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  • Gangaramaya Nawama Maha Perehara – on 09th & 10th February 2017 Thursday 9th February 2017

      The Navam Perahera, held annually in February, displays the rich religious and cul.. more

  • Vesak Festival Monday 30th January 2017

    Vesak is the main Buddhist religious festival in Sri Lanka. During this time, people celebrate th.. more

  • Kala Pola 2017 Monday 16th January 2017

    Drawing inspiration from similar open-air Art Fairs in Europe, notably Montmartre in the French c.. more

Chauffeurs Code & Ethics

One of the major pluses in our operations are our team of chauffeurs who have been excellent. The comments received & the compliments made by the clients are many. They are a driving force in our operations.

The following guide lines are being provided to all our chauffeurs.

 

  1. 1.DRESS CODE for Chauffeurs
    • a. Arrival (At the Airport)
      • Well pressed long trousers
      • Well pressed short or long sleeves shirt
      • Suitable footwear(no slippers please)
      • Well groomed appearance(neatly combed hair, clean shaven or well trimmed beard/mustache)
      • Personal Hygiene (use of light deodorants preferably not strong perfumes, clean and well maintained fingernails.)

    • b. Departures (At Airport) or On Tour/Excursions
    • All points indicated above under ‘Arrivals’ will apply EXCEPT in the event where the group/clients will be transferred directly to the Airport after the tour.
      In such cases, the following dress code would apply.
      • Long trousers or jeans (not worn out or torn)
      • Small/ casual(long/ short sleeve shirt or Tee shirt with collars only)
      • Suitable footwear (not slippers) such as leather pumps or canvas shoes
      • Well – groomed appearance.

  2. 2.CONDUCT CODE
    • c. Client Servicing
    • Always be courteous to clients and follow the service guidelines given below.
      In the Hospitality industry, the element of “SERVICE” indicates;

      S Smiles for everyone

      E Excellence in everything we do

      R Reaching out to every guest with hospitality

      V Viewing every guest as special

      I Inviting guests to return

      C Creating a warm atmosphere

      E Eye contact shows that we care

      • Be patient, listen attentively and do not argue with the clients.

      • Be diplomatic when there is a problem .Do not ‘pass the buck’. Always check back with the relevant Company for all detail and thereafter try to help the clients in any way you can
      • Do not try to side- step the issue by claiming that it is not your fault.
      • Exceed clients’ expectations by always being cheerful, enthusiastic and ensuring that any promises you make to the clients, however small or trivial it may seem are kept.
      • While on tour, please remember that you are on duty and should be contactable by the clients especially in an emergency at nay time during the day or night. At all times your personal mobile phone should be switched “On” even during night hours.

    • d. In the event, a client fall SICK while on Tour
    • You are required to follow the procedures given below.
      • Ensure that the hotel doctor is called immediately. Ensure that the doctor’s instructions are strictly adhered to.
      • Ensure that the respective Travel Company is informed.
      • If the illness is serious and requires hospitalization, please ensure that clients insurance documents are checked and a copy faxed through immediately to the relevant Travel Company. Also the insurance company will need to be informed directly by the clients immediately.
      • If clients are paying the doctor / hospital bills locally, clients should be advised to keep all the bills (including taxi fare if applicable) plus copy of the doctor / hospital diagnosis card so that they could make their claim from the Insurance Company on their return the amount of the reimbursement would depend on the type of policy held by the clients and therefore you could only advise clients to take up the matter with the Insurance Company on their return.

    • e. In case of an Accident
    • You are required to follow the procedures given below:
      • Ensue that clients are immediately taken care of and if required ensure medical attention or hospitalization.
      • Inform the relevant Travel Company immediately.
      • Ensure that a police entry is made and try to obtain a copy of the Police Report immediately.
      • Write a full report on the incident while the details are still fresh in your mind.
      • During the Tour, obtain a letter/ letters from the clients who are not injured especially if the accident is due to the fault of the other party.

    • f. In the event of a Robbery/Theft or misplacement of documents or loss valuables.
    • You are required to follow the procedures given below;
      • Inform the Hotel management immediately and the relevant Travel Company.
      • Ensure that a police entry is made and try to obtain a copy of the Police Report immediately.
      • Write a full report on the incident while the details are still fresh in your mind.
      • Obtain a letter/ letters from the clients with regard to the incident.

    • g. General Conduct
      • Alcohol
      • The use of Alcohol during Tours or on official duty is strictly prohibited.

