What moral problems do tourists have in traveling?

The requirements of tourism professional ethics are as follows: 1. Love the country and enterprises, love their posts and be dedicated to their duties. Second, warm and friendly guests are paramount. Third, clean, dignified, civilized, polite, patient, meticulous and quality service. Fourth, treat everyone equally, be neither supercilious nor supercilious, and be self-respecting.

Five, law-abiding, public and private, honest. 6. Honesty, kindness, fairness and trustworthiness. Seven, unity and obedience to the overall situation

Eight, studious, enterprising, and delving into business. (remember)

Tourism professional ethics refers to the code of conduct that every tourism professionals must follow in his professional activities, and it is also the standard for people to evaluate and judge the professional ethics of every tourism professionals.

1996165438+1On October 20th, the National Tourism Administration decided to formulate the Opinions on Strengthening the Construction of Spiritual Civilization in the Tourism Industry, and put forward the professional ethics standards for front-line staff decided by the Tourism Bureau:

Patriotism, enterprising, self-esteem and self-improvement

Abide by the law and discipline, love their posts and respect their work.

Distinguish between public and private, honesty and kindness

Diligent housekeeping, guests first.

Warm, generous, clean and dignified.

Treat everyone equally, neither humble nor supercilious.

Patient, meticulous, civilized and polite.

Unite and obey the overall situation.

Quality service, diligence and progress.

First, love the country, love the enterprise, respect the work and be loyal to their duties.

The most basic norms of tourism professional ethics are: patriotism, enterprise love, dedication and loyalty to their duties.

Loving the socialist motherland is a noble moral emotion and a basic requirement of tourism professional ethics. Dedication and loyalty are the embodiment of moral responsibility and moral affairs. Love and dedication means respecting the tourism service industry and one's own job. Being loyal to one's duties means strictly observing professional discipline, being conscientious, and having a strong sense of professional responsibility and dedication. Patriotism and enterprise, dedication and loyalty are the most important and basic norms in the tourism professional ethics system.

(two) the professional requirements of patriotism and dedication.

Love the socialist motherland, have lofty patriotic feelings, have a correct understanding of tourism, love tourism services, be conscientious and loyal to their duties.

Second, warm and friendly guests are preferred.

The guiding principle of tourism in China is "friendship first, economic benefit first". In order to embody this policy in practical work, we must achieve the most distinctive moral norms in tourism professional ethics-enthusiasm and friendship, guests first.

(A) warm and friendly, the moral meaning of the guests first

Enthusiasm and friendliness are both a moral emotion and a moral behavior.

How happy we are, to meet friends from afar! It is the embodiment of China ancient people's hospitable moral feelings. Friends are people who trust and help each other, which embodies a kind of friendship in essence. Enthusiasm and friendliness, as a kind of moral emotion, is based on tourism professionals' understanding of the moral obligation and moral value of the tourism industry. They pour enthusiasm into their services and receive every visitor sincerely and kindly.

Customer first is tourism professionals's professional responsibility and moral obligation.

The fundamental purpose of China's tourism industry is to "serve the tourists wholeheartedly", that is to say, in tourism professional activities, we should put the guests first, think for the guests, satisfy them and try our best to serve them. Therefore, fully meeting the needs of guests is not only the starting point of all the work of service enterprises, but also the destination of work.

(B) warm and friendly, guests first professional requirements

Establish the service concept of "warm and friendly, guests first"

Handle the interest relationship well and put the guests first. The supremacy of guests is to correctly handle the relationship between guests and me, and always put guests first everywhere, reflecting a moral responsibility and obligation.

1. The guest is the "real master" of the tour. The establishment and development of tourism is based on tourists with various needs. In this sense, it is the basic economic activity of tourism that tourists pay for tourism products. In addition, tourists are also personalities, they need to be respected and their interests need to be safeguarded. It is objective to put the guests first, otherwise the tourism industry cannot survive.

2, in the daily reception, always implement the guest first, warm and friendly ethics. To achieve a high level of service, we must gradually accumulate through every move, word and deed. When the work goes well, the guests are warm and friendly when they are satisfied; Especially when you encounter difficulties and setbacks in your work and your personal interests conflict with those of others and the collective, you need to restrain your emotions, take the overall situation into consideration and handle the relationship of hospitality.

3. Maintain a good working mood and a good mood, and treat tourists as friends, guests and relatives. Moral emotion reflects the relationship between people and affects people's behavior. Tourism professionals should always maintain a good rational mood and do a good job in tourism services when encountering difficulties or complaints from tourists in their professional activities and long-term tedious service activities.

