Topics: Motorcoach Operation and Safety; Situational Awareness & Critical Incident Preparedness; Issues of Group Touring
9:00 Registration & Morning Brew (on your own) Auraria Faculty and Staff Club
9:30 Motorcoach Operation and Safety (Arrow Stage Lines)
11:00 Break (Walk to the Auraria Faculty and Staff Club)
11:15 Situational Awareness, Critical Incident Preparedness (Denver Police Department)
12:30 Lunch (Served in the Auraria Faculty and Staff Club)
1:15 Issues of Group Touring (Small Group activity, report back to whole group) In “table groups,” participants will discuss situations that have occurred on a group tour and arrive at a solution for the tour guide. Each table group then presents their solution to the whole group and receive comment.
2:50 Closing Remarks
Seminar Leader: Mike Pearl, Ph.D., C.I.T.M. 19291 E Rice Dr. Aurora, CO 80015 firstname.lastname@example.org (303) 868-0023 (voice & text)
RMGA Seminar: Leading a Successful Group Tour
RMGA Seminar – February 20, 2017
Leading a Successful Group Tour
Auraria Faculty and Staff Club
1041 West 9th Avenue, Denver, CO 80204
There were just eight of us who met at the Auraria Faculty and Staff
Club at 9:00 am on February 20, 2017. At 9:30, Mike Pearl led
us out to the Arrow coach, waiting nearby. Mike introduced Sherri
David, Denver Administrative & Safety Assistant who is a great resource
for any tour manager/tour guide. She has been a driver for 30 years,
was in the Army for 10 years, and is now the Safety and Training person
at Arrow – a position she has held for 4 years. Sherri is also a graduate
of IGA. Sherri introduced us the several styles of coaches and described
the differences. Arrow uses only new (less than two years old) coaches
for OTR tours – safety and reliability are key.
All of these have microphones, be sure to check it out – the wireless mike may not be working, generally the wired mikes do work.
MCI – easy to get to USB – use auxiliary
Sherri stresses three points of a successful tour guide: Effectiveness, are you able to handle a critical incident and are you aware of your environment.
We each introduced ourselves to Sherri – we have varied roles in tourism: docent, tour guide, tour manager, M&G, Amtrak, Visit Denver, and the Capitol.
Sherri went over requirements for loading and unloading a coach:
There is a fire extinguisher either behind the driver or near the right front seat
The coach is not supposed to idle longer than 5 minutes
The coach needs to run at 15,000 BTUs from 20-40 minutes to burn of this exhaust buildup “regen” and to avoid excessive buildup the coach needs to run at more than 20 mph
Loading and unloading luggage is the driver’s responsibility
The driver loads the luggage – NOT YOU – nor the passengers
Remember that it is YOUR RESPONSIBILITY to match passengers and luggage
Drivers have QR app that they can run to see the video on how this particular coach is run, how to work the audio/visual, etc.
40 hours of driving
40 hours of class
This month’s class was on pre-check
Last month’s was on driver fatigue
These classes can be done by phone
These coaches have USB, Bluetooth, DVD capabilities.
For a tour guide / tour manager- Arrow suggests that you sit and face forward – much safer than any type of standing might be. All the newer coaches have seat belts (since 2010) you would be wise to use them – even though there is not a law requiring the use.
Have the coach arrive at the pickup point 5 minutes early so that they are loaded and ready to go on time
Be sure you are aware of parking/standing locations for the coach
If you as a tour guide/manager have issues with the driver, communicate them to the driver – customer service is extremely important at Arrow
10 hours of driving in any 15 hour period
8 hours of rest are required in any 24 hour period – this rest resets the clock of hours driving in any 15 hour period
On duty 15 hours in any 24 hour period
70 – number of hours the driver can be on duty in any 7 day period
There are two exceptions:
If there is a problem that takes his time – coach breakdown, etc. the driver can request an exception to continue on after problem fixed
In 2018, DOT requires electronic sign in and sign out for the driver – this has not been required before
Your passengers need to leave the coach at a tour stop (i.e., a tour of the Capitol) so that the driver can sign off because he is on duty if passengers remain in the coach as his responsibility
They also need to exit the coach at a lunch break, again so that the driver gets time off the clock for a meal.
When do you call the company to report the driver?
After lunch, Mike Pearl continued with our education:
Check the Critical Incident / Situational Awareness template
Mike Pearl provided us each with a sample template for information if you encounter an incident when you are on a tour – not necessarily on the coach – please refer to this template for additional information
For extreme response such as an active shooter or incident in the area:
There are three options (check the Homeland Security video):
Mike had suggestions for the protocol in such scenarios:
In Washington, DC – look for the National Park Police
The most important answer: HAVE A PLAN!!!!!!!!
Know where the exits are, know where your group is, watch for unusual activity, watch for uniforms
What are your options?
And who might have difficulty getting off the coach
Identify a group leader so they don’t think you are the shooter
There is a “black box” in the coach that records everything in the coach
Afterwards, you and others may need to be treated for PTSD
On a coach, you cannot practice a walk-through of an incident so do it in your head to be sure you know what steps to take to work on the problem
Tour problems – road closures, bad weather
Guest problems – loud, unruly or drunk passengers
We finished up at 3pm and, as you can see, there is lots of information to digest and many scenarios to think about and ways to avoid or resolve problems
Great seminar!!!!!! Thanks Mike!
Contact Information for Arrow Stagelines:
Address for all:
12295 East 37th Avenue
Denver, CO 80239
Sherri David, Denver Administrative & Safety Assistant
O - 303.373.9119
C - 303.995.4616
Sheri Kite, Rocky Mountain Sales Representative
O – 303.373.9119 , ext 14
Tony Barrios, Rocky Mountain Safety & Training Coordinator
O - 303.373.9119, ext 124
C - 303.523.2346
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