2018 Tour Guide Exam Tour Guide Business Chapter 5 Test Points: Individual Travel Service Procedures

# Tour Guide Certificate Examination# Introduction The preparations for the 2018 Tour Guide Certificate Examination have quietly begun. In order for all test takers to better review and challenge, we have prepared the test points for Chapter 5 of the 2018 Tour Guide Examination: Tour Guide Business : FIT travel service procedures, I hope it will be helpful to your preparation for the exam.

1. Pick-up service for individual tourists

(1) Service preparation

After accepting the task of welcoming individual tourists, the tour guide should carefully prepare the reception Preparation. This is the prerequisite for receiving individual tourists well.

1. Read the reception plan carefully

The tour guide should clearly indicate the date of reception, the arrival time of the flight or train, the names and number of tourists, the hotel where they are staying, and whether there are flights or trains. and changes in the number of people, what services are provided, whether to share a car with other tourists to the hotel where they are staying, etc.

2. Be prepared before departure

The tour guide should prepare the name of the tourists to be greeted or the welcome sign (pick-up sign) of the small package tour group, the map, and carry it with you Tour guide card, badge, flag, pick-up sign; check required tickets, such as departure (car, boat) tickets, meal orders, tour tickets, etc.

3. Contact transportation

The tour guide should confirm the driver’s name with the travel agency’s planning department and contact the driver to agree on the departure time and location, and learn about the vehicle model and vehicle number.

(2) Station pick-up service

When picking up the station, the tour guide should make the tourists or small package tour groups receive a warm and friendly reception and make them feel at home.

1. Arrive at the station in advance and wait

If the tour guide is greeting tourists arriving by air or small package tour groups, they should arrive at the airport 20 minutes in advance and enter the international or domestic station. Wait outside the quarantine area; if you are welcoming tourists arriving by train or small package tour groups, you should enter the station platform 30 minutes in advance and wait.

2. Greet tourists

At the arrival time of the flight (train), the tour guide and the driver should stand at different exits (or outside the soft sleeper or soft seat compartment of the train) easily accessible to tourists. Waiting with a sign at the location found so that tourists can come and contact you. Tour guides can also come forward to inquire according to the national characteristics of tourists. After confirming that they have welcomed the tourists they should pick up, they should take the initiative to greet them, introduce the travel agency they represent and their own names, and welcome the tourists. Tour guides should ask tourists if there is anything else they need to do at the airport or station, and provide necessary assistance. Tour guides should ask tourists about the number of luggage and count them, help them pick up their luggage and guide them onto the bus.

If no tourists or small package tour groups are received, the tour guide should ask the staff at the airport (station) to confirm that all passengers on this flight (train) have entered the station and are at the station. There are no outgoing passengers in the quarantine area. The tour guide should cooperate with the driver to search as far as possible for at least 20 minutes. If the tourist cannot be picked up, the tour guide should contact the travel agency's scheduling staff by phone to report the reception situation and verify whether there are any changes in the arrival date or flight number of the tourist or tour group. When it is confirmed that the reception is hopeless, the tour guide can only leave the airport (station) with the approval of the travel agency's planning department.

(3) Tour guide services along the way

On the way from the airport (station) to the hotel, the tour guide should treat individual travelers or small package tour groups the same as all-inclusive tour groups. Conduct a tour guide along the way to introduce the general situation of the city, the location and facilities of the hotel where you are staying, as well as the scenery along the way and relevant precautions, etc. For individual travelers, tour guide services along the way can be provided in the form of conversations.

(4) Hotel check-in service

After the tour guide sends individual travelers or small package tour groups to the hotel, they should help them complete the accommodation registration procedures as soon as possible. The tour guide should enthusiastically introduce the hotel's services and accommodation-related precautions, and confirm with tourists the schedule and check-out matters.

1. Help with hotel check-in procedures

After tourists arrive at the hotel, the tour guide should help them check in and introduce the hotel’s main services and precautions for staying in the hotel. The tour guide should tell tourists the services that the hotel will provide them according to the reception plan, and inform them of the fees and items that must be paid in cash when leaving the hotel. The tour guide should write down the hotel room number where the tourist is staying.

2. Confirm the schedule

After helping the tourists go through the check-in procedures, the tour guide must confirm the schedule with them. After the tourist confirms, the tour guide should hand over the filled-in arrangement form, tour voucher and air (train) ticket to the next stop to the tourist and ask him to confirm. If tourists take a limousine tour, the tour guide should explain in detail how to use various tickets, the time and place of gathering, as well as the time for tourists to leave the hotel and the arrangements for drop-off.

3. Confirm the air ticket

If the tourist will take a flight to the next stop and does not need a travel agency to purchase air tickets for him, the tour guide should advise the tourist to book in advance and confirm the seat; if the tourist needs assistance in confirming the seat, the tour guide can give the tourist the phone number to confirm the ticket; if the tourist is willing to hand over the ticket to the tour guide for help in confirming, but the reception plan does not indicate that assistance in confirming the ticket is required , the tour guide should charge the confirmation fee from the tourists and issue a fee certificate.

