and
recorded. systems.
3.5 Operational plan 3.4 Developing action
is updated. plans for
3.6 Results and continuous
impact on the improvement on
developed work the basic systems,
instructions are processes and
reviewed procedures in the
3.7 Results of the organization.
new work
procedure are
evaluated
3.8 Adjustments are
recommended
based on results
gathered

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 24

RANGE OF VARIABLES

VARIABLE RANGE
1. Reasons May include:
1.1 Strengths and weaknesses of the current systems,
processes and procedures.
1.2 Opportunities and threats of the current systems,
processes and procedures.
2. Models of innovation May include:
2.1 Seven habits of highly effective people.
2.2 Five minds of the future concepts (Gardner, 2007).
2.3 Neuroplasticity and adaptation strategies.
3. Gaps or barriers May include:
3.1 Machine
3.2 Manpower
3.3 Methods
3.4 Money
4. Critical Inquiry May include:
4.1 Preparation.
4.2 Discussion.
4.3 Clarification of goals.
4.4 Negotiate towards a Win-Win outcome.
4.5 Agreement.
4.6 Implementation of a course of action.
4.7 Effective verbal communication. See our pages:
Verbal Communication and Effective Speaking.
4.8 Listening.
4.9 Reducing misunderstandings is a key part of effective
negotiation.
4.10 Rapport Building.
4.11 Problem Solving.
4.12 Decision Making.
4.13 Assertiveness.
4.14 Dealing with Difficult Situations.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 25

 EVIDENCE GUIDE

1. Critical aspects Assessment requires evidence that the candidate:

of Competency 1.1 Established the reasons why innovative systems are required
1.2 Established the goals of a new innovative system
1.3 Analyzed current organizational systems to identify gaps and
barriers to innovation
1.4 Assessed work procedures, processes and systems in terms
of innovative practices
1.5 Generate practical action plans for improving work
procedures, and processes
1.6 Reviewed the trial innovative work system and adjusted reflect
evaluation feedback, knowledge management systems and
future planning
1.7 Evaluated the effectiveness of the proposed action plans
2. Resource The following resources should be provided:
Implications 2.1 Pens, papers and writing implements
2.2 Cartolina
2.3 Manila papers
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Psychological and behavioral Interviews
3.2 Performance Evaluation
3.3 Life Narrative Inquiry
3.4 Review of portfolios of evidence and third-party workplace
reports of on-the-job performance
3.5 Sensitivity analysis
3.6 Organizational analysis
3.7 Standardized assessment of character strengths and virtues
applied
4. Context for 4.1 Competency may be assessed individually in the actual
Assessment workplace or simulation environment in TESDA accredited
institutions

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 26

UNIT OF COMPETENCY : USE INFORMATION SYSTEMATICALLY

UNIT CODE : 400311324

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to
use technical information systems, apply information technology
(IT) systems and edit, format & check information.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Use technical 1.1. Information are 1.1. Application in 1.1. Collating information
information collated and collating 1.2. Operating
organized into a information appropriate and
suitable form for 1.2. Procedures for valid procedures for
reference and use inputting, inputting,
1.2. Stored maintaining and maintaining and
information are archiving archiving information
classified so that information 1.3. Advising and
it can be quickly 1.3. Guidance to offering guidance to
identified and people who need people who need to
retrieved when to find and use find and use
needed information information
1.3. Guidance are 1.4. Organize 1.4. Organizing
advised and information information into a
offered to people 1.5. classify stored suitable form for
who need to find information for reference and use
and use identification and 1.5. Classifying stored
information retrieval information for
1.6. Operate the identification and
technical retrieval
information system 1.6. Operating the
by using agreed technical information
procedures system by using
agreed procedures

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 27

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
2. Apply information 2.1. Technical 2.1. Attributes and 2.1. Identifying attributes
technology (IT) information limitations of and limitations of
system is operated available software available software
using agreed tools tools
procedures 2.2. Procedures and 2.2. Using procedures and
2.2. Appropriate and work instructions for work instructions for
valid procedures the use of IT the use of IT
are operated for 2.3. Operational 2.3. Describing
inputting, requirements for IT operational
maintaining and systems requirements for IT
archiving 2.4. Sources and flow systems
information paths of data 2.4. Identifying sources
2.3. Software required 2.5. Security systems and flow paths of data
are utilized to and measures that 2.5. Determining security
execute the project can be used systems and
activities 2.6. Extract data and measures that can be
2.4. Information and format reports used
data obtained are 2.7. Methods of entering 2.6. Extracting data and
handled, edited, and processing format reports
formatted and information 2.7. Describing methods
checked from a 2.8. WWW enabled of entering and
range of internal applications processing
and external information
sources 2.8. Using WWW
2.5. Information are applications
extracted, entered,
and processed to
produce the
outputs required
by customers
2.6. Own skills and
understanding are
shared to help
others
2.7. Specified security
measures are
implemented to
protect the
confidentiality and
integrity of project
data held in IT
systems

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 28

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
3. Edit, format and 3.1 Basic editing 3.1 Basic file-handling 3.1 Using basic file-
check techniques are techniques handling techniques
information used 3.2 Techniques in is used for the
3.2 Accuracy of checking software
documents are documents 3.2 Using different
checked 3.3 Techniques in techniques in
3.3 Editing and editing and checking documents
formatting tools and formatting 3.3 Applying editing and
techniques are 3.4 Proof reading formatting techniques
used for more techniques 3.4 Applying proof
complex documents reading techniques
3.4 Proof reading
techniques is used
to check that
documents look
professional

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 29

RANGE OF VARIABLES

VARIABLE RANGE
1. Information May include:
1.1. Property
1.2. Organizational
1.3. Technical reference
2. Technical information May include:
2.1. paper based
2.2. electronic
3. Software May include:
3.1. spreadsheets
3.2. databases
3.3. word processing
3.4. presentation
4. Sources May include:
4.1. other IT systems
4.2. manually created
4.3. within own organization
4.4. outside own organization
4.5. geographically remote
5. Customers May include:
5.1. colleagues
5.2. company and project management
5.3. clients
6. Security measures May include:
6.1. access rights to input;
6.2. passwords;
6.3. access rights to outputs;
6.4. data consistency and back-up;
6.5. recovery plans

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 30

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Used technical information systems and information
technology
1.2. Applied information technology (IT) systems
1.3. Edited, formatted and checked information

2. Resource Implications The following resources MUST be provided:

2.1. Computers
2.2. Software and IT system

3. Methods of Competency in this unit MUST be assessed through:

Assessment 3.1. Direct Observation
3.2. Oral interview and written test

4. Context for 4.1. Competency may be assessed individually in the

Assessment actual workplace or through accredited institution

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 31

 UNIT OF COMPETENCY : EVALUATE OCCUPATIONAL SAFETY AND HEALTH
WORK PRACTICES

UNIT CODE : 400311325

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes
required to interpret Occupational Safety and Health
practices, set OSH work targets, and evaluate
effectiveness of Occupational Safety and Health work
instructions

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Interpret 1.1 OSH work practices 1.1. OSH work 1.1. Communication
Occupational issues are identified practices issues skills
Safety and relevant to work 1.2. OSH work 1.2. Interpersonal
Health practices requirements standards skills
1.2 OSH work standards and 1.3. General OSH 1.3. Critical thinking
procedures are determined principles and skills
based on applicability to legislations 1.4. Observation
nature of work 1.4. Company/ skills
1.3 Gaps in work practices are workplace policies/
identified related to guidelines
relevant OSH work 1.5. Standards and
standards safety
requirements of
work process and
procedures

2. Set OSH work 2.1 Relevant work information 2.1. OSH work targets 2.1. Communication
targets are gathered necessary to 2.2. OSH Indicators skills
determine OSH work 2.3. OSH work 2.2. Collaborating
targets instructions skills
2.2 OSH Indicators based on 2.4. Safety and health 2.3. Critical thinking
gathered information are requirements of skills
agreed upon to measure tasks 2.4. Observation
effectiveness of workplace 2.5. Workplace skills
OSH policies and guidelines on
procedures providing
2.3 Agreed OSH indicators are feedback on OSH
endorsed for approval from and security
appropriate personnel concerns
2.4 OSH work instructions 2.6. OSH regulations
are received in accordance Hazard control
with workplace policies and procedures
procedures* 2.7. OSH trainings
relevant to work

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 32

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
3. Evaluate 3.1 OSH Practices are 3.1. OSH Practices 3.1. Critical thinking
effectiveness of observed based on 3.2. OSH metrics skills
Occupational workplace standards 3.3. OSH Evaluation 3.2. Evaluating skills
Safety and 3.2 Observed OSH Techniques
Health work practices are measured 3.4. OSH work
instructions against approved OSH standards
metrics
3.3 Findings regarding
effectiveness are
assessed and gaps
identified are
implemented based on
OSH work standards

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 33

RANGE OF VARIABLES

VARIABLE RANGE
1. OSH Work May include but not limited to:
Practices Issues 1.1 Workers’ experience/observance on presence of work
hazards
1.2 Unsafe/unhealthy administrative arrangements (prolonged
work hours, no break-time, constant overtime, scheduling of
tasks)
1.3 Reasons for compliance/non-compliance to use of PPEs or
other OSH procedures/policies/ guidelines
2. OSH Indicators May include but not limited to:
2.1 Increased of incidents of accidents, injuries
2.2 Increased occurrence of sickness or health
complaints/symptoms
2.3 Common complaints of workers’ related to OSH
2.4 High absenteeism for work-related reasons
3. OSH Work May include but not limited to:
Instructions 3.1 Preventive and control measures, and targets
3.2 Eliminate the hazard (i.e., get rid of the dangerous machine
3.3 Isolate the hazard (i.e. keep the machine in a closed room and
operate it remotely; barricade an unsafe area off)
3.4 Substitute the hazard with a safer alternative (i.e., replace the
machine with a safer one)
3.5 Use administrative controls to reduce the risk (i.e. give trainings
on how to use equipment safely; OSH-related topics, issue
warning signages, rotation/shifting work schedule)
3.6 Use engineering controls to reduce the risk (i.e. use safety
guards to machine)
3.7 Use personal protective equipment
3.8 Safety, Health and Work Environment Evaluation
3.9 Periodic and/or special medical examinations of workers
4. OSH metrics May include but not limited to:
4.1 Statistics on incidence of accidence and injuries
4.2 Morbidity (Type and Number of Sickness)
4.3 Mortality (Cause and Number of Deaths)
4.4 Accident Rate

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 34

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Identify OSH work practices issues relevant to work
requirements
1.2. Identify gaps in work practices related to relevant OSH
work standards
1.3. Agree upon OSH Indicators based on gathered
information to measure effectiveness of workplace OSH
policies and procedures
1.4. Receive OSH work instructions in accordance with
workplace policies and procedures
1.5. Compare Observed OSH practices with against approved
OSH work instructions
1.6. Assess findings regarding effectiveness based on OSH
work standards
2. Resource Implications The following resources should be provided:
2.1 Facilities, materials, tools and equipment necessary for
the activity
3. Methods of Assessment Competency in this unit may be assessed through:
3.1 Observation/Demonstration with oral questioning
3.2 Third party report
3.3 Written exam

4. Context for Assessment 4.1 Competency may be assessed in the work place or in a
simulated work place setting

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 35

 UNIT OF COMPETENCY : EVALUATE ENVIRONMENTAL WORK
PRACTICES

UNIT CODE : 400311326

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitude to
interpret environmental Issues, establish targets to
evaluate environmental practices and evaluate
effectiveness of environmental practices

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENTS Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Interpret 1.1 Environmental work 1.1 Environmental 1.1. Analyzing
environmental practices issues are Issues Environmental
practices, identified relevant to 1.2 Environmental Issues and
policies and work requirements Work Procedures Concerns
procedures 1.2 Environmental 1.3 Environmental 1.2. Critical thinking
Standards and Laws 1.3. Problem Solving
Procedures nature of 1.4 Environmental 1.4. Observation Skills
work are determined Hazardous and
based on Applicability to Non-Hazardous
nature of work Materials
1.3 Gaps in work practices 1.5 Environmental
related to Environmental required license,
Standards and registration or
Procedures are certification
identified
2. Establish 2.1. Relevant information are 2.1. Environmental 2.1. Investigative
targets to gathered necessary to Indicators Skills
evaluate determine environmental 2.2. Relevant 2.2. Critical thinking
environmental work targets Environment 2.3. Problem Solving
practices 2.2. Environmental Personnel or 2.4. Observation Skills
Indicators based on expert
gathered information are 2.3. Relevant
set to measure Environmental
environmental work Trainings and
targets Seminars
2.3. Indicators are verified
with appropriate
personnel

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 36

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENTS Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
3. Evaluate 3.1. Work environmental 1.1. Environmental 3.1 Documentation
effectiveness of practices are recorded Practices and Record
environmental based on workplace 1.2. Environmental Keeping Skills
practices standards Standards and
3.2 Critical thinking
3.2. Recorded work Procedures
environmental practices 3.3 Problem Solving
are compared against 3.4 Observation Skills
planned indicators
3.3. Findings regarding
effectiveness are
assessed and gaps
identified are
implemented based on
environment work
standards and
procedures
3.4. Results of environmental
assessment are
conveyed to appropriate
personnel

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 37

RANGE OF VARIABLES

VARIABLE RANGE
1. Environmental Practices Issues May include:
1.1 Water Quality
1.2 National and Local Government Issues
1.3 Safety
1.4 Endangered Species
1.5 Noise
1.6 Air Quality
1.7 Historic
1.8 Waste
1.9 Cultural
2. Environmental Indicators May include:
2.1 Noise level
2.2 Lighting (Lumens)
2.3 Air Quality - Toxicity
2.4 Thermal Comfort
2.5 Vibration
2.6 Radiation
2.7 Quantity of the Resources
2.8 Volume

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 38

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Identified environmental issues relevant to work requirements
1.2. Identified gaps in work practices related to Environmental
Standards and Procedures
1.3. Gathered relevant information necessary to determine
environmental work targets
1.4. Set environmental indicators based on gathered information
to measure environmental work targets
1.5. Recorded work environmental practices are recorded based
on workplace standards
1.6. Conveyed results of environmental assessment to
appropriate personnel
2. Resource Implications The following resources should be provided:
2.1 Workplace/Assessment location
2.2 Legislation, policies, procedures, protocols and local
ordinances relating to environmental protection
2.3 Case studies/scenarios relating to environmental protection
3. Methods of Assessment Competency in this unit may be assessed through:
3.1 Written/ Oral Examination
3.2 Interview/Third Party Reports
3.3 Portfolio (citations/awards from GOs and NGOs,
certificate of training – local and abroad)
3.4 Simulations and role-plays
4. Context for Assessment 4.1 Competency may be assessed in actual workplace or
at the designated TESDA center.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 39

 UNIT OF COMPETENCY : FACILITATE ENTREPRENEURIAL SKILLS FOR
MICRO-SMALL-MEDIUM ENTERPRISES (MSMEs)