      • Courteous
      • Chauffeurs should be courteous to all hotel staff even at the most junior levels. If there is a problem with any member of the hotel staff (for example, overbooking or slow service. etc.) do not argue with the staff member. This should be immediately brought to the notice of the Hotel management or to the relevant Travel Company where applicable.

      • Grievance
      • Personal grievances should not be discussed with the clients.

      • Promotion of Excursions/other activities
      • You should always promote these activities such as Herbal treatment, Jeep & Elephant Safaris and adhere to the strict guidelines given by the DMC. Its up to the clients to choose same or refuse.

      • Harmony
      • Chauffeurs should be courteous to the Guides. Should there be any disharmony between the driver/conductor and the guide, this should be immediately brought to the attention of Travel Company. Under no circumstances are the chauffeurs / conductors to argue with guides especially in front of the clients.

      • En – route Stops
      • Chauffeurs should not stop en – route with clients in the vehicle for any personal reason (such as buying vegetables or to visit a sick relative.) The clients should not even be consulted about this –some chauffeurs ask the clients for their permission to do so and this should not happen.

      • Smoking
      • It is not permitted during explanations at places of interest and inside the vehicle.

      • Stickers
      • Sticker with the company logo should be pasted on the vehicle as per the instruction given at all times during transfers and tours by the DMC

      • Mobile phones
      • The use of cellular phone is strictly prohibited while driving. Please also limit personal calls in the presence of clients and do not make available your personal cellular phone to clients with the intention of having a personal income.

      • Briefing
      • All Chauffeurs should call over at office for tour briefing. The tour itinerary should be read and understood including the Reservations status which should be crossed checked with the itinerary, prior to commencement of each tour.

      • Contacting
      • Whilst on tour, all hotels/Restaurants should be contacted prior to arrival to ensure reservations are in order and to prevent any misunderstanding on arrival.

      • Tour Evaluation Report
      • On completion of each tour, the duly completed reports to be handed over to the Executive in charge in office / accounts department.

      • Open Meals
      • Clients should be taken to places advised by the Tour Company at different locations, where Health & Safety issues are checked and cleared.

      • Receipts
      • All establishments / suppliers should be encouraged to issue individual receipts to clients for all additional services purchased locally, which are not encompassed in the original tour itinerary such as Optional tours, Elephant Safaris, Open meals, shopping etc.

      • Change of Itinerary
      • If you are compelled to change the original itinerary owing to unavoidable circumstances, please seek advice and prior approval from office authorities concerned

      • Jeep Safaris
      • All clients should be transported up to the main entrance of the national park in the company vehicle from the respective hotels and thereafter to be transferred to the jeep. No clients should be allowed to get off the jeep during the safari inside the parks, unless otherwise in an area permitted to disembark.

      • Departure/Reconfirmation
      • All air tickets should be checked physically on day of arrival for “ok status”,“Departure coupon” etc. any error should be brought to the notice of office immediately in order to resolve the matter prior to their departure.

      • Punctuality
      • At all times chauffeurs have to be on time for arrival/ departure and at hotels(Clients should not be kept waiting / idling)

    • h. Shopping Visits
      • Please note that shopping is not mandatory and the decisions should be left to the clients.
      • Limit the number of shops visited (E.g.: one Jewellery shop, one Batik shop, etc) in order not to create the wrong impression in the clients mind. Selection of the type of shopping is totally up to the clients.
      • Please brief the clients well of items purchased locally that requires to be shipped pertaining to the time duration, where it would be sent to (door step delivery or closet port etc), whether taxes need to be paid at the port of collection etc.

    • i. Tipping
      • All tipping is at the clients/Foreign Tour Leaders discretion.
      • Under NO circumstances is a Chauffeur to recommend an amount that clients should give him as a tip .Even if asked by clients, the Chauffeur should advise the clients that a tip is purely voluntary and should therefore be the decision of the clients.

    • j. Breakdown or Dissatisfied With Vehicle
      • Inform the relevant Travel Company and request replacement vehicle immediately if necessary.
      • If a break down occur en –route and the replacement vehicle would take awhile to reach the spot, try to find suitable transport which you could hire to take clients to the next hotel as per the itinerary.
      • Also, always bear in mind the comfort of the clients. Do not keep clients standing in the heat on the road but try to take them to the nearest Hotel / Restaurant while they wait.
      • Constant communication with clients is of paramount importance, keeping them informed of what is going on and what course of action will be taken.
      • On completion of tour, vehicle break down form should be filled and handed over to the office.

