Twenty questions about the adaptability knowledge of tour guides, and how to deal with the "reasonable requirements"

Q: Tourists are required to taste the flavor at their own expense. What should a tour guide do?

A: We should give assistance, recommend relevant restaurants, and help us to contact and order food. When the team restaurant designated by the local catering agency does not use the flavor meal, it is necessary to return the meal through the local catering agency in advance, and inform the tourists that the comprehensive service fee of the original catering arrangement will not be refunded; If you change to a team restaurant's flavor meal, visitors only need to bear the difference.

Q: Tourists have special dietary requirements. What should a tour guide do?

A: If the requirements have been stated in the reception plan, the local agency should implement it when ordering food, and the local escort should confirm it in time; If it is proposed by tourists temporarily before eating, the local escort should contact the restaurant immediately and try his best to satisfy it. If there is any difficulty, he should explain to the tourists and apologize. If necessary, help tourists solve their own dining problems.

Q: What should tourists do if they ask for extra food?

Answer: explain to the guests that the expenses beyond the standard stipulated in the contract will be paid by the payee in cash; Assist guests to contact the restaurant and try to meet the requirements; If you are not satisfied, you should explain the reasons and apologize to the guests.

Q: More than half of the tourists in a tour group have food poisoning symptoms of vomiting and diarrhea after eating. What should a tour guide do?

A: Tour guides should try to induce vomiting, which can make patients drink more water to speed up excretion and reduce toxicity. At the same time, send the patient to the hospital for treatment as soon as possible and ask the hospital to issue a diagnosis certificate; It is necessary to report to the travel agency in time and investigate the responsibility of the catering restaurant.

Q: What should the tour guide do if the tourist asks to change rooms?

A: If the hotels and rooms arranged by the travel agency are below the agreed standards, the travel agency must be responsible for replacing them. If there are difficulties, it is necessary to explain the reasons and put forward the compensation conditions acceptable to tourists. If the room equipment or room hygiene can not meet the cleaning standards, please ask the hotel waiter to clean and disinfect immediately; If tourists want to change rooms with the same standard and different orientations, in principle, please ask the tour leader to make adjustments within the group.

Q: What should a tour guide do when tourists ask for a higher room standard?

A: The tour guide can contact the hotel and try his best to satisfy it, but it should be noted that the tourists have to bear the loss of check-out and the difference in room rates.

Q: What should a tour guide do if a tourist requests a single room?

Answer: I understand why. If roommates have conflicts or different living habits, the tour guide should ask the team leader to make adjustments or make adjustments within the team. If the mediation fails, the hotel has vacant rooms to meet the requirements, but it must be stated in advance that the single room fee shall be borne by the occupants themselves.

Q: What should I do if the tourists ask for an extension of stay?

Answer: You can contact the hotel first. If the hotel has a vacant room, it can meet its requirements, but the room fee during the extension period will be paid by the tourists themselves. If there is no room in the original hotel, the tour guide can help contact other hotels, and the room fee is paid by the tourists themselves.

Q: A fire broke out in the hotel where the tour group stayed, and the fire quickly spread to the floor where the group stayed. What should a tour guide do in such an emergency?

A: Call the police immediately; Inform the tour leader and the whole group of tourists quickly; Cooperate with hotel staff, obey unified command, and evacuate tourists quickly through the safety exit; Guide everyone to save themselves.

Q: When a tour group encounters a fire when staying in a hotel, how should the tour guide guide everyone to save themselves?

A: After a fire, never take the elevator or jump off a building at will. If there is a fire, you can roll on the spot or crush the flame with heavy clothes; When you have to pass through the thick smoke, wrap your body with soaked clothes, cover your nose and mouth, and crawl along the wall close to the ground; When you can't escape from the fire, you can block the crack of the door with soaked clothes and bedding or splash water to cool down and wait for rescue; Shake brightly colored clothes and call rescuers.

Q: I originally planned to stay in a certain place for one night and go to a different place to play the next day. However, a tourist needs to stay in the local area for another night because of temporary business, so please ask the tour guide to help him stay for another night. What should a tour guide do?

A: In case of special circumstances, the tour guide should immediately notify the travel agency, calculate the actual expenses incurred by the tourists, and then inform the tourists, and sign to prove that they give up the tour on their own, help the guests to go through the renewal procedures, and inform the tourists that the expenses incurred by the renewal will be paid in cash. If there is no room because of the shortage of housing, we should cooperate with the travel agency to provide convenience for tourists without affecting the normal tour.