UNIT CODE : 400311327

UNIT DESCRIPTOR : This unit covers the outcomes required to build, operate and grow
a micro/small-scale enterprise.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Develop and 1.1 Appropriate business 1.1 Business models 1.1 Basic bookkeeping/
maintain micro- strategies are and strategies accounting skills
small-medium determined and set for 1.2 Types and 1.2 Communication
enterprise the enterprise based on categories of skills
(MSMEs) skills current and emerging businesses 1.3 Building relations
in the business environment. 1.3 Business with customer and
organization 1.2 Business operations are operation employees
monitored and controlled 1.4 Basic 1.4 Building
following established Bookkeeping competitive
procedures. 1.5 Business advantage of the
1.3 Quality assurance internal controls enterprise
measures are 1.6 Basic quality
implemented consistently. control and
1.4 Good relations are assurance
maintained with concepts
staff/workers. 1.7 Government and
1.5 Policies and procedures regulatory
on occupational safety processes
and health and
environmental concerns
are constantly observed.
2. Establish and 2.1 Good customer relations 2.1 Public relations 2.1 Building customer
maintain client- are maintained concepts relations
base/market 2.2 New customers and 2.2 Basic product 2.2 Individual
markets are identified, promotion marketing skills
explored and reached out strategies 2.3 Using basic
to. 2.3 Basic market advertising
2.3 Promotions/Incentives are and feasibility (posters/ tarpaulins,
offered to loyal customers studies flyers, social media,
2.4 Additional products and 2.4 Basic business etc.)
services are evaluated ethics
and tried where feasible.
2.5 Promotional/advertising
initiatives are carried out
where necessary and
feasible.
3. Apply budgeting 3.1 Enterprise is built up and 3.1 Cash flow 3.1 Setting business
and financial sustained through management priorities and
strategies

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 40

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
management judicious control of cash 3.1 Basic financial 3.2 Interpreting basic
skills flows. management financial statements
3.2 Profitability of enterprise 3.2 Basic financial 3.3 Preparing business
is ensured though accounting plans
appropriate internal 3.3 Business internal
controls. controls
3.3 Unnecessary or lower-
priority expenses and
purchases are avoided.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 41

RANGE OF VARIABLES

VARIABLE RANGE
1. Business strategies May include:
1.1. Developing/Maintaining niche market
1.2. Use of organic/healthy ingredients
1.3. Environment-friendly and sustainable practices
1.4. Offering both affordable and high-quality products and
services
1.5. Promotion and marketing strategies (e. g., on-line
marketing)
2. Business operations May include:
2.1 Purchasing
2.2 Accounting/Administrative work
2.3 Production/Operations/Sales
3. Internal controls May include:
3.1 Accounting systems
3.2 Financial statements/reports
3.3 Cash management

4. Promotional/Advertising May include:

initiatives 4.1 Use of tarpaulins, brochures, and/or flyers
4.2 Sales, discounts and easy payment terms
4.3 Use of social media/Internet
4.4 “Service with a smile”
4.5 Extra attention to regular customers

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 42

EVIDENCE GUIDE

1. Critical aspects Assessment requires evidence that the candidate :

of competency 1.1 Demonstrated basic entrepreneurial skills
1.2 Demonstrated ability to conceptualize and plan a
micro/small enterprise
1.3 Demonstrated ability to manage/operate a
micro/small-scale business
2. Resource The following resources should be provided:
Implications 2.1 Simulated or actual workplace
2.2 Tools, materials and supplies needed to demonstrate
the required tasks
2.3 References and manuals
3. Methods of Competency in this unit may be assessed through :
Assessment 3.1 Written examination
3.2 Demonstration/observation with oral questioning
3.3 Portfolio assessment with interview
3.4 Case problems
4. Context of 1.1 Competency may be assessed in workplace or in a
Assessment simulated workplace setting
1.2 Assessment shall be observed while tasks are being
undertaken whether individually or in-group

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 43

 COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

UNIT CODE : TRS311201

UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills required to
access, increase and update industry knowledge. It includes seek
information on the industry and update industry knowledge.

PERFORMANCE
ELEMENT CRITERIA REQUIRED REQUIRED
Italicized terms are KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Seek 1.1 Sources of 1.1 Introduction to 1.1 Ready skills needed
information on information on the Tourism industry to access industry
the industry industry are 1.1.1Role of information
correctly identified government, 1.2 Basic competency
and accessed business and private skills needed to
1.2 Information to sector access the internet
assist effective 1.1.2 Civil society and
work performance community
is obtained in line 1.2 Overview of quality
with job assurance in the
requirements industry
1.3 Specific information 1.3 Industry information
on sector of work is sources
accessed and
updated
1.4 Industry information
is correctly applied
to day-to-day work
activities
2. Update 2.1 Informal and/or 2.1 Role of individual 2.1 Time management
industry formal research is staff members 2.2 Ready skills needed
knowledge used to update 2.2 Industry information to access industry
general knowledge sources information
of the industry
2.2 Updated knowledge
is shared with
customers and
colleagues as
appropriate and
incorporated into
day-to-day working
activities

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 44

 PERFORMANCE
ELEMENTS CRITERIA REQUIRED REQUIRED
Italicized terms are KNOWLEDGE SKILLS
elaborated in the Range of
Variables
3. Develop and 3.1 Local knowledge is 1.1 Role of individual 3.1 Time management
update local developed to assist staff members 3.2 Ready skills needed
knowledge queries on 1.2 Industry information to access industry
local/national sources information
tourism industry
3.2 Local knowledge is
updated using
informal and/or
formal research
3.3 Contact with local
communities is
maintained
4. Promote 4.1 Promotional 4.1 Promotional 4.1 Applying selling
products and initiatives are initiatives skills
services to described that
customer maybe used to
promote products
and services
4.2 Selling skills are
applied according to
customer needs

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 45

 RANGE OF VARIABLES

VARIABLE RANGE
1. Information sources May include :
1.1 Media
1.2 Reference books
1.3 Libraries
1.4 Unions
1.5 Industry associations
1.6 Industry journals
1.7 Internet
1.8 Personal observation and experience

2. Information to assist May include:

effective work 2.1 Different sectors of the industry and the
performance services available in each sector
2.2 Relationship between tourism and
hospitality
2.3 Relationship between the industry and
other industries
2.4 Industry working conditions
2.5 Legislation that affects the industry
• Liquor
• Health and safety
• Hygiene
• Gaming
• Workers compensation
• Consumer protection
• Duty of care
• Building regulations
2.6 Trade unions
2.7 Environmental issues and requirements
2.8 Industrial relations issues and major
organizations
2.9 Career opportunities within the industry
2.10 Work ethic required to work in the
industry and industry expectations of staff
2.11 Quality assurance

3. Informal and formal May include:

research 3.1 Discussions with colleagues, management and
customers
3.2 Reading internal enterprise material about
products and services
3.3 Familiarity with customer comments including
complaints

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 46

 3.4 Reading and researching product data and
information
3.5 Conducting internal testing to determine quality
and differentials
3.6 General media research
3.7 Developing and analyzing responses to
questionnaires
3.8 Reading surveys and ratings
4. Promotional initiatives May include:
4.1 Media campaigns
4.2 Internal promotions, including static displays,
demonstrations, tastings, videos, competitions,
packages, events

EVIDENCE GUIDE

Assessment requires evidence that the candidate:

1. Critical aspects of
competency 1.1 Knew key sources of information on the industry
1.2 Updated industry knowledge
1.3 Accessed and used industry information
1.4 Developed and updated local knowledge
1.5 Promoted products and services
The following resources should be provided:
2. Resource implications
2.1 Sources of information on the industry
2.2 Industry knowledge
Competency in this unit may be assessed
3. Methods of assessment
through:
3.1 Interview/questions
3.2 Practical demonstration
3.3 Portfolio of industry information related to
trainee’s work
4.1 Competency assessment may occur in workplace
4. Context for assessment
or any appropriately simulated environment.
4.2 Assessment may be performed on multiple
occasions involving a combination of direct,
indirect and supplementary forms of evidence.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 47

UNIT OF COMPETENCY : RECEIVE AND RESOLVE CUSTOMER COMPLAINTS

UNIT CODE : TRS141201

UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to
receive and resolve customer complaints in a range of
settings within the hospitality industry workplace context.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
1. Identify and 1.1 Verbal complaint, 1.1 Communication 1.1 Questioning and
analyse the using active listening techniques communication skills
complaint and empathy 1.2 Anger management 1.2 Research skills
techniques is received techniques and 1.3 Analytical skills
and accurately conflict resolution 1.4 Identifying relevant
recorded techniques information
1.2 The exact nature of 1.3 Customer complaints 1.5 Compilation and
the customer 1.4 Records and classification of
complaint are documentation information and data
identified through 1.5 Enterprise’s policies 1.6 Networking skills
appropriate and procedures 1.7 Handling complaints
communication 4
techniques
1.3 Register or complaint
file/s in accordance
with the requirements
of the enterprise
information system
are maintained
2. Respond to 2.1 Complaints in 2.1 Communication 2.1 Questioning and
complaints accordance with techniques communication skills
organizational 2.2 Anger management 2.2 Analytical skills
standards, policies techniques and 2.3 Identifying relevant
and procedures are conflict resolution information
processed techniques 2.4 Compilation and
2.2 Documentation in 2.3 Customer complaints classification of
relation to complaints 2.4 Records and information and data
is obtained and documentation 2.5 Networking skills
reviewed 2.5 Enterprise’s policies 2.6 Processing
2.3 Register of and procedures complaints
complaints/disputes
are updated

3. Determine and 3.1 Options to resolve the 3.1 Communication 3.1 Questioning and
agree upon complaint within techniques communication skills
appropriate enterprise policy, 3.2 Anger management 3.2 Analytical skills
action to resolve procedures and techniques and
complaint conflict resolution

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
guidelines are techniques to resolve 3.3 Ability to research
identified and reviewed customer complaints industry information
3.2 Action to resolve the 3.3 Communicate sources
complaint with the effectively with all 3.4 Identifying relevant
customer is agreed relevant people information
and confirmed. throughout the 3.5 Compilation and
3.3 A commitment to the complaint resolution classification of
customer to resolve process information and data
the complaint is 3.4 Written complaints 3.6 Networking skills
demonstrated 3.5 Workplace records 3.7 Resolving complaint
3.4 Customer is and documentation.
informed on the 3.6 Enterprise’s policies
outcome of and procedures in
investigation of regard to receiving
complaint investigation and resolving
customer complaints

4. Refer complaints 4.1 Complaints that 4.1 Communication 4.1 Questioning and
require referral to techniques communication skills
other personnel or 4.2 Anger management 4.2 Analytical skills
external bodies are techniques and 4.3 Ability to research
identified conflict resolution industry information
4.2 Complaint to techniques to resolve sources
appropriate customer complaints 4.4 Identifying relevant
personnel for follow- 4.3 Communicate information
up in accordance with effectively with all 4.5 Compilation and
individual level of relevant people classification of
responsibility are throughout the information and data
referred complaint resolution 4.6 Networking skills
4.3 All necessary process
documentation 4.4 Written complaints
including investigation 4.5 Workplace records
reports to appropriate and documentation.
personnel are 4.6 Enterprise’s policies
forwarded and procedures in
4.4 Complaints which regard to receiving
cannot be resolved to and resolving
an appropriate person customer complaints
are referred

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 49

RANGE OF VARIABLES

VARIABLE RANGE
1 Complaint May include:
1.1 Any expression of dissatisfaction with food and beverage
products or food service by a customer
1.2 Written complaints, e.g. Letter, email, complaint and/or
feedback form
1.3 Verbal, face-to-face, complaints
1.4 Verbal complaints over the telephone
2. Appropriate May include:
communication techniques 2.1 The use of active listening
2.2 The use of both open and closed questions
2.3 Speaking clearly and concisely
2.4 Using appropriate language and tone of voice
2.5 Giving customers full attention
2.6 Maintaining eye contact in face-to face interactions
2.7 Appropriate non-verbal communication in face-to-face
interactions, e.g. Body language, attention and personal
presentation
2.8 and should include:
2.9 Conflict resolution techniques
2.10 Anger management techniques
2.11 Observation of personal safety
3. Organizational standards, May include:
policies and procedures 3.1 Complaints procedures
3.2 Organisational standard report forms
3.3 Job descriptions
3.4 Code of ethics
3.5 Quality systems, standards and guidelines
3.6 Insurance/liabilities policies
4. Documentation May include:
4.1 Letters of complaint
4.2 Customer feedback forms outlining complaints, such as
paper-based customer satisfaction questionnaires,
internet-based customer satisfaction questionnaires
4.3 Complaint emails
5. Options May include:
5.1 Options that satisfy the customer
5.2 Options that partially satisfy the customer
5.3 Options that do not satisfy the customer.
5.4 and should include:
5.5 Options that reflect enterprise policy, procedures and
guidelines.
6. Inform customer of May include:
outcome 6.1 Providing documentation and/or evidence that supports
customer complaint

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 50

 VARIABLE RANGE
6.2 Providing documentation and/or evidence that does not
support customer complaint.
6.3 Information (verbal or written) that directly relates to the
complaint being investigated
6.4 Information (verbal or written) that is presented in a calm
and accurate manner
7. Appropriate person May include:
7.1 Immediate superior within the organisational hierarchy
7.2 Specialist customer service staff
7.3 External bodies

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 EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Demonstrated ability to apply anger management
techniques
1.2 Demonstrated ability to apply conflict resolution
techniques
1.3 Demonstrated ability to use effective communication
skills to accurately determine the nature of complaints
1.4 Demonstrated ability to obtain written and verbal
information relevant to the complaint
1.5 Demonstrated ability to working with enterprise policies
and procedures to resolve customer complaints
1.6 Demonstrated ability to initiate escalation procedures at
an appropriate time within the complaint resolution
process
1.7 Demonstrated ability to maintain effective communication
lines with customers, other personnel and management
in order to resolve customer complaints quickly
1.8 Demonstrated ability to apply knowledge of different
cultures and cultural characteristics appropriately in
communications with customers and colleagues from
diverse backgrounds
2. Resource Implications The following resources should be provided:
Training and assessment to include access to a real or
simulated workplace; and access to workplace customer
service standards, procedures, policies, guidelines, tools and
equipment and in particular those procedures, policies and
guidelines that guide effective complaint resolution.
3. Method of Assessment 5 Competency in this unit may be assessed through:
3.1 Case studies
3.2 Observation of practical candidate performance
3.3 Oral and written questions
3.4 Portfolio evidence
3.5 Problem solving
3.6 Role plays
3.7 Third party reports completed by a supervisor
3.8 Project and assignment work.
4. 4. Context of Assessment 4.1 Competency may be assessed in actual workplace or at
the designated TESDA Accredited Assessment Center.

