Operations Manual

TURISMO ECUADOR 24

Version 1.0

Corporate Document

This manual establishes the policies, procedures, standards, and protocols for the proper operation of Turismo Ecuador 24, with the objective of ensuring a safe, efficient, and high-quality service for all our clients.

Baños de Agua Santa – Ecuador
2021

CHAPTER 1

INSTITUTIONAL PRESENTATION

1. HISTORY

1.1 Historical overview

Turismo Ecuador 24 was founded in 2021, with the purpose of offering safe, authentic, and high-quality tourism experiences for national and international travelers who wish to discover the natural, cultural, and adventure richness that Ecuador offers.

The company began its activities in the city of Baños de Agua Santa, one of the main tourist destinations in the country, known for its waterfalls, adventure sports, hot springs, and Andean landscapes. Since its beginnings, Turismo Ecuador 24 has worked with the commitment to provide personalized service, prioritizing customer satisfaction, safety, and punctuality in every tour.

Over time, the company has expanded its tourism offer, incorporating day trips and circuits through different regions of Ecuador, including the Amazon, the Sierra, the Coast, and the Galápagos Islands, allowing travelers from all over the world to experience the country’s diversity through professionally organized experiences.

In addition to tour operations, Turismo Ecuador 24 has strengthened its digital presence through Google positioning strategies, social media, and international platforms, making it easier for tourists from different countries to book their trips quickly and safely.

Currently, the company continues innovating its operational processes, incorporating technology, continuously improving customer service, and establishing quality standards that allow it to consolidate itself as one of the most reliable tourism agencies in Ecuador.

2. MISSION

To provide memorable tourism experiences through professional, safe, and personalized service, offering high-quality tours that allow our clients to discover the natural, cultural, and gastronomic richness of Ecuador. We work with responsibility, honesty, and commitment, promoting sustainable tourism and contributing to the development of local communities.

3. VISION

To be recognized as one of the leading tourism agencies in Ecuador and a benchmark in the international market for service excellence, innovation, sustainability, and customer satisfaction, promoting Ecuador as one of the most important tourist destinations in Latin America.

4. CORPORATE VALUES

Commitment
We deliver each service with responsibility, punctuality, and professionalism, seeking to exceed our clients’ expectations.

Honesty
We act with transparency in all our commercial operations, providing clear and truthful information about our services and rates.

Respect
We value our clients, employees, suppliers, and local communities, promoting relationships based on trust and good treatment.

Safety
The safety of our passengers and employees is our top priority during all tourism activities.

Quality
We pursue continuous improvement in each of our processes to provide excellent services.

Teamwork
We encourage cooperation among all members of the company to achieve common goals and deliver an exceptional experience.

Innovation
We implement new technological tools and marketing strategies to continuously improve our services.

Environmental responsibility
We promote responsible tourism, encouraging care for the environment and respect for Ecuador’s biodiversity.

5. SERVICE PHILOSOPHY

At Turismo Ecuador 24, we believe that every trip represents a unique and unrepeatable experience. For this reason, all our staff must provide warm, professional service oriented to meeting the needs of each visitor.

Our service philosophy is based on the following principles:

The customer is the reason for the company’s existence.
Every interaction must generate trust and security.
Punctuality shows respect for the customer’s time.
Listening to the customer is as important as providing information.
Safety prevails over any commercial interest.
Solving problems quickly strengthens visitor trust.
Every tour must become an unforgettable memory that motivates the client to recommend our services.

All employees represent the image of Turismo Ecuador 24 and are responsible for maintaining high service standards before, during, and after each tourism experience.

6. OBJECTIVES

General Objective

To offer excellent tourism services that guarantee safe, organized, and memorable experiences, promoting responsible tourism and contributing to the sustainable development of Ecuador.

Specific Objectives

Provide personalized attention from the first contact until the completion of the service.
Guarantee passenger safety through standardized operational procedures.
Maintain high levels of customer satisfaction through continuous improvement.
Increase the national and international positioning of Turismo Ecuador 24.
Continuously train staff in customer service, safety, and tourism knowledge.
Promote sustainable tourism by respecting Ecuador’s natural and cultural heritage.
Establish strong relationships with strategic suppliers to ensure high-quality services.
Increase the number of repeat customers and recommendations through memorable experiences.
Strengthen the company’s reputation through positive reviews and an excellent digital presence.
Optimize internal processes to improve operational efficiency and company profitability.

CHAPTER 2

ORGANIZATIONAL STRUCTURE

2.1 Chapter objective

To establish the organizational structure of Turismo Ecuador 24, defining the responsibilities, authority, professional profile, and performance indicators of each position, with the purpose of ensuring efficient management, proper coordination between the different areas of the company, and an excellent service for our clients.

2.2 Organizational Chart

                              GENERAL MANAGER

      ┌───────────────┬──────────────┼──────────────┬──────────────┐

      │               │              │              │              │

Administration    Marketing     Supervisor      Accounting      Human Resources*                                      │

                         ┌────────────┴────────────┐

                         │                         │

                 Sales Consultant             Operations

                                   ┌───────────────┴───────────────┐

                                   │                               │

                                Guides                        Drivers

2.3 Functions of the General Manager

Job objective

To plan, direct, organize, and control all activities of Turismo Ecuador 24, ensuring the sustainable growth of the company, customer satisfaction, and business profitability.

Responsibilities

Define the company’s strategic planning.
Approve budgets and control financial resources.
Supervise all company areas.
Design new tourism products.
Approve promotions and commercial strategies.
Negotiate with suppliers and strategic partners.
Legally represent the company.
Supervise compliance with safety regulations.
Evaluate staff performance.
Implement continuous improvement processes.
Periodically review performance indicators (KPIs).
Ensure compliance with current tourism legislation.

Job profile

Degree in Tourism, Business Administration, or related fields (preferred).
Minimum 3 years of experience in tourism management.
Leadership and decision-making skills.
Knowledge of national tourism.
Intermediate or advanced English.
Knowledge of digital and administrative tools.

Performance indicators

Monthly sales growth.
Company profitability.
Customer satisfaction level.
Achievement of strategic goals.
Number of resolved complaints.
Growth of repeat customers.
Average rating on Google and digital platforms.

2.4 Operations Supervisor

Job objective

To coordinate and supervise daily execution of all tours, ensuring that each service meets the quality, safety, and punctuality standards established by Turismo Ecuador 24.

Responsibilities

Coordinate daily departures.
Verify vehicle availability.
Assign guides and drivers.
Supervise schedules.
Confirm bookings.
Review documentation.
Resolve operational issues.
Control itinerary compliance.
Report updates to management.
Supervise equipment maintenance.

Job profile

Studies in tourism or administration.
Experience in operational coordination.
Leadership.
Organization.
Problem-solving ability.
Excellent communication skills.

Indicators

Tour punctuality.
Number of operational incidents.
Itinerary compliance.
Emergency response time.
Customer satisfaction.

2.5 Sales Advisor

Job objective

To provide personalized advice to clients before purchase, converting inquiries into bookings through fast, professional service focused on visitor needs.

Responsibilities

Handle WhatsApp inquiries.
Respond to social media messages.
Answer phone calls.
Prepare quotations.
Follow up with clients.
Confirm bookings.
Register payments.
Keep database updated.
Promote new products.
Request documentation when necessary.

Job profile

Excellent communication skills.
Intermediate or advanced English.
Knowledge of national tourism.
Sales skills.
CRM or Excel management.
Excellent spelling.

Indicators

Average response time.
Conversion of inquiries into sales.
Number of bookings made.
Customer satisfaction level.
Monthly sales.

2.6 Tour Guide

Job objective

To provide tourist, historical, cultural, and environmental information during each tour, ensuring a safe, educational, and memorable experience for all passengers.

Responsibilities

Greet passengers warmly.
Explain the itinerary.
Provide tourist information.
Ensure group safety.
Coordinate timing.
Answer questions.
Assist in emergencies.
Maintain communication with the office.
Promote environmental respect.
Request reviews at the end of the tour.

Job profile

Certified guide (preferred).
Intermediate or advanced English.
Excellent verbal communication.
Knowledge of Ecuador.
First aid training.
Positive attitude.

Indicators

Customer evaluation.
Punctuality.
Itinerary compliance.
Number of incidents.
Positive reviews mentioning the guide.

2.7 Driver

Job objective

To transport passengers safely, responsibly, and punctually, ensuring proper vehicle condition and compliance with traffic regulations.

Responsibilities

Drive safely and responsibly.
Perform daily vehicle inspection.
Keep the vehicle clean.
Report mechanical issues.
Meet schedules.
Support the guide when necessary.
Follow traffic laws.
Check fuel levels.
Verify vehicle documents.

