tourguidetraining

PLEASE PRINT THIS WEB PAGE

www.segwayofscottsdale.com/tourguidetraining

Please take the time to sit down and carefully read through all of this.
It has been provided to prepare you to excel and succeed at this position.

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Use this link to view the schedule:
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STEP 1: FIVE RIDE ALONGS

After you've done at least 5 (or more) ride alongs and can ride a segway proficiently and you have the route memorized, the next step will be to gain deeper insight into the workings of the Segway.

LEARN HOW A SEGWAY WORKS WITH A TRAINER

Download this file and go over the information with your trainer.

coaches_manual.pdf
File Size:	1055 kb
File Type:	pdf

Download File

THE PRE-TOUR set up procedure

What is a tour guide's pre-tour process?

Arrive 1 hour prior to the tour time (Operations manager will call the tour guide 10 minutes after the tour arrival time if guide has not arrived. This is part of the reason that we have a camera system in our shop, to verify that guides are arriving on time. We have to be strict about this because we get in a major jam if the guide isn't on time.)
Print Manifest and Set up Segways Immediately So You're Set Up 30 Minutes Prior (Get right to it. We don't want guests arriving while the guide is still setting up. People start arriving for the tour 30-15 minutes prior. If the guide is setting up while the guests are arriving, that is not 5 star stuff. Five stars is being set up and waiting... having all of you ducks in a row before they even show up.)
Place Helmets on Segways (Helmets need to be placed on the handle bars of the Segways in the training area. Guests put their helmets on there, not in the office.)
Get Waivers Ready (All guests must sign a waiver to participate.)
Load HeadSets and Water (We provide free bottled water. During that time, make sure that the water is cold. Also, make sure that the receivers for the headsets are all set to the same channel. Please don't use channel's 1-4. Our competition uses those stations. We have access to channels 5-16 and they don't.)
Set Your Dots Up (The dot's are signature to this company. Though they're simple and get dirty easily, they are a very powerful tool during training. Once you train a rider, just tell them to stand on their dot. This gives you the power to set a "place holder" for them. Once everyone is trained, you can then use the dots as a slalom course. You can just leave the dots on the parking lot when you're done training and pick them up when you get back from tour. If you don't enforce the dots, then its possible that your riders will be riding around the parking lot during training. We are extremely strict about this. We will operate on a warning basis with this. If you're not able to keep your riders on their dots while you train other riders, this may not be the job for you.)
Remain in the Training Area with Guests (The guide should be breaking the ice and chatting with the group before the tour starts. Don't leave them alone! Learning about the guests is important because it can help you get an idea of why they are in Scottsdale. People love talking about themselves... facilitate that and they will thank you for it.)
If Your Guests Have Not Arrived 15 Minutes Prior Call Them and Leave a Voicemail. (The guests phone number will be located on your manifest. We ask that they provide their cell phone numbers so they can be reached, but it doesn't always work out that way. We need to start our tours on time and end on time.)

TEACHING FIRST-TIMERS HOW TO RIDE...

Safety / Prevention Principles and Training Riders

It's a simple process, and should take no longer than 15-30 minutes depending on group size.

Introduce Yourself, Build Credibility (Tell your guests how many reviews you have accumulated for the company and how many years you've been with us. Tell them how much you love Arizona and how crazed you are about Segways)
Demonstrate The Checklist Orientation Principles of the Segway (See the orientation checklist for these items. All guides must cover the bullet points on the training/orientation checklist.)
Train one person at a time and ask them to stay in one place until the whole group is trained. (You should have the whole group feeling comfortable and standing in one place when the last person is trained. You don't want a group of people who have only been on the segway for 5 minutes riding around by themselves while you train someone. Keep them corralled using the dot system and maintain control over the process. This will set the tone for the entire tour.)
Have each rider demonstrate the emergency stop (One at a time, ask each rider to drive at you and do an emergency stop in front of you.)
Riding as a group in a formation (Once everyone is standing stationary.... get into a line and do a circle around the parking lot. Say "1-2-3 Stop" and the whole group stops at the same time. A lot of people have never ridden any type of a machine in formation and don't understand that it promotes safe riding. Get the group used to riding in a formation and following your instructions.)

UNDERSTANDING SEGWAY SAFETY

TRAINING POINTS TO COVER WHEN TEACHING
A GROUP HOW TO RIDE

POST TOUR EXPERIENCE

Old Town (Once the entire group has dismounted, invite them into the shop for some icy pops. There are free Otter Pops in the freezer for the guests. Thank them for touring with us an give them 2for1 cards.)

WHAT TO DO IF SOMEONE CRASHES ON YOUR TOUR...