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UNIT OF COMPETENCY : WORK COOPERATIVELY IN A GENERAL ADMINISTRATION
ENVIRONMENT

UNIT CODE : TRS141202

UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to work
cooperatively in a general administration environment in a range
of settings within the labor divisions of the hospitality industry.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Develop 1.1 Relationships with 1.1 Principles of 1.1 Questioning and
effective team team members and effective communication
relationships promote benefits of communication skills skills
cooperative work 1.2 Feedback 1.2 Research skills
consistent with techniques and 1.3 Analytical skills
organizational goals team building 1.4 Ability to research
and objectives are techniques to build industry information
developed and and maintain sources
maintained interpersonal 1.5 Identifying relevant
1.2 Responsibilities and relationships within information
assignments in a a designated work 1.6 Compilation and
positive manner to group or team classification of
promote effective 1.3 Communicate information and
relationships within the effectively with a data
work group are range of people 1.7 Networking skills
undertaken relevant to position
1.3 Courteous and and role
appropriate 1.4 Customer relations
communication with 1.5 Enterprise’s policies
others in a manner, and procedures in
which reflects resolving complaints
sensitivity to individual and conflict
social and cultural
differences in
accordance with
organizational
requirements, are
conducted
1.4 Communication
techniques to relay
information in a clear
and concise manner
are used
1.5 Language and tone
appropriate to a
particular audience,
purpose and situation,

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are KNOWLEDGE SKILLS
elaborated in the Range of
Variables
taking into account the
relevant factors
involved are used
1.6 Issues that may lead
to, or involve conflict
with team members, or
refer to appropriate
persons are
recognized and
discussed
1.7 Routine workplace
documentation is
completed accurately
and in a timely manner
2. Participate in 2.1 Individual 2.1 Principles of 2.1 Questioning and
team responsibilities within effective communication
assignments the workgroup in communication skills
accordance with skills 2.2 Research skills
organisational 2.2 Feedback 2.3 Analytical skills
requirements are techniques and 2.4 Ability to research
identified and met team building industry information
2.1 Cultural differences techniques to build sources
within the team are and maintain 2.5 Identifying relevant
recognized and interpersonal information
accommodated relationships within 2.6 Compilation and
a designated work classification of
group or team information and
2.3 Communicate data
effectively with a 2.7 Networking skills
range of people
relevant to position
and role
2.4 Customer relations
2.5 Enterprise’s policies
and procedures in
resolving
complaints and
conflict
3. Contribute to 3.1 Both internal 3.1 Principles of 3.1 Questioning and
team customer and effective communication
development external customer communication skills skills
needs and 3.2 Feedback 3.2 Research skills
expectations in techniques and 3.3 Analytical skills
accordance with team building 3.4 Ability to research
organization techniques to build industry information
standards, policies and maintain sources
and procedures and interpersonal 3.5 Identifying relevant
relationships within information

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 PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are KNOWLEDGE SKILLS
elaborated in the Range of
Variables
within acceptable time a designated work 3.6 Compilation and
frames are met group or team classification of
3.2 Encouragement and 3.3 Communicate information and
support to other team effectively with a data
members to identify range of people 3.7 Networking skills
and organise relevant to position
professional and role
development 3.4 Customer relations
opportunities are 3.5 Enterprise’s policies
given and procedures in
3.3 Formal feedback and resolving complaints
informal feedback on and conflict
individual and team
performance regularly
from colleagues and
supervisors to identify
and implement
improvements to
products, services,
processes or outcomes
are sought
3.4 Personal work
standards in a manner
that supports the
workgroup and
organisational
requirements are
maintained
3.5 Positive contributions to
the planning process to
improve work practices
are made
3.6 Non-discriminatory
attitudes and
language when
interacting with
customers, staff and
management,
consistently are used

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 55

RANGE OF VARIABLES

VARIABLE RANGE
1. Team members May Include:
1.1 Specific groups of employees assigned to complete
designated tasks, or to work together
1.2 The organization as a whole
1.3 Individual branches
1.4 Individual work sections
2. Organizational goals May Include:
and objectives 2.1 Reporting deadlines
2.2 Budgetary targets
2.3 Team participation
2.4 Team and individual learning goals
2.5 Professional development
3. Responsibility May Include:
3.1 Obeying lawful orders
3.2 Confidentiality and privacy requirements
3.3 Safety and care with respect to occupational safety and
health requirements
3.4 Terms and conditions of own employment
3.5 Responsibility of providing a safe environment, free from
discrimination and sexual harassment
4. Appropriate May Include:
communication 4.1 Using active listening
4.2 Using both open and closed questions
4.3 Speaking clearly and concisely
4.4 Using appropriate language and tone of voice
4.5 Being attentive
4.6 Maintaining eye contact in face-to face interactions
4.7 Using appropriate non-verbal communication in face-to-face
interactions, e.g. Body language, attention and personal
presentation
5. Social and cultural May Include:
differences 5.1 Language
5.2 Traditional practices and observations
5.3 Beliefs, values, practices
5.4 Food, diet
5.5 Dress
5.6 Religious and spiritual observances
5.7 Social conventions
5.8 Cultural stereotypes
5.9 Conventions of gender/sexuality
6. Organizational May Include:
requirements 6.1 Legal and organizational policy and procedures, including
personnel practices and guidelines
6.2 Organizational goals, objectives, plans, systems and
processes

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 VARIABLE RANGE
6.3 Legislation relevant to the operation, incident and/or
response
6.4 Employer and employee rights and responsibilities
6.5 Business and performance plans
6.6 Policies and procedures relating to own role, responsibility
and delegation
6.7 Quality and continuous improvement processes and
standards
6.8 Client service standards
6.9 Defined resource parameters
7. Language and tone May Include:
7.1 Using simple, concise language that can be easily
understood by the audience
7.2 Using appropriate tone, i.e. not patronizing, not too loud, not
too soft, not yelling, not angry
8. Conflict May Include:
8.1 Group conflict
8.2 Conflict with individuals
8.3 Conflict with co-workers
9. Appropriate persons May Include:
9.1 Supervisors, managers
9.2 Colleagues
9.3 Human resource personnel
9.4 Members of the public
9.5 Clients
10. Workplace May Include:
documentation 10.1 Letters
10.2 Memos
10.3 Faxes
10.4 Emails
10.5 Invoices and purchase orders
10.6 Policies and procedures
11. Cultural differences May Include:
11.1 Forms of address
11.2 Levels of formality, or informality
11.3 Non-verbal behavior
11.4 Work ethics
11.5 Personal grooming
11.6 Family obligations
11.7 Recognized holidays
11.8 Special needs
11.9 Preferences for personal interactions

12. Internal customer May Include:

12.1 Colleagues working in another department
12.2 Team members
12.3 Supervisor or managers

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 VARIABLE RANGE
13. External customer May Include:
13.1 Suppliers
13.2 People who buy the goods and services the enterprise sells
14. Organization May Include:
standards, policies 14.1 Complaints procedures
and procedures 14.2 Organizational standard report forms
14.3 Job descriptions
14.4 Code of ethics
14.5 Quality systems, standards and guidelines
15. Professional May Include:
development 15.1 Coaching, mentoring and/or supervision
opportunities 15.2 Formal and/or informal learning programs
15.3 Internal and/or external training provision
15.4 Work experience and exchange opportunities
15.5 Personal study
15.6 Career planning and development
15.7 Performance appraisals
15.8 Workplace skills assessment
15.9 Quality assurance assessments and recommendations
16. Formal feedback May Include:
16.1 360-degree assessment
16.2 Customer satisfaction surveys/forms
16.3 Team evaluations
16.4 Performance reviews/appraisals
16.5 Workplace assessment
17. Informal feedback May Include:
17.1 Critical incident reviews
17.2 Impromptu questioning of customers to obtain view of
products and/or service provided
17.3 Chance discussions with customers
17.4 Coaching and mentoring
17.5 Seeking the opinions of others
17.6 Comments from supervisors, colleagues or clients
17.7 Personal, reflective behavior strategies
18. Non-discriminatory May Include:
attitudes and 18.1 Language in relation to race and ethnicity
language 18.2 Not making assumptions about physical or intellectual
abilities
18.3 The use of non-discriminatory language in relation to the
portrayal of people with disabilities
18.4 Using and gender inclusive language

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EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Demonstrated ability to apply active listening techniques
1.2 Demonstrated ability to use effective communication skills
to build and maintain interpersonal relationships within a
designated work group or team
1.3 Demonstrated ability to apply the principles of good
teamwork to assist self and others to complete
assignments within designated timeframes
1.4 Demonstrated ability to interpret and comply with a range
of legislative and procedural requirements relevant to
security operations
1.5 Demonstrated ability to actively seek and interpret
feedback on quality of work performance and identify
opportunities for professional development to develop and
improve future career options
1.6 Demonstrated ability to communicate in a clear, concise
and accurate manner which reflects sensitivity to individual
social and cultural differences
2. Resource Implications The following resources should be provided:
2.1 Training and assessment to include access to a real or
simulated workplace; and access to workplace
standards, procedures, policies, guidelines, tools and
equipment
3. Method of Assessment Competency in this unit may be assessed through:
3.1 Case studies
3.2 Observation of practical candidate performance
3.3 Oral and written questions
3.4 Portfolio evidence
3.5 Problem solving
3.6 Role plays
3.7 Third party reports completed by a supervisor
3.8 Project and assignment work
4. Context of Assessment 4.1 Competency may be assessed in actual workplace or at
the designated TESDA Accredited Assessment Center.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 59

UNIT OF COMPETENCY : MAINTAIN QUALITY CUSTOMER/GUEST
SERVICE

UNIT CODE : TRS141203

UNIT DESCRIPTOR : This unit deals with the skills and knowledge
required to maintain a quality customer/guest
service within the hotel and travel industries.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
1. Identify customer/ 1.1 Options to improve 1.1 Principles of 1.1 Questioning and
guest service levels are effective communication skills
requirements identified communication skills 1.2 Research skills
1.2 Needs of customers 1.2 Business 1.3 Analytical skills
and/or guests are environment in 1.4 Ability to research
researched and which the hotel and industry information
assessed travel industry sources
1.3 Deficiencies in operates, including 1.5 Identifying relevant
service delivery are major current information
identified by customer relations 1.6 Compilation and
conducting data and management classification of
analysis issues as information and data
appropriate to the 1.7 Networking skills
industry sector
1.3 Principles of
customer service
1.4 Organization's
business structure,
products and
services and
organization's policy
and procedures for
customer service,
including handling
customer complaints
1.5 Product and service
standards and best
practice models
1.6 Common problems
relating to customer
service
1.7 Consultation
methods, techniques
and protocols

1.8 Research and or

evidence and

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
feedback gathering
techniques.
2. Ensure delivery 2.1 Colleagues to meet 2.1 Principles of 2.1 Questioning and
of quality and exceed customer effective communication skills
products/ service standards by communication skills 2.2 Research skills
services providing appropriate 2.2 Business 2.3 Analytical skills
professional environment in 2.4 Ability to research
development are which the hotel and industry information
assisted travel industry sources
2.2 Products/services are operates, including 2.5 Identifying relevant
ensured to meet major current information
customers’ needs and customer relations 2.6 Compilation and
reflect enterprise and management classification of
standards issues as information and data
2.3 Consistently ensure appropriate to the 2.7 Networking skills
products/services industry sector
meet customer needs 2.3 Principles of
and reflect enterprise customer service
standards 2.4 Organization's
business structure,
products and
services and
organization's policy
and procedures for
customer service,
including handling
customer complaints
2.5 Product and service
standards and best
practice models
2.6 Common problems
relating to customer
service
2.7 Consultation
methods, techniques
and protocols
2.8 Research and or
evidence and
feedback gathering
techniques

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range
of Variables
3. Evaluate 3.1 Systems, records and 3.1 Principles of 3.1 Questioning and
customer service reporting procedures effective communication skills
in order to identify and communication skills 3.2 Research skills
report on any changes 3.2 Business 3.3 Analytical skills
in customer environment in 3.4 Ability to research
satisfaction are which the hotel and industry information
compared travel industry sources
3.2 Customer service operates, including 3.5 Identifying relevant
evaluation outcomes major current information
are evaluated and customer relations 3.6 Compilation and
reported to and management classification of
designated groups issues as information and data
or individuals appropriate to the 3.7 Networking skills.
3.3 An agreement on industry sector
appropriate courses of 3.3 Principles of
action to overcome customer service
problems is obtained 3.4 Organization's
upon consultation with business structure,
designated products and
individuals/groups services and
organization's policy
and procedures for
customer service,
including handling
customer complaints
3.5 Product and service
standards and best
practice models
3.6 Common problems
relating to customer
service
3.7 Consultation
methods, techniques
and protocols
3.8 Research and or
evidence and
feedback gathering
techniques

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 RANGE OF VARIABLES

VARIABLE RANGE
1. Service levels May include:
1.1 Service quality
1.2 Customer satisfaction
1.3 Staff attitude
1.4 Appearance of venue, staff, etc.
1.5 Atmosphere of venue
1.6 Responsiveness of staff to customer requests
1.7 Delivery times
1.8 Prices or costs
1.9 Product or service availability
1.10 Courtesy and politeness
2. Appropriate professional May include:
development 2.1 Mentoring
2.2 Coaching
2.3 Training
2.4 Peer support
3. Evaluate and report on May include:
customer service 4.1 Service quality evaluations
4.2 Customer satisfaction evaluations
4.3 Industry benchmarking
4. Designated groups or May include:
individuals 5.1 Managers
5.2 Supervisors
5.3 Marketing personnel

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EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Demonstrated ability to identify the needs and priorities
of the organization delivering services to
customers/guests
1.2 Demonstrated ability to distinguish between customer
requirements and customer satisfaction
1.3 Demonstrated ability to provide constructive advice on
customer/guest service practices
1.4 Demonstrated ability to respond to and report on
customer feedback
1.5 Demonstrated ability to design strategies to improve
delivery of products and services
1.6 Consistency of performance across a range of situations
that demonstrates knowledge, understanding and skill in
implementing the principles and practices of maintaining
quality customer/guest services
2. Resource Implications The following resources should be provided:
2.1 Training and assessment to include access to a real or
simulated workplace and relevant documentation, such
as strategic plans, information on the internal and
external operating environment and customer
satisfaction data; and access to workplace standards,
procedures, policies, guidelines, tools and equipment.
3. Method of Assessment Competency in this unit may be assessed through:
3.1 Case studies
3.2 Observation of practical candidate performance
3.3 Oral and written questions
3.4 Portfolio evidence
3.5 Problem solving
3.6 Role plays
3.7 Third party reports completed by a supervisor
3.8 Project and assignment work
4. Context of Assessment 4.1 Competency may be assessed in actual workplace or at
the designated TESDA Accredited Assessment Center.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 64

 CORE COMPETENCIES

UNIT OF COMPETENCY : RESEARCH INFORMATION RELEVANT TO THE DESTINATION

AND TOUR ITINERARY

UNIT CODE : TRS511307

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitude required to
access and research information about a regional destinations for
developing and completing the itinerary of a tour package.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Source 1.1 Research sources 1.1 Standard procedure 1.1 Gathering information
information and appropriate in gathering 1.2 Assessing the
methodologies are information about Sources of
selected based on specific information
the types of sites/attractions/ 1.3 Assessing information
information sought activities/ 1.4 Matching sourced
1.2 Essential accessibility/ information for
information on the accommodation/ visitors’ suitability and
regional amenities interests
destinations are 1.2 Definition and 1.5 Use of electronic
identified attributes of a tour resources for
1.3 Sites, sensory guide research
experiences, events 1.3 Types of information 1.6 Communication skills
and features of the 1.4 Sourced information
region are identified for visitors’ suitability ,
in consultation with and interests
other tour guides, 1.5 Sensory experiences
colleagues and 1.6 Local regulations
company officials and their impact on
1.4 Sites and sensory the tour itinerary
experiences are 1.7 Industry practices
assessed for client relevant to sites and
suitability sights
1.8 Knowledge of the
clients’ interest in
relation to the tour
itinerary
1.9 Industry practices in
the packaging of tour
products as
appropriate to
different sectors
1.10 Tour spiel formats