Job profile

Valid professional driver’s license.
Proven experience.
Clean driving record.
Knowledge of tourist routes.
Service-oriented attitude.

Indicators

Reported accidents.
Punctuality.
Fuel efficiency.
Vehicle condition.
Passenger evaluation.

2.8 Marketing Manager

Job objective

To position Turismo Ecuador 24 nationally and internationally through digital marketing strategies, advertising, and content creation that increases bookings and strengthens the company’s reputation.

Responsibilities

Manage social media accounts.
Create content.
Post on TikTok, Instagram, and Facebook.
Manage advertising campaigns.
Optimize the website.
Work on SEO positioning.
Analyze metrics.
Design promotions.
Manage online reputation.
Coordinate campaigns with sales.

Job profile

Studies in Marketing or related fields.
Knowledge of SEO.
Google Ads.
Meta Ads.
Basic graphic design.
Photography and video skills.
Copywriting skills.

Indicators

Monthly reach.
Follower growth.
Website traffic.
Generated inquiries.
Marketing-driven conversions.
Google positioning.

2.9 Accounting

Job objective

To properly manage the financial resources of Turismo Ecuador 24, ensuring tax compliance, control of income and expenses, and reliable financial reporting for decision-making.

Responsibilities

Record income and expenses.
Issue invoices.
Reconcile bank accounts.
Prepare financial statements.
Manage supplier payments.
Tax declarations.
Cash control.
Prepare budgets.
Support audits.

Job profile

Degree in Accounting or Finance.
Knowledge of Ecuadorian tax regulations.
Accounting systems management.
Advanced Excel.
Organization and confidentiality.

Indicators

Tax compliance.
Accuracy of financial records.
Cash flow.
Report delivery time.
Annual budget compliance.

2.10 Communication between departments

To ensure efficient service, all departments must maintain continuous communication. Confirmed bookings must be immediately reported to the Operations Supervisor; this person will coordinate with guides and drivers, while Accounting will verify payments and Marketing will track campaigns and results. Management will oversee compliance with institutional objectives and promote continuous improvement through periodic meetings and performance indicator evaluations.

CHAPTER 3

CUSTOMER SERVICE MANUAL

3.1 OBJECTIVE

To establish the standard procedure for customer service from the first contact to the completion of the service and post-sale management, ensuring a personalized, efficient, safe experience focused on customer satisfaction.

3.2 SCOPE

This procedure applies to all employees who have contact with national and international clients through:

WhatsApp
Phone calls
Facebook
Instagram
TikTok
Website
Google Business
Email
In-person service

All employees must follow this procedure without exception.

3.3 SERVICE PHILOSOPHY

Every client represents an opportunity to build a relationship of trust. Our goal is not only to sell a tour but to create an experience that motivates the client to recommend us and return.

Service principles:

Kindness
Speed
Honesty
Patience
Professionalism
Clear communication
Immediate problem resolution

3.4 SERVICE PROCESS FLOW

Client writes
│
▼
Response within 5 minutes
│
▼
Friendly greeting
│
▼
Needs identification
│
▼
Presentation of options
│
▼
Quotation
│
▼
Doubt resolution
│
▼
Follow-up
│
▼
Booking confirmation
│
▼
Deposit payment
│
▼
Booking registration
│
▼
Tour reminder
│
▼
Tour execution
│
▼
Review request
│
▼
Post-sale follow-up

3.5 STEP 1 – MESSAGE RECEIPT

Objective

Respond quickly to build trust from the first contact.

Maximum response time

Working hours: maximum 5 minutes
Outside working hours: maximum 30 minutes or send an automatic message indicating when it will be attended

Policy

Never leave a message unanswered.

Example

Client:
Hi, I'm interested in the Amazon Tour.

Response:
Hello! Thank you for contacting Turismo Ecuador 24.
My name is Carlos and I will be happy to assist you.
May I know the date you would like to travel and how many people are in your group?

3.6 STEP 2 – GREETING

Every client must receive a friendly greeting.

Spanish model

Good morning.
Thank you for contacting Turismo Ecuador 24.
It will be a pleasure to help you plan your trip.

English model

Hello!
Thank you for contacting Turismo Ecuador 24.
It will be my pleasure to assist you.

3.7 STEP 3 – NEEDS IDENTIFICATION

Before offering a tour, the advisor must collect information.

Mandatory questions:

Client’s name
Nationality
Language
Travel date
Number of passengers
Approximate age
Are they traveling with children?
Are they looking for adventure or nature?
How long will they stay in Baños?
Do they have their own transport?
Where are they staying?

Never provide a quotation without understanding the client’s needs.

3.8 STEP 4 – TOUR RECOMMENDATION

Based on the answers, the advisor will recommend the most suitable tour.

Examples:

Couple with one day available → Waterfalls Route
Family with children → Amazon Day Tour
Adventure traveler → Baños Extreme
Elderly travelers → City Tour + Tree House

The recommendation must explain why that tour is the most convenient.

3.9 STEP 5 – QUOTATION

Every quotation must include:

Tour name
Duration
Departure time
Price per person
Included services
Not included services
Meeting point
Payment method
Tour photos

Example:

Waterfalls Route
Departure: 09:00
Return: 17:30

Includes:

Tourist transportation
Bilingual guide
Visit to Pailón del Diablo
Tree House
Swing at the End of the World

Does not include entrance fees.

3.10 STEP 6 – OBJECTION HANDLING

The advisor must respond with confidence and courtesy.

Objection:
“It is very expensive.”

Response:
I understand your concern. Our service includes authorized tourist transportation, a professional guide, and assistance throughout the tour, ensuring a safe and organized experience.

Never discredit competitors.

3.11 STEP 7 – FOLLOW-UP

If the client does not respond after the quotation:

First follow-up: 12 hours
Second follow-up: 24 hours
Third follow-up: 48 hours

Example:
Hello, we hope you are doing well.
We wanted to know if you are still interested in the tour. We are happy to answer any questions.

After the third attempt, register the contact as “Pending”.

3.12 STEP 8 – SALES CLOSURE

When the client confirms:

Request full name
WhatsApp number
Hotel
Number of passengers
Date
Selected tour

Confirm deposit amount.

3.13 STEP 9 – PAYMENT RECEIPT

Verify:

Amount received
Payment method
Proof of payment
Date

Immediately register the booking in the system.

Never confirm a reservation without verifying payment.

3.14 STEP 10 – CONFIRMATION

Send a message including:

Passenger name
Booked tour
Date
Departure time
Meeting point
Recommendations
Emergency contact number

Example:

Your reservation has been confirmed.
We will meet tomorrow at 08:45 at the Turismo Ecuador 24 office.

We recommend bringing comfortable clothing, sunscreen, a light jacket, and cash for entrance fees.

3.15 STEP 11 – REMINDER

One day before the tour, send a reminder.

Example:
Hello.
This is a reminder that tomorrow we will take the Amazon Tour.

Meeting time: 08:45

Do not forget to bring:

Passport or ID
Sunscreen
Insect repellent
Camera
Comfortable clothing

See you tomorrow.

3.16 STEP 12 – DURING THE TOUR

The advisor must remain available to resolve any issues.
The guide must report any updates to the office.
In case of delays or changes, the client must be informed immediately.

3.17 STEP 13 – POST-SALE

Within 24 hours after the tour:
Send a thank-you message.

Example:
Thank you very much for traveling with Turismo Ecuador 24.
We hope you enjoyed the experience.
It was a pleasure serving you.

3.18 REVIEW REQUEST

After the thank-you message, request a review.

Spanish example:
Your opinion is very important to us.
Could you please take a minute to leave us a Google review?

English example:
Thank you for traveling with Turismo Ecuador 24.
If you enjoyed your experience, we would greatly appreciate your review on Google.
Thank you very much.

3.19 REPEAT CUSTOMERS

Satisfied customers should be added to the database for future promotions.

Send information about new tours, special discounts, and important dates, avoiding more than one promotional message per month unless the client has requested more information.

3.20 CUSTOMER SERVICE QUALITY STANDARDS

All employees must comply with the following standards:

Respond to inquiries within 5 minutes during working hours
Use polite, professional, and respectful language
Do not provide incorrect or incomplete information
Confirm all agreements with the client in writing
Keep prices and availability updated
Register each booking on the same day of confirmation
Follow up on all quotations sent
Request a review from all clients after service completion
Record and report any complaints for analysis and improvement

3.21 PERFORMANCE INDICATORS (KPIs)

Indicator	Target
Average response time	≤ 5 minutes
Inquiries answered	100%
Conversion rate (inquiries to bookings)	≥ 30%
Correct booking registration	100%
Review requests	100% of clients
Average Google rating	≥ 4.9
Reminder sent	24 hours before tour
Complaints resolved within 48 hours	100%

3.22 CONTINUOUS IMPROVEMENT

Management will review customer service indicators monthly, analyze the main causes of complaints, and establish corrective and preventive actions to continuously improve passenger experience and strengthen the reputation of Turismo Ecuador 24.