After the tour guide helps the tourists confirm the air tickets, they should report the confirmed flight number and departure time of the flight to the planning and adjustment department of the travel agency. .

4. Promote tourism services

During the process of welcoming tourists, tour guides should take the opportunity to ask tourists about other matters that the travel agency needs to handle for them during their stay in the local area, and express their willingness to do so. Dedicated service to them.

(5) Follow-up work

After the reception, the tour guide should promptly feedback the special requirements that are inconsistent with the reception plan to the individual tourist department. For tour guides who have not picked up tourists at the airport or station, after returning to the city, they should go to the front desk of the hotel where the tourists are staying to confirm whether the tourists have checked into the hotel. If the tourist has already checked into the hotel, the tour guide should take the initiative to contact him, express his apology, arrange the relevant matters and services during the tourist's stay as mentioned above, and then report the entire reception process to the FIT Department.

2. Tour guide services for individual tourists

In order to provide tour guide services for individual tourists, tour guides should have a high sense of work responsibility, listen more to tourists’ opinions, and Basically do a good job in organization and coordination. In individual package tour groups and combined tour groups, their members often come from different countries or regions, do not understand each other's language, have different national habits, and have no restrictions on each other during the tour. It is very difficult to bring them together. Therefore, tour guides should be more dedicated, do more reminders, make more rational suggestions, and strive to make tourists' visits safe and smooth.

(1) Pre-departure services

Before departure, the tour guide should make relevant preparations, such as carrying tour tickets, tour guide flags, promotional materials, tour albums, Tour guide certificate, badge, business card, etc., and contact the driver about the time and location of the gathering, and urge the driver to make relevant preparations.

Tour guides should arrive at the meeting point 15 minutes in advance to guide tourists onto the bus. If a combined tour group is received and the tourists stay in different hotels, the tour guide should work with the driver to drive to each hotel to pick up the tourists on time. After picking up all the tourists, the tour guide will ask the driver to drive to the scenic spot (spot). According to the arrangement of the reception plan, the tour guide must lead the group tour according to the prescribed routes and scenic spots (spots).

(2) Tour guide services along the way

The tour guide services for individual travelers along the way are similar to those for all-inclusive tour groups. If the tour guide receives a combined tour group, when meeting the tourists for the first time, he should extend a warm welcome to them on behalf of the travel agency and driver, express his willingness to serve everyone wholeheartedly, and hope that everyone will cooperate, provide more valuable opinions and suggestions, and I wish everyone a happy and smooth visit.

In addition to being a good guide along the way, tour guides should especially emphasize to tourists to pay attention to safety during the tour.

(3) On-site tour guide explanation

After arriving at the scenic spot, the tour guide should explain the historical background and characteristics of the scenic spot, and the language should be vivid and colorful to guide tourists to watch.

If individual tourists are received, the tour guide can explain in the form of dialogue. Before the tour, the tour guide should provide reasonable suggestions for the tour route, and the tourists can choose by themselves. Tour guides should remind tourists to remember the time, location, vehicle model, and vehicle number when boarding the bus.

If you receive individual small package tour groups or combined tour groups, the tour guide should accompany the tour group, explain while touring, answer tourists' questions at any time, and pay attention to the movements of tourists and the surrounding situation , in case tourists get lost or have accidents.

After the tour to the scenic spots specified in the reception plan is completed, the tour guide should drive the tourists back to their respective hotels one by one.

(4) Other services

Since individual tourists have more free time, when tourists return to the hotel, tour guides should be their advisors. Tour guides can assist tourists in arranging shopping or evening entertainment activities according to their requirements, remind them to pay attention to safety when going out, and guide them to healthy entertainment venues.

(5) Follow-up work

After the reception task is completed, the tour guide should promptly feedback the relevant situation during the reception to the Individual Tourist Department, or fill out the "Individual Tourist Registration Form".

3. Drop-off service for individual tourists

When individual tourists end their activities in the local area, the tour guide should provide them with drop-off service according to the accepted drop-off task. , enabling them to leave the local area smoothly and safely.

(1) Service preparation

1. Read the drop-off plan in detail

After accepting the drop-off task, the tour guide should read the drop-off plan in detail and clarify all the details. Send the name of the tourist or the number of people in the individual package tour group, the date of departure from the local area, the flight or train number taken, and the hotel where the tourist stayed, whether there has been a change in the flight or train number and the number of people, and whether there is any change with other tourists or individual package tours The tour group shares a car to go to the airport or station.

2. Be prepared for drop-off

The tour guide must confirm the drop-off time and location with tourists or individual package tour groups 24 hours before drop-off. If the tourist is not in the room, the tour guide should leave a message and inform the time of contact again, and then contact and confirm again. Tour guides should prepare tourists’ plane (train) tickets.

The tour guide should confirm the time, location, vehicle model and vehicle number to meet the driver with the travel agency’s planning and dispatching department.