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 65

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1.11 Research
methodology

2. Arrange and file 2.1 Multiple topic 2.1 Sourced information 2.1 Classifying sourced
information components to responsibly information
create maximum 2.2 Tourism support 2.2 Preparing feedback
value and interest services report
are combined and 2.3 Types of filing 2.3 Use of electronic
integrated. systems resources for
2.2 Researched 2.4 Change of cost research
information is components 2.4 Communication
classified and filed 2.5 Feedback from skills
in a logical and visitors and
systematic manner. colleagues
2.3 Company officials 2.6 Legal requirements
are informed of 2.7 Local regulations
changes in costs of and their impact on
tour components. the tour itinerary
2.4 Revised cost 2.8 Knowledge of the
structures to include clients’ interest in
full details of all relation to the tour
changes, inclusions, itinerary
exclusions and add- 2.9 Industry practices in
ons are presented to the packaging of tour
company officials. products as
2.5 Changes in response appropriate to
to feedback from different sectors
visitors and
colleagues are
reviewed and
adjusted.
2.6 Legal requirements
are checked and
incorporated in the
files based on
national and local
statutes.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 66

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
3. Develop tour 3.1 Tour spiels are 3.1 Role of tour guide 3.1 Developing oral
scripts and developed in 3.2 Develop oral presentation
commentaries accordance with presentation 3.2 Selling optional
relevant to the requirements of 3.3 Oral presentation tours script
tour itinerary specific tour delivery 3.3 Identifying high
and/or the itineraries or 3.4 High sensory sensory
interest of the specific clients experiences experiences
clients 3.2 Appropriate 3.5 Tour script 3.4 Use of electronic
commentary and tour preparation resources for
spiels are prepared 3.6 Local regulations research
based on the research and their impact on 3.5 Communication
conducted. the tour itinerary skills
3.3 On a case-to-case 3.7 Industry practices 3.6 Spiel
basis, tour scripts are relevant to sites and constructions
tailored-fit to the sights sequencing and
interest of the clients. 3.8 Knowledge of the development
3.4 Commentary and tour clients’ interest in skills
scripts are made relation to the tour
acceptable to visitor itinerary
without political or 3.9 Industry practices in
religious attachments the packaging of tour
are developed. products as
3.5 Tour script and appropriate to
itineraries are different sectors
presented to
appropriate authorities
for approval prior to
implementation.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 67

RANGE OF VARIABLES

VARIABLE Range
1. Appropriate May include:
methodologies 1.1 Desk research
1.2 Personal contact with tourism authorities
1.3 Product suppliers
1.4 Distribution networks
1.5 Ocular inspections and sharing of information with industry
colleagues
2. Types of information May include:
2.1 Basic/essential
2.2 Tourism highlights
2.3 Support services
3. Essential information on May include:
the regional destinations 3.1 Climate and geography – location and major geo-physical
features; weather patterns of the locality; extreme weather
risk conditions and seasons
3.2 Environment, flora and fauna – an overview of native flora
and fauna and their characteristics; major natural
attractions and the key features in the locality; the natural
environment as a tourism asset: including environmental
concerns such as climate change, laws on protection and
conservation of the natural environment
3.3 History – overview of Philippine history and the history of
the region – main events, dates, characters and structures
3.4 Philippines and regional Indigenous Culture – art, theatre,
music and literature – key performer, writers and artists;
major works by the Filipinos and major cultural events;
including preservation of tangible and intangible cultural
heritage of indigenous people
3.5 Architecture – major styles and their proponents; Key
cultural structures in the locality.
3.6 Religion and Education – religious make-up Filipino
society; religious beliefs, practices and events in the
locality; K-12. Filipino as the national language; English as
a second language. Local languages
3.7 Government and governance – political units of
governance; political parties, major political figures,
current political issues, laws and ordinances
3.8 Transportation and other services – mainstream modes of
transport in the locality and the Philippines; other support:
banking services, communications, health, sanitation
3.9 Economy – key elements: agriculture, trade and industry.
Major local and Philippine products; current issues of the
economy; science and technology: key inventions or
discoveries including sustainable practices

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 68

 VARIABLE Range
3.10 Fruits, food, beverages and crafts. Best known local
national dishes and fruits. Native drinks and local
handicrafts.
3.11 Social structure, life style and Filipino family and social
values. “utang na loob” and “pakikisama”: including social
issues such as gender and development, protection of
children, and inclusiveness for people with different
abilities and the elderly: including laws on the protection of
women and children
3.12 Current Events
4. Sensory experiences May include:
4.1 Sight
4.2 Sound
4.3 Taste
4.4 Smell
4.5 Feel
5. Sites, events and May include:
features of the region 5.1 Man-made attractions and structures
5.2 Natural attractions and locations
5.3 Sites of historical events
5.4 Religious and cultural festivals
5.5 Conference and social events
5.6 Extraordinary natural formations
5.7 Special events or festivities
5.8 Indigenous peoples
5.9 Flora and fauna
5.10 Remote and inaccessible places
5.11 Special interest/activities
6. Assessing information May include:
6.1 Accessibility
6.2 Features, risks, benefits and significance
6.3 Environmental impact; historical value.
7. Classified researched May include:
information 7.1 Essential information
7.2 Major local natural and man-made sites and sights in the
destination and its environs
7.3 Tourism support services
8. Tour spiels May include:
8.1 General regional destinations spiels
8.2 Tour script for pre-set, fixed itinerary
8.3 Commentaries for ad hoc or tailored-fit to clients’ interest
9. Requirements of specific May include:
tour itineraries or specific 9.1 Accommodations, attractions, accessibility, budget,
clients product or service
9.2 Preference, time-constraints, cultural, political and
religious issues

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 69

 VARIABLE Range
9.3 Special interest integrated w/in a wider tour program (e.g.
Scuba diving, land-based or sea based)

EVIDENCE GUIDE

1. Critical Aspects of Assessment requires evidence that the candidate:

Competency 1.1 Identified essential information on the regional
destination
1.2 Selected research sources and appropriate
methodologies based on the types of information
sought
1.3 Arranged and filed information
1.4 Developed tour scripts and commentaries relevant to
the tour itinerary and/or the interest of the clients
1.5 Followed workplace safety practices and hygienic
procedures
1.6 Communicated effectively with others to ensure
effective work operation
1.7 Demonstrated knowledge of the components of the
tour or tour itinerary product
1.8 Demonstrated working knowledge of the client’s profile
1.9 Demonstrated awareness of women and child
exploitation situations and indicators

2. Resource Implications The following resources should be provided:

2.1 Research sources
2.2 Appropriate research methodologies
2.3 Samples essential information of other destinations
2.4 Picture-slide of tourist attraction
3. Methods of Assessment Competency in this unit may be assessed through:
3.1 Direct observation with oral questioning
3.2 Demonstration on how to plan and conduct a tour visit
to a sites and sights in the region
3.3 Review of portfolios of evidence

4. Context for Assessment 4.1 Competency may be assessed in actual workplace or

at the designated TESDA accredited assessment
center

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 70

UNIT OF COMPETENCY : OVERSEE REGIONAL TOUR ARRANGEMENTS FOR CLIENTS

UNIT CODE : TRS511308

UNIT DESCRIPTOR : This unit describes the performance outcomes, skills and
knowledge required to oversee the regional tour arrangements
included in the tour itinerary and making provisions for
additional changes and revisions as contracted by a tour
operator or tour organizer.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Perform pre- 1.1 Inclusions of the tour 1.1 Tour components 1.1 Checking tour
arrival checks itinerary are reservation components in the
determined as to the 1.2 Tour vouchers and itinerary
clients exchange orders 1.2 Noting and advising
requirements 1.3 Cash advances changes to the suppliers
1.2 Tours components 1.4 Tour documents including local guide
that are for the 1.5 Check-in and check- services
visitors’ personal out procedures 1.3 Collecting and checking
account are 1.5.1 Transportation tour vouchers and
determined based company exchange orders
on company policy 1.5.2 Lodging 1.4 Collecting cash
1.3 Reserved tour establishment advances
components are 1.5.3 Any other 1.5 Communication skills
verified and changes establishment 1.6 Decision-making and
affected as 1.6 Standard Operating problem solving skills
necessary Procedures
1.4 Required tour 1.7 Knowledge of room
documents and categories, room
cash advances are types and published
collected as rates and the
necessary. schedules of
airlines, shipping
companies, bus /
train companies
1.8 Knowledge of other
suppliers’ locations,
amenities, service,
facilities, highlights
and rates including
local guide services
1.9 Local/municipal
travel tour regulation
and ordinances
1.10 Cultural
sensitivity

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 71

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
awareness and
practices
1.11 Health and
Safety Guidelines
issued by concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
1.12 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)

2. Coordinate 2.1 Delivery of tour 2.1 Role of the tour 2.1 Checking the delivery of
regional tour components are guide tour components
arrangements supervised in 2.2 Delivery of tour 2.2 Determining money due
accordance with tour components and money payable to
arrangements 2.3 Payable to clients or clients or suppliers
2.2 Delivery compliance suppliers 2.3 Providing information on
by suppliers of 2.4 Information on suppliers services,
reserved tour suppliers services, amenities and facilities
components are amenities and 2.4 Facilitating visitor’s
checked facilities requests for optional
2.3 Monitoring and 2.5 Visitor’s request services with the local
recording of money 2.6 Check-in and check- guide
paid or account due to out procedures 2.5 Communication skills
and from visitors 2.6.1 Transportation 2.6 Decision-making and
and/or suppliers are company problem solving skills
conducted based on 2.6.2 Lodging
enterprise instructions establishment
and procedures 2.6.3 Any other
2.4 Relevant information establishment
on the suppliers’ 2.7 Standard Operating
services, amenities Procedures
and facilities are 2.8 Knowledge of room
provided categories, room
2.5 Optional visitors’ types and published
requests from rates and the
suppliers are schedules of
facilitated airlines, shipping
2.6 Visitors are politely companies, bus /
reminded to pay for all train companies
expenses which are 2.9 Knowledge of other
suppliers’ locations,

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 72

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
not part of the tour amenities, service,
package facilities, highlights
and rates
2.10 Local/municipal
travel tour regulation
and ordinances
2.11 Accommodations,
restaurants,
shopping sites and
tourism-related
establishments in
the
locality/destination
2.12 Health and
Safety Guidelines
issued by concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
2.13 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)

3. Resolve 3.1 Resolution of 3.1 Enterprise Standard 3.1 Evaluating the

complaints complaints with Operating validity of the
and suppliers and other Procedures for visitor’s complaint
emergency concerns are given complaints and 3.2 Seeking and
situations assistance based on emergencies applying suitable
enterprise policy with 3.2 Visitor’s complaints solutions to the
the local guide. 3.3 Different solutions situation in
3.2 Emergency in resolving cooperation with the
situations are complaints local guide
handled as deemed 3.4 Government 3.3 Informing
necessary and agencies, required government
appropriate solutions information and authorities as and
are determined and documentation when necessary
applied. needed for 3.4 Documenting and
3.3 Government emergency reporting the
authorities concerned situations complaints
are notified about the 3.5 Check-in and check- 3.5 Communication
crisis situation out procedures skills
whenever necessary. 3.5.1 Transportation
company

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 73

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
3.4 Tour operator or tour 3.5.2 Lodging 3.6 Decision-making
organizer is notified establishment and problem solving
about the emergency 3.5.3 Any other skills
situation. establishment
3.5 All incidents are 3.6 Knowledge of room
documented in the categories, room
final report. types and published
rates and the
schedules of
airlines, shipping
companies, bus /
train companies
3.7 Knowledge of other
suppliers’ locations,
amenities, service,
facilities, highlights
and rates
3.8 Local/municipal
travel tour regulation
and ordinances
3.9 Accommodations,
restaurants,
shopping sites and
tourism-related
establishments in
the
locality/destination
3.10 Health and
Safety Guidelines
issued by concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
3.11 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)
4. Evaluate 4.1 Staff performance 4.1 Active listening 4.1 Questioning and
performance assessment is techniques communication skills
of service conducted 4.2 Record keeping 4.2 Analytical skills
provider’s staff 4.2 Staff performance 4.3 Assessment process 4.3 Identifying relevant
feedback is relayed to 4.4 Enterprise’s policies information
individual and procedures

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 74

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
4.5 Appropriate
performance
assessment
4.6 Health and Safety
Guidelines issued by
concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
4.7 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)
5. Performs post- 5.1 Revision and 5.1 Basic Accounting 5.1 Reviewing, summarizing
departure cancellation of 5.2 Complaints and and reporting the
activities services rendered are emergency services rendered
reported in situations 5.2 Accounting and
accordance with 5.3 Check-in and check- reporting additional
enterprise guidelines out procedures revenues and expenses
and procedures 5.3.1 Transportation incurred
5.2 Additional revenues or company 5.3 Summarizing and
expenses incurred are 5.3.2 Lodging reporting complaints
accounted for establishment and emergency
5.3 Complaints and 5.3.3 Any other situations
commendations are establishment 5.4 Reporting and
reported based on 5.4 Standard Operating submitting expenses
enterprise policy Procedures incurred in connection
5.4 Financial and 5.5 Knowledge of room with the tour itinerary
administrative reports categories, room 5.5 Communication skills
in connection with tour types and published 5.6 Decision-making and
itinerary are prepared rates and the problem solving skills
and submitted schedules of
airlines, shipping
companies, bus /
train companies
5.6 Knowledge of other
suppliers’ locations,
amenities, service,
facilities, highlights
and rates
5.7 Local/municipal
travel tour regulation
and ordinances

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 75

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
5.8 Accommodations,
restaurants,
shopping sites and
tourism-related
establishments in
the
locality/destination
5.9 Health and Safety
Guidelines issued by
concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
5.10 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 76

RANGE OF VARIABLES

VARIABLE RANGE
1. Clients’ requirements May include:
(Needs of the group) 1.1 Revised hotel accommodations
1.2 Revised food requirements
1.3 Seating arrangements in the tour vehicle
1.4 Any other need arising from the tour itinerary
2. Required tour documents May include:
and cash advances 2.1 Name list and/or rooming list
2.2 Exchange voucher
2.3 Tour or exchange order
2.4 Cash advanced for payment of service
2.5 Cash advanced for contingency/emergency
purposes
3. Suppliers of reserved tour May include:
components 3.1 Providers of tour services or components
3.2 Providers of optional or additional services or
components
3.3 Providers of local guide services
4. Relevant information May include:
4.1 Expenses of a personal natures, such as cover
charges, minimum charges, optional amenities (TV
or refrigerator in room)
4.2 Description of suppliers’ location, highlights,
facilities, services and rates when applicable
5. Expenses which are not May include:
part of the tour package 5.1 Alcoholic drinks
5.2 Postage and phone calls
5.3 Laundry
5.4 Meals not included in the tour package or tour
itinerary
6. Emergency situations May include:
4.1 Man made
4.1.1 Hostage taking
4.1.2 Fire
4.1.3 Bombing
4.1.4 Petty crimes
4.1.5 Traffic accidents
4.2 Natural
4.2.1 Earthquake
4.2.2 Typhoon
4.2.3 Volcanic eruption
4.2.4 Epidemic
4.2.5 Flooding

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 77

EVIDENCE GUIDE

1. Critical Aspects of Assessment requires evidence that the candidate:

Competency 1.1 Performed pre-arrival checks
1.2 Coordinated regional tour arrangements
1.3 Resolved complaints and emergency situations
1.4 Performed post – departure activities
1.5 Followed workplace safety practices and hygienic procedures
1.6 Communicated effectively with others to ensure effective work
operation

2. Resource The following resources should be provided:

Implications 2.1 Sample technical itinerary and sample rooming list
2.2 Sample tour voucher and exchange order
2.3 Sample petty cash voucher
2.4 Simulated hotel or restaurant area or any other suppliers’ set-up
2.5 Enterprise guidelines and procedures on revisions and cancellations
2.6 Enterprise guidelines and procedures on financial transactions
2.7 Format for reporting complaints, commendations and emergency
situations

3. Methods of Competency in this unit may be assessed through:

Assessment 3.1 Demonstration with Oral Questioning
3.2 Project and assignment work

4. Context for 4.1 Competency may be assessed in actual workplace or at the

Assessment designated TESDA accredited assessment center
4.2 Assessment shall be observed while tasks are being undertaken
whether individually or in a group

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 78

UNIT OF COMPETENCY : GUIDE AND ESCORT VISITORS IN ACCORDANCE WITH
THE REGIONAL TOUR ITINERARY

UNIT CODE : TRS511309

UNIT DESCRIPTOR : This unit deals with the knowledge and skills required
for guiding and escorting visitors in a region, performing safety
practices, resolving complaints and other emergencies.

PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
1. Meet and assist 1.1 Determined the role 1.1 Role and 1.1 Ability to speak
visitors upon and responsibilities responsibilities of the fluently in English
arrival at the of the tour guide as tour guide and the local dialects
destination per company policies 1.2 Pre-arrival 1.2 Ability to tactfully
and procedures. procedures answer and handle
1.2 Arrival details are 1.3 Procedures at the sensitive question
checked. gateway and situation
1.3 Reservations of the 1.4 Baggage handling 1.3 Assisting visitors to
itinerary are doubled- 1.5 Arrival transfer place of lodging
checked with the local procedures and 1.4 Ability to work with
guide when applicable. commentaries the local guide when
1.4 Tour itinerary is 1.6 Hotel check-in applicable
checked for compliance formalities
with the visitors’ 1.7 Tour guide’s code of
requirements. ethics
1.5 Meets and greets the 1.8 General knowledge of
visitors at the the Philippines and
destination’s gateway. specific knowledge of
1.6 Visitors are properly the region including:
positioned to give - Climate
welcome briefing - Geography and
before boarding geology
(whenever possible). - History
1.7 Visitors’ baggage is - Architecture
checked and ensured - Cultural events
baggage is boarded. - Religion
1.8 Accompanies visitors to - Art, theatre,
the place of lodging. music and
1.9 Assistance is provided literature
in the registration - Natural
formalities at the place environment and
of lodging during tourism
check-in, when - Flora and fauna
applicable. - Government and
1.10 Visitors are reminded politics
of the next activity. - Transport
- Agriculture

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 79

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
- Science and
Technology
- Sports
- Economy
- Trade
- Food (Local
dishes)
- Lifestyle
- Shopping
- Tourism services
and facilities
1.9 Health and Safety
Guidelines issued by
concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO 198s2018
policies on OSH)
1.10 Awareness of
persons with different
abilities (BP344
Accessibility Law)

2. Guide and escort 2.1 Ensure that 2.1 Role of tour guide as 2.1 Ability to speak
visitors while on appropriate attire are a time keeper, fluently In English
tour in the region worn for different shepherd and giver and the local dialects
activities or occasions. of care 2.2 Ability to tactfully
2.2 Personal hygiene is 2.2 Tour guide’s code of answer and handle
observed and practiced ethics sensitive question
per accepted social 2.3 Tour guiding and situation
norms. techniques 2.3 Guiding and
2.3 Tourist driver and local 2.4 Optional tours escorting visitors on
guide are briefed on 2.5 Safety rules and different tour
the pick-up points, procedures locations
route and stop-over. 2.6 Situation awareness
2.4 Summary of the day’s 2.7 General knowledge
activities are provided of the Philippines
to visitors and specific
2.5 Assistance to visitors knowledge of the
are provided and region including:
questions and - Climate
concerns are - Geography and
addressed geology
2.6 Visitors’ movements - History
during stop-over and - Architecture
walkabouts are - Cultural events
managed or monitored - Religion

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 80

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
with the local guide - Art, theatre,
when applicable music and
2.7 Tour arrangements literature
with suppliers are - Natural
coordinated environment and
2.8 Optional tours are tourism
promoted and - Flora and fauna
encouraged for clients - Government and
to avail politics
2.9 Safety precautions are - Transport
observed and followed - Agriculture
at all times - Science and
2.10 Vehicles are checked Technology
for belonging left - Sports
behind after every tour - Economy
2.11 Practices situation - Trade
awareness at all times - Food (Local
to prevent accidents dishes)
and other unforeseen - Lifestyle
situations. - Shopping
- Tourism services
and facilities
2.8 Health and Safety
Guidelines issued by
concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
2.9 Awareness of
persons with
different abilities
(BP344
Accessibility Law)

3. Deliver 3.1 Relevant and timely 3.1 Role of tour guide 3.1 Ability to speak
information, tour commentaries and as an interpreter and fluently In English
spiels and instructions are presenter and the local
commentaries provided 3.2 Tour commentary dialects
3.2 Posture and safe delivery techniques 3.2 Ability to tactfully
positioning are 3.3 Informative answer and handle
maintained at all times commentaries and sensitive question
3.3 Commentaries are spiels and situation
delivered with proper 3.4 Application of 3.3 Delivering
positive social skills information, tour

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 81

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
voice modulation and 3.5 Tour guide’s code of spiels and
pronunciation. ethics commentaries
3.4 Appropriate 3.6 General knowledge 3.4 Ability to augment
terminologies are used of the Philippines the local guide’s
and updated and specific commentary
information is provided knowledge of the tactfully
at all times. region including:
3.5 Positive interaction is - Climate
developed and rapport - Geography and
is established with geology
visitors. - History
- Architecture
- Cultural events
- Religion
- Art, theatre,
music and
literature
- Natural
environment and
tourism
- Flora and fauna
- Government and
politics
- Transport
- Agriculture
- Science and
Technology
- Sports
- Economy
- Trade
- Food (Local
dishes)
- Lifestyle
- Shopping
- Tourism services
and facilities
3.7 Health and Safety
Guidelines issued by
concerned
government
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)
3.8 Awareness of
persons with
different abilities

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
(BP344 Accessibility
Law)

4. Resolve 4.1 Complaints are 4.1 Visitor’s complaints 4.1 Resolving complaints
complaints and attended to and 4.2 Safety precautions and other
emergency referred to the persons during the entire tour emergencies
situations concerned 4.3 Solutions on 4.2 Ability to speak
4.2 Visitors’ safety and resolving complaints fluently In English
comfort are ensured 4.4 Documentation of and the local dialects
during the entire tour complaints 4.3 Ability to tactfully
4.3 Stressful situations are 4.5 Tour guide’s code of answer and handle
avoided and handled ethics sensitive question
tactfully 4.6 Crisis Management and situation
4.4 Damage control is Awareness and 4.4 First Aid Techniques
adopted in unforeseen Preparedness (Man 4.5 Ability to work with
situations. made and the local guide to
4.5 Best solutions are otherwise) resolve complaints
applied to unforeseen 4.7 Health and Safety when applicable
situations with Guidelines issued by 4.6
company’s approval concerned
4.6 Tour operator is government
notified on the remedial agencies, i.e. DOLE,
measures in DOH, DOT, DTI
unforeseen situations. (DOLE DO
4.7 Emergency situations 198s2018 policies
are handled. on OSH)
4.8 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)

5. Provide send-off 5.1 Assistance with check- 5.1 Departure 5.1 Providing send- off
assistance and out formalities at the procedures assistance and hotel
hotel departure place of lodging is 5.2 Baggage handling departure formalities
formalities provided. 5.3 Departure transfer 5.2 Ability to speak
5.2 Collection and boarding procedures and fluently In English
of visitors’ baggage is commentaries and the local dialects
supervised. 5.4 Hotel check-out 5.3 Ability to tactfully
5.3 Visitors are formalities answer and handle
accompanied to the 5.5 Closing spiel sensitive question
place of departure 5.6 Role of tour guide and situation
5.4 Relevant information as an interpreter
en route to the place of 5.7 Tour guide’s code of
departure is provided. ethics
5.5 Appropriate closing
spiel is delivered.

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 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
6. Maintain 6.1 Rapport with the tour 6.1 People skills 6.1 Developing tour
harmonious driver is established 6.2 Teamwork guide-tour driver
working 6.2 Cleanliness of tour 6.3 Vehicles registration work relationship
relationship with vehicles and working 6.4 Protocol to 6.2 Ability to
tour driver order of seats and passengers communicate In
public address system 6.5 Role of tour guide English and the local
are checked including 6.6 Tour guide’s code of dialects
first aid kit and fire ethics 6.3 Ability to use office
extinguisher. equipment
6.3 Tour driver is 6.4 Ability to tactfully
familiarized with the answer and handle
itinerary, route and sensitive question
stop-over. and situation
6.4 Driver’s attitude and
protocol to passengers
are observed and
gently corrects these if
the driver has an
attitude problem.
6.5 Driver’s meals and
physical condition are
checked especially
during long trips
6.6 Assistance to the driver
is provided whenever
possible and
recognition is given to
the bus driver for a job
well done when
warranted.

7. Establish good 7.1 Coordinate with the 7.1 People skills 7.1 Ability to develop
working attitude local guide for itinerary 7.2 Teamwork partnerships with
with the local and inclusions 7.3 Protocol to local guide
guide 7.2 Rapport with the local passengers 7.2 Ability to tactfully
guide is established 7.4 Role of tour guide answer sensitive
7.3 Provide assistance to 7.5 Tour guide’s code of questions and
the local guide ethics manage sensitive
whenever necessary 7.6 Health and Safety situation
Guidelines issued by 7.3 Ability to interpret
concerned itinerary inclusions
government clearly
agencies, i.e. DOLE,
DOH, DOT, DTI
(DOLE DO
198s2018 policies
on OSH)

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 84

 PERFORMANCE
CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the
Range of Variables
7.7 Awareness of
persons with
different abilities
(BP344 Accessibility
Law)

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 85

RANGE OF VARIABLES

VARIABLE RANGE
1. Role and responsibilities May include:
of the tour guide 1.1 The use of map, compass, ballpen, pencil, camera,
two-way radio, cell phone, whistle, banner, hat, bull
horn, sun block, lotion, first aid kit

2. Appropriate attire May include:

2.1 Authorized tour guide apparel is based on the type
of tour and type of visitor to be guided
2.2 Tour guide name plate is desirable
3. Complaints May include:
3.1 Loss of luggage
3.2 Lost, misplaced or damaged personal belongings and
documents
3.3 Pilferage
3.4 Also includes arrangements not in accordance with
the reservations or delayed delivery of services
4. Emergency situations May include:
4.1 Man made
4.1.1 Hostage taking
4.1.2 Fire
4.1.3 Bombing
4.1.4 Petty crimes
4.1.5 Traffic accidents
4.2 Natural
4.2.1 Earthquake
4.2.2 Typhoon
4.2.3 Volcanic eruption
4.2.4 Epidemic
4.2.5 Flooding
5. Relevant information May include:
4.1 Economy – agriculture, aqua-culture, trade,
commerce and industry
4.2 Social Sciences – geography, history, heritage,
culture, music, arts, crafts
4.3 Environment – climate, endemic flora. fauna, fruits,
environmental protection and conservation
4.4 Religion, Education, Sports and Governance – K-12,
political and sports figures
4.5 Support Services – transportation and accessibility,
banking and finance, health and sanitation, food and
beverage
4.6 Current events and holidays

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 86

 6. Local guide May include:
5.1 Museum guide
5.2 Farm guide
5.3 Community guide
5.4 Eco guide
5.5 Trail guide
5.6 Cave guide
5.7 Mountain guide
5.8 Heritage guide
5.9 Indigenous guide

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EVIDENCE GUIDE

1. Critical Aspects of Assessment requires evidence that the candidate:

Competency 1.1 Met and assisted visitors upon arrival at the destination
1.2 Guided and escorted visitors while on tour in the region
1.3 Delivered information, tour spiels and commentaries
1.4 Resolved complaints and emergency situations
1.5 Provided send-off assistance and hotel departure formalities
1.6 Maintained harmonious working relationship with tour driver
1.7 Established good working attitude with the local guide

2. Resource The following resources should be provided:

Implications 2.1 Access to workplace location
2.2 Access to telephone, two-way radio, fax, computer and any
relevant equipment for tour guiding
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Direct observation with oral questioning
3.2 Simulated or actual demonstration (mock tour and/or role play)

4. Context for 4.1 Competency may be assessed in actual workplace or at the

Assessment designated TESDA accredited assessment center

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SECTION 3 TRAINING ARRANGEMENTS

These standards are set to provide technical and vocational education and training (TVET)
providers with information and other important requirements to consider when designing training
programs for TOUR GUIDING SERVICES NC III.

They include information on curriculum design; training delivery; trainee entry requirements; tools
and equipment; training facilities; and trainer’s qualification.

3.1 CURRICULUM DESIGN

TESDA shall provide the training on the development of competency-based curricula to enable
training providers develop their own curricula with the components mentioned below.

Delivery of knowledge requirements for the basic, common and core units of competency
specifically in the areas of mathematics, science/technology, communication/language and other
academic subjects shall be contextualized. To this end, TVET providers shall develop a Contextual
Learning Matrix (CLM) to accompany their curricula.

Course Title: TOUR GUIDING SERVICES NC Level: NC III

Nominal Training Duration: 40 Hours (Basic)

45 Hours (Common)
156 Hours (Core)
241 Hours
40 Hours – Supervised Industry Learning (SIL)

TOTAL = 281 HOURS

Course Description:

This course is designed to provide the learner with knowledge, practical skills and attitude,
applicable in performing work activities in researching information relevant to the destination and
tour itinerary, oversee regional tour arrangements, guiding and escorting clients. This include
classroom learning activities and practical work in actual work site or simulation area.

Upon completion of the course, the learners are expected to demonstrate the above-
mentioned competencies to be employed. To obtain this, all units prescribed for this qualification
must be achieve.