CHAPTER 4

SALES MANUAL

4.1 OBJECTIVE

To establish the commercial process of Turismo Ecuador 24 to convert inquiries into bookings, ensuring professional, ethical, and personalized service that increases sales and customer satisfaction.

4.2 SCOPE

This manual is mandatory for:

Sales advisors
Customer service staff
General Manager
Any staff handling inquiries via WhatsApp, social media, phone, or in-person

4.3 SALES PHILOSOPHY

At Turismo Ecuador 24, we do not only sell tours; we help people live unforgettable experiences.

Our sales approach is based on:

Listening before offering
Recommending instead of pressuring
Providing transparent information
Building trust
Delivering what is promised
Building long-term customer relationships

The priority is not to close a sale at any cost, but to offer the tour that best fits the visitor’s needs.

4.4 SALES PROCESS

Client requests information
│
▼
Professional greeting
│
▼
Needs identification
│
▼
Presentation of options
│
▼
Quotation
│
▼
Doubt resolution
│
▼
Follow-up
│
▼
Booking request
│
▼
Deposit payment
│
▼
Confirmation
│
▼
Post-sale

4.5 STEP 1 – BUILD TRUST

The first seconds determine whether the client continues the conversation.

The advisor must:

Respond quickly
Introduce themselves by name
Write correctly
Maintain a friendly tone
Show willingness to help

Never respond only with:
“Price: 25 dollars.”

Always add context.

Example:
“Thank you very much for your interest in the tour. Before sharing the information, could you please tell me your travel date and how many people will be joining? This way I can recommend the best option for you.”

4.6 STEP 2 – IDENTIFY CUSTOMER NEEDS

Before selling, the advisor must understand the client.

Indicator	Target
Response time	≤ 5 minutes
Conversion rate	≥ 30%
Follow-ups completed	100%
Booking errors	0
Customer satisfaction	≥ 95%
Positive reviews	≥ 90% of satisfied clients
Monthly sales	As set by Management

Indicator	Target
Correct booking registration	100%
Booking errors	0
Same-day confirmations sent	100%
Changes processed within 2 hours	95%
Refunds processed within deadline	100%
Booking-related complaints	Less than 2%
Average booking registration time	Less than 10 minutes

CHAPTER 6 TOUR OPERATIONS

6.1 OBJECTIVE

To establish the standard operational procedures for each tour offered by Turismo Ecuador 24, ensuring passenger safety, itinerary compliance, and a high-quality experience.

TOUR 1: WATERFALLS ROUTE

General Information

Item	Information
Tour name	Waterfalls Route
Duration	Full day
Departure time	09:00
Return time	17:30
Tour type	Shared / Private
Difficulty	Low
Languages	Spanish / English

OPERATIONAL ITINERARY

Time	Activity	Duration
08:45	Passenger reception	15 min
09:00	Departure from office	30 min
09:30	Agoyán Viewpoint	20 min
10:00	Manto de la Novia Waterfall	30 min
11:00	Pailón del Diablo	90 min
13:00	Lunch	60 min
14:30	Tree House	45 min
15:30	Swing at the End of the World	30 min
16:30	Return to Baños	60 min
17:30	End of service	—

VEHICLE CHECKLIST

Before departure, the driver must verify:

Verification	Yes	No
Sufficient fuel	□	□
Brakes	□	□
Lights	□	□
Tires	□	□
First aid kit	□	□
Fire extinguisher	□	□
Documentation	□	□
Cleanliness	□	□
Water for passengers	□	□

GUIDE CHECKLIST

Activity	Compliance
Passenger list	□
Tickets available	□
Tour information	□
Microphone	□
First aid kit	□
Phone charged	□
Emergency contacts	□

WHAT TO EXPLAIN AT EACH STOP

Agoyán Viewpoint

Explain:

Geological formation
Pastaza River
Dam history
Hydroelectric importance

Time: 20 minutes

Manto de la Novia Waterfall

Explain:

Waterfall formation
Cable car (tarabita)
Local flora
Tourism importance

Time: 30 minutes

Pailón del Diablo

Explain:

History
Volcanic formation
Legends
Biodiversity
Safety rules

Time: 90 minutes

Tree House

Explain:

Tungurahua Volcano
Swing history
Tourism in Baños

Time: 45 minutes

WHAT THE GUIDE MUST CHECK

Before each stop verify:

Full group present
Weather conditions
Trail risks
Passenger physical condition
Available time
Communication with driver

SAFETY PROTOCOLS

The guide must:

Not allow passengers to leave authorized paths
Continuously count passengers
Maintain communication with the office
Report any emergency
Suspend activities if there is risk

PASSENGER RECOMMENDATIONS

Comfortable shoes
Sunscreen
Waterproof jacket
Water
Camera
Cash for entrance fees

RESPONSIBILITIES

Role	Function
Supervisor	Coordinate departure
Guide	Lead the tour
Driver	Safe transportation
Office	Tour monitoring

INDICATORS

Indicator	Target
Punctuality	100%
Accidents	0
Complaints	< 2%
Satisfaction	> 95%

TOUR 2: AMAZON TOUR (SAME FORMAT)

✔ General Information
✔ Itinerary
✔ Vehicle Checklist
✔ Guide Checklist
✔ What to Explain
✔ What to Check
✔ Protocols
✔ Indicators

TOUR 3: QUILOTOA (SAME FORMAT)

TOUR 4: COTOPAXI (SAME FORMAT)

TOUR 5: CHIMBORAZO (SAME FORMAT)

TOUR 6: BAÑOS CITY TOUR (SAME FORMAT)

GENERAL STANDARDS FOR ALL TOURS

Activity	Responsible
Confirm passengers	Sales Advisor
Check vehicle	Driver
Check tickets	Guide
Confirm weather	Supervisor
Inform schedules	Guide
Request reviews	Guide
Report updates	Supervisor

FINAL TOUR CHECKLIST

Activity	Completed
Tour completed as itinerary	□
Timetables met	□
No incidents	□
Photos taken	□
Reviews requested	□
Report delivered	□

CHAPTER 6 TOUR OPERATIONS

6.1 OBJECTIVE

To establish the standard operational procedures for each tour offered by Turismo Ecuador 24, ensuring passenger safety, itinerary compliance, and a high-quality experience.

TOUR 1: WATERFALLS ROUTE

General Information

Item	Information
Tour name	Waterfalls Route
Duration	Full day
Departure time	09:00
Return time	17:30
Tour type	Shared / Private
Difficulty	Low
Languages	Spanish / English

OPERATIONAL ITINERARY

Time	Activity	Duration
08:45	Passenger reception	15 min
09:00	Departure from office	30 min
09:30	Agoyán Viewpoint	20 min
10:00	Manto de la Novia	30 min
11:00	Pailón del Diablo	90 min
13:00	Lunch	60 min
14:30	Tree House	45 min
15:30	Swing at the End of the World	30 min
16:30	Return to Baños	60 min
17:30	End of service	—

VEHICLE CHECKLIST

Before departure, the driver must verify:

Verification	Yes	No
Sufficient fuel	□	□
Brakes	□	□
Lights	□	□
Tires	□	□
First aid kit	□	□
Fire extinguisher	□	□
Documentation	□	□
Cleanliness	□	□
Water for passengers	□	□

GUIDE CHECKLIST

Activity	Compliance
Passenger list	□
Tickets available	□
Tour information	□
Microphone	□
First aid kit	□
Phone charged	□
Emergency contacts	□

WHAT TO EXPLAIN AT EACH STOP

Agoyán Viewpoint

Explain:

Geological formation
Pastaza River
Dam history
Hydroelectric importance

Time: 20 minutes

Manto de la Novia

Explain:

Waterfall formation
Cable car (tarabita)
Local flora
Tourism importance

Time: 30 minutes

Pailón del Diablo

Explain:

History
Volcanic formation
Legends
Biodiversity
Safety rules

Time: 90 minutes

Tree House

Explain:

Tungurahua Volcano
Swing history
Tourism in Baños

Time: 45 minutes

WHAT THE GUIDE MUST CHECK

Before each stop verify:

Group complete
Weather conditions
Trail risks
Passenger physical condition
Available time
Communication with driver

SAFETY PROTOCOLS

The guide must:

Not allow passengers to leave authorized paths
Continuously count passengers
Maintain communication with the office
Report any emergency
Suspend activities if there is risk

PASSENGER RECOMMENDATIONS

Comfortable shoes
Sunscreen
Waterproof jacket
Water
Camera
Cash for entrance fees