Third, clean, dignified, civilized, polite, patient, meticulous and quality service.

Civilization, courtesy and quality service are the most important and distinctive moral and commercial requirements of tourism.

(A) clean and dignified, civilized and polite, patient and meticulous, the moral meaning of quality service

1, the moral meaning of cleanliness, modesty and civilization.

Cleanliness, modesty and civilization are the basic contents and important norms of social morality. It is also the basic norm of tourism professional ethics.

Politeness: it is the material norm that people show respect and friendship to each other in daily communication. The most basic requirements for interpersonal communication are sincerity, humility, kindness, and moderation, so as to treat others with "sincerity inside and courtesy outside".

Etiquette: In daily life, especially in communication occasions, it is a common form that people show respect, eulogy, greetings, greetings, sympathy and sympathy to each other, and give necessary help and care.

Judging from the ceremony of communication activities, etiquette refers to the standardized and stylized ceremony held in large and grand occasions to show respect and friendship.

In interpersonal communication, especially in the process of providing services, we should pay attention to etiquette, etiquette and civilization. Be sure to pay attention to the principle of giving gifts: "Give priority to me and respect others". In the process of giving gifts, we should take China's etiquette and etiquette as the code of conduct. On this premise, when we are polite and polite, we can show respect and friendship to our guests and respect others. "supercilious, self-esteem, dignity, personality, national dignity, mutual respect in communication.

2. The moral meaning of meticulous patience and excellent service.

In tourism professional activities, the most basic relationship between tourism professionals and tourists is the relationship between providing services and receiving services. "Serving tourists wholeheartedly" is the purpose of tourism.

"Excellent service", as the same-sex criterion of service industry, is the concentrated expression of professional obligations of tourism industry and the most important moral obligation and responsibility of tourism professionals.

(2) The professional requirements of neatness, decency, civility, meticulous patience and excellent service:

1. Respecting others and treating others sincerely are the basic requirements of quality service.

2. Polite service is the external expression of sincere hospitality.

3. Standardized service+personalized service = excellent service.

(1) Standardized service is the basis of tourism service quality.

Standard is a unified regulation of repetitive things and concepts. Tourism service standardization is an activity that unifies the repetitive things and essentials in tourism professional activities through system, release and implementation, so that tourists can obtain the same level of standardized services without discrimination and get the best benefits. For example, the national standard GB/T15971-1995 of People's Republic of China (PRC) is the basis of standardized service for tour guides.

(2) Personalized service is a service that satisfies guests.

Personalized service is to provide targeted services according to the different personalized needs of each different guest. Including: door-to-door service, extended service, smiling service and emotional service.

On-site service refers to not only providing services in place, but also providing extra services beyond the expectations of guests according to service procedures and standards.

Extended service is to extend the service content according to the individual needs of guests in addition to meeting the service standards of guests. Because for tourism service enterprises, it is impossible to meet the complete standards of various needs; Facing the guests, they need tourism enterprises to meet his various needs, including some special needs. For example, some tourism enterprises organize flexible services, meticulous services, hobby services, unexpected services, optional services and common services to meet the individual needs of their guests.

Smiling service is a symbol of sincere welcome of tourism professionals. Smile is the emotional need of tourists; It is to give tourists a sense of intimacy; Smile is also the need of tourism development; Smile is the affirmation of tourism industry to its professional value. Smile service is very important in tourism. Advocate "quality service" and "knowledge service", and combine sincere smile with good quality and extensive tourism knowledge of tour guides. This kind of service is the real "value-added service".

Emotional service means that tourism services should not only meet the material needs of guests, but also emphasize the emotional input of tourism professionals to tourists, emphasize the humanization of services, and serve guests with heart and affection.

Fourth, treat everyone equally, be neither supercilious nor supercilious, and be self-respecting.

Treating each other equally, being neither supercilious nor supercilious, and self-esteem and self-improvement are the moral feelings and moral behaviors of tourism professionals in dealing with the relationship between guests and me, the embodiment of national self-esteem, self-confidence, national dignity and personality, the concrete manifestation of nationalist spirit, and the important moral norms of tourism professional ethics.

(A) the moral meaning of equal treatment, supercilious, self-esteem.

1, the moral significance of self-esteem

Self-esteem is a moral concept, which shows that people respect and maintain their dignity and personality. Self-esteem expresses the self-awareness of individuals or groups and guides people's actions in a specific way.

In the Regulations on the Management of Tour Guides, it is stipulated that: "In conducting tour guide activities, the personal dignity of tour guides should be respected and their personal safety should not be infringed. Tour guides have the right to refuse unreasonable demands made by tourists that insult personal dignity or violate professional ethics. "

Self-improvement is a kind of moral emotion, which refers to the trust in one's own ability and behavior.