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 BASIC COMPETENCIES
(40 HOURS)

Unit of Learning Assessment Nominal

Learning Activities Methodology
Competency Outcomes Approach Duration
1. Lead workplace 1.1 Communicate • Read • Lecture • Written Test 2 Hours
communication information o Effective verbal communication • Demonstration • Observation
about methods • Practical
workplace o Sources of information exercises
processes • Practice organizing information • Role Play
• Identify organization requirements for
written and electronic communication
methods
• Follow organization requirements for
the use of written and electronic
communication methods
• Perform exercises on understanding
and conveying intended meaning
scenario
1.2 Lead • Describe: • Group • Oral evaluation 2 Hours
workplace o Organizational policy on production, discussion • Written Test
discussions quality and safety • Lecture • Observation
o Goals/ objectives and action plan • Demonstration
setting
• Read
o Effective verbal communication
methods
• Prepare/set action plans based on
organizational goals and objectives
1.3 Identify and • Describe: • Group • Oral evaluation 2 Hours
communicate o Organizational policy in dealing with discussion • Written Test
issues arising issues and problems • Lecture
in the • Read
workplace • Effective verbal communication
methods

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
2. Lead small 2.1 Provide team • Discussion of Company policies and • Group work • Role Play 1 Hour
teams leadership procedures • Role Play • Written Test
• Read web pages on situational • Lecture/
leadership Discussion
• Role play on situational leadership • Individual
Work

2.2 Assign • Read web pages on performance • Individual Work

responsibilities management • Case Study
• Role Play
• Case study on allocating roles and
• Written Test 1 Hour
responsibilities based on competencies
of current staff

2.3 Set • Role play to communicate performance • Lecture/

performance expectations with staff Discussion • Role Play
expectations • Discussion on performance issues • Role Play • Written Test 1 Hour
for team
members
2.4 Supervise • Discussion on performance monitoring • Lecture/
team • Role play on providing feedback on Discussion
performance performance • Role Play
• Role Play
• Role play on performance coaching • Case Study
• Written Test 1 Hour
• Discussion on keeping the team
informed of team performance
• Case study on Team performance
monitoring and feedback
3. Apply critical 3.1 Examine • Show thorough knowledge and • Group • Case Formulation 1 Hour
thinking and specific understanding of the process, normal discussion • Life Narrative
problem- workplace operating parameters, and product • Lecture Inquiry (Interview)
solving strategies quality to recognize non-standard • Demonstration • Standardized test
techniques in situations • Role playing
the workplace • Show mastery of the current industry
hardware and software products and
services

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 91

 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
• Discuss process of identification of
fundamental causes of specific
workplace challenges
• Show mastery of knowledge and
understanding of the process, normal
operating parameters, and product
quality to recognize non-standard
situations
- Relevant equipment and
operational processes
- Enterprise goals, targets and
measures
- Enterprise quality OHS and
environmental requirement
- Enterprise information systems and
data collation
- Industry codes and standards
3.2 Analyze the • Show thorough knowledge and • Group • Case Formulation 1 Hour
causes of understanding of the process, normal discussion • Life Narrative
specific operating parameters, and product • Lecture Inquiry (Interview)
workplace quality to recognize non-standard • Demonstration • Standardized test
challenges situations • Role playing
• Show mastery of the current industry
hardware and software products and
services
• Discuss process of identification of
fundamental causes of specific
workplace challenges
• Show mastery of knowledge and
understanding of the process, normal
operating parameters, and product
quality to recognize non-standard
situations
- Relevant equipment and
operational processes

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
- Enterprise goals, targets and
measures
- Enterprise quality OHS and
environmental requirement
- Enterprise information systems and
data collation
- Industry codes and standards
• Identify extent and causes of specific
challenges in the workplace
• Use of range of analytical problem-
solving techniques
• Formulate clear-cut findings on the
nature of each identified workplace
challenges
3.3 Formulate • Show thorough knowledge and • Group • Case Formulation
resolutions to understanding of the process, normal discussion • Life Narrative
specific operating parameters, and product • Lecture Inquiry (Interview)
workplace quality to recognize non-standard • Demonstration • Standardized test 1 Hour
challenges situations • Role playing
• Show mastery of the current industry
hardware and software products and
services
• Discuss process of identification of
fundamental causes of specific
workplace challenges
• Show mastery of knowledge and
understanding of the process, normal
operating parameters, and product
quality to recognize non-standard
situations
- Relevant equipment and
operational processes
- Enterprise goals, targets and
measures

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 93

 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
- Enterprise quality OHS and
environmental requirement
- Enterprise information systems and
data collation
- Industry codes and standards
• Identify extent and causes of specific
challenges in the workplace
• Use of range of analytical problem-
solving techniques
• Formulate clear-cut findings on the
nature of each identified workplace
challenges
• Discus strategies on devising,
communicating, implementing and
evaluating strategies and techniques in
addressing specific workplace
challenges

3.4 Implement • Identify extent and causes of specific • Group • Case Formulation 1 Hour
action challenges in the workplace discussion • Life Narrative
plans and • Use of range of analytical problem- • Lecture Inquiry (Interview)
communicate solving techniques • Demonstration • Standardized test
results • Formulate clear-cut findings on the • Role playing
nature of each identified workplace
challenges
• Discus strategies on devising,
communicating, implementing and
evaluating strategies and techniques in
addressing specific workplace
challenges
4. Work in a 4.1 Develop an • Show understanding of cultural • Small Group • Demonstration or 1 Hour
diverse individual’s diversity in the workplace Discussion simulation with oral
environment cultural • Recognize norms of behavior for • Interactive questioning
awareness and interacting and dialogue with specific Lecture
sensitivity groups (e. g., Muslims and other non- • Brainstorming

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
Christians, non-Catholics, tribes/ethnic • Demonstration • Group discussions
groups, foreigners) • Role-playing and interactive
• Demonstrate different methods of activities
verbal and non-verbal communication • Case studies/
in a multicultural setting problems involving
• Apply cross-cultural communication workplace diversity
skills (i.e. different business customs, issues
beliefs, communication strategies) • Written
• Show affective skills – establishing examination
rapport and empathy, understanding, • Role Playing
etc.
• Demonstrate openness and flexibility
in communication
• Recognize diverse groups in the
workplace and community as defined
by divergent culture, religion, traditions
and practices

4.2 Work • Explain the value of diversity in the • Small Group • Demonstration or 1 Hour
effectively in economy and society in terms of Discussion simulation with oral
an Workforce development • Interactive questioning
environment • Discuss the importance of Lecture • Group discussions
that inclusiveness in a diverse environment • Brainstorming and interactive
acknowledges • Discuss the importance of shared • Demonstration activities
and values vision and understanding of and • Role-playing • Case studies/
cultural commitment to team, departmental, problems involving
diversity and organizational goals and workplace diversity
objectives issues
• Identify and exhibit strategies for • Written
customer service excellence examination
• Demonstrate cross-cultural • Role Playing
communication skills and active
listening
• Recognize diverse groups in the
workplace and community as defined

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
by divergent culture, religion, traditions
and practices
• Demonstrate collaboration skills
4.3 Identify • Explain the value, and leverage of • Small Group • Demonstration or 1 Hour
common cultural diversity Discussion simulation with oral
issues in a • Discuss the inclusivity and conflict • Interactive questioning
multicultural resolution Lecture • Group discussions
and diverse • Describe the workplace harassment • Brainstorming and interactive
environment • Explain the change management and • Demonstration activities
cite ways to overcome resistance to • Role-playing • Case studies/
change problems involving
• Demonstrate advanced strategies for workplace diversity
customer service excellence issues
• Address diversity-related conflicts in • Written
the workplace examination
• Eliminate discriminatory behavior • Role Playing
towards customers and co-workers
• Utilize change management policies in
the workplace

5 Propose 5.1 Assess work • Show mastery of the following practical • Interactive • Psychological and 1 Hour
methods of procedures, concepts (e.g., 7 habits of highly Lecture behavioral
applying processes and effective people, character strengths • Appreciative Interviews
learning and systems in that foster learning and innovation, five Inquiry • Performance
innovation in terms of minds of the future, adaptation • Demonstration Evaluation
the organization innovative concepts and transtheoretical model of • Group work • Life Narrative
practices behavior change) Inquiry
• Demonstrate collaboration and • Review of
networking skills portfolios of
• Show basic skills in research evidence and third-
• Generate practical insights on how to party workplace
improve organizational procedures, reports of on-the-
processes and systems job performance.
• Standardized
assessment of

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
character
strengths and
virtues applied
5.2 Generate • Show mastery of the following practical • Interactive • Psychological and 1 Hour
practical action concepts (e.g., 7 habits of highly Lecture behavioral
plans for effective people, character strengths • Appreciative Interviews
improving work that foster learning and innovation, five Inquiry • Performance
procedures, minds of the future, adaptation • Demonstration Evaluation
processes concepts and transtheoretical model of • Group work • Life Narrative
behavior change) Inquiry
• Demonstrate collaboration and • Review of
networking skills portfolios of
• Show basic skills in research evidence and third-
• Generate practical insights on how to party workplace
improve organizational procedures, reports of on-the-
processes and systems job performance.
• Set up action plans on how to apply • Standardized
innovative procedures in the assessment of
organization character
• Set up action plans on how to apply strengths and
innovative procedures in the virtues applied
organization
• Generate practical insights on how to
improve organizational procedures,
processes and systems
5.3 Evaluate the • Show mastery of the following practical • Interactive • Psychological and 1 Hour
effectiveness concepts (e.g., 7 habits of highly Lecture behavioral
of the effective people, character strengths • Appreciative Interviews
proposed that foster learning and innovation, five Inquiry • Performance
action plans minds of the future, adaptation • Demonstration Evaluation
concepts and transtheoretical model of • Group work • Life Narrative
behavior change) Inquiry
• Demonstrate collaboration and • Review of
networking skills portfolios of
• Show basic skills in research evidence and third-

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
• Generate practical insights on party workplace
continuous improvement reports of on-the-
job performance.
• Standardized
assessment of
character
strengths and
virtues applied
6 Use information 6.1 Use technical • Lecture and discussion on: • Lecture • Oral evaluation 4 Hours
systematically information - Application in collating information • Group • Written Test
- Procedures for inputting, Discussion • Observation
maintaining and archiving • Hands on • Presentation
information • Demonstration
- Guidance to people who need to
find and use information
• Organizing information into a suitable
form for reference and use
• Classify stored information for
identification and retrieval
• Operate the technical information
system by using agreed procedures
6.2 Apply • Lecture and discussion on: • Lecture • Oral evaluation 2 Hours
information - Attributes and limitations of available • Group • Written Test
technology (IT) software tool Discussion • Observation
- Procedures and work instructions for • Self-paced • Presentation
the use of IT handout/
- Operational requirements for IT module
systems • Hands on
- Sources and flow paths of data • Demonstration
- Security systems and measures that
can be used
- Methods of entering and processing
information
• Use procedures and work instructions
for the use of IT

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
• Extract data and format reports
• Use WWW applications
6.3 Edit, format • Lecture and discussion on: • Lecture • Oral evaluation 2 Hours
and check - Basic file-handling techniques • Group • Written Test
information - Techniques in checking documents Discussion • Observation
- Techniques in editing and formatting • Self-paced • Presentation
- Proof reading techniques handout/
• Use different techniques in checking module
documents • Hands on
• Edit and format information applying • Demonstration
different techniques
• Proof read information applying
different techniques
7 Evaluate 7.1 Interpret • Discuss the OSH standards, principles • Lecture • Written Exam
Occupational Occupational and legislations • Group • Demonstration
Safety And Safety and • Identify OSH work practices issues Discussion • Observation
• Discuss standard safety requirements 1.5 Hours
Health Work Health • Interviews /
Practices practices Questioning

7.2 Set OSH work • Discussion in actions plans that are • Lecture • Written Exam
7.3 targets necessary in achieving the OSH target • Group • Demonstration
Discussion • Observation 1 Hour
• • Interviews /
• Questioning
7.4 Evaluate • Practice evaluating safety data • Lecture • Written Exam
effectiveness (Historical or Simulated) • Group • Demonstration
of Discussion • Observation
Occupational • Interviews / 1.5 Hours
Safety and Questioning
Health work
instructions
8 Evaluate 8.1 Interpret • Discussion Environmental Issues • Lecture • Written Exam
Environmental environmental regarding • Group • Demonstration 1 Hour
Work Practices practices, - Water Quality Discussion • Observation
Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 99
 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
policies and - National and Local Government • Demonstration • Interviews /
procedures Issues Questioning
- Safety
- Endangered Species
- Noise
- Air Quality
- Historic
- Waste
- Cultural
• Updating of existing occupation
practices

8.2 Establish • Discussion on • Lecture • Written Exam

targets to - lower production costs and • Group • Demonstration
evaluate energy consumption Discussion • Observation
environmental - Environmentally Sound • Demonstration • Interviews /
practices Processes Questioning
1 Hour
- Resource Efficient
- Recycling and Waste
Management
• Simple case study regarding energy
efficiency
8.3 Evaluate • Identifying effective environmental • Lecture • Written Exam
effectiveness of practices relevant to the • Group • Demonstration
environmental industry/occupation Discussion • Observation
practices - Implementation of energy • Demonstration • Interviews / 1 Hour
efficiency • Case Study Questioning
• • Third Party
Reports

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 Unit of Learning Assessment Nominal
Learning Activities Methodology
Competency Outcomes Approach Duration
9 Facilitate 9.1 Develop and • Discussions on business models and • Lecture/ • Written Test 2 Hours
Entrepreneurial maintain micro- strategies Discussion • Portfolio
Skills For Micro- small-medium • Discussion on Types and categories • Case Study • Work Related
Small-Medium enterprise of businesses and business internal • Demonstration Project
Enterprises (MSMEs) skills control
(MSMEs) in the • Discussion on Relevant National and
organization local legislations affecting businesses
• Prepare promotional materials
• Practice basic bookkeeping

9.2 Establish and • Role play on customer and employee • Role Play • Case problem 2 Hours
maintain client- relations • Lecture • Written Test
base/market • Discussion on Basic product Discussion
promotion strategies • Case study
• Preparation of Basic Feasibility study
• Case studies on Basic Business
ethics
• Prepare basic advertising materials
9.3 Apply budgeting • Discussion on: • Role Play • Written Test 1 Hour
and financial - Basic cost-benefit analysis • Lecture • Case problem
management - Basic financial management Discussion
skills - Basic financial accounting • Group work
- Business internal controls

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 COMMON COMPETENCIES
(45 Hours)
Unit of Learning Outcomes Learning Activities Methodologies Assessment Nominal
Competency Methods Duration
1. Develop and 1.1 Identify and • Industry information sources • Lecture Interview/
update industry access key - Media • Group Questioning
knowledge sources of - Reference book Discussion
information on - Libraries • Demonstration
the industry - Union
- Industry association
- Internet
- Personal observation
• Time management
• Ready skills needed to access
industry information
• Basic competency skills needed to
access the internet
1.2 Access, apply • Overview of quality assurance in • Individual/ Individual/ Group
and share the industry Group Project or Report
industry • Role of individual staff members Assignment
information • Industry information sources • Demonstration
5 hours
• Time management
• Ready skills needed to access
industry information
• Basic competency skills needed to
access the internet
1.3 Update • Information sources • Individual/ Individual/ Group
continuously - Media Group Project or Report
relevant industry - Libraries/reference book Assignment
knowledge - Union/industry association • Demonstration
- Internet
• Legislation that affects the industry
• Time management
• Ready skills needed to access
industry information
• Basic competency skills needed to
access the internet

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 Unit of Learning Outcomes Learning Activities Methodologies Assessment Nominal
Competency Methods Duration
2. Receive and 2.1 Identify and • Explain how to received verbal • Discussion • Observation 4 Hours
resolve analyse the complaint using active listening • Demonstration • Demonstration
customer complaint and empathy techniques • Lecture • Written
complaints • Identify through appropriate • Group examination
communication techniques the discussion
exact nature of the customer • Simulation
complaint
• Identify steps in maintain register
or complaint file/s in accordance
with the requirements of the
enterprise information system
2.2 Respond to • Explain how to process • Discussion • Observation 4 Hours
complaints complaints in accordance with • Demonstration • Demonstration
organizational standards, policies • Lecture • Written
and procedures • Group examination
• Explain how to obtain and review discussion
documentation in relation to • Simulation
complaints
• Identify steps in updating register
of complaints/disputes
2.3 Determine and • Identify procedures and guidelines • Discussion • Observation 4 Hours
agree upon on how to resolve the complaint • Demonstration • Demonstration
appropriate • Demonstrate a commitment to the • Lecture • Written
action to resolve customer to resolve the complaint • Group examination
complaint discussion
• Simulation