RESPONSIBILITIES

Role	Function
Supervisor	Coordinate departure
Guide	Lead the tour
Driver	Safe transportation
Office	Tour monitoring

INDICATORS

Indicator	Target
Punctuality	100%
Accidents	0
Complaints	< 2%
Satisfaction	> 95%

TOUR 2: AMAZON TOUR (SAME FORMAT)

✔ General Information
✔ Itinerary
✔ Vehicle Checklist
✔ Guide Checklist
✔ What to Explain
✔ What to Check
✔ Protocols
✔ Indicators

TOUR 3: QUILOTOA (SAME FORMAT)

TOUR 4: COTOPAXI (SAME FORMAT)

TOUR 5: CHIMBORAZO (SAME FORMAT)

TOUR 6: BAÑOS CITY TOUR (SAME FORMAT)

GENERAL STANDARDS FOR ALL TOURS

Activity	Responsible
Confirm passengers	Sales Advisor
Check vehicle	Driver
Check tickets	Guide
Confirm weather	Supervisor
Inform schedules	Guide
Request reviews	Guide
Report updates	Supervisor

FINAL TOUR CHECKLIST

Activity	Completed
Tour completed as itinerary	□
Timetables met	□
No incidents	□
Photos taken	□
Reviews requested	□
Report delivered	□

CHAPTER 8

DRIVER OPERATIONS MANUAL

8.1 OBJECTIVE

To establish the procedures and responsibilities that drivers of Turismo Ecuador 24 must follow to ensure safe, punctual, comfortable, and high-quality transportation for all passengers.

8.2 SCOPE

This manual is mandatory for all drivers operating Turismo Ecuador 24 vehicles, whether owned or contracted.

8.3 DRIVER PROFILE

Driver requirements:

Requirement	Mandatory
Valid professional driver’s license	Yes
Minimum 2 years of tourist transport experience	Yes
Knowledge of tourist routes	Yes
Defensive driving course (preferred)	Yes
Basic first aid knowledge	Yes
Excellent customer service attitude	Yes

8.4 PERSONAL PRESENTATION

The driver represents the company’s image and must maintain a professional appearance.

Mandatory uniform:

Item	Compliance
Company shirt	□
Clean trousers	□
Closed shoes	□
ID badge	□
Neat hair	□
Good personal hygiene	□

Not allowed:

Driving with sandals
Driving without uniform
Smoking inside the vehicle
Consuming alcohol or illegal substances before or during service
Using mobile phone while driving (except hands-free when strictly necessary)

8.5 VEHICLE INSPECTION BEFORE EACH TOUR

The driver must perform a full inspection before departure.

Daily checklist:

Item	Correct	Notes
Engine	□
Oil level	□
Coolant	□
Brake fluid	□
Steering	□
Brakes	□
Clutch	□
Tires (pressure & wear)	□
Spare tire	□
Front lights	□
Rear lights	□
Turn signals	□
Windshield wipers	□
Horn	□
Mirrors	□
Seat belts	□
First aid kit	□
Valid fire extinguisher	□
Safety triangles	□
Vehicle documents	□

If any safety issue is detected, the vehicle must not operate until repaired.

8.6 VEHICLE CLEANLINESS

Check	Compliance
Exterior clean	□
Interior clean	□
Clean windows	□
Clean seats	□
Empty trash bins	□
No bad odors	□
Air conditioning working (if applicable)	□

Cleaning is the driver’s responsibility before and after each service.

8.7 FUEL MANAGEMENT

The vehicle must start each tour with sufficient fuel.

Procedure:

Check fuel level
Record mileage
Record fuel quantity
Keep receipt
Submit receipt to administration

Fuel record:

Date	Mileage	Liters	Cost	Signature

8.8 DEPARTURE PROCEDURE

Activity	Compliance
Confirm passengers	□
Check luggage	□
Confirm destination	□
Check doors	□
Explain seatbelt use	□
Confirm schedule	□

8.9 SAFE DRIVING

The driver must apply defensive driving at all times.

Mandatory rules:

Obey all traffic laws
Do not exceed speed limits
Maintain safe distance
Anticipate other vehicles’ movements
Reduce speed in curves and rain
Avoid sudden braking
Always use seat belt
Require passengers to use seat belts when available
No mobile phone use while driving

8.10 DURING THE TOUR

The driver must:

Maintain communication with the guide
Drive smoothly
Assist passengers with reduced mobility
Keep vehicle ventilated and clean
Respect authorized stops

8.11 OPERATIONAL STOPS

Stops may only be made in authorized and safe locations.

Before continuing:

Verification	Compliance
All passengers onboard	□
All luggage onboard	□
Doors closed	□
Guide ready	□

8.12 PREVENTIVE MAINTENANCE

Activity	Frequency
Oil change	As per manufacturer
Brake inspection	Monthly
Tire rotation	Every 10,000 km
Alignment & balancing	As needed
Electrical system check	Quarterly
Suspension check	Semi-annually
General inspection	As scheduled

All maintenance must be recorded.

8.13 ACCIDENT PROCEDURE

Stay calm
Stop vehicle safely
Check passengers
Contact emergency services if needed
Inform company office
Do not admit responsibility at the scene
Complete incident report

8.14 MECHANICAL FAILURE

Stop in a safe place
Turn on hazard lights
Place warning triangles
Inform office
Wait for instructions
Coordinate replacement vehicle if needed

8.15 MEDICAL EMERGENCIES

Inform guide
Stop in a safe location
Request medical assistance if needed
Stay calm
Inform office immediately

8.16 DRIVER RESPONSIBILITIES

Ensure passenger safety
Keep vehicle clean
Respect schedules
Report mechanical issues
Follow itinerary
Support the guide
Treat passengers with respect

8.17 PERFORMANCE INDICATORS (KPIs)

Indicator	Target
Driver-related accidents	0
Departure punctuality	100%
Daily inspections completed	100%
Clean vehicle compliance	100%
Driving complaints	< 2%
Maintenance compliance	100%
Passenger rating	≥ 4.9/5

8.18 CODE OF CONDUCT

Drivers must act with:

Professionalism
Responsibility
Honesty
Respect
Patience
Prudence
Punctuality
Commitment to safety

Prohibited:

Driving under alcohol or drugs
Speeding
Transporting unauthorized persons
Modifying routes without authorization
Using mobile phone while driving
Arguing with passengers

8.19 CONTINUOUS IMPROVEMENT

Drivers will regularly participate in training on defensive driving, customer service, road safety, first aid, and tourism operations. Management will evaluate performance through inspections, maintenance reports, internal audits, and passenger satisfaction surveys, implementing corrective and preventive actions to ensure a safe and high-quality service.

CHAPTER 9

SAFETY AND EMERGENCY MANAGEMENT MANUAL

9.1 OBJECTIVE

To establish prevention, response, and recovery procedures for emergency situations that may occur during the delivery of tourism services by Turismo Ecuador 24, ensuring the safety of passengers, staff, suppliers, and third parties.

9.2 SCOPE

This manual is mandatory for:
• General Manager
• Operations Supervisor
• Tour Guides
• Drivers
• Administrative Staff
• Suppliers providing services during tours

9.3 SAFETY PRINCIPLES

All employees must act according to the following principles:

Principle	Description
Prevention	Identify and reduce risks before the tour begins
Protection	Prioritize the physical integrity of passengers and staff
Communication	Report any incident or emergency promptly
Organization	Follow established protocols without improvisation
Speed	Act immediately in any risk situation
Coordination	Work with authorities and emergency services when necessary

9.4 RESPONSIBILITIES

General Manager
• Approve safety protocols
• Ensure resources for emergency response
• Coordinate with authorities when necessary
• Evaluate incidents and define corrective actions

Operations Supervisor
• Ensure each tour complies with safety protocols
• Maintain communication with guides and drivers
• Coordinate logistical support during emergencies
• Prepare incident reports

Guide
• Explain safety rules before the tour
• Keep the group together
• Identify risks during the tour
• Provide basic first aid if trained
• Report incidents immediately

Driver
• Drive defensively
• Keep the vehicle in safe condition
• Assist during evacuations when needed
• Support the guide during emergencies

9.5 GENERAL EMERGENCY PROTOCOL

Emergency detected
↓
Protect passengers
↓
Assess the situation
↓
Inform the office
↓
Request emergency services support
↓
Apply specific protocol
↓
Record the incident
↓
Follow-up and closure

9.6 ACCIDENTS

Procedure

Stay calm
Secure the area to prevent further risk
Check passengers’ condition
Request medical assistance if needed
Inform the office immediately
Do not move injured persons unless there is imminent danger
Record the incident

Checklist

Activity	Completed
Passengers protected	□
Emergency services contacted	□
Office informed	□
First aid kit used	□
Report completed	□

9.7 PASSENGER LOSS

Before leaving any attraction:
• Count all passengers
• Confirm the group is complete

If a passenger is missing:

Confirm identity
Attempt phone contact
Check meeting points
Inform the office
Coordinate search with local staff or authorities if needed
Keep the group informed

Never leave the site without supervisor authorization.