If someone crashes on your tour (The first thing that the tour guide must do is determine if the rider is seriously injured and requires higher medical attention than what you can provide. You determine this by asking the rider what their pain levels are on a scale of 1-10, ten being very painful. The guest and tour guide must make the decision together as to what the next step to take it. Do they want to continue the tour? Do they need an ambulance? These conclusions must be made together with the guest.)
Notify a manager of the incident and file an incident report.

COMPANY GOLDEN RULES

If a guide is unable to follow these simple company rules, it will result in termination.
We will operate on a 3 strikes and you're out system.

Arrive on time to work everyday. Being late for work is not acceptable.
Abide by the standardized training procedure for every tour, regardless of the group sizes.
Never take your group out of the training area unless everyone in the group is proficient enough to take the tour.
Give crash free tours.
Adhere to the pre-set tour route and do not deviate from the route.
Demonstrate that you have great judgement out on tour. If you're making sketchy judgement calls out there, we will have to have a sit down and talk about it.
Abide by the the city of Scottsdale's rules of conduct provided in the "Tour Guide Etiquette" section that is above this section.
Conduct tours for the allotted amount of time that guests pay for. No more, no less.
Plug the segway's in once your tour is over. Guide's hours will be penalized for not plugging in segway's after tour. We get into a big time jam if the machines aren't charging.
Keep it professional when you're in the office. Keep it PG rated.
Treat our customer's with the utmost respect. They're on vacation most times. You know how it is when you're on vacation. You want to have fun but you don't want to get hurt on your trip. You also want to receive a little VIP treatment. A little "Very-Important-Person" treatment. Let's give them that!
Be a positive and uplifting influence on the other members of this company.
Be a team player.

LEARNING HISTORICAL INFORMATION FOR SCOTTSDALE
complete this quiz

Please copy and paste the questions below into a word or notepad document. Then please write 10 sentences in your own words, about each site. Please do not just copy and paste wikipedia info, it'll be obvious if you do! The reason why it's important for it to be in your own words is so you own the information and you'll be more able to say the words on tour if you take the time to learn the area, so you can guide and inform visitors to Scottsdale. After all, our company shirts say "guide" on them. Become a skilled guide!

Note: For restaurants, write 5 sentences

Please print and submit to - info@segwayofscottsdale.com - Please go the distance and research this stuff, it will help commit it to memory.

Scottsdale Spring Training Stadium (What team trains here? Where was the original spring training stadium for this team?)
Types of Cactus/Vegetation Specific to the Sonoran Desert
Herb Drinkwater - Statue
The Love Sign (The Creator. What is the pop art movement?)
Scottsdale Center for the Performing Arts
Restaurant - AZ88 (in the civic center mall)
The Chaplain Statue - Veterans Memorial
General Winfield Scott Statue (15 Sentences Please: This is the opportunity to blow their minds with historical knowledge. How scottsdale got it’s start, when he came here, how scottsdale got it’s name, who was Winfield Scott? What did his wife do? What does orange-dale mean?)
The Little Red School House (what purposes did it serve? when was it built? fun historical facts)
The Mission Restaurant
The Scottsdale Blacksmith Shop - aka The Cavalliere Blacksmith Ornamental Iron Shop)
What are the 5 “C’s" of Arizona and why?
The Rusy Spur Saloon - Restaurant
The Kiva Theatre / Stephen Spielberg (visit: blackmassmovies.com)
Name 5 really famous people from Scottsdale.
The Jack Knife Sculpture
Michael Mögliches “Horseshoe Falls”
Frank and Lupe’s Old Mexico Restaurant
The Circular Arabian Horse Statue on 5th and Marshall. (Why are there so many Arabian horse statues in Scottsdale?)
The Barrio Queen Restaurant (It’s their second location, where is the first?)
The Soleri Bridge (15 Sentences Please. Who was Paolo Soleri? Why are their storm bells hanging? Who influenced Paolo Soleri?)
The Doors, by Donald Lipski (Who was Lipski?)
The Culinary Drop Out Restaurant
The Pony Express Statue (Brief history of the pony express)
The Sugar Bowl - (What cartoon was conceived here? What was the name of the man who came up with it?)
Why do people flock to Scottsdale? What draws them here?
Who was Darrell Duppa and how did he name Phoenix? (What is the symbolism of The Mythical Phoenix and how does it relate to the Hohokam Canals.

PLEASE SIGN AND RETURN

I hereby acknowledge and understand the company procedures and policies above and understand that if I do not abide by the above stated instructions, policies and procedures, that it could result in my termination from Segway of Scottsdale.

PRINT NAME: ___________________ SIGN HERE: ___________________________________ DATE: ___________________________

NEW HIRE TRAINING CHECKLIST

Training will take place in this order.

Please have your trainer's sign off, acknowledging that you are able to proficiently carry out these tasks.

Demonstrate complete knowledge of how a Segway works and the names and functions of the parts of the Segway.