2.4 Refer complaints • Identify complaints that require • Discussion • Observation 4 Hours
referral to other personnel or • Demonstration • Demonstration
external bodies • Lecture • Written
• Explain how to forward all • Group examination
necessary documentation discussion • Interview
including investigation reports to • Simulation • Oral Questioning
appropriate personnel

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 Unit of Learning Outcomes Learning Activities Methodologies Assessment Nominal
Competency Methods Duration
3. Work 3.1 Develop • Explain how to develop and • Discussion • Observation 4 Hours
cooperatively effective team maintain relationships with team • Demonstration • Demonstration
In a general relationships members and promote benefits of • Lecture • Written
administration cooperative work consistent with • Group examination
environment organizational goals and discussion • Interview
objectives • Simulation
• Identify communication
techniques to relay information in
a clear and concise manner

3.2 Participate in • Identify individual responsibilities • Discussion • Observation 4 Hours

team within the workgroup in • Demonstration • Demonstration
assignments accordance with organisational • Lecture • Written
requirements • Group examination
• How to recognize and discussion • Interview
accommodate cultural differences • Simulation
within the team
3.3 Contribute to • Identify the internal and external • Discussion • Observation 4 Hours
team customer needs and expectations • Demonstration • Demonstration
development • Explain how to seek formal • Lecture • Written
feedback and informal feedback • Group examination
on individual and team discussion • Interview
performance regularly from • Simulation
colleagues and supervisors
• Identify the non-discriminatory
attitudes and language when
interacting with customers, staff
and management
4. Maintain 4.1 Identify • Identify options to improve service • Discussion • Observation 4 Hours
quality customer/ guest • Explain how to assess needs of • Demonstration • Demonstration
customer/guest requirements customers/or guests • Lecture • Written
service • Identify and conduct data analysis • Group examination
on deficiencies in service delivery discussion • Interview
• Simulation

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 104

 Unit of Learning Outcomes Learning Activities Methodologies Assessment Nominal
Competency Methods Duration
4.2 Ensure delivery • Explain how to ensure • Discussion • Observation 4 Hours
of quality products/services meet • Demonstration • Demonstration
products/services customers’ needs and reflect • Lecture • Written
enterprise standards and improve • Group examination
on service levels discussion • Interview
• Explain how to ensure team • Simulation
performance consistently meets
enterprise standards
• Explain to colleagues how to
meet and exceed customer
service standards by providing
appropriate professional
development

4.3 Evaluate • Explain how to review • Discussion • Observation 4 Hours

customer service customer/guest satisfaction with • Demonstration • Demonstration
service delivery using appropriate • Lecture • Written
methods that produce verifiable • Group examination
data discussion • Interview
• Identify steps on how to evaluate • Simulation
customer service evaluation
outcomes
• Obtain agreements on
appropriate action to overcome
problems

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 105

 CORE COMPENTENCIES
(156 Hours)
Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
1. Research 1.1 Source Discuss: • Lecture/ • Interview 12 Hours
information information • Standard procedure in gathering
relevant to the information about specific
discussion • Oral
destination and sites/attractions/activities/
• Practical questioning
tour itinerary research
accessibility/accommodation
applications
amenities
• Identification of Research
Methods
• Definition and attributes of a local
tour guide
• Assessing the Sources of
information
• Types of information –
basic/essential, tourism
highlights, support services
• Assessing information –
accessibility, uniqueness,
features, benefits, significance,
environmental impact, among
others
• Matching sourced information for
visitors’ suitability and interests
• Sensory experiences – sight,
sound, taste, smell, feel
1.2 Arrange and file Discuss: • Lecture/ • Interview and 8 Hours
information • Classifying sourced discussion oral
information
• Practical filing questioning
• Essential information –
applications • Demonstratio
climate, geography, history,
n of filing
culture, trade, industry,
systems
education, religion,
governance, food and local

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 106

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
delicacies and produce and
among others
• Major local natural and man-
made sites and sights in the
destination and its environs
• Tourism support services –
transport, lodging, food,
shopping
• Feedback visitors
• Reporting to company
officials
• -Change of cost components
• -Feedback from visitors and
colleagues
• Legal requirements
• Demonstrate:
• Appropriate filing methods
• Sample filing systems

1.3 Develop tour Discuss and demonstrate: • Lecture/ • Written itinerary 8 Hours
scripts and • Role of the tour guide as an discussion outline with
commentaries interpreter and presenter topic titles
• Demonstration
relevant to the • Developing oral presentation • Simulated
tour itinerary with return demo
according to specific tour itinerary narrative
and/or the requirements • Visual aids like
demonstration
photo-slide
interest of the • General destinations spiels of itinerary
presentation or
clients • Tour script for pre-set, fixed highlights with
film showing
itinerary oral
• Commentaries for ad hoc or questioning
tailored-fit to clients’ interest

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 107

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
• Presentation construction and
sequencing
• Oral presentation delivery
• Answering (and asking)
questions
• Selling optional tours script
Identification of high sensory
experiences – sight, sound, taste,
smell, feel
2. Oversee 2.1 Perform pre- Discuss: • Lecture - • Simulation 10 Hours
regional tour arrival checks • Checking tour components in the discussion • Practical
arrangements itinerary • Demonstration presentation
for clients • Noting and advising changes to on amending of itinerary
the suppliers reservations with oral
• Collecting and checking tour questioning
vouchers and exchange orders on specific
• Collecting cash advances requirements
• Role play
Demonstrate:
• Checking and re-confirming all
applicable inclusions reservations
in the itinerary with tour operator /
ground handler
2.2 Coordinate Discuss: • Lecture - • Simulation and 8 Hours
regional tour • Role of the local tour guide as an discussion practical test
arrangements overseer and coordinator • Demonstration with oral
• Supervision and checking the • Role play questioning
delivery of tour components • Written Test
• Facilitating visitor’s requests for
optional services from suppliers

Demonstrate:

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 108

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
• Determining money due and
money payable to clients or
suppliers
• Providing information on
suppliers services, amenities and
facilities

2.3 Resolve Discuss: • Lecture - • Simulation 12 Hours

complaints and • Actively listening to the client’s discussion practical
emergency complaints, verifying the facts • Demonstration demonstration
situations with the supplier concerned and • Role play with oral
evaluating the validity of the questioning
complaint
• Seeking and applying suitable
solutions to the situation
• Informing government authorities
as and when necessary
• Informing the enterprise of the
complaints, the solution and the
emergency situation
• Documenting and reporting the
complaints, the solution and the
emergency situation
Demonstrate:
• How to process complaints and
emergency situations, seek
suitable solutions and inform all
concerned
2.4 Evaluate Discuss: • Lecture - • Simulation 4 Hours
performance of • Staff performance assessment discussion practical
service provider’s • Staff performance feedback • Demonstration demonstration
staff • Role play with oral
Demonstrate: questioning
• Explain how to prepare staff
performance assessment

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 109

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
2.5 Performs post- Discuss: • Lecture – • Interview with 10 Hours
departure • Reviewing, summarizing and discussion oral
activities reporting the services rendered questioning
• Accounting and reporting
additional revenues and
expenses incurred
• Summarizing and reporting
complaints and emergency
situations
• Reporting and submitting
expenses incurred in connection
with the tour itinerary
3. Guide and 3.1 Meet and assist Discuss and demonstrate: • Lecture - • Practical test 12 Hours
escort visitors visitors upon • Pre-arrival procedures discussion during mock
in accordance arrival at the • Meet and assist procedures at • Demonstration tour
with the destination the gateway includes the greeting • Role play
regional tour “Mabuhay” and the Filipino Brand • Teaching tour
itinerary of Service gestures
• Baggage handling
• Arrival transfer procedures and
commentaries
• Hotel check-in formalities
• Health and Safety Guidelines
issued by concerned government
agencies, i.e. DOLE, DOH, DOT,
DTI (DOLE DO 198s2018
policies on OSH)
• Awareness of persons with
different abilities (BP344
Accessibility Law)
3.2 Guide and escort Discuss: • Lecture- • Practical test 12 Hours
visitors while on • Role of the local tour guide as a discussion during mock
tour in the region time keeper, shepherd and giver • Demonstration tour
of care • Role play
• Teaching tour

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 110

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
• Role of the local tour guide as a
time keeper, shepherd and giver
of care
• Tour guiding techniques
- on-board a vehicle
- inside buildings
- in open areas
• Promotes and encourage clients
to avail of sells optional tours
• Situation awareness
• Health and Safety Guidelines
issued by concerned government
agencies, i.e. DOLE, DOH, DOT,
DTI (DOLE DO 198s2018
policies on OSH)
• Awareness of persons with
different abilities (BP344
Accessibility Law)
Demonstrate:
• Tour guiding techniques,
promoting and encouraging
clients to avail of selling optional
tours, and practicing situation
awareness at all times.
3.3 Deliver Discuss • Lecture/ • Practical test 12 Hours
information, tour • Role of the local tour guide as an discussion during mock
spiels and interpreter and presenter • Demonstration tour
commentaries • Appropriate tour commentary • Role play
delivery techniques • Teaching tour
• Appropriate selection of tour
spiels
- required information
- informative
commentaries and
spiels

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 111

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
- answers questions
- trivia and optional
commentaries
• Promoting and encouraging
clients to avail of selling optional
tours
• Application of positive social skills
• Demonstrate:
• Delivery of tour commentaries
techniques, selection of
appropriate tour spiel, promoting
and encouraging clients to avail
of selling optional tours, and
practicing positive social skills at
all times
• Health and Safety Guidelines
issued by concerned government
agencies, i.e. DOLE, DOH, DOT,
DTI (DOLE DO 198s2018
policies on OSH)
• Awareness of persons with
different abilities (BP344
Accessibility Law)

3.4 Resolve Discuss • Lecture/ • Simulation 12 Hours

complaints and • Actively listening to the client’s discussion practical
emergency complaints, verifying the facts • Demonstration demonstration
situations with the supplier concerned and • Role play with oral
questioning

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 112

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
evaluating the validity of the
complaint
• Seeking and applying suitable
solutions to the situation
• Informing government authorities
as and when necessary
• Informing the enterprise of the
complaints, the solution and the
emergency situation
• Documenting and reporting the
complaints, the solution and the
emergency situation
• Health and Safety Guidelines
issued by concerned government
agencies, i.e. DOLE, DOH, DOT,
DTI (DOLE DO 198s2018
policies on OSH)
• Awareness of persons with
different abilities (BP344
Accessibility Law)

Demonstrate:
• How to process complaints and
emergency situations, seek
suitable solutions and inform all
concerned
3.5 Provide send-off Discuss • Lecture/ • Practical test 12 Hours
assistance and discussion during mock
hotel departure • Demonstration tour
formalities • Role play

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 113

 Unit of Learning Learning Activities Methodology Assessment Nominal
Competency Outcomes Method Duration
• Departure procedures
• Send-off assistance to the
gateway
• Baggage handling
• Departure transfer procedures
and commentaries
• Hotel check-out formalities
• Appropriate closing spiel
Demonstrate:
• How to process departing visitors
and their respective baggage, in
transit commentary and provide
check-out assistance
3.6 Maintain Discuss: • Lecture/ • Observation 12 Hours
harmonious • How to establish rapport with the discussion
working driver • Role play
relationship with • People skills
tour driver • Teamwork

3.7 Establish good Discuss: • Lecture/ • Observation 12 Hours

working attitude • How to establish rapport with the discussion
with the local local guide • Role play
guide • Assistance to be provided to the
local guide
• Protocol to passengers
• Health and Safety Guidelines
issued by concerned government
agencies, i.e. DOLE, DOH, DOT,
DTI (DOLE DO 198s2018
policies on OSH)
• Awareness of persons with
different abilities (BP344
Accessibility Law)

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 114

3.2 TRAINING DELIVERY

1. The delivery of training shall adhere to the design of the curriculum. Delivery
shall be guided by the principles of competency-based TVET.

a. Course design is based on competency standards set by the industry or

recognized industry sector; (Learning system is driven by competencies
written to industry standards)

b. Training delivery is learner-centered and should accommodate

individualized and self-paced learning strategies;

c. Training can be done in an actual workplace setting, simulation of a

workplace and/or through adoption of modern technology.

d. Assessment is based on the collection of evidence of the performance of

work to the industry required standards;

e. Assessment of competency takes the trainee’s knowledge and attitude into

account but requires evidence of actual performance of the competency as
the primary source of evidence.

f. Training program allows for recognition of prior learning (RPL) of current

competencies;

g. Training completion is based on satisfactory performance of all specified

competencies.

2. The competency-based TVET system recognizes various types of delivery

modes, both on-and off-the-job as long as the learning is driven by the
competency standards specified by the industry. The following training
modalities and their variations/components may be adopted singly or in
combination with other modalities when designing and delivering training
programs:

2.1 Institution- Based:

• Dual Training System (DTS)/Dualized Training Program (DTP) which

contain both in-school and in-industry training or fieldwork
components. Details can be referred to the Implementing Rules and
Regulations of the DTS Law and the TESDA Guidelines on the DTP;

• Distance learning is a formal education process in which majority of

the instruction occurs when the students and instructor are not in the
same place. Distance learning may employ correspondence study,
audio, video, computer technologies or other modern technology that
can be used to facilitate learning and formal and non-formal training.
Specific guidelines on this mode shall be issued by the TESDA
Secretariat.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 115

 • Supervised Industry Training (SIT) or on-the-job training (OJT) is an
approach in training designed to enhance the knowledge and skills of
the trainee through actual experience in the workplace to acquire
specific competencies as prescribed in the training regulations. It is
imperative that the deployment of trainees in the workplace is adhered
to training programs agreed by the institution and enterprise and status
and progress of trainees are closely monitored by the training
institutions to prevent opportunity for work exploitation.

• The classroom-based or in-center instruction uses of learner-centered

methods as well as laboratory or field-work components.

2.2 Enterprise-Based:

• Formal Apprenticeship – Training within employment involving a

contract between an apprentice and an enterprise on an approved
apprenticeable occupation.

• Informal Apprenticeship - is based on a training (and working)

agreement between an apprentice and a master craftsperson wherein
the agreement may be written or oral and the master craftsperson
commits to training the apprentice in all the skills relevant to his or her
trade over a significant period of time, usually between one and four
years, while the apprentice commits to contributing productively to the
work of the business. Training is integrated into the production process
and apprentices learn by working alongside the experienced
craftsperson.

• Enterprise-based Training- where training is implemented within the

company in accordance with the requirements of the specific company.
Specific guidelines on this mode shall be issued by the TESDA
Secretariat.

2.3 Community-Based

• Community-Based – short term programs conducted by non-

government organizations (NGOs), LGUs, training centers and other
TVET providers which are intended to address the specific needs of a
community. Such programs can be conducted in informal settings
such as barangay hall, basketball courts, etc. These programs can
also be mobile training program (MTP).

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 116

3.3 TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in this program must possess the following
requirements:

• Must possess good communication skills

• Can perform basic mathematical computation
• Holder of Tour Guiding Services NC II/Local Guiding Services NC II OR Senior
High School Level Completer OR an Alternative Learning System (ALS)
Certificate of Completion

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 117

3.4 TOOLS, EQUIPMENT AND MATERIALS

Recommended list of tools, equipment and materials for the training of 25 trainees
for Tour Guiding Services NC III are as follows:

Up-to-date tools, materials, and equipment of equivalent functions can be used

as alternatives. This also applies in consideration of community practices and their
availability in the local market.