9.8 WILDLIFE

During Amazon or natural area tours:

Prohibited:
• Feeding animals
• Touching them
• Chasing them
• Throwing objects

If a dangerous animal appears:
• Stay calm
• Keep the group together
• Move away slowly if safe
• Follow guide or park authority instructions

9.9 NATURAL DISASTERS

Heavy rain
• Evaluate road conditions
• Suspend tour if there is risk of landslides or flooding
• Inform passengers of changes

Landslides
• Do not cross unstable areas
• Find an authorized alternative route
• Inform the office immediately

Volcanic activity
• Follow authority instructions
• Avoid restricted areas
• Suspend tour if safety is compromised

Earthquakes
• Move away from unstable structures, poles, and electrical lines
• Stay calm
• Wait for official instructions before resuming

9.10 FIRST AID

Each vehicle must carry a complete and valid first aid kit.

Minimum contents

Item	Available
Disposable gloves	□
Sterile gauze	□
Bandages	□
Adhesive tape	□
Scissors	□
Antiseptic	□
Thermal blanket	□
CPR mask	□
Saline solution	□

Basic procedure

Assess the scene
Protect the injured person and group
Check consciousness
Call for medical help if needed
Provide only trained first aid
Record assistance provided

9.11 EVACUATIONS

Evacuation may occur due to:
• Natural risk
• Fire
• Accident
• Medical emergency
• Authority order

Procedure

Stay calm
Gather the group
Explain instructions
Count passengers
Evacuate through safe route
Recount passengers
Inform the office

9.12 LOST ITEMS

If a passenger reports a lost item:

Register the report
Check the vehicle
Consult guide and driver
Contact visited establishment if applicable
Inform passenger of results

9.13 EMERGENCY COMMUNICATION

Communication must be:
• Clear
• Brief
• Precise
• Timely

Minimum information:
• Location
• Time
• Type of incident
• Number of people affected
• Passenger condition
• Actions taken

9.14 INCIDENT REPORT

Information	Record
Date
Time
Location
Tour
Guide
Driver
Incident description
People involved
Actions taken
Recommendations

9.15 TRAINING

All staff must regularly receive training in:
• First aid
• Emergency management
• Evacuation
• Risk prevention
• Crisis customer service
• Road safety

9.16 SAFETY KPIs

Indicator	Target
Preventable accidents	0
Complete first aid kits	100%
Vehicle inspections before tours	100%
Staff trained in first aid	100%
Incident reports submitted	100%
Office communication time	< 5 minutes
Drills conducted	At least 2 per year

9.17 GENERAL SAFETY POLICIES

• Passenger safety has priority over itinerary
• No tour starts without vehicle and safety inspection
• All incidents must be reported
• No employee may work under alcohol or drugs
• Guide and driver must maintain communication
• Suspension/modification decisions are made by Operations Supervisor or Management

9.18 CONTINUOUS IMPROVEMENT

Management will periodically review incidents to identify causes, implement corrective actions, and strengthen safety protocols. Training, drills, and audits will be conducted to maintain a strong safety culture and ensure high operational standards.

CHAPTER 10

SERVICE QUALITY MANUAL

10.1 OBJECTIVE

To establish quality standards, performance indicators, and evaluation mechanisms to ensure customer satisfaction and continuous improvement of Turismo Ecuador 24 services.

10.2 SCOPE

Applies to all company areas:
• General Management
• Operations Supervisor
• Sales Advisors
• Tour Guides
• Drivers
• Marketing
• Accounting
• Strategic suppliers

10.3 QUALITY POLICY

Turismo Ecuador 24 is committed to providing safe, organized, and memorable tourism experiences through professional service, personalized attention, continuous improvement, and compliance with regulations.

Commitments:
• Deliver what is promised
• Ensure safety on every tour
• Continuously improve processes
• Listen to customer feedback
• Train staff continuously
• Promote responsible and sustainable tourism

10.4 QUALITY STANDARDS

Customer Service

Standard	Target
WhatsApp response	< 5 minutes
Friendly and professional treatment	100%
Clear and complete information	100%
Follow-up on quotations	100%

Operations

Standard	Target
On-time departures	100%
Itinerary compliance	≥ 95%
Clean vehicles	100%
Guides in uniform	100%
Valid driver documentation	100%

Safety

Standard	Target
Vehicle inspections	100%
Complete first aid kits	100%
Preventable accidents	0
Incident reports completed	100%

10.5 QUALITY KPIs

Indicator	Target	Responsible
Average response time	≤ 5 min	Sales
Conversion rate	≥ 30%	Sales
Tour punctuality	100%	Operations
Itinerary compliance	≥ 95%	Guides
Complaints	< 2%	Management
Review requests	100%	Guides
Google rating	≥ 4.9/5	Entire company
TripAdvisor rating	≥ 4.8/5	Entire company
Repeat customers	Annual growth	Management
Complaint resolution	< 48 hours	Supervisor

10.6 CUSTOMER SURVEY

Survey form

Question	Rating (1–5)
Service before booking	□
Clarity of information	□
Punctuality	□
Vehicle cleanliness	□
Guide professionalism	□
Driving quality	□
Tour organization	□
Value for money	□
Overall experience	□

Open questions:
• What did you enjoy most?
• What can we improve?
• Would you recommend us? (Yes/No)

10.7 COMPLAINT MANAGEMENT

Complaint process:
Reception → Registration → Analysis → Response → Corrective action → Follow-up → Closure

Time limits:
• Acknowledgment: 24h
• Investigation: 48h
• Response: 72h
• Closure: 7 business days

10.8 MYSTERY SHOPPER

Evaluation criteria:
• Response time
• Advisor presentation
• Information quality
• Guide attitude
• Vehicle cleanliness
• Itinerary compliance
• Review request

10.9 GOOGLE REVIEWS MANAGEMENT

• Request review after tour
• Send official link
• Reply to all reviews
• Analyze trends monthly

Target: ≥ 4.9 rating, 100% response

10.10 TRIPADVISOR MANAGEMENT

• Request reviews from satisfied clients
• Respond professionally to all reviews
• Improve based on feedback
• Update photos and descriptions

Target: ≥ 4.8 rating

10.11 CORRECTIVE ACTIONS

Identify cause
Analyze impact
Define corrective action
Assign responsible person
Set deadline
Verify effectiveness

10.12 MONTHLY QUALITY MEETING

Topics:
• KPIs results
• Complaints
• Surveys
• Reviews
• Mystery shopper results
• Safety incidents
• Improvement proposals

10.13 CONTINUOUS IMPROVEMENT

PDCA Cycle:
Plan – Do – Check – Act

10.14 RESPONSIBILITIES

• General Manager: Approve policies
• Supervisor: Operational control
• Sales: Customer service
• Guides: Experience & reviews
• Drivers: Safety & cleanliness
• Marketing: Reputation management
• All staff: Continuous improvement

10.15 INTERNAL AUDITS

Conducted twice per year:
• Procedures review
• Vehicle inspection
• Service evaluation
• Documentation check
• KPI review
• Corrective action tracking

10.16 CONCLUSION

Service quality is the responsibility of all employees. This manual ensures safe, organized, and memorable experiences, strengthens customer trust, and positions Turismo Ecuador 24 as a leading tour operator in Ecuador.

CHAPTER 11

DIGITAL MARKETING AND POSITIONING MANUAL

11.1 OBJECTIVE

To establish the policies, procedures, and digital marketing strategies of Turismo Ecuador 24 in order to increase company visibility, attract national and international clients, strengthen the brand, and increase reservations through digital channels.

11.2 SCOPE

This manual applies to all activities related to:
• TikTok
• Instagram
• Facebook
• Google Business Profile
• Website
• SEO
• Blog
• Digital advertising
• Email marketing
• Online reputation management

The Marketing department is primarily responsible, with support from Management and the operational team.

11.3 MARKETING OBJECTIVES

Objective	Target
Increase bookings	Monthly growth
Improve Google ranking	Top 5 for strategic keywords
Increase social media followers	Monthly growth
Increase website traffic	+20% annually
Obtain more positive reviews	Monthly target defined by Management
Strengthen brand awareness	Continuous digital presence

11.4 TIKTOK

TikTok is one of the main tools to attract tourists through dynamic and authentic content.

Objective
Generate organic reach, increase brand visibility, and convert viewers into customers.