2. The moral meaning of being neither humble nor supercilious.

Being neither humble nor supercilious is the concrete identity of patriotism, national character and personality. Not humble, that is, not inferior; Not arrogant is not arrogant. In the process of receiving tourists, we should respect the guests, be warm and friendly, be modest and prudent, fulfill our professional responsibilities, and be self-respecting, self-confident and self-confident, reflecting the spirit of ownership of tourism professionals.

3, the moral meaning of equal treatment

Equal treatment is the embodiment of socialist humanism. When you look at it, you treat it equally; Colleagues are equally kind. Equal treatment requires tourism professionals to respect and safeguard their personality, their legitimate rights and interests, care about their vital interests, serve them sincerely, and show professional responsibility and humanitarian spirit.

Equality is the core of equal treatment and arrogance. Tourism practitioners and tourists are completely equal in personality. Emphasizing neither superiority nor inferiority, on the one hand, we should oppose national inferiority complex, on the other hand, we should oppose chauvinism of great powers. Emphasize equal treatment, oppose judging people by their appearance, judge people by their consumption level, treat any guests with the same attitude and the service level they should achieve, and serve them warmly, friendly, polite and thoughtful.

(two) the occupation requires equal treatment, neither supercilious nor supercilious, self-respect:

1, self-esteem and self-improvement requirements

The self-esteem of tourism professionals comes from self-esteem and self-confidence. He has a correct evaluation of himself and a clear understanding of his own value.

A self-respecting tourist must be self-respecting, self-loving and trustworthy.

Self-esteem refers to a person's concern for his words and deeds, behavior and personal dignity, which is a kind of consciousness and behavior that meets the moral requirements.

Self-love is to cherish your body, personality and reputation. People who love themselves should take good care of themselves in their work and life, cherish life, love life and love their career; We should correctly understand and evaluate ourselves, respect our independent personality, show self-esteem, don't go with the flow, and don't sell ourselves short; When there is a contradiction between social interests and self-interests, we should safeguard the overall interests, abandon personal interests, correctly handle the relationship between them, and fulfill our responsibilities and obligations to society; We should study hard, work hard and cherish our reputation and personality.

Let yourself constantly improve.

Self-confidence refers to a feeling of trust in one's own ability and strength. A confident person, full of confidence in his work and life, study hard and study hard; Resolute and tenacious in work, brave to overcome difficulties; Have initiative and enthusiasm in work, so as to give full play to their abilities; Be confident in your work, overcome all kinds of difficulties and obstacles and achieve your ideal goals.

2, supercilious requirements

Modest and prudent, but not sell yourself short.

Modesty means humility, equality and respect for others; Caution is the result of rigorous work style, meticulous work, Excellence and carelessness.

Inferiority is generally manifested as lack of progress in thought, listlessness in spirit and indecision in action; Even depressed, losing self-confidence and self-esteem. This is an excessive contempt for oneself, a lack of scientific attitude of seeking truth from facts, and a lack of self-esteem, self-love and self-confidence.

Learn advanced, but don't blindly worship foreign things. Love your motherland, but don't be conceited.

3, the requirement of equal treatment

Equal treatment is embodied in the concept of equality and respect for personality. Tourism professionals should achieve "six similarities" and "six cares" in their services.

(1) The "six similarities" of tourism service work are:

Same height. That is, treat high-consumption guests as low-consumption guests, without emphasizing "high" and "low".

Internal and external training. That is to say, domestic guests and overseas guests are treated equally.

Just like Huayang. That is, treat China guests equally (including overseas Chinese, Chinese of my nationality and foreign guests from Hongkong, Macau and Israel).

Things are still the same. That is to say, guests from eastern countries (referring to developing countries in the third world) and western countries (referring to developed countries) should be treated equally, and "west" should not be valued over "east".

Black and white. In other words, black guests should be treated equally with white guests, and "white" should not be emphasized over "black".

Old as new. In other words, new (first-time local tourists) are treated as old (repeat) guests.

(2) to realize "six concerns" in tourism services;

Putting forward the idea of "six similarities" indiscriminately does not mean that there are priorities, internal and external differences and grades in specific service work. Under the same conditions, we must also achieve "six concerns":

Take care of the guests who come first;

Take care of foreigners and overseas Chinese, foreign Chinese and guests from Hong Kong, Macao and Taiwan;

Take care of VIPs and high-spending guests;

Take care of black and minority guests;

Take care of regular customers and old guests;

Take care of women, children and elderly, sick and disabled guests.