EQUIPMENT
QTY DESCRIPTION
12 units Computer with Internet access
1 unit Tourist bus with public address system
2 pcs Microphone and lapels

MATERIAL
QTY DESCRIPTION

1 pc. Bull-horn

1 pc. Whistle

1 pc. Tour flag/tour banner

1 set White board with white board markers

25 Writing material

25 pcs General Information Sheets

6 pcs Destination brochures

6 copies Actual suppliers’ brochures

1 set Enterprise Policies and Procedures Manual - SOP

3 sets Sample tour itinerary

25 copies List of sample tour components

Sample accounting documents – petty cash and cash
25 copies
advance voucher
25 copies Sample tour voucher/exchange order

25 copies Sample reservation request and confirmation slips

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 118

 MATERIAL
QTY DESCRIPTION

25 copies List of emergency services with contact details

25 copies Transportation fares and schedules

25 copies Sample tour voucher/exchange order

25 copies Sample reservation request and confirmation slips

25 copies List of emergency services with contact details

25 copies Transportation fares and schedules

List of significant historical events and figures

25 copies
List of major natural and man-made attractions
25 copies
Relevant data (socio-economic, trade/industry, etc)
25 copies
25 copies Glossary of travel and tour terms

3 Man-made indoor tourist attraction or site

3 Natural or man-made outdoor tourist site or attraction

25 Training kits

25 pcs Maps

1 set First Aid Kit

NOTE: Access to and use of equipment/facilities can be provided through cooperative arrangements or
MOA with other partner/companies.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 119

3.5 TRAINING FACILITIES

Based on a class intake of 25 students/trainees.

Area in
Space Requirement Size in Meters
Sq. Meters

Contextual Learning Area

6x4 24
(Lecture room)
Distance Learning
(Laboratory/Workshop/ Activity 8X5 40
area)
Storage Area (Tool room & S/M
storage area) 2.5x4 10

Learning Resource Area 2.5x4 10

Wash area/ comfort room
(Male, Female, PWD) 2.5x4 10
Circulation Area
2.5x4 10
104 sq. m
TOTAL AREA

NOTE: Access to and use of equipment/facilities can be provided through cooperative arrangements or
MOA with other partner/companies.

3.6 TRAINER’S QUALIFICATIONS

• Holder of National TVET Trainer Certificate (NTTC) Level I in Tour

Guiding Services NC III
• Must be computer-literate
• Must have at least 2 years of continuous job/industry experience as
Department of Tourism (DOT) Accredited Regional Tour Guide

3.7 INSTITUTIONAL ASSESSMENT

Institutional Assessment is gathering of evidences to determine the achievements

of the requirements of the qualification to enable the trainer make judgement whether the
trainee is competent or not competent.

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SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

Competency Assessment is the process of collecting evidence and making

judgments whether competency has been achieved. The purpose of assessment is to
confirm that an individual can perform to the standards expected at the workplace as
expressed in relevant competency standards.

The assessment process is based on evidence or information gathered to prove

achievement of competencies. The process may be applied to an employable unit(s) of
competency in partial fulfillment of the requirements of the national qualification.

4.1. NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

4.1.1 To attain the national qualification of TOUR GUIDING SERVICES NC III,

the candidate must demonstrate competence in all units listed in Section 1.
Successful candidates shall be awarded a National Certificate signed by the
TESDA Director General.

4.1.2 Assessment shall cover all competencies with basic and common integrated
or assessed concurrently with the core units of competency.

4.1.3 Any of the following are qualified to apply for assessment and certification:

4.1.3.1 Graduates of WTR-registered programs, NTR-registered

programs or formal/non-formal/informal including enterprise-
based trainings related to TOUR GUIDING SERVICES NC III; or
4.1.3.2 K-12 graduates of Home Economics Strand with Tour Guiding
Services NC II / Local Guiding Services NC II; or
4.1.3.3 Students with at least two (2) years of higher education; or
4.1.3.4 Experienced workers (wage employed or self-employed) who
gained competencies in TOUR GUIDING SERVICES for at least
two consecutive (2) years within the last five (5) years.

4.1.4 Recognition of Prior Learning (RPL). Candidates who have gained

competencies through education, informal training, previous work or life
experiences with at least three (3) years of tour guiding services experience
within the last five (5) years may apply for recognition in this Qualification
through Portfolio Assessment.

Requirements and implementation procedure of Portfolio Assessment must

be consistent with TESDA Circular No. 47, series of 2018 on “Implementing
Guidelines on the Implementation of Portfolio Assessment Leading to
Recognition of Prior Learning (RPL) within the TESDA Assessment and
Certification System”.

4.1.5 The guidelines on assessment and certification are discussed in detail in the
“Procedures Manual on Assessment and Certification” and “Guidelines on
the Implementation of the “Philippine TVET Competency Assessment and
Certification System (PTCACS)”.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 121

4.2 Competency Assessment Requisite
4.2.1 Self-Assessment Guide. The self-assessment guide (SAG) is
accomplished by the candidate prior to actual competency assessment.
SAG is a pre-assessment tool to help the candidate and the assessor
determine what evidence is available, where gaps exist, including
readiness for assessment.
This document can:
a. Identify the candidate’s skills and knowledge
b. Highlight gaps in candidate’s skills and knowledge
c. Provide critical guidance to the assessor and candidate on the evidence
that need to be presented
d. Assist the candidate to identify key areas in which practice is needed or
additional information or skills that should be gained prior `
4.2.2 Accredited Assessment Center. Only Assessment Center accredited by
TESDA is authorized to conduct competency assessment. Assessment
centers undergo a quality assured procedure for accreditation before they
are authorized by TESDA to manage the assessment for National
Certification.
4.2.3 Accredited Competency Assessor. Only accredited competency
assessor is authorized to conduct assessment of competence.
Competency assessors undergo a quality assured system of accreditation
procedure before they are authorized by TESDA to assess the
competencies of candidates for National Certification.

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 122

 COMPETENCY MAP TOURISM SECTOR
(Travel and Tour)
TOUR GUIDING SERVICES NC III

Propose Facilitate
Apply critical Evaluate
methods of Evaluate entrepreneurial
thinking and occupational
Lead Work in a applying Use environmental skills for micro-
Lead small problem-solving safety and
workplace diverse learning and information work small-medium
teams techniques in health work
communication environment innovation in systematically practices enterprises
the workplace practices
the (MSMEs)
organization
Follow
Receive and Enhance Apply Adopt
Solve/address Access and occupational
respond to Work with self- Support environmental entrepreneurial
routine maintain safety and
workplace others management Innovation work mindset in the
problems information health policies
communication skills standards workplace
and procedures
Exercise
COMPETENCIES

Practice
Work in Solve/address efficient and Practice
Participate in Develop Contribute to Present occupational
Team general effective entrepreneurial
BASIC

workplace career and workplace relevant safety and

Environme workplace sustainable skills in the
communication life decisions innovation information health policies
nt problems practices in workplace
and procedures
the workplace
Lead in Lead towards
Perform higher improvement of improvement
Utilize Contribute to
order thinking Manage Manage Occupational of
specialize Develop the practice Sustain
processes and innovative evaluate Safety and environmental
specialized and lead of social entrepreneurial
apply work usage of Health work
communication teams justice in the skills
techniques in instructions information Program, programs,
skill workplace
the workplace Policies and policies and
Procedures procedures
Manage Develop Manage
Manage and Advocate Manage
and Evaluate higher Incorporate systems in implementation Develop and
sustain strategic Implementation
sustain order thinking innovation into managing, of sustain a high-
effective thinking for of OSH
high skills and adjust work and environmental performing
communication global programs in the
performing problem solving procedures maintaining program in the enterprise
strategies citizenship workplace
teams information workplace

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 123

 Work Maintain Plan, conduct
Receive and Prepare and
cooperatively quality and evaluate
resolve Control and deliver
in a general customer/ Roster staff staff
COMMON COMPETENCIES

customer Order stock* training

administration guest service performance
complaints sessions
environment assessment
Perform child Plan and Use the
Maintain Develop and Manage
protection Manage implement a assessment
hospitality supervise quality
duties relevant finances within series of system for
industry operational customer
to the tourism a budget training training
knowledge approaches service
industry events outcome
Develop
Monitor and Evaluate the
Develop and protective Establish and Gather and Maintain Manage and Manage
evaluate the effectiveness
update tourism environments maintain a present quality resolve financial
effectiveness of
industry for children in business product customer/gues conflict performance
of training assessment
knowledge tourism relationship information t service situations within a budget
outcome system
destinations

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 124

 Interpret and respond
Provide information and
to request for Operate technology-based
Design and develop a Determine tour package advice on a destination,
individual/ information system
tour package itinerary cost and selling price product or service
independent tour
services
Research information Accompany and guide Accompany and guide
Promote tourism Coordinate tour
relevant to clients in accordance with clients in accordance with
products and services arrangements for clients
locality and tour Itinerary the tour itinerary the tour itinerary
CORE COMPETENCIES

Receive and process Operate computerized Provide club reception

Provide accommodation Conduct night audit
reservations reservations system services
reception

Provide porter Plan and develop event Select event venue and
Develop an event concept Develop event program
services proposal and bid site

Manage contractors for Provide on-site information

Develop and update Provide on-site event Develop and update
indoor events and assistance
event industry management knowledge on

Maintain safety in water-

Monitor entry to venue Provide a site briefing or Operate a ride location Load and unload a ride
based rides
scripted

Operate a games Promote at a games Operate animal enclosure Provide general animal
Rescue animals
location location exhibit care

Research information Guide and escort clients in

Oversee regional tour
relevant to the accordance with the tour
arrangements for clients
destination and tour itinerary
itinerary

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 125

GLOSSARY OF TERMS

1. COSTING SHEET an enterprise generated spread sheet that details

the per person cost of the components of a tour
package and reflect the total cost, mark-up and
taxes due

2. DOT Department of Tourism

3. GATEWAY entry/exit point of a destination

4. INTERNET electronic information distribution system

5. ITINERARY a schedule of products, services and activities

arranged in a chronological order

6. ITINERARY – SKELETAL a general day-to-day schedule of products,

services and activities arranged in a
chronological order

7. ITINERARY – TECHNICAL a specific schedule detailing transportation

modes, times, location and duration of products,
services and activities arranged in a
chronological order

8. LGU Local Government Unit

9. MARK UP a percentage of tour costs or fixed amount that is

added to the tour costs and reflects the profit of
the enterprise

10. PRICE the sum total amount to be collected from the

client on a per person basis that comprises the
tour cost, mark-up, and government taxes

11. REGULAR PACKAGE A tour package assembled based on the interests

of target market
12. RESERVATION refers to an advance request for a product or
service

13. SUPPLIER refers to hotels, restaurants, resorts,

transportation operators and other entities that
supplies and accommodates travelers/tourists

14. TOUR COSTS the sum total of all cost per person based on tour
components included in the tour package; it
represents all payments due to suppliers

15. TOUR COORDINATOR an enterprise employee who assist the tour guide
and the travelers on arrival, during and on
departure for all scheduled activities in the
itinerary

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 126

 16. TOUR GUIDE an individual duly trained and licensed by the
LGU and accredited by the DOT who guides,
escorts, and manages local or foreign travelers to
several destination/s, provides information and
oversees the delivery of the tour components by
the different suppliers
17. TOUR OPERATOR is an entity that assembles and is responsible for
the delivery of the various tour package
components for commercial or other purposes.
18. OPTIONAL TOURS Tour activities that are not included in the basic
tour package
19. PRODUCTIVITY efficient delivery of tour guiding competencies
20. RESEARCH Gathering data and or updating information that is
relevant to the tour itinerary or destination
21. FILIPINO BRAND OF Effective application of Filipino hospitality as
SERVICE expressed on the oral or gestural and spiels
22. VISITOR A local or foreign traveler taking a trip to a
destination/s outside his usual environment for
less than year for any reason (business, leisure
or any other purpose)
23. TOUR LEADER A member of the group who manages the tour
from the origin point to the destination(s) and
back
24. LOCAL GUIDE an individual duly trained and licensed by the
LGU who accompanies and guides local or
foreign travelers within a site or destination,
provides information and oversees the delivery of
tour components

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 127

REFERENCES:

1. Training Regulations for Tour Guiding Services NC II

2. Training Regulations for Local Guiding Services NC II
3. CBC for Local Guiding Services NC II

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 128

 ACKNOWLEDGMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to extend
thanks and appreciation to the many representatives of business, industry, academe and
government agencies who donated their time and expertise to the development and
validation of these Training Regulations.

TECHNICAL EXPERTS REVIEW PANEL

BIENVENIDO G. CLARAVALL ALBERTO B. GADIA, JR.

Former Faculty President
University of the Philippines – Asian Institute Philippine Federation of Professional Tour
of Tourism Guide Associations Inc. (TGFED)
ASEAN Master Assessor

MARISSA COS ALCANTARA LORNA B. MAROLLANO

President Philippine Federation of Professional Tour
Pirkko & Troytours, Inc. Guide Associations Inc. (TGFED)
ASEAN Master Trainer

MARIA LUISA Q. GOMEZ

Managing Director
AMG Global Travel and Tours
ASEAN Master Assessor

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 129

The Participants in the Validation of these Training Regulations

David John D. Apigo Jess Odilon Agbisit

Polytechnic University of the Philippines Rajah Travel Corp.

Jaime Barrientos Ellaine Marie Gamier

TGFED JP Fourseasons Travel and Tours

Sylvia P. Goloyugo Jay Lester Hernandez

TGFED TGFED

Nestor Logmao, Jr. Tessie Grail F. Lomas-e

Cygnal Travel & Tours Co. Blistt Tour Guides, Inc.

Danica Mayen Nario Alma M. Ronquillo

Lakbay Kabayan Tours & Travel Services ASM Travel and Tours Services

Ma. Dolores Salamanca Stella Marie M. Salvacion

OLFU, Quezon City MY Journey Travel & Tour

Arjun Shroff Noriel P. Pili, Jr.

Shroff Travel EC Minds Tour

Department of Tourism (DOT)

Tourism Industry Board Foundation, Inc. (TIBFI)

Philippine Federation of Professional Tour Guide Associations Inc. (TGFED)

The MANAGEMENT and STAFF of the TESDA Secretariat

• Qualifications and Standards Office (QSO)

• Competency Standards and Development Division

- MA. ISABEL G. GAMUROT
- HOWARD MARK N. PLETE
- EVANGELINE A. COSEP

• Competency Programs and Standards Development Division

- MS. MERCEDES E. JAVIER
- MS. JENNIFER C. CASPE
- MR. JOSEPH CYRUS SANTALISIS

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 130

 TRAINING REGULATIONS (TR)
DOCUMENT REVISION HISTORY

Qualification Title : TOUR GUIDING SERVICES NC III

Qualification Code : TRSTGS321

Deployment
TESDA Board (TESDA
Revision Document
Qualification Title Resolution No./ Circular/
No. Types*
Date Implementing
Guidelines)
00 Document Created Tour Guiding Resolution N/A
Services NC II No.2005-03
3/18/2005

01 Document Amended Tour Guiding 2021-35/ No.110-2021

Services NC III September 14,
2021 12/20/2021

Legend: *Description Types

- Document Created
- Document Amended

Tour Guiding Services NC III-TRSTGS321 Promulgated (09/14/2021) 131