Content types

Content	Frequency
Tours in Baños	3 times per week
Amazon tours	2 times per week
Waterfalls	2 times per week
Ecuador curiosities	2 times per week
Travel tips	1 time per week
Customer testimonials	1 time per week
Trending tourism content	As relevant

Best practices
• Capture attention within the first 3 seconds
• Use vertical videos
• Show real experiences
• Include subtitles
• End with a call to action (e.g., “Book your next adventure with Turismo Ecuador 24”)

11.5 INSTAGRAM

Instagram helps inspire travelers through high-quality visual content.

Recommended posts

Format	Frequency
Photos	3 per week
Reels	3 per week
Stories	Daily
Carousels	1 per week

Suggested content
• Landscapes
• Adventure activities
• Gastronomy
• Testimonials
• Behind the scenes
• Promotions
• Useful travel information

Response time: messages and comments must be answered within 1 hour during working hours.

11.6 FACEBOOK

Facebook remains an important channel for information and trust-building.

Posts

Type	Frequency
Promotions	Weekly
Photos	3 per week
Events	As scheduled
Videos	2 per week
Blog articles	1 per week

Procedure
• Reply to all comments
• Keep information updated
• Publish original, high-quality content
• Moderate offensive comments according to company policy

11.7 GOOGLE BUSINESS PROFILE

The Google listing is essential for attracting customers searching for tours in Ecuador.

Procedure

Keep schedules updated
Verify phone numbers and address
Post weekly updates
Upload recent photos
Respond to all reviews
Update services offered

KPIs

Indicator	Target
Average rating	≥ 4.9
Review response rate	100%
Posts	1 per week
New photos	10 per month

11.8 SEO POSITIONING

The website must be optimized to rank among the top search results.

Procedure
• Keyword research
• Create original content
• Optimize titles and descriptions
• Use headings (H1, H2, H3)
• Optimize images
• Include internal and external links
• Monitor website performance regularly

Priority keywords
• Tours in Baños Ecuador
• Waterfalls Route
• Amazon Tour Ecuador
• Quilotoa Tour
• Cotopaxi Tour
• Chimborazo Tour
• Ecuador Tours
• Baños Ecuador Tours
• Adventure Tours Ecuador

11.9 CORPORATE BLOG

The blog strengthens organic positioning and attracts travel traffic.

Objectives
• Answer common questions
• Rank keywords
• Inspire travelers
• Increase website time-on-site

Editorial calendar

Article type	Frequency
Travel guides	Weekly
Travel tips	Weekly
Destinations	Weekly
Culture & history	Biweekly
Sustainable tourism	Monthly

Each article must include:
• SEO title
• Meta description
• Keywords
• Optimized images
• Call to action to book

11.10 DIGITAL ADVERTISING

Paid campaigns must align with business goals.

Platforms

Platform	Objective
Google Ads	Capture high-intent customers
Meta Ads	Awareness and bookings
TikTok Ads	Reach new audiences
Remarketing	Recover interested users

Procedure

Define objective
Select audience
Create ads
Set budget
Monitor results
Optimize weekly

11.11 CONTENT MANAGEMENT

All content must meet the following standards:
• High-quality images
• Vertical videos when applicable
• Verified information
• Correct spelling and grammar
• Brand identity compliance
• Clear customer-focused messaging

11.12 ONLINE REPUTATION MANAGEMENT

Customer reviews must be monitored daily.

Procedure
• Reply to positive reviews with gratitude
• Respond respectfully to negative reviews
• Analyze trends and improvement opportunities
• Share relevant feedback internally

11.13 MARKETING KPIs

Indicator	Target
Monthly reach	Continuous growth
Engagement rate	Monthly increase
Website traffic	+20% annually
Conversion rate	According to business goals
Bookings from website	Monthly growth
Google keyword ranking	Top 5
New Google reviews	Monthly target
Social media response rate	100%

11.14 RESPONSIBILITIES

Role	Responsibility
General Manager	Approve strategy and budget
Marketing Manager	Plan, execute, measure campaigns
Sales Advisors	Follow up on leads
Guides & Drivers	Support with content and testimonials
Entire staff	Protect brand reputation

11.15 CONTINUOUS IMPROVEMENT

The Marketing department will prepare a monthly performance report covering social media, website, advertising campaigns, and SEO positioning. Based on results, content calendars and campaigns will be optimized to increase visibility and bookings.

All actions must focus on strengthening the brand, providing useful information to travelers, and converting interest into high-quality tourism experiences.

CHAPTER 12

FINANCIAL MANAGEMENT MANUAL

12.1 OBJECTIVE

To establish procedures for managing the financial resources of Turismo Ecuador 24, ensuring proper control of cash, income, expenses, commissions, and profitability.

12.2 SCOPE

Applies to:
• General Manager
• Accounting Department
• Sales Advisors
• Operations Supervisor
• Authorized payment personnel

All financial transactions must be recorded according to this manual.

12.3 FINANCIAL POLICY

Turismo Ecuador 24 manages its resources based on:
• Transparency
• Honesty
• Responsibility
• Timely recording of all transactions
• Separation of personal and company finances
• Compliance with tax and legal obligations

12.4 CASH MANAGEMENT

Cash refers to daily operational funds.

Opening procedure

Activity	Responsible	Done
Count cash	Administrative staff	□
Record opening balance	Administrative staff	□
Verify cash fund	Administrative staff	□
Sign opening record	Responsible person	□

Closing procedure

Activity	Responsible	Done
Count cash	Administrative staff	□
Compare records	Administrative staff	□
Identify differences	Administrative staff	□
Prepare daily report	Administrative staff	□
Submit report to Management	Administrative staff	□

12.5 PAYMENT RECEIPT

All payments must be recorded immediately.

Accepted methods

Method	Allowed
Cash	Yes
Bank transfer	Yes
Credit/debit card	Yes
Authorized payment platforms	Yes

No payments are accepted without issuing a receipt.

Payment register

12.6 DEPOSITS AND BALANCES

Concept	Record
Total tour price
Deposit received
Outstanding balance
Payment deadline

Sales staff must inform clients of pending balances before the tour begins.

12.7 COMMISSION CONTROL

Commissions are calculated only on fully paid bookings.

Procedure

Confirm payment
Verify sales channel
Calculate commission
Record commission
Obtain management approval before payment

12.8 INCOME CONTROL

All income must be recorded daily.

Categories
• Tour sales
• Private tours
• Transportation services
• Additional services

12.9 EXPENSE CONTROL

All expenses must have supporting documents.

Categories
• Fuel
• Maintenance
• Payroll
• Advertising
• Supplies
• Commissions
• Taxes and utilities

12.10 CASH FLOW

Monthly format:

Concept	Amount
Opening balance
Total income
Total expenses
Closing balance

Management reviews cash flow monthly.

12.11 PROFITABILITY

Indicator	Formula
Tour revenue	Total charged
Tour cost	Direct costs
Gross profit	Revenue − Cost
Profit margin	(Profit ÷ Revenue) × 100

Example:

Concept	Value (USD)
Revenue	800
Costs	520
Profit	280
Margin	35%

12.12 BUDGET

Annual budget includes:
• Sales projections
• Operating expenses
• Investments
• Advertising
• Training
• Emergency fund

Reviewed quarterly.

12.13 FINANCIAL RECONCILIATION

Monthly verification:
• Compare accounting vs bank statements
• Identify discrepancies
• Correct inconsistencies
• Archive documentation

12.14 DOCUMENT CONTROL

Required documents:
• Invoices
• Payment receipts
• Bank transfers
• Expense receipts
• Commission reports
• Cash reports
• Monthly financial reports

12.15 FINANCIAL KPIs

Indicator	Target
Daily income recording	100%
Daily expense recording	100%
Cash discrepancies	0
Correct commission payment	100%
Positive profitability	Yes
Positive cash flow	Yes
Budget compliance	≥ 95%

12.16 RESPONSIBILITIES

• General Manager: financial decisions and approval
• Accounting: records and taxes
• Sales: payment collection accuracy
• Operations: approve operational expenses
• All staff: protect company resources

12.17 INTERNAL AUDIT

Periodic audits will verify:
• Accuracy of records
• Compliance with procedures
• Cash control
• Income and expense management
• Commission payments
• Document storage

12.18 CONTINUOUS IMPROVEMENT

Management and accounting analyze financial data monthly to optimize costs, improve profitability, adjust pricing, and strengthen financial sustainability.

ANNEXES

Official forms:

Code	Form
F-16	Cash opening
F-17	Daily cash closing
F-18	Income register
F-19	Expense register
F-20	Deposits & balances
F-21	Commission settlement
F-22	Monthly cash flow
F-23	Tour profitability analysis
F-24	Bank reconciliation
F-25	Monthly financial report

CHAPTER 13

HUMAN RESOURCES MANAGEMENT MANUAL

13.1 OBJECTIVE

To establish the policies and procedures for the management of human talent at Turismo Ecuador 24, promoting a professional, respectful work environment oriented toward service excellence.