    • k. Falling Sick While on Tour
    • In the unlikely event where the chauffeur guide falls sick, the following list of activities should be activated;
      • The relevant Travel Company should be informed immediately (office during the week and the respective person handling the file/market during the holidays).
      • If you are to be replaced, please ensure that you wait with clients until the replacement arrives. Do not leave the clients until you have properly handed over and briefed your replacement chauffeur of the remaining programme including clients’ likes/dislikes and other finer tips to make the tour better. Please also ensure that all tour expenses are accurately handed over to the relief chauffeur.
      • All replacements should be authorized by the travel company and it will not be at the chauffeur’s discretion.

    • l. Settlement of Tour Expenses
    • Tour advances should be settled within 3 working days on completion of the tour with all relevant documents.

  3. 3.HEALTH & SAFETY MEASURES
    • While the company takes all possible measures to ensure the safety of clients in all Tours, the respective chauffeur guides should take full responsibility to ensure the safety of clients during the tours and whilst performing any Excursion activities
    • This would include activities such as jeep rides, Elephant back rides, trekking, and even recommending places for massage, etc … since there is an element of risk involved.
    • Thereby, it is your duty to understand this concept and then enlighten all clients ad makes them sensitive to these issues in order to ensure they have a safe and enjoyable holiday experience.
      • Road Safety
      • Be cautious at all times when walking or crossing the road. Traffic in Sri Lanka is on the left. In case of a large group, they should comply with all national & regional regulations relating to road safety should drive with care and attention and within the designated speed limits.

      • Valuables
      • At Hotels – Most hotels offer safety deposit lockers free of charge. Hotel safes should be used for valuables. In case of any issues pertaining to placing of valuables should be checked with the reception and keep clients briefed. On Tour – Please advice clients NOT to leave any valuables in the vehicle during the tour and request to keep it with them.

      • Use of Safari Jeeps
      • You are required to drop off the clients at the respective park entrance as a matter of safety. Jeeps should not be allowed to transfer clients from the hotel to the park entrance.
        Whilst on 4 x 4 safari, please ensure and advice clients not to step down from the Vehicle as it is an offense under the wild life act.

      • Feeding Animals
      • Please advise clients to refrain from feeding animals at wild life parks or tamed Elephants at Pinnawela Orphanage / during Elephant back rides or at Hotels

      • Hygiene
      • Be mindful of the general environment, cleanliness of toilets and the food served at restaurants /meal stops is hygienic. Any matters concerned should be brought to the immediate notice of the operational staff of the company or to the Health & Safety department.

      • Unauthorized Passengers
      • Chauffeurs should comply with the journeys allocated to them in the most direct route and should not stop to pick up any additional unauthorized passengers en –route.

      • Fire Safety
      • You are required to understand how to act and behave in case of Fire in your vehicle. First attend to the safety of your client and then attend to extinguishing the fire.

      • Signage
      • For coaches and Mini Coaches notices containing the following minimum instructions, either in English or pictogram. Should be visible to all passengers
        - Emergency Exits if available (including location and operating instructions)
        - Locations of fire extinguishers
        - No smoking
        - Number of passengers permissible
        - Wear seat belts where provided
        - Do not distract the driver when the vehicle is in motion

        For Cars and Micros , notices containing the following minimum instructions, either in English or pictogram should be visible to all passengers.
        - Wear seat belts
        - No smoking
        - Do not distract the driver when the vehicle is in motion.

      • Vehicle Checks
      • Regular checks of the vehicle to ensure that the vehicle to ensure that the operating safely should be made by the driver including:
        • -Lights (head, side, brake, indicators, and hazard, reversing) should be fully -Operational, casing not broken and the correct colour
          -Brakes all systems fully functioning and fluid level correct
          -Tyres ensure sufficient tread depth, condition and pressure, including spare.
          -Horn in working condition.
          -Oil, Coolant, screen wash all topped up to the correct level.
          -Windscreen wipers and blades, fully functioning, clean and effective
          -Seat belts operating correctly
          -Emergency exits (larger Mini buses 18 seats) clearly signed and in working order. Windows
          -Hammers (coaches), fire extinguishers and first aid box all in place and clearly signed.
          -Revenue license & Insurance covers
          -Please see that the insurance papers & revenue license are in order before Commencements of any tour, excursion or transfers



 

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Tour Sri Lanka with Acme Travels – package tours including nature / wildlife tours to suit your budget. Holiday vacationing Sri Lanka with extensions to Maldives, India, Nepal.

Telephone : +94 (0)11 4527575/ +94 (0)11 2596114
+94 (0)11 2554538

Fax : +94 (0)11 2554539