For tourists taking domestic flights, if they take off from a medium or small airport, the tour guide should master the time so that the tourists arrive at the airport 2 hours in advance; if they take off from a large airport, they should arrive 3 hours in advance Airport; if tourists leave the station by international flight, they must arrive at the airport 3 hours in advance; if tourists leave the station by train, they should arrive at the station 1 hour in advance.

(2) Pick up tourists at the hotel

According to the time agreed with the tourists, the tour guide must arrive at the hotel where the tourists are staying 20 minutes in advance to assist the tourists with check-out procedures. Return the room key, pay the bill, check the luggage, remind the tourists to bring their belongings, and then take care of them to get in the car and leave the hotel.

If the tour guide arrives at the hotel where the tourist is staying and fails to find the tourist who dropped him off, the tour guide should go to the front desk of the hotel to find out whether the tourist has left the hotel and search with the driver. If the tourist is not found 20 minutes after the agreed time, the tour guide should report to the planning and dispatching personnel of the Individual Tourist Department, ask them to assist in the inquiry, and keep in touch with them at any time. After confirming that the tourist cannot be found, the tour guide will The search can be stopped and the hotel can be left only with the consent of the personnel or the person in charge.

If the tourists who are dropped off by the tour guide share a car with tourists staying in other hotels to the airport or station, they must arrive at each hotel in strict accordance with the agreed time order.

If the shared car encounters a serious traffic jam or other special circumstances on the way to transport tourists, and the originally agreed time sequence and driving route need to be adjusted, the tour guide should arrive at the first hotel after the change. Make a timely phone call to report to the planning staff of the FIT Department and ask them to inform the tourists in the following hotels of the time change.

(3) Drop-off at the station

When transporting tourists to the airport (station, terminal), the tour guide should ask the tourists about their feelings during their stay in the local area and their opinions on the services. opinions and suggestions, and express gratitude to tourists on behalf of travel agencies.

After tourists arrive at the airport (station, pier), tour guides should remind and help them to bring their luggage and belongings, and assist them with departure procedures (such as baggage check-in, boarding pass collection, etc.). If you send tourists out of the country, the tour guide should assist them in handling airport tax. Under normal circumstances, airport taxes are paid by tourists themselves. However, if the drop-off plan indicates that the airport tax will be paid on behalf of the tourist, the tour guide should follow the plan and reimburse with the ticket after returning.

Before saying goodbye to tourists, tour guides should confirm with airport personnel whether the flight will take off on time. If the flight is delayed, tour guides should take the initiative to provide tourists with as much help as they can.

If it is confirmed that the outbound flight will take off on time, the tour guide should send the tourists to the entrance of the quarantine area to say goodbye to them and warmly welcome them to come back next time. If a tourist returns to the local area again, the tour guide should make an appointment with the tourist to return to the waiting place. When tourists leave the station by domestic flight, the tour guide should not leave the airport until the plane takes off.

When sending tourists to the train station, the tour guide should arrange for them to get on the train from the VIP waiting room, help them settle their luggage, hand them their tickets, and then say goodbye. welcome again.

After bidding farewell to the tourists, the tour guide should promptly feedback the relevant situation to the Individual Tourist Department.

Case

Belgian tourist Brandt is going to Xi'an for work and wants to take advantage of the opportunity to visit the Terracotta Warriors Museum. Before departure, he entrusted Xi'an Travel Agency B through Travel Agency A in Beijing to provide airport pick-up and guided tour of the Qin Terracotta Warriors Museum the next day. Xiao Meng was appointed by Xi'an B Travel Agency to go to Chengyang Airport to receive the guests at 14:00 on June 3. Due to traffic jams on the way, he was delayed for half an hour. When he arrived at the airport, passengers on Brandt's flight had already come out one after another. He quickly held up the pick-up sign with Brandt's Chinese name at the exit. Wait patiently. However, after all the passengers on the flight came out, he still had not received the passengers. So he held the pick-up sign and walked around the airport arrivals hall twice more, but still couldn't find the guest. In desperation, he

had no choice but to call the planning and adjustment personnel of the society and ask for their assistance. The investigation personnel contacted the hotel where Brandt was staying and learned that the guest took a taxi to the hotel. On the next day, when Xiao Meng went to the hotel to pick up guests and go to the Terracotta Warriors Museum, Brandt asked the travel agency for a substitution.

Source: Xiong Jianping, Tour Guide Practice and Cases [M]. Hubei Education Press, 2014.

Commentary

Xiao Meng did not receive guests at the airport The main reasons are: ① He was late and failed to arrive at the airport 20 minutes in advance; ② He was too negligent and the pick-up sign had a Chinese name; ③ When he did not pick up the guest, he should go to the airport information desk to ask if there was a foreigner People came to ask relevant questions (it was later learned that Brandt had waited at the information desk for more than 20 minutes before taking a taxi to the hotel) and confirmed that all the guests on this flight had arrived.

In addition, after learning that the guest arrived at the hotel by taxi, Xiao Meng should go to the hotel to apologize to the guest in person and refund the pick-up service fee.