13.2 SCOPE

This manual applies to all personnel of Turismo Ecuador 24, including:

General Manager
Operations Supervisor
Sales Advisors
Tour Guides
Drivers
Marketing staff
Accounting staff
Administrative personnel
Temporary collaborators and interns

All employees must comply with the rules established in this chapter.

13.3 HUMAN TALENT POLICY

Turismo Ecuador 24 considers its workforce one of its most important assets. Therefore, the company commits to:

Hiring qualified personnel
Providing equal opportunities
Promoting professional development
Encouraging a respectful and team-oriented environment
Providing continuous training
Recognizing good performance
Complying with current labor regulations

13.4 RECRUITMENT AND HIRING

The hiring process must ensure the selection of the most suitable candidate for each position.

Procedure
Identification of vacancy
↓
Job posting
↓
CV reception
↓
Candidate pre-selection
↓
Interview
↓
Reference verification
↓
Selection
↓
Hiring
↓
Induction

Required documents

Document	Mandatory
CV	Yes
Copy of ID or passport	Yes
Employment certificates	Yes
Driver’s license copy (drivers)	When applicable
Training certificates	When available
Bank certificate	Yes
Legally required documentation	Yes

13.5 STAFF INDUCTION

All new employees must complete an induction process before starting their duties.

Induction content

Topic	Completed
Company history	□
Mission and vision	□
Corporate values	□
Organizational chart	□
Operations Manual	□
Safety protocols	□
Customer service	□
Use of work tools	□
Internal policies	□

13.6 TRAINING

The company will implement a continuous training program to strengthen employee skills.

Training topic	Frequency
Customer service	Semiannual
First aid	Annual
Tourism safety	Annual
Languages	Ongoing
Sales	Quarterly
Digital marketing	Quarterly
Destination updates	Semiannual

Attendance at mandatory training must be recorded.

13.7 PERFORMANCE EVALUATION

Employee performance will be evaluated periodically.

Evaluation criteria

Punctuality /20
Customer service /20
Teamwork /20
Compliance with procedures /20
Initiative and commitment /20

Maximum score: 100 points.

Evaluation scale

Result	Interpretation
90–100	Excellent
80–89	Very good
70–79	Good
60–69	Needs improvement
Below 60	Mandatory improvement plan

13.8 UNIFORMS

The uniform is part of the corporate image of Turismo Ecuador 24.

Mandatory use

Position	Uniform
Guide	Full institutional uniform
Driver	Full institutional uniform
Sales advisor	Institutional uniform or authorized attire
Marketing	According to company guidelines

Rules
All employees must:

Keep uniforms clean
Wear visible ID badges
Maintain personal presentation
Use appropriate footwear

It is forbidden to modify the uniform without authorization.

13.9 VACATIONS

Vacations will be scheduled according to operational needs and applicable labor laws.

Procedure

Employee request
Supervisor review
Management approval
Registration of authorized period
Communication to relevant departments

13.10 PERMITS

Requests for leave must be submitted as early as possible, except in emergencies.

Types of leave

Medical
Personal
Academic
Family-related
Others established by labor law

All requests must be recorded.

13.11 DISCIPLINARY SYSTEM

The disciplinary system aims to correct behaviors affecting company operations, always respecting due process and labor law.

Minor offenses

Occasional lateness
Improper uniform use
Minor procedural non-compliance

Serious offenses

Mistreatment of clients or coworkers
Unjustified absences
Safety protocol violations
Misuse of company assets
Disclosure of confidential information

13.12 DISCIPLINARY MEASURES

Measure	Application
Verbal feedback	Minor offenses
Written warning	Repeated or more serious issues
Improvement plan	When performance requires it
Other legal measures	Depending on severity and procedure

All actions must be documented.

13.13 PERFORMANCE RECOGNITION

The company promotes recognition of employees with outstanding performance.

Criteria include:

Excellent customer service
Goal achievement
Teamwork
Innovation
Positive attitude
Contribution to continuous improvement

Recognition may include incentives, training opportunities, internal acknowledgments, or other mechanisms defined by management.

13.14 EMPLOYEE WELL-BEING

Turismo Ecuador 24 promotes a healthy work environment through:

Open communication
Respect among colleagues
Equal opportunities
Prevention of harassment and discrimination
Integration activities
Continuous training

13.15 RESPONSIBILITIES

Position	Responsibility
General Manager	Approve HR policies and hiring decisions
Supervisor	Coordinate staff performance and evaluations
Accounting	Manage labor documentation and payments
Employees	Comply with internal policies and procedures

13.16 HR KPIs

Indicator	Target
Trained personnel	100%
Evaluations completed	100%
Proper uniform usage	100%
Training plan compliance	100%
Staff turnover	Within company goals
Absenteeism	Minimized
Employee satisfaction	≥ 90%

13.17 CONFIDENTIALITY

All information related to employees, clients, internal processes, and company documentation must be handled with strict confidentiality.

Disclosure of information without management authorization is prohibited.

13.18 CONTINUOUS IMPROVEMENT

Management will periodically review human talent policies through performance evaluations, internal surveys, and follow-up meetings. Based on results, actions will be implemented to strengthen professional development, improve workplace climate, and ensure staff have the necessary skills to deliver excellent service.

CHAPTER 14

FINANCIAL MANAGEMENT MANUAL

14.1 OBJECTIVE

To establish procedures for managing the financial resources of Turismo Ecuador 24, ensuring proper control of cash, income, expenses, commissions, and company profitability.

14.2 SCOPE

This manual applies to:

General Manager
Accounting department
Sales advisors
Operations Supervisor
Authorized payment personnel

All financial transactions must be recorded according to this manual.

14.3 FINANCIAL POLICY

Turismo Ecuador 24 manages its resources under the following principles:

Transparency
Honesty
Responsibility
Timely recording of all transactions
Separation of personal and company finances
Compliance with tax and legal obligations

14.4 CASH MANAGEMENT

Cash represents the money available for daily operations.

Opening procedure

Activity	Responsible	Completed
Count cash	Administrative staff	□
Record opening balance	Administrative staff	□
Verify cash fund	Administrative staff	□
Sign opening record	Responsible person	□

Closing procedure

Activity	Responsible	Completed
Count cash	Administrative staff	□
Compare records	Administrative staff	□
Identify discrepancies	Administrative staff	□
Prepare daily closing report	Administrative staff	□
Submit report to management	Administrative staff	□

14.5 PAYMENT RECEIPT

All payments must be recorded immediately.

Accepted payment methods

Cash
Bank transfer
Credit or debit card
Authorized payment platforms

No payments are accepted without issuing the corresponding receipt.

14.6 ADVANCES AND OUTSTANDING BALANCES

Each booking must clearly show:

Total tour price
Advance payment received
Remaining balance
Payment deadline

The sales advisor is responsible for informing the client of any remaining balance before the tour begins.

14.7 COMMISSION CONTROL

Commissions are calculated only on fully paid bookings.

Procedure

Confirm client payment
Verify sales channel
Calculate commission
Record commission
Obtain management approval before payment

14.8 INCOME CONTROL

All income must be recorded daily.

Income types

Tour sales
Private tours
Transportation services
Additional services

14.9 EXPENSE CONTROL

All expenses must have supporting documentation.

Expense types

Fuel
Maintenance
Payroll
Advertising
Supplies
Commissions
Taxes and utilities

14.10 CASH FLOW

Cash flow reflects available operational funds.

Monthly format

Concept	Amount
Opening balance
Total income
Total expenses
Closing balance

Management reviews cash flow monthly.

14.11 PROFITABILITY

The company periodically evaluates profitability per tour.

Indicators

Tour revenue
Tour cost
Gross profit
Profit margin

14.12 BUDGET

Management prepares an annual budget including:

Sales projections
Operating expenses
Investments
Advertising
Training
Emergency fund

The budget is reviewed quarterly.

14.13 FINANCIAL RECONCILIATION

At month-end:

Compare recorded income with bank statements
Review discrepancies
Correct inconsistencies
Archive documentation

14.14 DOCUMENT CONTROL

Financial documents must be properly organized and stored.