Q: On the way to the airport to meet the tour group, the tour guide was caught in a traffic jam. When he tried his best to get to the airport, he found that the plane had arrived on time, and the tourists in the group were very angry at the guide's lateness. What should the tour guide do at this time?

A: First of all, we must sincerely apologize and strive to gain the understanding of tourists. On this basis, according to the actual situation at that time, the reasons for missing connection are explained and explained. Tour guides should redouble their efforts to provide more enthusiastic and thoughtful services to tourists and strive to gain the understanding of tourists through practical actions; When necessary, on the premise of obtaining the consent of the travel agency leaders, we can take appropriate material compensation to make up for it, and even ask the travel agency leaders to apologize to the tourists.

Q: The tour guide didn't receive the tour group at the pick-up place, so there is no way to contact each other directly. What should I do?

A: First of all, we must confirm whether all the passengers on the next flight have left the station, and carefully and repeatedly search at the exit of the boarding place; When it is confirmed that the tour group has not arrived, contact the travel agency to find out the reason and arrange the next pick-up according to the instructions of the travel agency; If the tour group arrives for a long time without delay, the tour guide should stay at the pick-up place and continue to wait; If the delay is longer, you can reschedule the docking station.

Q: Tourists lost their luggage on the way to China. What should a tour guide do?

A: Tour guides should follow the principle of "from near to far" and look for and track them one by one. Specifically, it includes: intra-group search; Look for it in the hotel; Local search; Look at the last stop.

Q: If a tour group leaves a place early or arrives late for some reason, its stay in a place will be shortened. What should a tour guide do in this case?

A: If possible, hurry up and try to ensure the planning of scenic spots; If there are difficulties, give priority to the most representative and distinctive scenic spots, or the scenic spots that tourists are most interested in; If tourists ask for reimbursement of expenses, tour guides should not make promises casually, but should report to the travel agency and reply according to the opinions of the travel agency.

Q: What should the tour guide do if he can't continue his trip due to mechanical failure of the vehicle?

A: You should contact the ground agency immediately and ask to change trains as soon as possible. At the same time, truthfully explain the situation to tourists, sincerely apologize and get the understanding of tourists; When necessary, you can obtain the consent of the travel agency leaders and take appropriate material compensation measures; If the vehicle breaks down in urban areas or suburbs, scenic spots and other places, the tour guide can arrange for tourists to get off the bus and take activities in nearby safe areas under the condition of ensuring safety; If the vehicle breaks down in expressway and other relatively closed places with potential safety hazards, the tour guide must not let the tourists off to avoid danger; After a long time, you can organize activities in the car to enliven the atmosphere.

Q: What should the tour guide do if the tourist dies of illness during the tour?

A: The tour guide should immediately report to the local reception agency and tour agency, and cooperate with the public security, civil affairs and other relevant organs to do the specific aftermath according to the guidance of the leaders of the local reception agency; If the deceased is a foreign tourist, he should also report to embassies and consulates in China in time and ask to contact the family of the deceased; At the same time, the tour guide should stabilize the mood of other tourists and continue to do a good job in the reception of the tourism team.

Q: The tour group was involved in a car accident on the way, and the tourists were seriously injured. What should the tour guide do in this case?

A: Organize rescue immediately; Protect the scene and report the case immediately; Hurry to report to the travel agency; Do a good job of appeasing the whole group of tourists; Write a written report.

Q: What should the tour guide do if there is a traffic jam on the way to the airport?

A: When the time is urgent, you should immediately notify the airline and the travel agency that booked the ticket to negotiate the emergency plan. After the congestion is relieved, remind drivers to pay attention to safe driving, and never blindly grab the line to cause safety hazards.

Q: What should tourists do if they accidentally lose their tickets?

A: Under normal circumstances, the transportation tickets of tour groups are kept by the tour leader or the local tour leader. If a tourist accidentally loses his ticket after borrowing it temporarily, he should immediately report to the ticket management department of the airport (station or port), show the group ticket purchase credentials and request permission to board the plane (car or boat); Without permission, the ticket shall be reissued immediately, and the expenses shall be borne by the tourists who lost the ticket.