Required documents:

Invoices
Payment receipts
Bank transfers
Receipts
Commission settlements
Cash reports
Monthly income and expense reports

14.15 FINANCIAL KPIs

Indicator	Target
Daily income recording	100%
Daily expense recording	100%
Cash discrepancies	0
Correct commission payments	100%
Tour profitability	Yes
Positive cash flow	Yes
Budget compliance	≥ 95%

14.16 RESPONSIBILITIES

Position	Responsibility
General Manager	Approve budgets and financial decisions
Accounting	Record transactions and prepare reports
Sales Advisors	Record payments and advances correctly
Operations Supervisor	Validate authorized operational expenses
All staff	Protect company resources and comply with policies

14.17 INTERNAL AUDIT

The company conducts periodic reviews to verify:

Accuracy of records
Compliance with procedures
Cash control
Income and expense management
Commission settlements
Document retention

14.18 CONTINUOUS IMPROVEMENT

Management and accounting review financial information monthly to identify cost savings, optimize expenses, and improve profitability. Results are used to adjust pricing, plan investments, and strengthen the financial sustainability of Turismo Ecuador 24.

APPENDICES (CHAPTER)

Official forms

Code	Form
F-16	Cash opening
F-17	Daily cash closing
F-18	Income record
F-19	Expense record
F-20	Advances and balances control
F-21	Commission settlement
F-22	Monthly cash flow
F-23	Tour profitability analysis
F-24	Bank reconciliation
F-25	Monthly financial report

CHAPTER 14

OFFICIAL FORMS AND RECORDS

14.1 OBJECTIVE

To establish the official formats that must be used in the different areas of Turismo Ecuador 24 to document operations, ensure information traceability, and facilitate administrative and operational control.

14.2 SCOPE

The forms in this chapter are mandatory for:

Management
Operations Supervisor
Sales Advisors
Tour Guides
Drivers
Accounting
Marketing
Administrative staff

All records must be archived in physical or digital format for the period defined by the company’s document retention policy.

FORM F-01

TOUR BOOKING FORM

Customer Information

Field	Information
Booking Code
Date
Full Name
Nationality
Passport / ID
Phone
Email
Hotel
Number of Passengers

Tour Information

Field	Information
Tour
Date
Departure Time
Language
Tour Type	Shared / Private

Payment Information

Field	Information
Total Price
Deposit
Remaining Balance
Payment Method
Responsible Staff

Notes

Client Signature ______________________

Advisor Signature ______________________

FORM F-02

DAILY OPERATIONS REPORT

Field	Information
Date
Responsible Person
Tours Completed
Number of Passengers
Vehicles Used
Guides Assigned
Drivers Assigned
Incidents
Observations

Supervisor Signature __________________

FORM F-03

VEHICLE CHECKLIST

Before Departure

Item	Yes	No
Oil	□	□
Coolant	□	□
Brakes	□	□
Tires	□	□
Lights	□	□
Seat belts	□	□
First aid kit	□	□
Fire extinguisher	□	□
Interior cleanliness	□	□
Exterior cleanliness	□	□
Documentation	□	□

Observations

Driver Signature __________________

FORM F-04

GUIDE REPORT

Field	Information
Date
Tour
Guide
Number of Passengers
Departure Time
Arrival Time
Itinerary Completed	Yes / No
Incidents
Lost Items
Observations

Guide Signature ______________________

FORM F-05

FUEL CONTROL RECORD

Date	Vehicle	Mileage	Liters	Cost	Responsible

Signature ______________________

FORM F-06

COMPLAINTS AND CLAIMS RECORD

Field	Information
Date
Customer
Reception Method
Tour
Complaint Description

Action Taken

Responsible ___________________

Closing Date __________________

FORM F-07

SATISFACTION SURVEY

Rate from 1 to 5

Aspect	Rating
Service received	□
Punctuality	□
Guide	□
Vehicle	□
Organization	□
Safety	□
Overall experience	□

What did you enjoy the most?

What can we improve?

Would you recommend us?
□ Yes
□ No

(Optional Signature)

FORM F-08

INCIDENT REPORT

Field	Information
Date
Location
Tour
Responsible Person
People Involved
Description

Actions Taken

Signature ______________________

FORM F-09

ACCIDENT REPORT

Field	Information
Date
Time
Location
Tour
Vehicle
Affected Persons

Accident Description

Provided Assistance

Authorities Notified
□ Police
□ ECU 911
□ Fire Department
□ Health Center

Responsible Signature

FORM F-10

REFUND REQUEST FORM

Field	Information
Date
Customer
Booking
Tour
Requested Amount
Reason

Attachments
□ Payment receipt
□ Identification
□ Others

Result
□ Approved
□ Rejected
□ Partial

Authorized Amount

Manager Signature

14.3 DOCUMENT CONTROL

All forms must comply with the following requirements:

Requirement	Mandatory
Complete information	Yes
No corrections or alterations	Yes
Signed by responsible person	Yes
Archived physically or digitally	Yes
Available for audits	Yes

14.4 FORM CODIFICATION

Code	Form
F-01	Tour Booking
F-02	Daily Report
F-03	Vehicle Checklist
F-04	Guide Report
F-05	Fuel Control
F-06	Complaints Record
F-07	Satisfaction Survey
F-08	Incident Report
F-09	Accident Report
F-10	Refund Request

14.5 RESPONSIBILITIES

Position	Function
Sales Advisor	Complete F-01
Supervisor	Review F-02
Driver	Complete F-03 and F-05
Guide	Complete F-04
Management	Approve F-10
Accounting	Archive financial records
All staff	Complete applicable forms

14.6 RECORD RETENTION

All forms must be stored in an organized and secure manner.

Records may be kept in:

Physical format
Digital format
Both, when necessary

Documentation must be available for internal reviews, audits, and process monitoring.

14.7 REVIEW AND UPDATES

Management will periodically review the forms to ensure they remain useful, clear, and aligned with the operational needs of Turismo Ecuador 24. When improvements are identified, a new version of the form will be issued and communicated to all staff before implementation.

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Operations Manual

Operations Manual

CHAPTER 6

TOUR OPERATIONS

6.1 OBJECTIVE

TOUR 1: WATERFALLS ROUTE

General Information

OPERATIONAL ITINERARY

VEHICLE CHECKLIST

GUIDE CHECKLIST

WHAT TO EXPLAIN AT EACH STOP

Agoyán Viewpoint

Manto de la Novia Waterfall

Pailón del Diablo

Tree House

WHAT THE GUIDE MUST CHECK

SAFETY PROTOCOLS

PASSENGER RECOMMENDATIONS

RESPONSIBILITIES

INDICATORS

TOUR 2: AMAZON TOUR (SAME FORMAT)

TOUR 3: QUILOTOA (SAME FORMAT)

TOUR 4: COTOPAXI (SAME FORMAT)

TOUR 5: CHIMBORAZO (SAME FORMAT)

TOUR 6: BAÑOS CITY TOUR (SAME FORMAT)

GENERAL STANDARDS FOR ALL TOURS

FINAL TOUR CHECKLIST

CHAPTER 6

TOUR OPERATIONS

6.1 OBJECTIVE

TOUR 1: WATERFALLS ROUTE

General Information

OPERATIONAL ITINERARY

VEHICLE CHECKLIST

GUIDE CHECKLIST

WHAT TO EXPLAIN AT EACH STOP

Agoyán Viewpoint

Manto de la Novia

Pailón del Diablo

Tree House

WHAT THE GUIDE MUST CHECK

SAFETY PROTOCOLS

PASSENGER RECOMMENDATIONS

RESPONSIBILITIES

INDICATORS

TOUR 2: AMAZON TOUR (SAME FORMAT)

TOUR 3: QUILOTOA (SAME FORMAT)

TOUR 4: COTOPAXI (SAME FORMAT)

TOUR 5: CHIMBORAZO (SAME FORMAT)

TOUR 6: BAÑOS CITY TOUR (SAME FORMAT)

GENERAL STANDARDS FOR ALL TOURS

FINAL TOUR CHECKLIST

CHAPTER 8

DRIVER OPERATIONS MANUAL

8.1 OBJECTIVE

8.2 SCOPE

8.3 DRIVER PROFILE

8.4 PERSONAL PRESENTATION

8.5 VEHICLE INSPECTION BEFORE EACH TOUR

8.6 VEHICLE CLEANLINESS

8.7 FUEL MANAGEMENT

8.8 DEPARTURE PROCEDURE

8.9 SAFE DRIVING

8.10 DURING THE TOUR

8.11 OPERATIONAL STOPS

8.12 PREVENTIVE MAINTENANCE

8.13 ACCIDENT PROCEDURE

8.14 MECHANICAL FAILURE

8.15 MEDICAL EMERGENCIES

8.16 DRIVER RESPONSIBILITIES

8.17 PERFORMANCE INDICATORS (KPIs)

8.18 CODE OF CONDUCT

8.19 CONTINUOUS IMPROVEMENT

CHAPTER 9

SAFETY AND EMERGENCY MANAGEMENT MANUAL

9.1 OBJECTIVE